Sprint Corporation

March 27, 2017John Sparks Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case Complaint of [redacted] Sprint Case Dear MrSparks: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , regarding Sprint account XXXXX We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our store representatives during his attempts to receive his check to pay off his Verizon switchover costs The check was offered to him as part of a recent promotion Mr [redacted] states that he was advised by one of our retail representatives that he would receive a check for $ As a result, he requested that we process his check for $851.37.We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our retail store representative Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the eligibility requirements to receive a check to pay off his Verizon switch over costs We were able to partner with the store for Mr [redacted] and check for $has been sent to him to address this matter.We are pleased that we were able to resolve these concerns to Mr [redacted] ’s satisfaction If we can be of further assistance regarding these matters, you or Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] A.Executive Services Analyst

January 7, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Mr***’s inquiry, he states that he took his two phones back to the point of sale within the 14-day return periodTherefore, he is disputing the Early Termination Fees assessed to his account After a careful review of our records, we confirmed that Mr [redacted] returned both phones to Sam’s Club within the 14-day satisfaction guaranteeConsequently, we applied credit to his account totaling $to offset the Early Termination Fees plus applicable taxesAs a result, his final balance was updated to $35.34, which MrWert paid on December 31, His account is now in final status and reflects a zero balance We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our customer service departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and that your concerns have been forwarded to the appropriate managerial staff for further review If further assistance is needed with this matter, Mr [redacted] can reach me toll-free at ###-###-####, using PIN ***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal M 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 **I in fact do not find it an acceptable resolution however, I am willing to accept Sprint's response[redacted] Regards, [redacted] ***

April 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 According to the information provided, Ms [redacted] expressed her frustration with being misinformed about a monthly estimate for her price plan and her dissatisfaction with customer care not addressing and assisting with her request to lower her monthly costs We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on April 12th, 2017, and apologized for any frustration she experienced due to the billing issues caused During the conversation, we offered Ms [redacted] our Unlimited Freedom plan to put her monthly costs below $per month We additionally adjusted $towards her previous invoice to promote customer satisfaction Ms [redacted] appreciated the assistance and considered this matter resolved On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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:Thank you for your assistance, just glad to have completed the closure of the account; even though going through all this they still did not get thing done correctly

Complaint: [redacted] I am rejecting this response because: [redacted] 9:AM (minutes ago)tomeMs***,I am rejecting Sprints response At this point the only acceptable remedy is the one that I requested I will forward you another email from Stan Swith Sprint stating that they are working on accommodating my requested remedy[redacted] ***

May 10, Revdex.com Serving Greater Kansas City Ward Parkway, Suite Kansas City, MO [email protected] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 22, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’ filing expressed his dissatisfaction with his account being assessed Lease cancellation charges upon cancelling his Sprint account due to fraudulent activitiesMr [redacted] stated that he was informed credits will be applied to his account to offset the equipment cancellation chargesMr [redacted] requested that Sprint review this matter and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’ complaint and notes that this matter was successfully resolved by our Fraud Management group on September 23, Fraudulent activity was confirmed by our Fraud Management group, and we cancelled the fraudulently added lines of services associated with phone number ending in [redacted] and ***Additionally, we applied adjustments to Mr [redacted] ’ account to reverse the erroneous charges and related taxesWe spoke with Mr [redacted] on September 26, 2016, and provided him with our finding and resolutionAlso, as a one-time courtesy, we applied a $adjustment to Mr [redacted] ’ accountDuring that conversation he acknowledged the resolution Our records further indicate that Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] on September and of 2016, to another wireless service provider, prior to completing the terms of the 22-Month Lease Agreements; effectively cancelling his accountTherefore, Mr [redacted] ’ account was systematically assessed Lease cancellation and Lease Device Purchase Amount charges as indicated on the October billing statement Upon further review of our records, we confirmed on May 4, 2017, the devices associated with phone lines ending in [redacted] and [redacted] we received at Sprint’s Returns warehouseTherefore, we applied an adjustment of $to Mr [redacted] account to offset the Lease Device Purchase Amount charges, leaving him responsible for the Lease cancellation charges as reflected on the aforementioned billing statement We spoke with Mr [redacted] on May 9, 2017, and relayed the aforementioned informationDuring the call, Mr [redacted] expressed his understanding of the information provided and agreed to remit a payment for the balance owed on the account If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima [redacted] Hakima [redacted] Executive Analyst

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Jason [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MrJason [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that we are charging his Sprint account for an Apple iPhone 6S device that he obtained as part of a recent buy-one-get-one-free promotional offer and that he has been unsuccessful in resolving that concern with our representatives Mr [redacted] stated that he paid for the device in full; however, he continues to receive monthly charges for the installment agreement Mr [redacted] requested that we remove the charges for the equipment which he believes has been paid off We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s equipment billing As outlined in the terms of the referenced promotion, Sprint offered customers the option of purchasing one Apple iPhone 6S 16GB device via Sprint’s Month Installment program and getting monthly service credits to offset the cost of a second Apple iPhone 6S 16GB device Both installment agreements must remain active to receive monthly service credits During our conversation with Mr [redacted] , via email, on September 21, 2017, we explained the above information Additionally, we confirmed that Mr [redacted] elected to cancel one of the above-reference installment agreements As a result, these devices were not eligible for the above-mentioned promotion As a gesture of goodwill, and in an effort to reach an amicable resolution, we offered to apply monthly service credits totaling $to Mr [redacted] ’s Sprint account to offset the cost of the remaining months of the above-mentioned 24-Month installment agreement executed on June 17, Mr [redacted] accepted and confirmed that his concerns have been resolved to his satisfaction With the information in Mr [redacted] ’s account, we were able to identify the representative involved in his billing concerns Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback he provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

April 9, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received from our Customer Care representatives while attempting to obtain a refund for an unused service payment he made prior to cancelling his Boost Mobile account We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that details regarding this concern have been forwarded to the appropriate managerial staff for further review We regret any delay in the processing Mr [redacted] ’s refund requestOur records reflect that Mr [redacted] processed an advanced payment on March 4, 2015, in the amount of $Our records further reflect that Mr [redacted] took action to cancel his advanced payment as of April 7, 2015, prior to when it would have been deductedHowever, as of April 8, 2015, Mr [redacted] ’s service payment was processed in errorAs of April 3, 2015, we forwarded Mr [redacted] ’s payment concerns to our finance team to further investigateWe are pleased to inform you that we have processed a full refund of Mr [redacted] ’s March 4, 2015, service payment back to his credit cared During April 6, 2015, e-mail conversation with Mr [redacted] we provided the information outlined aboveMr [redacted] confirmed that although he remains dissatisfied with how his refund request was initially handled all of his service issues have been resolved On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this matterIf you or Mr [redacted] has questions regarding this issue, you or he can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday 10:a.mto 6:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the outstanding balance due reflected on his closed Sprint account and his credit reporting, advising that we did not credit his account timely for equipment that he returned to us after terminating his Sprint services He also described unfavorable customer experiences during his attempts to address that matter and to have the information removed from his credit reporting He requested that Sprint remove the charges and all corresponding negative information from his credit report We regret any misunderstanding that may have occurred regarding Mr [redacted] ’ Sprint account balance and our ability to update his credit reporting We identified that the disputed outstanding balance due reflected on his closed account included charges for services provided and used prior to his terminating those services on March 11, 2017, and equipment charges, which were credited from his account by us on May 7, Sprint sends detailed invoices to customers outlining charges, payments, and outstanding balances on a monthly basis Because we had not received payment from Mr [redacted] to satisfy valid service charges when we applied his referenced equipment charges, we advised him that his adjusted account balance would still be included on his credit report in accordance with the Fair Credit Reporting Act Based on additional information Mr [redacted] provided during our June 6, 2017, follconversation with him, and due to any possible misinformation he may have been given related to his account balance, we offered to apply credits one-half of his outstanding account balance upon his posting a $payment to satisfy the remaining half and to update his account balance information as paid in full Mr [redacted] accepted our offer and remitted his payment on that date We then applied credits totaling $to bring his account to closed status with a zero balance In addition, we will update the outside collections agency assigned to this matter to update their records to reflect that Mr [redacted] ’ Sprint account is now paid in full Mr [redacted] stated he is satisfied with our resolution We appreciate Mr [redacted] ’ taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Mr [redacted] If we may be of further assistance with these matters, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of [redacted] submitted on January 5, 2018, regarding Sprint’s actions to resolve her billing concerns We regret the circumstances that led Ms [redacted] to contact your office again According to Ms [redacted] ’s follfiling, she expressed her dissatisfaction with charges assessed to her account after she cancelled her service Ms [redacted] stated that she was assured that her account would receive credit in October 2017, by our Customer Care department; however, she stated that the credit was not applied to her accountAdditionally, Ms [redacted] stated that her attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, Ms [redacted] requested that Sprint review this matter and take the appropriate action Sprint has investigated Ms [redacted] ’s concernsAs stated in our prior response, our records indicate that Ms [redacted] contacted our Customer Care group on October 3, 2017, with a request to cancel her account At that time, Ms [redacted] was informed that Sprint advertises and provides services in monthly increments If services are terminated before the end of her billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in her service plan When Ms [redacted] contacted our Customer Care department on October 3, to cancel her service, her account was scheduled for cancellation on the last day of her billing cycle, on October 25, However, our Customer Care department assisted Ms [redacted] on October 14, 2017, with the cancellation of her account As a result, Ms [redacted] ’s account was assessed Lease Device Purchase Amount charges of $per line Due to Ms [redacted] ’s account being terminated prior to the end of her billing cycle, she received a prorated adjustment totaling $as indicated on her October billing statement We spoke with Ms [redacted] on January 25, 2018, to relay the above information Ms [redacted] stated that she returned one of the devices to Sprint’s Returns warehouse, and the other device was damaged In addition, Ms [redacted] stated that she prepaid her last month’s invoice and requested a refund We explained upon confirmation of the returned device, we will apply an adjustment of $to negate the Lease Device Purchase Amount charge However, the balance of $for the remaining Lease Device Purchase Amount charge is a valid At that time, Ms [redacted] requested an adjustment for the Lease Device Purchase Amount charge for the damaged device Unfortunately, we respectfully denied Ms [redacted] ’s request for the adjustment Furthermore, we informed Ms [redacted] , the last payment received was on October 6, 2017, in the amount of $for valid monthly recurring charges that was assessed to her accountAs such, we respectfully deny her request for a refundWhile we regret that Ms [redacted] may disagree with our response, we are confident that her account concerns was addressed to the best of our ability Upon receipt of Ms [redacted] ’s follfiling, we attempted to contact her on February 7, 2018, to reiterate the aforementioned information, without success Should Ms [redacted] require further assistance, we encourage Ms [redacted] to contact the undersigned at the phone number noted at her 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] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced regarding this matter If Ms [redacted] has any further questions about this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] indicates that her name is currently reflected as the account holder on the same account previously established in her husband’s name and identification information She also states that she requested that two phone numbers activated on another account established in her name be transferred to her current account She states that one phone number from the other account was not transferred to her account in accordance with her request She also disputes the subsequent service plan charges assessed while each phone number was provisioned on separate accounts And last, she requests that the Sprint discount provided through her employer be reflected on her current account As a result of the issues outlined, she requests that these matters be reviewed and that the service plan charges be corrected on both of the above-referenced accounts During our discussion with Ms [redacted] on February 17, 2017, we confirmed that the name of the account holder reflected on their current account was originally established in her husband’s name on August 6, We also confirmed that in accordance with their request, our Customer Care representative updated Ms [redacted] ’s name as the account holder on November 27, Ms [redacted] advised us that two phone numbers were previously activated on another account established in her name and that she requested that the two phone numbers be transferred to her current account We confirmed with her that one of the two phone numbers was transferred to her current account and that the other phone number was transferred several months later Additionally, we confirmed that the two phone numbers were each provisioned on the individual Unlimited Freedom Plan while activated on separate accounts We also confirmed that the two phone numbers were later provisioned on the reduced shared Unlimited Freedom Plan after both phone numbers were activated on her current account We advised her that the deeply discounted Unlimited Freedom plan is not eligible for further discounts to be applied through her employer’s discount with Sprint However, in view of any possible misunderstanding regarding t Ms [redacted] ’s employer’s discount, our Customer Care representative previously applied a one-time $goodwill account credit in regard to the matter As a further demonstration of our commitment to excellence, we applied $in account credits to offset the difference in charges assessed while the two phone numbers were provisioned on separate accounts on the individual Unlimited Freedom Plan And last, we applied a $credit to Ms [redacted] ’s previous account to offset charges assessed on the individual Unlimited Freedom plan prior to the associated phone number to being transferred to her current account She stated that her concerns have been resolved If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

April 17, [redacted] ***Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] *** Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, regarding Sprint account XXXXX *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to resolve her phone promotion with LG She states that a television was offered to her as part of a promotion when she purchased her LG phone Ms [redacted] states that when she received her LG television the screen was shattered As a result, she returned her LG phone to Sprint and requested that UPS pick up her LG television and remove the charges on her Sprint invoice in the amount of $899.13.We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any negative experience Ms [redacted] had with the LG phone and LG television promotion We were able to verify that Ms [redacted] turned her LG phone to Sprint and we have removed all the charges on Sprint account.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely,Dianah A.Executive Services AnalystTell us why here

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] B [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] B [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] expressed his dissatisfaction with the charges that appear on his bill He states that he contacted Customer Care and they cannot explain the charges to himMr [redacted] is requesting an explanation of the charges on his bill and he is requesting an account credit We spoke with Mr [redacted] on April 24, We reviewed the bill with him and explained the chargesWe determined that Mr [redacted] is billed correctly for the services and equipment associated with his account There are no errors on the bill and all of the charges are valid Mr [redacted] states that his Revdex.com complaint should have been very detailed in explaining his concernsWe informed him that we only see a short two line statement Mr [redacted] states that he will look for his complaint and will call back when he has found the longer version of the complaint and will provide us with the full details of his concern As of todays date we have not heard from Mr [redacted] We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst Tell us why here

September 29, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, *** *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, submitted on September 20, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr***’s filing, he states that he ported his lines to Sprint in April and took advantage of a Buy One Get One (BOGO) offer for the Samsung Galaxy Sdevice, and he was offered a $port in creditHe further states that he did not receive his $port in credit or the credit off of his bill for the BOGO promotionLastly, he states that the credit for his old phone was $less than what was promisedMr [redacted] is requesting that his final bill be reduced by $for the port in credit and for the cost of the second Samsung Galaxy Sdevice We spoke with Mr [redacted] on September 27, 2017, regarding his concernsAt that time, he advised that he has paid the balance on the account and has no further questions or concerns After account review, we confirmed that credits totaling $were applied to his account on September 20, 2017, and there was a balance due of $for a billed late fee on the September statementTo resolve this matter, we applied a credit to offset the billed lateAs a result, there is no further balance due to Sprint and the account is closedMr [redacted] expressed his satisfaction with the actions takenWe appreciate Mr [redacted] for taking time to provide details of his 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, Mr [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, LaToyaP.LaToya P.Executive Services Analyst

September 22, 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 filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the quality of network coverage available in her area since moving in June Ms [redacted] requested that we cancel her services waive the remaining leased equipment charges We regret that our network in Ms [redacted] ’s area may not be meeting her wireless communication needs or expectation However, as stated in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere, and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections or slower service speeds or may otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We confirmed that the address associated with Ms [redacted] ’s Sprint account is located within our coverage footprint, and we dispatched network engineers to her area for additional review Our engineers reported that Ms [redacted] has been utilizing three of our four cell towers in that area However, it is important to note that, even in best coverage areas, certain locations may have limited or no coverage and that various factors such as terrain, foliage, and buildings may affect actual coverage in a particular location During a conversation with between Ms [redacted] on September 21, 2017, the above-noted information was discussed As a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered Ms [redacted] the option of canceling her Sprint services and returning her handsets to us, in good condition, in exchange for our applying credits to her account to offset the remaining accelerated equipment charges that would be assessed at the time of service cancellation Ms [redacted] accepted that offer acknowledged that this offer is valid through October 11, Ms [redacted] confirmed that her concerns have been addressed to her satisfaction We regret the loss of Ms [redacted] ’s business and any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

February 17, Revdex.comWard Parkway, Suite 401Kansas 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 inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing her billing concerns to our attention In her inquiry, Ms [redacted] states that she is being charge a $deductible for a device that she has returnedAs a result, she is requesting that Sprint credit the $deductible billed to her account We spoke with Ms [redacted] on February 6, 2017, and at that time, she confirmed that her credit issues were previously resolved to her satisfaction Our records reflect that credits totaling $were applied to her account on January 31, 2017, to offset the disputed deductible billedAs a result, we have not taken any additional action We appreciate Ms [redacted] for taking time to provide us with the details of her experience, as we are continually striving to improve the quality of service provided to our customers Please be assured that Sprint has no higher priority than its customers The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success Our hope is that Ms [redacted] will allow us the opportunity to rebuild her faith in SprintWe appreciate Ms [redacted] ’s business and if further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean ***Executive Services Analyst

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] W*** Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr [redacted] W [redacted] to our attention We apologize for any inconvenience that he may have experienced in this matter According to the information provided in the complaint, Mr [redacted] indicates that a retail sales representative advised him that two activation fees would be waived and that the Sprint discount available through his employer would be applied to his account He states that another retail store representative offered him a $credit to offset accessories that he purchased at the retail store He requests that account credits be applied to offset the above-referenced activation fees, that he be able to return the above-referenced accessories and that his account be cancelled with the associated phone cancellation charges waived Mr [redacted] also states that he had an unfavorable customer experience while attempting to resolve the matter During our discussion with Mr [redacted] in regard to the above-referenced matters, he stated that a retail store representative advised him that two Activation Fees would be waived He also stated that he provided proof of his employment to our retail sales representative and anticipated his employer’s discount being previously reflected on his Sprint account He stated that another retail sales representative advised him that a $credit would be provided to offset his $in accessory purchases at the retail store We advised Mr [redacted] that our review of the account records indicated that the charges assessed to his account were valid We also advised him that our review did not reflect his request for his employer’s discount to be applied at the time of his account establishment in We confirmed with him that our review indicated that his employer’s discount was subsequently provisioned on his account effective February 22, In view of any possible misunderstanding in regard to these matters and to reach an amicable resolution in this matter, we applied $in account credits to offset two activation fees assessed, a $Accessory charge that was billed to the account and to partially offset his employer’s discount that was not previously applied to his account The applied credits included taxes, applicable fees and surchargesHe indicated that he will be remaining a Sprint customer and stated that the matter is resolved We appreciate Mr [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and will utilize this input to improve our training and processes If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

April 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] Dear Mr [redacted] : The above-referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] advised that he overpaid his Sprint accountHis account is now reflecting a $credit balance due to the overpaymentHe is requesting a refund of the amount he overpaid We spoke with Mr [redacted] on April 6, After reviewing his account, we determined that the credit balance reflected on his account was refunded by checkWe advised Mr [redacted] to allow to business days for receiptMr [redacted] verified that this resolved his concerns We regret any inconvenience that these matters may have causedIf I can be of further assistance, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John C Executive Services Analyst

I did speak with sprint, I also expressed I believed I was forced to come back to their companyI spoke with a representative from sprint she was very niceBut I solve my own problem by going back to sprint so I can keep my phones Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]