Sprint Corporation

Sprint is in receipt of the above-referenced rebuttal complaint We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s follfiling, he expressed his dissatisfaction with our response to his billing dispute and continues to dispute the international calls billed to the account In addition, Mr [redacted] states that he declined our previous credit offer and has elected to cancel his Sprint account In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features Our retail brochures, displays, partner stores, and web site at [redacted] have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions would inherently result in invoice balance changes During our previous conversation with MrKevin [redacted] , a point of contact on the above account, on September 21, 2017, we explained that based upon a review of his bills we are unable to determine any billing errors and advised him that his bill amounts were higher due to international long distance calls that were billed to his account International call rates for voice and data services are additional and will vary There is a per-minute charge associated with all international calls, text messages and data access This information is also available on our web site at [redacted] /international We sustain that the charges are valid Although not credit is due, in an effort to amicably resolve this matter, we offered to apply a one time courtesy credit of $to offset the International charges on the July invoiceHowever, Mr [redacted] rejected the offerAs a result, we maintain that the charges are valid We contacted Mr [redacted] at the telephone number included in his inquiry and via email on September 26, and 29, We received an email from Mr [redacted] advising us that he has ported out his phone number and cancelled his account Currently, the account is cancelled with a balance due of $69.83, which reflects the charges for the billing period of August to September 22, We appreciate Mr [redacted] taking time to provide details of her experience with our customer service representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted of Ms [redacted] - [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] - [redacted] described unfavorable customer experiences from our representatives regarding the terms of her equipment lease agreement, stating that she believes that she was misled prior to upgrading the device on her line of service ending in ***She requested that we credit the Lease Cancellation Charge and Lease Device Purchase Option Charge that are reflected on her January 2017, invoice We appreciate Ms [redacted] - [redacted] ’ taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms [redacted] - [redacted] ’ equipment purchaseSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Ms [redacted] - [redacted] was provided with a clear disclosure of her monthly installment charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Sprint Lease Agreement which includes a description of the charges in question During our April 18, 2017, conversation with Ms [redacted] - [redacted] , we advised that, as a result of our review, we sustain that the disputed charges are correct and validWe explained that in order to offset the Lease Device Purchase Charge for the referenced line of service, she would need to return the deviceTo facilitate the return of that device, we sent a prepaid shipping label to the e-mail address that is reflected in her inquiry In addition, Ms [redacted] - [redacted] requested that we cancel her remaining lines of service and mail return kits to facilitate the return of those devicesAs she requested, we canceled her remaining lines of service, and mailed two return kits to facilitate the return of the other devicesAs we discussed, the Lease Device Purchase Charges will be credited upon the return of those devices, if they are received in good condition; however, the Lease Cancellation Charge for each of her lines of service is valid Ms [redacted] - [redacted] indicated her understanding of our explanation and agreed to return the devices but reiterated that this was not properly explained to her when she accepted her current rate plan and device financing optionsAlthough we regret that Ms [redacted] - [redacted] remains dissatisfied, we have fully addressed her reported concerns and believe that we have done so to the best of our ability If we can be of further assistance regarding these matters during the interim, Ms [redacted] - [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received while addressing an outstanding billing issue Mr [redacted] stated that he ported one line of service to another carrier on June and a second line of service on June 9, Mr [redacted] is disputing the taxes associated with the equipment charges assessed when those lines of service were cancelled Mr [redacted] also states that he has requested a return label for the Airave device but has not received it As resolution to his concerns, Mr [redacted] requested a refund of the taxes associated with the cancelation charges and a return label for the Airave device We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s final invoice dated June 24, 2017, which reflects an unpaid balance for services billed between May 24, and June 23, 2017, of $152.13, new service charges, and this cancellation/acceleration equipment charges assessed when he ported his services to another carrier Our records reflect that Mr [redacted] purchased a new device on September 18, 2016, via Sprint’s Lease Agreement [redacted] In accordance with that agreement, taxes are billed over the term of lease, whether included in the monthly payment or assessed otherwise Mr [redacted] cancelled his above-referenced lease agreement when the associated line of service, telephone number ending ***, ported to another carrier on June 8, As a result, the remaining balance associated with the lease agreement, the device purchase amount and applicable taxes were assessed to his account Taxes were not assessed on the cancelation charge on the Installment Billing Agreement for the iPad Pro as taxes for this device were paid at the point of sale During our conversation with Mr [redacted] on July 21, 2017, we discussed the above-information Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we applied credits totaling $to offset a portion of his monthly recurring tablet service charges assessed on June 9, 2017, and reflected on his June 24, 2017, invoice This adjustment will be reflected on the July 24, 2017, invoiceA refund of $has been processed to Mr [redacted] ’s credit card number ending *** Please allow up to business days for the refund to be reflected at the customer’s bank; however, some institutions, such as credit unions and smaller banks may take longer Additionally, Mr [redacted] confirmed that he received the return kit for the Airave device which was returned Our records reflect that Sprint received the returned device on July 20, Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction As a result, Mr [redacted] ’s Sprint account is closed and reflects a zero balance We regret any inconvenience these matters may have caused and the loss of Mr [redacted] ’s business If I can be of further assistance, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , *** [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productIn his complaint, Mr [redacted] indicated that he purchased a new Samsung Galaxy Sand it was broken upon purchaseHe indicated he sent the device to Samsung multiple times for repairs, recently received it back and it is currently not functioning properlyAs such, he requested a new replacement device and a refund for services During our conversation with Mr [redacted] on July 12, 2017, we informed him this complaint relates to the one-year manufacturer’s warranty for his Samsung Galaxy device, which is managed by the manufacturer, as outlined in our Terms and Conditions On behalf of Mr [redacted] , we requested that Samsung provide an update regarding the warranty concern brought forth On July 17, Mr [redacted] confirmed that Samsung offered to issue him a refund for the device As resolution to the complaint brought forth we applied a credit in the amount of $to cover two months service charges Mr [redacted] confirmed this matter has been fully resolved to his satisfaction On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this matter If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time Sincerely, La Taushia LExecutive Services Analyst

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on January 31, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his account concernMr [redacted] further expressed his dissatisfaction with additional lines of services and devices being ordered on his Sprint account, without his authorizationMr [redacted] requested that Sprint review this matter, and provide him with cancellation of the additional lines of services and adjust the erroneous charges Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on February 15, 2017, and advised him that our Fraud Management group has investigated the dispute in question and confirmed fraudulent activity occurred on his accountAs a result, the nine unauthorized lines of services were terminated and all necessary adjustments have been applied to the account to negate the disputed charges on his January and February, billing statementsIn addition, our Fraud Management group deleted Mr***’s account on-line profile During our conversation, Mr [redacted] expressed his concerns with the account balance of $reflected on his account as of February 15, We advised Mr [redacted] that there are still pending adjustments that have not impacted his account balanceAs such, we advised Mr [redacted] that we would relay our findings and schedule an additional follwith him for March 6, 2017, in order to review his March 4, billing statementWe advised Mr [redacted] that on February 25, 2017, we applied a temporary financial hold on his account, which will expire on March 6, 2017, while his account concerns are under further reviewMr [redacted] confirmed his understanding wit the information provided to him and resolution pending the additional follon March 6, We appreciate Mr***’s taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize this input to improve our training and processes We apologize for any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] states that Sprint refuses to take a payment using her credit card and her account is scheduled to be sent to collections She further states that she attempted to resolve this matter with her bank and Sprint but was advised her credit card is on the negative file As a result, she is requesting we review this matter A credit/debit card or checking/savings account is added to the negative file to prevent further use when a call is received reporting unauthorized use or suspicious activity with the card or account being used across multiple Sprint accounts Cards or bank accounts can also be added systematically when a payment is reversed We confirmed that Ms [redacted] ’s card was added to negative file in November We spoke with Ms [redacted] and confirmed that the credit card she was attempting to use to pay her account is on our negative file To address this matter, we removed the credit card information from the negative file As a result, Ms [redacted] can make a payment using this method immediately If Ms [redacted] needs further assistance regarding the above issue, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***, submitted on August 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s filing, he states that he has not received his Visa prepaid cards for the two Samsung Galaxy Jdevices that he purchased during the Samsung JOn Us via Visa Prepaid Card promotion that he acceptedSecondly, he states that he was not made aware when he purchased his Samsung Galaxy Son lease that he would be responsible for paying off the agreement, even if he opts to cancel before it is fulfilledLastly, he states that Sprint pushes too many updates to his phoneMr [redacted] is requesting that the gift cards be delivered immediately Our office received correspondence via e-mail on September 1, 2017, regarding his concernsHe advised that his issues have been resolved and confirmed he has received his prepaid Visa cardsAs a result of this action, this matter is fully addressed and resolved Upon activation of service, Mr [redacted] was provided with a clear disclosure of his equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current planFurthermore, equipment updates are sent by the manufacturer, which in this case is SamsungUpdates are not sent by Sprint If we can be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between a.mand p.m., Central Time Sincerely, LaToya [redacted] LaToya [redacted] Executive Services Analyst

November 16, Revdex.com [redacted] ** [redacted] Re: Revdex.com Complaint [redacted] Sprint Account [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he received confirmation of a recent phone order via e-mail However, he had not place an order for phones Although he acknowledges that the issue was resolved, he has requested assurance that his account will not incur charges associated with the equipment order, and that his account is secured to accept changes from himself only During our November 15, 2016, conversation with Mr***, we confirmed that the equipment order referenced in the order confirmation e-mail, was confirmed fraudulent by our Fraud Department However, the order was canceled and we have confirmed that there were no adverse affects to Mr***’s Sprint account and he confirmed with our office that there were no adverse affects to his credit card or banking account We appreciate Mr***’s taking the time to provide us with the details of his recent experience Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Should you have any questions regarding this matter, please contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst Tell us why here

November 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to obtain a refund owed to her for equipment returned to the point of sale, citing that a previously-resolved fraudulent concern related to her account led to the inability to activate those devices on her account but that we have declined to provide a refund for those devicesShe requested that we remove the termination fees and applicable surcharges associated with the affected lines of service to be removed from her account and that we provide a refund for the referenced devices to be processed to the bank card used for their purchase We appreciate Ms***’ taking time to provide details of her experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any difficulty Ms [redacted] may have experienced with the attempted activation of her two referenced devices, as well as with the subsequent billing associated with the two lines of service associated with that concernOur records reflect that representatives of our Fraud department identified possible fraudulent activity associated with an equipment order on her account, which inadvertently led to the temporary inability to activate the two devicesAs a result, on September 8, 2016, Ms [redacted] returned the two devices to the point of sale within our Satisfaction Guarantee period and requested cancellation of all her lines of service Pursuant to our Terms and Conditions of Service, Ms***’ lines of service were set to cancel effective September 24, 2016, the end of her billing periodHowever, two Early Termination Fees were inadvertently assessed to her account for the lines of service associated with the above-noted returned equipment During our October 21, 2016, conversation with Ms***, we explained the information outlined aboveWe also assured her that we credited $to her account to offset the two Early Termination Fees and for a portion of her final monthly services chargesWe also assured her that we processed a $refund to the bank card used to purchase her two noted devices for that equipment and an overpayment of $XX.XX remitted to her account while her billing was in dispute We regret the circumstances that led to the loss of Ms***’ business but are pleased that we were able to resolve her reported concerns to her satisfactionIf we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday, and Friday, between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

April 29, Dear To Whom It May Concern:Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention.In her inquiry, Ms [redacted] expressed her dissatisfaction with level of customer service she received from our representatives while attempting to make payment arrangements She further cited that our representatives declined to allow her to speak with a member of management We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our Customer Care and Consumer Finance representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that this matter has been forwarded to the appropriate management During our April 19, 2016, conversation with Ms [redacted] she indicated that a representative advised her that if she made a payment of $she could make payment arrangements She further indicated that although she paid $67, her service was suspended Ms [redacted] also indicated that she was able to make payment arrangements afterwards and her service was restored Further, she cited that when her service is suspended, she is billed a reconnection fee We advised Ms [redacted] that our records did not show that she was billed a reconnection fee; however, if she is billed a reconnection fee, she can contact our office and we will credit the charges We regret any inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with our providing inconsistent and contradictory information to her during her recent attempts to purchase the option of an early equipment upgrade Ms [redacted] requested that provide an upgraded device free of charge or at one-half price We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’ device upgrade eligibility Our records reflect that her current device is associated with our iPhone Forever Program, which allows participating customers to upgrade their devices on-time device lease payment, contingent upon the return of the previous device to our possession in undamaged and good working condition Our records also reflect that Ms [redacted] ’ equipment lease commitment for her current device was accepted on October 6, 2016; therefore, she will not have met the terms of the iPhone Forever Program guidelines until after her twelfth lease payment in November During our conversation with Ms [redacted] on July 14, 2017, we explained the details noted above However, our call was prematurely disconnected, and our attempts to follow up with her that day and again on July and 20, 2017, were unsuccessful Although we were unable to identify any error on the part of Sprint related to Ms [redacted] ’ dispute or to reach her to complete our conversation, we are prepared to assist with her reported issue by updating her account to allow for an immediate equipment upgrade However, we will need to speak with her directly in order to gain her acceptance and provide details of our offer, which is available for her acceptance for days from the date of this letter We appreciate Ms [redacted] ’ taking time to provide details of her experience with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance with these concerns, or if Ms [redacted] would like to accept the above-noted offer within the referenced timeframe, she can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , Nicole L [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsNicole L [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she has attempted to setup a payment arrangement; however, she states that she was informed that she must make a payment before establishing a payment arrangement for the remaining balance Ms [redacted] further states that she has to visit the Sprint store every month to make cash payment only and that she is unable to make an online payment As a result, she wants to know why she can only make cash payments Please be advised that we attempted to reach Ms [redacted] by phone and email on August and 31, 2017, to address her account payment concerns On September 2, and 6, 2017, we received email responses from Ms [redacted] stating that she no longer wish to speak with Sprint and inquired about why she has to drive to a Sprint store to make cash payments We responded to Ms [redacted] ’s email requesting that she contact our office directly to address her account concerns; she stated that she would contact our office on Thursday September 7, 2017; however, we have not received a return call or email message from Ms [redacted] Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience in order to complete the authentication process As Ms [redacted] requested, we reviewed Ms [redacted] ’s account payment history and account restrictions However, in order to provide the details of our findings, we will need to speak with Ms [redacted] so that she can provide the aforementioned account security informationWe regret any inconvenience this matter has caused For further assistance with this matter, Ms [redacted] can contact our office by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThe iPhones only have a value of a piece but we still have to pay the if we want to keepI still feel like this should have been resolved in the matter of my favor, but I will accept the towards the bill courtesy creditThanks you for your time Regards, [redacted] ***

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms [redacted] to contact your office once again In the additional information provided, Ms [redacted] stated her issue has not been resolved She is requesting that we contact her and resolve her issue Our records reflect that Ms [redacted] established service with us on October 11, 2015, with two lines of service, and purchased the devices under 24-month installment agreements Subsequently, our records reflect that Ms [redacted] ’s account was cancelled for non-payment on November 4, Because the devices associated with the lines of service had not satisfied their installment agreements, each of their equipment balance was accelerated and billed to the account totaling $1, During our conversation with Ms [redacted] on April 24, 2017, we explained the information outlined above In an effort to resolve this matter, return kits were forwarded to Ms [redacted] ’s billing address listed on her account to facilitate the return of the two devices to our warehouse in good working condition Once we have received confirmation of their receipt, we will credit their associated equipment charges We regret the loss of Ms [redacted] ’s business, but are pleased that we were able to resolve her account concern to her satisfaction If we can be of further assistance with these issues, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Sprint account XXXXX*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her unfavorable customer experience while attempting to resolve an issue with promotional pricing Ms [redacted] stated that she visited her local Sprint store in an attempt to take advantage of a promotion being extended to new customers for five lines of service for $per month with free international calling/text/data to Mexico She noted that she is being billed more than the quoted amountMs [redacted] stated that she understood that the promotion was for new customers She stated that she was advised that she could be placed on the plan and ported three additional lines to Sprint as a result of the promotion Ms [redacted] stated that she is being told that she did not qualify for the promotion and Sprint will not honor the offer She requested that she be refunded all costs to switch to Sprint and compensation for time and inconvenience In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan We spoke to Ms [redacted] on July 20, 2017, and explained the information outlined above Ms [redacted] confirmed that she was aware that the promotional offer was for new customers only She also confirmed that on July 7, 2017, she was engaged by a member of our escalations team and her service plan was changed in effort to assist with the cost difference Because Ms [redacted] did not qualify for the promotion referenced above, we respectfully decline her request for a refund or provide compensation for her time and inconvenience However, we have agreed to monitor her account through the next bill cycle date to confirm the changes and pricing on her Sprint account Ms [redacted] has agreed to a follow up on her next bill cycle date We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

May 24, To Whom It May Concern, Sprint is in receipt of the above referenced inquiry of [redacted] submitted on May 17, We appreciate your assistance in bringing our customers’ concern to our attention Ms [redacted] ’s filing expresses her dissatisfaction with regard to the terms associated with the Lease Agreements reflected on her account According to Ms [redacted] , the terms of the Lease Agreement were not properly disclosed to her at that point of sale; therefore, she has expressed her dissatisfaction with being responsible for the Lease Device Purchase Amount upon the completion of her Lease AgreementsMs [redacted] requested that Sprint review this matter In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on May 28, 2015, Ms [redacted] activated phone numbers ending in [redacted] and [redacted] via our Telesales department and devices were purchased via Sprint Lease Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Further, our records show that the Lease Agreements were electronically consented and disclosed the terms of the Lease Agreements We spoke with Ms [redacted] on May 24, 2016, and explained our findings Although we sustain that the Lease Agreements are valid, to amicably resolve this matter, we offered to waive the Lease Device Purchase Amount when Ms [redacted] decide to cancel the aforementioned Lease Agreements Ms [redacted] expressed her satisfaction with our resolution and has no further issues We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] may reach me directly by calling ###-###-####, ext*** I am available, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ [redacted] * [redacted] * Executive Services Analyst

February 16, [redacted] Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case# [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on February 4, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’ filing, she expressed her dissatisfaction with being assessed additional charges associated with her Sprint accountMs [redacted] cited that she switched her service from AT&T to Sprint and purchased a new iPhone 6s Plus device and an Apple watch at the Sprint retail storeMs [redacted] stated that she had an issue with her iPhone 6s Plus device and returned to the original point of sale and the device was exchangedAccording to Ms [redacted] , she logged into her online Sprint account and noticed over $was assessed to her accountMs [redacted] stated that she contacted our Customer Care group and she was advised that the charges stemmed from cancellation charges associated with the additional line of service on her Sprint accountMs [redacted] stated that our Customer Care group advised her that the disputed charges would be removed; however, the charges still appeared on her January invoiceDue to these issues, Ms [redacted] requested that Sprint allow her to cancel her Sprint account without any further cost to her Sprint has reviewed Ms [redacted] ’ accountAccording to our records, we confirmed an additional wireless number was configured to Ms [redacted] ’ Sprint account in errorThe additional wireless number ending in [redacted] was added and cancelled during the initial establishment of her Sprint account on January 12, As a result of the cancellation of the aforementioned wireless number, Ms [redacted] ’ Sprint account was assessed Lease Cancellation charges totaling $ On February 3, 2016, the disputed charges were waived from Ms [redacted] ’ Sprint accountAs an additional courtesy, we have agreed to apply an adjustment of $to offset her monthly service charges for February and March in order to retain her businessOn February 8, 2016, we spoke with Ms [redacted] and provided her with our findings and resolution to her account billing concernsMs [redacted] stated that this matter has been fully resolved to her satisfaction We apologize for any inconvenience this matter may have caused Ms [redacted] If we may be of further assistance with this concern, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext.***I am available Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, Ty- [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me `1q Regards, [redacted]

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] J [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] J [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with his outstanding Sprint debt being forwarded to a collection agency, advising that he originally activated Sprint services with his own personal account having two lines of service and two leased devices but that, after transferring his lines of service to another Sprint account, he began receiving collections calls and notices for the past-due balance associated with his closed Sprint account He requested that we immediately cease collection activity and provide an updated invoice to him We regret any misunderstanding that may have occurred related to Mr [redacted] ’s billing, as well as the length of time taken to correct his reported concerns Our records reflect that he previously brought his billing dispute to the attention of our department under separate cover in March and December and that we have fully addressed the matter As previously explained to Mr [redacted] , and as outlined in our March and December 20, 2016, responses to his previous inquiries related to his dispute, our records reflect that Mr [redacted] activated services with Sprint in September with two lines of service for which he accepted equipment lease agreements but that he completed a change of ownership on June 27, 2015, thereby transferring his mobile numbers to another existing Sprint account Unfortunately, the lease agreements associated with the Apple iPhone devices associated with Mr [redacted] ’s two lines of service were not transferred, leading to accelerated device charges totaling $being assessed to his closed Sprint account Because that balance went unpaid, the past-due balance was referred to an outside agency for collection on October 28, We originally spoke with Mr [redacted] on March 17, 2016, and explained the information outlined above At that time, we agreed to forward the matter to appropriate teams for further review and to properly transfer his device lease agreements from his closed account to the account currently including his lines of service As part of that process, we forwarded the necessary documentation to both Mr [redacted] and the owner of the receiving account Although we confirmed that Mr [redacted] ’s two lines of service are active on the receiving customer’s Sprint account since June 2015, we did not receive the returned documentation from either individual to authorize the transfer of Mr [redacted] ’s two device leases We followed up with Mr [redacted] via e-mail on March 29, 2016, reminding him of the need for the return of that documentation; however, we did not receive a response and were unable to proceed further with his request We spoke with Mr [redacted] again on December 19, 2016, and confirmed that the past-due balance of $remained associated with his closed account, and we confirmed his current mailing address At that time, we mailed a copy of his July invoice reflecting the accelerated device lease charges for his two Apple devices plus applicable taxes and surcharges Unfortunately, we received no further contact from him, and the past-due amount remained unpaid During our conversation with Mr [redacted] on May 30, 2017, responding to his current filing, we reiterated the information referenced above We explained that we still have not received the signed transfer of ownership documentation required to facilitate his initial request Further, we confirmed that, due to the age of the debt and the status of the associated collections activity, we are regrettably unable to cease collections attempts or initiate the recall of the valid debt At Mr [redacted] ’s request, we again forwarded a copy of his July invoice including the disputed balance detail to his mailing address of record He should receive that invoice within the next seven to ten days We regret any inconvenience this matter may have caused Mr [redacted] and are eager to resolve this matter for him If we can be of further assistance related to this concern, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, [redacted] Executive Services Analyst

April 18, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] R*** Sprint Case— [redacted] Dear Mr***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] R*** We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s complaint, he stated that he attempted to upgrade his devices to the iPhone However, Mr [redacted] stated that he was advised that he would need to pay off the remaining lease charges prior to being eligible to upgrade In August 2015, we started our iPhone Forever program which allows upgrades to the latest iPhone devices after consecutive lease payments Our Sprint Lease program is an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any misunderstanding that may have occurred regarding our iPhone Forever program Although Mr [redacted] has only made lease payments, as a one-time courtesy, we reset Mr***’s upgrade eligibility for two of his lines of service Mr [redacted] has been advised that going forward, he will only be eligible for upgrade after a minimum of consecutive lease payments per line If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst