Sprint Corporation

September 12, 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] regarding her Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with not receiving the pricing quoted to her when she recently added four new lines of service to her existing Sprint account on May 20, She also described unfavorable customer experiences during her attempts to address that matter She requested that Sprint honor the pricing that was quoted We regret any misunderstanding that may have occurred regarding Ms***’s monthly Sprint charges We spoke with Ms [redacted] on September 11, 2017, and confirmed that the price quote she received at the point of sale does not include additional account options she selected such as her tablet service, Total Equipment Protection (TEP) equipment insurance for the new lines of service, or applicable taxes, surcharges, and regulatory fees Additionally, we confirmed that, although both of her new ***sung Galaxy Jdevices may have been presented to her as being free of charge, she signed installment billing purchase agreements that outline her acceptance to pay $per month for those devices for months and to receive a reward card of $to offset the cost of each device after twelve weeks of service To address Ms***’s billing dispute, we updated her rate plan to our promotional Unlimited Freedom Plan effective September 27, That plan provides unlimited talk time, text messaging, and data usage per line at a rate of $per month for the first line, $per month for the second line, $on the third and fourth lines, and no charge for the fifth line through September 30, Then, as outlined in the terms of that plan and in our promotional materials, the cost of the plan will increase to a rate of $per month for the first line, $per month for the second, and $per month for additional lines as of October 1, Those rates do not include applicable taxes and surcharges but do reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) option In accordance with Ms***’s request, we removed TEP from her lines of service ending [redacted] and [redacted] and applied credits totaling $to offset the associated charges assessed for that option on those lines Due to any possible miscommunication that may have occurred regarding pricing for Ms***’s rate plan, we confirmed that credits totaling $were previously applied to her account on June 25, 2017, to re-rate charges reflected on her May invoice, and we applied additional credits of $to her account on September 12, 2017, to offset the difference between the charges during the term of her agreement quoted to her and the actual charges for the promotional service plan that is now active on her account Ms [redacted] stated that she is satisfied with our resolution We thanked Ms [redacted] for taking time to provide details of her experiences with our retail and Customer Care representatives We advised that we are continually striving to improve the quality of service provided to our customers We also assured her 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, Ms [redacted] can contact me by calling our 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

October 4, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Steve [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] stated that he was not fully informed of Sprint’s Contract Buyout programMr [redacted] stated that he was not advised that he would need to tuhis former provider’s devices upon enrollment in the Contract Buyout program; as such, he has not received his Reward CardsTherefore, Mr [redacted] requested that Sprint review these matters, process and mail his Reward Cards without requiring him to tuhis previous carriers’ phones 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 website at www.sprint.com have not deviated from the published informationIn 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 As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider We communicated with Mr [redacted] on October 2nd and 3rd of 2017, regarding his account concerns and advised him of the above informationFurther, we advised him that because he did not tuhis previous carriers’ phones to Sprint, we respectfully decline his request to provide the Reward Cards outside of the above stated promotion requirements We regret any inconvenience this matter may have caused Mr [redacted] 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, Chanda L

September 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , Brenda Z [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MsBrenda Z [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information received, MsZ [redacted] states that she was billed a damage fee for the return of her leased device MsZ [redacted] states that there was no damage prior to shipping the device back to Sprint and as a result, she is seeking removal of this charge from her account After completing a review of MsZ [redacted] ’s Sprint account, our records indicate a member of our Customer Care Management group spoke with MsZ [redacted] on August 31, 2017, and agreed to waive the damaged device fee to resolve this matterWe attempted to contact MsZ [redacted] by phone and email on September 1, 5, and 6, 2017, to address any additional concerns she may have; unfortunately, she has not responded With the above actions we believe Ms.Z [redacted] ’s concerns to be fully addressed and resolved We regret any inconvenience this matter may have caused If we can be of further assistance, MsZ [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, 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 help and also thank sprint for the solutionI 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] ***

May 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Mr***: On May 2, 2017, Sprint received a rebuttal statement submitted by your office on behalf of [redacted] According to the information provided, Mr [redacted] disagrees with our position, stating that he would not have purchased the accessories if he was not offered a $promotional credit towards the accessories We appreciate your assistance in bringing Mr [redacted] ’s additional concerns to our attention We regret any confusion regarding the promotional offer On May 3, 2017, we contacted Mr [redacted] to discuss his concerns in detail In an effort to resolve this matter and due to any confusion that may have occurred, we applied a credit of $to Mr [redacted] ’s account as a courtesy As a result of this credit, the account reflects a credit balance of $that will be applied to Mr [redacted] ’s next invoice We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with $month to month charge on the device with the fulfilled lease Agreement She stated that an indirect sales representative did not inform her that the device has to be returned or pay for the purchase option at the end of the Lease Agreement In addition, she also expressed unfavorable interaction with our customer service channel Ms [redacted] requested her account to be credited for the device purchase option charge We regret any possible misunderstanding that may have occurred related to Ms [redacted] device Lease Agreement Our records reflect that she purchased the referenced device on May 7, with a months signed Lease Agreement on file Further, the Lease Agreement indicates the option return the device or its purchase at a given Purchase Price, upon Lease Agreement fulfillment As a result of this, we are unable to identify any error on Sprint’s part concerning the expected return of the leased device We further regret any inconvenience Ms [redacted] may have experienced during her attempt to address her concern We spoke to her on June 22, 2017, and provided the information detailed above For an amicable resolution, we offered to credit the $month to month device charge on her May invoice, and an additional $credit off the PPO charge when billed On July 5, 2017, we received her e-mail accepting the above proposed resolution Therefore, we applied a total $credit to her account that will be reflected on her next invoice We appreciate Ms [redacted] ’s taking time to provide details of their 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 reviewWe regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with this concern, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R 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:This months bill is now even HIGHER than last The store manager I met with a couple of weeks ago, Antwone, also disputed the charges and agred that my bill was too high I’ll need someone to look into this further This isn’t fair, not good business and Unethical What is going on? Pls adjust my bill accordingly Thank you for your time Regards, Melissa [redacted]

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] advised that one of her lines of service should have been on our Seasonal Standby Plan since March but that the rate plan was not updated as requested She also described unfavorable customer experiences during her attempts to address that concern Ms [redacted] requested that we provide credit for the last three months service charges on the referenced subscription We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s billing Our records reflect that Ms [redacted] ’s referenced line of service was activated on November 23, 2016, with our Unlimited Freedom Shared Plan at $per month, and we have no record of any request from her to update her rate plan as indicated in her inquiry As such, we are unable to identify any billing error associated with Ms [redacted] ’s Sprint billing During our June 21, 2017, conversation with Ms [redacted] , we explained the information outlined above However, based on additional information she provided, and due to our confirming no recent usage of the referenced line of service, we offered a $service credit to offset an amount equivalent to her past two months’ service charges for that line Ms [redacted] accepted our offer, and we applied the $credit as agreed, leaving her account with an adjusted balance due of $ Ms [redacted] confirmed her satisfaction with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experience with our retail and 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 Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

Tell us why here...January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on December 29, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she believes that she received misinformation from a Sprint Sales representative when she turnher iPhone device and purchased an iPhone Plus device in October According to Ms [redacted] , she was informed that her monthly invoices would reflect a monthly credit of $per month due to an iPhone trapromotion that was offered at the Sprint Retail Store locationHowever, her invoices do not reflect the referenced monthly creditMs [redacted] requested that Sprint review this matter and honor the monthly credit Sprint has reviewed Ms [redacted] ’s complaintWe regret any miscommunication that transpired between Ms [redacted] and the Sprint Retail Sales representativePlease be advised that we have engaged our Retail Stores Management team with regard to Ms [redacted] ’s concernsBased on our review, we were informed that the iPhone trapromotion was applied to Ms [redacted] ’s accountPlease note that the monthly credit of $would be applied to her account within two billing cyclesWe were also advised that they have applied a $adjustment to Ms [redacted] account to offset the $monthly lease charge plus applicable taxes We spoke with Ms [redacted] on January 5, 2017, to discuss her concerns in detail and relayed the above information to herWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterShould Ms [redacted] require further assistance with this matter, we urge her to the contact the undersigned at the phone number noted below at her earliest convenience We trust this letter responds to your inquiryIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he believes he was misinformed on service plan pricing He stated that he is paying higher than the amount he was quoted at the point of sale As a result, he is requesting that his rate plan be what he stated was presented at the point of sale We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Mr***’s account We regret any possible misunderstanding that may have occurred regarding the plan pricing We have confirmed that this matter was previously addressed by one of Sprint’s specialized Care groups We further confirmed that due to any possible misunderstanding regarding the noted service plan, we applied a recurring $monthly credit to the account for the next eight months to address the issueMr [redacted] confirmed that this resolved his issue If we can be of further assistance with this matter, 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 CExecutive Services Analyst

August 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he visited one of our retail stores to upgrade his device He stated that he was told that he would continue to receive a loyalty credit each month that he was receiving for his previous device; however, he found out later that was not the case Mr [redacted] stated that he either wants to receive the credit or a check in amount of $Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Mr [redacted] may have received regarding his loyalty credit and appreciate his feedback regarding this issue The details of his experience will be forwarded to the appropriate managerial staff empowered to make changes in this area 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 website 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 pricingPer the terms of the previously offered $Loyalty Credit, targeted customers must have a device with an active lease agreement on a qualified legacy plan Our records reflect that Mr [redacted] upgraded his phone on a Months Installment Agreement and elected to update his service plan, which disqualified him from receiving the previously offered promotional service credit Upon receipt of Mr [redacted] ’s complaint, we forwarded his concerns to the retail management team over the store We have confirmed that a member of our management team reached out to Mr [redacted] and that a credit of $was applied to his account on August 11, Mr [redacted] will see this credit reflected on his next invoice Please note that account credits are not applied toward equipment installment billing or lease charges Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

September 15, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [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 filing, Mr [redacted] expressed his dissatisfaction with multiple service interruptions due to non-payment, advising that we took those actions after he opted to pay off his device lease early He also described unfavorable customer experiences during his attempts to address those concerns Mr [redacted] requested that we provide a refund of the $and $payments remitted while his account was in dispute We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint charges and referenced service interruptions However, we have been unable to identify any billing error associated with his account Our records reflect that Mr [redacted] remitted a payment of $on August 24, 2017, to satisfy his service charges and a portion of his equipment lease charges and that the Device Purchase Option (DPO) charge of $was assessed at that time due to the cancellation of his corresponding device lease His July 31, 2017, invoice included that charge as past-due As a result of our not receiving timely payment of Mr [redacted] ’s noted DPO charge, we sent pending service interruption notifications to him on August and 8, 2017, and his services were interrupted on August 9, Subsequently, he remitted payments of $and $on August and 26, 2017, respectively During our conversation with Mr [redacted] on September 7, 2017, we explained the information outlined above We also offered a $service credit as a courtesy due to any possible miscommunication that may have been provided related to his lease pay-off and service interruptions Mr [redacted] accepted our offer, and we applied the credit to his account as agreed However, he continued to express his dissatisfaction with having received inconsistent information and his belief that we suspended his services without cause Based on additional details he provided, we agreed to further review his dispute and follow up with him within the next few days Upon further review, we reconfirmed that no error on the part of Sprint occurred related to Mr [redacted] ’s dispute However, we also confirmed that a $refund of one of the two above-noted payments was processed to his bank account on August 30, 2017, as he requestedUnfortunately, our attempts to follow up with Mr [redacted] via telephone and e-mail to discuss our findings on August and 14, 2017, were unsuccessful We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and 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 Mr [redacted] may have experienced as a result of these matters We are confident that we have fully addressed his reported concerns However, if we can be of further assistance with these issues, or if Mr [redacted] would like to provide additional information for our consideration, he can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

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 just hope that no one makes other changes resulting in my account being affectedI don't want to have to go through this againI sincerely appreciate your prompt assistance Regards, [redacted]

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Account XXXXX6371, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms [redacted] requested additional information regarding charges reflected on her invoices Ms [redacted] stated that she has been charged an additional $fee monthly after replacing one of handsets Ms [redacted] stated that she was offered to have this fee removed in November 2017; however, Ms [redacted] stated that she was charged twice for this charge on her December invoice Ms [redacted] requested Sprint remove the $subsidized phone charge and apply credits to offset those charges reflected on her December Sprint invoice 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 website 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 During our conversation with Ms [redacted] on January 10, 2018, we confirmed that on November 27, 2016, Ms [redacted] selected one of our unlimited promotional price plans which include an additional $monthly Subsidized Phone Charge per line which is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan as well as all of our current plans at www.sprint.com Our records reflect that on May 14, 2016, Ms [redacted] purchased a discounted device which is activated on telephone number ending Although we sustain that the charges are valid, we offered to apply service credits totaling $per month to offset the Subsidized Phone Charges assessed to telephone number ending through May 2018, Additionally, we applied credits totaling $to offset the above-referenced charges reflected on Ms***’s December Sprint invoice Ms [redacted] confirmed that her concerns have been resolved to her satisfaction We regret any inconvenience this matter may have causedIf we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst MG/lk

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx0432, [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’ concern to our attentionAccording to the information received, Ms [redacted] stated that a recent software update to her device caused the device to experience technical issues Additionally, Ms [redacted] expressed dissatisfaction with the level of service she received from our Customer Care group while attempting to resolve her device issuesMs [redacted] requested that we provide her with a replacement device to complete the terms of her Lease Agreement Sprint has reviewed Ms [redacted] complaintDuring our conversation with Ms [redacted] on May 13, 2016, we explained that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyMs [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending in Therefore, if the problem with Ms [redacted] 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 periodIf the problem with Ms [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Since Ms [redacted] experienced technical issues with her device we requested that she take the device into her local Sprint Authorized Service and Repair Center to have it tested by a certified technician and she agreed Ms [redacted] confirmed that she received a replacement device on May 16, 2016, and her issue is resolvedWe appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this issue may have caused Ms [redacted] If I can be of further assistance with this matter, MsWilliams can contact me by calling our Executive & Regulatory Services department toll-free number at [redacted] extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central TimeSincerely, [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: Sprint PCS ( Sprint Wireless) addressed my account in a very unprofessional manner I did everything required on my endI even took the initiative to pay the outstanding balance, which the company in which I ported my number to should have taken care of, and yet my account was sent to a third party collection agencyAlso, during this time Sprint PCS (Sprint Wireless) still owned the debt/accountThere were separate agencies contacting me , sometimes all on the same day I acted in good faith on my end, Sprint did not hold their end upI was in the middle of purchasing a home, which has now been delayed, and possibly off the market, due to the business negligence shown by Sprint PCS (Sprint Wireless)Out of the states the collection agencies were working out of, from my understanding, only one state allows a third party agency to collect a debt, while the original debtor owns or has control of the debt owedI do believe Sprint PCS (Sprint Wireless) has shown quite a bit of neglect on their end Regards, [redacted]

May 19, 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 Mr [redacted] to our attention We regret any inconvenience that he may have experienced in this matter According to the information provided in the complaint, Mr [redacted] indicates that his account is provisioned with a $unlimited voice, text and data service plan less a $credit which is provided with the establishment of Autopay on the account Additionally, he states that he leases his phone for $per month and remitted a $payment that was applied the Capital Cost Reduction of his phone lease balance He additionally indicates that he accepted the $Total Equipment Protection (TEP) option to be provisioned on his account He stated that he remitted payment for the total cost of his leased phone for $which included the $End of Lease phone purchase charge Mr [redacted] indicates that he later spoke with a Customer Care representative who was unable to confirm that his above-referenced payment was applied to the End of Lease phone purchase charge He states that he disputed the subsequent charges that were reflected on his account’s April invoice At this time, he requests that account credits be applied to his account to bring the account balance to $and to also credit his account $for the Capital Cost Reduction charge that he remitted in conjunction with his phone lease balance Additionally, he requests that a $account credit be applied to offset the monthly lease charge reflected on his April invoice He also requests that his upcoming May reflect the correct balance During our communications with Mr***, and in accordance with our review of the account records, we confirmed with him that his account is provisioned with the $unlimited voice, text and data plan as he anticipated We also confirmed with him that the $monthly credit which is provided with the establishment of Autopay in April is reflected on the account’s subsequent May invoice We also advised Mr [redacted] that the $Capital Cost Reduction payment that he remitted reduced the balance of his signed phone lease and in turn reduced the final payment he remitted to pay off the leased phone’s balance We additionally confirmed that he remitted a $payment which offset the monthly phone lease charge balance and the $End of Lease phone purchase charge We confirmed with him that a $phone lease charge reflected on his April reduced the amount of the phone lease payoff to $638.62, which he remitted In an effort to reach an amicable resolution, we advised him that we applied a $account credit to provide for the $Autopay credit which will be reflected on his future invoices We also confirmed that his May invoice will reflect the valid charges as also reflected on the April invoice and will no longer reflect his phone’s monthly lease chargeIf 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

February 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX2817, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she closed her Sprint account on November 15, 2017; as per an involuntary termination letter sent by Sprint for excessive data usage She states the letter was unclear and indicated we would waive any lease charges, Early Termination Fee (ETF), and service charges for the entire accountMs [redacted] requested a bill credit to bring the balance to $as she followed the instructions in the letter and returned the devices at the retail store We spoke with Ms [redacted] regarding her concerns on February 3, We confirmed that the leased devices were returned Additionally, we reviewed the letter Ms [redacted] was sent from Sprint We have removed all charges bringing the balance to $ Ms [redacted] confirmed these actions resolved her account concerns We regret any inconvenience this matter may have caused If Ms [redacted] requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-855-848-3280, extension *** I am available Monday, Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she returned two leased devices to one of our retail locations, and at that time, she indicated that she was informed that her account would be credited for the returned equipment within two billing cycles Ms [redacted] stated that one device was returned at the end of February and the other device was returned on March 6, 2017, and she further indicated that no credit has been applied to her account for the returned equipment Ms [redacted] further indicated that attempting to resolve this matter has resulted in an unfavorable customer experience As a result, she is requesting assistance with receiving a credit to her account for the returned equipment We regret any possible misunderstanding that may have occurred regarding this matter Based on a review of our records, two credits of $and $were applied to Ms [redacted] ’s account effective June 13, 2017, to offset the lease device purchase charges for the lines of service ending in [redacted] and ***, respectively We communicated with Ms [redacted] on June 14, 2017, regarding this matter, and she indicated that she was aware that the matter had been addressed She further stated that she will remit payments for the balance due, and she appreciated the call We regret any inconvenience that this issue may have caused Should there be any additional questions or concerns regarding this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

March 3, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com File# [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint for [redacted] This complaint was served to Sprint on February 19, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the lack of coverage in her local service area of Milwaukee, WIAs such, Ms [redacted] stated that on February 13, 2016, she was advised that Sprint would apply a $adjustment to her account to offset a portion of her monthly service charges due to her network concernsHowever, the $adjustment was not appliedTherefore, Ms [redacted] requested that Sprint review this matter and apply a $adjustment on her account We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms [redacted] ’s feedback Sprint has reviewed Ms [redacted] ’s complaintWe regret that the coverage in Ms [redacted] ’s area may have fallen short of her wireless communication needs and expectationsWe constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customersOur records reflect that Sprint provides good coverage in her local area of Milwaukee, WI Furthermore, our records reflect that on February 13, 2016, Ms [redacted] contacted Sprint regarding her network concerns; however, our records do not indicate that Ms [redacted] was offered a $adjustment due to her network concernsHowever, in an effort to resolve this matter, on February 22, 2016, Sprint agreed to apply a $adjustment to her account to offset a portion of the monthly service charges reflected on the January invoice On February 23, 2016, we spoke with Ms [redacted] and relayed the aforementioned information to herAdditionally, we confirmed that the $adjustment was applied on February 22, Ms [redacted] was advised that the adjustment is reflected on the March 1, invoiceMs [redacted] expressed her satisfaction with our resolution of her concernsWe regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [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, Chanda L Executive Services Analyst