Sprint Corporation

August 30, Revdex.com Ward Parkwa*, Suite Kansas Cit*, MO Re: Revdex.com Case [redacted] , [redacted] ***- [redacted] Sprint Prepaid Inquir [redacted] Sprint Case [redacted] To Whom It Ma [redacted] Concern: Sprint is in receipt of the above-referenced inquir [redacted] of Ms [redacted] ***- [redacted] regarding our Sprint Prepaid product We appreciate *our assistance in bringing our customers’ concerns to our attentionIn the information provided, Ms***- [redacted] indicated that her daughter’s phone began to malfunction and she was sent a warrant [redacted] replacement phone that did not work She further stated that when the phone became inoperable she had just remitted a service pa*ment Due to the length of time it would have taken to get a third replacement phone, she decided to close the account and go with a new service provider She reported having made numerous attempts to reach someone at Sprint in order to obtain a refund of her recent service pa*ment and was offered a credit on a Sprint account that she no longer has She requested a refund back to her credit card or to be sent a check b [redacted] mail or provide her with a Sprint gift card that can she can redeem at a retail store We appreciate Ms [redacted] ***- [redacted] ’ taking the time to provide us with the details of his experience with our SPP Customer Care representatives We are continuall [redacted] striving to improve the qualit [redacted] of service provided to our customers Please be assured that we value customer feedback and that this concern has been forwarded to the appropriate managerial staff for further review During our August 18, 2016, conversation with Ms***- [redacted] we explained that as outlined in our SPP Terms and Conditions, pa*ments remitted for services are not refundable In addition, we confirmed that her refund was denied due to exceeding the allotted minutes Furthermore, we found no error on part of Sprint Prepaid in this matter Although we regret that Ms***- [redacted] cancelled her service as of Jul [redacted] 2, 2016, we must respectfull [redacted] decline her service pa*ment refund request However, as a goodwill gesture we offered to appl [redacted] a credit of $to a friend or famil [redacted] member that has an existing account with an [redacted] of our Sprint affiliated products We are confident that we have full [redacted] addressed the concerns outlined in her inquir* We also invite her to contact us back should she accept our offer On behalf of Sprint, I apologize for an [redacted] inconvenience Ms***- [redacted] ma [redacted] have experienced as a result of this matter If Ms***- [redacted] has an [redacted] questions regarding this concern, she can contact me directl [redacted] b [redacted] calling Sprint Executive & Regulator [redacted] Services department toll-free at ###-###-####, ext*** I am available Monda [redacted] through Frida [redacted] 9:a.mto 5:p.m., Central Time Sincerel*, Marco MExecutive Services Anal*st

May 1, 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] submitted on April 24, We appreciate your assistance in bringing our customer’s concern to our attention According to Ms***’s follfiling, she expressed her dissatisfaction with the inability to receive prepaid shipping return kits for her devices in exchange for the waiver of the Lease Device Purchase Amount option per line, after she cancelled services with SprintMs [redacted] requested that Sprint review this matter, and provide her with return kits for her devices accordingly Sprint has reviewed Ms***’s complaintAs previously stated in our response, our records reflect that Ms [redacted] activated five Samsung devices via Sprint’s Leasing program on May 12, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Ms [redacted] on April 14, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Ms [redacted] has chosen to port-out four of her five lines of services associated with phone numbers ending in ***, ***, ***, and [redacted] to another wireless service provider on April 7, Ms [redacted] also contacted Sprint’s Customer Care group and requested the cancellation of phone number ending in ***, which became effective on April 11, We advised Ms [redacted] that we would send return kits to the address on file to facilitate the return of the four devices to Sprint’s Returns warehouseUpon confirmation of the devices being received at Sprint’s Returns warehouse, undamaged and in good working condition we will apply all necessary adjustments to offset the Lease Device Purchase Amount option per lineMs [redacted] confirmed her understanding and satisfaction with the resolution provided to her Upon receipt of Ms***’s follfiling, we spoke with her on April 25, 2017, to discuss her concern in detail and reiterate the aforementioned informationDuring our conversation, we confirmed that Ms [redacted] is satisfied with our offered resolution as stated in our previous response dated April 21, Ms [redacted] is awaiting further contact from the undersigned analyst regarding the status of her returned equipment once the devices have been received and inspected by Sprint’s Returns warehouse to determine that the devices were returned undamaged and in good working conditionWe advised Ms [redacted] that once our Returns warehouse has had the opportunity to inspect the returned equipment, any necessary adjustments to offset the Lease Device Purchase Amount option per line will be madeWe confirmed with Ms [redacted] that UPS delivered the above referenced devices to our Returns Warehouse, but our Returns Warehouse still has to confirm receipt and inspect the devices before further action can be taken Ms [redacted] expressed that she fully understands the information relayed to her on April 14, and again on April 25, Ms [redacted] advised that she only responded because for her the issue has not been resolved yet due to waiting for the return of the above referenced equipment; however, she felt it was necessary to respond to the Revdex.com’s request for an update following our response dated April 21, Ms [redacted] confirmed that she is satisfied with our actions taken thus far and looks forward to further follwith the undersigned analyst We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] H Executive Services Analyst

September 26, Kansas City Revdex.com Ward Pkwy, 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 for [redacted] This complaint was served to Sprint on September 19, We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s follfiling, he expressed his dissatisfaction with his attempts to address his billing concernsMr [redacted] stated that upon contacting Sprint on July 28, 2016, to upgrade a device via a two year Service Agreement, he was offered the option to lower his monthly invoices by enrolling in our Unlimited Family planHowever, his monthly invoice exceeded the quoted amountAdditionally, Mr [redacted] stated that he was advised that the $Subsidized Phone charge would be waived on phone numbers ending in ***, [redacted] and ***; therefore, his monthly recurring charges would not exceed $per month, excluding taxes, fees and SurchargesTherefore, Mr [redacted] requested that Sprint review this matter and remove the three $Subsidized Phone charges associated with the above phone numbers Sprint has reviewed Mr [redacted] ’s complaintAs stated in our initial response, on August 1, 2016, Mr [redacted] upgraded phone number ending in [redacted] and elected to purchase a device at discounted pricing in exchange for a two year Service AgreementAdditionally, please note that phone numbers ending in [redacted] and [redacted] were previously purchased at discounted pricing in exchange for a two year Service AgreementAlso, he enrolled phone numbers ending in ***, [redacted] and [redacted] on our Unlimited Family plan, which was back dated effective as of July 28, Therefore, his monthly recurring charges and three $Subsidized Phone charges totaled $per month, excluding taxes, fees and Surcharges In accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, www.sprint.com, we clearly and conspicuously disclosed the Subsidized Phone charge as apart of the purchase processThe Subsidized Phone charge is waived only on devices that are purchased on Lease or on Monthly Installment optionsAs such, the Subsidized Phone charge is validHowever, our records reflect that since the rate plan changes were completed within his current billing cycle, Mr [redacted] was not financially impacted During a series of conversations with Mr [redacted] from August through of 2016, we discussed his billing concerns and relayed the aforementioned information to himAlthough no billing errors occurred, Mr [redacted] agreed to change the rate plans on phone numbers ending in ***, [redacted] and [redacted] to our $SERO plan, per line in order to avoid the three $Subsidized Phone chargesAs such, he is aware that his monthly recurring charges total $per month, excluding taxes, fees and SurchargesIn an effort to further resolve his concerns, Sprint has applied a one time $adjustment to offset the pending three, $Subsidized Phone charges and a $adjustment to offset his past due account balanceAs such, the aforementioned adjustments were reflected on his August invoice On September 17, 2016, Mr [redacted] emailed the undersigned advising that his August invoice reflected a $account balance and requested clarity regarding his monthly recurring charges and aforementioned adjustmentsOn September 20, 2016, we emailed him a breakdown regarding his August invoiceAs such, Mr [redacted] ’s August invoice reflected a total balance of $The balance is based on Mr [redacted] ’s August 1, 2016, contact with Sprint regarding his billing concerns, where he agreed to enroll phone numbers ending in ***, [redacted] and [redacted] on our Unlimited Family plan, which was back dated effective as of his billing cycle from July 28, through August 27, The charge for that plan was $140, plus three $Subsidized Phone chargesOn August 28, 2016, Mr [redacted] ’s three lines were charged $60, each for the SERO plan, for the billing cycle of August 28th through September 27th of Also, the invoice reflects rate plan adjustments reflected as two $Premium Data add-on, two $SERO Premium Anytime Minutes, and one for the $SERO Unlimited planTherefore, his August invoice reflected rate plan charges equaling $235.66, plus a $equipment charge, $taxes and fees and $in Sprint Surcharges; thus new charges totaling $As a result, we advised Mr [redacted] that Sprint does not believe that waiver of his Service Agreements are warranted Based on the aforementioned information provided to Mr [redacted] , he requested to escalate his concerns to Sprint’s management teamAs such, on September and of 2016, our management team contacted Mr [redacted] to relay the aforementioned informationAlthough no billing errors were identified, on September 26, 2016, we have agreed to apply a final adjustment of $to his accountShould Mr [redacted] require further assistance with this matter, we urge him to contact the undersigned directly at his earliest convenienceWe regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with 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 a.mand p.m., Central Time Sincerely, /s/ Chanda L Executive and Regulatory 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 meThank you for addressing this issue Regards, [redacted]

Tell us why here...October 5, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Michael [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrMichael [redacted] submitted on September 8, We appreciate your assistance in bringing our customer’s concern to our attention In Mr [redacted] ’s filing, he stated he contacted our customer service representatives several times regarding his lease agreement and was provided with misinformationFurthermore, Mr [redacted] stated he attempted to pay off his devices; however, the amount was applied toward his billing statement and not the equipment chargesAs a result, Mr [redacted] requested that Sprint refund the last month’s charges on his billing statement and to pay off his three devices According to our records, on September 3, 2017, Mr [redacted] contacted our Customer Care team regarding the Lease Agreement pay off of phone lines ending in ***, [redacted] and ***Furthermore, between September 12, 2017, and September 23, 2017, Mr [redacted] completed the Lease Agreement on phone lines ending in ***, ***, and *** We spoke with Mr [redacted] on September 19, 2017, and confirmed his concerns were addressedWe appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Care groupWe 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 regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matterIf Mr [redacted] would like to further discuss this matter, he can contact our Executive & Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory 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 follow up inquiry submitted by [redacted] submitted January 24, We appreciate the opportunity to address her account concerns In Ms [redacted] follfilling, she expressed her dissatisfaction with the previous response provided citing she is pending the necessary adjustment on her account According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received while attempting to resolve her billing concernMs [redacted] stated that her order was shipped to the incorrect address, which cause her units to arrive at a later time However, the account was assessed additional equipment charges due to the duplication of the orders to be mailed out to the correct address Therefore, Ms [redacted] request that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaintAs stated in our initial response, based on the information provided, we are currently investigating Ms [redacted] account concernsUpon the conclusion of our investigation, we will follow up with Ms [redacted] directly and provide her with our findings and resolutionWe apologize for any inconvenience this matter may have caused Ms [redacted] We appreciate Ms [redacted] for taking time to provide details of your experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We spoke with Ms [redacted] and relayed the aforementioned information to her Ms [redacted] expressed her understanding If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-####, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

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 complaint of [redacted] submitted on May 8, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed her concern with the lease charges reflected on her invoice after she upgraded her device to an iPhone plusMs [redacted] further stated that her March through May monthly invoices reflected an extra lease charge for the iPhone 6S associated with line ending [redacted] that she returned to Sprint due to the lease not being cancelledIn addition, Ms [redacted] advised that she incurred data overages for lines ending [redacted] & [redacted] and she disputes the charge due to her using wifi at her home and work As a result, Ms [redacted] requested that Sprint review this matter, cancel the lease, and adjust her account accordingly 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 we received the iPhone 6S device on May 1, Accordingly, we canceled the lease agreement and applied a $credit to Ms***’ account to offset the lease purchase price and a $credit for the lease cancellation charge The adjustments will appear on Ms***’ May 31, 2017, billing statement On May 2, 2017, we spoke to Ms [redacted] regarding her data overage concernsDuring the call, we explained how to connect to wifi, and she confirmed her device was connected to that serviceAs a courtesy, we offered and she accepted a $adjustment to offset the data overages incurred by lines ending [redacted] & [redacted] that are reflected on her March 3, 2017, and March 31, 2017, invoices In addition, due to any possible miscommunication that may have occurred, on May 19, 2017, and we applied a credit of $to offset the activation fees and late fees reflected on her March 3, to May 1, invoicesThe adjustments will appear on her May 31, 2017, invoiceMs [redacted] expressed her satisfaction with the resolution provided We appreciate Ms***’ taking time to provide details of his experience with our Retail Store location and Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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

[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:The " executives " at Sprint don't understand or do not care about customer service, I have explained to at least five (5) "executives" about how my mother and I were treated by an unprofessional, rude, racist, and ignorant individual that represents this companyWho did intimidated us and cause fearand attacked us , after I asked to talk to a manager because we were ignored for minutesThe response is that "they would not take any actions against this person" I do not accept this response because simply does not resolve any future complaints from other clients , this person will continue to insult and intimidate and attack "other " clients Regards, Leo E [redacted]

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] P [redacted] Sprint Account—xxxxx [redacted] Sprint Case – [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she stated that she returned her iPhone 6s device to Sprint via a return kit that she received in the mailHowever, she was billed for the acceleration fee for her Installment billing Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased We confirmed the receipt of Ms [redacted] ’s returned equipment and found that the equipment charges had been adjusted on March 30, Additionally, we also adjusted $as a one-time courtesy to offset the cost of her activation fee and two months of service With this credit, Ms [redacted] ’s current account balance is credit of $ If we may be of further assistance with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Tuesday through Saturday 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: I was told by numerous supervisors that my bill isn't due until November 30,and that my account with sprint was a -$or -dollars up until the day before sprint was drafting out to much my bill isn't due until the 30th of each monthWhen I spoke to John one of Sprint's Executive I was not pleased with him to which he wasn't understanding and I felt as if he is about getting money than resolving an issueI refuse to work with this man due to not understanding where I am coming fromI am waiting to be contacted by someone else who is about working with people and understanding themI will continue to reflect this matter until I get an explanation to why I am getting different answers to which my bill isn't due as I already explainedSprint told me not to worry we owe you and the bill is not due until NovemberPlease investigate my account and notes in my account and any recording if Sprint did record the conversationsI want to be reinsured that my phone will not be turned off due to this matter and that I did not pay for October 30,to which I already stated when I was told the bill is due Regards, [redacted]

December 24, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Subject: billing, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing Ms [redacted] 's concerns to our attention In the information received, Ms [redacted] expressed her dissatisfaction with multiple increases in her monthly price plan rates, citing that she was not advised until recently that her chosen rate cost would vary based on the number of active lines associated with itShe further advised that we have not met the resolution offer presented to her by a member of our Customer Care management team in October Ms [redacted] requested that we cancel contractual obligation with us with no cancellation charges We regret any misunderstanding that may have occurred related to our Framily Plan, which has been active on Ms [redacted] ’s Sprint account since August 1, However, the terms of that rate plan, which were provided to Ms [redacted] during the sales process and again on August 14, 2014, during a device upgrade at another Sprint store, clearly stipulate that her services were attached to a Framily Plan with a unique identification number (Framily ID) that can be provided to up to ten participants and that the monthly charges for each participating line of service can vary dependent upon the number of members attached to that unique Framily IDAs such, as individual lines of service moved away from the Framily ID associated with Ms [redacted] ’s services, the monthly cost for each remaining line of service was increased, pursuant to the terms of the promotional plan Our research revealed that Ms [redacted] escalated her billing concern to members of our Customer Care management team on October 10, 2015, and that we reached an agreed resolution at that time wherein Ms [redacted] changed her price plan to our Gigabyte Family Share Plan with a Tablet line share option for $per month plus applicable taxes and surchargesOur records further reflect that Ms [redacted] was correctly invoiced for that service plan, as referenced on her November invoice; however, that invoice also reflected her $monthly installment charge for her iPhone 5C device that purchased via our Sprint Easy Pay option on August 14, 2014, which was not incorporated into the quoted service plan price discussed on October 10, During our conversation with Ms [redacted] on December 15, 2015, we explained the details outlined aboveIn addition, although we were unable to identify any error on the part of Sprint in her billing concerns, we offered to offset the remaining Early Termination Fee and Sprint Easy Pay installments in exchange for the timely return of the two devices associated with her Sprint account, in good condition to our possessionMs [redacted] declined our offer but requested that we provide an additional $refund of her payment for services rendered from November through December 27, Regrettably, we respectfully declined Ms [redacted] ’s refund request due to her having used our services during the referenced time frameMs [redacted] contacted us again on December 23, 2015, and accepted our proposed offer While we regret the loss of Ms [redacted] ’s business, we agreed to send shipping packages containing prepaid shipping labels to facilitate the return of her referenced devices to us within the following daysUpon confirmation of our receipt of that equipment we will apply credits to the account to offset the Early Termination Fee, and remaining installment balance If we can be of any further assistance in this matter, or if Ms [redacted] would like to reconsider and maintain her services with us, you or she can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from a.mto p.m., Central Time, Monday through Friday Sincerely, Stan S Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: As stated before I still consider being charged for these phones after returning them is unfair Especially because Sprint is going to refurbish these phones and resale them and I'm still being responsible for something I don't haveAnd Mrs Tarhera wanted to give me the scenario of leasing a car and turning it in and still being responsible for the paymentWhat she's not aware of is that when you have a car that there is constant complaints about and is considered a lemon as this phone service is your not obligated to pay for that vehicle according to the lemon law...so being that I had complained about this service from the beginning I dont mind paying the amount thats due for the service but im not paying for phones that im returning to be resold Regards, [redacted]

[redacted] Revdex.com: ---------- Forwarded message ----------From: [redacted] ***< [redacted] >Date: Fri, Feb 5, at 4:AMSubject: Complaint [redacted] - SprintTo: " [redacted] " < [redacted] >RE: [redacted] Problem has been resolved with SprintThank you so very much for your help[redacted]

April 19, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] disagrees with her billing She requested compensation to her account and for her billing issues to be addressed We spoke with Ms [redacted] s on April 11, 2017; at that time she stated that she never requested TEP on her phone number She stated that she recently realized that she has been charged for almost a year for the service and is requesting credit At that time, we informed Ms [redacted] s that as outlined in our Terms and Conditions of Services, customers’ must raise any dispute that they have regarding invoiced charges within days of the date of the invoice, or they have accepted the charges Additional information can be viewed on www.sprint.com Upon upgrading her device Ms [redacted] s was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her monthly charges on Sprint’s part during the upgrade her device In accordance to Sprint Terms and Conditions of Services as stated above, as an amicable resolution, we offered to cancel the Total Equipment Protection plan option effective April 11, and applied a courtesy credit for months’ worth of TEP charges She accepted, and we applied a one-time $credit as a goodwill gesture She confirmed satisfaction with our resolution We appreciate Ms [redacted] s taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] s’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] s may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] s can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

---------- Forwarded message ----------From: [redacted] >Date: Thu, Feb 23, at 6:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint [redacted] .To: Revdex.com Hi,The issue has been resolved by the company.Thank you, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:as is illustrated on the attachment the bill for this month still reflects the two I phonesThe representative of Sprint was to remove the extra charge until the situation correctedThe charges were not removedThe bill still reflects the disputed charges Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I filed a complaint on 5/24/id# [redacted] they said tryed contacting on may 30,and june got the letter on june and an email on june 8thTryed calling them on 6-12-left an voice message never called backphone number ###-###-#### ext ***so I called back on the 15th of june no aanswer againso called back and got some women.Alls she keep saying take it to a sprint storeI told her we always take them to the sprint storeLast time I tpp my I 6plus the guy cracked and said I couldn't send it apple cause it was cracked and he did itShe said do you have proof, how would you get proof? She made me very upsetShe did not resolve anything for me and I am paying for junk I told her every phone I get it works for a little bit and then it starts messing upNothing got resovlved I just got more upsetTranslate Desired Resolution / Outcome Desired Resolution: -- Select your Desired Settlement -- select Desired Outcome: I just want my money back and get phone service from somewhere elseI am tired of arguing with them Regards, [redacted] ***

September 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: On September 14, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] *** According to the information provided, Ms [redacted] states that her online account indicated that she was eligible for the Buy One, Get One Samsung Galaxy Soffer; however, she was advised that her line is not eligible Ms [redacted] is requesting that we honor the offer We appreciate your assistance in bringing Ms***’s concerns to our attention On August 15, 2016, customers that purchase two or more Samsung Galaxy Sor SEdge devices with an eligible lease or monthly installment agreement received a monthly service credit equal to the lesser monthly payment For existing customers, their line must be upgrade eligible and a new line is required for the second device to qualify This promotion ended on September 22, We regret any inconvenience Ms [redacted] may have experienced as a result of this matter On September 14, 2016, Ms [redacted] spoke with [redacted] Ofrom our office regarding her concerns Although Ms***’s line ending in [redacted] was not eligible for an upgrade, we reset the upgrade eligibility on this to allow Ms [redacted] to take advantage of the offer as a one-time courtesy and to resolve this matter Our records indicate that Ms [redacted] upgraded her line and added a new line to her account in accordance with the Buy One, Get One Samsung Galaxy Soffer on September 14, If additional assistance is required, Ms [redacted] can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-#### We are available Monday through Friday between a.mand p.m., Central Time Sincerely, Susan FExecutive Services Analyst

July 5, 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 above-referenced complaint of Ms [redacted] *** Thank you for forwarding our customers concerns to our attention In her inquiry, Ms [redacted] indicated her bill was $per month, but increased to $280, and she canceled her service as a result She was leasing her devices and stated we refused to allow her to return the devices as they were damaged, and she was billed $1,Ms [redacted] is requesting assistance with these matters We reviewed Ms***’s account and confirmed she had four lines of service Furthermore, the devices on three lines of service were purchased via lease One line of service was an iPad purchased via installments We confirmed her cost of service dispute of $was previously addressed and resolved Our lease program allows customers to purchase an eligible device and the customer is billed a monthly lease charge for the device If a customer terminates the lease early, the remaining lease payments are due immediately and a customer must return their device or will be required to pay the purchase price option amount outlined in the lease Ms [redacted] canceled her lines of service associated with leases As a result, she was assessed a lease cancellation fee and End of Lease (EOL) purchase price for each line If a leased device is damaged and it is returned, the customer is assessed a damage fee per the lease terms During our conversation with Ms [redacted] on June 26, 2017, we discussed the lease and accelerated device charges for each of her lines of service Phone number ending [redacted] was leasing an iPhone and she was assessed a $lease cancellation fee and $EOL fee We issued credit of $towards her cancellation fees, and the new cost is $ On her iPad line of service purchased via device installments, it was assessed $accelerated device fee She indicated her new service provider will be reimbursing her the fee She requested that we mail her a copy of the April invoice, which she did On line of service ending ***, she indicated this device had a cracked screen She was assessed a $lease cancellation fee and $EOL fee As a gesture of goodwill, we issued credit of $towards her cancellation fee, and the new cost is $ Last, on her phone number ending [redacted] it was assessed $lease cancellation fee and $EOL fee She stated she did not have this device anymore As a gesture of goodwill, we issued credit for $ We were unable to identify a Sprint billing error Ms [redacted] was assessed the lease cancellation fees and accelerated device charge according to her purchase terms The credits applied towards these fees were as a courtesy only In addition, we will allow Ms [redacted] days to pay off her account balance We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs 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, Ann HExecutive 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 I have called Terrance time and left voicemails for him to call me back and he has still not called me back and u have proof I have called him also where he said they have reviewed my bull and it's before taxes well if he would read my complaint I was told when U signed up it would be AFTER TAXES AND EVERYTHINGSo he has not resolved anything just avoiding me.I Complaint: [redacted] I am rejecting this response because: Regards, [redacted]