Sprint Corporation

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Jeffrey [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Jeffrey [redacted] submitted on August 31, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he encountered an unfavorable customer service experience while attempting to address for his account concernsMr [redacted] has indicated that he remitted a payment of $towards his account balance, which restored his service Therefore, he agreed to remit a payment toward his remaining account balance at a later date However, his services were interrupted Mr [redacted] requested that Sprint review this matter and assist him with establishing a payment arrangement Sprint has reviewed Mr***’ complaintPlease be advised that we realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance department can assist with payment arrangements, if available However, not all payment arrangement requests can be honored According to our records, on August 21, 2017, Mr [redacted] scheduled a credit card payment arrangement of $via Sprint’s Handset Mobile application, which was scheduled for processing on August 31, However, on August 23, 2017, the noted payment arrangement was cancelled and therefore, his service was suspended for nonpayment As a result, he remitted a credit card payment totaling $via Sprint’s Handset Mobile application which promptly restored his service, leaving a remaining balance dueTherefore, Sprint sent Mr [redacted] text messaging notifications to phone line ending in [redacted] on August and of 2017, alerting him to remit a payment to his account to avoid service interruption Our records further indicate on August 30, 2017, his service was interrupted due not satisfying the past due account balanceTherefore, on August 30, 2017, he scheduled a payment arrangement for processing on September 16, and his service was restored on September 1, Subsequently, he cancelled the scheduled payment arrangement on September 1, We confirmed between September and of 2017, he remitted less than the required payment amount on his account; however, his account still remains active In an effort to ensure that Mr***’ account concern was satisfactorily resolved, we attempted to contact him via phone and email on September 1, and of 2017, and we mailed a letter to the address on file on September 8, 2017, advising him our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a response from Mr*** Therefore, we continued with our contact efforts to Mr [redacted] on September and of 2017, without successWe look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his accountMr [redacted] should have his PIN and security information available when he contacts the undersigned We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] feedback and his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

September 25, 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 complaint of [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] states he paid an extra $on top of his phone bill, and Sprint is withholding it to cover his debts in which he had no knowledge of Mr [redacted] is requested Sprint to deduct the extra $from his next bill and take away the invalid charge of $from his account We have reviewed Mr***’ account including invoices and payments from March through September Our records do not include an overpayment of $ Therefore, we find that no billing or payment error occurred and we respectfully decline Mr***’ request to deduct $from his next invoice We spoke with Mr [redacted] on September 25, 2017, and explained the information above Mr [redacted] called the store and confirmed he did not make a payment because the store was not able to take cash payments He agrees that the invoice amount is correct and withdrew his request for a refund or adjustment as no error on Sprint’s part occurred We regret any frustration this matter may have caused If we can be of further assistance with this matter, Mr [redacted] 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, Jaime RExecutive Services Analyst

June 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 above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that we changed his month lease agreement to a month contract without his knowledge As a result of this, a member of our management team offered him the option to upgrade to a Samsung Galaxy SEdge plus device at new customer pricing and waving all fees, including the down-payment He also described unfavorable customer experiences during his attempts to address this matter and requested that we honor the promotion and order the device We regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint device upgrade and any delay in addressing that concern Our account records reflect that Mr [redacted] purchased and activated a Samsung Galaxy SEdge Plus device on March 10, 2016, with a two-year discounted price Our records further indicate that the two-year agreement was prematurely expired on May 29, 2017, when we extended to Mr [redacted] the opportunity to upgrade to the Samsung Galaxy Sor S8+ via lease agreement and save $off the cost of the device This is a one-time credit that will be applied towards the account within 1-bill cycles In addition, we waived the shipping and activation fee associated with the device purchase We spoke with Mr [redacted] on June 7, 2017, at that time he had already completed the upgrade process During our conversation, Mr [redacted] expressed concerns regarding the monthly lease charge, stating that he was quoted a lease amount of $17.44; regrettably, we are unable to confirm this information However, we verified that Mr [redacted] ’s signed lease agreement, dated June 5, 2017, reflects a monthly charge of $ This is the $monthly lease amount and the applicable taxes and surcharges We appreciate Mr [redacted] ’s taking time to provide details of his customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance related to 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 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

May 5, 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 According to the information received, Mr [redacted] stated that when he opened his account, he was advised that he qualified for five lines with no deposit He stated that we advertised a lower monthly rate than his previous carrier, so he made the decision to switch to Sprint He stated that he was paying $a month with his previous carrier and when he received his first bill from Sprint, it was $He stated that his following bill was $and he received conflicting information as to what the additional $entailed Additionally, he stated that he was advised he would receive a call back from us and to date, this has not occurred As a result, he is requesting a resolution to these issues In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on April 25, May 2, and 4, 2017, advising him we received his inquiry and our need to speak with him directly In addition, a letter was sent to his billing address on May 4, Unfortunately, we have been unable to speak with him directly Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience at number referenced below We regret any inconvenience this matter may have caused If Mr [redacted] ’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

April 18, 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 [redacted] care of [redacted] , submitted on March 24, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive the Buy-One-Get One (BOGO) promotional service credits that were offered to her upon establishing services with SprintMs [redacted] requested that Sprint review this matter, honor the above promotional offer and adjust her account accordingly Sprint reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] established services with Sprint on December 26, 2016, at a local Sprint Retail Store location At that time, she portsix lines of services with intent to participate in Samsung’s Buy-One-Get-One (BOGO) promotion Therefore, she purchased six Samsung Galaxy SEdge devices via Sprint’s Monthly Installment Billing program We regret any miscommunication that Ms [redacted] may have received regarding Samsung’s Galaxy SBuy-One-Get-One (BOGO) promotional offerQualifying customers who participated in Samsung Galaxy SBuy-One-Get-One (BOGO) promotion 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 credit Regrettably, due to an inadvertent error the BOGO promotional credit was not applied on the three lines of services associated with phone lines ending in ***, ***, and *** Our records further indicate that on April 14, 2017, our Retail Stores Management team cancelled the three Monthly Installment Billing Agreements associated with phone lines ending in ***, ***, and [redacted] with the waiver of the associated chargesIn addition, an adjustment of $was applied to Ms [redacted] ’s account to offset the promotional BOGO credit for the above lines of servicesPlease be advised that the above credit will appear on the April 29, billing statement We spoke with Ms [redacted] on April 17, 2017, and relayed the aforementioned information and resolution to herMs [redacted] expressed her satisfaction with the resolution provided to her We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate the opportunity to address her concerns Based on the information provided, Ms [redacted] states that she canceled her service and received an email that stated that her final invoice was available on our website She further advises that she was unable to access her online account and has contacted customer service to request a copy of her final invoice, but she has not received it Therefore, she is requesting a copy of her final invoice She is also requesting to sa payment arrangement for her outstanding balance To address this matter, we mailed Ms [redacted] copies of the last two invoices for her account We talked to her on May 16, 2017, and confirmed that she received them We advised Ms [redacted] that we placed a hold on collection’s activity for two weeks to allow her time to remit payment for the charges Unfortunately, we cannot sa payment arrangement for a closed account We regret any inconvenience that this matter may have caused Ms*** If she needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] - [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customer's concerns to our attention Based on the inquiry and our discussion with Mr [redacted] , he stated that he was instructed to go online to register for the buyout reimbursement; however, he was unsuccessful in completing the registration He states that when he visited the Sprint store, he was informed that the matter was escalated and would receive a call regarding the matter Mr [redacted] states that he did not receive the noted call As a result, he requests that he that his old devices (iPhone and iPhone Plus) be returned During our discussion, we confirmed that the Visa Prepaid cards were processed for the Buyout promotion; however, Mr [redacted] no longer wishes to continue service and inquired about receiving his old devicesIn an effort to address this matter, we offered to provide him with “like devices” and explained per our Terms and Conditions; we are unable to return the original devices that were submitted to the Buyback Program for any reason, even if service is cancelled within the timeframes contained in the Sprint return policiesOn April 7, 2017, Mr [redacted] cancelled his service and picked up two “like devices” at the Sprint store and was satisfied Additionally, Mr [redacted] confirmed he received the Visa Prepaid cards and agreed to dispose them We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance, 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, Alethea BExecutive 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.] Please send the default letter I truly appreciate your help! Please accept my gratitude for all of your help Thank you for being here for everyone Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

May 5, 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 April 26, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with receiving billing statements for a Sprint account According to Ms [redacted] , she has never established services with Sprint Therefore, Ms [redacted] requested that Sprint review this matter, cease sending her billing statements by removing her mailing address from the account Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] on May 2, As Ms [redacted] has indicated that she may be a victim of identity theft, we have advised her that we are mailing a Fraud Packet to her at her Miami, Florida address to complete and return to our Fraud Management group Once we receive the completed packet and have investigated this matter, we will notify Ms [redacted] of our findings If we determine that fraud has occurred, we will apply any credits that are necessary and will contact the collections agency, if applicable We regret any inconvenience this matter may have caused Ms [redacted] 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 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

May 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] states that he chatted with one of our Customer Care representatives prior to switching to Sprint to ensure that he would receive his 25% employer discount off the total monthly service chargesMr [redacted] states that he verified this information more than once with our Chat representative, and he confirmed with a sales representative at one of our retail stores also As a result of being informed that he will receive his employer discount, Mr [redacted] states that he switched his service to Sprint and followed the steps to acquire the employer discount He subsequently received a reply email to his submission for the discount that stated that he would not receive his employer discount due to the service plan being an already heavily discounted plan Mr [redacted] is dissatisfied with this information because he stated that he switched to Sprint based on the information he was provided by our representatives, which was that his employer discount would be applicableConsequently, Mr [redacted] is requesting assistance with this matterWe regret any misunderstanding that may have occurredBased on a review of our records, Mr [redacted] ’ two lines of service reflect the 50% Off Competitor service plan, which is an already deeply discounted plan; therefore, no additional discounts are allowed During our discussion with Mr [redacted] today, he stated that the issue has been resolved as a result of his communication with one of our Customer Advocacy Team members on April 29, Our records reflect that credits totaling $were applied to Mr [redacted] ’ account on the above-referenced date for the porting incentive offer, and his service plan is set to change to the Data Share plan with Unlimited Talk/Text effective May 23, 2016, which will allow the employer discountWe appreciate Mr [redacted] ’ taking the time to provide use with the details of his experience with our Customer Care and retail store representatives We are continually striving to improve the quality of service provided to our customer’s Please be assured that we value customer feedback and will utilize this information in our feedback and training processes We regret any inconvenience that this matter may have causedShould there be any additional questions or concerns, I can be reached 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 TimeSincerely, Bridgette F.Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Anthony [redacted]

April 14, 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 rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the original information received, Mr [redacted] states that when he activated his Sprint service in March 2017, he was informed that his first bill was not due until April 15, He further states that he received a bill two days after starting service and it reflected that payment was due in two weeksBecause of Mr [redacted] ’ dissatisfaction, he states he called in to our Customer Care department and requested to cancel his serviceHe states that he was informed to return to the store where he purchased his devices to complete his service termination Mr [redacted] states that he returned to the store and encountered issues with returning his devices and receiving a refund for what he paid As a result, Mr [redacted] is requesting that Sprint send him his refund as soon as possible We attempted to reach Mr [redacted] via phone and email on April 3, 6, and 10, 2017, to speak with him regarding his account concerns Unfortunately, we have not received a response 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 Therefore, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can fully resolve his concerns In an effort to address this matter, we have reviewed our records According to our records, a refund check has been sent to Mr [redacted] and all remaining charges on his account have been credited We regret any inconvenience this matter may have caused If I can be of further assistance, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate 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:While the Sprint Executive & Regulatory Services Department has offered a $credit for my "troubles", this does not come close to rectifying almost days of services not rendered and distress it has caused me I spent over of my personal hours trying to remedy this wading through every echelon of customer service and technical support and at every impasse I was paid cursory lip service only to later find out that nothing technically applicable was being done to address my issue This trend continued when interacting with Sprint Executive & Regulatory Services The representative whom I was appointed, Minnie S., only proposed solutions which were previously demonstrated to not have worked and repeatedly told me she thought it was a "phone issue" even though I told her my phone had been replaced and my loaner, an iPhone continued to demonstrate the same problems At this point, as I had no confidence left, I requested to be handed off to a supervisorSuddenly I was finally granted an audience with technical support [redacted] from Technical Support was able to identify the issue with an upstream carrier and was able to rectify it within days She also helped me with my audio quality which was linked to WiFi calling I was dependent on WiFi calling because the same time my messaging went down, I also could not connect to LTE or 4G and needed it to make all calls Once a network reset was performed, she helped deactivate my number from WiFi calling and the quality improved greatly She was truly greatThe issue with my account was glaringly obvious to any technical staff member, however, systemic incompetence has cost me almost days of phone service My confidence in the Sprint Network and the employees behind it is gone I was deceived or stalled at every step of this process for what seems like an attempt to string me out for another billing cycle; I was not a customer, but a line itemThe $credit is especially laughable when Caleb, Lead Retail Rep at the Augusta Sprint Phone Repair Center reassured me that he had put in a request for a $credit for what I had gone through that first month (April-May) I was also told that Technical Support was contacted and would call me and that never happened, the list goes on I have continuously expressed concern about my security and how the phone was critical and yet fixing the issue took forever and even longer once the Revdex.com request was placedTo further demonstrate incompetence, on the first email interaction with Minnie she sent to my husband, she included an email from another Sprint customerIt was filled with his PII to include his email address, phone number and he expressed his dismay about his experience As requested initially, we request that we are allowed to turn in the phones on the account and to transfer the numbers on our account at no cost to us or that we are compensated appropriately for the almost days without service and maltreatment Regards, [redacted]

April 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal complaint of Ms [redacted] L [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention once more According to the information provided in Ms [redacted] ’s complaint, she states that she called in December and requested that her services be placed on seasonal standby due to being hospitalized and being unable to make the paymentShe further states that her services were recently disconnected, and she does not understand how her bill reached a balance of $1,As a result, Ms [redacted] is requesting that we reimburse her for phones that she purchased as well as incurred service chargesWe attempted to reach Ms [redacted] via phone and e-mail on April 10, 11, and 14, 2017, asking her to contact our office to discuss her concerns Additionally, we also mailed a letter to her address on file on April 14, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her concerns 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 address her concerns We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at [redacted] , extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Dear 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 again wish to write that I have always had great service from Sprint.Thank you very much for assisting me with this matter.Your service has been impressive! Regards, [redacted]

April 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 According to the information received, Ms [redacted] stated that she made the decision to cancel her service and returned her leased device She stated that she was advised of what she would need to pay, and paid that amount She stated that she recently discovered that her account was sent to a collection agency indicating that she had a balance with us She is requesting that the account be pulled from collections and the balance in the amount of $be credited We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on April 5, 2017, advising her we received her inquiry and our need to speak with her directly She notified us via a voicemail message on April 7, and 10, 2017, after our office hours, that she would be contacting us by April 11, To date, she has not contacted us back and we have been unable to speak with her directly Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss 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 her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused If Ms***’ concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

June 2, Revdex.com [redacted] Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with not being allowed to change her payment arrangement and have her services restored as she was previously advisedShe also expressed her dissatisfaction with the level of customer service she received while attempting to address her concernsTherefore, she is requesting further assistance with these matters We spoke with Ms [redacted] on May 19, 2017, and addressed her concerns She confirmed that she already remitted payment for the full amount of her past due balance and her service was restored We apologized for any inconvenience that she may have experienced We also advised Ms [redacted] that we appreciate her taking time to provide the details of her experiences with our customer service representatives We are continually striving to improve the quality of service provided to our customers and her feedback will be used to improve our service Ms [redacted] stated that she accepts this resolution If I may be of further assistance with these matters, Ms [redacted] can reach me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

March 24, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [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 with bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that after accepting our promotional Buy One Get One (BOGO) offer for two phones, she was informed her monthly invoice would reflect two monthly installment billing charges and a credit to offset one of the charges; however, her subsequent invoices did not reflect said credit As a result, she is requesting that her monthly invoice reflect a monthly credit to offset one monthly installment billing charge We confirmed that the referenced BOGO promotional offer allowed Ms [redacted] to purchase devices via lease or Installment Billing Agreement (IBA) and receive a monthly credit to offset the monthly charge for one of the devices Our records reflect that the BOGO promotional offer was extended to Ms [redacted] during her August 28, 2016, IBA purchase; however, the BOGO promotional offer was not effective until August 29, Unfortunately, we are unable to systematically apply a recurring credit in accordance with the BOGO free offer due to the date of purchase occurring outside the BOGO promotion period However, in an effort to resolve this matter, we have applied a one-time credit of $to her account in lieu of the monthly promotional BOGO credit As a result, Ms [redacted] ’s account reflects a $credit balance Accordingly, a $IBA payment is still required each month because the referenced account credit will apply toward monthly service charges instead of the IBA charges If I can be of any further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Adam ***

May 9, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attentionIn the information provided, Ms [redacted] expressed dissatisfaction with Sprint Wireless service billing, in relation to her benefits as a former Sprint Employee, advising that she had never signed a contract to pay a bill As a result, she requested that Sprint waive her account balance We regret any misunderstanding with regard to Sprint billing and a Sprint retail transaction Consistent with the Sprint Employee Wireless Discount Program, employees select Sprint products and services, and agree to pay the program pricing associated with those selections Our research revealed that the charges were correct and valid for products and services rendered Although we were unable to identify a Sprint error in this matter, we appreciate Ms [redacted] ’s history with Sprint and applied courtesy credits totaling $to her account to offset the balance In addition, we notified [redacted] , Inc., the third-party collections agency, to update any reporting to reflect the balance to have been paid-in-full Please allow up to days for completion of this processWe 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 directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through FridaySincerely, Stan S.Executive Services Analyst Tell us why here