Sprint Corporation

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his concerns with the performance of the Alcatel OneTouch Retro device associated with his phone number ending in ***, which has fallen short of his expectationsMr [redacted] requested that Sprint review this matter, provide him with the ability to return his device and provide him compensation for time that he has been unable to use the device to his full expectations Sprint has reviewed Mr***’s complaintPlease note all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP 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 We contacted Mr [redacted] on July 17, 2017, to address his equipment concernsAt that time, we advised Mr [redacted] that because he does not subscribe to TEP; therefore, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, Mr [redacted] may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Mr***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device During our conversation on July 17, 2017, Mr [redacted] expressed his dissatisfaction with our findings, advising that he was advised there is a known issue with the Alcatel OneTouch Retro deviceWe advised Mr [redacted] that we are unable to substantiate his claims as Sprint does not have any notice from the manufacturer that there is any known defect with this particular model of deviceWe must respectfully decline Mr***’s request to accept the return of the Alcatel OneTouch Retro device associated with phone number ending in [redacted] and waive any contractual obligations related to the respective Installment Billing AgreementIn order to provide an amicable resolution and closure to the matter, we offered a one time courtesy adjustment of $to offset a portion of his monthly recurring charges of $48, which is equal to twelve months of $monthly installment billing charges; however, we explained that we will not amend or adjust the signed Installment Billing AgreementMr [redacted] did not confirm his acceptance of our offer, and we advised him that should he wish to accept our proposed offer, he can contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

June 21, 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 inquiry of Mr [redacted] Sprint received this inquiry on June 3, 2016, and we appreciate your assistance in bringing our customer’s concern to our attention Based on the inquiry, Mr [redacted] states that he contacted Sprint in March and provided the IMEI (International Mobile Equipment Identity) number and was advised that his new Nexus that was purchased from eBay was compatible with Sprint’s networkHe further states that in June 2016, he visited a Sprint store and the store representative suggested that he purchase a SIM card; however, Mr [redacted] decided to contact our Customer Care department for assistance At that time, he was advised to move the SIM card from his old device, a Samsung Galaxy S4, to his new Nexus Mr [redacted] revisited the store and contacted our Customer Care department to activate his Nexus 5, and was informed that the Nexus was not compatible with Sprint’s networkAs a result, he is seeking assistance with this matter Sprint is committed to providing world-class customer service and it is our goal to resolve all matters brought to our attention In the information provided and during our our discussion with Mr [redacted] , he expressed his interest in activating a non-Sprint branded device on the Sprint network Based on our records, Mr [redacted] contacted our Customer Care department on June 2, 2016, regarding the activation of a device that he purchased on eBay At that time, Mr [redacted] was advised that the device he wished to activate is not compatible with our network As a result, we are unable to assist Mr [redacted] in activating the referenced device Sprint does offer Bring Your Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this time Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience We appreciate Mr [redacted] taking time to provide details of your experience with our products and services We are continually striving to improve the quality of service and products provided to our customers Please be assured that we value customer feedback and your concerns have been forwarded to the appropriate managerial staff to ensure we are delivering solutions that will meet the differing needs of our customers We regret any inconvenience that this matter may have caused Mr [redacted] If further assistance is needed, Mr [redacted] 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, Alethea BExecutive Services Analyst

Executive & Regulatory Services POBox Irving, TX June 22, Revdex.com Ward Parkway 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 complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that on May 29, 2017, she accepted a promotional offer that provides a $discount off the purchase price of a new iPhone upon upgrading However, she was later informed that an account alert prevented the upgrade transaction She has requested that the account alert be removed so that she may upgrade and accept the promotional offer We attempted to contact Ms [redacted] by telephone and e-mail on June and 21, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We look forward to assisting Ms [redacted] with her account issue and encourage her to contact our office In an effort to address Ms [redacted] ’s concerns, we have reviewed the account and do not find any restrictions that will prevent the line in question from upgrading We do however, find that the account is past due and the balance will need to be current prior to attempting the upgrade We regret any frustration this matter may have causedIf I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer service during her attempts to address the unauthorized addition of two lines of service to her account Ms [redacted] also expressed dissatisfaction with the length of time taken to speak with a member of our Fraud Department Ms [redacted] requested that we provide her with credit for her disputed charges and inconvenience while waiting to have the issue resolved We appreciate Ms [redacted] ’ bringing this matter to our attention and regret any delay that may have occurred in addressing her reported concerns Our records reflect that the two disputed lines of service were canceled by our Fraud Department on April 23, In addition, on May 1, 2017, they applied all the necessary credits to negate any charges associated with the two lines of service Further, on May 12, 2017, our Fraud department applied a credit of $to her account to offset one shipping fee We confirmed that they have completed their investigation and no further credit is warranted During our conversation with Ms [redacted] on May 12, 2017, we provided the information detailed above She reiterated her dissatisfaction with our customer service representatives and her concern with the referenced fraud issue We assured Ms [redacted] that her account security is a paramount priority to us and that we take that matter very seriously We further advised her that for this reason, our Fraud department closed her online account profile, and she had to open a new online account with a new PIN code We appreciate Ms [redacted] ’ taking time to provide details of her 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 inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

December 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with unexplained increased in her monthly Sprint charges and with the level of customer service provided by our representatives during her attempts to address her billing disputesShe requested that we released her from her contractual obligations with us as a result of those concerns and her inability to use her Sprint services at her job We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her experience to improve our customer service training and processes We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s billingHowever, our review of her account billing confirmed that her monthly charges have been correct and valid based on her chosen rate plan and equipment options but that she recently authorized a rate plan change that will lower her monthly charges during an interaction with our Customer Care department During our December 5, 2016, discussion with Ms [redacted] , we explained her rate plan and equipment-related charges in detailMs [redacted] indicated her understanding of our explanation and her satisfaction with her new rate plan and updated monthly billingAlthough we were unable to identify any error on the part of Sprint related to her billing inquiry, we offered credits totaling $to offset a portion of her service chargesMs [redacted] accepted that offer, and we applied the credits as agreed Ms [redacted] also expressed concerns regarding her account unrelated to the issues brought forth in this filingWe are pleased to confirm that we fully addressed those matters, as well, and that Ms [redacted] is satisfied with our actions We regret any inconvenience these matters may have caused but are pleased that we were able to assist Ms [redacted] ’s account concerns satisfactorilyIf we can be of further assistance with her account, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between 9:a.mand 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed charges over $reflected on his Spirnt account for a line of service that is not in use He requested that we remove those charges that he believes are erroneous We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint billing We confirmed that Mr [redacted] has not exceeded the allotted minutes in his rate plan and that the referenced charges included in his actual account balance However, we identified that a systematic error led to the disputed charges reflecting on his online account as overage usage charges We spoke with Mr [redacted] on July 17, 2017, and provided him with our findings Although no Sprint billing errors were identified, we offered to apply a credit of $to his account as a one-time courtesy to offset a portion of his current service charges Mr [redacted] accepted our offer, and we applied the credit as agreed, leaving his account with a credit balance of $ He expressed his satisfaction with our resolution We regret any inconvenience this concern may have caused If Mr [redacted] has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

September 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he cancelled his account with Sprint after being advised by one of our retail representatives that he does not have an active agreement for lines ###-###-####, and ###-###-####However, he stated he was billed early termination fees for both lines, totaling $He requested copies of the subscriber agreements and has not received theseLastly, Mr [redacted] stated he was told to go to the store and return the airave; however, they advised him to ship it back to SprintAs a result, Mr [redacted] is requesting that we adjust the disputed charges and stop collection activities, and also send the return kit to send the airave back Our records reflect that Mr [redacted] upgraded line ###-###-####, on October 10, 2013, on a 2-year term agreement, and line ###-###-#### on November 12, 2013, on a 2-year term agreementFurthermore, we determined that Mr [redacted] was also mailed copies of the agreements on October 14, 2013, and November 15, 2013, to the address on file Additionally, we also sent the return kit to the address on file to facilitate the return of the airaveWe will then adjust the $fee for the airave once returned in good working condition When Mr [redacted] accepted Sprint service agreements on October 10, 2013, and November 12, 2013, he consented to retain services for two years from that date As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchases Therefore, because he canceled his services effective November 30, 2014, prior to the fulfillment of the agreed-upon term, the account was automatically assessed $in Early Termination Fees During our September 5, 2017, conversation with Mr [redacted] , the information outlined above was explained to him Although no error occurred on the part of Sprint, as a courtesy, we offered to adjust the airave charges totaling $with the return of the equipment in good working conditionWe also offered to adjust $328.93, equal to one-half of the $Early Termination Fees Furthermore, we informed Mr [redacted] that because the charges are valid, the negative report cannot be removed However, we can update it to paid in full after he returns the airave device and pays the $remaining balanceWe informed him the offer is good for 14-days If we can be of further assistance with this matter, or to accept our offer within the next days, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, [redacted] *Executive 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] I have responded to the emails sentI want my lines canceled Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

April 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s complaint, he is disputing his final account balance because he canceled service during the Sprint Satisfaction Guarantee time period advising the coverage did not meet his wireless needs Mr [redacted] also indicates that he traded in five devices that were not returned when he canceled services We regret that our service did not meet Mr***’s expectations Our records indicate that his residence is located in a fair coverage area, which likely contributed to the problems he experienced To address this matter, we applied credits to Mr***’s account totaling $to offset the final balance due In addition, as outlined in the terms of the Sprint Buyback Program, we cannot return a device once it is traded in; however, as a gesture of goodwill, we have provided Mr [redacted] with five like devices, which he accepted as final resolution to this matter If Mr [redacted] needs further assistance with this matter, 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 J [redacted] Executive 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 way the sprint explain the complain and their response is distortedIt was not because of multiple billing issues, but their breach of agrement by increasing the monthly payment $without prior notificationI was charged $termination (cancellation) fee, which was not part of agreementI have attached all documents that I signed with SprintI agreed to reurn the device (the conversation is recorded), but they have to compensate me for all the hardship and loses I had because of this disputeThey ruined my credit score, and other financial processes depending upon Regards, Anila V***

[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, [redacted] ***s

In Ms [redacted] ’s rebuttal; she stated that that she paid the upgrade activation fees when she initially attempting to upgrade her devices at a Sprint store As a result, she is requesting a credit be applied to her account to offset the charges reflected on her August invoice In an effort to amicably resolve this matter, a total adjustment of $was applied to the account on September 5, 2017, to offset the upgrade fees reflected on the August invoice We contacted Ms [redacted] at the telephone number included in her inquiry and via email on August and September 5, Unfortunately, our attempts were unsuccessful, and Ms [redacted] has not replied to our attempts to discuss the concerns reported to your office Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, we ask that Ms [redacted] to contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concerns

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated she was on a price plan where the $access fees are waived She said her device on line of service ending on [redacted] was damaged, and she was advised she will have to change the number; however, she was not aware she will be charged for the $access fees As a result, Ms [redacted] is requesting that we correct her bill and credits for the overcharge Our record reflects that Ms [redacted] started service with Sprint on August 20, 2015, and on our promotional 10GB data share plan with the $access fee waived She added line of service ending [redacted] on August 6, 2016, and cancelled line of service ending ***However, the code was not added to waive the $access feesTo resolve this matter, we added the code to line of service ending [redacted] on July 10, We also confirmed Ms [redacted] account was credited $on May 12, 2017, for the eleven months she has been paying the $access fees During our July 13, 2017, 2017, e-mail conversation with Ms***, the information was explained to her Ms [redacted] confirmed her understanding and thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with customer care representativesWe 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 inconvenience this matter may have caused, and are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicated her device on phone number ending [redacted] was lost/stolen and she changed the plan to a Seasonal Standby plan for $a month She further stated that her other device on phone number ending [redacted] was damaged and she inquired about making an insurance claim because she subscribes to Total Equipment Protection (TEP) programMs [redacted] indicated she also has the iPhone for Life plan and decided to upgrade to a new device instead of making the TEP claim However, when she attempted to upgrade her device, she stated she was required to pay $before she could purchase the new device Last, Ms [redacted] indicated she would like her service restored, a lower cost plan, keep her iPad promotion, and indicated she has never missed a payment As a result, she is requesting assistance with these matters We reviewed Ms***’s account and confirmed phone number ending [redacted] had an iPhone 5s purchased via a two-year service agreement The plan was changed to a minute talk and messaging plan for $a month effective February 29, This line of service was then canceled on August 26, 2016, and the account was not assessed an Early Termination Fee Our records reflect that Ms [redacted] purchased an iPhone for phone number ending [redacted] on November 20, 2014, via our lease program, and was eligible for our iPhone Forever Program This program allows a device upgrade to the next generation iPhone after lease payments are received When a customer is eligible for the upgrade, the current device is either returned to us in good condition or a customer has the option to purchase the device for an End of Lease (EOL) charge Ms [redacted] upgraded to the iPhone on September 15, Her account was assessed the $EOL charge; however, an offsetting credit was applied on November 7, 2016, when the device was returned to our warehouse This matter was previously resolved During our conversation with Ms [redacted] on June 5, 2017, we provided her with a breakdown of her monthly service cost for her phone and iPad line of service In our review, we included the cost of the service plan, the Total Equipment Protection option, and the device cost Ms [redacted] accepted the cost estimate and confirmed her issues have been addressed and resolved The last payment posting to Ms***’s account was on March 15, 2017, but it did not include the full balance due As a result, her service was suspended on April 17, We restored her service on May 31, 2017, while we completed our review of her complaint We issued credits for Ms***’s late fees and reconnect fees Ms [redacted] indicated she would remit a payment to her account next weekIf Ms [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productIn his complaint, Mr [redacted] expressed his dissatisfaction with the level of service received from our representatives during his attempt to address his billing concerns citing, he was double billed for services in July and was charged for services he did not receiveMr [redacted] further states he lost his device and canceled his account; however, he was assured he would receive a refund We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review Our records reflect Mr [redacted] made a $payment for services on July 2, 2015, in addition his price plan was changed and he was billed $for services on July 2, 2015, as wellOur records further support on July 6, 2015, Mr [redacted] contacted Customer Care and requested a refund since his device was stolenFinance confirmed that his bank issued a charge back for the $payment and because more than minutes of airtime were used, we were unable to issue a refund for the $payment he madeAs outlined in our Virgin Mobile Terms and Conditions of Service, payments remitted to Boost Mobile for services are non-refundableAs such, although we regret the circumstances, as a gesture of good faith, we are willing to transfer $to a family member’s VMU, Boost Mobile or Sprint account During our discussion with Mr [redacted] on August 14, 2015, we advised him of the above informationSince Mr [redacted] advised us his device was stolen, we offered to send him a complimentary device for him to use and we applied a $credit towards his account to offset one month of serviceMr [redacted] will receive his complimentary device within 3-business days and we are happy to report he confirmed satisfaction with the resolution offered On behalf of Sprint, I apologize for any inconvenience Mr [redacted] has experienced regarding this matter and regret that we lost his businessIf you have any additional questions regarding these issues, you or he can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 6:p.mCentral Time Sincerely, La Taushia L La Taushia L Executive Services Analyst

Tell us why here...July 25, 2017Kansas City Revdex.com Ward ParkwayKansas 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 attentionIn her inquiry, Ms [redacted] described her unfavorable customer experience during the activation of her Sprint services, advising that she voiced her desire to have services with no contractual obligation but that she has recently learned that her equipment is associated with a lease agreementShe requested that we allow her to terminate her Sprint services with no additional billing.We regret any misunderstanding that may have occurred related to the terms of Ms [redacted] ’s Sprint account or equipment financingOur records reflect that she accepted an 18-month equipment lease agreement when she activated her Sprint services on January 5, A copy of the transaction, including the terms of her accepted device lease, was provided to Ms [redacted] at the time of the activation transaction, and we confirmed that she signed the corresponding lease agreement at that timeWe spoke with Ms [redacted] on July 24, 2017, and explained the information outlined aboveWe also informed her that we are unable to identify any error on the part of Sprint related to the referenced equipment activation transactionWe then explained to Ms [redacted] that she has the option of paying off her device lease amount of $Ms [redacted] indicated her understanding of the information providedShe also understands that, once her device is paid off in full, she can cancel her Sprint services at any time with no further chargesMs [redacted] indicated her satisfaction with our resolution.We appreciate Ms [redacted] taking time to provide details of her experience with customer careWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review.We regret any inconvenience this may have caused Ms [redacted] , as well as the possible loss of her businessIf we can be of further assistance with these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time.Sincerely, Leland [redacted] *.Executive Services Analyst

December 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Jodi M*** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJodi M*** We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal, MsM [redacted] stated that when she reviewed her charges, she noticed that her bill was reduced to $ She further stated that she believes that her charges were incorrect and we credited a portion of the charges only to bill her for the difference on the following bill cycle As a result, her bill reflected a $balance Furthermore, MsM [redacted] described an unfavorable customer service experience during her attempts to resolve her billing issue And last, MsM [redacted] stated that in June when she advised one of our representatives that she lives in a woodsy area and had a connectivity issue, she was offered the Magic Box She stated that she was recently advised that the Magic Box will only improve her data issues, but not her voice connectivity issues As a result, MsM [redacted] requested assistance with her reported issues We attempted to contact MsM [redacted] via telephone and e-mail on December 5, 8, and 11, 2017, to discuss her reported concerns; however, we were unsuccessful in reaching her We also mailed a letter to her address on file acknowledging our receipt of her inquiry and requesting that she contact us regarding these matters As outlined in our prior response on August 15, 2017, we advised MsM [redacted] that her monthly service plan would be $90, plus applicable taxes and surcharges, if her account was enrolled in our automatic payment and eBill programs because she would receive a $monthly credit per line of service Moreover, because of any possible misunderstanding regarding our service plan terms, we previously offered her a $account credit, which is equivalent to a $monthly credit for three months that she would have received if her account was enrolled in the aforementioned programs We also offered her a $credit for her coverage issues for a total credit of $ MsM [redacted] accepted our credit offers Furthermore, our records reflect that her bill was $as a result of the noted credits that she received Our records reflect that her charges totaled $in October because we did not receive her September payment in full by the due date As a result, MsM***’s unpaid balance carried forward to her October bill Our records further reflect that on October 17, 2017, she remitted a $payment and on November 3, 2017, she remitted a $payment, and the remaining balance carried forward to the November bill As a result of our account review, we were unable to identify a Sprint billing error; however, we welcome MsM [redacted] to contact us should she have any questions about her account Regarding the connectivity issues, we reviewed the coverage in MsM***’s local service area our records reflect that all network upgrades have been completed We will need to speak with her to collect the information necessary to determine if her connectivity issue is device-related or if we will need to open a network ticket to further investigate the matter We appreciate MsM [redacted] for taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review We regret any inconvenience that MsM [redacted] may have experienced and appreciate her businessIf we can be of further assistance with these concerns, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

January 5, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Sprint Account #xxxxx Sprint Case # [redacted] Case # [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced rebuttal complaint for [redacted] This complaint was served to Sprint on January 2, Mr [redacted] ’s filing expressed his dissatisfaction with his attempts to receive a $promotional poVisa card, per lines of service for his Framily referral lines of service He is requesting that Sprint process a $promotional poVisa card for his lines of service Based on the aforementioned Framily Referral promotion, our customers were required to register online at Sprint.com/Framilyreferral to participate and receive a $Visa prepaid card, per line of service Since the aforementioned requirement was not met, Sprint or Visa cannot process his request We trust this letter responds to your inquiry If we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at 1-###-###-#### Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, /s/ [redacted] L Executive and Regulatory Services Analyst Case: [redacted] , [redacted]

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11390476, [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 In the information provided, MrWojdelko expressed his dissatisfaction with the delay in our addressing his billing concerns, citing that we did not honor the terms of a promotional pricing plan offered to him when he established Sprint services and with our not providing means for him to return an unusable Airave device for which we are now billing him He requested that Sprint accept a final payment of $to settle his account balance and forward a return envelope to return the Airave to us We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide Please be assured that we value customer feedback and will utilize his input to improve our training and processes Our records reflect that Mr [redacted] activated services with us on September 3, 2015, and that we sent an Airave indoor signal booster unit to him on November 17, 2015, in an effort to improve his ability to use his Sprint services indoors Our records further reflect that he requested the cancellation of his services on December 29, Pursuant to the device installment billing agreement Mr [redacted] accepted in September 2015, the remaining unpaid balances associated with his financed devices, totaling $1,001.63, were assessed to his Sprint account when his services were terminated In addition, because we did not receive the Airave device back into our possession after the termination of his services, we assessed charges totaling $to his account for that equipment During our discussion with Mr [redacted] on April 15, 2016, we explained the information referenced above We also informed him that we applied credits totaling $to his account to offset monthly plan charges not previously manually or systematically credited as they should have been while his service was active and explained that we were unable to determine what anomaly prevented those charges from being credited each month Mr [redacted] accepted the information presented As a demonstration of our commitment to excellence, we then offered to credit the remaining balance reflected on his Sprint account in full if he returned the Airave unit and both of his mobile devices to us in good working condition within the next days Although Mr [redacted] confirmed that our offer was equitable, he advised that he can only return the Airave device to us, as he is no longer in possession of the mobile equipment As a result, we amended our offer to include a credit of $to his account upon the return of the Airave device, for which we forwarded a prepaid shipping envelope to his billing address Because Mr [redacted] is unable to return his mobile devices to us, he is aware that we must respectfully decline his request that we credit the unpaid balances assessed for them We invited MrWojdelko to remit payment of his remaining $past-due balance to avoid future collections activity or to contact GC Services toll-free at [redacted] to negotiate or arrange satisfaction of that balance At that time, Mr [redacted] indicated his satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , extension *** I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, [redacted] **Executive 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: Sprint may say that their network is "good." However, "good" is a relative term However, if they were to actually listen to their customers, they would receive the feedback regarding dropped calls, inability to hear callers, low bars often, difficulty placing calls because of signal issues, etc When they say "good" it seems they have a different standard compared to their customers Regarding the billing, I have had many conversations regarding the billing and witnesses What was offered to us on the phone was obviously not documented They have recorded calls, they can simply review those calls to get the proof This response from Sprint tells me that Sprint cannot be trusted at all Regards, [redacted]