Sprint Corporation

September 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] - [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customer's concerns to our attention According to Ms***’s inquiry, she switched to another wireless provider in October and returned to Sprint in April She states that she was a past customer and was assured that she would be eligible for the Contract Buyout promotion She states that she was informed to visit the Sprint store to complete the activation of service and to turn in her old devices However, after establishing service, and registering for the promotion, she states she was informed that she was not eligible for the Contract Buyout promotion And last, based on the information received from Ms***, she states that she had an unfavorable customer experience while attempting to address this matter As a result, she requests that the Contract Buyout promotion be honored Please be advised that we spoke with Ms [redacted] regarding this matter During our discussion, we explained the terms of the Contract Buyout promotion We advised her that Sprint covers switching fees up to $via a Visa Prepaid Card (less tracredit provided) after online registration and new phone activation In order to assist Ms [redacted] with her request, we requested that she provide bill copy from her previous carrier that reflects her cancellation fees so that we can process the applicable reimbursement We followwith Ms [redacted] via email and advised her that we received her previous carrier’s invoice detailing her cancellation-related charges As a result, two Visa prepaid cards totaling $1,were processed Ms [redacted] should receive her prepaid cards within business days Ms [redacted] stated she was satisfied with our handling and required no further assistance with this matter We appreciate Ms [redacted] for taking time to provide details of her customer experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms*** If I can be of further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] - [redacted] M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] M [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her monthly billing being higher than quoted to her in December when she contacted us in an effort to lower her Sprint charges Ms [redacted] also described unfavorable customer experiences during her unsuccessful attempts to address that concern She requested that we provide a credit equivalent to the $monthly difference between the quoted amount and her monthly charges for one year We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s monthly Sprint charges We contacted Ms [redacted] initially on May 26, 2017, to discuss her dispute and, based on additional information she provided, we agreed to review the matter further and contact her once our investigation was complete, After thoroughly reviewing her Sprint account and our records, we followed up with Ms [redacted] on June 8, At that time, we advised that, although her current billing is correct based on her chosen rate plan, equipment, and other account options, we identified that she was provided incorrect information pertaining to her rate plan when she contacted our Customer Care department in December As a result, we confirmed the source of her $per month dispute We explained to Ms [redacted] that she did not qualify for the promotional pricing that was previously quoted to her However, as a demonstration of our commitment to excellence, we honored her request and applied a credit of $to her Sprint account to offset an amount equivalent to the disputed monthly cost difference from December through the end of her most-recent device lease agreement Ms [redacted] accepted that offer and indicated her understanding that we are unable to remove the disputed $Access Fees assessed to her Sprint account each month but that the noted credit was applied to offset those charges in full Ms [redacted] expressed her satisfaction with our resolution and thanked us for our follow up We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] s’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

May 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information included in the rebuttal complaint, Ms [redacted] states that she has been extended an offer for resolution from Sprint; however, she states that she has sent emails inquiring as to whether billed tax will be included in the credit offer with no responseMs [redacted] is requesting that she receive an update and her account is corrected Our office attempted to reach Ms [redacted] via phone and email on May 17, and 22, 2017, regarding her concernsUnfortunately, our attempts were unsuccessfulHowever, we sent an email to the address on file for Ms [redacted] on May 8, 2017, confirming that we applied a credit totaling $to account XXXXX***The breakdown of credits is $was applied as a lump sum credit for the 50% off iPhone GB promotionThe remaining credits totaling $was applied for the difference between the Unlimited Freedom plan with Autopay for $and the $Unlimited Plan for iPhone Ms [redacted] had previously advised that sales tax is percentThe difference between the Unlimited Freedom plan with Autopay for $and the $Unlimited Plan for iPhone is $per monthWe offered to credit $based on the month lease associated with the iPhone on line ending in ***; $x 7% sales tax=which would be a total credit of $Our office applied a credit in the amount of $Should Ms [redacted] have any further questions or concerns she can contact our office directly at her earliest opportunityWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst

February 3, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms***: The above referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] indicates that he is dissatisfied with billing for return of a device used on his Sprint accountHe is requesting credit for the disputed device charge We have reviewed Mr***’ inquiry and have addressed his issue to his satisfactionSprint has applied a one time credit of $for the device in questionMr [redacted] has confirmed that this resolves his complaint and that he will pay the remaining account balance We regret any inconvenience that this matter may have caused Mr***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 7:a.mand 3:p.m., Central Time Sincerely, John C Executive Services Analyst

December 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] R [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] R [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] stated that she is dissatisfied with Sprint’s return policy and the warranty provided by the manufacturer for her Samsung Galaxy SEdge device that is currently malfunctioning She cited that she recently experienced a recall on her Samsung Note device Therefore, in light of the trouble she has experienced with certain Samsung devices, she is requesting that Sprint replace her Samsung Galaxy SEdge with a different model We spoke with Ms [redacted] and resolved her concerns We explained that Sprint offers a 14-day return period on all equipment; however, outside of that period the equipment is covered by a one-year limited manufacturer warranty We also explained that the Total Equipment Protection (TEP) option that she subscribes to will allow her malfunctioning device to be repaired or replaced by Sprint at no cost with a like model device; however, we were unable to accommodate her request to exchange for a different model Ms [redacted] agreed to visit her local service and repair center and we confirmed that her device for her line of service ending [redacted] was replaced with the same model at no cost on November 30, We advised Ms [redacted] that we regret any inconvenience that she may have experienced If I may be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

January 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: We appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Ms [redacted] received notice from Dynamic Recovery Solutions, an outside collection agency, stating that she owes $According to Dynamic Recovery Solutions, the unpaid balance resulted from a Sprint accountAs a result, Ms [redacted] has requested that this matter be reviewed Based on the information provided to us in her correspondence, we were not able to locate an accountWe contacted Ms [redacted] on December 29, 2015, to request additional information such as the collection agency account number; however, Ms [redacted] stated that she does not have that informationShe declined to provide any other information that would help to locate an accountConsequently, with the information provided, we are unable to take any further action on this matter at this time We regret any inconvenience that this matter may have caused Ms [redacted] If I can offer any further assistance, I can be reached by calling the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between 8a.mand p.m., Central Time Sincerely, Jaime T Executive Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] states that on March 23, 2017, he switched to Sprint taking advantage of our $Unlimited with Lines to Free Promotion and the Buy Any Smartphone and Get Samsung JEmerges Free Promotion With the outlined promotions, Mr [redacted] states he was quoted a monthly bill estimate of $with taxes and fees included; however, he states his bill has been $for the past three months Mr [redacted] states that, after questioning his bill, he learned that his devices are on two-year contracts As a result, the device promotions were not being awarded Mr [redacted] also expressed his dissatisfaction with his customer service experience while attempting to have his issues resolved Mr [redacted] requested the matter be resolved We regret the circumstances that led to Mr [redacted] ’s filing of this complaintA review of our records reflect that three of the devices purchased on March 23, 2017, were placed under two-year service agreements in error, as we no longer offer devices at subsidized pricing in exchange for two-year contracts As a result of the outlined information, Mr [redacted] was being billed for Subsidized Phone Charges for each device under a two-year contract, which led to a bill increase On July 14, 2017, the account records indicate that the three service agreements were removed and an account credit of $was applied to the account to offset the charges that were billed in error and the promotional credits that had awarded During our discussion with Ms [redacted] , Mr [redacted] ’s wife, on August 7, 2017, we outlined our aforementioned findings She confirmed that her account concerns were addressed and resolved prior to our contact; however, she was still concerned about the accuracy of future bills, because the outlined corrections had yet to be reflected She further expressed her dissatisfaction with the customer service she experienced at the Sprint store Upon our review of this matter, we confirmed that the disputed Subsidized Phone Charges were assessed to the recent invoice; however, the appropriate credits were applied to offset these charges and an account update was made to stop the billing of these charges To confirm that the Subsidized Phone Charge is no longer being assessed on the account, we offered to follow up with Ms [redacted] once the September becomes available Ms [redacted] accepted our offer With the information, we were able to identify the Sprint store representative involved in the account serror Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback you provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience Mrand Ms [redacted] experienced as a result of these matters If we can be of further assistance, the [redacted] s can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Sunday through Thursday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

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 In the information provided, Ms [redacted] stated that in May 2017, she added an additional line to her account and approximately two weeks later, she discovered that we were offering a Lease One Get One free promotional offer for an iPhone 7, when adding an additional line of service to an account Ms [redacted] stated that she contacted us and requested to receive this promotion and was advised that we would make an exception She stated she was advised that it could take 2-billing cycles for the credit to award; however, she is still not receiving credit for one of the devices Ms [redacted] further stated that she received notification on July 5, 2017, indicating that a credit was being applied for returned equipment which she returned to the store on June 27, As a result, Ms [redacted] is requesting a resolution to these issues.In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that although Ms [redacted] did not qualify for the promotional offer for the Lease One Get One free iPhone 7, she purchased two iPhone devices on June 11, 2017, on lease agreements and the promotional offer was added to her account on September 8, Please be advised that it can take 2-billing cycles for the credit to awardFurthermore, our records reflect that the returned equipment Ms [redacted] is referencing was received by us on July 4, 2017, and the account was adjusted accordinglyWe spoke to Ms [redacted] on November 17, 2017, and provided her with this information In an effort to reach an amicable resolution, we offered and she accepted an account credit of $171.12, which is equal to six months of the promotional credit of $28.52, which she did not receive We will follow up with her to review the next few invoices to ensure that the credit has been applied Ms [redacted] stated that she considers that we reached a mutually satisfactory resolutionWe appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value 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 this matter may have caused Ms*** If I can be of further assistance, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral TimeSincerely, Sharon R.Executive Services Analyst

January 27, 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 above-referenced complaint of Mr [redacted] Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on January 26, 2017, regarding his account concern We are confident his billing issue has been addressed and resolved In his inquiry, Mr [redacted] indicated he is being billed for Rockton, IL taxes at $per month He indicated he does not reside in Rockton and is requesting a refund for the incorrect taxes He attempted to resolve the matter via customer service and was told it would be reviewed and he would receive a call back To date, he indicated he has not received a return call He is requesting we review the matter Taxation is primarily based on the subscriber address for each phone number The billing address on the account was changed to Rockford, IL on March 15, 2016, but the subscriber address was not changed The subscriber address has been updated and his next invoices will reflect the correct jurisdiction going forward With cases like this where there are multiple tax jurisdictions, the customer does not receive a full refund for the incorrect tax jurisdictionThey still owe taxes for the correct jurisdiction We calculated the taxes between the two jurisdictions for Rockton and Rockford and find that credit is due as both jurisdictions have the same tax rate However, we will follow up and review Mr [redacted] ’s next invoice to confirm the he is billed for the correct jurisdiction We regret any inconvenience Mr [redacted] may have experienced as a result of this matters and value his feedback If we can be of further assistance, he 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 HExecutive 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 Although it was my persistant actions that made this possible and no effort was done on their end! Basically another hour and minPhone call and transferred to different people Regards, [redacted]

May 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] *** Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s complaint, he stated that he is experiencing network related issues Our network team contacted Mr [redacted] in an attempt to troubleshoot further; however, Mr [redacted] declined our request for further troubleshooting After a thorough investigation by our network team, we found that the cell sites in Mr***’s area are operating within parameters However, in an effort to bring closure to this matter and in light of Mr***’s continued dissatisfaction, we have removed his contractual obligation on phone line ending in Therefore, if Mr [redacted] chooses to cancel services, he will not be charged an Early Termination Fee We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our customer service department We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret the circumstances that may cause us to lose Mr [redacted] as a customer If Mr [redacted] would like to discuss this matter further, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Katherine D Executive 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: In February/March of 2016, sprint cancelled out a lease agreement and transferred it to a new deviseThey called it an overrideWhat was explained to me when I was using the upgrade from the other line, or swap as they used, the same terms were explained to me, which is why I agreedAlthough there is a lease agreement in place for the devise, they are failing to uphold proven miscommunications from their organizationThe customer should never be at fault, especially when there is proof, for being misinformedI'm not denying the lease agreement, I'm denying their failure to uphold the misconduct of their employeesThe amount that I'm asking for, because I feel I should not be liable since I seemed the professional advise from sprint prior to making a decision, will not be detrimental to their organization, however, it is to me, the consumerWhat they did for me in early was after the noted change in This again shows inconsistent messages from sprintConsumers should not be liable for unethical practices of an organization, in any circumstanceI stand by my decision to disagree since I was advised otherwise from their organization Regards, [redacted] ***

[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, John [redacted] I have accepted the terms but I want itit's that the phone in question was not a smart phone Yes

January 13, [redacted] Better Business Bureau Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she stated that she did not receive a refund upon returning her equipment and canceling services We regret any delay that Ms [redacted] may have experienced while waiting for her refund We confirmed that on December 31, 2015, a refund of $was processed back to credit card ending with *** On January 8, 2016, a refund of $was also processed back to credit card ending with [redacted] and a refund of $was processed back to credit card ending in *** Please note that banks normally take approximately five business days to post refunds; however, smaller banks and credit unions may take longer We recommend that Ms [redacted] contact her bank directly with any questions regarding the posting of her refunds Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products Our customers can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If our customer’s service plan required a service agreement, no termination fee is charged when he or she cancels within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Our customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on their final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Our records reflect that Ms [redacted] activated services on December 21, 2015, and canceled services on December 29, Although the above-referenced prorated charges incurred during that time are valid, in an effort to bring closure to this matter, we have negated any remaining balance due As a result, Ms [redacted] ’s account is closed with a zero balance If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst January 13, [redacted] Better Business Bureau Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she stated that she did not receive a refund upon returning her equipment and canceling services We regret any delay that Ms [redacted] may have experienced while waiting for her refund We confirmed that on December 31, 2015, a refund of $was processed back to credit card ending with *** On January 8, 2016, a refund of $was also processed back to credit card ending with [redacted] and a refund of $was processed back to credit card ending in *** Please note that banks normally take approximately five business days to post refunds; however, smaller banks and credit unions may take longer We recommend that Ms [redacted] contact her bank directly with any questions regarding the posting of her refunds Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products Our customers can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If our customer’s service plan required a service agreement, no termination fee is charged when he or she cancels within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Our customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on their final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Our records reflect that Ms [redacted] activated services on December 21, 2015, and canceled services on December 29, Although the above-referenced prorated charges incurred during that time are valid, in an effort to bring closure to this matter, we have negated any remaining balance due As a result, Ms [redacted] ’s account is closed with a zero balance If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

October 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Brandon [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrBrandon [redacted] We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, Mr [redacted] advised that he canceled the service on his account and returned his phones to the retail store within days due to poor coverage/service Therefore, he is disputing the lease cancellation and device purchase charges that were assessed to his account We regret that Mr [redacted] ’ experience with service in his local calling area fell short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our records reflect that Mr [redacted] activated his service in September 20, 2017, and canceled it on September 21, We confirmed that the phones were returned back to the retail store on September 23, Therefore, credits totaling $1,were applied to Mr [redacted] ’ closed account on October 24, 2017, to offset the disputed chargesDuring our conversation with Mr [redacted] today, we conveyed this information to him As such, we believe this matter has been fully addressed and resolved We regret any inconvenience that this matter may have caused Mr [redacted] If he needs further assistance, he 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

Tell us why here...September 8, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concerns: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on August 16, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] expressed his dissatisfaction with not receiving the Visa Reward Cards after participating in Sprint’s Contract Buyout Promotional offerMr [redacted] stated he visited the retail location to address his concern without successAs a result, he requested that Sprint honor the Contract Buyout Promotion or to return his devices According to our records, on December 14, 2016, Mr [redacted] portphone lines ending in [redacted] and ***, and activated devices via Sprint’s Leasing program We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records indicate that Mr [redacted] did not complete registration for the aforementioned phone lines for our Contract Buyout PromotionIn order to process the reimbursement for Mr [redacted] ’ previous carrier’s Early Termination Fee or Installment Billing cancellation charges, a copy of his final invoice that reflects the termination charges is required We contacted Mr [redacted] on August 25, 2017, and discussed his concernWe attempted to follMr [redacted] without successShould Mr [redacted] have any questions and/or concerns pertaining to these matters discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our retail locationWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] as a customer and have forwarded his feedback to the appropriate managerial staff for further review We apologize for any inconvenience this may have caused Mr [redacted] If Mr [redacted] has any questions concerning the issues discussed herein, he can contact me directly by calling the Executive and Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’ inquiry, he expressed his dissatisfaction with equipment billing, stating he has brought his account current with the recent payment of $to pay off all equipment charges He further stated that he received another invoice showing further charges, which he disputes We spoke with Mr [redacted] on July 6, 2017, and we apologized for any misinformation that may have occurred related to his balance Our records reflect that his May 19, 2017, invoice showed a balance of $ In addition, we there was a payment that posted to the account ending in [redacted] for the amount of $on June 24, With this payment, Mr [redacted] ’ account ending in [redacted] is at a zero balance and is closed We regret any inconvenience this matter may have caused If Mr [redacted] has additional questions or concerns related to this matter, we invite him to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Wednesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Katherine D Executive Services Analyst

September 13, 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 Mr [redacted] ***-***, submitted on August 22, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that he was extended a Buy One Get One (BOGO) offer for an LG Gdevice and a Galaxy Tab E tabletHe further states that the tablet was offered for free; however, he is being charged for itAlso, he states that he is unable to use his equipment the majority of the time while working for ***Mr [redacted] is requesting the ability to cancel his account at no additional cost, with return of the equipment We have thoroughly reviewed Mr***’s concernsOur records confirm that the BOGO credit is awarding on the bill every 3rd of the month for the Galaxy Tab E tabletHowever, in order to address any additional concerns, we will need to speak with Mr [redacted] personally Our office attempted to reach Mr [redacted] via phone and e-mail on August and 29, 2017, and September 5, and 12, 2017, asking him to contact our office to discuss his concerns Additionally, we mailed a letter to his address on file on August 30, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns To date, we have not received a response from Mr*** We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [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

[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: Yes in deed she has called me on those datesThe phone calls come in at 4:55pm minutes before her office is closed and while I am a workI have replied to her email on Aug 29th letting her know that I was working and not able to get into contact with herOn Aug 30, at approx 12:22pm I called and left a voicemail with no response and today Sept 14,I have called twice leaving a voicemail both times - following the procedures she detailed on her answering service for identificationStill no reply and will have to now go to work - I waited an extra hours to go just incase she called I can not take calls while I work(todays calls were at 12:56pm and 2:37pm) although she sounds sincere, her "earliest convenience is before she walks out the door for the day as to avoid the conversation Regards, [redacted] ***-***

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was never informed he was leasing his devices, and that he would have to pay the end of lease (EOL) charge to own his devices Mr [redacted] said his bill also jumped from $to $for two lines of service, and that no one has been able to explain why As a result, Mr [redacted] is requesting that we either refund him for what he has paid for the two devices, or allow him to return the devices and cancel with no additional fees Our records reflect that Mr [redacted] started service with us on October 22, 2016, with two lines of service, and purchased the devices under 24-month lease agreements The lease agreements were signed by Mr [redacted] The two lines were configured on the Unlimited Freedom plan for $110, along with $Total Equipment Protection (TEP) for each line, plus the monthly installments for each device, and $spending limit charge bringing his invoice monthly to $before taxes and surchargesWe also confirmed the bill is correct During our conversation with Mr [redacted] on May 16, 2017, we explained the information outlined aboveMr [redacted] reiterated his dissatisfaction and that he did not read the agreementsIn an effort to resolve this matter, we offered to credit the associated equipment charges with the return of the device to our warehouse in good working condition Mr [redacted] asked if he can just cancel line ###-###-#### and return the device, and will contact us when he is ready to cancel the second lineWe sent the return package to facilitate the return of the deviceWe adjusted $for the monthly installmentsWe also have line ###-###-#### set to cancel out by May 21, Mr [redacted] thanked us for our help and offer We regret any frustration this matter may have caused, but are pleased that we were able to resolve Mr [redacted] ’s issue If we can be of further assistance regarding this matter, Mr [redacted] can contact me 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, Shola AExecutive Services Analyst