Sprint Corporation

February 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Martha G [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G [redacted] to our attention once more We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, MsG [redacted] indicates that she never set up the Sprint account As a result, she disputes the Sprint account and requests that Sprint provide her a copy of the agreements During our discussion with MsG [redacted] on February 10, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, MsG [redacted] can contact us at the number provided below at his earliest convenience, to complete the authentication of her account so that we can resolve her account balance concerns According to our initial review of our records, we confirmed that the above-referenced Sprint account was transitioned from MsG***’s nTelos account with an unlimited plan provisioned for two lines of serviceAs we previously indicated in our response dated January 24, 2017, our records also indicate that the account established with Sprint/Shentel has acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/Shentel after a multi-month Network transition process As part of this transition, nTelos customers in the affected markets have the opportunity to either switch to Sprint/Shentel or they may choose to go to another provider Sprint/Shentel has been offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits Affected nTelos customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, was already been sent to all affected customers Accordingly, nTelos customers with questions about their former or current nTelos or FRAWG account can contact nTelos Customer Service at 1-877-4-NTELOS (1-877-468-3567) or Prepaid FRAWG customer service 1-877-ME-FRAWG (1-877-633-7294)Customers may also dial from their device As an additional courtesy, we have referred this matter to nTelos and requested that MsG [redacted] be contacted regarding her nTelos account Additionally, because MsG [redacted] disputes the establishment of the account, we investigated this matter and our Fraud team was unable to determine that any fraud has occurred on MsG***’s accountShe previously had nTelos and her account xxxxxwas converted over to Sprint from Telos Although we were unable to complete the authentication of her account, MsG [redacted] can visit her local Sprint service center with a valid identification card and can provide her copies of the lease agreements If I can be of further assistance with this matter, MsG [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] M [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] M [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with not receiving a refund of $after returning his devices within Sprint’s Satisfaction Guarantee periodThe $was the amount that he paid when he purchased the devicesAs a result, Mr [redacted] requested that we refund him his $ We spoke with Mr [redacted] on June 29, 2017, and reviewed his account Mr [redacted] stated that he returned the Sprint devices to the store within days We confirmed that the devices have been returnedWe also confirmed that $was paid for the devices and shipping charges Based on the information received, we refunded $back to Mr [redacted] on June 29, Unfortunately the shipping charge of $is non-refundable We attempted to contact Mr [redacted] on July 6, and 7, 2017, to outline our findings but were unable to reach him Please note that banks normally post such transactions to customers’ accounts within five business days; however some institutions, such as credit unions and smaller banks may take longer Mr [redacted] should follow up with his bank to determine the status of that refund transaction We regret any inconvenience this matter may have caused If we can be of further assistance, or if Mr [redacted] would like to provide additional information regarding this matter, he 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 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he was dissatisfied that he was unable to establish a payment arrangement for his account Additionally he was dissatisfied with his customer experience while attempting to discuss the status of his account As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment is due as stated on your bill We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if available However, not all payment arrangement requests can be honored We have reviewed Mr***’ account and recent communications to Sprint Our records reflect that we have worked with Mr [redacted] on multiple occasions in an effort to bring his account current and our records reflect we previously notified him that his account balance was past due In addition, we previously explained that we may at any time, based on usage history, withdraw or change services, or place limits or conditions on the use of our servicesOur records reflect that Mr***’ account balance is current and no payment arrangements are required at this point in time Mr [redacted] provided feedback regarding his recent interactions with our Customer Service representatives We appreciate him taking the time to provide us with the details of his experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Associate 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 do not want this closed until I actually have the final invoice in my hands at my current billing addressI think that's only fair and then will I feel comfortable with the resolution Regards, [redacted]

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tevin G [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to his rebuttal, MrG [redacted] expressed his dissatisfaction with our response to his initial complaint regarding the coverage in his home service area We regret that the coverage in MrG [redacted] service area may have fallen short of his expectationsWe constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customersBased on our research, our records do not reflect any network impairmentsAdditionally, our records reflect that MrG [redacted] has significantly utilized the Sprint network prior and after he had upgraded his leased device As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps within our estimated coverage areas that, along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, the nature of wireless signal prevents any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameSprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select Our records further reflect that on July 12, 2017, MrG [redacted] spoke with our Telesales group and upgraded his iPhone to an iPhone Plus device associated with phone number ending in via our Lease program with an month termAlso, on September 26, 2017, Sprint approved MrG***’ Sprint Magic Box request associated with his leased, iPhone Plus device with phone number ending in The Sprint Magic Box may provide customers with a faster, more reliable data experience inside their homes and businessesCustomers may have an even better indoor experience streaming video, surfing the web, and using their favorite online applications and servicesPlease be advised that since his account was approved it may take up to weeks to receive the boxAdditionally, on September 27th and 28th of 2017, our Network group contacted MrG [redacted] to further discuss his network concerns; however, we were unable to speak with him We spoke with MrG [redacted] on October 2, 2017, and relayed the aforementioned information to himWe also respectfully declined his request to cancel the Lease Agreement associated with phone number ending in Additionally, we spoke with him on October 5, and reiterated the aforementioned information that was relayed to himFurthermore, we encouraged MrG [redacted] visit a local Sprint Authorized Service and Repair Center location to have his device(s) diagnosed by our retail store technician to ensure that his devices are performing within Sprint’s standardsMrG [redacted] has expressed his understanding of the information that was relayed to him We regret any inconvenience this matter may have caused MrG***If we can be of further assistance with this issue, MrG [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L 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 12299965, and find that this resolution is satisfactory to me Regards, [redacted] ***

October 26, Consumer Specialist Kansas City Revdex.com [redacted] 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 October 20, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ follfiling requests that we apply additional credits to her accountAccording to Ms [redacted] , she was assured that a $credit would be applied to her account However, when she received her following invoice the credit was not applied Ms [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’ complaint As stated in our initial response, we determined that a Sprint Retail store representative added a Lease Agreement onto phone number ending in [redacted] instead of offering her other solutions to replace her damaged device In an effort to resolve this matter, Sprint agreed to cancel the Lease Agreement associated with phone number ending in [redacted] and apply credit to the account to offset any associated charges We spoke to Ms [redacted] in October and confirmed that a total credit of $was applied to her account prior to the filing of the September complaint and additional credits of $were applied on October 7, 2016, to offset the equipment charge As such, Sprint has applied a total credit of $to the account to offset the charges associated with the Lease Agreement as reflected on the May through October invoices Sprint cancelled the Lease Agreement and applied an additional adjustment of $to the account to offset the Lease cancellation charges on October 7, Sprint spoke to Ms [redacted] and relayed the aforementioned information and resolution to her on October 25, Ms [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

May 25, 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 complaint, Mr [redacted] states that he canceled service with Sprint and his account was in collections He further stated that he agreed to pay his outstanding balance if Sprint removed the item from his credit report However, the item is still on his credit report after paying the balanceDuring our conversation with Mr***e on May 22, 2017, we confirmed that he made a payment of $on May 17, With this payment, his account is closed and reflects a zero balanceIn addition, we have contacted the third-party collections agency and requested that further collection efforts on this account be discontinued Further, the outside collections agency will then update the credit bureaus to paid in full Please allow up to days for completion of this process We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of these issues If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

June 21, 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] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he is disputing the reporting to the various credit bureaus that reflects that his cancelled Sprint account is not paid, as he made a settlement agreement with a third-party collection agency concerning the outstanding balanceMr [redacted] requested an apology form Sprint, as well as the removal of the outstanding balance with the credit bureaus We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred related to his final account balanceOur records reflect that Mr [redacted] ’s account was cancelled on November 3, 2016, with the porting out of his line of service to another wireless service provider of his choiceAfter unsuccessful attempts to resolve the outstanding balance with Mr [redacted] , on February 14, 2017, we closed Mr [redacted] ’s account and forwarded the outstanding $balance to a third-party collection agencyWe subsequently received notification from the third-party collection agency on June 8, 2017, that the matter was settled with Mr [redacted] with a $paymentBecause the past-due balance included valid charges, the outside collection agency can report the matter to the three major credit bureausIf and when an account is settled for a portion of the outstanding balance, the bureau reporting will be changed to reflect the debt as settled; however, the reporting is not removed During our June 9, 2017, conversation with Mr [redacted] , we explained the information outlined aboveWe also advised Mr [redacted] that the various credit bureaus can take between to days to update their records with the settlement We regret any frustration this matter may have caused Mr [redacted] If he has further questions regarding his reported concern, he can contact the assigned third-party agency, Receivables Performance Management, toll-free at ###-###-####If Mr [redacted] has additional questions regarding his cancelled Sprint account, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

June 27, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information received, Ms [redacted] described unfavorable customer experiences during her recent attempts to address issues with her malfunctioning device and expressed her dissatisfaction with the options provided to her to repair or replace that equipmentMs [redacted] requested that we send a functioning replacement device to her We regret any difficulty Ms [redacted] may have experienced with her referenced device, as well as any possible misunderstanding that may have occurred related to her repair or replacement options 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 Our records reflect that Ms [redacted] is subscribed to our TEP option for her referenced line of service We spoke with Ms [redacted] on June 23, 2017, and explained the information outlined above We also confirmed with her that our representatives provided correct information to her when she was referred to contact our TEP administrator, Asurion, to arrange for a replacement device to be sent to her after she satisfied her required non-refundable deductible We also confirmed that Ms [redacted] ported her referenced mobile number from our network to another provider We informed Ms [redacted] that the remaining pay-off balance of her equipment lease is $270, pursuant to the terms of her accepted lease agreementShe requested that we credit that amount due to the issues she encountered with the deviceWe assured her that we will credit the Device Purchase Option charge associated with her Samsung device contingent upon the return of that equipment to us, with no signs of neglect or abuse, to our possession by July 14, Ms [redacted] accepted our offer, and we sent prepaid shipping materials to her address of record to facilitate the return of her noted device to us She is aware that, once we verify our receipt and the condition of that device in our warehouse, we will apply credits totaling $to her account to offset the Device Purchase Option charge in full and that she will remain responsible of the remaining lease cancellation charges of $ Ms [redacted] indicated her understanding of that information and advised that our actions have resolved her issue We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that MsIrving’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

May 5, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 12, We appreciate your assistance in bringing our customer’s concern to our attentionMr [redacted] ’s filing expressed his dissatisfaction with the lack of coverage in his home service area of Westminster, MDAs a result, he cancelled his account within Sprint’s 14-day Satisfaction Guarantee return period and returned the devices associated with phone lines ending in [redacted] and [redacted] to a local Sprint Retail Store location Mr [redacted] further expressed his dissatisfaction with the outstanding balance reflected on his account and the account was transferred to an outside collections agency Additionally, he was unable to retrieve the device that was turnat the initial activation period and he received unfavorable customer service experience while attempting to resolve these matter Mr [redacted] requested that Sprint review these matters, credit his account, and remove any negative reporting from the credit bureaus and process a refund to him accordinglySprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on April 17, 2017, to further discuss his concerns During that conversation, we advised Mr [redacted] that unfortunately, that the third party devices that were turnat the initial point of activation will not be retuned to him Furthermore, we advised Mr [redacted] that we would investigate his concerns and follwith him accordinglyOur records reflect that Mr [redacted] established service with Sprint on December 27, At that time, he activating phone lines ending in [redacted] and [redacted] with devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseWe regret that the coverage in Mr [redacted] ’s service 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 research into this matter determined that our network serving the area near Mr [redacted] ’s billing address is located within Sprint’s “good” coverage area Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service To further investigate Mr [redacted] ’s concerns, we engaged our Retail Stores Management team for further assistance As a result, we have confirmed that he returned the aforementioned devices and cancelled the account in a timely manner To resolve this matter, on May 2, 2017, we have adjusted the remaining Lease cancellation charges accordingly In addition, we have confirmed that his account was not reported to any credit bureaus The account remains closed with a zero balance We have attempted to follwith Mr [redacted] on May 4, 2017, to relay the aforementioned information and resolution to himUnfortunately, we were unable to reach him directlyWe encourage Mr [redacted] to contact the undersigned below should he have any additional concerns regarding this matter We appreciate Mr [redacted] for taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

Tell us why her April 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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] described his unfavorable customer experiences during his recent interactions at one of our retail locations and with our Customer Care department, advising that we provided incomplete and inconsistent information related to our services and his ability to exchange his recently-obtained equipment He also disputed the length of time he was told it would take for him to receive a refund if he returned his equipment and canceled his services with us Mr [redacted] requested that we allow him to upgrade his devices or provide a prompt refund and return his previous equipment to him We regret any misunderstanding that may occurred regarding our services or Mr [redacted] ’s device exchange options During our April 4, 2017, discussion with him, we clarified our offered services and confirmed that he exchanged his devices at one of our retail locations on March 26, Mr [redacted] verified that information but expressed his dissatisfaction with our assessing charges of $per device for the price difference between his previous and current device models We then advised Mr [redacted] that he was billed $for the referenced cost difference when he exchanged his equipment but that credits totaling $were applied to his account on March 26, 2017, to offset a portion of that charge and that an additional credit of $was applied to his account on March 27, 2017, to offset the remaining amount Mr [redacted] indicated his satisfaction with our response We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail 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 any inconvenience these issues may have caused Mr [redacted] 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 e

July 25, 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-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that one of the phone lines on her account was transferred to a new Sprint account; however, her account was billed the end of lease purchase charges for the leased device that was transferred As a result, she is requesting to have the end of lease purchase charges for the lease device that was transferred to a new Sprint account removed from her account During our conversation with Ms [redacted] on July 12, 2017, she advised us that the end user of the new Sprint account where the lease device was transferred made a payment in the amount of $to satisfy the end of lease purchase charges on her account Additionally, Ms [redacted] confirmed that her issue is resolved We regret any inconvenience this matter may have caused Ms*** If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer F Jennifer FExecutive Services Analyst

August 19, 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 August 9, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with being offered a credit to her account to offset the Phone Access Fees that was offered by our Customer Care group; however, the credits were not applied to her accountMs [redacted] requested that Sprint review this matter and honor the offer that was provided by our Customer Care group Sprint has reviewed MsNorvalls’ complaintIn our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that Ms [redacted] contacted our Customer Care group on June 20, 2016, regarding the recurring cost of her existing rate planIn response to her inquiry, Ms [redacted] was offered to lower the costs of her rate plan as well receive a waiver for the Phone Access Fees related to multiple devices sharing the Data plan and having access to unlimited talk and textAfter thoroughly reviewing our records, we confirmed on June 20, 2016, Ms [redacted] was offered a waiver for the Phone Access Fees on three lines of service totaling $However, Sprint also confirmed that the rate plan that Ms [redacted] was offered and switched to is a heavily discounted rate plan and; therefore, Sprint does not have the ability to waive the associated Phone Access Fees We spoke with Ms [redacted] on August 17, 2016, to discuss her concerns and relayed the aforementioned information to herIn an effort to provide an amicable resolution for this matter, Sprint agreed to apply a one-time courtesy adjustment of $to MsNorvalls’ account to offset the Phone Access Fees for twelve monthsMs [redacted] accepted our offer and confirmed that she is satisfied with our resolution We would like to apologize for any inconvenience Ms [redacted] experienced as a result of this issueWe appreciate Mr [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 customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

September 27, 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 inquiry of Mr [redacted] filed on behalf of Sprint accountholder, Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our declining to allow the exchange of his Samsung Galaxy Note device for a newly-released Samsung Galaxy Note model as previously offered after his electing not to participate in last year’s Note manufacturer’s recall He requested that Sprint accept the return of his Note device in exchange for a Note device and credit the remaining installment agreement balance for his Samsung Galaxy SEdge device associated with another of his lines of service We regret any possible misunderstanding that may have occurred with regard to the exchange of Mr [redacted] ’ Samsung Galaxy Note device Sprint sold that device model from August through September 2, On and after September 2, 2016, we assisted Samsung in facilitating a recall of that model Sprint customers participating in the recall received a one-time device upgrade opportunity In addition, customers affected by the recall and participating in Buy-One-Get-One or Lease-One-Get-One promotions continued to receive monthly promotional awards associated with those offers As part of the recall process, Samsung provided special shipping materials for the return of the recalled devices and called for the immediate recall participation by all Note device holders Retaining devices as described by Mr [redacted] was not an option provided by the terms of the manufacturer’s recall Based on the nature of Mr [redacted] ’ inquiry and the information outlined above, it will be necessary for us to speak with the account holder, Ms [redacted] , directly in order to obtain her account security information and her authorization to discuss her account with Mr [redacted] Unfortunately, however, our September 15, 21, and 27, 2017, attempts to contact Ms [redacted] via telephone and e-mail were unsuccessful In addition, on September 27, 2017, we sent a letter to Ms [redacted] via U.SPostal Service at her address of record acknowledging our receipt of Mr [redacted] ’ inquiry and our need to speak with her To date, we have not yet received a response from her We regret any inconvenience this matter may have caused Mror Ms [redacted] We believe that we can fully address Mr [redacted] ’ reported concerns, and we look forward to having the opportunity to do so As such, if this matter remains unresolved, we invite Ms [redacted] to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, [redacted] *Executive Services Analyst

December 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our continuing to assess charges to her Sprint account for her Airave line of service after she ported her mobile number from Sprint to another carrier, as well as our attempting to bill her for the Airave device that she purchased from a third-party sourceMs [redacted] further disputed our forwarding information related to her Sprint account to an outside agency for collectionsShe asked that we cease the erroneous billing and remove the negative information from her credit report We regret the circumstances that led to Ms [redacted] ’ decision to terminate her Sprint services, as well as any possible misunderstanding that may have occurred related to her subsequent account chargesWe 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 customersIn addition, we confirmed that Ms [redacted] ported her mobile number to another carrier on October 26, 2015, but that her Airave device inadvertently remained active on her account and was not canceled until November 12, During our December 18, 2015, discussion with Ms [redacted] , we explained the information outlined aboveWe further explained that representatives of our Customer Care department previously applied a $credit to her account on November 12, 2015, to offset the disputed additional month’s billing and processed a refund of that amount to be sent to herWe verified that the refund was approved and forwarded to her on December 14, 2015, leaving her account in closed status with a zero balance We confirmed that, because Ms [redacted] did not receive her Airave device from Sprint, we are not seeking payment for itThat device is hers to keepAdditionally, we assured her that no information related to her account has been forwarded to any outside agency and, as such, her credit report should not be impacted by this matter We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance related to these concerns, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

February 16, 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 inquiry of Ms*** [redacted] submitted on February 1, We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] reports that she is not receiving the Buy One, Get One (BOGO) credits that was promised when she purchased her devicesShe further expressed her dissatisfaction with the monthly chargesMs [redacted] is requesting that she receive the BOGO credit and the monthly charges she was promised when she activated service with Sprint We spoke with Ms [redacted] on February 2, 2017, to further discuss her concernsDuring that call, we agreed to retrieve and review the call recording and we would follwith her accordinglySubsequently, on February 6, 2017, we have retrieved and reviewed the call recording for the November 26, 2016, sales transactionOn the call, Ms [redacted] accepted the offer promotion and purchased two iPhone 6s and two Samsung Galaxy SdevicesThe devices were activated for phone lines endings in ***, ***, [redacted] and ***, as part of the iPhone and Samsung Buy-One-Get-One (BOGO) promotional offers, via Sprint’s Lease programMs [redacted] also accepted the offer of a free tablet, at no additional cost, in exchange for a two-year Subscriber Agreement; as such, phone line ending in [redacted] was activatedDuring the call, Ms [redacted] was also informed that she will receive a monthly credit of $5, per line if she signs up for automatic payment, which will make her monthly service approximately $per month prior to related taxes and fees Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease According to our records the telesales representative set up the lease agreements on Ms [redacted] ’s incorrectly, which disqualified her account from receiving the monthly credits for the equipment and the promotional price planUnfortunately, we were unable to apply the BOGO promotional credits systematically to the account, for the iPhone 6S and Samsung Galaxy STherefore, on January 26, 2017, we applied credits totaling $1,to Ms [redacted] ’s account to offset a monthly lease charges and the related taxes associated with the iPhone 6S and the Samsung Galaxy iPhone device for the 24-month period of his Lease agreementWe also confirmed that phone line ending in [redacted] was activated on a Sprint’s Lease agreement in errorAs such, the Lease agreement was cancelled effective January 26, Additionally, a $adjustment was applied to the account to offset the monthly lease charges, as reflected on the November 29, 2016, and December 29, 2016, invoices We spoke with Ms [redacted] on January 14, 2017, and relayed the above information to herDuring that call, Ms [redacted] acknowledged her understanding of the information providedTo fully resolve, Ms [redacted] agreed to cancel the tablet being used on phone line ending in ***We also applied a $adjustment to the account to offset all the charges assessed to the aforementioned phone line as reflected on the November 29, 2016, December 29, 2016, and January 29, 2017, invoicesMs [redacted] acknowledged her understanding of the resolution providedWe regret any inconvenience this matter may have cause Ms [redacted] We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for review If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima W Executive Services Analyst

August 3, 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 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 her monthly Sprint charges being higher than she agreed to and described unfavorable customer experiences during her attempts to address that matterShe requested that we restore her previous rate plan and billing We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing Our records reflect that Ms [redacted] that the promotion that was providing a waiver of her $15-per-line-per-month access fees expired on June 19, 2017, pursuant to the terms of that promotion As such, her monthly billing increased by $ Our records further reflect that Ms [redacted] updated her rate plan on July 18, We spoke with Ms [redacted] on July 31, 2017, and explained the information outlined above We informed Ms [redacted] that we are unable to identify any billing error associated with her account Ms [redacted] indicated her understanding of that information and agreed to review her next invoice and contact us directly if she has any remaining questions regarding her charges We appreciate Ms [redacted] taking time to provide details of her experience with customer care We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance with these concerns, Ms [redacted] can contact me directly by calling the Sprint Executive and 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

May 5, 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-noted inquiry of Mr [redacted] submitted on April 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the final balance reflected on his closed Sprint account; specifically, stating that he settled the balance with the outside collections agency Mr [redacted] further stated that he received a call from Sprint informing him that that there is still an active IPad on the Sprint account, which should have been cancelled Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint According to our records, on January 29, 2016, Mr [redacted] upgraded the device associated with phone line ending in ***, via Sprint Installment Billing program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypaySprint Our records further indicate, on December 11, 2015, Mr [redacted] contacted Sprint’s Customer Care group and requested to cancel phone lines ending in [redacted] and ***, which was scheduled for cancellation at the end of his billing cycle date of December 3, As a result, of Mr [redacted] cancelling phone line ending in [redacted] prior to fulfilling the terms of his 24-month Installment Billing Agreement, his account was systematically assessed Installment Billing accelerated cancellation charge of $along with a current balance of $120.79, as reflected on the December 7, invoiceFurther research confirmed Mr [redacted] did not utilize the IPad device on his Sprint account and we have no record of Mrand Ms [redacted] requesting to cancel the Samsung Tablet device associated with phone line ending in [redacted] until December 11, Based on our review of Mr [redacted] ’s Sprint account, we confirmed that the disputed balance due was valid Due to the nonpayment of the outstanding account balance, Mr [redacted] ’s account was forwarded to an outside collections agency on December 3, Furthermore, we confirmed that Mr [redacted] mutually settled this matter with the outside collections agency March 28, 2017, by remitting a partial payment of $276, leaving his account closed with an outstanding balance of $ We spoke with Ms [redacted] on May 4, 2017, and attempted to relay the above mentioned to her During the conversation, Ms [redacted] declined to further discuss this matter with Sprint Should Mr [redacted] and [redacted] require further assistance with this matter, we urge them to contact the undersigned directly at the phone number noted below at their earliest convenience We regret any inconvenience this matter may have caused but trust that we have addressed MrAnd Mrs [redacted] concerns If we can be of further assistance with this issue, MrAnd Mrs [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Hakima W Executive Services Analyst

September 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 inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns Based on the information provided in Ms [redacted] inquiry, she advised that she upgraded two lines to iPhone devices, and requested that they we ship to her brother located in the United States She also advised that due to an incorrect address, he did not receive them before he traveled to Columbia And last, Ms [redacted] advised that her brother mailed the iPhones to her in Columbia, and they were ceased by customs, and they have not been returned to her Therefore, she is requesting that Sprint cancel these lease agreements and waive the remaining charges for them During our conversation with Ms [redacted] , she advised that she made several attempts to retrieve her iPhones from Columbia customs, and she was advised that the iPhones could not be returned to her Although we did not identify a Sprint error in this matter, in an effort to amicably resolve this matter, we offered to apply a $credit for one-half of the remaining lease payments on each phone Ms [redacted] is responsible for the remaining charges, including the device purchase price of $on each phone Ms [redacted] advised that she would consider this offer and contact our office this week We regret any inconvenience that these matters may have caused Ms [redacted] If she needs further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] *Executive Services Analyst