Sprint Corporation

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

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] ***, submitted on behalf of the account holder, Mr [redacted] *** We regret any inconvenience they may have experienced in regard to this matter According to the information provided in the complaint, Ms [redacted] expressed her dissatisfaction with the coverage that she receives on the Sprint network in multiple areas During our discussions with Ms [redacted] on June and 15, 2017, she was unable to verify the account PIN or Security Answer However, during our discussion with Ms [redacted] on June 15, 2017, she indicated that her concern was resolved after she receiving a new phone 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 Should Ms [redacted] need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, from 7:a.mto 3:p.m., Central Time Sincerely, Patricia S Executive Services Analyst

January 27, 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 filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] wanted to express her dissatisfaction with the level of customer service she has received from Sprint As a result, she is requesting to be let out of her contract and all account fee waived or her billing issues reviewed in detail During our conversation with Ms [redacted] on January 22, 2017, she confirmed that her concerns have been addressed to her satisfactionIn demonstration of our commitment to excellence service, we a have applied a one-time $service credit to her account as a gesture of goodwill We appreciate Ms [redacted] providing us with the details of her experiences We are seeking ways to improve the quality of service provided to our customers We apologize for the manner in which her concerns have been handled We assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured” Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer Ms [redacted] ’s comments have been referred to the appropriate management team for review to implement changes where necessary We regret any inconvenience Ms [redacted] may have experienced and appreciate her business If we can be of further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Sean JExecutive 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

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

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

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

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

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

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

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

[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]

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

March 10, Revdex.com Ward 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 In her inquiry, Ms [redacted] expressed her dissatisfaction with the delay in resolving the fraudulent order she reported on her account and correction of her account charges She also expressed her dissatisfaction with receiving an invoice reflecting charges for this order after being advised that this would not be an issue Therefore, she is requesting further assistance with resolution of this matter Upon completion of our investigation, we confirmed that fraudulent activity occurred on Ms [redacted] ’s account As a result, we assisted her with updating her account information for security purposes confirmed that the fraudulent lines of service and equipment were removed from her account Additionally, all charges associated with the fraudulent activity were credited returning her monthly charges to $per month We advised Ms [redacted] that we regret any inconvenience that this matter may have caused and appreciate the opportunity to address her concerns If I may be of further assistance with this matter, 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

May 16, 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 after upgrading a device, she did not receive a return kit to send the old device back to us She stated that she contacted our Customer Care department and was advised by a representative that a return kit was not sent because she had requested a return kit for an iPhone which is associated with phone number ending in ***, which is not the phone number associated to the device that needs to be returned She stated that she contacted us multiple times and was advised that a return kit was sent on April 16, and April 26, 2017, and to date, has not received the return kit She stated that she does not want her account to be charged for the device she is attempting to return She is requesting a resolution to this issue We spoke to Ms [redacted] on May 4, and confirmed that the return kit that needs to be sent to her is associated with phone number ending in ***, for an iPhone GoldA return kit was mailed to Ms [redacted] at her billing address for her to return the undamaged device Once the device is received at our warehouse, any charges associated with the non-return of the device will be adjusted accordingly In addition, a one-time account credit in the amount of $for the outstanding lease charge billed on her (insert month and year of the invoice for the charge that was credited) for phone number ending in [redacted] was applied to her account We appreciate Ms [redacted] 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 We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, you can reach us by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Byron H Executive Services Analyst BH/sr

[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] ***-***

January 15, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken to process a credit to her Sprint account for a device that she returned to the point of sale, as well as with our assessing an Activation Fee and restocking charges for the device even though it was returned to us within our 14-day Satisfaction Guarantee periodShe requested that we apply credit to her account to offset the cost of the device and the activation and restocking fees We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret the circumstances that led to Ms***’s decision to return her referenced device to the point of sale, as well as any misunderstanding or delay that may have occurred related to the refund of the cost of that deviceSprint 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 productsCustomers can return their devices 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 tabletsAdditionally, we will refund any activation fees within three days of activationCustomers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their accounts through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on the final invoiceThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers During our January 5, 2016, conversation with Ms***, she indicated her understanding of our explanation but reiterated that the device was returned the day after the date of purchaseAs such, she again requested that we expedite her device credit and remove the other feesWe verified that the device was returned to the original third-party sales location on November 28, 2015, and applied credits totaling $to Ms***’s account to offset the disputed equipment charges, the activation fee, and a portion of her account balanceThose credits left an undisputed balance of $397.49, which she satisfied in fullAs a result, Ms***’s Sprint account is now in canceled status with a zero balance, and no additional payment is due We regret the loss of Ms***’s business but are pleased that we could resolve these concerns to her satisfactionIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G 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: 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] ***

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