Sprint Corporation

February 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX [redacted] Sprint Case [redacted] Dear Ms***: 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] cited that he canceled his service in November and a Sprint representative advised him that he did not have an outstanding balance or a cancelation feeHowever, in January 2016, he received a collections noticeAs a result, Mr [redacted] requested that we credit his unpaid balance We appreciate Mr***’s taking the time to provide us with the details of his experience with customer care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management team for additional review According to our records, we did not receive a payment for bill cycle November 1, to November 30, Our records further reflect that Mr [redacted] canceled his Sprint service on December 18, Although this was not a billing error, during our conversation with Mr [redacted] on January 27, 2016, we offered to credit his balance of $Mr [redacted] accepted our offerTherefore, we applied a credit of $to his account to offset his unpaid balanceAs a result, his account is closed with a zero balance We regret any inconvenience this issue may have caused Mr***If we can be of further assistance regarding this issue, you or Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst

July 7, 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 by your agency, Ms [redacted] stated that due to a civil matter with the account holder, she requested to have the credit card that was used on file on the above account removed, as the card is her own personal credit cardMs [redacted] stated that after multiple attempts and because she was unable to authenticate the account, her request was deniedShe requested that we remove her credit card from the above-referenced account and no longer deduct payments from it As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, if you provide your credit and debit card information to us at any time, you authorize us to charge your cards until successful for all delinquent amounts you owe usSprint may obtain updated information from card networks, issuers or other third-party sources Because Ms [redacted] is not the account holder, we are unable to remove any credit card information from the referenced account without the account holder’s consent in accordance with our security guidelinesHowever, the financial owner of the credit card can contact their financial institution to dispute any transactions that they believe were not authorized Although we were unable to speak with Ms [redacted] directly, she responded via e-mail on July 3, 2017, stating that she canceled the referenced credit card Sprint is committed to protecting the privacy of our customersIn 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 accountSpecifically, 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 accountAs such, we must first speak with Mr [redacted] and have him provide the aforementioned security information before we can discuss the account or assist Ms [redacted] with the concerns raised in her inquiry If these issues remain unresolved, we invite Mr***, the account holder, to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he had a lease agreement that ended in May 2017, and was advised that the device purchase price was $ He stated that he was informed that once the lease agreement was fulfilled, if he chose not to pay the device purchase price, he would pay a $lease payment on a month to month basis He stated he was advised to go to a corporate store to pay off his lease and when he visited the store, he was advised that the device purchase price was $127, not the $he had previously been advised it would be He stated that because of this issue, his credit score has been affectedAs a result, he is requesting a resolution to these issues Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Our research shows that upon purchasing the device on a lease agreement on April 22, 2015, Mr [redacted] was provided with a clear disclosure of his equipment purchase and all other applicable fees and chargesThe lease agreement states that Mr [redacted] had the option to purchase the device at the end of the lease term for $120; however, that this price does not include any fees or taxes that may apply if he exercises his option to purchase the device The device purchase price was $plus $in tax and fees Mr [redacted] made a payment of $on May 11, 2017, for the device purchase price Our records reflect that Mr [redacted] ’ account was cancelled his account on May 12, 2017, and has a balance of $ Based on our review, we were unable to identify any billing errors and sustain that the account balance of $is valid Our records reflect that the balance consists of unpaid monthly recurring charges and late fees from April and May In addition, the account is in write-off status, and Mr [redacted] must contact the outside collection agency GC Services with any further questions regarding the settlement of his account They can be reached toll-free at ###-###-#### We spoke to Mr [redacted] on August 29, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit of the tax and fee charge for the device purchase price of $ He stated that he considers that we reached a mutually satisfactory resolution We appreciate Mr [redacted] for taking the time to provide us with the details of his experience Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that this has caused Mr [redacted] If we can be of further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, 9:a.mto 5:p.m., Central Time Sincerely, Sharon RExecutive Services Analyst

Tell us why hereSeptember 22, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** 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] cited that his Sprint account is set up on our automatic payment option but that he was notified by us on September 7, 2016, that his pre-authorized payment did not process and that he needed to remit payment immediately He further stated that he remitted his $payment as requested but that, when he reviewed his account, he noticed that we billed him twice for September Additionally, he expressed his dissatisfaction with the level of customer service received from our representatives during his multiple unsuccessful attempts to resolve his billing issueWe regret any possible misunderstanding that may have occurred regarding Mr***’s billing, as well as any delay in bringing that matter to resolution Our records reflect that the credit card information associated with his Sprint Autopay option changed and that, as a result, his pre-authorized payment did not properly process, which led to our notifying him that he needed to remit payment We also verified that Mr [redacted] was not billed twice for the same billing period However, our records further reflect that Mr [redacted] remitted a $payment on September 7, 2016, and requested on September 9, 2016, that we refund that payment We processed that $refund to his financial institution on September 13, 2016, leading to his account reflecting a balance due of that amount During our conversation with Mr [redacted] on September 21, 2016, we provided the information detailed above He acknowledged that information and stated that he remitted another payment of $on September 20, We confirmed that the payment has posted and that his account is current We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further reviewWe regret any inconvenience this issue may have caused Mr*** If I can be of further assistance regarding these matters, 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 TimeSincerely, Minnie SExecutive Services Analyst

January 6, 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] submitted on December 29, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s follfilling, she expressed her dissatisfaction with the previous response provided and the level of customer service she received while attempting to address her unresolved billing concerns According to Ms***, she did not establish a payment arrangement on November 28, 2016; therefore, the funds were not available on the referenced dateHowever, she did agree to a payment arrangement which was scheduled for processing on December 10, Therefore, Ms [redacted] requested that Sprint review these matters and respond accordingly Sprint has reviewed Ms***’s complaint As stated in our initial response, we realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance group can assist with payment arrangements, if available However, not all payment arrangement requests can be honored Our records indicate on November 21, 2016, Ms [redacted] contacted our Customer Care group and requested to establish a payment arrangement In response to her request, our Customer Care group scheduled a payment arrangement of $491.12, which was scheduled for processing on November 28, We have confirmed that Ms [redacted] did not meet the terms of her scheduled payment arrangementHowever, she remitted a partial payment of $on November 29, Additionally, Ms [redacted] contacted our Customer Care group on November 29, 2016, and requested to establish a new payment arrangementAs a one-time courtesy, we agreed to establish a payment arrangement of $256.12, which was scheduled for processing on December 6, We initially spoke with Ms [redacted] on December 6, 2016, and relayed the aforementioned information to her In an effort to resolve Ms***’s payment arrangement concerns, Sprint has agreed to apply a one-time adjustment of $to her account to offset a portion of the past due balance in exchange for a payment of $ Ms [redacted] accepted our offer and remitted the payment of $157, which satisfied her outstanding account balance Since our initial conversation with Ms [redacted] on December 6, 2016, we followwith her on December and of 2016, and reiterated the aforementioned information and resolution to her During our conversations with Ms***, she expressed her concern with her future eligibility for payment arrangements We advised Ms***, that not all payments arrangements can be honored; however, our Consumer Care group can assist with payment arrangements, if available Unfortunately, Ms [redacted] disagreed with our response and declined to further discuss this matter with SprintWhile we regret that Ms [redacted] may disagree with our payment arrangement policy, we are confident that her concerns were addressed and resolved to the best of our ability We appreciate Ms [redacted] providing the details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Ms***If Ms [redacted] has any further questions regarding these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

September 27, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] *** Sprint Case [redacted] Dear Mr***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to unlock her device for use with another domestic carrier Ms [redacted] stated Sprint will not unlock her device because her account is not in good standing; however, she states her balance is not past due As a result, she is requesting assistance with this matter.“Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international)Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock.Sprint will unlock a device under the following circumstances:• Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;• The account associated with the device must be in good standing;• The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and• The device has been active on the Sprint network, currently or in the past, for a minimum of days.We regret any frustration that Ms [redacted] may have experienced in the process of trying to get her issue resolved During our conversation with Ms [redacted] on September 21, 2017, she confirmed her device has been unlockedWe appreciate Ms [redacted] for taking the time to provide us with her experiences with our Sprint 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 will utilize this input to improve our training and processes.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely,Dianah A.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 still would like to know who signed docs without my consent Regards, [redacted]

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your office once againIn Ms [redacted] ’s rebuttal, she indicated her dissatisfaction with our response to her initial filing, advising that her original refund request was on December 23, 2016, and that late fees assessed to her account were the result of unpaid erroneous charges We regret any remaining misunderstanding that may exist regarding Ms [redacted] ’s refund and account balanceHowever, our records reflect that, prior to Ms [redacted] ’s remitting two payments of $on December and 23, 2016, her account balance was past-dueAs such, although Ms [redacted] ’s two above-noted payments of $left a credit balance of $121.24, the refund of one of those payments left a remaining balance that, again, was past-due During our e-mail correspondence with Ms [redacted] on February and 16, 2017, we explained the information outlined aboveWe also confirmed that the disputed $late fee was assessed validly due to the past-due status of her account balanceHowever, while we have been unable to identify any billing error associated with her account, we applied credits totaling $to her account on February 16, 2017, to offset the disputed late fee and the $equipment lease charges reflected on her September through November invoices, pursuant to a previous dispute We regret any inconvenience these issues may have caused but believe that we were able to address Ms [redacted] ’s additional reported concerns to the best of our abilityIf we can be of further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday and Wednesday through Friday, between 7:a.mand 6:p.m., Central Time Sincerely, Linda 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 My account was credited to reflect a credit for the phone that I turned in Regards, [redacted] ***

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] F [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states that he joined Sprint in November and that in the first week of service, he experienced service issues, such as dropped calls and no service He also states that he has three iPhone Plus devices and the face plate of the devices are coming apart Mr [redacted] states that his daughter visited the Sprint store for assistance and was informed that the devices were no longer covered under the one-year warranty He also states that his daughter visited the Apple store, who offered to fix the device for $300, and that Sprint wanted $for the deductible for filing an insurance claim Mr [redacted] states when his daughter called about the devices issues on his behalf, she was offered a credit towards one of insurance deductibles Mr [redacted] states that he did not agree with the offer, because he does not believe he caused the damages to the devices He further states that he believes the devices are defective and would like the contracts voided And last, Mr [redacted] states that he does not believe he was informed that the three devices listed on his account are under a Lease Agreement and that he is responsible for any damages As a result, he requests that he be able to return the devices at no cost to him Please be advised that we spoke with Mr [redacted] and his daughter, [redacted] , regarding their device concerns During our discussion with both Mr [redacted] and [redacted] , they stated that the devices are coming apart and they do not want pay a $insurance deductible to have the devices replacedThey stated that they believe the devices are defective and that the damages were not caused by them Additionally, Mr [redacted] stated that he was unaware that the devices are under a Lease Agreement Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges, equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Lease Agreements for all three devices We confirmed that phone line ending in [redacted] was cancelled on May 12, 2017, and the account was assessed $for the lease cancellation fee and the purchase price of the device We advised both Mr [redacted] and his daughter that the devices were provided in new condition with no damages at the point of sale Therefore, we are unable to accept damaged devices per the terms of the respective leases Although we were unable to identify a Sprint error regarding this ***er, as a goodwill gesture, we offered an account credit up to $per device as partial reimbursement for the noted repairs or if he decides to file an insurance claim Once confirmation of said action has been confirmed, we will issue these credits Regrettably, Mr [redacted] declined our offer Based on our review of this ***er, and the information provided, we must respectfully decline Mr [redacted] ’ request to return his leased devices in a damaged condition without incurring any additional charges Should Mr [redacted] reconsider our offer, it is available to him until June 14, All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Mr [redacted] subscribes to our TEP option on his noted line(s) of service If the problem with his device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Mr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep While we regret that Mr [redacted] is not satisfied with our response, our position remains unchanged After discussing this ***er with the Executive & Regulatory Services team, we are confident that all of Mr [redacted] ’ issues have been fully addressed and resolved to the best of our ability We regret any inconvenience this ***er has caused Mr [redacted] If we can be of further assistance, or if Mr [redacted] would like to accept our offer, he can contact the Executive and Regulatory Department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

August 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attentionIn the information provided, Ms [redacted] expressed her dissatisfaction that the promotion she was offered when she added a new tablet to her account is not awarding on her account Ms [redacted] requested that Sprint honor the terms of the promotional offer and provide the monthly service credit of $promised to her to reduce the Unlimited service plan for the tablet to $per month with enrollment in automatic paymentsAdditionally, she requested to have the $lease cancellation charges that were assessed to her account removedDuring our conversation with Ms [redacted] on August 2017, we explained that the referenced promotional was inadvertently not added to her account properly, leading to the monthly credits not systematically awarding to her account As resolution, we provided one-time service credit in the amount of $to offset the monthly service charges for the phone number ending in [redacted] on her account for a period of months However, she will continue to see the $monthly service charges for the Unlimited Tablet service plan minus the $automatic payment discount as long as she remains enrolled in automatic paymentsAs requested, we provided a credit for $to offset the lease cancellation charges for the leased device that she returned Ms [redacted] accepted our offer and confirmed that her issue is resolved We regret any inconvenience this matter may have caused 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 ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Jennifer F.Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have tried on multiple occasions to make MrRomualdo Faware of my situation which makes it difficult to speak with him on the phone during the hours he has provided because of my jobI replied to his emails on the dates of July 6th and July 7th letting him know my dilemma and then provided alternative ways to communicate with meHe has failed to acknowledge either of these emails and therefore I have yet to resolve this 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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is all that will occur Regards, [redacted] ***

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 7, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the delay in receiving her iPhone device order upon electing to upgrade the device associated with phone line ending in ***Specifically, stating that the above-referenced device was shipped to the incorrect addressMs [redacted] requested that Sprint review this matter, cancel the iPhone device order, and adjust her account accordingly Sprint has reviewed Ms***’s complaintAccording to our records on May 30, 2017, Ms [redacted] upgraded the device associated with phone line ending in ***, by activating an IPhone device via Sprint lease program at a local Sprint Retail Store locationSubsequently, Ms [redacted] contacted our Customer Care group on May 31, 2017, stating that the incorrect shipping address was provided at the time the device order was placed Accordingly, we updated the shipping address to the address that Ms [redacted] providedIn addition, we applied a $adjustment to Ms***’s account to offset the shipping fee, which will appear on Ms***’s June 29, billing statement We spoke with Ms [redacted] on June 9, 2017, to discuss her concerns in detail and relayed the aforementioned information to herMs [redacted] advised that this matter has been resolved and she confirmed that she received the iPhone device for phone line ending in [redacted] on June 2, As an effort to resolve this matter, we applied an adjustment of $to offset the Activation Fee and applicable taxes This adjustment will reflect on her June 29, billing statementAccordingly, Ms [redacted] accepted our resolution and Sprint’s efforts to resolve her equipment concern We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

[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 meI hope that I will never have to file a complaint about Sprint/Asurion They have a proven track record of providing horrible serviceThe only reason why I got my money back was because I refuted it thru Amex, and they dealt with itThere "deductibles" are massive fraud of epic proportionsI am glad that I didnt accept / need the new phone, because it was probably a damaged one Regards, [redacted]

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she added two lines of service to her account, and paid approximately $at the point of activation to take advantage of the Buy-One-Get-One (BOGO) promotion for the iPhone device She further stated that she was told by our Telesales representatives that her monthly service charges would be $including the four lines of service already on her account, plus the two new lines of service for a total of six lines Ms [redacted] indicated that the price she was quoted is not the amount she is being billed each monthShe further advised that her attempts to resolve this matter have led to unfavorable customer service experiences As a result, she is requesting that a credit be applied to her account to restore service, to return the devices for the two new lines of service, and to cancel those lines without cancelation fees She is also requesting a refund of the amount she paid at the point of sale of the two new devices We regret any possible misunderstanding that may have occurred regarding this matter Based on a review of our records, we determined that Ms [redacted] ported four of the lines of service on her account, and the two new lines of service ending in [redacted] and [redacted] that were added to her account are suspended To resolve this matter amicably, we set the above-referenced lines of service to cancel, and we sent two return kits to Ms [redacted] ’ address on file to facilitate the return of the devices Upon receipt of the devices in our warehouse, in good condition, we will credit the cancelation fee and device purchase options, and at that time, we will request that the $amount paid at the time of purchase of the devices, be refunded Ms [redacted] stated that she was also offered this resolution by one of our Customer Care representatives, and we agreed to uphold this resolution She accepted the information provided We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our Telesales 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 Ms [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused Should there be any additional questions or concerns with this matter, Ms [redacted] 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, Bridgette FExecutive Services Analyst

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention and regret any inconvenience that this matter has caused According to the information provided, Mr [redacted] is dissatisfied with the Account Spending Limit (ASL) programHe has requested that the monthly charge be removed from his account As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing service with usWe utilize the services of an outside vendor to conduct the credit verification process Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential As a result, we are unable to disclose that information Further, as stated in our Terms and Conditions of Services, we may at any time, based on your credit history, withdraw or change services or place limits or conditions on the use of our services Sprint will waive the $Spending Limit Program Charge for affected customers who enroll in our e-bill and recurring automatic payment programCustomers can set up recurring automatic payment via www.sprint.com by logging on to their My Sprint account, or contacting our Customer Care department to request that a recurring automatic payment enrollment form be sent to their address on record Sprint has received confirmation from Mr [redacted] that he has enrolled his account in our e-bill and recurring automatic payment program Based on this, the $charge will be waived as long as Mr [redacted] remains on e-billing and auto-pay options We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Mr [redacted] can reach me by contacting the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

January 23, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that he was charged twice for his monthly recurring service charge when he purchased a new device and changed his phone number As a result, he requested that Boost Mobile apply a credit to his account to offset one month of his service plan charges During our January 12, 2017, conversation with Mr [redacted] , he stated that he made a payment for his monthly recurring service charge on September 29, 2016, in the amount of $ Mr [redacted] further stated that he purchased a new device and changed his phone number on September 30, 2016, and as a result his credit card was billed an additional $for the monthly recurring charge for his new phone number At that time, we informed Mr [redacted] that our records reflect that one payment in the amount of $was posted to his account in September As a result, we requested that Mr [redacted] send us a copy of his bank statement that outlined both payments that were deducted from his bank account by Boost Mobile We received a copy of Mr [redacted] ’s bank statement on January 12, 2017, outlining that two payments were deducted from his account in September Therefore, we applied a credit of $to Mr [redacted] ’s account on January 13, 2017, to offset his monthly recurring service plan charge for February We are pleased to inform you that MrDroahn expressed his satisfaction with the resolution of this matter On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra O [redacted] Executive Services Analyst

November 10, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Teresea [redacted] on behalf of [redacted] [redacted] , LLC Sprint Account XXXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Teresea [redacted] on behalf of [redacted] , LLC We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] , an authorized point of contact on the account, stated that she canceled the Sprint account in October as a result of her dissatisfaction with Sprint’s equipment order process Ms [redacted] stated that in August 2017, she ordered a new device on the account; however, the device went into a pending status According to Ms [redacted] , she canceled the account as the pending device prevented her from activating any additional devices on the accountMs [redacted] is requesting that Sprint apply a courtesy credit to her account to offset the cost of the Early Termination Fees that were assessed to the account Please note that on November 8, 2017, we spoke with Ms [redacted] Ms [redacted] explained that after receiving the device, she had been unable to have the above-referenced pending status updated for more than six weeks As a result, she was unable to activate the device and canceled the account Though no credit is due, to mutually resolve this matter, Sprint applied a total courtesy credit of $1,to the account to offset the cost of the Early Termination Fees that were assessed to the account Ms [redacted] expressed her satisfaction with the resolution provided 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:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

February 3, Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case# [redacted] , Mr [redacted] Sprint Account#XXXXX*** Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] submitted on January 19, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the charges assessed to his account, after he returned a device to Sprint’s Returns warehouseMr [redacted] stated that a $credit should be applied to his account since the device was returned to Sprint’s Returns warehouse Furthermore, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterTherefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordinglySprint reviewed Mr [redacted] ’s complaint According to our records, Mr [redacted] established phone numbers ending in [redacted] via Sprint’s 24-Month Leasing program on December 15, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Based on our review, we determined that our Returns warehouse received his device and applied an adjustment of $to offset the Lease Device Purchase Amount on January 11, 2017, as reflected on the January billing statement We spoke with Ms [redacted] on February 2, 2017, and relayed the aforementioned information and resolution to himDuring that call, Mr [redacted] expressed his satisfaction with this resolutionWe appreciate your taking time to provide details of your experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] has any additional questions or concerns about our internal review, he may contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Eastern Time If we can be of further assistance, Mr [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonkExecutive & Regulatory Services