Sprint Corporation

Executive & Regulatory Services P.OBox Irving, TX April 6, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] , N [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 she switched her service to Sprint and elected the advertised $monthly service plan up to five lines of service She stated that she was informed her service plan include free international calls, but her January invoice reflected an account balance more than $1,mostly due to charges for international calls Although Ms [redacted] acknowledges that a credit was applied to offset the international charges, her subsequent invoice also reflected international charges that remain unresolved According to Ms [redacted] ’s inquiry, she canceled her account and is now requesting that we waive her account balance including the cancellation charges We regret any miscommunication that may have occurred regarding the details of Ms [redacted] ’s monthly service plan Our records reflect that Ms [redacted] activated her Sprint service in November During our April 4, 2017, conversation with Ms [redacted] , she informed our office that in December 2016, she was informed that she could make free international calls According to our account records, on December 19, 2017, Ms [redacted] inquired about the international calling and was informed that international calls to Canada were free, but calls to Iran or the UAE were $per minute As a courtesy, credits totaling $1,were applied to her account to offset the international charges reflected on her January invoice We have confirmed that her February invoice does not reflect international charges Unfortunately, Ms [redacted] elected to cancel her service on March 11, 2017, and Lease Cancellation and Lease Device Purchase charges were applied to her account We offered to waive the Lease Cancellation and Lease Device Purchase charges if she returned the phones to Sprint However, Mr [redacted] informed our office that she traded in the associated devices to her new service provider If I 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 MExecutive Services Analyst

February 19, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX2617, [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 customers’ concerns to our attention According to the information provided in her rebuttal, Ms [redacted] provided additional feedback regarding a plan change that took place in November Ms [redacted] stated that she contacted Sprint in November 2017, and changed the plan on the account to an unlimited planMs [redacted] further states that she was advised that the plan change would not affect her monthly discount and loyalty credits Ms [redacted] outlined her unfavorable customer service experience while attempting to address these matters and does not agree that re-validation of the employer discount should be necessary, as she states that it was previously verifiedMs [redacted] is requesting that Sprint reinstate the monthly discount and loyalty credits on the account or enable cancellation of the account with waiver of any cancellation fees In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Mr [redacted] not complete the validation process, he will not receive the discount In January we spoke with Ms [redacted] , an authorized end-user on the account Our records reflect that in November 2017, Ms [redacted] changed the plan on the account to an unlimited plan We explained that the unlimited plan is a discounted plan and does is not compatible with the monthly employer discount and/or loyalty credits that were associated to the account This information is provided in our Terms and Conditions of Service, which can be viewed on www.sperint.com As a result, we placed the current phone numbers associated to the account back to the previous service plan As a result of resuming their previous plan, the monthly loyalty credits will resume on the account Please note that Mr [redacted] ’s February bill statement reflects that the monthly employer discount and loyalty credits were reinstatedFurther, Mr [redacted] , the account holder, will need to visit our website at www.Sprint.com/verify and complete the validation form for his monthly employer discount to continue In accordance with Sprint’s Terms and Conditions, Sprint does not compensate for loss of personal time and or business Sprint is committed to providing excellent service on every contact with every customer We are continually seeking ways to improve the quality of service provided to our customers We appreciate Ms [redacted] taking the time to provide us feedback regarding her interactions with our representative The feedback that she has provided, will be forwarded to the appropriate management staff We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her on February 14, and 19, Unfortunately, we have been unable to speak with Ms [redacted] If Ms [redacted] would like to further discuss this matter, we urge her to contact the undersigned at her earliest convenience Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account Therefore, we will need to speak with Ms [redacted] directly We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, extension *** I am available Monday through Friday, from 8:**mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Services Analyst

June 26, 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] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated she contacted our customer service in April 2017, to inquire about getting a better service plan She said was told her plan will change to the Freedom unlimited, and will be $monthly; however, her bill is not reflecting the amount she was quotedShe further advised that she spoke with customer care supervisors, and was told the bill will be fixed and it has notAs a result, Ms [redacted] is requesting that we correct her bill and a credit for the overcharge Our record reflects that Ms***’s service plan was changed to Freedom unlimited on May 10, 2017, for the six lines on her account for $before taxes and surchargesShe also purchased two devices with 18-month installments agreements on March 31, Therefore, lines ###-###-#### and ###-###-#### have $installment charge each, $total equipment protection for line ###-###-####, bringing the total charges before taxes and surcharges to $per month We also confirmed Ms***’s bill is correct During our June 21, 2017, conversation with Ms***, the information was explained to herMs [redacted] confirmed her understanding and thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[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 iphones with Sprint and they all are having issuesThe phones are always freezing up and the service is always failing (dropped calls, unable to hear the other party, not receiving the calls, unable to make calls and other issues that I have already mentioned to tech support or a previous representative.I would like to speak with a representative regarding my charges, cancel 2/lines and receive compensation for being overcharged for as long as I have been Regards, Andrea D [redacted]

February 2, Revdex.com Ward Parkway, Suite Kansas 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] stated his four lines were on the 40GB shared plan for $ He further stated that he contacted our customer service department to put one of the lines on military hold and the other two on seasonal hold as he is currently working outside the countryHe further stated he requested that the fourth line be placed on the unlimited freedom plan for $ Instead of this happening, he stated that his line was placed on the referenced plan for one month and was then changed back to the 40GB service plan for $without his consentBecause he is set up on automatic payment, he stated he kept on paying $every month instead of $ Mr [redacted] stated he recently contacted customer service when he realized what was going on, and spoke with our representatives who he stated agreed that Sprint owed him a refund of $And last, he stated his service was disconnected Therefore, Mr [redacted] requested that we apply the credit towards his balance and allow him to cancel his service with no cancellation fees Our records reflect that Mr [redacted] started service with Sprint on July 30, 2016, with four lines of service Our record further reflects that a $credit was applied to Ms***’s account on January 19, 2018, that resulted in a remaining credit balance of $We also sent an email to Mr [redacted] on January 26, 2018, with this outlined information Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this matter, Mr [redacted] can contact our office by calling the Executive & Regulatory Services department I can be reached toll-free at 1-844-282-8211, ext*** I am available Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 27, 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] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she went to one of our Sprint stores and paid her bill in advance, and then another payment was taken from her account As a result, Ms [redacted] is requesting that we refund the payment Our record reflects that on April 24, 2017, a payment arrangement was setup via the Interactive Voice Response system from Ms [redacted] ’s phone line for a payment to be drafted from her checking account by May 5, The payment posted on May 5, 2017, and was returned back unpaid on May 11, 2017, as Ms [redacted] disputed the payment with her financial institution Additionally, she incurred a $return check feeWe also confirmed the payment was initiated by Ms [redacted] and not by our customer care representative During our June 27, 2017, conversation with Ms [redacted] the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction with her experience, stating she was not aware the payment will still process, even after making a payment on May 4, To demonstrate our commitment to excellence, we adjusted the $charge, as a one-time courtesyMs [redacted] confirmed that this issue has been resolved, and thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[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 reject the response given by [redacted] because they have not tried to resolve my issue I have double-check my emails and I have not received one email from them in regards to my numerous calls and I have not received no mail from them I have called many times and have been transferred and put on hold and then call have been disconnected I feel that [redacted] over bills many customers, however probely only a select few pays attention to their bills When I initially approached [redacted] **, they said my bill would be approximately $62/monthly $for the service and $to buy the device I purchased my device in Placentia, CA at an [redacted] dealer in which I found out later is privately owned They assured me that my bill would not be over $62/monthly as I specifically mentioned to them I am on Social Security and on a fixed income Approximately months ago I began getting bills of $72, $82, and most recent $ In addition, I went into severaly [redacted] locations and was told that I am leasing the device I was initially told that I was buying the device I was very upset to find out that I am paying $720, only to rent a device and not own it That is very deceitful and they do not mention that in the beginning In addition, I explained to [redacted] that on or around January 3, I received a text that I was 90% over my limit I called again and asked: How could I be 90% over my data when it is the beginning of my cycle I was told not to worry that later in the month if I am billed $to call them again and they will take care of it In order to resolve my issue, I would ask that [redacted] please reimburse me the over charges and to keep my bill at the stated amount: $30/monthly service and $to buy the device At the end of my years I want to own the phone and not pay more than $plus taxes monthly Also, if you check my phone account you will see that I do not watch videos or social media or play music I basically use my phone for phone calls, texting and checking emails Please help me to resolve this ongoing issue Regards, [redacted]

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] *** Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] ***, submitted on behalf of the account holder, Ms [redacted] We regret any inconvenience that they may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] expresses her dissatisfaction with the performance of her phone which she indicates had been freezing She states that she spoke with our Customer Care representatives in regard to this matter, she received phone diagnostics at Sprint Service & Repair Centers, and her phone was replaced through [redacted] As resolution, Ms [redacted] seeks a replacement device comparable to a Samsung Note and refund of the $deductible paid to [redacted] As a result of our multiple attempts to discuss the above-referenced matter with Ms***, she sent us an email advising that she would contact us As of this date, Ms [redacted] has not contacted us to discuss her concern However, our review of the account records indicates that her phone was replaced through [redacted] , our replacement phone provider Our review also indicates that in an effort to reach amicable resolution with Ms***, that our Customer Care representative applied an account credit 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 will utilize this input to improve our training and processes If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] SExecutive Services Analyst

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

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] ***n Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of [redacted] ***n, regarding our prior response dated July 31, The original complaint was served on Sprint on July 10, We regret the circumstances that led Ms***n to contact your office again According to the information provided, Ms***n expressed her dissatisfaction with the monthly lease charges in association with her equipment purchases, after she established services with SprintSpecifically, stating that she was offered Sprint’s iPhone On Us with Lease and Trapromotional offer associated with the five lines of service on her accountMs***n continues to express her dissatisfaction with our proposed resolution and has once again requested that Sprint review this matter, honor the above-referenced promotional offer, and provide her with recurring promotional service credits to offset the monthly lease charges for eighteen month per the terms of her Lease Agreements Sprint has reviewed Ms***n’s complaintAs stated in our prior response, upon activation of service, Ms***n was provided with a clear disclosure of her monthly recurring charges, equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate a copy of Ms***n’s Welcome Letter which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***n’s plan or other monthly charges on Sprint’s part during the activation of her current plan We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offersPlease note that Sprint’s iPhone On Us with Lease Trapromotion offer was effective on February 17, through March 16, Qualifying customers who participated in Sprint’s iPhone On Us with Lease and Trapromotional offer must poa phone number from another wireless service provider and trade in an eligible working Smartphone from the approved list of eligible trade-in(s) in order to receive a monthly service credit of $for the term of an eighteen month Lease AgreementWe identified that the equipment promotions applicable for qualifying customers who participated in Sprint’s iPhone On Us with Lease and Trapromotional offer are contingent upon our verifying eligibility, and that the account credits to offset equipment charges to meet those offers can take up to two billing cycles to reflect on customers’ invoices initially and out of further need to verifying eligibility monthly qualified account credits will be applied monthly We spoke with Ms***n on July 20, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we advised her that our Sprint’s Retail Store’s Management team reviewed her account specifics and eligibility for our iPhone On Us with Lease and Trapromotion and applied a one-time adjustment of $on July 18, 2017, to offset the $for eighteen months of one Lease AgreementBased on our review, only one of Ms***n’s trade-in(s) meets the qualifying criteria of Sprint’s iPhone On Us with Lease and TrapromotionMs***n expressed her remaining dissatisfaction and claimed that she was advised that all five iPhone devices acquired through eighteen month Lease Agreements would receive a recurring service credit in the amount of $for the eighteen month term of each respective Lease Agreement While we regret that Ms***n may disagree with our findings, Sprint’s decision remains unchangedAlthough, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to this matter, Sprint has offered to apply a one time credit to Ms***n’s account in the amount of $to offset her future charges reflected on monthly recurring billing statements until the full amount of the credit is absolved; however, she will remain responsible for remitting payments for the monthly lease charges associated with her respective Lease Agreements for the agreed upon terms of the aforesaid Lease AgreementsMs***n expressed her dissatisfaction with our offer; we advised her that in order to showcase our commitment to world class customer service would offer her the ability to return the five iPhone devices associated with their respective Lease Agreements undamaged and in good working condition to Sprint’s Returns warehouse in exchange for an adjustment of all applicable equipment cancellation charges We advised that should Ms***n choose to cancel services with Sprint she will remain responsible for any and all applicable equipment and service charges for any billing cycle entered into until such time as she had requested cancellation by calling our representativesAdditionally, we advised Ms***n should she wish to keep her phone numbers registered to the aforementioned equipment, she must port-out her aforementioned phone lines to a new wireless service provider, which will effectively cancel her accountDuring our conversation with Ms***n on July 20, 2017, she stated that she was not completely satisfied with our proposed offers; however, requested additional time to for considerationWe advised Ms***n that should she choose to accept either our offer of a one time credit to her account in the amount of $or the ability to return the five iPhone devices associated with their respective Lease Agreements undamaged and in good working condition to Sprint in exchange for an adjustment of all applicable equipment cancellation charges, we encourage her to contact the undersigned directly at the phone number below within days from the date of this response Upon receipt of Ms***n’s previous filing where she expressed her dissatisfaction with our proposed offers, we spoke with her on July 25, 2017, to further discuss her account concern in detail and reiterated the aforementioned informationDuring our conversation, we advised that while we regret that she may disagree with our findings, Sprint’s decision remains unchangedWe advised Ms***n that based on our review of the account, Sprint sustains no further credit is dueFurthermore, we advised Ms***n that we have presented her with two very amicable aforementioned resolutions and that should she choose to accept either one, we will continue to honor our proposed offers until August 3, We urge Ms***n that should she choose to accept either offer to contact the undersigned directly on or before August 3, 2017, at the phone number noted belowAlthough, Ms***n may disagree with our findings, she confirmed her understanding with our proposed offers and has agreed to contact the undersigned directly should she with to reconsider of our offers Additionally, we spoke with Ms***n on August 3, 2017, we advised that we sincerely regret any inconvenience she might have experienced while attempting to address her promotionIn an effort to reevaluate our position, we have discussed Ms***n’s concern with our Executive & Regulatory Services teamAfter thoroughly reviewing Ms***n’s reported concerns and our records, we have confirmed that our position regarding this matter remains unchangedAlthough Ms***n may disagree with our findings, we are confident that her concerns have been fully addressed and the aforementioned offers toward resolution of her concern are both generous and amicableConsequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Ms***nIf we can be of further assistance, Ms***n 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, David H Executive Services Analyst

September Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com file [redacted] , Eva M [redacted] Sprint Account XXXXX***, David [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsEva M [redacted] regarding the Sprint account of MrDavid [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with equipment charges assessed to Mr [redacted] ’s Sprint account for equipment that was presented to them as free due to equipment promotions, advising that she and the account holder were not advised of those charges when their mobile numbers were ported to another service providerMs [redacted] requested that we provide credit for those disputed equipment charges We regret any misunderstanding that may have occurred regarding the terms of our referenced promotion and Mr [redacted] ’s disputed charges However, as outlined in the details of that promotion, both devices associated with the Lease-One-Get-One (LOGO) promotion must remain on an active line of service for the duration of the agreed-upon financing term for the promotional credits to apply Our records reflect that Mr [redacted] ported his four mobile numbers from Sprint to another network on July 20, Because he took that action prior to the satisfaction of the 24-month agreements associated with his two noted devices, cancellation charges were assessed to his account, pursuant to the terms of those agreements and the promotional offerWhile we regret that those details may not have been fully explained at the point of sale, the information is included in the documentation presented at the time the device agreements were signed and accepted During our September 11, 2017, conversation with Ms [redacted] , we explained the information outlined above We also informed her that the disputed charges are valid based on the terms of Mr [redacted] ’s device financing agreements and the referenced promotion Although we sustain that the disputed equipment charges are accurate, we offered service credits totaling $to Mr [redacted] ’s Sprint account to offset an amount equivalent to the disputed device billing due to any misinformation that may have been provided to her at the point of sale Ms [redacted] accepted our offer, and we applied the credits as agreed Ms [redacted] indicated her satisfaction with our actions We regret any inconvenience this issue may have caused Mror Ms [redacted] If we can be of further assistance with this concern, they can contact me directly by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] in response to our May 8, 2017, response to her original inquiry We appreciate your assistance in again bringing our customers’ concern to our attention According to the information received, Ms [redacted] rejected our response and stated that she was advised that her Sprint account is closed; however, she received another bill for a balance owed to Sprint As a result, she is requesting that to have the $balance reflected as owed on her account removed 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 equipment You can return your equipment to the point of sale within that time period for a full refund Sprint assesses a $restocking fee for returns and exchanges If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation Additionally, we will refund any activation fees within three days of activation You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your 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 your final invoice This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns During our conversation with Ms [redacted] on June 12, 2017, we explained that our records reflect that she activated new service on March 13, 2017, on three phone lines and cancelled her services within the 14-day Sprint Satisfaction Guarantee return period Our records reflect that two of the devices were confirmed as received in our warehouse and credits were applied to remove the charges associated with the two returned devices However, our records do not reflect that the third device was confirmed as received Ms [redacted] advised us that all three devices were returned in the some return kit Although we were unable to confirm the device was received, to resolve this matter, we reported the third device as lost/stolen Additionally, we applied a credit to her account to remove the $balance for the device As a result, her account is closed and reflects a credit balance in the amount of $for the down payment she made for the device We requested that a refund of $be applied to the credit card on file Please allow to business days for the refund to post back to the credit card We regret any inconvenience Ms [redacted] may have experienced as a result of this issue If Ms [redacted] has any additional questions, she can contact me by calling the Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:30p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

May 12, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In his complaint, Mr [redacted] expressed his frustration with his recent customer service experience while attempting to port out his phone number and have his device unlockedHe stated that due to issues he encountered with our online payment system, he was required to make a payment over the phone, for which he was charged a $processing feeAs a result, he requested that we release his phone number immediately and for other consumers not to have the same experience We attempted to contact Mr [redacted] via the phone number and email included in his inquiry on May 1, 2017, without success Mr [redacted] contacted us via email on May 3, 2017, questioning his bill balance and the aforementioned $payment processing feeWe attempted to reconnect with Mr [redacted] on May 3, and May 11, 2017, but we were unsuccessful As of this date, we have received no further 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 anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN 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, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can address his concerns We regret any inconvenience that Mr [redacted] may have experienced as result of these matters If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday thru Friday from 8:a.mto 4:p.mCentral Time Sincerely, Leslie [redacted] Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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 attentionAccording to Ms [redacted] ’s subsequent inquiry, she believes a better resolution could have been achieved rather than providing a Sprint certified replacement deviceIn addition, she believes that the customer service aspect of her complaint had not been fully addressed We contacted Ms [redacted] in regards to her rebuttal inquiry and apologized for any inconvenience she may have experienced as a result of this matterFor clarification, Ms [redacted] ’s existing device was replaced with a new model, which she activated on April 13, Ms [redacted] was unaware that a new replacement device was shipped rather than a certified replacement and she indicated that made all the differenceMs [redacted] expressed satisfaction with her new device We also recommended that Ms [redacted] add Total Equipment Protection (TEP) to her new device for added coverage and protection including manufacturer defects, as well as lost, stolen, or physical damageWith TEP, there is no in-store fee for repair or replacement coverage under the terms of the manufacturer’s warrantyFor lost, stolen, or damaged devices, a $non-refundable equipment deductible appliesMs [redacted] accepted our offer and we applied a $goodwill credit to her account as reimbursement of the $monthly service charge for a period of six months, which she appreciated Further, we assured Ms [redacted] that we have addressed her customer service concerns internallyWith the information reflected on her account, we were able to identify the representative involved during her recent sales transactionPlease be assured that this experience is not indicative of the level of service we expect from our employeesThe feedback Ms [redacted] provided was forwarded to the appropriate managerial staff empowered to make changes in this area Ms [redacted] confirmed that her issue is fully resolvedShould Ms [redacted] need further assistance in this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

May 24, 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 May 17, We appreciate your assistance in bringing our customers’ concerns to our attention According Mr***’s follfiling, he expressed his dissatisfaction with the previous response providedMr [redacted] further expressed his dissatisfaction with the delay in receiving his final billing statement from Sprint as well as having his account forwarded to an outside collections agency, upon the cancellation of his accountMr [redacted] requested that Sprint review this matter, provide him with a copy of his final billing statement and remove his account from the outside collections agency Sprint has reviewed Mr***’s complaintAs stated in our initial response, according to our records, on January 14, 2017, Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] to another wireless service provider; thereby, leaving one line of service active on the accountSince Mr [redacted] participated in Sprint’s Leasing program, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on the February billing statement Additionally, on January 20, 2017, his account was suspended due to nonpayment of an outstanding account balance Furthermore, our records indicate that due to nonpayment of the outstanding account balance, his account was forwarded to an outside collections agency, ICS 3rd Party for additional collection effortsAdditionally, Sprint cancelled his account on April 21, 2017, leaving his account closed with a final balance due of $1, This balance represents the remaining Lease cancellation and Lease Device Purchase Amount charges, unpaid monthly recurring charges and late fees as reflected on his December, 11, through April 11, 2017, billing statementsBased on our account review, we are unable to identify any billing errors As such, Sprint considers the outstanding balance to be valid We initially spoke with Mr [redacted] on April 21, 2017, and relayed the above information to himIn an effort to ensure a satisfactory and mutually acceptable resolution, we offered a one-time adjustment of $to offset a portion of the outstanding account balanceThis adjustment will appear on the May 11, 2017, billing statementIn addition, we agreed to mail Mr [redacted] copies of the February 11, and March 11, 2017, billing statements to his address on file, per his requestMr [redacted] stated that upon receipt of his billing statements he will remit a payment to her account Also, we advised Mr [redacted] that we are unable to remove this inquiry from the outside collections agency However, once Mr***’s satisfies his outstanding account balance the outside collection agency, will report this inquiry to the credit bureaus as paid in full Mr [redacted] accepted our resolution and confirmed his understanding with the information relayed to him In addition, we received an e-mail from MsAshley [redacted] on May 18, 2017, expressing her concerns with the Mr***’s account being forwarded to an outside collections agencySubsequently, we contacted Mr [redacted] on May 18, 2017, to further discuss this matter; however, he advised us that he was unavailableTherefore, we continued with our contact efforts to Mr [redacted] on May and of 2017, without success Should Mr [redacted] require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience 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/ [redacted] SExecutive Services Analyst

Thank you for helping resolve this matterI have already forwarded my number to a new cell phone and serviceJust waiting for the box to arrive to ship sprint's phone back to themSusan contacted me on September 19th via email stating the same in her letter to the Revdex.comI replied back that my service will be switched over by Saturday September I have done this tonight and told her to mail me the box for return of device and service is to be terminated as no longer using for the rest of the month and will be paying my remaining balance of this month Thanks again 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, Clayton [redacted]

January 4, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he made a down payment on a device in October and returned the device within the 30-day return period, however; he has not received the refund for the down paymentAs a result, Mr [redacted] is requesting that we provide him with a full refund of the down payment he made at the retail store and additional compensation During our discussion with Mr [redacted] on December 23, 2016, we advised him that we have processed a refund for $and he should receive the refund within to business daysHowever, we respectfully decline his request for additional compensation We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have spoken personally with Mondrell a couple of times He was very courteous As of the billing at the beginning of August my issue has finally been resolved I am very happy with the result Thank you Regards, [redacted]

August 4, [redacted] , Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Ms [redacted] : This is in response to the letter received by our organization on July 30, 2015, regarding [redacted] We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms [redacted] ’s filing expressed her dissatisfaction with her coverage and service related issues associated with her Sprint accountMs [redacted] cited that she has been experiencing dropped calls, poor data connectivity and delayed text messages for the past few weeksMs [redacted] stated that we advised her that we are working on a tower in her area and her services should be working after the updatesHowever, she is still experiencing the same aforementioned issues with her serviceMs [redacted] requested that Sprint repair or replace her Sprint device and provide her with a credit adjustment for the service issues she has encountered Sprint has reviewed Ms [redacted] ’s account, and conducted a network test of her local calling areaSprint has confirmed that Ms [redacted] has good coverage and substantial data usage in her calling area After speaking with Ms [redacted] , we advised that she should take her Sprint device to a Sprint Service and Repair center to be properly diagnosedOnce we confirm the findings, we can take additional steps in addressing Ms [redacted] ’s service concernsMs [redacted] has agreed to this resolutionAdditionally, we have applied a $service credit to Ms [redacted] ’s Sprint account due to the service issues encountered Ms [redacted] stated that she is willing to work with Sprint regarding her service concernsWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf we may be of further assistance, you can contact me directly at ###-###-#### or by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, Ty-William [redacted] Executive Services Analyst

August 8, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed his monthly Sprint billing, citing that he was quoted a monthly rate of $but received a bill for $ He requested that we honor the monthly rate quoted to him We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing Our records reflect that Mr [redacted] has one line of service on the $unlimited calling plan, since July 7, Mr***’s monthly charges also include Total Equipment Protection (TEP) option at $and his $lease agreement charge totaling $not including taxes and surcharges During our discussion with Mr [redacted] on August 5, 2016, we explained the above information We advised him that the quoted $was for the plan alone and did not include taxes and surcharges which were $for a bill total of $ Although, we are unable to confirm any error on the part of Sprint, we applied a credit for the disputed $to bring the account to a zero balance In addition, we removed the TEP option at his request and explained that this would reduce his bill charges to $not including taxes and surcharges We regret any inconvenience this matter may have caused and appreciate that we were able to address Mr***’s billing concerns to his satisfaction If we can be of further assistance with this concern, 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 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst