Sprint Corporation

April 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he was advised that if he made a payment to resume his account, that we would reinstate him back his previous unlimited plan for $a monthIn addition, he stated that he was advised that we would waive the activation fee, credit late fees, reactivate his Sprint month installments and place phone number ending [redacted] on a standby plan for $a monthHe stated that he made a payment in the amount of $and has been advised that Sprint has not received the payment and the service was suspendedHe is requesting credit for the taxes, fees and any incorrect charges As stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honoredOur records reflect that due to nonpayment, Mr [redacted] ’s account was suspended in October and eventually cancelled by Sprint due to nonpayment in January Our records reflect that a payment in the amount of $was posted to Mr [redacted] ’s account on February 12, As a result of that paymentFurther, his account monthly installments have been resumedAdditionally, phone number ending [redacted] was resumed with a Seasonal Standby plan for $a month effective March 1, and phone number ending was reactivated on February 14, with the Sprint Unlimited plan for $a month We spoke to Ms [redacted] , an authorized user on the account, on April 18, 2016, and provided her with the above-referenced informationAlthough we maintain that all the charges are valid, in an effort to reach an amicable resolution, we offered to credit the account for the prorated charges reflected on the March invoice, an activation fee and for two late feesShe accepted our offer and service credit was applied to the account for $As a result the account is open and reflects a balance due of $ We appreciate Ms [redacted] ’s taking time to provide details of her experience with our 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 If we can be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

May 16, 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 26, We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] filing expressed her dissatisfaction with the charges assessed to her account upon the cancellation of her servicesAdditionally, Ms [redacted] stated that she was offered a Tablet device without cost to herHowever, she was being assessed monthly recurring charges, which increased the cost of her monthly recurring charges Lastly, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address on her billing concernsMs [redacted] requested that Sprint review these matter and provide her with an amicable resolution Sprint has reviewed Ms***’ complaintAccording to our records, Ms [redacted] activated a Tablet device with phone line ending in [redacted] and established phone line ending in [redacted] on February 17, 2016, via Sprint’s leasing programPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseFurther, on March 17, 2016, she upgraded the device associated with phone line ending in ***, by purchasing an HTC One device at discounted pricing in exchange for a two-year Service Agreement Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic Lease and Service Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of services Further review of our records indicate that her account was assessed remaining Lease cancellation and Early Termination Fee charges totaling $associated with phone lines ending in [redacted] and [redacted] as indicated on the March 20, billing statement Additionally, on April 16, 2017, Ms [redacted] account was cancelled due to nonpayment of the outstanding account balanceAs a result, her account was assessed the remaining Lease cancellation charges totaling $associated with the Tablet device for phone number ending line in [redacted] as reflected on the April 20, billing statement, leaving her account closed with a total balance due of $ We spoke with Ms***’s on May 3, 2017, and relayed the aforementioned information to herTo mutually resolve this matter, Ms***’s accepted an adjustment of $to offset the Early Termination Fee associated with the cancellation of the HTC One device and for the remaining monthly recurring charges associated with phone lines ending [redacted] and [redacted] as reflected on the February 20, through April 20, billing statementsPlease note that the adjustments will appear on Ms***’ May 20, billing statement Ms [redacted] expressed her satisfaction with Sprint’s efforts in resolving her concerns We appreciate Ms***’ taking the time to provide us with details of her experience with our Customer Care We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and will utilize her input to improve our training and processes 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

July 7, 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 service due to no coverageHe further stated that he returned the device and paid the final invoice However, he continues to receive a bill with additional charges and he contacted our customer service department, and the charges were adjustedAs a result, Mr [redacted] is requesting confirmation that his account is canceled and reflects a zero balance Our records reflect that Mr [redacted] ported his line out on February 8, 2017, and his Sprint account was cancelled In addition, the device was returned, and $was adjusted out of the $equipment charges, leaving a balance of $Mr [redacted] spoke with our executive analyst on June 28, 2017, and the $was adjustedWe also confirmed the account is cancelled with zero balance We have made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation Once the coverage in Mr [redacted] ’ area improves, we hope that he will again consider Sprint as his wireless service provider We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, 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, Shola AExecutive Services Analyst

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken to receive credits owed to her for a device she returned to us in January 2017, after completing the lease agreement and cancelling the associated line of service She requested that we remove the disputed equipment charges and late payment fees from her account We regret any delay in providing Ms***’s referenced equipment credit Our records reflect that Ms [redacted] canceled her referenced line of Sprint service on January 3, 2017, after satisfying the terms of her 24-month device lease agreement that she accepted on November 29, That action systematically canceled the lease agreement for the associated device and accelerated the purchase amount of $214, which was assessed to her account pending return of that device to Sprint Because the device was not identified as being returned by our systems prior to her next billing cycle end date, the unpaid purchase option charges remained on her account Our records further reflect that the device return was confirmed on February 22, 2017, and that we applied credit to her account at that time to offset the $equipment charge We spoke with Ms [redacted] on March 3, 2017, and explained the information above We also explained that, although we were unable to identify any error on the part of Sprint related to her disputed charges, we applied credits totaling $to her account to offset the late fees and one-half of her final month’s service charges as demonstration of our commitment to excellence We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representatives Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback she provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Ms [redacted] but are pleased that we were able to resolve her reported concerns to her satisfaction If we can be of further assistance related to this issue, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our requiring the return of one of her devices as a result of a recent equipment upgrade transaction, advising that the device she is to send back to us is associated with another line of service due to an equipment swap between lines on her Sprint account Ms [redacted] requested that we allow her to return the device associated with the line of service involved in the upgrade instead We regret any misunderstanding that may have occurred regarding the terms of Ms [redacted] ’s noted device upgradeOur records reflect that Ms [redacted] upgraded the device associated with her referenced line of service on November 13, 2107, prior to the satisfaction of the equipment finance agreement corresponding to that line of service As a result, and pursuant to the terms of that agreement, we require the return of the equipment financed in that agreement Our records further reflect that the device to be returned to us, as noted above, is currently associated with another line of service on Ms [redacted] ’s account and that she used her upgrade opportunity to replace equipment previously associated with a different line of service on her account We spoke with Ms [redacted] on December 7, 2017, and explained the information outlined aboveWe also assured her that, based on our review, we are unable to identify any error on the part of Sprint regarding her disputeWe informed her that, regrettably, she will need to return both the iPhone Plus device and the iPhone gold device to honor the terms of her finance agreementsWe also informed Ms [redacted] that, upon our verification of our receipt and the condition of her devices in our warehouse, we will credit any finance cancellation charges associated with the leases for both of those devicesIn addition, as a one-time courtesy, we applied a credit of $to her Sprint account to offset the upgrade fee reflected on her MONTH invoice Ms [redacted] acknowledged that our actions resolved her dispute satisfactorily We regret any inconvenience these issues may have caused Ms [redacted] If we can be 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, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

May 26, 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] expressed dissatisfaction with the level of customer service that he received from our retail care representatives while trying to resolve his price plan issue Mr [redacted] stated that in February 2017, he upgraded his devices and also requested that the tablet line be cancelled off his accountMr [redacted] advised that he was also provided a quote sheet showing he qualified for additional discounts, and that his bill will be $before taxes monthlyHowever, he received his April invoice and it was $258.97, which includes an early termination fee for the tabletMr [redacted] is requesting that we honor the $he was quoted retroactively or to cancel his service with no cancellation fees Our record reflects that Mr [redacted] purchased two devices on February 6, 2017, on 24-month installmentsThe service plan was changed to our Unlimited Freedom with $off with automatic paymentThe first line is $65, second line $However, the automatic payment was not set up, thus voiding the $offTherefore, Mr [redacted] plan is $for both lines, $total equipment protection per line, $installment agreement for line ###-###-####, and $installment agreement for line ###-###-####The total is $per month before taxes and surcharges During our May 25, 2017, conversation with Mr***, the information outlined above was explained to himMr [redacted] reiterated his dissatisfaction with his experienceWe asked if he can send the paperwork, and he did To demonstrate our commitment to excellence, we offered to apply lump sum credit for the $difference in price plan for 24-months, and he accepted our offerAccordingly, we applied a $credit to this account, which will be reflected on his next invoiceMr [redacted] thanked us for our help We appreciate Mr [redacted] for taking the time to provide details of his experience with our retail 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 Mr***’s issue is resolvedIf we can be of further assistance with this matter, 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, Shola AExecutive Services Analyst

May 2, 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] on behalf of [redacted] submitted on April 7, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with experiencing extended hold times upon contacting our Customer Care group as well as the unfavorable customer service experience they have encountered while attempting to resolve their account concernsIn addition, Ms [redacted] expressed her dissatisfaction with the cost of their monthly recurring charges exceeding $per month, after being informed that their price plan have expired and was required to update their existing planMs [redacted] requested that Sprint review these matters, update their price plan to reflect the referenced amount and respond accordingly Sprint has reviewed Ms [redacted] ’ complaintWe are aware that on occasion customers may experience extended hold times when contacting our Customer Care groups by phone, due to various factors Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representative Ms [redacted] may visit our web site, www.sprint.com, and login to her MySprint account to perform general account maintenance and to make payments Ms [redacted] may also use her Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information Our records indicate that the account was established by Mr [redacted] in January 2011, which is associated with two lines of services Additionally, he upgraded the devices associated with the two lines of services, which were activated via Sprint’s Leasing program effective March 17, Upon further review of his account, we confirmed that Mr [redacted] contacted our Customer Care group on May 27, 2015, and requested to update his price plan to the Data Shared plan, which included limited data allowance with the waiver of the Phone Access charge per line/per month until June The price plan update became effective on June 2, Please note that the cost of the monthly recurring charges include an Employee Discount, Total Equipment Protection (TEP) plan, monthly lease charges per line/per month and applicable taxes and fees Upon the expiration of the Phone Access charge per line/per month, the cost of the monthly recurring charges increased Our records further indicate that Ms [redacted] contacted our Customer Care group on September 8, 2016, to report the increase of their monthly recurring chargesAt that time, Ms [redacted] was advised of the expiration of the waiver of Phone Access charges, which increased their monthly recurring chargesTherefore, our Customer Care group offered and Ms [redacted] accepted to update their price plan to a High Speed Data Shared plan with an increase in the limited data allowance In addition, a credit was applied to their account for the Phone Access charges as indicated on the September billing statement Please note that the cost of the monthly recurring charges include an Employee Discount, Total Equipment Protection (TEP) plan, monthly lease charges per line/per month and applicable taxes and fees Upon completion of the price plan updates on May 27, and September 8, 2016, Sprint sent Mrand Ms [redacted] e-mail notifications, which provided a clear disclosure of their monthly recurring charges/equipment purchase, and all other applicable fees and chargesBased on our review, we were unable to identify any miscommunication regarding the terms of their plan or other monthly charges on Sprint’s part during the price plan selections In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer a one-time adjustment of $to the account, offset the price difference for four months of services We attempted to contact Ms [redacted] via phone and e-mail on April 12, and of 2017, and mailed a letter to the address on file on April 18, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a response from Ms [redacted] Therefore, we continued with our contact efforts to Mr [redacted] on April 21, 24, and of 2017, to relay the aforementioned information and resolution to him, without success Subsequently, we received an email correspondence from Ms [redacted] on April 27, 2017, advising us that Mr [redacted] is unavailable to speak with the undersigned directlyIn a final effort to speak with Mrand Ms [redacted] , we attempted to contact them again via phone and email on April 28, 2017, without successShould Mror Ms [redacted] have any questions and/or concerns pertaining to the information discussed herein and wish to accept our proposed offer, we encourage them to contact the undersigned directly at the phone number noted below within days from the date of this response Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, 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 account In 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 Ms [redacted] with the concerns raised in her complaintWe look forward to speaking with Mrand Ms [redacted] and encourage them to contact us at their earliest convenience We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review and will utilize her input to improve our training and processes We regret any inconvenience that Mrand Ms [redacted] may have experienced while attempting to resolve their account concerns If we can be of further assistance, Mror 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

[ Complaint: [redacted] I am rejecting this response because: Sprint can fix my problem by making the necessary changes to rectify the situationSprint already promise that the problem will be fix by sending me communication in SeptemberDavid has a copy of the email that states sprint agree of the changes.Regards, Harold B [redacted]

May 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] R [redacted] Case [redacted] Dear Ms ***: On May 18, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] R*** According to the information provided, Mr [redacted] previously purchased a Samsung Note device that was recalled Since he turned in his previous device, he states he was forced to upgrade a device he did not want Mr [redacted] is requesting to upgrade his line We appreciate your assistance in bringing Mr***’s concerns to our attention Beginning in September 2016, Sprint suspended sales of the Samsung Galaxy Note device immediately following Samsung’s announcement to discontinue sales of the device Our customers’ safety and satisfaction are the highest priorities at Sprint and we asked any customer with a Samsung Galaxy Note device to immediately power it off and discontinue its use At that time, customers were allowed to exchange the Samsung Galaxy Note for any Sprint device and received a refund for any price difference We apologize to Mr [redacted] for any inconvenience he may have experienced through this exchange process We contacted Mr [redacted] on May 30, 2017, to discuss his concerns in detail In an effort to resolve this matter and as a one-time courtesy, we agreed to reset the upgrade eligibility on the telephone line ending in [redacted] to allow Mr [redacted] to upgrade to a new device by signing a new lease or installment agreement We also sent Mr [redacted] a return kit to facilitate the return of his Samsung Galaxy Sdevice and upon receipt of this device, we will apply credit to offset any associated cancellation fees If additional assistance is required, 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, Susan FExecutive Services Analyst

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] ***

June 13, 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] expressed dissatisfaction with the level of customer service that she received from our representatives while trying to resolve her account billing issue Ms [redacted] stated she requested to escalate due to the language barrier, and has not received a return callAs a result, Ms [redacted] is requesting that we contact her so she can get her issue resolved Our record reflects that Ms [redacted] purchased three devices on September 24, 2015, under a 24-month installment billingOn April 2, 2017, the three lines of service associated with Ms [redacted] ’s account were ported to another wireless service provider, and the Sprint account was cancelled Because all three lines of phone service were associated with leased devices, charges were assessed for remaining lease charges, plus the purchase price of her phones, totaling $Our records further reflect Ms [redacted] returned all three devices to our Sprint Store on April 14, Accordingly, we refunded $of the $balance, leaving a remaining balance of $We then adjusted the $remaining balanceMs [redacted] account is now cancelled with a zero balance During our June 13, 2017, conversation with Ms [redacted] , the information outlined above was explained to her Ms [redacted] 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 [redacted] ’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

[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: my contract was for two years with the ending date with the ending date of 5/23/ I should not have to pay for the time from 5/through 6/17/I terminated the contract on 6/23/and fufilled my end of the contractSprint is forcing me to extend my contract until June Unacceptable Regards, Sheila F [redacted]

November 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Lachelle [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsLachelle ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that her invoices do not reflect the agreed-upon credit towards the cost of the second iPhone Plus device, which she states was offered when she recently upgraded several of her devicesShe expressed further dissatisfaction with the length of time taken to resolve this matterShe requested that we honor the amount that she states she was offered We regret any misunderstanding that may have occurred related to Ms***’ Sprint billingDuring our November 1, 2017, conversation with Ms***, she stated that the issue was previously resolved to her satisfaction and credits totaling $were applied to offset the disputed chargesThose credits will be reflected on her next invoice We appreciate Ms***’ taking time to provide details of her experiences 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 this input to improve our training and processes We are pleased that we were able to resolve Ms***’ matters amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

May 8, 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 18, We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’ filing, he stated that he had an unfavorable customer service experience while attempting to resolve his account concernsMr [redacted] expressed his dissatisfaction with his account being assessed Upgrade-Activation Fees and prorated charges upon upgrading his devices via Sprint Lease and Monthly Installment Billing programs as well as updating his price plan Mr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’ complaintOur records reflect that Mr [redacted] upgraded the devices associated with phone lines ending ***, ***, [redacted] and [redacted] on March 25, During this sales transaction, he purchased devices via Sprint’s Lease and Monthly Installment Billing programs and he was assessed Upgrade-Activation Fees totaling $as indicated on the April 4, billing statementIn addition, he requested to update his price plan to Sprint’s Unlimited Freedom plan, which includes a $discount per line/per month upon the enrollment in Sprint’s Automatic Payment program, within the middle of his billing cycle We regret any confusion that Mr [redacted] may have experienced regarding the billing dates reflected on his April 4, 2017, billing statement As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance However, the call detail listed on his April 4, 2017, billing statement represents the calls that were made from March 1, to March 21, 2017, on his most recent billing cycle, and these dates are reflected on the top of each page of his invoice Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic Lease and Monthly Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plans We spoke with Mr [redacted] on May 8, 2017, and relayed the aforementioned information to himDuring the call, we advised him that should he elect to cancel the respective Lease and Monthly Installment Billing Agreements, his account will be assessed Lease/Installment Billing accelerated cancellation charges which would be considered validAlthough we are unable to identify any miscommunication on Sprint’s part, to ensure a satisfactory and mutually acceptable resolution, we offered and Mr [redacted] accepted a one-time courtesy adjustment of $to offset the monthly recurring charges, and late fees as reflected on the March through May 4, 2017, billing statementsThis adjustment with appear on the June 4, 2017, billing statement We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and his concerns will be forwarded to the appropriate managerial staff for further review 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 Time Sincerely, /s/ Regina SExecutive Services Analyst

April 25, 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] indicated her device was stolen and she went to a store to inquire about receiving a replacement She stated that it was suggested instead of making an insurance claim, she upgrade to the iPhone 6s as we had a Buy One Get One (BOGO) promotion at that timeShe stated she was quoted her bill would be $per month and that her stolen phone would be placed on a Seasonal Standby plan However, her invoice increased more than what she believes she was quotedAs a result, she is requesting we review this matter Ms [redacted] also expressed her dissatisfaction with the level of customer service experienced while attempting to resolve her concern We reviewed Ms [redacted] ’s account and confirmed phone number ending [redacted] leased an iPhone 6s on November 19, In addition, a new line of service with phone number ending [redacted] was added on the same day for the iPhone 6s BOGO promotion Both of these phone numbers subscribed to an unlimited service plan There was also proration for the phone number ending [redacted] as it was added in the middle of a billing cycle This resulted in the subsequent invoice reflecting a higher balance On January 17, 2017, phone number ending [redacted] was changed to the Seasonal Standby plan and phone number [redacted] remained on the unlimited plan As a result of the Seasonal Standby plan, the BOGO promotion did not award as the plan requirements were not met according to the terms of the offer In an effort to reach an amicable resolution regarding this matter, and due to any possible misunderstanding at the point of sale, we canceled phone number ending *** Credits were previously applied by customer service representatives to address the service plan and cost dispute In addition, credits were applied for one iPhone lease charge for the BOGO not awarding from November to the date of cancellationGoing forward, Ms [redacted] has one active line of service and will be assessed the lease charge for one iPhone 6sWe provided her with a breakdown of her cost going forward We consider the matter fully addressed and resolved We appreciate Ms [redacted] taking time to provide details of her experience with our store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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

May 18, 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 set up a new account on March 23, 2017, but was not satisfied with the service and canceled on March 30, She made a down payment of $for her devices and was advised she would receive a refund within days She further stated we also charged her bank account $and it took several phone calls to have this amount refunded As a result, she is requesting a refund for $ 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 products Customers can return their device to the point of sale within that time period for a full refund (day of the days starts the day after activation)This guarantee covers reimbursement for device charges (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible taxes and fees once the device is returned In addition, we will waive the restocking fee We reviewed Ms [redacted] ’s account and confirmed the account was established on March 23, 2017, and canceled on March 29, Ms [redacted] made a down payment of $at the point of sale and also set up automatic recurring payments Her credit card was charged $on April 15, 2017, for her first bill as a result of the automatic payment option being set up On April 27, 2017, credits were applied to the account to zero out the account balance per the terms of our 14-day Satisfaction Guarantee A refund was also processed for $back to her credit card In addition, we processed a refund for the down payment amount of $on May 17, Ms [redacted] will receive the refund within five business days Her account is in final status and reflects a zero balance with no additional pending charges We regret any inconvenience Mr [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

We appreciate your assistance in bringing our customer’s concern(s) to our attention Based on the information provided in the inquiry, Ms [redacted] expressed her concners with the coverage in her home calling area of Charlotte, NCAs such, she has cancelled her account and the phone lines ending in ***, ***, and [redacted] incured Early Termination FeesMs [redacted] is requesting for her complaint to be reviewed and for the Early Termination Fees to be waived Sprint has reviewed Ms [redacted] ’s complaint and we have confirmed that Sprint provides good coverage in Ms [redacted] ’s home calling areaThis means that coverage is generally sufficient to make calls outdoors, in a car and in many buildingsIt is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within Best coveragePlease be advised that coverage isn't available everywhere and service speeds are not guaranteedCoverage is subject to change without notice and speeds will varyThere are gaps in coverage within our estimated coverage areas that a long with others factors both within and beyond our control, for example network problems, network or internet congestion, software signal strength, structures, buildings and weatherThese examples my result in dropped and blocked connections, slower service speeds, or impact the quality of serviceWe have also checked the serving cell site to ensure this issue is not a site performance issuePlease note that the cell sites currently are not performing within performance parametersAs such, we have waived the Early Termination Fees that were assessed to Ms [redacted] ’s accountPlease be advised Ms [redacted] is responsible for the remaining $balance which reflects her monthly recurring charges We have contacted Ms [redacted] at phone number ###-###-#### to discuss her concerns and advise her of our findingsAs such, Ms [redacted] expressed her satisfactionWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve her issue We trust this letter responds to your inquiryIf we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Dar-Sheen LMays Dar-Sheen LMays Executive & Regulatory Services

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [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] submitted on June 28, We appreciate your assistance in bringing our customers' concern to our attention According to the information provided, Ms [redacted] states that she was advised that she had a grace period after the due date to remit payment for her invoices; however, she continues to incur late fees and service interruptions Ms [redacted] further states that she requested to suspend her daughter’s line until she can obtain a new device and states that she is receiving invoices every three weeksAs a result, she is requesting that we review our billing practices and change her due date to the twelfth of each month As we discussed with Ms [redacted] on July 5, 2017, respectfully we do not currently provide a grace period, as late fees are assessed to any outstanding balance not paid by the due date posted on your invoice Our records show that Ms [redacted] ’s billing cycle was changed on May 12, 2017, to provide a due date for the 14th of each month; however, this date may change a day or two depending upon the amount of days for the month When the billing cycle change occurred, two invoices generated within a period Going forward she will only receive one invoice per billing period Due to any possible misunderstanding regarding the bill cycle change and in an effort to resolve this matter, we applied courtesy credits totaling $to her account to offset the charges reflected on the bill dated June 16, With these credits, Ms [redacted] ‘s account reflects a balance due of $168.41, which will be due on July 14, Further, we verified that telephone ending [redacted] was suspended as of June 10, Sprint regrets any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christine GExecutive Services Analyst

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that he accepted an offer to Lease One Get One (LOGO) on an Apple iPhone and get another Apple iPhone for free by receiving a monthly service charge; however, he continues to be billed for his second iPhone device As stated in our past promotion, Lease One iPhone or Plus and Get Another Lease On Us, beginning in March and for a limited time, new customers and eligible existing customers adding a new line of service who traded in an eligible Smartphone, could get an Apple iPhone (128GB or 256GB) with an 18-month lease on us The customer is billed the monthly lease charge and an account service credit will be applied monthly to offset the associated lease charge for the iPhone Credit will begin to reflect on the invoice within two bill cycles Our records reflect that Mr [redacted] did not qualify as he is on month lease agreements On August 1, 2017, we contacted Mr [redacted] to discuss his concerns in detail At that time, we contacted the management team of the Sprint retail location for further assistance in addressing Mr [redacted] ’s concerns and they contacted him on August 4, In an effort to resolve this matter and due to any possible misunderstanding that may have occurred, a onetime account credit in the amount of $was applied to Mr [redacted] ’s account to emulate the $account credit that he would have received for one of his 17-month lease charges Please note that account credits are not applied toward equipment installment billing or lease charges Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date As a result of this credit, Mr [redacted] 's account reflects a credit balance of $ This credit balance is non-refundable and will be applied towards future invoices We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, 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, Susan FExecutive Services Analyst

January 25, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that when he upgraded his devices in November we did not fully inform him of the details of the current promotional rate plan on his Sprint account, namely that the monthly promotional pricing will increase in He requested that we keep his pricing at the rate he was originally quoted We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing and the terms of our referenced promotional rate plan However, based on our review, we were unable to identify any billing error associated with his account Our records reflect that Mr [redacted] activated his four lines of service on November 29, 2015, with our 6GB 50% off plan, which provides unlimited talk, text and GB of shared data among the four lines on his account for a total monthly recurring charge of $30, per monthHowever, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan will increase after January 8, 2018, to a rate of $per month These rates do not include applicable Phone Access Charges, taxes and surcharges During our January 6, 2018, discussion with Mr [redacted] , we explained the information detailed above We also informed him that the same details are reflected on his monthly Sprint billing statement and were provided to him in the transaction summary provided when he activated his services with us As such, we informed him that we are unable honor his request However, due to any possible miscommunication that may have been provided at the time of his device upgrade, we applied a one-time courtesy credit of $to his account on January 25, We regret any inconvenience this issue may have caused Mr [redacted] If we can be of further assistance regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-2828211, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst