Sprint Corporation

Tell us why here September 8, Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on August 31, We appreciate your assistance in bringing our customer’s concerns to our attention In his follinquiry, Mr [redacted] stated that he was not given a fair chance to remit payment for the account balance before the account was sent to collectionsFurthermore, MrBurgess stated when he called to restore his services, he was told the account would be active for hoursHowever, the account remained active for two months instead of being canceled the next dayAs a result, Mr [redacted] requested that Sprint remove all negative reporting from his credit report According to our records, between February and April 23, 2014, Mr [redacted] established services with phone lines ending in [redacted] and [redacted] via the Sprint Monthly Installment programOn September 6, 2015, Mr [redacted] contacted our Customer Care team regarding upgrading the above phone linesAt the time, Mr [redacted] was informed about the remaining balance associated with the monthly installment programMr [redacted] contacted our Customer Care team on September 11, 2015, regarding the inability to upgrade the devices associated with phone lines ending in [redacted] and [redacted] without completing the monthly installment programTherefore, our Customer Care team agreed to allow Mr [redacted] the option of purchasing new devices with the return of the devices associated with phone lines ending in [redacted] and ***, and adjusting the accelerated chargesMr [redacted] accepted the offer and our Customer Care team mailed two return kits to his billing address On September 12, 2015, Mr [redacted] requested cancellation of his account as he had new lines of service activated on a different Sprint accountTherefore, on September 26, 2015, our Customer Care team canceled phone lines ending in [redacted] and ***As a result, Mr [redacted] incurred accelerated charges totaling $In addition, our Customer Care team adjusted the accelerated chargesOn October 2, 2015, Mr [redacted] contacted our Customer Care team and requested to resume phone lines ending in [redacted] and [redacted] as well as the monthly Installment program, which was completedPlease note, Mr [redacted] utilized the services during the October and November billing statementsOn December 2, 2015, Sprint suspended Mr [redacted] ’s account due to non-paymentThereafter, on February 29, 2016, Sprint canceled Mr [redacted] ’s account as no additional payment was remitted We confirmed that Mr [redacted] did not return the devices associated with phone lines ending in [redacted] and [redacted] to our warehouseIn an effort to satisfactorily resolve this matter, on April 12, 2017, our Customer Care team applied a credit of $to Mr [redacted] ’s account to offset a portion of the outstanding balanceMr [redacted] ’s account is closed with a remaining balance of $Based on our findings, the charges reflected on the account are valid We spoke with Mr [redacted] on August 9, 2017, to discuss this matter and relayed the above information and resolution to himAdditionally, we again contacted Mr [redacted] on September 1, 2017, and informed him our decision remains the sameNo further credit is due for this matter as the balance is valid and sustained We regret any inconvenience this may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

February 20, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms ***: On February 10, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Ms [redacted] canceled her account and is disputing the remaining equipment charges for a device she returned Ms [redacted] also expressed her dissatisfaction with the level of service received while attempting to resolve her concerns We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention We regret any frustrations Ms [redacted] may have experienced while attempting to resolve her concerns On February 15, 2017, we contacted Ms [redacted] to discuss her concerns in detail At that time, we confirmed receipt of her returned Samsung Galaxy Note device As a result, a credit in the amount of $was applied to her account to offset the disputed accelerated equipment charges included on the December invoice for this device With this credit, the account reflected a remaining balance of $114.67, for which we received payment We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

August 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** 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 her inquiry, Ms [redacted] stated that her sister had device issues and Sprint declined to replace it She further stated that the Sprint service and repair center is miles away She also stated that although she has Apple Care, the Apple store declined to give her sister an appointment or replace her device Further, she stated that her device was replaced but she continues to have devices issues And last, Ms [redacted] described unfavorable customer service experiences while she attempted to resolve her and her sister’s device issue As a result, Ms [redacted] requested that her sister’s device be replaced We regret any delay in resolving Ms [redacted] ’s billing issue New devices have a 12-month manufacturer warranty Further, we confirmed that Ms [redacted] has Apple Care on her two devices During our conversation with Ms [redacted] on August 18, 2017, she stated that she had made an appointment with one of the Apple stores to test her device and her sister’s device Although we were unable to identify a Sprint billing error regarding this matter, as a gesture of goodwill, we issued a one-time $credit Ms [redacted] accepted our offer We made follcall on August 23, 2017, and Ms [redacted] stated that her sister’s device was replaced and the Apple store’s technician worked on her device She further stated that she was not experienced any device issues after she took it to the Apple store We appreciate Ms [redacted] for taking time to provide details of her experiences 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 will utilize this input to improve our training and processes If we can be of further assistance regarding 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 Time Sincerely, Minnie SExecutive 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 Regards, Darlene ***

June 14, 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 of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with receiving a text message stating her account would be charged $(the amount of the American Express card she received) for equipment from her previous provider that she had already sent to Sprint She also expressed her dissatisfaction with receiving conflicting information from Sprint representatives while attempting to resolve this matter We spoke with Ms [redacted] on June 2, 2016, and she confirmed that her concerns have already been resolved to her satisfaction We advised Ms [redacted] that we regret any inconvenience that these matters may have caused her We confirmed that her defective device was returned and no charges were assessed to her account for this issue If Ms [redacted] should have any questions regarding these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear MsRoss: 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 According to the information received, Mr [redacted] stated that he inquired about upgrading to a new device and service plan and he received different pricing information than what was offered on our websiteMr [redacted] is requesting that Sprint review this matter and assist him with upgrading to a new phone and service plan at the online price During our conversation with Mr [redacted] on April 4, we explained that 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 For a limited time new and qualified existing customers can switch to the Unlimited Freedom Plan with Autopay for $per month for one phone line until March 31, This price does not include any device Lease or installment billing option, additional purchases or taxes and surcharges As requested we changed Mr***’s service plan to the Unlimited Freedom Plan with Autopay for $per month and advised him that the plan will go into effect at the beginning of his new billing period Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade We advised Mr [redacted] that his phone number ending in [redacted] is eligible to upgrade to a new device via the Sprint Leasing or 24-Monthly Installment option and explained that the online promotion may vary from the offers that are available through our Telesales department We requested that he visit our website to register for and upgrade to the new Samsung Galaxy Sdevice at the online promotional pricing and he agreed We appreciate Mr [redacted] taking the time to provide us with his feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for reviewWe regret any inconvenience this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Tuesday through Friday, between p.mand p.m., Central Time Sincerely, Tiajuanna WTiajuanna WExecutive Services Associate Analyst TW/jf

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12227178, [redacted] A [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of [redacted] A [redacted] submitted on June 24, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concern Ms [redacted] expressed her dissatisfaction with the cost of her monthly recurring charges exceeding $per monthMs [redacted] stated that she was provided with an offer to add two additional lines of services without cost, with the exemption of the monthly installment billing charge of $per month/per lineIn addition, she stated that was provided with an offer to purchase a Samsung Galaxy SPlus device and her account would be configured onto a price plan with a base rate of $per month, which would provide her with a total monthly rate of $per month prior to related taxes and feesTherefore, Ms [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’ complaintWe spoke with Ms [redacted] on July 17, 2017, to discuss the details of her complaintDuring our discussion, we advised Ms [redacted] that we would review her account concerns and follwith her accordingly According to our records, on April 18, 2017, Ms [redacted] contacted our Telesales group to upgrade the device associated with phone line ending in During this sales transaction, she activated a Samsung Galaxy SPlus device via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an 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, MsStephanie Castro can purchase the devices 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 In addition, Ms [redacted] activated phone lines ending in and 7517, by purchasing two Samsung Galaxy Jdevices via Sprint’s Monthly Installment AgreementSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon the completion of device upgrade and activation of service, Ms [redacted] selected Sprint’s $40GB Data Share plan with the waiver of Phone Access Fees, which includes unlimited talk and text for each line of service Our records further indicates, on July 10, 2017, Ms [redacted] elected to update her price plan to Sprint’s $Unlimited talk, text and data plan w/$Automatic Payment discount per line/per month upon enrollment in our Automatic Payment program For a limited time, customers can receive the Unlimited Freedom Plan with the fifth line for free upon enrollment in Sprint’s Automatic Payment program until June 3, Based on Ms [redacted] ’ account selections, her monthly rate totals $per monthAccordingly, we are unable to substantiate that she was offered a monthly rate of $per month prior to related taxes and fees Please note that Ms [redacted] ’ billing cycle runs from the 10th through the 9th of every month As such, changes to services are usually effective at the start of the customer’s next billing cycle If the changes are effective in the middle of the billing cycle, the customer’s invoice will reflect pro-rated charges for the previous and current price plan Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 19, 2017, to relay the aforementioned information to her Unfortunately, we have not received a return call from Ms [redacted] Should Ms [redacted] have any questions and/or concerns pertaining to the information discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] taking the time to provide us with her feedback regarding our Telesales group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns have been forwarded to the appropriate managerial staff for review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at 1-855-848-ext I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] A [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] A [redacted] submitted on May 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] further stated that she requested the cancellation of her services in September 2016; however, she continued to receive billing statements reflecting monthly recurring charges for Sprint servicesIn addition, Ms [redacted] expressed her dissatisfaction with her account being assessed equipment cancellation charges, upon the cancellation of her servicesMs [redacted] requested that Sprint review these matters and apply an adjustment to her account, leaving her responsible for the remaining balance due of $ Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] established services with Sprint on September 28, 2015, by activating phone numbers ending in [redacted] and ***During this transaction, she activated an iPhone Gold 16GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on September 19, Subsequently, she exchanged the above device within Sprint’s 14-day Satisfaction Guarantee return period and activated an iPhone 6s Rose 16GB device on September 28, 2015, via Sprint’s Leasing program Additionally, Ms [redacted] activated an iPhone Plus Gray 16GB device associated with phone number ending in [redacted] on September 19, 2015, which was later exchanged for an iPhone 6s Plus Rose 16GB device on October 8, 2015, within Sprint’s 14-day Satisfaction Guarantee return periodPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her account We regret any misunderstanding Ms [redacted] may have experienced pertaining to the cancellation of her serviceAfter further review of our records, Sprint confirmed that Ms [redacted] contacted Sprint’s Customer Care group via a Chat Session to request the cancellation of her services on September 6, At that time, Ms [redacted] was advised to contact our alternate Customer Care group for further assistance with her cancellation requestPlease be advised that we are unable to substantiate any follow up contact requesting the cancellation of services by Ms [redacted] until her account was cancelled due to nonpayment of the outstanding account balance on January 29, 2017, leaving her account closed with an outstanding balance due of $1,This balance represents unpaid monthly recurring charges, remaining Leasing cancellation and Lease Device Purchase Amount charges and applicable taxes as indicated on the October through February billing statements We spoke with Ms [redacted] on May 16, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms [redacted] indicated that she disagrees with our findingsAlthough, Sprint sustains that the account balance is valid; in order to provide an amicable resolution and closure for this matter, we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Plus Rose 16GB devices associated with phone numbers ending in [redacted] and [redacted] undamaged and in good working condition in exchange for an adjustment of the Lease Device Purchase Amount charges totaling $in accordance with the terms of the respective Lease Agreements Regrettably, Ms [redacted] did not confirm her acceptance of our proposed offer and declined to further discuss this matter with SprintShould Ms [redacted] reconsider her position and wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Ms [redacted] taking time to provide details of her 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 Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [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

June 13, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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 Mr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a iPhone 4s device activated on Sprint's network Mr [redacted] has indicated that he would like the device unlocked to be used on Boost MobileUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at (insert web link)Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr [redacted] ’s iPhone 4s associated with phone number ending [redacted] is not eligible for unlocking due to the device is not being Domestic SIM Unlock capable Additionally, we attempted to contact Mr [redacted] on phone number ending in [redacted] the phone number provided in her inquiry on June and 12, 2017, and mailed a letter to the address on file, however; we have not received a response to our contact attemptsWe look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise Mr [redacted] to have his PIN and security information available when he contacts us If Mr [redacted] needs further assistance with this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

Please be advised I spoke with someone from Sprint who resolved my complaintPlease cancel/update itThanks, [redacted]

September 29, 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 complaint of [redacted] , submitted on September 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she expressed her dissatisfaction with her account being flagged by our Fraud Management group due to suspicious activityMs [redacted] further expressed her dissatisfaction with the equipment cancellation charges being assessed to her account after she ported-out her lines of service to another wireless providerMs [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, our Fraud Management group investigated Ms [redacted] ’s’s account concerns Based on their investigation, on August 29, 2017, the disputed lines of service were cancelled and an adjustment of $3,was applied to the account to negate the fraudulent charges, leaving the account closed with a final balance due of $1, This balance represents the remaining Lease cancellation and Lease Device Purchase Amount charges due to porting out her lines of service to another wireless provider on July 30, 2017, prior to satisfying the terms of the respective Lease AgreementsOn August 28, 2017, our records indicate that Ms [redacted] returned the devices to a third-party retail store locationAccordingly, an adjustment was applied to her account to offset the Lease Device Purchase Amount charges per the terms of her Lease AgreementsIn addition, Ms [redacted] was advised that she would be responsible for the remaining valid Lease cancellation charges We spoke with Ms [redacted] on September 27, 2017, and relayed the aforementioned information During our discussion, Ms [redacted] confirmed that our Fraud Management group has handled this matter and she received a confirmation letterHowever, she currently disputing the remaining Lease cancellation chargesTo provide closure to this matter, we agreed to apply an adjustment to her account of $1,734.62, leaving her account closed with a zero balanceMs [redacted] acknowledged the information and resolution that was relayed to her We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: the offer is just and I'll accept it she Bridgette said she would submit it in writing but had not as of yet I would like my plan changed to unlimited high speed also sprint said I could go anywhere and get service over I'm paid in full fort purchase PDF my iPhone and to find out that this is more the fact that I understand from other provider's I would need to surrender u my phone and get another one with another company this is what is so misleading about sprint why so many people are dissatisfied with sprint so thank-you but again another misgiving.I will notify Bridgette again Regards, [redacted] **

June 22, Revdex.comWard Parkway, Suite 401Kansas 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 Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she cancelled her Sprint service and attempted to return the device to her local Sprint store and was advised that she would need to contact our Customer Care department to have a return kit ordered She stated that she contacted our Customer Care department multiple times and was advised that a return kit was ordered; however, the return kit has not been received and she is receiving collections notification for the unpaid balance owed on her account, which includes the end of lease purchase price for the device As a result, Ms [redacted] is requesting that Sprint review this matter and send her a return kit to return the leased deviceWe contacted Ms [redacted] on June 14, 2017, and she confirmed that the return kit was receivedOur records reflect that the leased device was confirmed as received in our warehouse on June 20, 2017, and a credit for $was applied to her account to remove the end of lease purchase price for the device We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at [redacted] extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

August 14, [redacted] 9th [redacted] , N Nashville, TN 37208- Re: Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Mr***: Sprint is in receipt of your inquiry, which was forwarded to our Executive & Regulatory Services department for review We appreciate your bringing your concerns to our attention In the information provided, you stated that you put your line of service on a Seasonal Standby service plan in September and when you turned your device on in January it was put on a different service plan than the one you had prior to the Seasonal Standby planYou indicated that you believe that the charges were higher, and you stated that you did not receive an explanation of the charges As a result of this matter, you are requesting a refund of what you stated are overpayments, removal of your account from collections, and that your account balance be removed, and your account closed in good standing We have attempted to contact you to discuss this matte, but we have not been able to reach you We have thoroughly reviewed your account billing, and we can discuss our findings with you should you still require assistance We regret any inconvenience you may have experienced Should you have additional questions or concerns, you can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I am more than happy to pay the $monthly fee I refuse to pay any additional charges based on the repeated discussions with the store manager in November I called and left a message with the store manager approximately two weeks ago and never heard back from him The same with Sprint customer relations No response after leaving a message I was told directly by the store manager that the phone was mine and I was not under contract I was also told the phone was mine based on these conditions I was not happy with there service of my Sprint phone which providers knowing I would have only the monthly service to pay Nothing more per store manager at SprintSo if you would like to resolve the issue, I will gladly pay the $ nothing more Regards, [redacted]

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXXX***, [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 According to the information received, Mr [redacted] stated that he recently terminated service with Sprint due to his dissatisfaction with the level of customer service he receivedHe stated that he was not aware that if he cancelled his services prior to the lease agreement satisfaction date, he would be billed lease cancellation charges Additionally, he stated that he returned his leased device and was advised that his balance would be zero However, he was recently advised that the lease cancellation charges are valid and would not be removed As a result, he is requesting that Sprint review this matter and provide a refund for the lease cancellation charges During our conversation with Mr [redacted] on July 17, 2017, we explained that upon upgrading to a new device, he 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 Lease Agreement on Sprint’s part when he upgraded to a new device Our records reflect that Mr [redacted] returned his leased iPhone devices to Sprint on March 7, As a result, pursuant to the terms of his lease agreements, we credited his account $to offset the Device Purchase Option amounts for the device However, because he did not satisfy the lease term, his account was assessed $for lease cancellation charges, which are validAs a result, we respectfully decline his request to refund the lease cancellation charges We appreciate Mr [redacted] for taking the time to provide us with his feedback regarding his experience with our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret the circumstances that led to Mr [redacted] ’s decision to cancel his servicesIf Mr [redacted] has any questions concerning the issues discussed herein, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available between 8:a.mand 4:p.m., Central Time, Monday through Friday Sincerely, Jennifer FJennifer FExecutive Services Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12278957, [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention Mr [redacted] advised that he canceled service as the result of a fraudulent purchase that was applied to his accountSpecifically, he advised that his account address was changed and our retail team facilitate the sale of a tablet and tablet service of which he had no knowledgeAs a result, he canceled service, was assessed device charges for his other equipment and disputed a $3,account balance We regret any misunderstanding with regard to the described tablet purchase Our records reflect that Mr [redacted] escalated a billing dispute to our office on January 8, At that time, we advised that the billing was associated with his tablet and tablet service purchased on October 8, During our conversation, Mr [redacted] confirmed that he had the tablet in his possession and that he intended to retain the tablet We made additional efforts to discuss his most recent filing with Mr*** Unfortunately, our attempts on July 24, 27, and 2107, were unsuccessful In addition, on July 27, 2017, we sent a letter via U.SPostal Service to Mr [redacted] at the address that he provided to your office We have again affirmed that the invoiced charges are correct and validWhile it is our goal to reach an amicable resolution to our customers’ concerns whenever possible, we regret that we are unable to do so in this situation, as Mr***’s account balance is beyond the scope of courtesy changes However, although he may disagree with our response, we are confident that Mr***’s issue has been fully addressed We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at [redacted] , ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, [redacted] *Executive Services Analyst

May 30, 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 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 the recent interruptions of her Sprint services for non-payment of her account balance due as related to an unresolved $account credit and a payment dispute In addition, she described unfavorable customer experiences during her attempts to address those concerns As a result, she requested that we cancel her Sprint service with no cancellation or additional charges We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing Although we have no record of the referenced $account credit or of any account credit that negatively impacted her Sprint account balance, we identified that recent suspensions of her Sprint services are related to her consistently maintaining a past-due account balance due to her not remitting payment of previous balances due in full since June 10, Based on the nature of Ms***’s inquiry and our inability to identify any error on the part of Sprint related to her billing, we will need to speak with her directly in order to obtain her account security information and additional information that will aid in our reviewUnfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on May 18, 25, and 26, 2017, were unsuccessful In addition, on May 26, 2017, we sent a letter to her at her address of record via U.SPostal Service acknowledging receipt of her inquiry and our need to speak with her directly However, she has not yet responded to us We appreciate Ms***’s taking time to provide the details of her experience with our Customer Service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We believe that we can fully address Ms***’s reported billing concerns, and we look forward to having the opportunity to do so If her reported issues remain unresolved, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

December 31, [redacted] Better Business Bureau Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she states that she visited Arch Telecom, one of our third-party retailers, and was offered a free tablet However, Ms [redacted] states that she was not informed of the two-year agreement associated with the tablet or the deposit requirement for the tablet line of service Ms [redacted] states that she attempted to return the tablet and was informed that she will be charged a restocking fee Ms [redacted] is disputing the restocking fee We contacted the management team at Arch Telecom and were advised that they agreed to accept Ms [redacted] ’s returned tablet and phone and will waive all restocking fees Our records reflect that Ms [redacted] returned her equipment and canceled services on December 29, Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret any misinformation Ms [redacted] may have received regarding our tablet promotion and return policy and appreciate her feedback regarding this issue The details of Ms [redacted] ’s experience have been forwarded to the appropriate managerial staff empowered to make changes in this area We regret the circumstances that caused us to lose Ms [redacted] as a customer If I may be of further assistance with this matter, you 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

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [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’ concerns to our attention In the information provided, Mr [redacted] cited his dissatisfaction with the length of taken to cancel one of his lines of Sprint service and return a financed device to us He requested that we cancel service to that line and assist with the return of the device We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our 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 will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Mr [redacted] ’s requests During our e-mail conversations with Mr [redacted] on December 14, 2016, we advised that our records reflect that we received his original service cancellation and equipment return requests on November 8, but that we were unable to complete those actions at that time and required additional information We also informed him that we previously mailed a letter to him via U.S.P.Sdetailing our deceased notification process, which was also provided via e-mail at [redacted] , as requested by him In addition, we left a detailed voicemail message for Mr [redacted] again reiterating our processes regarding the termination of services for deceases end-users and invited him to review additional details related to that protocol on our website at www.sprint.comWe then invited Mr [redacted] to contact us directly if he needs additional assistance with his requests On behalf of Sprint, I offer condolences to Mr [redacted] ’ for his loss If we can be of further assistance with these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst