Sprint Corporation

[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:This case has been resolved twice, and Sprint has again, for the third time, breached their contractMy rate is supposed to be set at $until August 22, The bill for March was $and I received the bill today for $ [redacted] ***, Sprint Executive Services Analyst, was assigned to my Sprint case# [redacted] and she emailed me back in October to advise me to contact her when my bill increases so she could fix itMy bill increased from $to $last monthI emailed her on 4/1, 4/15, and 5/Her mail box was full and now can't be foundI want Sprint to honor their contract until the contract expires on August 22, I want my bill to be corrected to the agreed contract rate immediately and all late fees and incorrect fees removed from my account.I want my bill to be corrected to the agreed contract rate immediately and all late fees and incorrect fees removed from my accountI want Sprint to honor the contract for the remainder of the time and to stop increasing my bill because that is not what we have agreed on Regards, [redacted]

September 28, 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 In the information provided, Ms [redacted] cited her dissatisfaction with performance of the original Slate 8” Tablet purchased more than days ago Ms [redacted] stated she was offered the option to exchange the Slate 8” for a new Apple iPad at no additional charge; however, she was unable to complete the exchange at a Sprint Retail Location Ms [redacted] requested to exchange the Tablet for a new Apple iPad at no additional charge We regret any misunderstanding that may have occurred during Ms [redacted] ’s original conversation on September 21, Sprint 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 products Customers can return their device 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 tablets However, if the device is returned in its original unopened package, no restocking fee is charged If the customer’s service plan required a service agreement, no termination fee is charged when they cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on their final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers During our additional conversation with Ms [redacted] on September 28, 2016, we confirmed that she activated her new Aquos Slate 8” Tablet on July 11, Therefore, we respectfully decline Ms [redacted] ’s request to exchange the Tablet for a different device at no charge As a gesture of goodwill, and in an effort to reach an amicable resolution, we offered Ms [redacted] the option to cancel the installment agreement TM-executed on July 11, 2016, and return the Aquos Slate 8” Tablet, in good condition In exchange for the return, we will credit the remaining equipment balance of $210; which was accessed to her Sprint account on September 28, 2016, when we cancelled the above mentioned installment agreement Furthermore, our records reflect that Ms [redacted] activated a new line of service when she purchased a new Apple iPad Air on September 28, Ms [redacted] confirmed that her issues have been addressed and resolved to her satisfaction We regret any inconvenience these matters may have caused but believe that Ms [redacted] ’s reported concerns have been fully addressed If she requires additional assistance with these issues, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I had fraud issue with my account, I had someone put two phone lines on my account without my permissionSprint took off the lines and took off some of the fraud chargesI was told by the Sprint Fraud Department that I will have $dollar charge on my account left from the from the fraud chargesBy the next billing cycle the charge will be goneThe next billing has came and now they won't take my $charge off until April and these fraud charges happen in February , I was told by sprint that these investigation and fake charges take days to come off.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I want theses charges take off my account immediately, it will effect my service and I didn't create these charges Regards, [redacted] ***

June 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] r [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’ concern to our attention In his inquiry, Mr [redacted] states he was not informed that the price of his selected monthly service plan would increase by $ He further disputes the billing of $Lease Cancellation chargeMr [redacted] is requesting that we refund him the $for the three months that he was charged the increased rate and waive the $Lease Cancellation charge Our records reflect that Mr [redacted] selected our $Unlimited Plan for his line of service effective February 11, However, as outline in our Terms and Conditions of Service, which Mr [redacted] agreed to upon activating and using our services, Sprint reserves the right to change any part of the agreement at any time, including but not limited to rates, charges, how we calculate charges, discounts, coverage, technologies used to provide services, or your terms of service In addition, in March 2016, we sent notification of the increase to affected customers via monthly invoice notices advising that, effective with April billing, the monthly charge for their selected rate plans was increasing to $per line, per month The noted price increase allows us to continue offering the benefits of unlimited plans while giving us the ability to further invest in our new LTE Plus network, which has been clocking blazing speeds nationwide We remain committed to our customers by delivering unlimited plans and high-speed wireless connections at an affordable cost that sets us apart from other wireless providersOur Unlimited Plan is still the best value among all national carriers The new $Unlimited Plan continues to provide unlimited talk and text messaging The new plan also now offers 3GB of Mobile Hotspot service, which allows users to connect tablets, laptops, and any other supported devices to Sprint’s high-speed data network while on the goIn addition, the new plan provides Sprint Global Roaming and unlimited international text messaging while on the Sprint network Mr [redacted] ’ next invoice will include a Lease Cancelation charge of $and will also include a Lease Purchase charge of $if the leased device is not returned The Lease Cancelation charge, Lease Purchase charge, as well as the price plan increase are all valid and we respectfully decline Mr [redacted] ’ for credit We spoke with Mr [redacted] on June 23, 2016, and provided the information included above Mr [redacted] advised that his current carrier would be paying him for the cancelation chargesMr [redacted] confirmed understanding of the information provided and stated that he is satisfied with the resolution If Mr [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

August 1, 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-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] sates that she terminated service in June and returned two leased devices at the Sprint store She further states that she received a bill for $for two leased devices that she returnedBased on the information received from Ms [redacted] , she states that she had an unfavorable customer experience while attempting to address her concerns As a result, Ms [redacted] requested that her bill be corrected for the returned devices, an apology, and an adjustment for the remaining account balance Please be advised that we attempted to contact Ms [redacted] by phone and e-mail on June 19, 25, and 31, 2017, to discuss her account concerns Unfortunately, we were not successful in reaching her We also mailed a letter to the address on file on June 26, 2017, advising her of our receipt of her complaint and our need to speak with her directly At this time, we have not received a response to our contact attempts 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 Therefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience, in order to complete the authentication process Upon our initial review of this matter, we confirmed Ms [redacted] ‘s account was recently credited $for the return of her two lease devices In order to address any other outstanding account matters, it will be necessary for us to speak with Ms [redacted] so that she can provide the noted account security information We appreciate Ms [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, or there are still outstanding account concerns, Ms [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received while trying to resolve a phone order that was shipped to an incorrect addressMs [redacted] is requesting that the phones that were shipped to the wrong address be replaced We spoke with Ms [redacted] on August 8, 2017, regarding her concernsWe confirmed that on July 7, 2017, an order was place for two iPhone devicesRegrettably, the incorrect shipping address was included on the orderTo address this matter, we processed a replacement order on August 3, 2017, for a new iPhone 128GB Rose and a new iPhone 32GB Black at no additional costMs [redacted] will continue payments on both device for the duration of the original Lease AgreementsMs [redacted] confirmed that she had no other concerns We regret any inconvenience this matter may have causedIf we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Mr [redacted] [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the billing of his Sprint accountDue to billing inconsistencies on his account, and the conflicting information he had been given regarding his account invoicing, Mr [redacted] elected to port out his servicesHe stated prior to porting out his services, he contacted Sprint to get his final balance and paid the amount providedHe stated that he later received another bill and he is disputing the balance Mr [redacted] inquired about his account balance on June 4, and stated at that time he was given the amount of $as the final balance on the accountMr [redacted] stated this amount was for the May monthly invoice and to purchase the two leased iPhone devices, so they could be unlocked for use with his new providerOn June 22, 2016, Mr [redacted] received a bill for an additional $He called Sprint and was informed the balance was for not returning his devicesMr [redacted] requested Sprint waive the $balance on the account Sprint has reviewed Mr [redacted] ’ complaintAccording to our records, on January 17, Mr [redacted] established service Sprint with phone numbers ending in [redacted] and [redacted] via Sprint’s Lease program and elected to participate in Sprint’s Data Share Plan 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 payments vary 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 On June 24, 2016, we spoke with Mr [redacted] and discussed his concerns in detailAfter a review of the available records, Sprint confirmed that on June 4, Mr [redacted] had been inadvertently informed the final balance on his account was $649.44, as he stated in his filing We again spoke with Mr [redacted] on July 13, and relayed the aforementioned informationWhile the charges were valid, in order to amicably resolve this matter and because of any possible misinformation that Mr [redacted] may have received, we agreed to apply a one-time adjustment of $to offset the balance due on his accountMr [redacted] ’ account is closed in good standing with a zero balanceMr [redacted] indicated that he was satisfied with the resolution of his case Sprint appreciates Mr [redacted] for taking the time to provide the details of his experienceWe always strive to improve the quality of the customer service provided to our customersPlease be assured that Sprint values Mr [redacted] ’s feedback and will utilize his input to improve our training and processes If I can be of any further assistance, Mr [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, Cindy [redacted] Executive Services Analyst

Executive & Regulatory Services [redacted] February 20, 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’ concerns to our attention According to the information provided, Ms [redacted] stated that she disputes the $Account Spending Limit (ASL) fee billed after she removed automatic payments from her accountAs we discussed, our records reflect that Ms [redacted] canceled her account on October 28, Due to any miscommunication that may have occurred regarding the ASL fee, we applied a one-time courtesy credit of $to her account With this credit, the remaining balance is $In addition, once Ms [redacted] remits payment for $87.41, we will contact the third-party collections agency, and request that further collection efforts on this account be discontinued Further, the outside collections agency will then update the credit bureaus to reflect paid in full Please allow up to days for completion of this processIf we may be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimePlease reference Sprint Inquiry [redacted] Sincerely, Linard A [redacted] “L.A.” Sprint Executive & Regulatory Services - Executive Analyst O: ###-###-#### [redacted]

March 3, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Mr [redacted] : The above referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she is dissatisfied with her device and network servicesAdditionally, she is dissatisfied with the rate plan pricing on her accountShe is requesting to cancel her services without any Early Termination Fees (ETF) We spoke with Ms [redacted] on March 1, 2016, and explained that 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 customersAs stated in our Terms and Condition of Service, coverage is not available everywhere and variesOur coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditionsCoverage and service speeds are not guaranteedCoverage is subject to change without noticeAdditional information regarding our services and coverage maps may be viewed on our web site at www.sprint.com Our research into this matter determined that our network serving the area near Ms [redacted] ’s complaint address was operating within parameters during the time she stated that the user experienced poor serviceHowever, we have verified that the issue being experienced may be device related 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 Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending ***Therefore, if the problem with her 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 [redacted] ’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 We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services and promotions we are able to provideIn our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information After review of Ms [redacted] ’s account and cancellation request we have, in an effort to amicably resolve her complaint, agreed to cancel the unused line of service on her account ending in without any further chargesAdditionally, we have directed her to her local service and repair center for assistance with the device associated to her phone number ending ***Further, we are able to verify that the rate plan selected for phone number [redacted] is correct and the best option for Ms [redacted] ’s wireless needsMs [redacted] confirmed that this resolved her issue We regret any inconvenience that these matters may have causedIf I can be of further assistance, Ms [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 C Executive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 1, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the delay in cancelling his Tablet device associated with phone line ending in ***, after being unable to properly utilize Sprint’s services due to the lack of coverage provided in his new home service area However, upon the cancellation of services his account was assessed additional charges as reflected on his accountMr [redacted] requested that Sprint review this matter, apply an adjustment to his account accordingly and cease collections activity Sprint has reviewed Mr [redacted] ’s account According to our records on July 9, 2016, Mr [redacted] visited a third party retail store location and cancelled phone lines ending in [redacted] and ***However, due inadvertent error the Tablet device associated with phone line ending in [redacted] remained active on his accountAs a result, his account was assessed monthly recurring charges, reconnect fee, late fees and taxes totaling $as reflected on his July 22, through May 6, billing statementsFurthermore, on June 6, 2017, we cancelled the Tablet device associated with device phone ending in *** We spoke with Mr [redacted] on June 14, 2017, to discuss his concerns in detail and relayed the aforementioned information to himAs an effort to ensure a satisfactory and mutually acceptable resolution, we offered an adjustment of $to offset the monthly recurring charges late fees and taxes, leaving his account closed with a zero balanceThis adjustment will appear on the June 15, 2017, billing statementAdditionally, we agreed to contact the outside collections agency and requested to have all negative reporting removed from this inquiry Accordingly, Mr [redacted] accepted our resolution and Sprint’s efforts to resolve his billing concern We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

February 3, 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 Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] states that in November 2016, he visited a Sprint store to return a leased device and cancel his Sprint service He states he paid was he was told to pay; however, he continues to receive an invoice from Sprint Mr [redacted] is requesting that the account balance be credited in full We spoke with Mr [redacted] on January 26, We reviewed his account and confirmed that he was billed a Lease Cancelation charge which is the remaining balance associated with the canceled lease agreement Although the charge is valid, we credited it as a courtesy as it appears he may have been misinformed at the time that he canceled his service This adjustment has reduced the account balance to zero We appreciate Mr [redacted] taking time to provide details of his experienceWe 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 that this matter may have caused If Mr [redacted] should have any questions regarding this matter, he 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 //AT

[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 of the following reason: I was quoted a price from the store manager (at the time) for the promotional plan that was being offered at $per lineThe store manager assured us that she could get us that price by canceling our current account and re-opening another account with another name i.eMy husbands name with my SS#, my name with my husbands SS#Before she started the process my husband and I asked her if that was even legal and she stated "Oh yeah, they will never know"This is the store manager and along her side a trainee that was going to replace her position, so we didn't think anything of it because she's the one with the answer and how would she train someone else to wrong things just to get a sell, so we paid our fee for a phone that we lost to close out our account and after several attempts and a couple of calls too customer care (where she told me to deny of knowing the people the fraud department asked my about) she could not accomplish what she wantedMy husband had already left because he had prior commitments, so at the time it was just me and my kidsShe told me that she was going to get us into our new phones for the promotional price but not as new customersI asked what she meant and she stated that we had to re-open our existing account and she would adjust the prices and give us the phone deals that Sprint was offering at the time, but we had to come back the following day because it was getting late To make a long story short we got lied to by a Sprint representative and spoke with several other Sprint reps and no one could help or honor the priceWe tried to return the phones and cancel our lease, but were told that there was a restocking fee of $per line which was NEVER mentioned once during the processHow could a company forget to leave that piece out of the equationWe were told we had day to return and cancel if we were not happyWe had the replacement manager Anthony as a witness calling customer care and his district manager explaining our situation and he couldn't get anything resolvedI believe that the Sprint manager lied to us on several occasions simply to make a sell and could not fulfill her end of the bargain and now we're paying for itRecords show that we upgraded and bought new phone, but they are not seeing how it happened and why we bought the devicesWe are honest people and would not even think of making up such a story to get a better dealWe are simply asking that we get what was offered and nothing moreI believe that Sprint is a multi-million dollar company, but has lied to several people to get where they are now and do not care for their customers once you're locked in a leaseTheir $offer is ridiculous when we would have saved lots more in the long run Regards, Cristina R***

Tell us why here...June 20, 2017Revdex.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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that a third-party retail store representative offered a $gift card and $monthly credit if she participated in the iPhone upgrade promotion In addition, she stated that the third-party store representative contacted us to confirm that she was eligible for the promotion Moreover, Ms [redacted] stated that she accepted the offer and activated her device on October 31, Since that time, she stated that she has not received the offered credits As a result, Ms [redacted] requested that Sprint apply retroactive credits to her account totaling $184.08, and a $credit because she declined to enroll her account in our automatic payment program We regret any delay in resolving Ms [redacted] ’ monthly credit issue Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June 7, 15, and 19, 2017, to discuss her reported concerns were unsuccessfulWe also mailed a letter to her address on file on June 19, 2017, acknowledging our receipt of her inquiry and advising that we needed to speak with her directly To date, she has not yet responded to us Although we were unable to speak with Ms [redacted] regarding her billing issue, we reviewed her account Our records reflect that on December 17, 2016, credits were applied to her account to offset a portion of her November and December 2016, lease charges Furthermore, our records reflect that on May 31, 2017, credits were applied to her account to offset a portion of her lease charges from January to May 2017, and that she received another credit to offset a portion of her June lease charge All these credits are reflected on her June 5, 2017, invoice Regarding her request for a $credit, we will need to speak with Ms [redacted] , who will need to provide her account security information in order for us to provide a more detailed explanation of our findings, and to address any possible outstanding account concerns We appreciate Ms [redacted] ’ taking time to provide details of her experience 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 matters may have caused Ms [redacted] If we can be of any further assistance related to these matters, she 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 TimeSincerely,Minnie SExecutive Services Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] L [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of [redacted] L [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states after she placed an order on Sprint.com in January 2017, she received an email stating the device was out of stock She went into a store to cancel the order and request a refund She states that she has not received a refund of the funds paid at the time of the order Further, she states that although she has contacted Customer Care, the issue remains unresolved Upon review of our records, we find that Ms [redacted] placed a device order via our website on January 16, 2017; however, the order was not filled due to the equipment being out of stock There was an authorization hold at the time the order was placed and Ms [redacted] was advised that it would drop off in 7-days Sprint did not collect funds on the canceled order, therefore a refund is not warranted We spoke with Ms [redacted] on September 19, 2017, and advised were are unable to locate the payment and requested the transaction number from the bank for the fund withdrawal Ms [redacted] confirmed when she looked at her bank account, it did not show the withdrawalHowever, she was going to contact her bank and call back with the transaction number We attempted to follwith Ms [redacted] via telephone and e-mail on September 26, and 27, to obtain information regarding her bank transaction number As of this date, we have not received a return call from Ms***; however, we invite her to contact our office at her earliest convenience if she has additional questions or concerns If we can be of further assistance with this matter, or if Ms***’s concern remains unresolved, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

June 13, 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 filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Mr [redacted] indicated he reported a stolen device and requested the line of service be changed to the Seasonal Standby plan for $ He noticed the plan was not changed and contacted customer service but was advised we do not have a record of his request As a result, he is requesting that we review this matter We spoke with Mr [redacted] on June 9, 2017, and he indicated phone number ending [redacted] should be suspended We reviewed his account and confirmed on February 26, 2017, there was an inquiry about the Seasonal Standby plan, but the plan was not changed and the device was not reported stolen As a result, he continued to be assessed the service plan To resolve the matter, we changed the service plan to the Seasonal Standby plan effective immediately on line ending in *** Furthermore, we issued credit for the service plan fee from February to current and rerated the cost as if Mr [redacted] subscribed to the Seasonal Standby plan Mr [redacted] can keep the Seasonal Standby plan for up to six months After six months, he is required to change to a currently offered service plan The matter has been addressed and resolved and we apologize the plan was not changed in FebruaryIf Mr [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I have not received a shipping label I emailed Linard back and accepted the settlement but he has not sent a bill stating such, he only left me a message on my phone machine I will mail a check for the $but need an address for proper crediting and a statement supporting that the account is closed and no further action will be taken by either party after the $is received[redacted] Regards, [redacted]

June 8, 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 Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed charges assessed to her Sprint account and referred to an outside agency for collections after she transferred her mobile numbers from our network to another provider in February Ms [redacted] further stated that her attempts to receive a copy of any equipment agreement associated with the tablet device associated with her account have been without successMs [redacted] requested that we finalize her Sprint account and remove all charges from her total balance due except for the $she acknowledges that she owes us We regret the circumstances that led to Ms [redacted] ’s decision to terminate her services with us, as well as any misunderstanding that may have occurred regarding her disputed account balanceOur records reflect that she ported two of her three mobile numbers from our network to another provider on February 24, 2017; however, we have no record of her having requested the cancellation of her remaining line of service associated with her noted tablet deviceSubsequently, we continued to assess the $monthly service charge for the tablet’s 100MB Data price plan Our records further reflect that we interrupted service to Ms [redacted] ’s tablet line of service on March 26, 2017, due to non-payment of her outstanding past-due balance of $Representatives of our Finance department attempted to seek payment from Ms [redacted] on April and 24, 2017, without success During our May 26, 2017, conversation with Ms [redacted] , we explained the information detailed aboveAt her request, we cancelled her table line of serviceIn addition, we forwarded a copy of her signed Sales Transaction Summary provided when she obtained and activated her tablet line of service and confirmed that, because that service was canceled prior to the satisfaction of her equipment finance agreement, additional device charges would be assessed We further advised Ms [redacted] that, because we are unable to identify any error on the part of Sprint regarding the actions noted above or the referenced charges, we must respectfully decline her requestMs [redacted] indicated her understanding of that information and agreed to remit a $payment by June 2, 2017, satisfy her final account balance due During our June 2, 2017, follconversation with Ms [redacted] , we confirmed our receipt of her referenced paymentWe then assured her that her Sprint account is now in closed status with a zero balanceMs [redacted] expressed her satisfaction with our response We regret any inconvenience these matters may have caused Ms [redacted] and the loss of her business, but we are pleased that we were able to resolve her reported concerns to her satisfactionIf we can be of further assistance with these issues, Ms [redacted] can contact me 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

July 26, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] - [redacted] , submitted on July 6, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms [redacted] - [redacted] , she states that she has had an unfavorable customer experience while attempting to address an equipment issue She stated that she was advised a claim was filed by our store on July 1, 2017; however, she later learned that she needed to contact Asurion to file the claim with them directlyAs a result, Ms [redacted] - [redacted] states that she missed days of work waiting on the equipment that did not arrive when promised, and is requesting compensation for the time taken to resolve this matter We spoke with Ms [redacted] - [redacted] on July 13, and 21, 2017, regarding her concernsShe confirmed that she has spoken with Asurion and has filed a claim to replace the iPhone 6s Plus on line ending in ***After account review, we confirmed that the replacement equipment was activated on July 11, As a resolution offer, we applied a one-time courtesy credit to Ms [redacted] - [redacted] ’s account in the amount of $150, reducing the current balance to $Ms [redacted] - [redacted] expressed satisfaction with the actions takenWe appreciate Ms [redacted] - [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] - [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time.Sincerely,LaToyaP.LaToya P.Executive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Sprint Account XXXXX***, Customer Name [redacted] A*** Sprint Case— [redacted] To Whom It May Concern: June 20, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case— [redacted] Sprint Account XXXXX***, Customer Name [redacted] A*** Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] A*** We appreciate your assistance in once again bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] canceled services prior to the end of his billing cycleMr [redacted] requested a refund for a portion of his monthly recurring charge Sprint advertises and provides services in monthly increments If services are terminated before the end of our customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan I regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of ServicesDuring our conversation with Mr***, we advised that the charges are valid However, as a one-time courtesy, we offered to apply a credit of $to his account Mr [redacted] accepted our offer and as a result, his account reflects a balance due of $We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience this matter may have caused If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Kala CExecutive Services Analyst

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, [redacted]