Sprint Corporation

Tell us why February 16, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on January 26, We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction our Customer Care group while attempting to resolve a promotion issueMs [redacted] stated she contacted our Customer Care group regarding the activation of a tablet associated with phone line ending in [redacted] and was offered the tablet to no costHowever, she stated that she is being charged $per monthMs [redacted] requested that Sprint review these matters and honor the offer Our records on January 13, 2017, Ms [redacted] contacted our Customer Care group regarding the activation of a tabletWe confirmed that Ms [redacted] was offered an iPad to no cost with a monthly recurring charge of $ per monthDue to an inadvertent error, the iPad associated with phone line ending in [redacted] was activated on the Sprint’s Monthly Installment program for $per month To resolve this matter, we upgraded the service plan associated with phone line ending in [redacted] for $per month and terminated the Monthly Installment agreement associated with above phone line and adjusted the accelerated chargesIn addition, we applied a credit of $to Ms***‘s account to offset the installment charges and a portion of the monthly recurring charges reflected on the February billing statement We spoke with Ms [redacted] on February 10, 2017, to discuss this matter in detailWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst here

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J***, Sr Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] J***, SrWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] stated that his Samsung Note device has been malfunctioning since a recent update and requested that we replace his equipment with a new iPhone device We regret any difficulty Mr [redacted] may be experiencing with his referenced deviceAll new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP 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 warrantyRegrettably, we confirmed that Mr [redacted] did not subscribe to our TEP option when he activated his device on November 27, We spoke with Mr [redacted] on April 26, 2017, and explained the information outlined aboveWe also invited him to take his device to one of our authorized service and repair centers for diagnostic testing and a thorough explanation of his repair or replacement options and associated costsWe also offered Mr [redacted] the option of paying off the outstanding balance of his device lease, returning his device to us, and upgrading to a new deviceIf his returned device is not good working condition, i.e., the LCD screen is damaged or the device will not power on, a Damaged Device Fee will be assessed at the point of return on its condition, and he will be charged accordinglyWe further advised Mr [redacted] that if he choose not to pay off his lease balance, he will be systematically eligible to upgrade his equipment after November 1, 2017, as his current device lease agreement is scheduled to be satisfied on November 27, Mr [redacted] advised that he will review his options and follow up with us We regret any frustration this matter may have caused Mr***If we can be of further assistance with this issue, or if he has any additional questions regarding his reported concerns, Mr [redacted] 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

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

September 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention According to the information provided, Ms [redacted] states that a payment in the amount of $was deducted from her debit card without her knowledge Ms [redacted] requests that we refund the disputed payment During our discussions with Ms [redacted] on September 12, 2017, we confirmed with her that in accordance with the Terms and Conditions of the Wireless Agreement and the Installment Billing Agreements (IBA), she signed and agreed to, Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to Sprint For additional information regarding this matter, please visit www.sprint.com/termsandconditions Furthermore, Sprint sent a letter to Ms [redacted] on July 30, 2017, advising her that the outstanding account debt payment would be processed within days from the date of the letterAs such, we maintain that the charge is valid and respectfully decline her request for a refund We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that after upgrading a device, she did not receive a return kit to send the old device back to us She stated that she contacted our Customer Care department and was advised by a representative that a return kit was not sent because she had requested a return kit for an iPhone which is associated with phone number ending in ***, which is not the phone number associated to the device that needs to be returned She stated that she contacted us multiple times and was advised that a return kit was sent on April 16, and April 26, 2017, and to date, has not received the return kit She stated that she does not want her account to be charged for the device she is attempting to return She is requesting a resolution to this issue We spoke to Ms [redacted] on May 4, and confirmed that the return kit that needs to be sent to her is associated with phone number ending in ***, for an iPhone GoldA return kit was mailed to Ms [redacted] at her billing address for her to return the undamaged device Once the device is received at our warehouse, any charges associated with the non-return of the device will be adjusted accordingly In addition, a one-time account credit in the amount of $for the outstanding lease charge billed on her (insert month and year of the invoice for the charge that was credited) for phone number ending in [redacted] was applied to her account We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and have forwarded it to the appropriate management for review We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, you can reach us by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Byron H Executive Services Analyst BH/sr

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the delay in resolving the fraudulent order she reported on her account and correction of her account charges She also expressed her dissatisfaction with receiving an invoice reflecting charges for this order after being advised that this would not be an issue Therefore, she is requesting further assistance with resolution of this matter Upon completion of our investigation, we confirmed that fraudulent activity occurred on Ms [redacted] ’s account As a result, we assisted her with updating her account information for security purposes confirmed that the fraudulent lines of service and equipment were removed from her account Additionally, all charges associated with the fraudulent activity were credited returning her monthly charges to $per month We advised Ms [redacted] that we regret any inconvenience that this matter may have caused and appreciate the opportunity to address her concerns If I may be of further assistance with this matter, Ms [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

March 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] expresses her dissatisfaction with our billing processMs [redacted] states that she cancelled her services in January and paid her final bill in February She further states that she received a bill in March for $Afterward, Ms [redacted] states she called our Customer Care department and was informed that the line ending in [redacted] was still with Sprint; however, Ms [redacted] confirmed with her current carrier that the line ending in [redacted] is with themAs a result, Ms [redacted] is requesting that we credit her account the $that she believes is the result of a billing error We spoke with Ms [redacted] on March 23, 2017, and we reviewed her account We confirmed that Ms [redacted] ported her numbers out in January 2017, thus, the disputed $account charge was assessed in error in March To address this matter, we confirmed that an $credit was already credited to her account by one of our Customer Care representativesAs a result, her account is in final status and reflects a zero balance We provided this information to Ms*** Ms [redacted] stated that her concerns have been resolved If Ms [redacted] needs further assistance regarding this matter, I can be reached 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 Tell us why here

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she switched her services to Sprint and participated in our Contract Buyout promotional offer Ms [redacted] further stated that she was informed that Sprint would pay off her equipment charges assessed by her previous wireless service providerTherefore, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract Buyout Eligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous provider Our records indicate that Ms [redacted] surrendered an iPhone 6s from her previous wireless service provider upon the activation of her Sprint account, as required by the terms of our Contract Buyout promotional offer However, Ms [redacted] has not supplied Sprint with a copy of her previous wireless service provider’s final billing statement reflecting any associated equipment charges in order to qualify for the Reward Cards Sprint has confirmed that Ms [redacted] was informed she is required to submit a detail final billing statement from her previous wireless service provider We spoke with Ms [redacted] on July 5, 2017, and relayed the aforementioned information to her Ms [redacted] has accepted the information provided to her, and will submit a copy of the previous wireless service provider’s billing statement to Sprint We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If Ms [redacted] has any questions or concerns regarding this matter herein, she can contact the Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory in that they did finally unlock the phone prior to the day requirementHopefully the day requirement can be waived for other Sprint customers that have a good history with Sprint Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although parts of the resolution are falseI was not contacted by Ms [redacted] after her initial contact with me via email on FebSince the initial contact from her, I called her daily, multiple times a day as well as leaving a voicemail and email that I never received any response fromI finally got an answer from Ms [redacted] the day prior to this "resolution"I still find it very hard to get a response from anyone in their company or a satisfactory answer as to what my future bills will be from them which concerns me even moreSprint has still failed to give me credit for switching our lines over as we only received gift cards that only paid off the balance of our phones from our previous carrier and have since mailed the old phones back to Sprint and still received no credit from themAnother concern is the promise of the SmartTV which was supposed to be received approximately seven weeks after switching (switched to Sprint on or about December and still have not received yet)Nonetheless, Sprint still has a lot of work to do which is why I'm questioned my decision to switch to their services Regards, [redacted]

January 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX2585, Jean R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of MrJean R [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrR [redacted] contacting your agency once againAccording to MrR [redacted] ’ follow up filing, he states he is still disputing his bill and chargesHe states that his bill should be due once a month; however, he has a balance due every two weeksHe further states that he is on a fixed income and is unable to keep up with his bill due dates and as a result his services are suspendedMrR [redacted] states that he has had an unfavorable experience while attempting to address this matter and is not going to pay $to get his services restored We have again thoroughly reviewed MrR [redacted] ’ concerns We have confirmed that the account in question was cancelled due to non-payment effective July 9, Furthermore, we determined that the final balance included unpaid monthly service charges and the accelerated balance for an Installment Billing Agreement for equipment We were unable to identify any billing errors or miscommunications regarding our plans and service costs Our office attempted to reach MrR [redacted] via phone and e-mail on December 27, 2017, and on January 2, 2018, asking him to contact our office to discuss his concerns We have been unsuccessful in reaching him and to date, he has not responded to our voice mail or e-mail requests to contact usHowever, we would like the opportunity to resolve MrR [redacted] ’ concerns and look forward to speaking with himTherefore, we encourage him to contact our office at his earliest convenienceWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, MrR [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 TimeSincerely,LaToyaP LaToya P Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX April 6, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that after her contract expired, she ported out her number and canceled her accountShe further stated she was informed that she would not incur additional chargesHowever, she began receiving collections notices for an outstanding balance, which she disputes We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterOur records reflect that Ms [redacted] canceled her line of service ending [redacted] on February 24, At that time, her account balance was zeroWe later received a port out request, but because the phone number was inactive, her request was invalidTo honor her request to port out her number, we reactivated the associated line of service, thus permitting the number to be ported outBecause the service was activated, a monthly service charge was assessed to the account To resolve this matter, we have applied a $credit to her account to offset the monthly service charge assessed to her account as a result of the service restorationWe have notified the outside collections agency to cease further collection effortsConsequently, they will notify the credit bureaus to update their records and expunge any negative reporting in regard to the before mentioned account balance If we can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence M Terrence M Executive Services Analyst

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she had an unfavorable customer service experience after she was referred to the Sprint store to upgrade her phone She states that she was subsequently referred back to our customer service department because the down payment was $instead of the $she states was quoted originally Ms [redacted] requests that the original offer be honored where she can remit a $down payment and have her upgrade fee waived We contacted Ms [redacted] and spoke with her regarding her dispute We explained that the $down payment cannot be waived and must be remitted at the original point of purchase; however, as a goodwill gesture, and to bring closure to this matter, we applied credits totaling $to her account to offset her past due balance due to the larger down payment and upgrade fee she is required to pay Ms [redacted] expressed satisfaction with the actions taken We appreciate Ms [redacted] for taking the time to provide 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 that Ms [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We thank Ms [redacted] for being a valued Sprint customer If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Tuesday through Saturday from 7:a.mto 3:p.m., Central Time Sincerely, Linda GSprint Associate Analyst AJT/lg

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Jamie [redacted]

[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 spoke with [redacted] whom was able to appease my concerns at this time regarding the issue with the tabletThe issue concerning the phones cannot be addressed until December, at which point it has been agreed that I will reach out to [redacted] directlyI am accepting this solution solely for the tabletIf the concerns pertaining to the phones is not addressed as previously discussed, I will file another complaint Regards, [redacted] ***

September 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on August 15, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered with her LG GdeviceMs [redacted] stated that visited the Sprint Authorized Service and Repair center location on August 7, 2016, due to experiencing issues with her deviceAt that time, Ms [redacted] was informed that her device needed to replaced, and the replacement device would arrive by Friday, August 12, However, Ms [redacted] was later informed that her device was on backorderMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms***’s complaintPlease be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Our records show that Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Our records further reflect that Ms***’s device was replaced with a refurbished LG Gdevice on August 17, We spoke with Ms [redacted] on September 8, 2016, and discussed her concerns in detailDuring that call, Ms [redacted] confirmed that she was satisfied with her replacement deviceHowever, she expressed her concerns with the length of time she was without a working deviceTo provide closure for this matter, as a one-time courtesy, Sprint offered to waive the current balance reflected on her account and applied an adjustment of $to her accountMs [redacted] confirmed she was satisfied with our resolution providedWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter We appreciate Ms [redacted] taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, [redacted] Executive Services Analyst

---------- Forwarded message ----------From: Josh ***< [redacted] >Date: Fri, May 5, at 10:AMSubject: Resolved ComplaintTo: [redacted] Sprint contacted me by phone and resolved the issueThey honored the first reps offer without any additional issuesThank you

[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 have sent an email asking if there is different times to get in contactI cannot get free time until later in my dayThis issue has not been resolved Regards, [redacted]

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on behalf of [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] submitted on May 3, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] reports that Ms [redacted] ’s account is not receiving the Buy-One, Get One (BOGO) credits that were promised upon the purchase of their devicesMr [redacted] further expressed his dissatisfaction with the lack of coverage in his home service areaMr [redacted] requested that Sprint review these matters and honor BOGO promotional offer Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on May 5, 2017, to further discuss his concernsDuring that call, Mr [redacted] stated that his issue was previously resolved by Sprint’s Customer Care group In regards to Mr [redacted] ’s coverage concern’s, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and 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 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 We have determined that Mr [redacted] is located in the “best” coverage within his service area based on the address provided in his complaintCustomers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within “best” coverageAdditionally, we have no record of Mror Ms [redacted] calling into Customer Care regarding coverage concerns To ensure that Mr [redacted] ’s concerns were fully resolved; we attempted to contact him on May 17, 2017, without successHowever, we have scheduled a follto review Ms [redacted] ’s May 20, 2017, to determine if the BOGO promotional credits are being applied correctlyShould Mrand Ms [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 and if we can be of further assistance with this issue, they 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 Tell us why here

March 7, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File [redacted] *** Sprint Account: [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf [redacted] submitted on February 22, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] filing expressed her dissatisfaction with being informed that she was required to purchase an updated device in order to establish service with SprintMs [redacted] stated that the representative also informed her that she would receive a free Tablet device with that order As a result, she elected to cancel the order Ms [redacted] further stated that she had an unfavorable customer service experience while attempting to resolve her account concernsTherefore, Ms [redacted] requested that Sprint review these matters and process a refund to her accordingly Sprint has reviewed Ms [redacted] complaint We spoke with Ms [redacted] on February 28, 2017, to further discuss her concerns During our conversation, Ms [redacted] advised us that the order was cancelled and resolved; however she has not received her refund for the aforementioned device orderWe advised Ms [redacted] that we would investigate her concerns and follwith her accordingly Our records indicate that Ms [redacted] contacted our Telesales group on February 16, 2017, to established service with Sprint by utilizing a preowned deviceDuring that call, Ms [redacted] also received an offer for a Sprint Slate Tablet device Further research on the account indicates that the representative advised Ms [redacted] that we were unable to activate the preowned device and recommended that she purchased a new device; however, Ms [redacted] declined to purchase a new device and requested a refund We have confirmed that the account was cancelled on February 18, 2017, and a refund of $was processed back to credit card on file on February 28, Since our initial conversation, we followwith Ms [redacted] on March 2, 2017, to relay the aforementioned information to her Ms [redacted] acknowledge that she has received the refund and expressed her satisfaction with this resolution provided We appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this may have caused Ms [redacted] while attempting to resolve this matterIf we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, [redacted] [redacted] Executive & Regulatory Services Analyst