Sprint Corporation

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ben JG [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrBen G [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, MrG [redacted] expressed his dissatisfaction with the length of time taken for him to receive his final Sprint invoice after terminating his services with us and with his inability to access to his Sprint records online He also disputed our referring his past-due account balance to an outside agency for collection MrG [redacted] requested that we provide a payment due date extension and remove the $equipment charges from his account for the device he returned to us We regret the circumstances that led to MrG [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding or delay that may have occurred with the processing of his equipment return and invoice reprint requests During our September 20, 2017, conversation with MrG [redacted] , we advised him that our records reflect that he leased the iPhone Plus device activated on his Sprint account on January 10, 2017, but canceled his Sprint services on July 17, 2017, prior to the satisfaction of that agreement and outside of our 14-day Satisfaction Guarantee timeframe As a result, we assessed a $lease cancellation charge and a $Device Purchase Option charge, plus applicable taxes, to his account pursuant to the terms of his accepted lease agreement Upon our verification of his equipment return to our warehouse on August 12, 2017, we applied a $credit to his account to offset the Device Purchase Option charge plus applicable taxes in full However, he remains responsible for the lease cancellation charges to satisfy his accepted equipment lease agreement, which he signed, in addition to his final month’s service and accessory charges, for a total balance due of $749.20, as reflected on his September 14, 2017, invoice Of that amount, $was more than days past due In addition, we reviewed MrG [redacted] ’ account and confirmed that, although collections activity is being handled by a third-party collections agency, his account has not been reported to the credit bureaus We explained that we do not set payment extensions on closed accounts; however, we accepted MrG [redacted] ’ payment of $on September 28, 2017, and advised that he can avoid credit reporting if his remaining balance of $is satisfied before November 10, MrG [redacted] stated that he understands that information and accepted our resolution We also advised MrG [redacted] that we appreciate his taking time to provide feedback regarding his experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, MrG [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

June 19, 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 of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states she was incorrectly billed a cancellation fee for a device she purchased in March 2017, but returned As a result, she requested to have the fee removed Our records reflect that on March 29, 2017, phone number ending in [redacted] was added on March 25, 2017, and cancelled on May 26, An account credit of $was applied to the account to offset the line’s corresponding device charges once the device was confirmed to be returned During our discussion with Ms [redacted] , we explained our aforementioned findingsMs [redacted] accepted the outlined information and confirmed her device return concern had been addressed; however, she stated that the service charges for the line in question were not removedAlthough we were not able to confirm a Sprint billing error, as the associated device was not received in our warehouse until May 26, 2017, as a demonstration of our dedication to excellence, and a gesture of goodwill, we offered a one-time credit of $to offset the line’s related service chargesWe are pleased to inform you that Mr [redacted] accepted our offer and expressed her satisfaction with our handling of this matter Accordingly, Sprint considers this matter fully addressed and resolved We appreciate Mr [redacted] for taking time to provide details of her experience with our Customer Care department and our Sprint retail store 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 this matter may have caused Mr [redacted] If we can be of further assistance, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

August 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she switched her service plan on June 30, 2017, based on a promotional offer she received that included $off each line for switching to the Unlimited Freedom service plan Ms [redacted] indicates that she has not received the promotional credits she was offered for the new service plan She also states she had an unfavorable customer service experience while attempting to resolve this matter We have made several attempts to contact Ms [redacted] by phone and email on August 8, 16, and 21, We also mailed her a letter asking that she contact our office to discuss her dispute However, we received a voice message on August 22, 2017, advising that a scheduling conflict would prevent us from speaking Therefore, please accept this letter as response to Ms [redacted] ’s dispute We regret any possible misunderstanding that may have occurred regarding the promotional offer Ms [redacted] received We reviewed her account records and determined that she was provided a promotional rate of $for her two lines for switching to the Unlimited Freedom plan This $per line discount is already built into the $rate, which is good through June 30, Without this promotional offer, the Unlimited Freedom plan would cost $for her two lines of service excluding taxes and equipmentMs [redacted] can save an additional $by establishing Auto-Pay on her account; however, this is not a requirement to receive the $promotional rate We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review We thank Ms [redacted] for being a valued Sprint customer If she has any further questions regarding this matter, Ms [redacted] can contact 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, April [redacted] Executive Services Analyst

June 28, 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] on behalf of account holder, [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] stated that on May 23, 2017, she contacted our Telesales department to upgrade her device and was advised that her order was placed She stated that the following day she received a message advising her that she needed to e-sign the device agreement to have her ordered device shipped Ms [redacted] stated that she returned the call to obtain further details, as she had not received any document to e-sign Ms [redacted] expressed her dissatisfaction with her customer experience that followed, stating that link including the agreement was emailed to her multiple times; however, she was unable to e-sign the document successfully due to not being able to open the aforementioned link As a result, Ms [redacted] requested to be sent a device as soon as possible, as she would soon be traveling out of the country Additionally, she requested to have any related fees waived due to her negative experience We regret the circumstances that led to Ms [redacted] ’s filing Our records reflect Ms [redacted] placed an equipment order on May 22, On May 23, 2017, she notified us that she had not received the lease agreement to sign electronically After multiple email attempts, Ms [redacted] confirmed receipt of the link in question; however, she stated she was unable to retrieve the document successfully After the allotted time frame for Ms [redacted] to e-sign the agreement expired, the order was cancelled We spoke with Ms [redacted] on May 31, 2017, and explained our aforementioned findings In an effort to ensure that Ms [redacted] would be able upgrade successfully, we scheduled an appointment at our nearest Sprint store where her desired device was in stock However, she contacted us later that day advising us that she would not be able to make it to the appointment Unfortunately, the two other stores in Ms [redacted] ’s area did not have her desired device in stock We offered to reschedule her device upgrade appointment, however Ms [redacted] declined, reiterating that she would be traveling out of the country soon We regret Ms [redacted] ’s dissatisfaction regarding this matter; however, based on the information outlined above, we were unable confirm a Sprint error Should Ms [redacted] need any further assistance with a device order, I may be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Hello, I have attached our signed contract with SprintYou can see that what Michal is saying doesn't match our contractWe were not given a verbal quote as he statedWe have a written contract from the store manager at the Gardner MaSprint store and his district managers signatureMichal has stated that Sprint won't give us what we were promised and have in writingCan you help us keep them honest? What is the next step Thank you,Mark and Tracey Regards, Tracey M [redacted]

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns Based on the information provided in his inquiry, Ms [redacted] advised that she has had her LG Flex device for a year and it stopped working After visiting the store, she was advised it would take to weeks to send it for repair Ms [redacted] further expressed her dissatisfaction for paying for Total Equipment Protection and not receiving a replacement device quickly All new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribed to our TEP option on line of service ending in *** If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $350, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep We spoke with spoke with Ms [redacted] on July 10, 2017, and determined that she requested to remove the TEP option from her line of service ending in *** Due to her living more than miles from the nearest Sprint store, we agreed to send her a replacement device Also, we determined that her same device was currently on backorder; therefore, we have sent an LG Gdevice Additionally, a return kit was provided to facilitate the return of the LG Flex to our warehouse Ms [redacted] accepted and was advised that a non-return fee will apply if the defective device is not returned We regret any inconvenience that this matter may have caused Ms [redacted] If she needs further assistance with this matter, she can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Cheryl [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, ***n [redacted]

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It My 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] - [redacted] stated that when she added a new line to her account, she was provided incorrect information regarding what the monthly cost would be She stated that in January 2017, she contacted our Customer Care department to dispute the increase in her monthly bill She stated that the representative offered to credit her account two credits in the amount of $in two month increments She stated that she did not receive the credit and contacted us back and was advised that we would review her account and contact her back and to date, she has not received a callback In addition, she stated that she requested to be sent a paper invoice and she is not receiving one She is requesting a resolution to these issues 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 pricing Our research shows that upon activation of her new line of service, Ms [redacted] - [redacted] was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and charges Furthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in question Our records reflect a $credit was applied to Ms [redacted] - [redacted] ’s account on January 26, Furthermore, Ms [redacted] - [redacted] ’s bill preference indicates paper billing as she requested We spoke to Ms [redacted] - [redacted] on April 13, 2017, and provided her with the above-referenced information Although no credit is due, in an effort to reach an amicable resolution, we offered and she accepted an account courtesy credit in the amount of $ She stated that she considers the issue resolved to her satisfaction We appreciate Ms [redacted] - [redacted] taking the time to provide us with the details of his experience with our Customer Care representative We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processesWe regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at 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 RExecutive Services Analyst

March 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken to receive a refund owed to him Mr [redacted] requested that we mail that refund to him promptly We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s referenced issues However, our records reflect that his $2,refund check was processed and mailed to his address of record on February 23, During our conversation with Mr [redacted] on March 4, 2017, we provided the information detailed above Mr [redacted] confirmed that he received his refund check but reiterated his dissatisfaction with the length of time taken to process it We thanked him for his feedback We also advised him that we would forward his concerns to the appropriate managerial teams for further review and possible future changes to our processes We regret any inconvenience this issue may have caused Mr [redacted] If we can be of further assistance with his concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

May 4, 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] disputed international roaming charges assessed to his Sprint account for text messaging usage while using his Sprint device in Nepal, advising that he contacted our Customer Care department prior to traveling and was given instructions on how to activate his device for use in Nepal to have his text messaging services available for cents per message Because he received a message from Sprint advising of international charges totaling $186.64, he attempted to dispute those charges while overseas but was unsuccessful Mr [redacted] requested that we credit the international roaming charges assessed to his account in full due to his receiving incorrect information from us We regret any misunderstanding that may occurred regarding Mr***’s international data roaming charges Our records reflect that he was billed data roaming charges totaling $for data usage while in Nepal and $for data usage while in Hong Kong However, based on our review, we were unable to identify any billing error related to those charges During our conversation with Mr [redacted] on May 2, 2017, we provided the information detailed above He reiterated that he was previously given instruction on how to activate his device for international roaming to prevent excessive billing We advised him that he needed to turn off his data to avoid roaming and that we bill for international roaming even if his device were linked to a connection However, due to any misinformation that he may have received regarding his international data usage capabilities, we offered a one-time credit of $to offset the disputed international roaming and data roaming charges in full, as a courtesy He accepted offer, and we credited his account on the same day We also advised Mr [redacted] that, after those credits applied, his remaining balance was $ Mr [redacted] was satisfied with our resolution We appreciate Mr***’s taking time to provide details of his experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these issues may have caused Mr*** If we can be of further assistance with his reported concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: 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] described unfavorable customer experiences during his attempts to discuss an equipment concern, stating that his equipment is defective, and he has been unsuccessful in replacing it with a working oneHe expressed further dissatisfaction with our warranty guidelines and believes that his balance should be reduced due to his ongoing equipment concernsHe requested that we allow him to cancel his service without incurring any cancellation fees We regret any inconvenience that may have caused Mr [redacted] to contact your agencyOur e-mail and telephone attempts to contact Mr [redacted] on May 26, 2017, and June 6, and 7, 2017, were unsuccessful; however, we were able to speak with him briefly todayUnfortunately, due to Mr [redacted] ’s work schedule, he stated that he was unable to discuss his concerns, and requested that we contact him on Friday, June 9, 2017, which we agreed The above-referenced account will remain in “escalated status” with our office until June 22, 2017, to allow sufficient time to speak with Mr [redacted] or for him to contact our officeAfter June 22, 2017, his account will be released to our Customer Care department for general assistance We believe that we can amicably resolve Mr [redacted] ’s reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

February 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX [redacted] Sprint Case [redacted] Dear Ms***: 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] cited her dissatisfaction with the recent removal of a $credit from her Sprint account, citing that the credit was offered and applied in response to a previous billing dispute but was later removed because it was not the correct amount but that the correct amount, $276.74, has not been re-applied as committedMs [redacted] requested that we apply that credit to her account as offered We appreciate Ms [redacted] ’s taking the time to provide us with the 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 that this matter has been forwarded to the appropriate management team for additional review We regret the circumstances that led to Ms [redacted] ’s initial billing dispute, as well as the delay in applying the corrected credit amount to her Sprint account to bring that matter to closureOur records reflect that the referenced $credit was applied to Ms [redacted] ’s Sprint account on December 14, 2015, as previously committed to herIn addition, on January 22, 2016, we applied another credit of $to her account to offset the remaining charges associated with the same Tablet device billing issue During our conversation with Ms [redacted] on January 25, 2016, we explained the details outlined aboveWe also confirmed that the applied credits offset the previously-disputed$Tablet device charges assessed to her Sprint account in full and that we submitted a request for that amount to be refunded of that amount to herMs [redacted] indicated her satisfaction with our actions, and we agreed would follow up with her once the status of our refund request was updated We confirmed that Ms [redacted] ’s refund was approved and processed to her financial institution on the same day as requestedAlthough our follow up call attempts to her on January 25, and 28, 2016, were unsuccessful, we left voice mail messages advising her that the refund was forwarded to her financial institutionMs [redacted] responded via e-mail on January 28, 2016, stating that she received her refund of $and that the matter is fully resolved to her satisfaction We regret any inconvenience this issue may have caused Ms [redacted] If we can be of further assistance with this concern, we invite her to 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, Minnie S Executive Services Analyst

May 18, 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 subsequent inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns once again Based on the information provided, Ms [redacted] states that her father used her identity to open a Sprint account in her name without her consent She also advises that she paid $on the account to protect her credit rating and is requesting a refund At this time, Ms [redacted] is requesting that we remove this account from her name, add her father’s name to the account, and remove all negative credit reporting After a review of our records, we were unable to confirm identity theft occurred on account ending *** Additionally, we determined that the line in question, [redacted] , was activated on Ms [redacted] ’s Sprint account on June 13, 2012, and has been active since that date Our records do not reflect a request to cancel this phone number after Ms [redacted] ported her other numbers in During our conversation with Ms [redacted] on April 11, 2017, we offered to cancel this phone number, and advised that she will be responsible for all charges associated with this phone number She did not make any changes at this time We also advised her that, to date, no negative credit reporting has occurred on her account In an effort to amicably resolve, we previously offered to credit the lease cancellation charges contingent upon the phone being returned in good condition Ms [redacted] advised that she does not know the whereabouts of the phone or end user As a goodwill gesture, we also extended an offer to credit one monthly charge for the calling plan Ms [redacted] declined all offers Based on our aforementioned findings, we must respectfully decline her request to refund the $payment as it went toward valid account charges While we regret that Ms [redacted] is not satisfied with our response, our position remains unchanged After discussing this matter with the Executive & Regulatory Services team, we are confident that all of her issues have been fully addressed and resolved to the best of our ability We regret any inconvenience that this matter may have caused Ms [redacted] If she needs further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive 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 12235050, and find that this resolution is satisfactory to me Regards, [redacted] ***

August 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 filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] described his unfavorable customer experience during his recent attempt to resolve a billing dispute at one of our retail locations, advising that he was offered $prepaid Visa reward card for adding a new line of service to his existing account Mr [redacted] stated his request to honor the promotion as offered was denied and he was offered the option to cancel the line of service and return the device without incurring additional charges Mr [redacted] further stated he was offered $service credit to retain his remaining line of service, which he has not received Mr [redacted] requested Sprint to honor the $prepaid Visa promotion and apply credits to remove the outstanding equipment charges assessed when he cancelled telephone number ending ***, and apply $service credit as promised We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s promotional offer, as well as any delay in bringing that matter to resolution During our conversation with Mr [redacted] on August 3, 2017, we informed him that we have no record of any $reward card promotional offer available in February when he activated a new line of service, telephone number ending *** We identified a $reward card promotional offer which was eligible and registered for telephone number ending ***; however, terms of the promotion required customer’s to maintain their Sprint account in good standing during the day enrollment period Our records reflect that Mr [redacted] ’s account was not in good standing during that time and his request for $reward card expired when he cancelled telephone number ending [redacted] on July 11, As a result, we respectfully decline Mr [redacted] ’s request for a prepaid Visa reward card Additionally, our records reflect that Mr [redacted] returned his leased equipment for telephone number ending [redacted] to a Sprint retail location on July 11, 2017, and his Sprint account was assessed $for the lease device purchase chargeWe applied credits totaling $on July 25, 2017, to offset that chargeDuring Mr [redacted] ’s conversation with one of our Customer Care representatives on July 24, 25, and 26, 2017, we advised that the remaining lease cancel charge of $is valid We offered Mr [redacted] a service credit of $in an effort to reach an amicable resolution; however, Mr [redacted] declined our offers As a gesture of goodwill and in an effort to demonstrate world-class customer service, we applied remaining credits totaling $on July 28, 2017, to offset the lease cancel charge These credits will be reflected on his August invoice Finally, during our conversation with Mr [redacted] , we confirmed that he ported his remaining line of service, telephone number ending ***, to another carrier on August 1, As a result, his Sprint account was billed $for the remaining Leased equipment charges and end of lease purchase price In accordance with Sprint’s Lease Program, and specifically Mr [redacted] ’s Lease Agreement [redacted] executed on September 24, 2016, he has the option to terminate his lease agreement early By cancelling his lease/services prior to September 25, 2016, Mr [redacted] agreed to pay all of the remaining monthly Lease payments and the Purchase Option Price of the Leased device on his next bill If Mr [redacted] returns the device to Sprint, in good condition, only the Purchase Option Price of $will be refunded As a result, we respectfully decline his request for an additional $service retention credit 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 that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If Mr [redacted] requires additional assistance with these concerns, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Sunday through Thursday between 1:p.mand 9:p.m., Central Time Sincerely, Michael PExecutive Services Associate Analyst MP/lk

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] requested that the her Revdex.com file remain open due to her not yet having had the opportunity to speak with us to address the concerns outlined in her initial filing We regret any delay in addressing Ms [redacted] ’s previously-reported account concerns and her refund request Based on the nature of those concerns, it is necessary that we speak with her directly in order to obtain her account security information and additional details that will aid in our review However, as outlined in our March 21, 2017, our attempts to contact her via telephone and e-mail on March 8, 10, and 15, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter to her at her billing address of record on March 13, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for further assistance Unfortunately, our attempts to contact Ms [redacted] again on April 10, 2017, were also unsuccessful Ms [redacted] responded to us via e-mail and left a voicemail message on April 11, 2017, acknowledging our efforts and requested that we respond to her only in writing However, as noted above and explained in our follvoicemail message to her on April 12, 2017, However, based on the nature of her inquiry, we will need to speak with her directly to obtain her account security validation before we can move forward with her request We remain confident that we can fully address Ms [redacted] ’s reported concerns, and we are eager to have the opportunity to do so If these matters remain unresolved, we again invite Ms [redacted] to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [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 It was more than just a billing issueIt was more about the customer service received in the Sprint Store in FerndaleI know what to do in the future and will not be returning to the Ferndale StoreI accepted the credit to my account to pay for the phone they did not fix but instead took my phone and made me sign a new year contractI have been with Sprint for years and I hope to not have to face this type of situation again Regards, Kathryn [redacted]

[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: Thank you for the creditAlthough the credit addresses part of the issue, I am disappointed that I have been unable to upgrade my phoneI would like assistance with consummating the order as soon as possibleThank you Regards, Stacye ***

January 27, 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 filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] wanted to express her dissatisfaction with the level of customer service she has received from Sprint As a result, she is requesting to be let out of her contract and all account fee waived or her billing issues reviewed in detail During our conversation with Ms [redacted] on January 22, 2017, she confirmed that her concerns have been addressed to her satisfactionIn demonstration of our commitment to excellence service, we a have applied a one-time $service credit to her account as a gesture of goodwill We appreciate Ms [redacted] providing us with the details of her experiences We are seeking ways to improve the quality of service provided to our customers We apologize for the manner in which her concerns have been handled We assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured” Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer Ms [redacted] ’s comments have been referred to the appropriate management team for review to implement changes where necessary We regret any inconvenience Ms [redacted] may have experienced and appreciate her business If we can be of further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Sean JExecutive Services Analyst

June 16, 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] ***, submitted on behalf of the account holder, Mr [redacted] *** We regret any inconvenience they may have experienced in regard to this matter According to the information provided in the complaint, Ms [redacted] expressed her dissatisfaction with the coverage that she receives on the Sprint network in multiple areas During our discussions with Ms [redacted] on June and 15, 2017, she was unable to verify the account PIN or Security Answer However, during our discussion with Ms [redacted] on June 15, 2017, she indicated that her concern was resolved after she receiving a new phone Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Should Ms [redacted] need 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, from 7:a.mto 3:p.m., Central Time Sincerely, Patricia S Executive Services Analyst