Sprint Corporation

[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: Regards, [redacted] I called Sprint too see if they would work with me as they disconnected my serviceI told them I didn't have the $and if they could somehow understand my situation of being injured at work and on workers compensation which only paid me 2/3’s of a part time incomeThat's tough livening off $a monthSprint told me in order to restore my service I would have to pay the $in full with no exceptionsThey also told me I would then be charged $early termination fee for the tablet for which [redacted] was under contract stillI asked them where I could return the tablet as I didn’t want it anymoreThey told me they couldn’t return it as I owned it and [redacted] told them I didn't want it anymoreThey also told me they would keep my cell phone number, which I have had for almost yearsThey said if I tried opening an account with another cell provided that Sprint wouldn’t release my phone number due to having an outstanding balance dueThey also told me my account would be sent to collectionsThey essentially bullied me into paying the bill even though there was no other outstanding balanceHere were my options:1) Pay Sprint and have my service restored.2) Don't pay sprint, have an outstanding bill of $with an additional $early termination fee added on top of collections then trying to get the money all the while ruining my credit and not being able to keep my number, that's if I were even able to open an account with another cell provider.I thought about what I should do and was forced to pay the Sprint bill instead of rentSprint would rather see me homeless with a cell phone, fantasticI was using my cell for a hotspot so I wasBlow to use my tablet to do my school work as I am a studentThis personal hotspot came included with many.cell phone media package I already paid monthly forIn retrospect, *I wonder why Sprint was charging me $50-$a month only a year earlier in order to get wifi on my tabletThis [redacted] is now a second issue I have with Sprint so do I need to open up another case regarding this complaint?So, yes I paid the Sprint bill but I do not consider my complaint resolvedThey bullied me into paying the billI didn't have cell service nor could I transport my cell number to another companyOntop of this I wouldn’t have bend able to even open an account with another provider as my credit would have reflected red the history with Sprint and I probably would have been charged a feee due to Sprints mess.How can Sprint get away with this?Sincerely, [redacted]

September 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Richard [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by MrRichard [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’ complaint, he is disputing his recent billing because it is higher than anticipated after switching to Sprint He indicates that he did not receive the $credit he was promised for three months by a Telesales representative and that he had just paid a bill, but now his account is reflecting a past due as a new invoice generated Mr [redacted] is requesting that his past due balance be waived and that he receive the $credit he was promised And last, he wants Sprint to ensure his billing will be no higher than $per month We contacted Mr [redacted] and spoke with him at length regarding his dispute We advised that his billing is higher than anticipated because of a recent billing cycle change completed to accommodate a different payment due date he requested As a result, his services were pushed out approximately additional days and a new invoice generated Any unpaid balance on his account will become past due when the new invoice generates; however, please note that there was no duplication in the service dates and the charges are valid Nonetheless, based on any misunderstanding that may have occurred regarding the cycle change process and because he never received the $credit he states was offered by our Telesales department, we applied credits to his account totaling $to offset the past due balance on his accountMr [redacted] ’ account balance was subsequently reduced to $due by September 14, 2017, to which he accepted and agreed Mr [redacted] ' monthly service charges are estimated at $including taxes and surcharges In order to bring him to the rate he desires at approximately $per month, we explained he must set up auto-pay on his account to qualify for additional discounts of $per line X lines plus waiver of the $Account Spending Limit program charge With these added discounts, his total monthly service charges are estimated at $ We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her monthly charges being higher than quoted when she purchased a device from us in September 2016, advising that promotional Buy-One-Get-One equipment credits have not awarded as offered Ms [redacted] also described unfavorable customer experiences during her unsuccessful attempts to address that concern She requested that we meet the promotional offer originally presented to her We regret any misunderstanding that may have occurred related to Ms [redacted] ’s equipment billing Although we confirmed that we offered a Buy One Get One (BOGO) equipment promotion from August though September 22, 2016, our records reflect that Ms [redacted] did not make her referenced equipment purchase until September 24, As a result, she was not eligible for the promotion On January 20, 2017, Ms [redacted] escalated her concerns to one of our Customer Care supervisors At that time, in addition to other changes to reduce her monthly rate plan and other account charges, we arranged for a $credit to be applied to Ms [redacted] ’s account each month for the duration of her device lease agreement term to address her BOGO promotion concerns As a result of those updates and changes, Ms [redacted] ’s monthly charges should now be more consistent with the amount she noted in her inquiry During our April 19, 2017, conversation with Ms [redacted] , we discussed the above-noted information Although she accepted our position in the matter, she continued to voice dissatisfaction with her monthly billing amount, advising that she would like to further reduce her billing We invited Ms [redacted] to review our available rate plans to determine what plan might better meet her wireless communication needs at an acceptable monthly rateWe assured her that she can change her rate plan at any time, and we invited her to contact us directly with any additional questions she may have about our available options We appreciate Ms [redacted] ’s taking the time to provide us with the details of her customer service experience We are continually seeking ways to improve the quality of service provided to our customers Our representatives are required to attend extensive training classes before they are released to assist our customers Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these issues, she 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

[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: When I last spoke with the representative from sprint he stated that he would "see what he could do" about the credit for the return kit that was never sent to usHe asked if I still had the cards that Sprint sent us when we switched from [redacted] and asked if I would be willing to use those to offset the cost I told him we had all but one and that we would use them for that purpose However, I asked why our balance was higher than the retail price of the phones even after the installments payments that were made I asked why Sprint was trying to charge us more than the cost of the phones and was told that he would get back to me on that as well I have not heard back from [redacted] regarding these issues I am willing to pay the retail cost of the phones, minus our installment payments but I am not willing to pay Sprint above that so that they can profit from unfair marketing practices I am also not willing to pay for an installment contract on a phone that I did not receive and they still have not agreed to adjust the installment contract cost to the cost of a 32gb phone They have only given us a credit for the difference in the installment payments I feel that they unfairly, and illegally performed the switch on our service which was in my husbands name who was not present They ran his credit report without disclosing that to me, or HIM, and without his consentThey told me that I only needed to sign his name to switch the serviceThey did not request my identification or that of my husbands, who was primary on the account In light of all of this, I think it's more than fair for us to request to be released from our contract for the cost of the cards that they sent us Regards, [redacted]

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Patricia B [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsPatricia B*** We appreciate your assistance in bringing our customers' concerns to our attention and regret the circumstances that led MsB [redacted] to contact your agency once again In her original filing, MsB [redacted] expressed her dissatisfaction with our assessing a $restocking fee for a device that she declined to accept during a recent device upgrade transaction attempt at one of our retail locations She also described unfavorable customer service experiences during that interaction and her attempts to dispute the charge MsB [redacted] requested that we provide a refund of the restocking fee and provide additional compensation for the inconvenience she experiencedIn her rebuttal, MsBanks expressed her dissatisfaction with our December 7, 2017, response in this matter We regret any possible misunderstanding that may have occurred with regard to our Sprint Satisfaction Guarantee (SSG) and restocking fee Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy Customers may return their 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 tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged With the Sprint Satisfaction Guarantee, we will refund any activation fees for returns completed within three days of activation Customers are responsible for all monthly service charges, access and airtime charges, and related taxes, surcharges and fees accrued through the deactivation date This policy may not reflect the return policies of our authorized third-party dealers or retailers For additional information on the Sprint Satisfaction Guarantee, please visit our website at www.sprint.com/guarantee In our December 7, 2017, response, we noted that we had arranged for a $Restocking Fee credit to be applied to her account and a $refund to be sent to MsB*** In addition, we applied $in courtesy credits to her account to offset the $account balance as is reflected on her November 16, 2017, invoice, based on our finding that the device for which a restocking fee had been assessed had not been activated Further review of the matter revealed that on November 19, at 5:p.m., the referenced LG Stylo device was activated to MsBanks’ line ending in via transaction Our records reflect that on that date at 7:p.m., MsB***’ LG Gdevice was activated to her line ending in via transaction [redacted] Since the LG Stylo device had been unpackaged, activated, and personalized to MsB***’ service, assessing a $restocking fee was valid and payable to Sprint Consistent with our SSG, a $activation fee for each activation was not assessed In her rebuttal, MsB [redacted] expressed her dissatisfaction with her receiving additional compensation as a credit toward her November 16, 2017, invoice chargesShe requested that she receive an additional $refund With respect, we would note that MsB***’s request for additional refund is not associated with a payment to be reversed Further, the courtesy concessions that we applied to date, exceed the amount of her original request Finally, we have elected not to reverse the refund and account credits awarded, despite a portion of the charges being valid and payable to Sprint As a result, we must respectfully decline MsB***’ request for an additional refund Currently, her account is in closed status and reflects a zero balance During our December 27, 2017, conversation with MsB***, we discussed the previous information We regret that MsB [redacted] remains dissatisfied with our response In an effort to reevaluate our position, we have discussed this matter with our Executive & Regulatory Services team After thoroughly reviewing the account records, we have confirmed that our current response is correct As a result, our position remains unchanged and all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused MsB*** If we can be of further assistance with this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext4351, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

October 18, 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: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that when her device stopped working she visited a service and repair center and was advised that there was a manufacturer defect with the device She stated that she didn’t understand why she had not been notified She stated that it was still under the manufacturer’s warranty and she was advised to send the device to the manufacturer for repair She stated that she was not offered a loaner phone or a credit adjustment for the time that she would be without a device She is requesting not to be charged while her device is at the manufacturer being repaired In addition, she is requesting to cancel with a waiver of the cancellation fees 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 Our records reflect that Ms [redacted] does not subscribe to TEP on her telephone number Therefore if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [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 Ms***’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, she 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 deviceFurther, Sprint does not provide loaner phones or credit for time without device as part of the warranty process We spoke to Ms [redacted] on October 11, 2016, and provided her with the above-referenced information At that time, she stated that the manufacturer had advised her that the repaired device has been shipped back to her She confirmed that she has received credit in the amount of $because of the issues with her device In an effort to reach an amicable resolution, we offered and she accepted a $account credit, as a result her current balance reflected is zero She stated that she considers the issue resolved to her satisfactionWe regret any inconvenience these matters may have caused If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

Tell us why here...September 22, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com file [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on August 31, We appreciate your assistance in bringing our customer’s concerns to our attention In Mr [redacted] ’s filing, he stated he has been having problems with his LG GdeviceMr [redacted] stated he received a refurnished device; however, the battery does not hold a charge, GPS fails, and he unable to send and receive text messagesMr [redacted] further stated that he has to restart the device or put it on airplane mode before utilizing the services on the deviceMr [redacted] advised that he has contacted our Customer Care group to report the issue; however, it has not been resolvedAs a result, Mr [redacted] requested that Sprint cancel the agreement and allow him to return the device According to our records, on August 30, 2015, Mr [redacted] upgraded phone line ending in [redacted] via Sprint Lease AgreementAt that, Mr [redacted] enrolled in Total Equipment Protection (TEP)plan for $per month, which 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 warrantyTherefore, if the problem with Ms [redacted] device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits On September 14, 2017, Mr [redacted] ported his phone line to another wireless providerIn order to ensure satisfactory and mutually acceptable resolution, we attempted to contact Mr [redacted] via phone and e-mail on September and of 2017, and mailed a letter to the address on file on September 13, 2017, advising him of our receipt of his complaint and our need to speak with him directlyTherefore, we continued our contact efforts to Mr [redacted] on September 18, 2017, without successShould Mr [redacted] require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenience Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] as a customer and have forwarded his feedback to the appropriate managerial staff for further review If Mr [redacted] would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, [redacted] * Executive Services Analyst

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry 12235050, [redacted] [redacted] Sprint Account xxxxxx Sprint Case 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 attentionIn his inquiry, Mr [redacted] states on April 22, 2017, he visited the Sprint store to add his fiancé’s and his line on the same service plan He states that his fiancé was previously with another wireless provider and he was under his parent’s service planHe states upon signing up for service, the store representative advised him that he will not receive another bill from the previous provider However, if he does, he could bring the bill to the store and Sprint will pay for it Therefore, he decided to switch service As a result, Mr [redacted] request that he be refunded in the form of an account credit, or a check for the charges assessed from his previous carrier Please be advised that we attempted to contact Mr [redacted] by phone and e-mail on July 13, and 21, 2017, to address his account concerns; however, we were unsuccessful in reaching himWe also mailed a letter to the address on file, advising him of our receipt of his complaint and our need to speak with him directly At this time, we have not received a response to our contact attempts 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 Mr [redacted] to contact us at the number provided below at his earliest convenience in order to complete the authentication process and address his concerns in detail Upon initial review of this matter, we are unable to remit payment to other carriers If we can be of further assistance with this matter, or if there are still outstanding account concerns, Mr [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

October 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, Laurie A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of MsLaurie A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once againAccording to Ms [redacted] ’s filing, she states that she still is unable to view her bill online as she cannot sign into her online accountShe further states that she has not received her paper statement, and she was charged twice for an unspecified feeAs a result, Ms [redacted] is requesting the ability to view her bill online and compensation for her inconvenience We spoke with Ms [redacted] on October 11, 2017, regarding her concernsWe advised her that we engaged our internal technicians for further investigation of her inability to log into her online account via the Sprint websiteThe technician attempted to reach Ms [redacted] on October 11, 2017, and was informed that it was an inopportune time to speakAnother attempt to speak with Ms [redacted] was made by the technician on October 17, Unfortunately, the attempt was unsuccessfulOur office attempted to speak with Ms [redacted] via phone and e-mail on October 18, Unfortunately, our attempts were unsuccessful as wellShould she still require assistance with accessing her account online, she can contact our office directly at her earliest opportunity In response to Ms [redacted] ’s billing concerns, our office reviewed the customer summary that she received at start of service outlining her plan and chargesShe originally signed up for three phone lines ending in ***, ***, and [redacted] on the Unlimited Freedom plan with a Monthly Recurring Charge (MRC) of $145, and one tablet line ending in [redacted] with an MRC of $At that time, the plan MRC before taxes, surcharges and fees was $She added line ending in [redacted] on August 18, 2017, and the plan MRC increased by $That line also has Total Equipment Protection (TEP) for $Equipment charges for lines ending in [redacted] and [redacted] total $Therefore, the total Monthly Recurring Charge before taxes, surcharges and fees is $per month As such, we were unable to identify any Sprint billing errorSprint appreciates your business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that a credit or waiver of the service agreement is warranted for this matter We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter or to accept our offer, Ms [redacted] can contact me 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, [redacted] *[redacted] *.Executive Services Analyst

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

August 1, 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: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , submitted on behalf of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] requested clarification regarding Sprint’s unlocking policies and requested that Sprint ‘unlock’ an iPhone device that was activated on Sprint's network Ms [redacted] indicated that she is seeking the ability to activate the iPhone on a different domestic carrier’s network Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of your device to allow you to insert 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 it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at [redacted] Our records reflect that Ms [redacted] ’s iPhone associated with phone number ending in [redacted] is eligible for MSL unlocking Please note that we provided Ms [redacted] with the MSL associated with her device on August 1, Unfortunately, as noted above, we cannot guarantee that the device will be interoperable with another carrier’s network If I can be of further assistance regarding this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

To Whom It May Concern:I did hear back from Sprint after sending the email to your companyThey agreed to issue a credit to another account in the amount of $Ella apologized for the inconvenienceHowever, the customer service is still ridiculousI was on the phone almost an hour and a half and hung up with no resolutionThen she called back and did resolve the issue.Just wanted you to knowI have never filed with the Revdex.com, and thought this might save you some time investigating this complaint.Thank you for your time! [redacted]

November 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX6239, [redacted] Sprint Case 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 According to the information provided, Ms [redacted] stated that she has not received her employer discount on her Unlimited Freedom plan in over a year Ms [redacted] requested that we reinstate her discount and apply credit for her discount for the previous months We spoke with Ms [redacted] and advised that in order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountCustomers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Ms [redacted] not complete the validation process, she will not receive the discount Additionally, we advised Ms [redacted] that once she submits her proof of eligibility and it is approved, she will receive a $discount on her Unlimited Freedom plan We offered to apply a credit of $to her account in lieu of the $discount for the previous months; however, Ms [redacted] declined our offer We further advised Ms [redacted] that she can get an additional credit of $per line of service per month if she signs up and maintains both our auto pay and e-bill options We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was charged Early Termination Fees although he canceled his account due to coverage issues He has requested that we waive his Early Termination Fees According to our records, Mr [redacted] canceled his account on June 25, As resolution to his coverage issues, we applied a $credit to his account to offset the Early Termination Fees reflected on his June invoices Should you have any questions regarding this matter, you or Mr [redacted] can contact me directly at , or by calling our Executive & Regulatory Services department toll-free at 1-855-848- I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] Executive Services Analyst

March 28, 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: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] *** We appreciate the opportunity to address her account concerns In her inquiry, Ms [redacted] indicates she canceled her service and returned her leased devices to a store She indicates she has the receipt confirming the return She further states that her account has been sent to a collection agency for the disputed lease charges As a result, she is requesting we review this matter We reviewed Ms***’s account and confirmed she returned four leased devices to a Sprint store We also confirmed that she has only received credit for one device As a result, we issued credit for the remaining three End of Lease (EOL) fees As a result, Ms***’s account reflects a zero balance and is no longer in collections If we can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

Tell us why here June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 16, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr [redacted] expressed his dissatisfaction with the inability to update his price plan to the Unlimited Freedom promotional offer for $per month on phone line ending in [redacted] via Sprint.com on-line services Mr [redacted] requested that Sprint to review this matter and honor this promotional price plan In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingOur records reflect that on May 5, 2017, Mr [redacted] contacted our Customer Care group stating that he was promised that we would honor to update the price plan on phone line ending in [redacted] to the Unlimited Freedom promotional plan for $per monthPlease note that we are unable to substantiate this claim and our records do not support that he qualified for the referenced promotional planWe spoke to Mr [redacted] on May 31, and discussed our findingsDuring our conversation, we advised Mr [redacted] that we regret any miscommunication that may have received regarding Sprint’s promotional price planHowever, we are unable to honor the $Unlimited plan since Mr [redacted] is an existing customer and is placed on an Account Spending Limit Furthermore, we have communicated with Mr [redacted] and we would like to provide him with optional price plans that maybe available to him or he may log onto his MySprint.com account to view the existing plans available As of today, we are currently negotiating alternate options with Mr [redacted] and have agreed to follwith him accordingly to ensure a satisfactory and mutually acceptable resolution We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [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 TimeSincerely, /s/ Regina S.Executive Services Analyst

Tell us why hereJune 30, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [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 his inquiry, Mr [redacted] stated that he was offered the Samsung Galaxy 8S percent off lease promotion He further stated that he was advised that the he could keep the leased device after he fulfilled his lease contract However, he later learned that this information was not accurate Furthermore, he stated that the four devices that he had from his previous service were activated as new devices and that he was billed for three days of services As a result, Mr [redacted] requested that we credit his account balance to zero We regret any possible misunderstanding that may have occurred regarding the above-noted Sprint account and Mr [redacted] ’s dispute The percent off promotion was offered for customers who ported to Sprint They would receive half off the monthly lease charge on a leased Samsung Galaxy Sdevice or a discounted Samsung Splus device Upon the fulfillment of the lease contract, customers have the choice of returning the device or pay for the Lease Device Purchase and keep the device per the terms of the lease agreements Moreover, our records reflect that Mr [redacted] established his services on June 14, 2017, and canceled his service on June 15, Our records further reflect that after credits received, he had a remaining $balance and that his disputed charges were credited on June 17, During our conversation with Mr [redacted] on June 23, 2017, we advised him that his disputed charges were credited As a result, his account was in final status with a zero balance He requested that we refund his $and his $in account payments On June 26, 2017, we advised Mr [redacted] that we processed a $refund to his financial institution and he will need to follow up with his financial institution after five business days to confirm this posting We further advised him that our records reflect that we processed a $refund on June 15, 2017, to his financial institution Mr [redacted] stated that he was satisfied with our handling of the matter We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail 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 Mr [redacted] , as well as the loss of his business If we can be of further assistance with these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Minnie SExecutive Services Analyst

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] reports that she was shipped the wrong devices and needs to return them Ms [redacted] states that she has called several times to have return kits sent to but has not received them Ms [redacted] is requesting the return kits We spoke with Ms [redacted] on April 24, 2017, and reviewed her accountShe confirmed that she has received the return kits for the devices and she will be returning those devices Ms [redacted] also requested to return the new iPhone that is associated with line ending in ***Ms [redacted] will return her three devices for credit of the Lease Cancellation Charges and End of Lease Purchase Option ChargesUpon receipt of the devices in Sprint’s warehouse, in good condition, using the Return Kit provided, the Lease Cancellation Charges and End of Lease Purchase Option charges will be adjusted This offer will expire on May 25, 2017, the end of the next full billing cycle Ms [redacted] confirmed that these actions have resolved her inquiry We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

October 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***Sprint received this inquiry on September 16, We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] states that in August 2016, her account was not set up correctly As a result, she was offered account credits to correct this matter; however, these account credits have not yet been appliedAfter reviewing her account and speaking with the customer service representatives, Ms [redacted] was later informed that the credits were indeed not applied, and that the account was not noted regarding the credit offers As a result of this matter, Ms [redacted] would like to cancel her account and send her devices back We spoke with Ms [redacted] regarding her account billing concernsDuring our discussion with Ms***, she confirmed that she received credits totaling $to her account, pertaining to her billing dispute Additionally, we further assisted Ms [redacted] with a different billing matter and confirmed that her issues are now resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers and assure Ms [redacted] that her feedback will be used to improve training and processes If Ms [redacted] needs further assistance regarding this matter, she may contact me 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

June 28, Dear MsRios: Sprint is in receipt of the above-referenced complaint of Mr [redacted] Lee [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention We regret that the coverage in Mr [redacted] ’s area is falling short of his 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 Mr [redacted] ’s billing address was operating within parameters during the time he stated that he experienced poor service As a courtesy, we have sent Mr [redacted] kits to facilitate the return of both devices Contingent upon our receipt of the returned equipment in our warehouse within days of cancelation, we will apply credits to his account to offset any equipment lease cancelation charges We regret the circumstances that have caused us to lose Mr [redacted] as a customer If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, [redacted] Executive Analyst