Sprint Corporation

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , submitted on September 7, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Ms [redacted] , she states that she has had an unfavorable experience while attempting to address her bill and chargesShe states that her bill should be about $per month; however, it is much higher and she is calling in every month to dispute the chargesShe further states that her service plan was changed, and she was assured that her bill would be corrected moving forward; however, her online account reflects incorrect chargesAs a result, Ms [redacted] is requesting that the billing issue be addressed and corrected moving forward, or she be released from her agreement We spoke with Ms [redacted] on September 27, 2017, regarding her concernsAfter account review, we confirmed that line ending in [redacted] is on a 2-year agreementAs a result, a $subsidized phone charge is being to the account in addition to the $Monthly Recurring Charge (MRC) for the $Unlimited PlanDue to any possible miscommunication that may have occurred, the $subsidized phone charge was removed from the account effective September 7, Furthermore, we confirmed that it did not reflect on her September billing statementMs [redacted] expressed satisfaction with the actions taken We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, [redacted] * [redacted] *Executive Services Analyst

The company still has not made this right and has been told that I am available via email seldomly threw the day however my work prevents me getting calls during the day while I'm at work Complaint: [redacted] I am rejecting this response because: 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] No one from Sprint has addressed why my bill increased when I was told that it would decreaseFurthermore, no one has addressed why I was told that, when it is not true, and could be considered fraudThere has been no reference to the notes that were supposed to be made to my account indicating that there would be a decrease in my monthly payment by switching plans and adding a line of serviceI left a voicemail for the representative asking for this specific information to be sent via e- mail, or to contact me via phone I am rejecting this response because: Regards, [redacted] ***

May 10, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on May 3, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Ms [redacted] expressed her dissatisfaction with Sprint’s inability to replace her device due to physical damageMs [redacted] requested that Sprint review this matter and provide her with a replacement device without further cost to her Sprint has reviewed Ms [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP 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 warranty According to our records, Ms [redacted] ’s subscribes to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms [redacted] ’s device is covered under the Equipment Service and 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 visitsMs [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 may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We spoke with Ms [redacted] on May 5, 2017, and relayed the aforementioned informationRegrettably, Ms [redacted] declined our offer to apply a $credit to her account to offset a portion of the deductible if she elects to file a claim with our program administrator, Asurion to replace the device associated with phone line ending in ***During the conversation, Ms [redacted] declined to further discuss this matter with SprintShould Ms [redacted] require further assistance with this matter or wishes 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 regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time Sincerely, /s/ Hakima W Hakima W Executive & Regulatory Services

January 24, 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] expressed his dissatisfaction with the length of time taken for us to remove billing from his Sprint account for equipment that he returned to us during a recent device upgrade interaction Mr [redacted] requested that we remove the monthly charges for the returned equipment from his account We regret any possible misunderstanding that may have occurred regarding Mr***’s equipment billing Our records reflect that Mr [redacted] completed his noted device upgrade on August 22, 2016, and that his returned equipment was received in our warehouse on or near October 3, However, an apparent inadvertent keying error by our warehouse team led to a delay in properly processing that device return to provide the appropriate account credits During our conversations with Mr [redacted] on January and 20, 2017, we explained the information noted above We also advised that the lease associated with his returned equipment was canceled and that his account was updated to prevent further charges for that device In addition, we assured him that we applied credits totaling $to his account to offset charges for that device assessed since October Mr [redacted] indicated his satisfaction with our actions and response We regret any inconvenience this matter may have caused Mr*** If we can be of additional assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst Tell us why here

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of [redacted] submitted on April 26, We appreciate your assistance in bringing our customer’s concern to our attention According to Ms***’s follfiling, she expressed her dissatisfaction with our previous resolution provided and believes that we should increase the amount of our proposed offerIn Ms***’s initial filing, she expressed her dissatisfaction with her inability to receive promotional service credits as part of Samsung’s Buy-One-Get-One (BOGO) promotional offer for her iPhone Plus device associated with phone number ending in ***Ms [redacted] stated that she was informed by a local third-party retail store location that she can participate in Samsung’s Buy-One-Get-One (BOGO) promotional offer with a purchase of an iPhone Plus and Samsung Galaxy SdevicesMs [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect that Ms [redacted] purchased an iPhone Plus Silver 16GB device associated with phone number ending in [redacted] via Sprint’s Monthly Installment Billing program on June 30, 2016, via our website, www.sprint.comAdditionally, our records indicate that Ms [redacted] established phone lines ending in ***, [redacted] and [redacted] on August 11, 2016, at a third-party retail store locationAt that time, she purchased two Samsung Galaxy SEdge devices and a Samsung Galaxy Sdevice via Sprint’s Leasing and Monthly Installment Billing programs Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copy of her electronic service agreement as well as respective Lease and 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***’s plan or other monthly charges on Sprint’s part during the purchase of the selected devices We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offersPlease note that Samsung’s Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional offer was effective on August 5, through August 18, 2016, and extended from August 29, through September 22, Qualifying customers who participated in Sprint’s Samsung Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional must purchase two Samsung Galaxy Sor SEdge devices via a Lease or Installment Billing AgreementHowever, if a customer is upgrading one line of service, a new line is required for the second device to qualify for the promotional service creditRegrettably, Ms [redacted] is ineligible to participate in the BOGO promotion with an iPhone Plus Silver 16GB device associated with phone number ending in ***Please be advised that the aforementioned device does not meet the qualifying criteria of the promotion as it is an Apple manufactured device and is not combinable with Samsung’s Buy-One-Get-One (BOGO) promotional offerHowever, Ms [redacted] is receiving a monthly BOGO service credit for the Samsung Galaxy Sdevice associated with phone line ending in [redacted] as reflected on her monthly billing statements We spoke with Mr [redacted] on April 13, 2017, to discuss Ms***’s concerns in detail and relayed the aforementioned information to himAlthough we sustain no credits are due and we are unable to identify any miscommunication on Sprint’s part, in an effort to provide an amicable resolution and closure for this matter, we offered a one time courtesy adjustment of $to Ms***’s account to offset the current balance reflected on the accountAt that time, Mr [redacted] did not confirm acceptance of our proposed offer and agreed to follwith the undersigned within days to confirm his acceptance of our offer Upon receipt of Ms***’s follfiling, we attempted to contact her via phone and e-mail on April 26, and May 1, 2017, and mailed a letter to the address on file on May 1, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms [redacted] via phone and email on May 2, 2017, without successPlease be advised after further review of this matter, we are confident that the offer we provided Ms [redacted] is sufficientShould Ms [redacted] reconsider our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Ms***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

August 9, Revdex.com Ward Parkway, Suite Kansas 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 complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s inquiry, she was offered a free iPad mini while upgrading an existing device on her account However, she recently learned that she is incurring approximately $each month for the iPad mini device and service, which she is disputing We regret the any misunderstanding that may have occurred at the original point of sale regarding the iPad mini purchase and service plan Our records indicate that a service plan change was implemented during this transaction and the savings from the plan change resulted in no additional out of pocket cost for the iPad mini Based on the misunderstanding of the billing of the device and service, we have adjusted all charges associated with the activation and subsequent cancellation of the iPad mini We also confirmed that the iPad mini device was returned to Sprint Further, we spoke with [redacted] and apologized for the level of customer service she received while attempting to resolve this matter 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 Should Ms [redacted] need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Sprint Executive Analyst

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 [redacted] submitted on May 24, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that his identity was stolen and an unknown third-party attempted to activate Sprint account without his consentMr [redacted] requested that Sprint review this matter and asked that appropriate action be taken Sprint has investigated Mr***’s complaint We spoke with Mr [redacted] on May 31, 2017, to gather additional information regarding his concern At that time, Mr [redacted] confirmed that this matter was previously addressed and resolved Mr [redacted] stated that he received a letter from Sprint informing him that fraudulent activity was confirmed In addition, we submitted a request to have the credit inquiry removed from Mr***’s credit report We ask that Mr [redacted] allow up to days for completion of this process Mr [redacted] expressed his satisfaction with the resolution to his concern Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need and disclosing customer information unless authorized by the customer or otherwise permitted by law For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr [redacted] may visit our website at sprint.com/legal/privacy.html We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MrTerry B*** We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, MrB [redacted] has requested clarification regarding Sprint’s unlocking policies regarding one of his devices activated on Sprint's network MrB [redacted] stated that he requested to unlock his device previously; however, his device remains locked MrB [redacted] has indicated that he would like the device unlocked for use on another domestic carrier’s network.Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing p***ase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that MrB***’s Apple iPhone associated with phone number ending is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on September 18, If we may be of further assistance with this matter, MrB [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Lori KExecutive & Regulatory Services Analyst

April 18, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] *** Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to create a payment arrangementMs [redacted] states that she was advised we could only configure a seven-day payment arrangement, and that she had to wait minutes to speak with a supervisor about this policy She was upset that her service was suspended because we were not able to offer a longer arrangement We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.As stated in our Terms and Conditions of Services, payments are due upon receipt However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored.We regret any inconvenience that Ms [redacted] encountered during her phone callsThe information provided regarding her eligibility for payment arrangements was correct, but as a one-time courtesy we provided Ms [redacted] with an exception that allowed her to restore servicesShe confirmed that she no longer wants to cancel her Sprint account and agreed that no additional credits are needed.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely,Dianah A.Executive Services AnalystTell us why here

March 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on March 17, 2016, regarding her account concernWe are confident her issue has been addressed and resolved In the inquiry, Ms [redacted] indicated she is a new customer and signed up with five line of service with a promotional offer and was told that her cost would be $per monthTwo of the devices she wanted were not in stock, but were ordered and she picked them up at a later timeOne of her other devices was defective, and she went back to the store for a replacementAs a result, she is requesting that these matters be reviewed We reviewed Ms [redacted] account and partnered with the store manager regarding the monthly cost of serviceThe manager has taken ownership of the issue and we confirmed the plan is set up correctMs [redacted] was overcharged for her plan on the January, February and March invoicesThe appropriate credits were applied to her account to offset the billing error We also confirmed that Ms [redacted] has working devices at this timeShe was not charged for restocking feesIn addition, the five activation fees she was assessed were previously creditedWe will follow up and review Ms [redacted] ’ April invoice to confirm the charges are correct We appreciate Ms [redacted] for taking time to provide details of her experience with customer service and the storeWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H 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 Twana was amazingly understanding and Sprint finally did the right thing in helping me afford a better replacement Regards, [redacted]

November 1, 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 [redacted] submitted on October 13, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the Early Termination Fee (ETF) assessed to his wireless account after he returned four tablet devices to a Third-Party retail store location According to Mr [redacted] , he was dissatisfied with the tablet devices, and returned them back to the store within the 30-days guarantee However, after reviewing his account, he was assessed an ETF associated with the four tablets Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly 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 appreciate Mr/MSCustomer’s taking time to provide details regarding his experiences with our third-party retail representatives Please be assured that we value customer feedback and that his/her concerns have been forwarded to the appropriate [redacted] ial staff for additional review Sprint has reviewed Mr [redacted] ’ complaintAccording to our records, on May 9, 2016, Mr [redacted] visited one of our Third-Party retailers to activate phone lines ending in ***, ***, [redacted] and ***, and purchased four Alcatel Pixie tablet devices on a discounted price in exchange for a 2-year service agreementFor details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditions Accordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms If you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees Our records further shows, on June 2, 2016, Mr [redacted] ported his lines to another service provider and returned the four Alcatel devices back to the Third-Party retailer Please note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a 30-Day Satisfaction Guarantee on returns Customers can try Sprint service without being liable for service and device charges The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned Further, there are no restocking fees Please note that we partnered with the Third-Party Retail store management team to further investigate Mr [redacted] ’ concerns Upon the completion of the investigation, the Third-Party Retail Store management team confirmed the return of the four tablets to their store within the 30-day guaranteeTherefore, Sprint has applied an adjustment to Mr [redacted] ’ account for $to offset the Early Termination Fee charges as reflected on the June and September invoice We spoke with Mr [redacted] on October 31, 2016, and relayed the aforementioned resolution to himMr [redacted] has expressed his satisfaction with Sprint’s effort to resolve his account concerns We regret any inconvenience this issue may have caused Mr [redacted] If I can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

October 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Sandra Marie J [redacted] Sprint Account XXXXX*** Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MsSandra Marie J [redacted] We appreciate the opportunity to address her concerns Based on the information provided in her inquiry, MsJ [redacted] advised that she agreed to an Installment Billing Agreement (IBA) for a phone months ago; however, she believes the IBA was changed to a Lease Agreement without her knowledge MsJ [redacted] further advised that when she attempted to return the phone at a retail store, an employee damaged the device Therefore, she is disputing the $Device Purchase Price (DPP) for this phone Our records reflect that on September 15, 2017, MsJ [redacted] attempted to turn in her iPhone 6s at the end of her 18-month Lease Agreement at a retail store, and upgrade her device However, because the device’s screen was damaged on her leased phone, and she was advised by the store employee that she would be assessed a fee for the damage if the screen was not repaired, she elected to cancel the Lease Agreement, PR-L-22125166, and pay the DPP of $because it was less expensive than paying the repair fee for the screen The information regarding the DPP and the damaged device fee is reflected on the signed Lease Agreement dated February 21, It specifically outlines that Sprint owns the device during the lease term, and once fulfilled, she would have the option to purchase the device for $175, plus applicable taxes The Lease Agreement also clearly states that the user is responsible for ensuring that the device remains in good working order throughout the life of the lease Our records further reflect that one of our representatives offered MsJ [redacted] a $credit on September 25, 2017, as a gesture of goodwill, to offset a portion of the DPP, leaving a $balance, which she accepted During our conversation with MsJ [redacted] on October 16, 2017, she stated that she remains dissatisfied with the credits received As a result, although we did not identify a Sprint error, we offered an additional $account credit to offset one-half of the DPP, as an additional gesture of goodwill, and to bring closure to this matter MsJ [redacted] accepted this offer; however, she then stated that she is still disputing the remaining $DPP, and stated that she would like to provide our office with a copy of the IBA, rather than the Lease Agreement we have on file for this phone, which she believes provides justification for full waiver of the DPP We agreed to review any additional documentation that she may have, but to date, our office has not received a copy of the IBA As previously stated, we have a signed Lease Agreement on file for this phone We advised MsJ [redacted] that if the screen is repaired and the phone can be returned to Sprint in good working condition, with no physical damage, we will credit the remaining DPP of $ If a valid copy of an IBA is not provided by MsJ [redacted] or if the device is not fully repaired, we respectfully decline any additional goodwill credit consideration for this matter Our noted offers are available to MsJ [redacted] until November 10, We regret any inconvenience that this matter may have caused MsJ [redacted] and appreciate her business If she needs further assistance, or would like to accept either of our noted offers, she can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

July 7, Revdex.com of Greater Kansas City 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 dissatisfaction that her phone service was turned off instead of the service on her tablet, which led to her terminating her service She stated that she requested to pay the $account balance in order to unlock her device; however, the account balance increased to $ Ms [redacted] requested that her device be unlocked and thereafter; send her a final bill We regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services, as well as any possible difficulty she may have experienced during her attempts to unlock her device Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June 26, 28, and 30, 2017, were unsuccessful We also sent a letter to her at her address of record on July 5, 2017, acknowledging our receipt of her inquiry and advising of our need to speak with her directly in order to validate her account security information and obtain additional details that will aid in our assisting her To date, she has not yet responded to us Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options;the account associated with the device is in good standing;the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; andthe device has been active on the Sprint network, currently or in the past, for a minimum of days Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that 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 In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist Ms [redacted] with the concerns raised in her complaint We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We appreciate Ms [redacted] ’s taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these mattersWe believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so As such, if Ms [redacted] ’s issues remain unresolved, she 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, Beatrice R Executive Services Analyst

April 26, 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 assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] disputed her monthly Sprint charges, advising that they are higher than she agreed to when she activated services with us at one of our retail locationsShe also expressed her dissatisfaction with the costs associated with cancelling unwanted and unneeded lines of service sold to her during that transaction and described unfavorable customer experiences during her attempts to address those concernsMs [redacted] requested that we allow her to terminate those lines of service and return the corresponding devices without additional charges We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint services and billingUnfortunately, our attempts to contact her via telephone and e-mail on April 13, 20, and 21, 2017, to discuss her reported issues were unsuccessfulAlthough we were unable to speak with her directly, Ms [redacted] contacted us via return e-mail on April 20, 2017, and requested that we respond to her reported concerns only in writing We respect Ms [redacted] ’s requestHowever, due to the nature of her reported concerns and our inability to identify any error on the part of Sprint related to her account setup or billing, we will need to speak with her directly in order to obtain her account security information and additional details that will aid in our investigation Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the accountAs such, we must first speak with Ms [redacted] and have her provide the aforementioned security information before we can discuss the account or assist with the concerns raised in her inquiry We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We believe that we can fully address Ms [redacted] ’s reported concerns, and we look forward to having the opportunity to do soMs [redacted] can contact me directly 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, Tiffany G Executive Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] C [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] C [redacted] submitted on December 9, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she cancelled her Sprint account on April 11, 2016, and remitted a payment towards the final billing statement However, Ms [redacted] was informed that her account was forwarded to an outside collections agency due to the outstanding account balance Therefore, Ms [redacted] ’ requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaint According to our records, on April 11, 2016, Ms [redacted] ported-out phone number ending in [redacted] to another wireless service providerAs a result, her account was systematically cancelled on the same day and a final bill was generated in the amount of $63.48, which is reflected on the May invoice Our records further show, that Ms [redacted] remitted a payment of $to her account; however, the payment was applied towards the April past due balanceAs a result the account remained closed with an outstanding balance of $ This balance represents monthly services charges associated with phone line ending in ***, late fee and applicable taxes as reflected on the August invoice Based on our account review, we were unable to identify any billing errorsAs such, we consider the balance to be valid Subsequently, on August 12, 2016, her account was forwarded to an outside collections agency, due to non-payment of the outstanding account balance We spoke with Ms [redacted] on December 19, 2016, and relayed the aforementioned information to her Although we were unable to identify any errors on the Sprint’s part, we agreed to apply an adjustment of $to her account, leaving her account closed with a zero balance Also, we requested that the outside collections agency to cease collection activity and remove all negative reporting from the credit bureaus We ask that Ms [redacted] allows up to days for the completion of this processMs [redacted] expressed her satisfaction with the resolution provided We appreciate Ms [redacted] taking the time to provide us with the details of her concerns and experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and will utilize his 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 reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extExt***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

September 8, Revdex.com [redacted] ** [redacted] Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] Sprint received this inquiry on August 23, We appreciate your assistance in bringing our customer’s concerns to our attention In his inquiry, Mr [redacted] states that he purchased the HTC One Mdevice in December for $He further states seven months later the device started to overheat at touch He decided to visit the Sprint store and was advised that no issues were found with the battery or deviceHowever, Mr [redacted] states that he continued to experience the same issues so he contacted our Customer Care department, but his concerns were not resolved to his satisfaction He then returned to the store and was provided a replacement device on August 15, 2016; however, three days after receiving the replacement device, he states the same issues occurredAs a result, Mr [redacted] is requesting that he be provided with a new replacement device or be refunded for the cost of his device During our discussion with Mr [redacted] on August 29, 2016, he stated that he went back to the Sprint store on August 27, 2016, and was offered the HTC One Ato address his device concerns We followwith Mr [redacted] on September 7, 2016, and he confirmed that his new replacement device is working properly and is no longer experiencing any issues Additionally, as a gesture of goodwill, we applied a $account credit As a result, we believe this matter has been fully addressed and resolved We appreciate Mr [redacted] for taking the time to provide us with the details of his experience regarding his device concerns We are continually striving to improve the quality of service provided to our customers Please be assured that his feedback was shared with the appropriate managerial staff We regret any inconvenience that this matter may have caused Mr [redacted] and very much appreciate his patronage If our office can be of further assistance, he may contact us 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

July 5, 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 of [redacted] submitted on June 4, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her account concernsSpecifically, stating that she was unable to cancel a line of service on her account at the time she requested, resulting in her account being assessed additional monthly recurring charge Therefore, Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly Sprint has reviewed Ms***’ complaintOur records indicate that Ms [redacted] contacted our Customer Care group on June 1, 2017, and requested the cancellation of phone line ending in ***Sprint advertises and provides services in monthly increments If services are terminated before the end of her billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in her service plan When Ms [redacted] contacted our Customer Care group on June 1, 2017, to cancel her service, her account was scheduled to expire on the last day of her billing cycle date of June 22, Although she elected not to utilize the service following her cancellation request, the service was available to her, and the full monthly recurring charge is validWe regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Services via our website, www.sprint.com/termsandconditions We spoke with Ms [redacted] on June 27, 2017, and relayed the aforementioned information to her In an effort to ensure a satisfactory resolution, Sprint agreed to apply a one-time adjustment of $to offset a portion of the monthly recurring charges We further informed Ms***, that phone line ending [redacted] was terminated on June 22, Ms [redacted] expressed her satisfaction in Sprint’s effort to resolve her concern We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care group and Sprint Retail Store location We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and that her concerns have been forwarded to the appropriate managerial staff for review 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., Eastern Time Sincerely, Romualdo F 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:they did nothing to try and solve the issueTerrible customer service Regards, Tevin G***