Sprint Corporation

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

November 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] reports that her iPhone was brokenMs [redacted] attempted to have her device replaced through our Sprint Total Equipment Protection (TEP) which she subscribes too; however, she reports that she could not afford the $deductible for the replacement deviceMs [redacted] seeks assistance with cancelling her services, adjusting her bill for the service that she did not use and having the Early Termination Fee (ETF) waived on the line ending in *** We spoke with Ms [redacted] on November 3, We reviewed her account and found that there was no usage on the line in question for the past several weeksAs a courtesy we have adjusted her account by $for services that were not usedMs [redacted] inquired about cancelling her line and having the ETF waived on the accountIn an effort to amicably resolve Ms [redacted] ’s concern we waived the ETF of $for the line ending in ***We informed Ms [redacted] of the final total due on her account Ms [redacted] confirmed that these actions have resolved her inquiry We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance with this matter, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

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

[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]

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

[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]

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

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

Tell us why here...May 26, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on May 8, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she contacted our Customer Care group to establish an account with Sprint during the Sprint’s Samsung Galaxy SBuy-One-Get-One (BOGO) promotionAt that time, she completed a credit check and was approved for three lines of servicesHowever, our Sales and Credit Agents were unable to activate her account due to system issuesMs [redacted] further stated that she was offered a return call from our Customer Care group to complete the activation of her accountHowever, Ms [redacted] did not receive a follcallTherefore, she attempted to contact our Customer Care group to complete the activation of her account, without successMs [redacted] requested that Sprint activate two Samsung Galaxy Sdevices during the Buy-One-Get-One-Free (BOGO) promotion with the Unlimited Freedom plan Sprint has reviewed Ms***’s complaintAccording to our records, we completed a credit check for Ms***Ms [redacted] was approved for three devices with no deposit required, with a $Account Spending Limit per line plus a monthly Account Spending Limit (ASL) Fee of $per monthHowever, a Sprint account was not established Please note for a limited time, a promotional offer was available from April through April 30, for for Samsung Galaxy Swith Sprint Lease AgreementCustomers that get one Samsung Galaxy Svia Sprint Leasing program, will get the second Samsung Galaxy SLease Agreement on Sprint with a monthly service credit We spoke with Ms [redacted] on May 25, 2017, to discuss her concern and relayed our findingsWe encourage Ms [redacted] to establish an account with Sprint; however, we are unable to honor the expired promotion for Samsung Galaxy SdeviceMs [redacted] acknowledged the information that was provided to her We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf Ms [redacted] has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

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

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

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

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

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

[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] ***

September 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] - [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customer's concerns to our attention According to Ms***’s inquiry, she switched to another wireless provider in October and returned to Sprint in April She states that she was a past customer and was assured that she would be eligible for the Contract Buyout promotion She states that she was informed to visit the Sprint store to complete the activation of service and to turn in her old devices However, after establishing service, and registering for the promotion, she states she was informed that she was not eligible for the Contract Buyout promotion And last, based on the information received from Ms***, she states that she had an unfavorable customer experience while attempting to address this matter As a result, she requests that the Contract Buyout promotion be honored Please be advised that we spoke with Ms [redacted] regarding this matter During our discussion, we explained the terms of the Contract Buyout promotion We advised her that Sprint covers switching fees up to $via a Visa Prepaid Card (less tracredit provided) after online registration and new phone activation In order to assist Ms [redacted] with her request, we requested that she provide bill copy from her previous carrier that reflects her cancellation fees so that we can process the applicable reimbursement We followwith Ms [redacted] via email and advised her that we received her previous carrier’s invoice detailing her cancellation-related charges As a result, two Visa prepaid cards totaling $1,were processed Ms [redacted] should receive her prepaid cards within business days Ms [redacted] stated she was satisfied with our handling and required no further assistance with this matter We appreciate Ms [redacted] for taking time to provide details of her customer experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms*** If I can be of 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, Alethea BExecutive 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: 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 ***

[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]

May 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information included in the rebuttal complaint, Ms [redacted] states that she has been extended an offer for resolution from Sprint; however, she states that she has sent emails inquiring as to whether billed tax will be included in the credit offer with no responseMs [redacted] is requesting that she receive an update and her account is corrected Our office attempted to reach Ms [redacted] via phone and email on May 17, and 22, 2017, regarding her concernsUnfortunately, our attempts were unsuccessfulHowever, we sent an email to the address on file for Ms [redacted] on May 8, 2017, confirming that we applied a credit totaling $to account XXXXX***The breakdown of credits is $was applied as a lump sum credit for the 50% off iPhone GB promotionThe remaining credits totaling $was applied for the difference between the Unlimited Freedom plan with Autopay for $and the $Unlimited Plan for iPhone Ms [redacted] had previously advised that sales tax is percentThe difference between the Unlimited Freedom plan with Autopay for $and the $Unlimited Plan for iPhone is $per monthWe offered to credit $based on the month lease associated with the iPhone on line ending in ***; $x 7% sales tax=which would be a total credit of $Our office applied a credit in the amount of $Should Ms [redacted] have any further questions or concerns she can contact our office directly at her earliest opportunityWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached 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, LaToya [redacted] Executive Services Analyst

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