Sprint Corporation

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] T [redacted] Sprint Account xxxx*** 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 customer’s concerns to our attention According to the inquiry, Ms [redacted] is seeking assistance with his account billing He states that when he contacted our Customer Service department on February 25, 2017, he cancelled service and switched to a new carrier On that date, he states he inquired about his final balance Mr [redacted] states he paid the balance as quoted and was informed that the account was paid in full However, he states he later received a collection notice and when he called to inquire about it, he received different amounts As a result, he requests that we waive the remaining balance on his account because he was previously advised that the balance was paid in full Please be advised that we attempted to reach Mr [redacted] by phone and email on April 21, and May 2, to address his account billing concernsWe received an email response from Mr [redacted] stating that he has been busy working and will contact our office on within a day or two However, since this time, we have not received a return call or email message from Mr*** 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 This information cannot be provided via email for security purposes Therefore, we ask that Mr [redacted] contact us at the number provided below at his earliest convenience in order to complete the authentication of his account and discuss his concerns Additionally, we have placed a collection hold on his account to allow him time to contact our office to address his billing concerns We were unable to identify a Sprint billing error during a general review of Mr***’s account However, we look forward to speaking with him to discuss and address his billing concerns in detail We regret any inconvenience this matter may have caused Mr***, as well as the loss of his business I can be reached by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive 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:To whom it may concern regarding our complaint and payment recently We sent out the payment as needed to close this account several weeks ago and no word from anyone confirming it and our check for the final payment has not been cashed yet either What is going on now? We would very much appreciate you getting back to us regarding this issue because we want to move on now and not have to worry about another, out-of-the blue, statement from SPRINT Thanks, have a great afternoonJ [redacted] and [redacted] Regards, [redacted] And [redacted]

May 31, [redacted] 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 the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to provide credits for a promotional award that did not apply for the first three months after she accepted it, advising that our representatives previously informed her that we would provide those credits She also described unfavorable customer experiences during her attempts to address that concern She requested that the promotional credits be fulfilled We regret any possible misunderstanding that may have occurred related to our Buy One Get One (BOGO) Samsung Galaxy Sequipment promotion and any delay in providing Ms***’s referenced account credits Sprint is proud to have offered the BOGO promotion; however, a review of the marketing literature for that promotion confirmed that Samsung Galaxy SEdge devices were specifically excluded from the promotion; therefore, because Ms***’s purchase was for two Samsung Galaxy SEdge devices, the promotion did not award During our May 22, 2017, conversation with Ms***, we discussed the information outlined above We also informed her that, regrettably, she did not meet the offer criteria However, to meet our commitment to excellence in customer service, we applied credits totaling $to her account to offset an amount equivalent to the value of the BOGO offer, as a one-time exception Ms [redacted] indicated her satisfaction with our resolution We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Ms ***’s feedback is valued and has been forwarded to the appropriate management staff for further review and possible changes to our training and processes We regret any inconvenience these matters may have caused Ms*** 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***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

March 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] states that she requested that a line of service be provisioned on her account for her mother in May She also indicates that a phone that she already paid for in full was activated on her mother’s phone line She also states that she subsequently ported her mother’s phone number to another carrier and that an Early Termination Fee was assessed At this time, Ms [redacted] requests that we apply an account credit to offset the Early Termination Fee assessed During our discussion with Ms [redacted] , we confirmed that the two year service agreement reflect on her mother’s phone number ending in [redacted] was not associated with the purchase a phone but with the establishment of the line of service on a discounted service plan As a demonstration of our commitment to excellence, we applied a $account credit to offset the Early Termination Fee assessed on the cancelled line of service, including taxes, applicable fees and surcharges She stated that the matter was resolved to her satisfaction If Ms [redacted] needs further assistance with this matter, I can be contacted 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, Patricia SExecutive Services Analyst

May 15, 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 April 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with consistently contacting Sprint’s Customer Care group in regard to the monthly lease charges assessed to her account upon establishing services with SprintMs [redacted] stated that she was offered a Buy-One-Get-One-Free (BOGO) promotion and an Unlimited High Speed Data planFurthermore, Ms [redacted] expressed her dissatisfaction with the delay in receiving the Referral Reward Cards as part of Sprint Referral programLastly, Ms [redacted] expressed her dissatisfaction with the lack of coverage in her home service area of Salisbury, South Carolina Ms [redacted] requested that Sprint review these matters and allow her the ability to cancel services without further cost to her Sprint has reviewed Ms [redacted] ’s’ complaintIn 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 As stated in the terms of the Sprint Unlimited Freedom Plan, discount applies when customer enrolls in our electronic billing (e-Bill) and Automatic payment programs According to our records, Ms [redacted] established services with Sprint on January 29, 2017, by portiphone lines ending in ***, ***, [redacted] and ***Upon the activation of service, Ms [redacted] purchased devices via Sprint Monthly Installment Billing and Lease programs and selected the Unlimited Freedom Shared plan w/$monthly discount per line/per monthAs such, the monthly installment billing and lease charges totals $per month Based on Ms [redacted] ’s account selections, she did not qualify for the Buy-One-Get-One-Free BOGO promotion and her monthly rate totaled $per month, which includes her $Unlimited Freedom Discount, applicable taxes and feesLastly, we are unable to substantiate that she was offered an Unlimited High Speed Data plan Our records further indicate that Ms [redacted] qualified for the $Gift Card promotional offer for Sprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement Additionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible Further, on May 11, 2017, we confirmed that we located the referrer's and the referee's registration, which was denied since the person who received the referral did not make a qualifying purchaseBased on records, the qualified phone lines are ***, ***, [redacted] and ***However, three lines of services were ported-out to another wireless service provider as of May 10, As a result, we can no longer honor Sprint’s Referral Rewards programHowever, phone line ending in [redacted] is still active on the account; therefore, as a one-time exception we approved and processed a $American Express Reward CardWe ask that Ms [redacted] allow days for the referenced card to be shipped to the address on file We regret that the coverage in Ms [redacted] ’s service area is falling short of her expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Ms [redacted] ’s billing address is within Sprint’s “fair” coverage area and was operating within parameters during the time she stated that he experienced poor serviceAs outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger We spoke with Ms [redacted] on May 10, 2017, and relayed the aforementioned information to her At that time, Ms [redacted] expressed her interest in cancelling service with Sprint without being assessed the remaining Lease/Installment accelerated cancellation charges To mutually resolve this matter, as a courtesy, we offered Ms [redacted] the ability to cancel/port-out phone lines ending in ***, ***, ***, and [redacted] prior to the fulfillment of terms of her Lease/Installment Billing Agreements in exchange for the return of the devices in good working conditionUpon receipt of the returned devices in our Returns Warehouse, we will adjust the Lease/Monthly Installment accelerated cancellation charges associated on the aforementioned phone lines Ms [redacted] accepted our proposed resolution Accordingly, we sent return kits to Ms [redacted] ’s address on file to facilitate the return of the devices Should Ms [redacted] have additional questions and/or concerns pertaining to the resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns 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

Tell us why here December 22, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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] This complaint was served on Sprint on December 2, Mr [redacted] ’s filing expressed his dissatisfaction with a delay in receiving a full refund for her devices associated with phone lines ending in [redacted] and ***, after he returned the above devices to SprintFurthermore, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to resolve this matterMr [redacted] requested that Sprint review this matter and process the final refund of $to his account Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on December 7, 2016, to further discuss his account concernsDuring our conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly According to our records, Mr [redacted] established service with Sprint by portiphone lines ending in [redacted] and ***, and purchasing devices via Sprint’s Monthly Installment program on September 9, Sprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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 purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsYou can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationYou are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoiceThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers We have confirmed that the aforementioned devices were returned to Sprint’s Returns warehouse on October 17, As such, a refund of $was processed to credit card ending in ***To settle this matter, on December 16, 2016, we have confirmed that a final refund of $was processed back to the aforementioned credit cardWe ask that Mr [redacted] allow to business days to receive the refund to the credit card in question from date of approval In an effort to ensure that Mr [redacted] is satisfied with our aforementioned resolution, we spoke with Mr [redacted] on December 19, 2016, and relayed the aforementioned information and resolution to himMr [redacted] confirmed that he was satisfied with the resolution provided We appreciate Mr [redacted] taking the time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, 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 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

August 30, 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: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her billing being higher than expected after completing an upgrade on a current line of service as well as adding an additional line of service recently She requested that the disputed charges be credited We regret any misunderstanding that may have occurred related to Ms [redacted] ’s referenced billing concerns We spoke with Ms [redacted] on August 25, 2017, and verified with her that her account balance is valid However, as a courtesy and due to any possible miscommunication that may have been provided related to her account charges, we offered a one time credit of $to offset one month of service charges on her accountMs [redacted] accepted our offer and we applied the credit as agreed She then confirmed that we resolved her inquiry We regret any inconvenience this matter may have caused Ms [redacted] If I can be of further assistance with this concern, she 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, John CExecutive Services Analyst

June 14, 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 complaint of Ms [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attentionIn her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a device billing issue Ms [redacted] stated she attempted to turn in her two iPhone devices and upgrade to an iPhone and iPhone Plus She stated that she agreed to an offer where she will get a $monthly credit towards the installment billing of iPhone and iPhone Plus; however, she said she never received a return kit to turn in the iPhone 6’s Ms [redacted] further stated that she contacted our customer service department for an additional return kit; however, she stated that she was informed that she did not have to turn in the devices As a result, Ms [redacted] is requesting assistance with this matter, and with receiving her monthly device creditDuring our June 14, 2017, conversation with Ms***, we explained that the return of the iPhone 6’s are required in order to receive the monthly credit per the terms of the promotion she was offered Ms [redacted] agreed to return the iPhone 6’sBecause the noted promotion is no longer available, we are unable to provision it on her account However, as an alternative, and in an effort to reach an amicable resolution to his matter, we applied a bulk credit in the amount of $to the account The credit equates to the value of the $monthly credit over the 18-month installment lease for both of her lines As a result of the aforementioned actions taken, Sprint considers this matter fully addressed and resolved If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Michael GExecutive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] G [redacted] / [redacted] Repairs Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above rebuttal inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the rebuttal complaint, Mr [redacted] disagrees with our findings advising that the business account was established at the recommendation of the store employee and he continues to assert that he believes he was misinformed about the entire purchase We note that Sprint addressed all of the issues raised in Mr [redacted] ’s complaint in our previous response dated May 5, While Mr [redacted] may disagree with our findings, we believe Mr [redacted] ’s dispute was addressed and resolved to the best of our ability Furthermore, we are unable to provide Mr [redacted] with his desired resolution, and because he is no longer a Sprint customer, we are unable to consider any type of goodwill credit for customer satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 26, [redacted] ***Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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 According to the information provided in Ms [redacted] inquiry, she advised that she was misquoted regarding the monthly service charges and device purchasing options As a result, she is requesting that we allow her to return the devices and cancel the account with no penalty During our conversation with Ms [redacted] on April 13, 2016, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved We confirmed the balance on the account and she is satisfied with the resolution We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] Executive Services Analyst

April 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Mr***: 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 when she switched to a new service plan she was advised that the new service plan included the Mobile Hotspot featureShe stated she recently requested to switch back to her previous service plan and was advised that she would be charged a prorated bill and one month in advance which would increase her bill to $She is requesting to have her bill fixed During our conversation with Ms [redacted] on April 1, 2016, we explained that in our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges 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 Our records indicate that Ms [redacted] selected a new service plan on March 19, 2016, which includes the Mobile Hotspot featureWe spoke with Ms [redacted] on April 1, 2016, and advised her that the new service plan she elected on March 19, 2016, includes the Mobile Hotspot featureHowever, due to any possible misunderstanding we updated her service plan to one which she agreed to and which also includes the Mobile Hotspot featureWe scheduled the new service plan to go into effect on her billing cycle date of April 18, 2016; therefore she will not be charged any prorated charges on her next invoiceAdditionally, since we value her business we offered applied a credit totaling $to her account to offset a portion of the monthly charges on her January and March invoicesMs [redacted] confirmed her issue is resolved We regret any inconvenience that this matter may have causedIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer F Jennifer F Executive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , J [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrJ [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed the delay in unlocking a device that he purchased at [redacted] ***, a third-party affiliate authorized to sell Sprint services, stating that the retail representative placed the incorrect SIM card in the device, and now he cannot use it with his wireless service provider of choiceHe further stated that his attempts to unlock the device with [redacted] and Sprint’s Customer Care representatives have been unsuccessfulMr [redacted] requested that Sprint unlock the device or refund the purchase of the device We regret any misunderstanding that may have occurred related to our ability to unlock Mr [redacted] ’s referenced Sprint-branded device“Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing a 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 a device to accept another carrier’s SIM card (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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 www.sprint.com/unlock 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; and • The device has been active on a Sprint account, either currently or previously, for at least days Our records do not reflect an account was established by Mr [redacted] for Sprint servicesDuring our July 5, 2017, conversation with him, we explained the information outlined aboveMr [redacted] advised us that [redacted] exchanged the disputed equipment and he is now able to use his purchased device with his wireless service provider of his choice We regret any inconvenience this matter may have caused, but are pleased that Mr [redacted] ’s device concerns were resolved satisfactorilyIf we can be of further assistance regarding this reported concern, Mr [redacted] can contact me directly 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

June 13, 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 complaint of Mr [redacted] , submitted on May 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’ complaint, he states that he completed a Change of Ownership (COO) to move three lines from his ex-wife’s account to account to an account established in his nameHe states that he turned in leased iPhone and devices and upgraded to iPhone devices on two linesHe reports that he was charged for the both devices that were turned in He states he received credits for the iPhone 5; however, charges for the iPhone are still assessed to his accountMr [redacted] is requesting reimbursement for the charges associated with the iPhone as he paid the amount in good faithFurthermore, he would like to purchase both iPhone devices and not be responsible for lease agreements beyond the cost of the phone so he can take his devices to another carrier We spoke with Mr [redacted] on June 1, 2017, and advised that we are in receipt of his inquiry and will research his concernsAfter account review, our office confirmed that the equipment charges for the iPhone and devices totaling $have been removed from the accountFurther, there was an End of Lease purchase amount totaling $including tax billed for line ending in [redacted] in error, which has been adjusted Our office attempted to reach Mr [redacted] via phone and email on June 12, 2017, to provide the above reference informationUnfortunately, our attempt was unsuccessfulUpon further account review, we find that Mr [redacted] has canceled his service and valid Lease Cancelation charges and Device Purchase amounts for the iPhone devices have been accessed to his account We respectfully decline Mr [redacted] ’ request for waiver of the Lease Cancelation charges However, we invite him to contact our office at his earlies convenience should he wish to discuss his concerns further We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 concerns to our attention In the information provided, Ms [redacted] stated that she has not received the $that she was promised for the poor wireless service she received She expressed her dissatisfaction with being contacted by an outside collections agency regarding the balance Therefore, she believes that the account is adversely affecting her credit She is seeking an adjustment of the balance as previously advised due to her experience and to not have the account reported to the credit bureaus We spoke with Ms [redacted] , and addressed her concerns We apologized for any inconvenience this matter may have caused her Upon review of her account credits totaling $were applied to her account today As a result, her outstanding balance is currently $for unpaid equipment chargesWe also confirmed that although her account was forwarded to IC Systems for collections on behalf of Sprint, no negative information has been reported to the credit bureaus regarding this account to date We also verified that account will not be reported to the credit bureaus if the balance is paid prior to October 23, Ms [redacted] stated she is satisfied with this resolution If I may be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services Department at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] CExecutive 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 meI would like to add that the device was replaced in November and I cancelled the insurance because the device was under warranty and I am eligible for an upgradeIts bad business to charge a fee for a warrantied device after paying a deductible that was the original cost of the phoneI am satisfied with my solution because I recieved a phone which is all I wantedI will however remember all it took to get my solutionThe company should evaluate its treatment of consumers Regards, [redacted]

May 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] S [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms [redacted] , she states that she took advantage of a Buy One Get One (BOGO) offer for the Samsung Galaxy Sand the Samsung Galaxy SEdge at the start of service; however, the offer is still not reflecting on her monthly billing statementsMs [redacted] is requesting a check for the balance of the free phoneFurthermore, she is requesting that the second Samsung device be paid off in full or discounted for inconvenience Our office attempted to reach Ms [redacted] via phone and e-mail on April 25, 26, and 28, 2017, asking her to contact our office to discuss her concerns Additionally, we mailed a letter to her address on file on May 5, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her concerns 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 If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

May 31, 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 above-referenced complaint of Ms [redacted] ***Thank you for forwarding our customers concerns’ to our attention In her inquiry, Ms [redacted] stated she pre-ordered a Samsung SPlus device and we had a promotion for a free Galaxy Gear accessory She stated when she picked up the device from the store she was advised the accessory promotion was offered by Samsung and to contact them As a result, she is requesting assistance with this matter Customers who pre-order a Samsung Galaxy Sor SPlus from March through April 20, 2017, are eligible for a free Samsung Gear VR headset Customers are required to register for the offer at https://promos.samsung.com/infinitelyimmersive to submit a valid claim form and a copy of their receipt or email confirmation Customers will receive a new Gear VR while supplies last Customers must register online between April 10, 2017, at 10:Eastern Time (ET) and May 14, 2017, at 11:59:PM ET Samsung’s website will require that a customer provide the device’s IMEI/MEID to register We reviewed Ms***’s account and confirmed she pre-ordered a Samsung SPlus device on April 3, She picked up the device on May 7, During our conversation with Ms [redacted] on May 25, 2017, she stated she was not aware she had to register for the promotion and now she is past the eligibility dates Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, we issued a credit to her account equal to the $cost Ms [redacted] incurred when she purchased the Galaxy Gear VR headset Ms [redacted] accepted our resolution We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can 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, Ann HExecutive Services Analyst

Tell us why here...July 10, Revdex.com Serving Greater Kansas City Ward Parkway 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 Mr [redacted] submitted on June 28, We appreciate your assistance in bringing our customer’s concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with our customer service representatives during his attempts to resolve an account issueMr [redacted] stated he contacted our Customer Care team regarding misinformation he received about a device upgrade, and he stated he was offered a credit of $150, contingent on the return of an iPhone SE deviceHowever, this has not been applied to his accountMr [redacted] requested that we apply an adjustment on his account According to our records, on May 30, 2017, Mr [redacted] upgraded his device associated with phone line ending in [redacted] and activated phone line ending in [redacted] via Sprint Leasing programWe confirmed that the Mr [redacted] was offered a credit of $to offset a portion of his service plan charges To resolve the matter, on July 7, we applied a credit of $to Mr***’s account as offered on June 8, We contacted Mr [redacted] on July 7, 2017, to further discuss this matterAt the time, Mr [redacted] accepted our offer and acknowledged the information and resolution provided We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service 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 apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf Mr [redacted] has any questions concerning the issues discussed herein, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

May 23, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that he was promised a free device and service from Sprint due to his special needs but that we have not honored those offers and have billed him $thus far Mr [redacted] requested that we allow him to return his Sprint device to us and terminate his services with us We regret any misunderstanding that may have occurred with regard to the cost of Mr***’s Sprint products and services Our records reflect that he was promised and received a free device; however, we have no record of a promise for free service Further, our records reflect that Mr [redacted] accepted the charges for the service plan that he selected and remitted a payment during the initial sales transaction As a result, we were unable to identify any billing error associated with his Sprint account As such, it will be necessary for us to communicate with him directly in order to validate his security information and obtain additional details that would aid in our review Unfortunately, our attempts to contact Mr [redacted] on May 11, 18, and 19, 2017, via telephone and e-mail to discuss his reported concerns in detail were unsuccessful In addition, on May 19, 2017, we sent a letter to him at his address of record via U.SPostal Service acknowledging our receipt of his inquiry and inviting him to contact us directly if his issue remains unresolvedTo date, he has not yet responded to us We believe that we can fully address Mr***’s reported concerns, and we look forward to having the opportunity to do so If his issues remain unresolved, Mr [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

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To whom it may concern: The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] is dissatisfied with her customer experience while trying to address concerns with her device Ms [redacted] stated that she was told her device was not replaceable in store and that she would have to utilize her TEP coverage to process an exchange, paying a $deductibleShe is requesting credit for the replacement cost All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep After review of Ms***’s account and replacement concerns, we have confirmed that she contacted Asurion to complete her equipment replacement claim Although we maintain that no credit is due because of an aftermarket replacement on her device, in an effort to amicably resolve her complaint, a one-time goodwill credit was applied to Ms***’s account to offset the billed device replacement deductible in the amount of $ Based on this, Ms [redacted] verified that this resolved her inquiry Ms [redacted] provided feedback regarding her recent interactions with our retail store representatives We appreciate her taking the time to provide us with the details of her experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, pin *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst