Sprint Corporation

May 16, 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 of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’ complaint, her Apple device recently malfunctioned and she was not able to obtain a replacement device until recently Ms [redacted] advised that the device hasn’t been used in approximately one month and she is seeking a credit for the monthly service charges Additionally, she advised that she has not received the contract buyout promotion for switching services to Sprint We contacted Ms [redacted] and spoke with her regarding her complaint We advised that, as a goodwill gesture, credits totaling $were applied to her account on May 10, 2017, to offset one month’s service charges because she was unable to use the service due to the defective device We also explained that the Switch to Sprint promotion, which provides reimbursement of the cancellation fees from her former carrier, required registration within days of activation at www.sprint.com/jointoday and a copy of her final billing from her former carrier must also be uploaded during the registration process; however, no registration was located for Ms*** Ms [redacted] advised that she believed the retailer was going to complete the registration for her Nonetheless, although that promotion is now closed, we asked Ms [redacted] to provide us with a copy of her final billing from her former carrier that reflects the cancellation charges for the line she ported to Sprint so that we can determine what options are available to resolve Ms [redacted] advised that she would send that information to us if she decides to pursue the matter Our offer to review this matter and process the noted promotion, if applicable, will be available to Ms [redacted] until May 31, We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service department 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***’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms*** If she 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

June 1, 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 filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she believes Sprint has billed her incorrectly for a $access fee As a result, she is requesting that Sprint review this matter 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 website at www.sprint.com have not deviated from the published information We regret any possible misunderstanding regarding the access fee billed to her account for wireless line ending *** During our conversation with Ms [redacted] on June 1, 2017, we confirmed that per the terms of her current service plan, a $Phone Access Charge per line is accessed to customers that purchase a new device under Sprint’s two-year service agreement Therefore, when she upgraded the device for wireless line ending [redacted] on April 21, 2017, her bill increased by $ Ms [redacted] can find the full details of this plan, as well as all of our current plans, at www.sprint.com Mr [redacted] has the option to change his service plan at any time The change will become effective at the start of his next billing cycle As a result of our review of this matter, we were unable to identify a Sprint billing error As a result, the service plan charges, including the $Phone Access Charge, are valid and payable to Sprint As a result, we must respectfully decline Ms [redacted] ’s request to remove the disputed charge However, in an effort to address this matter amicably, we offered to apply credits totaling $to her account to offset a portion of the incurred cost for twelve months of her service agreement Ms [redacted] accepted our offer and stated she was satisfied with our handling of the matter If Ms [redacted] has any additional concerns regarding this matter, she can contact our office toll free at ###-###-####, ext*** I am available Monday, through Friday, from 7:a.mto 4:p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX***, Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with our not providing a refund of amounts owed to him when he canceled his Sprint services within our Satisfaction Guarantee period Mr [redacted] requested that we provide a refund of the $payments withdrawn from his bank account and $for the value of the device from his previous provider that was turned in to us as part of a promotional offer and that we cannot return to him We regret the circumstances that led to the cancellation of Mr [redacted] ’s Sprint services, as well as any misunderstanding that may have occurred regarding his requested refundsWe confirmed that there a refund of his $credit card payment was processed back to his bank card company on July 6, 2017, leaving his Sprint account in closed status with a zero balance We spoke with Ms [redacted] , Mr [redacted] ’s wife, on July 21, 2017, and explained the information outlined above She indicated her understanding of that information but reiterated Mr [redacted] ’s request that we return his surrendered device provide a $refund for the amount of the termination fee assessed by his previous provider for the deviceAlthough the terms of the promotion that required the surrender of that device outline that equipment turned in to us becomes the property of Sprint, we processed of $as a courtesy exception During our follcall to Ms [redacted] on the same date, we provided an update to her refund request and informed her that Mr [redacted] should receive his refund check within the next to days Ms [redacted] indicated her satisfaction with our resolution We regret any inconvenience these issues may have caused Mr [redacted] ’s or Ms [redacted] If we can be of further assistance with these concerns, they can contact me directly 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, Leland [redacted] *Executive Services Analyst

Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MsP [redacted] expressed her dissatisfaction with the monthly installment billing charges assessed on her account for accessories that was provided to her at the point of sale MsP [redacted] specifically stated that the accessories were provided to her at no additional costAs such, MsP [redacted] requested that Sprint review this matter and provide her with an amicable resolution We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 Sprint has reviewed MsP [redacted] ’s account and notes, that we have resolved her inquiryPlease be advised the Installment Billing Agreement that was established at the point of sale for the accessory items was cancelled on November 29, and all disputed charges have been credited to MsP [redacted] ’s accountWe spoke with MsP [redacted] on December 11, 2017, and relayed the aforementioned informationMsP [redacted] confirmed her satisfaction with this resolution

[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 payment that was drafted from my account in the amount of $was drafted by someone doing an online chat with sprint (not myself) and when sprint asked them which card to draft, they responded just not the [redacted] card, but NEVER confirmed or gave MY CARD NUMBER, which was the card draftedI was able to obtain a transcript of this chat by calling and speaking with someone elseSo them saying that we were both on the line for this payment was and is a flat out lie on their behalfNor have they tried calling me back to discuss thisI spoke with someone ONE time and they were going to review this and call me back, and I have not been contacted back to this day from themI am really more irritated than when this startedThey drafted money in feb, reveresed with no problems, yet we never received the refund we were promised was mailed, and now they are flat out lying about this payment and how it was authorized Regards, [redacted]

According to the information received, Ms [redacted] stated that he was quoted a monthly rate of approximately $ However, her invoice has exceeded the quoted amount According to Ms [redacted] , she was offered a Lease One Get One (LOGO) Free as part of a promotional offer for her upgraded iPhone device She also states she was advised that she would receive her employer discountHowever, her account did not reflect the creditMs [redacted] requested that Sprint review this matter 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 website at www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes In order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should the validation process not be completed the account will not receive the discountFurther, as stated in the Terms and Conditions of the Sprint Works Program, not all service plans are eligible for discount Upon upgrading their devices, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchases and all other applicable fees and chargesFurthermore, we were able to locate signed copies of the electronic service agreement which includes a description of the charges in question and the monthly credit depicted of $27.09, which indicates that the discount will may not reflect on the invoice of to billing cyclesBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of their current devices Upon receipt of Ms [redacted] ’s complaint, and authorized user on the account, we forwarded her complaint to our retail management team who contacted Ms [redacted] Dixon directly and addressed her concernsFurther, Ms [redacted] was advised her employer discount will not be applicable with the price plan currently on the accountMs [redacted] was contacted on September 11, and confirmed her 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 level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

January 12, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry Sprint Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry of Mr [redacted] to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attentionIn his inquiry, Mr [redacted] indicated that he has been experiencing issues with his Assurance Wireless handsetHe further indicated that he was promised a replacement device, but never received oneAs a result, he requested that he be provided with a working device During our discussion with Mr [redacted] on January 6, 2016, we explained that our records reflect that although there was an order placed for a replacement device, the delivery could not be completed by the carrier due to an issue with the address providedWe contacted FedEx and updated the delivery address so the delivery could be completedUpon receipt of the device, Mr [redacted] contacted us on January 11, 2016, and advised that he was not satisfied with the device he received as the buttons are too small for his useAs a result, we agreed to exchange the device for a ZTE Quest and an order was placed that dayWe verified that the ZTE Quest was delivered January 12, Mr [redacted] agreed to contact our office if he has any issues with the activation of his device We regret any inconvenience these matters may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly 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, Tekiesha H Executive Services Analyst

July 7, To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention In his inquiry, Mr [redacted] indicated that although he linked his mother to a Family Plan and paid for services Boost Mobile was unable to activate his mother’s device without a $fee He requested compensation totaling $for the plan costs, activation fee, and costs incurred by securing services for his mother with a new provider We spoke with Mr [redacted] regarding this matter on July 7, 2016, and explained that due to an inadvertent error the Family Plan was not configured correctly, which led to the issues he reported Due to the inconvenience this matter caused Mr [redacted] we applied credits totaling $to his Boost Mobile account He expressed his satisfaction with our handling of his concern We regret any inconvenience this matter may have caused Mr*** If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

May 25, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced supplemental complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once again In her rebuttal, Ms [redacted] disputed information outlined in our response to her initial filing, advising that the original promotional offer was Buy one Galaxy Note and get one Samsung Galaxy Edge free She also reiterated that she never agreed to lease devices She stated that a one-time lump sum credit offered to offset the service credit towards the monthly lease charge was not accepted, also that she has overpaid for her serviceMs [redacted] mentioned her coverage issues and our attempts to address it She requested her concerns be handled by an attorney We regret that Ms [redacted] remains dissatisfied with our resolution to her concerns However, based on our review of her inquiry and our records, we remain confident that her issues have been fully addressed As outlined in our response to her previous filing, the account reflects that Ms [redacted] subscribed to the percent off [redacted] Mobile Share Plan with 16GB of data, including unlimited talk, text, with $per line per month Auto-pay discount, until January 31, Furthermore, we confirmed Ms [redacted] ’ account was originally properly configured for device purchase eligibility for the promotional BOGO offer; however, due to the manufacturer recall and her return of the Samsung Note device, the required code was removed We also located a signed lease agreement on fileTherefore, we sustain our resolution to credit the monthly lease charges on previous invoices and apply a one-time lump sum credit for the remaining lease commitment balance In addition, upon account review, there was no contract buyout registration on file, neither do we have a detailed invoice from her previous provider in order to process the promotional offer During our May 15, 2017, conversation with Ms [redacted] , we discussed the information outlined above and our previous response Regrettably, she was unable to continue our discussion in detail, and our subsequent attempts to contact her were unsuccessfulMs [redacted] was provided days from the date of the previous response to contact us and accept the aforementioned resolutions However, we have not received her return call We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] RExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case – [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Mr [redacted] expressed his unfavorable customer experience while attempting to resolve an issue with billing on his Sprint account He stated that he did not agree to being billed an Early Termination Fee (ETF) Mr [redacted] stated that he was assessed the referenced fee after turning in and upgrading his previous device Mr [redacted] also stated that as part of the promotion he was to receive a Samsung Gear VR Headset, which he has not received As a result, he requested that he be refunded the $in fees After review of Mr***’s Sprint account, our records show that on June 2, 2016, Mr [redacted] entered into a month Lease Agreement for his device He elected to upgrade early on April 15, 2017, and as a result, was assessed $in early accelerated lease charges Our records also confirm that Mr***’s previous device was returned to Sprint on April 26, We regret any possible misunderstanding that may have occurred in reference to Mr***’s billing concerns We contacted him on June 28, 2017, and he advised that prior to our interaction, a member of one of our escalation teams reached out to him on June 2017, and applied an account credit for the referenced fee Mr [redacted] expressed his satisfaction with our interaction and confirmed that the billing issue was resolved to his satisfaction 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 website 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 During our interaction with Mr***, he also confirmed that he did not complete the required registration to qualify for the promotion for the free Samsung Gear VR Headset in the allotted timeframe He understands that he no longer qualifies to receive the promotional offer We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives We are continually seeking ways to improve the level of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll free at 1-855-848-3280, ext I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] T Executive Services Analyst

August 10, 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 filed by Lynette [redacted] , an end-user on Ms [redacted] ’s Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] expressed dissatisfaction with having to visit a local store to change her PINMs [redacted] cited additional concerns with the following: billing, possible upgrades, and accessing the best deals for existing customers We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on July 26, Additional attempts were made by phone on July 27, 28, and 29, all advising her we received her inquiry and would need to speak with her directly In addition, a letter was sent to her billing address on August 1, Unfortunately, we have been unable to speak with her Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] to confirm her security information so we can discuss the account with Ms [redacted] and address her complaintWe look forward to speaking with Ms [redacted] and would encourage her to contact us at his earliest convenience at number referenced below We regret any inconvenience this matter may have caused If Ms [redacted] ’ concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension *** I am available Monday, and Wednesday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] (Rebuttal) Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced supplemental complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once again In her rebuttal, Ms [redacted] ’s disputed information outlined in our response that stated that we cease collection activity on her account, due to her equipment fraud experience Therefore, Ms [redacted] requested her payment deferred We regret that Ms [redacted] remains dissatisfied with our resolution to her concerns However, based on our review of her inquiry and our records, we remain confident that her issues have been fully addressed Once you have authorized payment for services or equipment via credit card or by debiting your bank account, no additional notice is provided by us before actually invoicing the credit card or drawing funds from your bank Depending upon your overall credit history or specific payment history with Sprint, we reserve the right to require payment by money order, cashier’s check, cash, or other secured form of payment In an effort to curb administrative costs and encourage automated payment methods, you may be charged a fee if your payment is submitted with a customer service representative Additionally, we may charge an additional fee for any check or other negotiable payment method endorsed and/or provided by you which is returned unpaid by a financial institution for any reason We spoke with Ms [redacted] on June 7, 2017, and provided her the information above In addition, she was informed her that we could not stop the payment on a check she already mailed in She was advised to contact her financial institution She understood; however, the $check payment was received and posted to her account on June 9, Subsequently, Ms [redacted] requested the refund of the $111.01, therefore a refund check of the same amount was processed to be received by mail in 7-days After processing the refund her account was brought to a zero balance Ms [redacted] understood and accepted our resolution We regret any inconvenience this matter may have caused If Ms [redacted] would like to further discuss this matter, she can contact our office toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

January 26, 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 Based on the information received, Ms [redacted] stated that she visited a third-party store and there was an advertisement in the store offering 50% off the [redacted] devices She stated that when she attempted to purchase the devices, she was advised the promotion had expired She stated that she contacted our Customer Care department requesting that the offer be honored since the advertisement was still up in the store and was advised that the promotion had ended She is requesting that she be able to take advantage of the promotion Our Marketing Department works diligently to ensure that our website, brochures and marketing materials are accurate and contain the information that will allow customers to make informed decisions regarding Sprint service We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding the above-referenced promotionWe appreciate her feedback regarding this issue and the details of her experience have been forwarded to the appropriate managerial staff empowered to make changes in this area We spoke to Ms [redacted] on January 24, 2016, and provided her with the above-referenced information In an effort to reach an amicable resolution, we offered and she accepted an account credit in the amount of $ She stated that she considers the issue resolved to her satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

January 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX1737, *** *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, submitted on December 20, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she states that she experienced dropped calls, inability to access the web, and was not receiving her text messagesShe states that she switched to another carrier and contacted Sprint to obtain her final bill and was told that she would receive it within hoursShe further states that she had to call back as she did not receive her bill and was advised that the bill would not be available until the end of her billing cycle on January 8, She states that she should not owe a balance in January as she cancelled her services on December 13, As a result, Ms [redacted] is requesting a final bill outlining itemized chargesWe spoke with Ms [redacted] on December 17, 2017, regarding her concernsWe explained Sprint advertises and provides services in monthly increments If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan Our records reflect that Ms [redacted] ported lines ending in and on December 13, 2017, resulting in the cancellation of her serviceAs a result, Monthly Recurring Charges (MRC)for service were not billed beyond that date and will reflect on her January billing statement along with taxes, surcharges and additional feesMs [redacted] understood the information provided We 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 Ms*** 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, LaToyaP.LaToya PowellExecutive 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 would like for y'all to put dollar credit on my accoint Regards, [redacted]

Tell us why here...April 6, Revdex.com Ward Parkway, Suite Kansas City, MO [email protected] Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] ***, submitted on March 31, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive her two $Referral Reward Cards for the two customers that she referred to SprintMs [redacted] also stated that she had an unfavorable customer service experience while attempting to resolve this matterMs [redacted] requested that Sprint review this matter and honor the Referral program Sprint has reviewed Ms***’s complaintSprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activatedNew referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreementAdditionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible According to our records, Ms [redacted] established phone numbers ending in [redacted] and [redacted] on January 29, At that time, she activated devices via Sprint’s Leasing programWe have investigated Ms***'s concerns and confirmed that the registrations were done correctlyHowever, both the customers were denied since the referee first activated her account before the new referral, the referred customer must unlock the offer which is sent by the referrer first prior to opening a Sprint account and activate the linesCurrently, Sprint’s Promotion group is further investigating this matter, which will take to business days We spoke with Ms [redacted] on April 5, 2017, and relayed the aforementioned information to herTo satisfactorily resolve this matter on April 5, 2017, we applied a one time courtesy adjustment of $in exchange for the two $American Express Reward CardMs [redacted] expressed her satisfaction with the resolution provided to her We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial teams for further review We regret any inconvenience these matters may have caused Ms***If Ms [redacted] has any additional concerns related to this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext.####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Vanessa [redacted] Executive Services Analyst

April 26, 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 9, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernsMs [redacted] expressed her dissatisfaction with the inability to receive her final detailed billing statement, after she ported-out phone number ending in [redacted] to another wireless service provider effectively cancelling her services with SprintMs [redacted] requested that Sprint review this matter and provide her with a copy of the final detailed billing statement Sprint has reviewed Ms***’s complaintOur records indicate that Ms [redacted] visited a local Sprint Retail Store location with the intent to upgrade the device associated with phone number ending in [redacted] on January 11, At that time, she purchased a Samsung Galaxy SEdge Plus device via Sprint’s Monthly Installment Billing programAdditionally, Ms [redacted] added a line of service ending in [redacted] to support the use of a Sprint AIRAVE device that was issued to her at no additional cost toward assisting with signal reception issues on September 20, Lastly, Ms [redacted] established phone line ending in [redacted] and purchased a Samsung Galaxy Tablet device Sprint’s Monthly Installment Billing program on April 22, After further review of our records, Sprint confirmed that Ms [redacted] ported-out phone number ending in [redacted] to another wireless provider on January 11, 2017, effectively cancelling her services with Sprint; however, her lines of services associated with phone lines ending in [redacted] and [redacted] were not ported-out and there was no request to cancel servicesAdditionally, Ms [redacted] contacted Sprint’s Customer Care department on February 14, to request a final billing statementAs stated in our Terms and Conditions of Services, Sprint bills in monthly incrementsIf a customers’ device is suspended due to being lost/stolen, they are still responsible for the monthly charges and any equipment agreement associated to that line of serviceUnfortunately, the most recent billing statement prepared as of February 14, 2017, would not have reflected the applicable equipment cancellation charges We spoke with Ms [redacted] on April 11, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Sprint had offered to provide a copy of Ms***’s billing statement to be sent via mail; however, she did not agree with the $reprint fee charged by SprintWhile on the phone with Ms [redacted] we addressed her remaining lines of services currently suspended due to nonpaymentMs [redacted] remitted a payment of $in order to satisfy the terms of her respective Installment Billing Agreement associated with the line of service ending in [redacted] and we arranged a return kit for the Sprint AIRAVE 2.5+ device associated with phone number ending in [redacted] and scheduled the cancellation of the remaining lines of services associated with phone line ending in [redacted] and [redacted] for the end of her current billing cycle on May 7, In order to provide an amicable resolution and closure for this matter, Sprint agreed to provide a reprint of the most recent March billing statement and waive the $reprint feeWe scheduled an additional follow up contact attempt regarding the scheduled cancellation of the lines of services associated with phone lines ending in [redacted] and [redacted] on May 7, Ms [redacted] confirmed she was satisfied with our resolution and had no further concerns We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes 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 ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

April 20, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate you bringing this matter to our attention In Ms [redacted] ’s complaint, she stated that she received an offer to upgrade her device to the iPhone at a discountMs [redacted] stated that when she attempted to take advantage of that offer online, she was unable to do so Ms [redacted] requested that we honor that offer During our conversation with Ms [redacted] , she confirmed that she was able to upgrade to the iPhone at the discounted rate We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our customer service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If Ms [redacted] has any further questions regarding his matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

February 12,, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint accountWe appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] is disputing the outstanding equipment lease charges on his account because he does not received adequate data coverageHe cited that although he was offered the option to return the devices and receive partial credit for the charges, he is unable to trust that will happen because he was incorrectly informed that the purchase he initiated with monthly installments would be changed to a two-year discount purchase after he remits sufficient payments to add up to the two-year price of $per phone; however, he was later advised that Sprint would not honor that change We are pleased to advise you that we spoke with Mr [redacted] and reached an amicable resolution for his concernsWe applied one-time credits totaling $to his account to offset one month’s service charge, and we mailed a return kit to him on Monday, February 8, 2016, to facilitate the return of all three of his devicesAdditionally, we agreed to accept his payment of $and upon confirmation of the return of each of his three devices within the next days, we agreed to waive the remainder of the corresponding accelerated equipment charges he incurred totaling $1,Mr [redacted] confirmed that he satisfied with this resolution and he will return the devices and remit his $payment We advised Mr [redacted] that we regret any inconvenience that this matter may have causedIf I may be of further assistance, Mr [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto p.m., Central Time Sincerely, Clara C Executive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on May 25, 2016, regarding his account concern We are confident his issue has been addressed and resolved In his inquiry, Mr [redacted] indicated he ported two lines of service to another provider He had one remaining line of service still active He called to cancel it and was told he would have to wait until the end of the billing cycle During his call to our customer service department, he asked about his balance and cancellation fee and was provided with an amount When he received his next invoice, his balance was much higher than quoted As a result, he is requesting we review the matter We reviewed Mr***’ account and confirmed phone numbers ending in [redacted] and [redacted] ported out on April 30, The tablet line of service ending in [redacted] was canceled on May 12, Our records indicate Mr [redacted] called our customer service department on May 12, 2016, as this was also the last day of his billing cycle His final invoice had not yet generated and it takes three to five days before the new bill posts As a result, the balance he was provided did not include all cancellation fees We reviewed Mr***’ invoice dated May 16, We did identify a billing error on phone number ending in *** He was charged for additional minutes used when his plan included unlimited voice calls As a result, we applied a credit of $to his account In addition, we confirmed he was billed an Early Termination Fee of $ Mr [redacted] previously paid his installment balance on his tablet of $and a partial payment for his lease cancellation charge Consequently, his new account balance is $ He accepts the balance and indicated he was satisfied with the resolution We regret any inconvenience Mr [redacted] may have experienced as a result of this matter 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