Sprint Corporation

[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 meOn the other hand, I just want to reinforce the the retail store Sprint located at [redacted] , Richmond, TX provided me a very dissapointed service and attention since Apple solved the problem in only secConclusion, I am satisfied with the resolution to close this case but it is very discourage to know that not call of attention for better service has been made to the store.Thank you Revdex.com for help me Regards, [redacted] ***

Executive & Regulatory Services P.OBox Irving, TX December 23, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he ordered two iPhone devices and accepted two free tablets and intended to switch his service to Sprint He received his tablets the second week of September and his iPhone device the third week of October 2016, but his remaining iPhone device was suspended with his previous service provider, Verizon According to his inquiry, he also received his second iPhone device the first week of November 2016, but later elected to return his devices and cancel his service As a result, he visited a Sprint store and returned his iPhone devices, but was unable to have his fees waived for the devices At this time, he is requesting to cancel the service on his account and return his tablet devices We attempted to contact Mr [redacted] by telephone and e-mail on December 21, 22, and 23, 2016, to discuss this matter in detail, and obtain confirmation for his request to cancel the service on his account Unfortunately, we were unsuccessful in reaching Mr*** 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 prior to speaking with 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 Mr [redacted] contact us at his earliest convenience so that we may discuss his account concerns We regret any inconvenience this matter may have caused Mr*** If I can be of further assistance regarding this matter, he can contact me 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 MTerrence MExecutive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 26, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernsMs [redacted] expressed her dissatisfaction with the inability to receive a total credit of $to her account offered by Sprint on February 18, 2017, as incentive to maintain Sprint as her wireless service providerMs [redacted] expressed her dissatisfaction with charges accrued in the amount of $in association with equipment cancellation charges related to phone numbers ending in [redacted] and [redacted] on February 26, 2017, after she accepted the aforesaid offerMs [redacted] further expressed her dissatisfaction with the inability to receive Reward Cards as part of Sprint’s Referral Rewards program, after she established services with SprintMs [redacted] requested that Sprint review these matters, adjust her account accordingly and honor the Referral Rewards program Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that Ms [redacted] contacted Sprint on February 12, 2017, to inquire about the cancellation of her services as she was considering switching to another wireless service provider due to her issues with her upgrade eligibility and service creditsBased on our review, Sprint confirmed on February 18, 2017, that Ms [redacted] was offered adjustments for the remaining Lease cancellation charges totaling $for the respective Lease Agreements associated with the phone numbers ending in [redacted] and [redacted] contingent upon her remitting payment for the Lease Device Purchase Amount charges of $in order to own the associated equipment Subsequently, Ms [redacted] ’s remitted a payment of $to Sprint and her respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] were cancelled on February 26, Consequently, immediate charges were accrued in the amount of $toward the remaining Lease cancellation charges for the respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] on February 26, On February 26, 2017, Sprint adjusted the unbilled remaining Lease cancellation charges balance in the amount of $and the Lease Device Purchase Amount charge in the amount of $associated with the Lease Agreement for phone number ending in ***In addition, an adjustment of $was applied to the account to offset a portion of the unbilled Lease balance associated with the Lease Agreement for phone number ending in ***The total amount of adjustments for the aforementioned charges applied to Ms [redacted] ’s account on February 26, was $ We regret any confusion that Ms [redacted] may have experienced regarding the billing dates reflected on her March 22, billing statementAs outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advanceHowever, the combined cost of equipment cancellation charges required to own the devices associated with phone numbers ending in [redacted] and [redacted] on February 26, was $per device totaling $Sprint adjusted $to offset a portion of the equipment charges described above on February 26, leaving a remaining portion in the amount of $which Ms [redacted] ’s remitted payment toward on February 26, We spoke with Ms [redacted] on May 1, 2107, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that in order to be eligible for Sprint’s Referral Rewards Program with the intent to make referrals, and to receive referral rewards, she must have an active wireless account in good standing with SprintWe advised Ms [redacted] that she had a previously unpaid account balance in the amount of $as reflected on her February 22, billing statement prior to the immediate charges accrued on February 26, for the equipment charges explained aboveMs [redacted] ’s March 22, billing statement reflects a single payment made in the amount of $on February 26, 2017; according to our records the last payment received prior to the amount of $on February 26, was a payment remitted by her in the amount of $on February 19, which is reflected on her February 22, billing statement and was applied toward an unpaid balance in the amount of reflected on her January 22, billing statement Therefore, Ms [redacted] ’s previous balance and the charges accrued reflected on her March 22, billing statement created a total due in the amount of $We confirmed that Ms [redacted] last payment remitted to Sprint occurred on March 31, in the amount of $261.21, which left her account with a past due balance in the amount of $Ms [redacted] ’s April 22, billing statement reflects the past due balance in the amount of $as well as charges and credits in the amount of $making a total balance due in the amount of $Ms [redacted] advised that she does not agree with our findings and insists that she never received the adjustments offered on February 18, in the amount of $As such, we encourage Ms [redacted] to review the complete details of her January and February billing statementsShould Ms [redacted] have further questions and/or concerns pertaining to the details of the aforementioned billing statements, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

May 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 the information provided, Ms [redacted] is disputing the account balance of $ She states that when her daughter upgraded her device in February 2017, she made a payment of $302, as she was advised that it would cover the cost for a shipping fee, service charges, and $in accelerated charges for her previous device Ms [redacted] states that she contacted our Customer Care department to question the balance and she was advised that the $balance included the accelerated charge for phone ending in *** She states she was further told that the payment of $had applied to her bill balance of $and not to the costs incurred during the upgrade process As a result, Ms [redacted] states that she believes the balance of $to be an error and is requesting account credits to correct the balance We regret the circumstances that led to Ms [redacted] ’ filingOur records reflect that on February 20, 2017, when phone ending in [redacted] was upgraded, the account had a past due balance of $and a balance of $with a due date of March 5, When the payment of $was processed, due to the device purchase reflecting as being in pending status, it posted immediately and it applied to the amount due at the time of upgrade of $and the billed balance Since the outlined transaction, three bills have posted to the account for March, April, and May In short, our records clearly reflect the posting of the noted $payment; however, because there were past due charges reflected on the account at the time of the payment, and charges that have been assessed since that time, the balances as outlined on Ms [redacted] ’ invoices are valid We spoke to Ms [redacted] on May 16, 2017, and explained our aforementioned findings Ms [redacted] stated that she still believed that the she has been overcharged In an effort to further address her billing dispute and any account questions, we offered to partner with her to review her billed balances and received payments in detail to ensure no errors had occurred Ms [redacted] stated that she did not have her bill available at that time to review personally during our call and requested a follow up call We attempted to contact Ms [redacted] on May and May 23, 2107, but unfortunately, we were unable to reconnect with her In addition, we sent an e-mail outlining our findings in detail on May 24, 2017; however, to date, we have received no response to our contact attempts Based on the information outlined above, we were unable confirm a Sprint billing error and believe this matter has been fully addressed However, should Ms [redacted] have any questions or if she would like to review past payments and charges with us, I may 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 Time Sincerely, Leslie [redacted] Executive Services Analyst

March 12, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX5248, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] , filed on behalf of account holder [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] is disputing the device damage fee assessed on the leased device that was turned inMr [redacted] states that the charge was to be adjusted, but has not, resulting in service interruption and a late feeMr [redacted] also disputes the activation fee that was assessed with the upgradeAdditionally, Mr [redacted] states that the account has not received an expected upgrade promotional service creditHe is requesting that the device damage fee, late fee and activation fee be adjusted and to receive the upgrade promotional creditWe spoke with Mr [redacted] on February 8, 2018, regarding his concerns and confirmed that the account was charged a device damage feeHowever, it was confirmed that the device was not damaged and the device damage fee was removed We also discussed a promotional credit for upgrading that he is not receivingMr [redacted] agreed to allow follto further review the late fee and activation fee along with the promotional offer After further review of Ms [redacted] bill, we confirmed that the late fee was not a result of the device damaged fee charge, as our records shows a payment was made after the bill due dateWe also confirmed that the account was assessed an activation fee for new equipment purchasedA further review with our retail store confirmed that Mr [redacted] did not qualify for a promotional offer to receive a discount off an iPhone X as the traded in device was leased and was not owned by the customer, as required for the promotion We followed up with Mr [redacted] on March 8, 2018, an explained the above referenced informationWe offered the return of the equipment for full early lease cancelation waiver due to any possible misinformation provided at the point of saleMr [redacted] understood and will have the main account holder consider their optionsHe had no other concerns We regret any inconvenience this matter may have causedIf we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Michael G.Executive Services Analyst

Tell us why here...August 31, Kansas City Revdex.com Ward Pkwy, 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 Ms [redacted] submitted on August 22, We appreciate your assistance in bringing our customer’s concern to our attention Ms.***’s follfiling expressed her dissatisfaction with the inability to receive a replacement device [redacted] stated she upgraded her devices associated with phone lines ending in [redacted] and ***; however, the device associated with phone line ending in [redacted] was damagedMs [redacted] requested that Sprint replace her device associated with [redacted] at no cost According to our records, on June 1, 2017, Ms [redacted] ungraded her device associated with phone lines ending in [redacted] and [redacted] via Sprint’s Leasing programIn addition, phone lines ending in [redacted] and [redacted] are enrolled in our Total Equipment Protection (TEP) plan, which 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 warrantyTherefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Upon completion of our account review, we are unable to substantiate that Ms [redacted] received a damaged device associated with phone line ending in ***On June 6, 2017, Ms [redacted] contacted our Customer Care team in regard to opening a claim with AsurionOn July 24, 2017, Ms [redacted] filed the claimed with Asurion for phone line ending in *** On August 8, 2017, we offered Ms [redacted] a one-time credit of $to offset a portion of the deductible associated with her claimUnfortunately, Ms [redacted] declined the offer In an effort to ensure that we reach an amicable and satisfactory resolution, we attempted to contact Ms [redacted] via phone and e-mail on August and 25, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms [redacted] on August and 30, 2017, without success Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We apologize for any inconvenience this matter may have caused Ms***If Ms [redacted] has any questions or to accept our offer within the next days, she can contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive and Regulatory 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 left messages for a call backThey only call during work hoursIt's difficult to speak with them during these hours because I'm t work Regards, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I found their explanation as to how and why a phone should be unlocked completely unnecessary, as I already knew all of these requirements, and knew the phone met these requirements, which is why I attempted to contact them to begin withThey in no way addressed the many uncooperative operators who refused to unlock this phone, nor the ones who left me on hold for 40-minutes, forcing me to finally hang up and call again, and againYes, they did call me twice, the first time on CHRISTMAS EVE, the second, a week laterBoth times, instead of leaving a toll free number, they left one that could not be accessed my my cell phone! When they finally emailed, I responded right awayThey did finally unlock the cell phone, which is the resolution I needed, but in no way do I believe they deserve any rating higher than a D-Sprint is a company I will never do business with, and would advise others to steer clear of as wellPlease be advised that my email address should be changed to [redacted] [redacted] ***

January 18, 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] , submitted on December 24, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s complaint, she states that she inadvertently sent a payment to Sprint in the amount of $that was meant for her current cellular providerMs [redacted] is requesting that we return the payment made to Sprint in error We spoke with Ms [redacted] on January and 11, 2017, regarding her disputeAfter review, we were able to confirm that we did receive the payment in questionWe are returning the funds to Ms [redacted] via a refund check The refund check has been processed and Ms [redacted] should receive it within daysMs [redacted] expressed satisfaction with the actions taken We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached 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, LaToya [redacted] Executive Services Analyst

February 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to obtain the rate plan and device pricing previously offered to him by our Telesales department He stated that although we agreed to review the interaction and contact him with the research findings, his call was disconnected when he answered He requested to speak with someone in management to have us honor the pricing offered by our Telesales representative We regret any possible understanding that may have occurred regarding the referenced promotional rate plan and device lease offers During our discussion with Mr [redacted] on January 30, 2017, we attempted to address his reported concerns Mr [redacted] informed us that a member of our Social Media department had contacted him the previous Saturday and provided a fair resolution to his reported concerns We thanked him for the update, extended an apology for the inconvenience, informed him that we were able to identify the representative involved in the device upgrade on January 1, 2017, and reassured him that the appropriate feedback regarding his experience would be forwarded to management for additional review Mr [redacted] indicated his complete satisfaction with the resolution provided We regret any inconvenience these matters may have caused Mr [redacted] , and we appreciate his continued business If we can be of further assistance with these issues, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [redacted] **Executive Services Analyst Tell us why here

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx8694, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint account holder Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her and Mr***’s monthly Sprint charges increasing without explanation and with network connectivity issues inside their home She also described unfavorable customer experiences during her attempts to address those concerns We regret any possible misunderstanding that may have occurred with regard to Mr***’s Sprint charges During our February 21, 2018, conversation with Mrand Ms***, we confirmed their understanding and satisfaction with previously-addressed billing disputes; however, Ms [redacted] reiterated her belief that their monthly charges are higher than the amount agreed to during those interactions We reviewed Mr***’s monthly charges in thorough detail and confirmed that his billing is correct and valid based on their chosen rate plan, equipment, and other account selections We further advised that we regret any possible difficulty Mror Ms [redacted] may be experiencing with the use of our services indoorsHowever, technical issues can occur any time that the wireless signal between our network and a wireless device is interrupted or blocked by natural, man-made, or weather-related obstructions Such issues are inherent to wireless communication As a result, our marketing materials reflect that Sprint service is not available in all areas and that we cannot guarantee coverage at any location at all times Additional coverage information is available on our website at www.sprint.com We identified that Mr***’s service address is within our coverage footprint for voice and 4G LTE data coverage However, due to the inherent nature of wireless signal propagation, pockets of low/no signal may occur in his area due to topographical, construction, or other obstacles outside our control We confirmed that we have had no recent network events reported in his area and that our network is operating within parameters In an effort to improve the ***s’ indoor wireless communication experience, we recommended that they consider our Calling feature built into their devices That feature converts a signal for Sprint calling and texting useMs [redacted] acknowledged that information but advised that she had previously been promised a Sprint Airave device We explained that the Sprint Airave is the predecessor of Sprint Calling and performs the same function within a single residence, whereas Sprint Calling feature is mobile Mrand Ms [redacted] indicated their understanding of that information We regret any inconvenience these concerns may have caused the ***s If we can be of any further assistance with these issues, they can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext4351, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

July 20, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File [redacted] , [redacted] on behalf of *** [redacted] Sprint Account: xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on July 6, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Mr [redacted] asserts that a Sprint employee activated new lines of service and ordered two IPhone devices without their knowledgeAdditionally, Mr [redacted] expressed his dissatisfaction with the outstanding account balance being forwarded to an outside collections agency, after the cancellation of the account Mr [redacted] requested that Sprint review these matters and take the appropriate action Sprint has reviewed Mr [redacted] ’ complaintWe spoke with Mr [redacted] on July 6, 2017, to further discuss his concerns During that call, we agreed to retrieve and review the call recording and we would follwith him accordingly Subsequently, on July 13, 2017, we have retrieved and reviewed the call recording for the November 25, interaction At that time, Ms [redacted] inquired about activating one new line of service and ordered a LG Stylo device During the call, our Telesales representative offered Ms [redacted] to activate two new lines of service with the order of two LG Stylo devices During the call, Ms [redacted] stated she would consider her options and agreed to follwith our Telesales department should she wish reconsider the proposed offer Based on our account review, we are unable to substantiate that she was offered two IPhone devices However, we confirmed employee misconduct by our Telesales representative and regret any inconvenience this matter may have caused Ms [redacted] On July 13, 2017, we confirmed the equipment was received at Sprint’s Returns warehouse on December 23, Due to an inadvertent error the unauthorized lines of service were not cancelled until January 17, and April 18, To resolve this matter, a total adjustment of $was applied to the account to negate the monthly recurring charges, late fees and related taxes assessed to phone numbers ending in [redacted] and ***, as reflected on the December 9, through April 9, 2017, billing statementsIn addition, once Ms [redacted] remit a payment towards the remaining balance owed on the account, we will notify the outside collections agency, Business Revenue System, Incto cease collection efforts and in-turn they will notify the credit bureaus to remove all negative reporting We spoke with Mr [redacted] on July 17, 2017, and relayed above information During the call Mr [redacted] agrees the remaining balance owed on the account is a valid charge; which, represents the remaining Installment Billing accelerated cancellation charges assessed to phone numbers ending in [redacted] and ***Additionally, Mr [redacted] stated they will remit a payment no later then July 29, in the amount of $Mr [redacted] acknowledged the information provided to him We regret any inconvenience this matter may have caused Mrand Ms [redacted] If we can be of further assistance with this matter, Mror Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Hakima W Hakima W Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I feel as though Sprint's representative Mr [redacted] went above and beyond to help resolve my issues I am very pleased with the outcome Thank you very much Regards, [redacted]

December 19, 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] to our attention We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] indicates that she purchased two phones from nTelos in July She states that the phones were provisioned on an unlimited plan She states that one of her daughters subsequently experienced difficulty with the performance of her phone She indicates that she did not authorize the subsequent Sprint account established in her name, and she disputes the cost of the unlimited plan provisioned on her Sprint account She also states that her daughters were provided two new phones at the Sprint store without her authorization She indicates that it was her understanding that two return kits were being sent for her to return the two new phones that she indicates that her daughters are presently using As a result, at this time, she disputes the balance reflected on her Sprint account She also expresses her dissatisfaction in regard to the level of customer service that she received when she attempted to resolve these matters During our discussion with Ms [redacted] on December 18, 2016, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Ms [redacted] can contact us at the number provided below at his earliest convenience, to complete the authentication of her account so that we can resolve her account balance concerns According to our initial review of our records, we confirmed that the above-referenced Sprint account was transitioned from Ms [redacted] ’s nTelos account with an unlimited plan provisioned for two lines of service Our records also indicate that the account established with Sprint/ [redacted] has acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/ [redacted] after a multi-month Network transition process As part of this transition, nTelos customers in the affected markets have the opportunity to either switch to Sprint/ [redacted] or they may choose to go to another provider Sprint/ [redacted] has been offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits Affected nTelos customers who choose to switch to Sprint/ [redacted] will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, was already been sent to all affected customers Accordingly, nTelos customers with questions about their former or current nTelos or FRAWG account, can contact nTelos Customer Service at [redacted] (###-###-####) or Prepaid FRAWG customer service [redacted] (###-###-####)Customers may also dial from their device 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 customer feedback and will utilize this input to improve our training and processes If I can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, Patricia 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 meCatherine [redacted] with Sprint has been both helpful and attentive in helping me resolve thisI only wish my previous interactions with Sprint's customer service depthad been as helpful to prevent this matter from being escalatedThere is one conditionIn past dealings, Sprint customer service has provided me with information or made promises that turned out not to be trueTherefore, even though I am satisfied with this proposed/promised resolution, I wish to keep the complaint open until I receive the next bill showing the creditI was told I can expect to see that bill in early March, likely March 9thTherefore I would like for Revdex.com to reach out to me again on March 10th to be certain that Sprint has indeed followed through with their promise prior to formally closing the complaintI hope you understand my hesitation to resolve a matter based on promises alone given my recent history with SprintHopefully, come March 10th the promised credit will show on my bill and we can formally close the matter Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I did accept Sprint's offer and I am satisfied with the resolution, and because of that is the only reasoning I am accepting this responseHowever, I will provide additional detail to this caseI was never advised Sprint was unable to identify any error on the part of Sprint nor did the analyst from Sprint inform me they were declining my requestsThe conversation only consisted of the analyst offering me options to which one option I agreed toThe second conversation was only me confirming I did upgrade my device to the phone I previously ownedI do appreciate Sprint working with me and the analyst was pleasant the very short times that I did speak with her, however, I want to be clear on what actually happenedFurther more this response is very contradictory, earlier in the response it is stated there was confusion with "promotional opportunities" communication sent to me yet later in the response it is stated that the communication I received does confirm that I enrolled in the insurance, therefore there was actually no confusion and I did in fact enrollAlso it states the processing wasn't complete which should have been conveyed to me during my original phone calls to Sprint or at the very least before me having to learn it via this response.Again I do appreciate Sprints speedy and helpful resolution.Additionally I would like to close this case.Thank you.Regards Regards, [redacted]

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing Mr***'s concerns to our attention In the information received, Mr [redacted] related that we are charging him more for services than he agreed to when he recently changed his rate plan, citing that his employer-based discount was removed and that an additional $per month charge was added to each of his three lines of service without his knowledge When he contacted Sprint to resolve this matter, our representatives offered to restore his original rate plan and to apply a $credit to his account to offset the additional monthly charge for one month; however, Mr [redacted] expressed his dissatisfaction with that resolution and requested that we provide the service plan pricing that he was quoted We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint billing Our review of his account revealed that his current charges are accurate based on his rate plan and device selections When Mr [redacted] accepted his two-year Sprint Subscriber Agreement on August 30, 2014, he consented to retain a qualified rate plan for two years from that date As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchase However, when Mr [redacted] changed his rate plan on March 19, 2016, he chose our Unlimited Family Share Plan, which is not compatible with Subscriber Agreements Sprint advertises that the Family Share Pack suite of rate plans, such as the plan chosen by Mr***, as non-contract rate plans As outlined the terms of those rate plan, Subscriber Agreement customers are eligible to select one of those rate plans at a higher rate for the duration of the original Subscriber Agreement The rate plan will revert to the non-contract price featured in our advertising after the satisfaction of the Subscriber Agreement In this instance, the disputed $Subsidized Device charges will cease after September 5, In addition, and as also included in the terms of our Family Share Pack plans, employer discounts are not allowed with those plans due to the significant discounts already built into them During our April 14, 2016, discussion with Mr***, we explained the details outlined above and assured him that the disputed charges are valid and cannot be removed However, we also confirmed that he spoke with representatives of a specialized escalations team on April 8, 2016, who also explained that information but provided an agreed-upon resolution consisting of our applying one-time credits totaling $to his account, as previously referenced In addition, that team arranged for Mr***’s service plan pricing to revert back to his original plan, effective May 1, Mr [redacted] advised that he remains dissatisfied with that resolution Based on Mr***’s response, we discussed the advantages of his current rate plan and assured him that we regret any frustration this concern may have caused him As a result of that conversation, Mr [redacted] agreed to retain the new service plan He understands that the disputed charges will remain valid In turn, we applied an additional $credit to his account to offset a portion of his service charges due to any possible miscommunication that may have been given to him related to the disputed charges Mr [redacted] indicated that his concerns have been fully addressed If we can be of any further assistance with this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

January 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [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] M [redacted] submitted on December 11, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s follfilling, she expressed her dissatisfaction with the previous response providedAccording to the information provided, Ms [redacted] expressed her dissatisfaction with her account being assessed data overage charges totaling $1, According to Ms [redacted] , she did not utilize her Mobile Broadband device for the past four months; therefore, she believes that her account should not have been assessed data overage charges during that time period As such, Ms [redacted] requested that Sprint review this matter, apply the appropriate adjustments to her account and allow her the ability to terminate her account, without penalty Sprint has reviewed Ms [redacted] ’s complaintAs stated in our initial response, our records indicate that phone line ending in [redacted] exceeded the data allotment in the Mobile Broadband Data plan as reflected on the September and October invoicesAs such, we are unable to identify any billing errors and confirmed the charges to be validSince then, Ms [redacted] has updated her preferred communication method to email as of October 5, As such, she will receive future usage alerts notifications via email if she exceeds the data allotment in her Mobile Broadband plan Since our initial conversation with Ms [redacted] on December 27, 2016, we followwith her on January 9, 2017, and reiterated the aforementioned information and resolution to her During our conversation, Ms [redacted] disagrees with our findings and terminated our conversation Therefore, in an effort to resolve Ms [redacted] ’s complaint, as a one-time courtesy, Sprint has agreed to apply a full adjustment of $1,to her account to offset the data overage charges as reflected on the aforementioned invoices We attempted to follow up with Ms [redacted] to further discuss her complaint; however we were unsuccessful Should Ms [redacted] wishes to accept our offer, she has (14) days from the date of this letter to contact the under sign We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] has additional concerns or questions, she may contact the Executive & Regulatory Services Department toll free at ###-###-####, extension *** We are available Monday through Friday a.muntil p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo F Executive Services Analyst

July 11, 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: 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 the information provided, Mr [redacted] advised that we did not fully inform him of the details of a promotional rate plan that he recently accepted on his Sprint account , namely that the monthly promotional pricing will increase in He requested that we keep his pricing at the rate he was originally quoted We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing and the terms of our referenced promotional rate plan However, based on our review, we were unable to identify any billing error associated with his account Our records reflect that Mr [redacted] activated his five lines of service on June 5, 2017, with our Unlimited Freedom Plan, which provides unlimited talk time, text messaging, and data usage per line at a rate of $per month for the first line, $per month for the second line, and no charge for additional lines of service, up to ten However, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan will increase after June 30, 2018, to a rate of $per month for the first line, $per month for the second, and $per month for additional lines, up to tenThose rates do not include applicable taxes and surcharges but do reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) option During our July 6, 2017, discussion with Mr***, we explained the information detailed above We also informed him that the same details are reflected on his monthly Sprint billing statement and were provided to him in the transaction summary provided when he activated his services with us As such, we informed him that we are unable honor his request However, due to any possible miscommunication that may have been provided at the time of his service activation, we offered a one-time courtesy credit of $ Mr [redacted] accepted our offer, and we applied the credit as agreed Mr [redacted] confirmed his understanding of his billing and his satisfaction with our resolution We regret any inconvenience this issue may have caused Mr*** If we can be of further assistance regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

December 5, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken to resolve a billing error Mr [redacted] stated he was offered to change his rate plan and, after upgrading one of his handsets, his November invoice was higher than expected Mr [redacted] further stated, after contacting Sprint again, that he was offered a different rate plan for $per month; however, Sprint declined to honor the new offer Mr [redacted] requested Sprint to honor the offer that would reflect $plus taxes for his monthly invoice, and that he not be charged prorated fees for changing the rate plan We appreciate Mr***’ taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review Our records reflect that on October 17, 2016, Mr [redacted] was offered, via Sprint’s e-chat, the option to change his rate plan, and was advised that the change will be effective at the start of his next bill cycle, November 4, Our records further reflect that his telephone number ending ***, inadvertently did not change to the new rate plan on November 4, During our December 5, 2016, conversation with Mr***, we confirmed that he was offered and accepted a new rate plan on November 14, 2016, and that we applied service credits totaling $to offset the prorated monthly recurring charges Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction at this time We thanked Mr [redacted] for taking time to provide details of his experience with our Customer Care representatives We advised that we are continually striving to improve the quality of service provided to our customers, and we assured his 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 Mr*** If he requires additional assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] KExecutive Services Analyst