Sprint Corporation

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] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed our continuing to assess charges to her Sprint account after she requested the cancelation of her Sprint services in September She stated that we addressed the same concern about a year ago and advised that she would receive a $refund that never occurred Because the monthly billing to her account has continued since that time, she requested that we provide the promised refund for overpayment and written documentation that her Sprint account is closed We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we have forwarded feedback regarding this experience to the appropriate managerial teams for additional review We regret the circumstances that led to Ms***’s decision to cancel her Sprint services, as well as any delay in finalizing her account and refund request Our records reflect that her first service cancellation request was on September 1, 2015, and that, at that time, we apprised her that she would incur an Early Termination Fees for both lines of service due to the device discounts we previously provided for her device purchases Ms [redacted] then confirmed her understanding of the charges and accepted our offer to place her services on our Seasonal Standby Plan (SSP) until her device agreements were satisfied That rate plan provides customers with the ability to retain their mobile number(s) and active account status at a reduced monthly cost for a period of up to six months The plan was designed for those who wish to temporarily discontinue full monthly rate plan charges while traveling or for other purposes, without leading to Early Termination Fees or the loss of their existing mobile numbers The plan does not include any voice or data usage allowance and is available to customers whose services were active on a regular rate-plan for at least three months prior Terms of the SSP are sent to customers when the plan is initiated, and we send reminders of the six-month time limitation to customers prior to the end of their time allowance If those customers do not contact Sprint by the end of the sixth month of the SSP period to restore service on a standard rate plan, we will systematically change the affected line of service to a current rate plan Our records reflect that we sent Ms [redacted] an e-mail with the terms of our SSP on September 1, 2015, and a reminder that her sixth month was approaching on April 15, 2016, after her allowable six month SSP period but prior to our removing SSP from her referenced line of service and changing her rate plan to our Unlimited My Way plan option On May 13, 2016, pursuant to the terms of our SSP We regret that Ms [redacted] may not have been fully aware of the terms of our SSP; however, as outlined above, we provided that information to her Additional information related to that rate plan can be reviewed on our website at www.sprint.com Time on our SSP does not count toward the fulfillment of any existing device agreement(s), as our representative initially informed her on September 1, Our records further reflect that Ms [redacted] escalated these concerns to our Customer Care management team on August 30, On that date, we agreed to cancel her Sprint services on her billing cycle end date, credit $to her Sprint account to return the automatic payments taken during the previous three billing cycles, and send a refund check of $to her, as we confirmed that there was no voice, text, or data services used after the SSP was removed in May Although Ms [redacted] agreed that those actions would bring her concerns to resolution and all credits promised to her were applied on that date, an unknown systems anomaly prevented Ms***’s services from being cancelled until December 12, We contacted Ms [redacted] on December 29, During that conversation, she confirmed that the previously-referenced details were accurate, and we informed her that a refund of $was approved by our Corporate Finance department on that day However, we informed her that refunds of this nature can take up to five business days to be reflected on her account Ms [redacted] accepted the information provided and reiterated that she would prefer to wait until she has received confirmation from her bank that the funds were received We attempted to follow up with Ms [redacted] on January 3, 2016, to confirm her receipt of the $refund Unfortunately, Ms [redacted] did not answer However, we trust that the actions taken bring her reported concerns to the resolution she requested On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If we can be of further assistance with these issues, she can contact me by calling the Sprint 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

September 27, 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 account concern of Mr [redacted] to our attention We apologize for any inconvenience that he may have experienced as a result of this matter According to the information provided in the complaint, Mr [redacted] expresses his dissatisfaction with the performance of a device that he returned to the retail store within the day Satisfaction Guarantee period He states that he later returned to the retail store to purchase a new device of the same model and was not successful He also indicates that he was not satisfied with the level of customer service that he received when he attempted to resolve his concern During our discussion with Mr [redacted] , he stated that he wished to purchase another new phone at another retail store We conferenced him via phone with another Sprint retail store to assist him The retail store representative confirmed with Mr [redacted] that he was eligible to upgrade his phone to the phone model of his choice As a result, he decided to upgrade to another phone model that was anticipated to be in stock at the retail store in October The retail store representative advised Mr [redacted] that he will call him when the phone model that he chose is available at his retail store so that he may upgrade his phone at that timeMr [redacted] advised us that his concern was resolved We appreciate Mr [redacted] for taking time to provide details of his experience with this matter We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback If Mr [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] *** Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s complaint, she stated that she switched to Sprint as a result of our Switch and Save promotional offer She states that she has not received the Visa Prepaid card, which would be applied to the Early Termination Fees billed by Verizon Regrettably, we were unable to confirm receipt of the required paperwork from Verizon detailing the Early Termination Fee billed by them As stated in the terms of our Switch and Save promotion, customers must register and submit the required documentation within days of activation However, as a one-time courtesy, we applied credits totaling $to Ms***’s account in lieu of the promotional prepaid card Ms [redacted] will see these credits reflected on her next invoice If Ms [redacted] would like to discuss this further, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive 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:There is absolutely no repercussion for the representative or the company if I accept the responseWhile Marco explained to me that they could not unlock it because of policy, he also asked if I was still active duty military and that if I was, an unlock may be possibleThis was just one example of how there actually are ways to get around the issueI was already lied to by one Sprint representative and I will have a couple hundred dollar brick because of it Yes, I will need to accept that I was misinformed, but I will not accept that I am satisfied with the companies responseRespectfully, Brian S [redacted]

April 17, 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 supplemental inquiry submitted by Ms [redacted] ***We appreciate the opportunity to address her concerns According to the information provided, Ms [redacted] states that she had been experiencing multiple problems with her Samsung deviceShe further states that she is not satisfied with Sprint’s handling of this matter and will be terminating her service as a result Sprint regrets any possible misunderstanding regarding the one-year manufacturer’s warranty on her deviceAs we shared in our initial response, Sprint does not manufacture any device that is associated with our service and we are not responsible for any defects of the manufacturerHowever, should customers experience device issues, it is necessary that they visit a Sprint service and repair center to have their device tested and/or repaired at no additional charge while they wait, as long as the device is repairable and they subscribe to our Total Equipment Protection programAlternatively, if the device is still within the limited one-year manufacturer’s warranty period, a customer may send the defective device directly to the manufacturer for repair or replacement under the provisions of the manufacturer’s limited one-year warranty Because Ms [redacted] ***’s phone was outside the one-year warranty at the time we spoke with her, we recommended that she visit her local service and repair center to have the device diagnosedRegrettably, she has since cancelled the service on her Sprint account so we are unable to further troubleshoot her device concerns We assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured”Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customerMs [redacted] ***’s comments have been referred to the appropriate management team for review to implement changes where necessary We regret any inconvenience this matter may have caused, and regret that Ms [redacted] has decided to terminate the service on her accountIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean J Executive Services Analyst

September 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] Sprint Account xxxxx***, [redacted] To whom it may concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information in his follinquiry, Mr [redacted] again stated that he believes that he was he misinformed and is dissatisfied with the level of customer service he received while attempting to address several issues with his account He has returned the devices used on the account and is requesting that Sprint waive all charges on the account We spoke with Mr [redacted] on September 21, Although we find all charges to be valid and due, as a gesture of goodwill, we agreed to provide a one-time account credit for the device charges after confirming they have been returned in like new condition Further, we have provided a credit canceling the remaining balance on Mr***’s accountAt this time his Sprint account is closed, in good standingMr [redacted] confirmed that this resolved his issue Mr [redacted] provided feedback regarding his recent interactions with our Customer Service representatives We appreciate him taking the time to provide us with the details of his experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 11, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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 this concern to our attention In the information provided, Ms [redacted] stated that a Sprint account was established in her name and using her personal information without her knowledge or consent but that her attempts to close that account and remove her information from it have been unsuccessful She requested that we close the account and remove her personal information from our records We regret any difficulty Ms [redacted] may have experienced during her attempts to address her reported identify theft and Sprint account activation concerns Our records reflect that she previously brought this matter to the attention of our Fraud Management department and that the matter is being investigated During our conversation with Ms [redacted] on August 7, 2017, we explained the information outlined above She acknowledged that information but advised that she has not received a promised callback from our Fraud Management representatives We assured her that we would forward an update request to that department and ask that someone contact her promptly, advising that she should hear from someone within to hours We are pleased to confirm that representatives of our Fraud Management department called Ms [redacted] on August 7, 2017, and provided necessary information to terminate the disputed account We identified that a Fraud Packet was sent to her to complete and return to us to further assist with our review of her reported issues We regret any inconvenience Ms [redacted] may have experienced as a result of this matter We believe she has been provided necessary information required for complete resolution of her concernHowever, if we can be of further assistance with this issue, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

May 26, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] S [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 [redacted] S [redacted] on behalf of [redacted] on May 1, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the cost of her monthly recurring charges assessed to the account after she received an offer through our Customer Care groupIn addition, Ms [redacted] stated that she was also offered early upgrades for phone lines ending in [redacted] and [redacted] as well as Virtual Headsets at no additional cost, plus a partial credit to the accountFurthermore, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve these mattersMs [redacted] requested that Sprint review these matters and apply an adjustment to the account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on May 5, 2017, to further discuss her concerns During that conversation, we advised Ms [redacted] that we would investigate her concerns and follwith her accordingly We regret any possible miscommunication that may have transpired between our Customer Care representative and Ms [redacted] Our records indicate that on May 9, 2017, a member of our Customer Care Management team contacted Ms [redacted] to further discuss her concernsDuring that call, Ms [redacted] requested to update the price plan associated with phone line ending in [redacted] to reflect the Unlimited Freedom plan, effective the beginning of the new billing cycle date of May 9, However, phone line ending in [redacted] remained on the Unlimited Talk/Text planIn addition, a credit of $was applied to her account as a courtesy, as reflected on the May billing statementBased on Ms [redacted] ’s account selections, her monthly rate totals $per month, which includes monthly service charges, monthly lease charges per line, excluding taxes, fees and Surcharges As a result, we are unable to identify any billing errors To further investigate Ms [redacted] s’s account concerns, we engaged our Customer Care Management team on May 23, 2017, for further review As a result of the investigation, we were unable to substantiate her claims in regard to receiving an offer for early upgrades associated with phone lines ending in [redacted] and ***, as well as receiving Virtual Headsets at no additional cost Since our initial conversation, we attempted to contact Ms [redacted] via phone and email on May 25, to relay the aforementioned information to her as well as negotiate a resolutionUnfortunately, we were unable to reach her directlyShould Ms [redacted] have any questions and/or concerns pertaining to these matters discussed herein; we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] for taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this issue, 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/ Catherine [redacted] Catherine [redacted] Executive & Regulatory 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 Although the letter to you stated that I was contacted and accepted the change, I only received a voice mail and hadn't actually spoken to anyone to express my satisfaction But I do appreciate Sprint for checking out the details to this issue and providing what I was promisedThank you to everyone involved in this matter! Regards, [redacted] ***

February 15, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account#XXXXX*** Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on January 31, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] asserts that she is due an adjustment, for returning an iPhone 6device to a local Sprint Retail Store locationMs [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] ordered an iPhone device, as a replacement to his original order that was placed on August 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 Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreement which includes a description of the terms in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his lease agreement fulfillment dates on Sprint’s partAs such, because the devices were leased, it is the responsibility of the account holder to ensure that the devices are returned, per the terms and conditions of the respective Lease agreement The terms do not include an account credit; however, it does include an early cancellation clause Our records further indicate that Ms [redacted] returned the iPhone device on December 30, 2016, after fulfilling the terms of the respective Lease agreementAs such, her account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on the January billing statementAs such, Sprint adjusted the referenced charges on the same day of the device return We spoke to Ms [redacted] on February 2, 2017, and relayed the aforementioned information to herMs [redacted] accepted the above resolution We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms [redacted] can 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 Sincerely, /s/ MrM [redacted] MrM [redacted] Executive & Regulatory Services

Tell us why here June 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 rebuttal complaint of [redacted] submitted on May 31, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’s follfiling, he expressed his dissatisfaction with the delay in receiving his Visa Reward Card as part of our previous resolutionMr [redacted] requested that Sprint review this matter and process his Visa Reward Card accordingly Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, we regret any possible misunderstanding that may have occurred related to the terms of Sprint’s promotional offer As stated in the Terms and Conditions, potential Sprint customers seeking the $Visa Prepaid offer are required to potheir active wireless number(s) from [redacted] , [redacted] or [redacted] within the promotional timeframe between January 13, through February 2, Additionally, the customer must tuan eligible Smartphone with a value greater than $to Sprint Once approved, expectation regarding the delivery of the $Visa Prepaid card is to weeks Based on our review, Mr [redacted] received denials to his previous attempts to register due to the poof phone number ending in [redacted] having not completed until the end of the qualifying promotional offer period Additional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday We spoke with Mr [redacted] on May 5, 2017, to discuss his concern in detail and relayed the aforementioned information to him During our conversation, we advised Mr [redacted] that Sprint manually registered the phone number ending in [redacted] on May 2, 2017, as a one-time exemption for the $Switch to Sprint for Unlimited Data, Talk and Text promotional offer Upon receipt of Mr [redacted] ’s follfiling, we have confirmed that a new confirmation number was created and that he is expected to receive the $Visa Reward Card on or before June 8, We attempted to follwith Mr [redacted] via phone on May 31, 2017, June 1, and of 2017, to relay the above-referenced information and resolution to him, without success Should Mr [redacted] have any questions and/or concerns pertaining to the resolution discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern TimeSincerely, /s/ Regina S.Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she has been unable to sign into her Sprint online account, which led to her inability to remit the payment that is now past-due She requested assistance with access to her Sprint online account and credit for time spent attempting to resolve that concern We regret any difficulty Ms [redacted] experienced with her online account access During our initial conversation with her on June 6, 2017, we were unable to identify the source of her reported issue, and, at the recommendation of technical representatives, we referred her to go to one of our corporate retail locations with two forms of identification so that our representatives could properly confirm her identity and address her account access issue Ms [redacted] contacted us again on June 12, 2017, and advised that, although she complied with our request, the matter remained unresolvedAs a result, we forwarded her information to an advanced technical team for additional review and assistance Ms [redacted] advised that she would not be available for follow up with review until after June 22, 2017, and we informed Ms [redacted] that we would continue to monitor this matter and follow up with her after that date During our June 27, 2017, follconversation with Ms***, she advised that the matter is still unresolved We assured her that we remain dedicated to successfully identifying and correcting the underlying issue We then escalated her concerns to the management of our advanced technical team for prompt resolution and ag [redacted] again to continue monitoring the issue Ms [redacted] indicated her understanding of that information and her appreciation for our continued follow up We regret any inconvenience this matter may have caused Ms***, and we appreciate her patience as we continue to seek resolution to her reported concerns If we can be of further assistance with this concern prior to our committed callback to her, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

In the information provided, Mr [redacted] stated that on multiple occasions he attempted to process cancellations on his account, however, his call was disconnected each time he attempted to resolve his account concerns Mr [redacted] requests that we review his account and offer compensation During our July 21, 2017, conversation with Mr [redacted] , we explained to him that he has satisfied the installment terms on phone number ending with [redacted] and that line was cancelled on July 18, Also, he has satisfied the lease terms on phone number ending in [redacted] and the device was returned and an adjustment of $was applied to the account on July 10, to offset the Lease Device Purchase amountHe indicated his satisfaction with our response to his inquiry We appreciate Mr [redacted] ’s time to provide details of his experience with our Customer Care group 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

April 12, 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 Ms [redacted] filed on behalf of Sprint account holder Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that she and Ms [redacted] terminated their Sprint services and returned their devices to us due to multiple unresolved billing concerns She also described unfavorable customer experiences while attempting to address those concerns Ms [redacted] requested that we remove the remaining account balance in full We regret the circumstances that led to the termination of Ms***’s Sprint services, as well as any delay in addressing any outstanding account billing concerns Our records reflect that Ms***’s Sprint services were cancelled on January 23, 2017, when her two mobile numbers were ported from our network to another service provider Our records further reflect that the two leased devices associated with her Sprint account was returned to us and that credits totaling $2,were applied to Ms***’s account to offset her balance due in full We attempted to contact Ms [redacted] via telephone and e-mail on March 31, 2017, to acknowledge our receipt of Ms***’ inquiry and to discuss any remaining issues she or Ms [redacted] may have related to this filing Although we were unable to speak with the account holder directly, we received a call from Ms [redacted] on the same day, advising that she had successfully resolved her reported concerns We appreciate Ms***’ taking time to provide details of her experience with our retail and 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 will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms [redacted] and Ms***, as well as the loss of their business If we can be of further assistance related to these matters, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

February 28, 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 inquiry filed with your office by Ms [redacted] , and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Ms [redacted] states that she requested to cancel her account on November 28, 2016, and that the representative assured her that it would be canceled on December 1, 2016, the end of her bill cycleMs [redacted] further advises that she continued to receive invoices and collection notices after this request and paid $ And last, she advises that one of our representatives advised that her account reflects a $balance As a result, Ms [redacted] is requesting that we cancel the service on her phones and credit the charges Our records reflect that Ms [redacted] contacted us on November 28, 2016, and requested to cancel the service on her account We regret any misunderstanding that may have occurred regarding her request We also confirmed that, at the time she made this request, all of her agreements had been satisfied And last, the referenced $payment was applied toward her final bill dated December 5, During our conversation with Ms [redacted] on February 27, 2017, we canceled the service on her account and applied credits to offset the charges for the last two invoices because there is no usage reflected As a result, her account is in final status and reflects a zero balance Ms [redacted] accepted this resolution and stated that she considers this matter resolved We regret any inconvenience Ms [redacted] may have experienced trying to resolve her concerns If she needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Veronica [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Veronica [redacted] submitted on September 19, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the unfavorable customer service experience she encountered while attempting to resolve her account concernsMs [redacted] further expressed her dissatisfaction with the inability to receive her Visa Reward Cards as part of Sprint’s Contract Buyout promotionMs [redacted] requested that Sprint review this matter and honor the above promotion Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records indicate that Ms [redacted] established services with Sprint on May 6, 2017, by portiphone line ending in *** Upon the activation of service, Ms [redacted] tradher previous wireless service provider’s device at the third-party retail store location Thereafter, a Visa Reward Card in the amount of $was processed on May 27, 2017, for phone line ending in ***, which was sent to Ms***’s address on file We spoke with Ms [redacted] on October 3, 2017, to discuss her concerns in detail and relayed the aforementioned informationDuring our discussion, Ms [redacted] indicated that she did not receive the Visa Reward Card As such, we advised Ms [redacted] to contact Visa toll-free at ###-###-#### to have the Visa Reward Card reissued to herTo provide closure for this matter, we offered and Ms [redacted] accepted a one-time courtesy adjustment of $to negate a portion of her current account balanceThis adjustment will appear on Ms***’s October 9, billing statementMs [redacted] confirmed that Sprint has satisfactorily addressed her account concerns We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter 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

February 8, [redacted] ***, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] Sprint Account: [redacted] Sprint Case: [redacted] Dear Ms ***: This is in response to the letter received by our organization submitted on January 14, 2016, regarding Ms [redacted] We would like to thank you for the opportunity to respond Ms [redacted] filing expressed her dissatisfaction with the monthly lease charges associated with her five iPhone devices she is currently leasingMs [redacted] cited that she visited her local Sprint store and was convinced into leasing five devices, as she would receive a $discount for each device for the duration of the leasesHowever, she is being assessed $per month for each iPhone device and $per month for the iPhone Plus deviceMs [redacted] stated that she went back to the original point of sale to address this matter; unfortunately, she was unsuccessfulFurthermore, she contacted our Customer Care group for additional assistance and was advised that due to updating her price plans, she would not be eligible to receive the $Loyalty credit for each iPhone deviceMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] complaintPlease note, to show our appreciation to our Sprint customers, we provided a $monthly credit towards the purchase of a eligible Smartphone device via our Leasing program if grandfathered/ configured on an eligible price planAccording to our records, prior to Ms [redacted] upgrading her devices via Sprint’s leasing program; her account was activated on one of our grandfathered rate plansUpon the completion of the device upgrades, Ms [redacted] updated to a new price plan in August As a result, she was no longer eligible to receive the Loyalty credit of $per month for the duration of her device leases for her four iPhone devices and iPhone Plus deviceBased on our findings, we confirmed Ms [redacted] is being billed correctly for service Although Ms [redacted] is being billed correctly for her leased devices, on January 22, 2016, we spoke with Ms [redacted] and engaged the original point of sale to resolve this matterOn February and 8, 2016, we placed follcalls and attempted to contact Ms [redacted] at phone line ending in [redacted] to offer her a one-time courtesy credit of $to offset the $Loyalty credit from August through July 2017; unfortunately, we were unable to reach her directlyAs such, this offer will remain valid for days from the date of February 8, In order to take advantage of this offer, we urge Ms [redacted] to contact the undersigned directly at the phone number enclosed in this response We regret any inconvenience these matters may have caused Ms [redacted] If we may be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, Tyrone H [redacted] Executive Services Analyst

July 9, Hunter [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , MsKrista [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced inquiry of MsKrista *** regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concern to our attentionIn her inquiry, Ms [redacted] requested a $refund for her Monthly Recurring Charge (MRC) after canceling her serviceShe advised that Boost Mobile Customer Care refused her refund request We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Our records reflect that Ms [redacted] remitted a payment of $on June 4, 2015; however, on June 7, 2015, she made a decision to change carriersAs outlined in our Terms and Conditions of Service, monies paid toward services are non-refundable During our conversation with Ms [redacted] on June 18, 2015, we explained the details aboveAs a demonstration of our commitment to excellence, we extended an offer to Ms [redacted] to apply a credit of $to her husband’s Boost Mobile accountMs [redacted] accepted this as an amicable resolution and indicated she was satisfied On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***If you or she has questions regarding this matter, you can contact me by calling me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Susan E Executive Services Analyst

August 18, 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 inquiry of Mrs [redacted] ***, filed on behalf of account holder, Mr [redacted] ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Mrs [redacted] described unfavorable customer experiences during her recent attempts to address a billing concern, stating that she was misinformed regarding the terms of canceling one of her lines of service and her rate planShe requested that we cancel the referenced line without incurring any cancellation fees, and change her rate plan as well as apply credit to her account to offset the difference between the rate plans We regret any misunderstanding that may have occurred related to Mr [redacted] ***’ Sprint billingDuring our August 7, 2017, conversation with the account holder, Mr [redacted] ***, he granted permission for us to speak with his spouse, Mrs [redacted] ***, on his behalfPursuant to Mrs [redacted] ***’ request, we canceled their line of service ending in [redacted] effective today, and waived the Early Termination Fee as a one-time courtesyWe also changed the Sprint Better Choice – 40GB High Speed Data plan on the line of service ending in ***, with Mrs [redacted] ***’ consent, to the Shared Everything Data plan effective July 31, To completely resolve these matters, we applied credits totaling $to Mr [redacted] ***’ account to offset the disputed charges, prorated charges, late fees, applicable taxes, regulatory charges and surcharges We appreciate Mrs [redacted] ***’ taking the time to provide us with details regarding her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease 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 Mrs [redacted] ***’ concerns amicablyIf we can be of further assistance regarding these matters, she or Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

August 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] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s inquiry, she purchased a new device on August 28, 2015, free of any service agreement Ms [redacted] indicates that she was recently informed that she has a two-year agreement on the line in question As a result, Ms [redacted] is requesting that we provide her with proof of the agreement as she was unable to obtain that information from the original point of sale We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s service agreement with Sprint We attempted to contact Ms [redacted] to discuss her concerns in detail and receive a voicemail from her asking us to respond in writing with the requested information Therefore, please accept this letter as acknowledgement and response to her complaint Our records indicate that Ms [redacted] upgraded line (xxx) xxx- [redacted] on August 28, 2015, as outlined in her complaint Our records also indicate that the device was purchased at a reduced rate with a device subsidy requiring a two-year service agreement Additionally, a copy of her agreement along with the terms of the service agreement can be located online at [redacted] by managing her account If Ms [redacted] disagrees with these findings, she will need to provide us with proof of purchase (her original sales receipt from [redacted] ***) reflecting that she paid full MSRP for the device, which is typically $ Based on our review of the matter, we have determined that the service agreement is valid We apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter Should Ms [redacted] need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Sprint Executive Analyst