Sprint Corporation

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing her equipment concerns to our attention According to the information provided, Ms [redacted] stated that when she visited her local Sprint service and repair center to upgrade her device from an iPhone to an LG device, she experienced problems with having her data transferredAdditionally, she stated that she has also experienced problems connecting to the Sprint networkAs a result, she is requesting that Sprint transfer her data from her iPhone to her LG device and fix the network problems she is experiencing We appreciate Ms [redacted] for providing us with the details of her experience During our discussion with Ms [redacted] on May 19, 2017, she confirmed that she has returned the LG device and reactivated her old Apple phone; however, she is still experiencing network connection issue We are seeking ways to improve the quality of service provided to our customers We regret that Ms [redacted] had an unfavorable experience while attempting to have her data transferred from one device to anotherSince Ms [redacted] returned her LG device within Sprint Satisfaction Guarantee timeframe credits totaling $were applied to her account to offset the disputed charges incurred for her new device activationAdditionally, we advised her that we 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 customers Based upon our initial review of Ms [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms [redacted] to troubleshoot and isolate any issues that may be impacting her service Ms [redacted] ’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Ms [redacted] to ensure that a final resolution has been achieved no later than May 27, If Ms [redacted] has questions regarding this issue prior to our scheduled follow up, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of [redacted] submitted on April 24, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concernMr [redacted] expressed his dissatisfaction with cancellation charges assessed on the account as indicated on the January billing statement, upon the cancellation of Ms [redacted] Sprint accountMr [redacted] further stated that he was offered to return the devices associated with the account undermanaged and in good working condition to Sprints’ Returns warehouse in exchange for an adjustment of the Installment Billing accelerated cancellation chargesMr [redacted] requested that Sprint review this matter and apply an adjustment to the account accordingly Sprint has reviewed Mr***’s complaintOur records reflect that Ms [redacted] established services with Sprint on June 4, At that time, she portphone numbers ending in [redacted] and [redacted] and activated a new line of service associated with phone number ending in ***During this transaction, Ms [redacted] purchased an iPhone 6s Rose 16GB, iPhone 6s Gray 16GB and an iPad Mini Gold 16GB devices associated with phone number ending in ***, ***, and [redacted] via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current plan After further review of our records, Sprint confirmed that we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Gray 16GB devices associated with their respective Installment Billing Agreements undamaged and in good working condition to Sprint, in exchange for the waiver of the Installment Billing accelerated cancellation charges on January 24, Based on our review, Ms [redacted] ’s account received an adjustment in the amount of $toward the return of her iPhone 6s Rose 16GB device associated with phone number ending in [redacted] on March 6, In addition, she received an adjustment in the amount of $toward the return of her iPhone 6s Gray 16GB associated with phone number ending in [redacted] on April 3, Please be advised that Ms [redacted] ’s account reflected a previous unpaid balance in the amount of $prior to the cancellation charges being applied to her account for the returned iPhone devices We spoke with Ms [redacted] on April 27, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that we discovered a remaining second charge to her account in the amount of $associated with her iPhone 6s Rose 16GB device for phone number ending in [redacted] and in relation to the respective Installment Billing Agreement, which was adjusted on April 26, to satisfactorily resolve this matter Furthermore, we advised Ms [redacted] that after the total adjustments were applied to her account in relation to the return of her devices associated with phone numbers ending in [redacted] and ***; her account remained closed with a remaining valid balance due of $This balance represents unpaid monthly recurring charges as indicated on the January billing statementMs [redacted] expressed her understanding, yet she expressed her concerns with the time spent in pursuing account management following the cancellation of her services with SprintTo provide closure for this matter, we offered a one time courtesy adjustment of $to offset late fees as reflected on the March and April billing statementsHowever, Ms [redacted] did not confirm acceptance of our proposed offer and requested that we provide her with our offer in writingShould Ms [redacted] wish to accept our proposed offer we urge her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Mr [redacted] and Ms [redacted] taking time to provide details of their experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value their feedback and will utilize their input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

March 16, 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 inquiry of Ms [redacted] *** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to address a billing concern, stating that her account was not credited for the equipment charge that is reflected on her December invoice although she returned it to one of our retail stores within the policy return timeframeShe requested that we apply credit to her account to offset the disputed charges We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms***’s Sprint billingAfter reviewing our records, we confirmed that her equipment was returned on November 30, 2016, and credits totaling $were applied to her account to offset the disputed chargeHowever, when Ms [redacted] initially upgraded the device on her line ending in ***, the rate plan was systematically changed, resulting in separate charges for that line along with taxes and cancellation charges associated with the Installment Billing Agreement, which was canceled, with her consent, at the time of her equipment return During our conversation with Ms [redacted] today, we provided the referenced informationTo completely resolve her concerns, we applied additional credits to her account totaling $to offset the disputed chargesThose credits left an undisputed balance of $114.07, which is due on March 24, We are pleased to inform you that Ms [redacted] accepted our response and is satisfied with the actions taken on her accountIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Sunday through Thursday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G 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 meAlthough my account has been adjusted, it took a month and tireless efforts for them to finally do what I tried to explain to representatives the first chance I noticed it and was dismissedDuring that time of going back and forth, my phone was disconnected due to their carelessness and I had no choice but to switch services and terminate my contract with sprint unwillingly and am now faced with outrageous termination fees that I do not feel I am responsible for Regards, [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: I still have not been applied all the creditsSprint is working with me and contacting me letting me know it will be done, but I will not accept until all is resolved Regards, [redacted]

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , John A [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrJohn A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed Sprint’s $Premium Data acharge being assessed to one of his lines of service Mr [redacted] stated that the subscriber using the device in question does not utilize data services He requested that he receive a credit for the assessed charges and it be removed from his Sprint account or his service plan be lowered by the amount in question Sprint has reviewed Mr [redacted] ’s complaint regarding the $Premium Data acharge The charge assists Sprint in offering simple and affordable unlimited plans for its customers while maintaining a wireless network able to meet the growing appetite for a richer mobile experience Smartphones are capable of delivering a much richer data experience As a result, Smartphone users generally use considerably more data than users of traditional feature phones We appreciate Mr [redacted] taking the time to provide us with the details of his concerns Please be assured that we value his feedback and that his concern has been forwarded to the appropriate managerial staff for further reviewSprint notes that the required $Premium data ais clearly and conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process For customers who do not want to pay the monthly $Premium Data acharge or do not need a Smartphone, Sprint offers a full range of feature phones (including popular touch screen devices, eco-friendly devices, etc.) that also have access to data and provide a great wireless experience We contacted Mr [redacted] on September 21, 2017, to discuss the information outlined aboveAlthough we find no Sprint billing error, and deem the charge as valid and payable to Sprint, in our effort to reach an amicable resolution to this matter, we applied a credit of $to his Sprint account to offset the charge for months plus tax Mr [redacted] understands that no additional credits will be applied regarding the $Premium Data acharge We regret any inconvenience these matters may have caused Mr [redacted] If he has any questions regarding his reported concerns, he can contact me directly by calling our 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, Twana TExecutive Services Analyst

May 25, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] ***- [redacted] Sprint Account XXXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***-***, submitted on May 15, We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the cost of her monthly recurring charges associated with her Sprint account According to Ms***, her monthly invoice continues to increase each month Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’s complaint We spoke with Ms [redacted] on May 23, 2017, to discuss her account concerns in detailAt that time, we agreed to update Ms***’s price plan to the Unlimited Freedom plan with Unlimited Talk & Text and GB Mobile Hotspot for $per month In addition, to mutually resolve this matter, Sprint applied a $courtesy credit to Ms***’s account to honor the above-referenced plan at $for twenty four months, including an additional courtesy credit Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a billing issue Ms [redacted] stated she was billed for overage on her May and June invoice totaling $She advised her device had some technical issues which resulted in her being charged overages As a result, she contacted our customer service department and was advised she would receive a call back; however, a call was not received Ms [redacted] is requesting that we credit the overages and have her credit report updated Our record reflects that a $credit was applied to Ms [redacted] ’s account on July 8, 2017, for the disputed overage chargesWe also confirmed no negative reporting was sent to the credit bureaus During our July 10, 2017, conversation with Ms [redacted] , she thanked us for calling and confirmed that her issue has been resolved We appreciate Ms [redacted] for taking time to provide details of her experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Case [redacted] – [redacted] *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] stated that her previously accepted offer on March 30, 2017, did not cover the promotional offer she believed was quoted She stated that she traded in her Apple iPhone device when she upgraded her device and has not received the credit for turning in the device She requested that Sprint honor the traportion of the promotion or cancel her service without being assessed any fees Pursuant to our response submitted on April 13, 2017, we contacted Ms [redacted] on April 11, 2017, and she agreed that all promised promotional credits were applied as agreed for the travalue of her device We attempted to speak with Ms [redacted] to discuss her concern in detail; however, she has notified our offices that she is out of the country for a month and will contact us to further address her concerns at that time Upon our follreview into this matter, we were unable to identify a Sprint billing or promotion-related error However, we look forward to addressing any outstanding account concerns upon Ms***’s return We regret any inconvenience this matter may have caused Ms*** If she would like to provide additional information for our review, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Analyst

April 7, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Case # [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, This is in response to the letter received by our organization submitted on March 17, 2016, regarding [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attentionWe at Sprint see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with an equipment upgrade for the phone number ending in ***According to Ms***, the end user was allowed to perform the upgrade without her consentMs [redacted] has requested for this matter to be reviewed Sprint has reviewed Ms***’s complaint and notes that, on February 10, 2016, an equipment upgrade was performed for the phone number ending in [redacted] via Sprint’s Lease programFurther review of this matter indicates, on March 3, 2016, phone number ending in [redacted] was transferred to another Sprint account On April 6, 2016, we contacted Ms [redacted] to further discuss this matter, Ms [redacted] confirmed that this matter was resolved to her satisfaction and does not have further concernsWe apologized for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf I may be of further assistance, Ms [redacted] may reach me directly by calling ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, [redacted] William [redacted] Executive & Regulatory Services

January 12, 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 We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received, Ms [redacted] stated that someone had accessed her account online and ordered two new devices with two new lines of service without her consent She stated that she contacted Sprint immediately to advise what had occurred She stated a fraud case was opened and she was advised hat the fraudulent charges would be removed from her account in 5-business days and to date, the charges have not been removed She is requesting a resolution to this issue We spoke with Ms [redacted] on January 9, 2017, and she stated that the issue was previously resolved to her satisfaction We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our representatives 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 processes We 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 ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our retail care representatives while trying to resolve a damaged device issue Ms [redacted] said on April 19, 2017, her husband’s device had a small crack and he took it to one our retail stores for repairHe was told it would cost $He was contacted by retail representative ***, and was told that the device could not be repaired However, he states that [redacted] told him to come to the store and he will replace it Mr [redacted] went to the store and spoke with another representative, who told him he will have to pay $to get the device replacedMs [redacted] said she called the store to explain what [redacted] told them and she said the representative was very unprofessional Ms [redacted] is requesting the device be replaced as it was in good condition when it was dropped off Our record reflects that Ms [redacted] ’s device was replaced on April 24, 2017, at our retail store During our discussion with Ms [redacted] on April 28, 2017, the information outlined above was explained to herMs [redacted] confirmed the device has been replacedShe said her husband went back when [redacted] was around and he replaced the device at no costMs [redacted] thanked us for reaching out to her We appreciate Ms [redacted] for taking time to provide details of her experience with our retail care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue was resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] – Rebuttal [redacted] Inquiry 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 [redacted] concerns to our attention and regret that she has contacted your office once again In the information provided, Ms [redacted] stated that she did provide several bank statements and all of the credit card numbers that she had; however, she will accept the 75% equipment discount and requested that we deduct $that we advised that we located from a previous device purchase We are pleased to advise that Ms [redacted] contacted our office and accepted the 75% equipment discount offer As such, she purchased a Samsung Galaxy Sin the amount of $ She was to receive her device within to business days During a follconversation with Ms [redacted] on July 20, 2017, she confirmed receipt of the device and stated that she had no further questions regarding this matter, and that she considered this matter resolved On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If she has further questions regarding these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] We regret any inconvenience that she may have experienced as a result of this matter In her inquiry, Ms [redacted] indicates that she learned that a line of service was provisioned on her Sprint account in conjunction with an iPhone device purchase without her authorization She requests that the disputed line of service be cancelled and that account credits be applied to offset all charges assessed in this matter During our discussion with Ms [redacted] on March 28, 2017, we confirmed that the above-referenced line of service was confirmed by our Fraud department as being fraudulently established We also confirmed that our Fraud department cancelled the above-referenced line of service and that our Fraud department will also apply account credits to offset charges reflected on her account in regard to this matter within days Ms [redacted] indicated that her concern is resolved If Ms [redacted] needs further assistance regarding this matter, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced in this matter According to the information provided in the complaint, Ms [redacted] indicates that she is unable to access her account at www.sprint.com She requests that the two-step account security process via the text message communication method be removed She also expresses her dissatisfaction with the performance of a replacement phone she received She requests that her phone be replaced She also requests an account credit We attempted to discuss these concerns with Ms [redacted] on June 12, and 21, We also sent her a letter via the U.SMail asking her to contact us Unfortunately, we have been unable to reach Ms [redacted] via phone, email or the U.SMail However, to further address her concern, authentication of her account is required 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 Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can resolve her concern Our review of the account records indicates that the two step text message account security communication method required at www.sprint.com for her account was previously changed to an email communication method in accordance with her request Our review also indicates that we previously sent her a replacement phone in accordance with her request If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

March 16, [redacted] Revdex.com [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] states she is only receiving two of the three $Loyalty Lease promotional discounts she is expecting Upon speaking with Ms [redacted] we advised that in addition to the two $Loyalty Promotion Lease discounts she is receiving, she is receiving a $Loyalty Lease discountWe advised that at the time she upgraded her third line ending in [redacted] the Loyalty Promotion $instead of $Due to any possible misunderstanding concerning the loyalty offer we extended a one-time $credit, which Ms [redacted] accepted We regret any inconvenience that Ms [redacted] may have experienced as a result of this matterIf you have any questions or this matter remains unresolved, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Sunday, Monday, Wednesday and Friday from 8:a.mto 5:p.m., Central Time Sincerely, Amanda Q Executive Services Analyst

Tell us why here...April 10, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] - [redacted] Sprint Account#XXXXX [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] - [redacted] submitted, on March 24, We appreciate your assistance in bringing our customers' concerns to our attention According to the information received, Ms [redacted] - [redacted] expressed her dissatisfaction with an account balance of $reflected on her account, after a Change of Ownership was completedMs [redacted] - [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] - [redacted] ’s complaintAccording to our records, Ms [redacted] - [redacted] contacted Sprint on October 25, 2016, with regard to her account balanceAt that time, Sprint informed Ms [redacted] - [redacted] that her account was assessed data overages totaling $associated with phone number ending in [redacted] as reflected on her September billing statementOur records further indicate that Ms [redacted] - [redacted] reversed her October 25, 2016, payment of $with her financial institutionPlease note that we spoke with Ms [redacted] - [redacted] again on November 15, 2016, regarding this matter and advised her that the charges were deemed valid We spoke with Ms [redacted] - [redacted] on April 4, 2017, to relay the above information to herAlthough we sustain that the charges are valid, to provide closure for this matter, Sprint agreed to apply an adjustment of $to her account to offset the balance, as a courtesyPresently, Ms [redacted] - [redacted] ’s account reflects a zero balanceWe confirmed that she was satisfied with the resolution provided We regret any inconvenience that Ms [redacted] - [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms [redacted] - [redacted] can contact me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Service

February 8, 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 Mr [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention In his inquiry, Mr [redacted] states that he has been attempting to gain access to his account online in order to verify the charges on his bills and to make payments He further states that when he contacted our Customer Care department, his concerns were not resolved to his satisfaction He states that Sprint wants to send a text code to his phone; however, he states he does not have text messaging services Mr [redacted] states he seeks assistance with the matter and requests access to his online Sprint account We contacted Mr [redacted] regarding his online account access and text messaging concerns We offered to investigate these matters and follwith him Upon completion of our investigation, we determined that the devices on Mr [redacted] ’ account are text capable and have the ability to send and receive text messagesMr [redacted] selected service plan does not include text messages and blocked for two-way Short Message Service (SMS); however, it does not block free text messages from Sprint like the one-time security passcode that we send to prevent fraud when he signs into his accountWe advised Mr [redacted] via email when he signs into his online account to select his phone number, and that he will receive a five digit passcodeAfter entering the passcode, he will have access to his account The passcode expires after minutes There are many factors that can drive this identity validation, but the leading driver is logging on from a different device This may also occur when logging out on sprint.com, remaining idle for more than minutes, or accessing pages requiring additional security, such as Permissions or Profile and Security Only SMS is available at this time when asked to verify when checking out Additionally, as a goodwill gesture, we applied a credit for $to offset the late fees assess towards the January billing statement Although we were unable to identify a Sprint error, as an additional gesture of goodwill and as a demonstration of our appreciation of Mr [redacted] ’ long tenure with Sprint, we applied a one-time account credit of $to offset a portion of his monthly service charges We appreciate Mr [redacted] for taking time to provide details of his customer experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter has caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx*** 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 Based on the information provided in the inquiry, Ms [redacted] states that her Pre-Owned iPhone 6S Plus is not functioning correctly, and she has been unable to receive assistance with addressing the issue 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 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 purchase Pre-Owned devicesA Pre-Owned device from Sprint is a gently used, non-certified phone that has undergone functional testing and inspection to ensure it is in good working conditionPre-Owned devices are covered under Sprint’s Customer Satisfaction Guarantee 14-day return policyHowever, TEP and AppleCare+ are not available for purchase on a Pre-Owned deviceThese devices come standard with a day Limited Replacement Warranty only After review of Ms [redacted] ’ concern, we have verified that she is still inside the 90-day warranty period at this timeHowever, as a resolution to her issue, we have agreed to cancel the existing Installment Billing agreement for her Pre-Owned iPhone 6S Plus device and allow her to keep it with no further payment requiredShe verified satisfaction with this resolution We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me by calling 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

[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 does not address my concerns when I asked to speak to a supervisor in regards to the issue she was very rude and told me she was just calling to apologize not to address the issue they gave me the correct information after I was given the wrong information and believe this fixes the situation when it does not Regards, [redacted]