Sprint Corporation

January 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns once more Based on the information provided in her inquiry, Ms [redacted] advised that she did not want to accept our offer to have her return her phone in exchange for us canceling the associated Installment Billing Agreement because that would leave her without a device As a result, we will review this matter once again During our telephone conversation with Ms [redacted] on January 9, 2018, she expressed her dissatisfaction with her current phone At that time, we explained to her that all new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their devices against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty Because Ms [redacted] does not subscribe to TEP, if she is experiencing issues with her device, she should take the equipment to one of our authorized service and repair centers for diagnostic testing At that time, if it is determined to have a manufacturer’s defect and is still within the limited one-year manufacturer warranty period, she should send the device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] will be responsible for shipping charges and may incur additional costs if the manufacturer determines that the device issue is not covered by their warranty Upon our review of this matter, we have been unable to identify a Sprint error; however, we confirmed that Apple, the device’s manufacturer, has replaced Ms [redacted] ’s phone with a new device in an effort to address her device concerns Regrettably, Ms [redacted] declined to take the phone back to the manufacturer for further assistance If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, if the warranty period for the device has expired, or if the customer does not want to send her device to the manufacturer, she has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $75; or, if the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Regrettably, Ms [redacted] also declined to take her phone to a Sprint service and repair center for further assistance Although we were unable to identify a Sprint error related to this matter, as a final offer, and as a one-time exception, we previously offered to accept the return of Ms [redacted] ’s device in good condition In exchange, we would cancel the Installment Billing Agreement associated with the device and make her eligible for device upgrade Regrettably, Ms [redacted] also declined this offer We value Ms [redacted] as our customer and regret that she remains dissatisfied with the resolution offers that have been extended Device issues must be physically diagnosed, and without enrollment in TEP, obtaining assistance from the manufacturer (if the device is still under warranty) or paying the applicable service and repair fee to have a Sprint diagnose the problem are the only two courses of action available to her since she declined return of the device in good condition for upgrade eligibility reset Accordingly, we must respectfully decline her request for a new device at no cost However, we have extended the deadline for our final offer until February 1, If Ms [redacted] needs further assistance, or would like to accept our offer, she can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that he filed a claim to replace his device, and he told he would be able to keep the deviceHe further advised that he has been trying to close the Sprint account, but he is being told he will need to return the deviceMr [redacted] is requesting that we allow him to keep his replacement device, or that we refund the deductible he paid for it We regret any frustration that Mr [redacted] may have experienced regarding the device issue We attempted to contact Mr [redacted] via the e-mail provided, [redacted] @gmail.com on April 7, 10, and 17, 2017, to discuss his complaint in detail, but we were unable to reach himWe also mailed a letter to the address on file on April 11, 2017, asking Mr [redacted] to contact us 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

February 1, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: 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 in Ms [redacted] inquiry, she believes that she has been misinformed regarding Sprint’s Lease ProgramAs a result, she cancelled the lease agreement on wireline line ending ***She later requested that the lease agreement be resumed, however; she has since been billed a lease cancellation charge and the remaining device purchase amountShe is requesting that Sprint credit her account for these charges We regret any possible misunderstanding that Ms [redacted] may have had regarding our Lease ProgramDuring our discussion with Ms [redacted] on February 1, 2016, we explained that, in our effort to provide clear communication about our features and pricing, Sprint publishes an overview of the programs, and our retail brochures, displays, partner stores, and web site, www.sprint.com, have not deviated from the published information Our records reflect that on January 22, the lease agreement for wireless ending [redacted] was restored and credits totaling $were applied to her account to offset the disputed charges incurredAlthough Sprint has been unable to confirm that an error occurred, in an effort to eliminate a source of customer dissatisfaction, we applied additional credits totaling $to her account on February 1, Ms [redacted] expressed his satisfaction with this resolution We assure Ms [redacted] 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 customerMs [redacted] ’s comments have been referred to the appropriate management team for review and possible implementation of changes, where necessary We regret any inconvenience Ms [redacted] may have experienced and appreciate her businessIf 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 J Executive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] G [redacted] / [redacted] Repairs Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he is seeking a $2,refund from Sprint for equipment costs and promotional offers he indicates were never fulfilled during his brief tenure with Sprint Based on the information received from Mr [redacted] , he also states that he had an unfavorable customer experience while attempting to address his concerns We regret the circumstances that prompted Mr [redacted] ’s complaint We contacted Mr [redacted] and discussed his dispute in detail Mr [redacted] advised that Sprint did not honor the buyout promotion to reimburse him for the $in cancellation charges he incurred from his former carrier for switching to Sprint We explained that our records indicate that the buyout promotion was honored as he was provided a $buyback credit for turning in his former carrier’s device and a $prepaid reward card was mailed to him, which he received, for the difference in accordance with the promotion Mr [redacted] advised that he believed the $reward card he received was reimbursement for accessories he purchased However, we explained that the terms of the buyout were outlined in detail upon registration for the offer, which did not include reimbursement for accessories As a result of our findings, we respectfully declined Mr [redacted] ’s request to process an additional reward card Mr [redacted] also advised that he was also promised a prepaid reward card for each line he activated with Sprint based on a referral program Sprint was offering at the time We advised Mr [redacted] that the Sprint Referral Rewards Program available when he activated services in September did not include business accounts As a result, his registration for this offer was denied As such, we are unable to fulfill an offer for which he was never eligible Additionally, because Mr [redacted] is no longer a customer, we are unable to consider any type of goodwill credit for customer satisfaction And last, Mr [redacted] requested a refund totaling $2,for the equipment he purchased in September Mr [redacted] canceled his account in December and paid the accelerated charges for the equipment, which was being financed with Installment Billing Agreements We informed Mr [redacted] that although he is outside of the Sprint Satisfaction Guarantee time period, we will accept the return of the devices in like new condition and issue a refund to his account for the accelerated charges he paid totaling $1,954.67; however, Mr [redacted] advised that he no longer has the equipment because he turned it in to his new carrier As a result, we have declined his request for a refund We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service department and retail teams We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review While it is our goal to resolve all issues to a mutual satisfaction, Mr [redacted] ’s desired resolution cannot be fulfilled based on the aforementioned findings If he has any further questions regarding this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 24, 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 10, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concernMr [redacted] stated that upon establishing services with Sprint, he selected Sprint’s Unlimited Freedom with the third, fourth and fifth line free promotional planMr [redacted] expressed his dissatisfaction with the charges assessed on the monthly billing statementsMr [redacted] further stated that the performance of his Samsung Galaxy JEmerge device has fallen short of his expectationsMr [redacted] requested that Sprint review this matter, honor the promotional price plan, and assist him with replacing the above-referenced device Sprint has reviewed Mr***’s complaintOur records reflect that Mr [redacted] established services with Sprint on December 8, At that time, he activated three lines of services associated with phone numbers ending in ***, ***, and ***In addition, he purchased an IPhone SE Gray 16GB device associated with phone number ending in [redacted] and an IPhone SE Gold 16GB device at discounted pricing in exchange for a two-year Service Agreement per lineFor details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fees Additionally, Mr [redacted] purchased a Samsung Galaxy JEmerge device associated with phone number ending in [redacted] on December 8, 2016, via Sprint’s Installment Billing AgreementSprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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 purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges, and all other applicable fees and chargesFurthermore, we were able to locate a copy of Mr***’s contract confirmation letter which includes a description of the charges in questionBased on our review, we were able to identify miscommunication regarding the terms of Mr***’s plan and other monthly charges on Sprint’s part during the activation of his current planAdditionally, Mr***’s Contract Confirmation letter confirms that he selected Sprint’s Unlimited Freedom with the third, fourth and fifth line free promotional plan; however, his phone number ending in [redacted] has been billed under Sprint’s Unlimited Freedom plan with $per line/month discount upon enrolling in Sprint’s Automatic Payment program We spoke with the account subscriber, Ms [redacted] on April 14, 2017, to discuss Mr***’s account concerns in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that if they are experiencing issues with the Samsung Galaxy JEmerge device associated with phone number ending in ***; we urge them to visit a local Authorized Service and Repair Center location to our Retail Store technician perform diagnostic testing on the device Furthermore, we explained that Mr***’s phone number ending in [redacted] was placed on a separate Individual price plan in errorWe advised Ms [redacted] that Sprint has modified the above referenced account’s recurring price plan to reflect Sprint’s Unlimited Freedom promotional plan and adjusted any prorated charges as a result of changing the price plan in the middle of his billing cycleSprint confirmed that Mr [redacted] has received service credits totaling $in relation to this issue In order to provide an amicable resolution and closure for this matter, Sprint offered a one time courtesy adjustment of $to offset the recurring charges for Mr***’s phone number ending in [redacted] in association with the December through April billing statements as well as the late fees indicated on the January through April billing statementsHowever, Ms [redacted] did not confirm her acceptance of our proposed offer, and has indicated that she would relay our findings and proposed offer to Mr***Should Mror Ms [redacted] wishes to accept our proposed offer, we urge them to contact the undersigned directly at the phone number below within days from the date of this response We appreciate Mr [redacted] taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mror Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

[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 suggest a solution is reached to reflect the lapse in judgement, reason and service that resulted in Sprint's monetary gain and neglect of a paying customer with no access to a phone due to the companies supply of faulty equipment purchased with a two-year service contract Regards, [redacted] S

February 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX1753, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, submitted on January 4, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she states that she added line ending in [redacted] in October and was offered the 50% off Samsung Galaxy Note promotionShe further states that she called in because she was not receiving the promotion and was advised that it will apply in January She states that she only recently learned that she is ineligible for the promotion due to the account in question is on a 50% off competitor’s price planAs a result, Ms [redacted] is requesting that the promotion that she was extended be honored, and she not be required to change her price plan We spoke with Ms [redacted] on January and 29, 2018, regarding her concernsWe partnered with store management for further investigation of her concernsManagement made several attempts to speak with Ms [redacted] to address her concernsUnfortunately, their attempts were unsuccessfulAdditionally, our office attempted to reach Ms [redacted] via phone and e-mail on February and 5, Unfortunately, our attempts were also unsuccessful Based on our findings, Ms [redacted] is ineligible for the Half Off Samsung Galaxy Note promotion as the offer excludes lines on the 50% off competitor rate plan, which is the rate plan associated with the account in questionShould Ms [redacted] want to discuss this matter further, she can contact our office directly at her earliest opportunityWe appreciate Ms [redacted] for taking the time to provide us with details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToyaPLaToya PExecutive Services Analyst

I will not accept that I ,being a year customer I cannot get a free phoneThey are the only company that will not do thatIts shameful, when the representative that I spoke with gave me that option, I was insultedI told her don't worry about contacting me back but she did anywayAgain I refuse to accept the fact that I am not customer worthy of a free phoneI not only have phone I have This is a multimillion dollar company and its not even so much the free phone anymore its the times I was hung up on and cold transferred because the customer service is terribleThe bottom line really is would they rather lose an year a month customer over an updated android phone with basic bells and whistles which probably costs the company months of my paymentsI'm not asking for an Iphone or anything of that caliber just a 32gb memory phone I can track my children's school apps on and emails etc Complaint: [redacted] I am rejecting this response because: Regards, Angenette H [redacted]

June 30, [redacted] Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Revdex.com Case [redacted] Sprint Account xxxxxxxxx Sprint Case [redacted] Dear Mr [redacted] : This is in response to the letter received by our organization on June 15, 2015, regarding Ms [redacted] ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with misinformation that she believes was provided to her when she activated a new line of service in December Ms [redacted] stated she contacted our Customer Care department regarding the charges on her billing statementAt that time, she was informed that she could lower her monthly service charges to $145; however, her next billing statement was over $Ms [redacted] requested that Sprint allow her terminate her account without penalty or honor the $per month Sprint has reviewed Ms***’s complaint and notes that according to our records, on December 30, 2014, Ms [redacted] activated phone line ending with at a discount price in exchanged for a two-year Service Agreement on the Everything Data Share 1500-minute plan for $per month for the primary line and $for each subsequent lineAs such, our Customer Care department changed the service plan on phone line from the Everything Data 450-minute plan for $per month to the aforementioned Everything Data Share 1500-minute plan On May 21, 2015, Ms [redacted] changed the service plan associated with phone line from the Everything Data Share 1500-minute plan to the Unlimited Talk and Text plan for $with Unlimited Data for an additional $per monthAt the time, Ms [redacted] was informed of the $phone access charge associated with this plan due to purchasing a discounted deviceIn addition, the service plan on phone line was not updated at this time and remained on the Everything Data Share 1500-minute planPlease note that we were unable to substantiate a conversation between Ms [redacted] and our Customer Care representative regarding her billing statement being $per month To resolve this matter, on June 23, 2015, our Customer Care department updated the service plan on phone line ending with back to the Everything Data Share 1500-minute planIn addition our Customer Care department applied a credit of $for her inconvenienceFurthermore, a refund check for $was processed to Ms [redacted] as a result of this matterWe contacted Ms [redacted] on June 24, and discussed our findingsAs such, she expressed her satisfactionWe apologize for any inconvenience this may have caused Ms*** If you have any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, or directly at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, /s/ [redacted] S [redacted] S Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just want to add that I never received any notice or document nor was I informed in any way about a spending limit charge Also the reason that I declined enrolling in the recurring automatic payment is because of other charges that weren't included in this complaint but I am trying to resolve directly with the local sprint store Once this gets resolved then I will enroll in automatic payments, I just hope this issue gets expedited before I incur further charges If not, then I will be forced to start another claim Regards, [redacted] ***

April 13, 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] expressed dissatisfaction with the level of customer service that he received from our customer care representatives while trying to resolve a device billing issue Mr [redacted] stated he traded his iPhone plus in, and upgraded to iPhone plusHe agreed to the offer where he will get a $monthly credit towards the iPhone plus; however, the additional discount off the device was not appliedMr [redacted] said he contacted customer service, and was told the credit will apply on the next invoice and it has not As a result, Mr [redacted] is requesting the credit, or that we return his iPhone plus device Our record reflects that the promotional code was added to Mr***’s account on January 3, 2017, and it takes one to two billing cycles for the credit to take effect During our April 6, 2017, conversation with Mr***, we explained the information to himMr [redacted] agreed to wait until his next invoice generatesAdditionally, we will follow up with Hr [redacted] to make sure the credit is applying We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 22, Revdex.com Ward Parkway 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 April 27, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Mr [redacted] is dissatisfied with a third-party’s ability to access his deceased daughter’s Sprint accountMr [redacted] requested that Sprint review this matter and allow him to take ownership of the account Sprint has reviewed Mr [redacted] ’s complaint Please note that our account transfer process for deceased individuals requires the person taking responsibility for the deceased’s account to validate the date of death of the account holder and complete a Transfer of Liability form Once the paperwork is received by Sprint, the transfer of liability is completed Our records indicate that Mr [redacted] visited a Sprint retail store location on April 3, 2017, and changed the security PIN on his daughter’s account However, a change of the security PIN will not prevent a validly submitted Transfer of Liability from being processed Our records show that a Transfer of Liability was completed by a third-party on April 13, The third-party properly verified the deceased’s date of death and filed a Transfer of Liability form with our Customer Care group Mr [redacted] informed our Customer Care group that he had his daughter’s Power of AttorneyHowever, Mr [redacted] declined to provide us with the necessary information, and he did not complete and return the Transfer of Liability form which had been provided to him on April 14, 2017, and again on April 17, We spoke with Mr [redacted] in May 2017, and relayed the above information to him During our call, we explained that we would allow him to activate an account in his name and submit a Change of Ownership to transfer the lines of services associated with his daughter’s account to his account This process requires Mr [redacted] to provide Sprint with documentation of his daughter’s Power of Attorney Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need and disclosing customer information unless authorized by the customer or otherwise permitted by law For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr [redacted] may visit our website at sprint.com/legal/privacy.html After thoroughly reviewing Mr [redacted] ’s concerns and our records, we have confirmed that our position regarding this matter has been addressed in accordance with Sprint policies and procedures While we regret that Mr [redacted] may disagree with our findings and position, we are confident that his concerns have been fully addressed to the best of our ability Consequently, all further inquiries regarding this matter will be met with the same response We trust this letter responds to your inquiry If we can be of further assistance, Mr [redacted] can contact the Executive and Regulatory Services Department at ###-###-#### ext., *** We are available Monday through Friday from 8:am to 4:pm, Eastern Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

August 2, 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 complaint of Mr [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that our Total Equipment Protection (TEP) program was added to his account without his authorization when he recently upgraded his equipment Mr [redacted] requested that we remove TEP and apply credits to his account for the associated chargesAdditionally, Mr [redacted] is disputing the upgrade fees assessed when he upgraded his devices and states that he is experiencing issues with his data service Our records reflect that our TEP option was canceled on both lines on July 12, Additionally, we applied courtesy credits totaling $to his account to offset the disputed charges Mr [redacted] will see these credits reflected on his next invoice Sprint implemented the Activation and Upgrade Fees to offset the operating costs associated with our services These fees are applicable for the activation of new or used devices on a new or existing line of service Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use The implementation of these fees is not intended to compromise that objective We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers The fees are disclosed as part of the purchase process We regret that Mr [redacted] ’s experience with service in his local calling area is falling short of his expectations We 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 preliminary investigation shows that the cell sites in Mr [redacted] ’s home area are operating within parameters and no impairments have been identified In order to fully investigate Mr [redacted] ’s network concerns, he will need to provide additional information We attempted to contact Mr [redacted] on July 20, 25, 31, August 1, and today Regrettably, we have been unsuccessful in our contact attempts Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN or security information is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore request that Mr [redacted] contact us at the number provided below at his earliest convenience, so we can complete the authentication of his account and discuss his concerns We regret any inconvenience these matters may have caused Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

Good morning,Just wanted to let you know sprint repair store has agreed to replace my phoneIf OKI would like to remove the original complaint and not sure how to do it

I was not there to set up the account therefore I cannot give you pin# or security number that you are asking me for If I had set the account up and signed the contract I would have that information but because this company has decided it was ok to open this account up without my permission nor my signature again I am requesting a copy of the contract I know you don’t have one with my signature which is illegal and I am sure that is why you keep giving me the run aroundYour company because of this illegal activity is now effecting my credit due to the phones that you were suppose to collect and give to ntelos The run around needs to stop and sprint needs to fix this mess now Regards, Martha G***

[redacted] < [redacted] >8:PM (hours ago)toBetterHi, Please note this has been completeThanks for your support, [redacted]

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] in response to our June 27, 2016, response to her original inquiry We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] rejected our response stated that she was not advised that the instant credits she received would go toward the down payment toward her Sprint devices and would not be included in the gift card balance Ms [redacted] is requesting that Sprint review and resolve this matter As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included and customers are responsible for paying their previous carrier During our follconversation with Ms [redacted] on July 6, 2016, we explained that our records indicate that when she activated new Sprint she selected the 50% Off Select Competitor service plan and traded in her devices at her local Sprint third-party retail location and as she indicated in her inquiry, she received a $trade in credit at the point of sale for each device Our records further indicate that she received American Express cards to cover her switching fees less the trade in credit that was provided at the point of sale Although we sustain that credits received are valid; in an effort to bring this matter to a close we offered and she accepted to provide a one-time bill credit in the amount of $which equals the amount that she states she did not receive The credit will reflect on her July invoice We appreciate Ms [redacted] taking the time to provide us with her feedback regarding our third-party retail store representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID 12298405, [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with equipment charges assessed to her Sprint account, advising that the terms of her accepted device leases and our promotional offers were not explained to her at the point of saleMs [redacted] requested that we provide a $1,refund for her disputed equipment charges or provide account credit that would bring the cost of two of her devices to free We regret any misunderstanding that may have occurred regarding the terms of Ms***’s two referenced 24-month equipment leases and our promotional Lease-One-Get-One (LOGO) offer However, as outlined in the details of that LOGO promotion, both devices associated with the LOGO promotion must remain on an active lease for the duration of the agreed-upon lease term for the promotional credits to apply We identified that Ms [redacted] did not meet that requirement, leading to her disputed charges Our records reflect that Ms [redacted] remitted payment to satisfy the charges in full for two of her four above-noted leased devices on March 16, Because she took that action prior to the satisfaction of her two 24-month leases, monthly charges for her other two leases began systematically reflecting on her account, pursuant to the terms of those leases and the promotional offerWhile we regret that those details may not have been fully explained to her at the point of sale, the information is included in the documentation presented to Ms [redacted] at the time she signed and accepted her two device leases During our August 21, 2017, conversation with Ms***, we explained the information outlined above We also informed her that the disputed charges are valid based on the terms of her device leases and our referenced promotion and that, as a result, no credit is due However, based on additional information she provided, we agreed to forward Ms***’s dispute to the management team of the retail location where she obtained her equipment for additional review We followed up with Ms [redacted] on August 21, 2017, and explained that, although the we sustain that her equipment billing is accurate, we applied service credits totaling $to her account to offset an amount equivalent to the disputed portion of her remaining device billing due to any misinformation that may have been provided to her at the point of sale Ms [redacted] accepted our offer, and she is aware that the applied credit will apply only toward her service charges, until exhausted, and that she should continue to remit equipment charge payments to her account to prevent those balances from reflecting as past-due Ms [redacted] then indicated her satisfaction with our actions We regret any inconvenience this issue may have caused Ms***If we can be of further assistance with this concern, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll free at 1-855-848-3280, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s complaint, he completed a device exchange and returned the unwanted device to Sprint Mr [redacted] states that he was informed he would not be charged for the returned device or shipping, but his invoice reflected a $charge for the returned device plus $for shipping He also states he was charged an additional $for a leased device As a result, Mr [redacted] is seeking credit for the disputed charges totaling $ We regret any inconvenience this matter may have caused Mr*** We contacted Mr [redacted] and were able to communicate with him via email We advised him that we adjusted the $equipment charge for the returned device plus the $shipping charge in dispute We also explained that the leased device charge of $was offset on the same invoice by a $equipment adjustment applied because the device is being financed through Sprint As a result, no additional credit is due to the account We appreciate Mr [redacted] for taking time to provide details of his recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr***’s input was forwarded to the appropriate managerial staff for further review We thank Mr [redacted] for being a loyal Sprint customer If he has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 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 his inquiry, Mr [redacted] expressed his dissatisfaction stating that he ordered three devices and we billed $to his debit card without explanation As a result, he requested to cancel his order and his services the next day Furthermore, he stated that although he was advised that his services were canceled, he received a bill and his payment was not fully refunded Mr [redacted] requested that we credit his disputed bill and refund the remaining $ We regret any misunderstanding that may occurred regarding Mr***’s payment and any delay in resolving his issues Our records reflect that he was billed $for the devices that he purchased and was refunded $to his financial institution on March 31, Moreover, our records reflect that he received a bill because one of his lines of service was still activate During our conversation with Mr [redacted] on March 31, 2017, we provided the information detailed above He stated that he wanted his line of service canceled, and we canceled it on March 31, 2017, as he requested We also applied credits totaling $to his account offset his charges As a result, his account is closed with a zero balance Furthermore, we refunded the remaining $to his credit card We contacted [redacted] again on April 4, 2017, and advised him that he would need to follwith his financial institution within five business days if he has not received his refundMr [redacted] was satisfied with our resolution We appreciate Mr***’s taking time to provide details of his experiences 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 will utilize this input to improve our training and processes We regret the circumstances that led to the cancelation of Mr***’s service If we can be of further assistance with his reported concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst