Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a re [redacted] why you are rejecting the responseIf no re [redacted] is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Although I agreed with the waiving of the fee, Sprint representatives and management admitted fault in giving information to me, Bridget E***, but it is not stated in the letterThey also verbally admitted to the lack of customer service customers have been receiving and assured me that they would be getting new call center jobs in America and cutting down on representatives overseas in the PhilippinesI am happy with what was done as far as waiving the fee, but they only did so because their representatives verbally misrepresented the terms and the options available at the end of the lease and did not present all the options available to being purchased at the timeTheir representative that sold me the phone did not give me the option to do installments and said only the lease was available Sprint admitting no fault is absolutely not true which is the re [redacted] I'm rejecting the response Regards, Bridget E***

July 7, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint for [redacted] submitted on June 13, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] s*d that he returned the device associated with phone number ending in [redacted] to a local Sprint Retail Store location; however, he continues to be assessed monthly installment billing and recurring charges for the returned deviceAdditionally, Mr [redacted] s*d that he did not authorize the enrollment in Sprint’s Total Equipment Protection (TEP) plan for phone number ending in ***; yet the account was assessed monthly TEP chargesMr [redacted] further s*d that he received a Tablet device in May 2015, which he believed to be free at the time of purchaseHowever, he later discovered that his account was being assessed monthly recurring charges and elected to return the Tablet device to a local Sprint Retail Store locationHowever, his account continues to be assessed additional chargesLastly, Mr [redacted] s*d that in January 2015, an equipment upgrade was performed on phone number ending in [redacted] without his authorizationMr [redacted] requested that Sprint review these matters and provide him with an amicable resolution Sprint has reviewed Ms***’s complaintAccording to our records, we confirmed that phone number ending in [redacted] was ported-out to another wireless service provider on May 20, 2017, effectively canceling this line of serviceAs a result, Mr***’s account was assessed the Fair Market Value in accordance to the terms associated with his respective Lease Agreement as reflected on his June billing statement Please note that 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 After further review of this matter, we have confirmed that on June 9, 2017, the IPhone device associated with phone number ending in [redacted] was returned to a local Sprint Retail Store locationAs a result on June 13, 2017, an adjustment totaling $was applied to the account to offset the Fair Market Value as reflected on the June billing statement Our records further indicate that on May 8, 2015, that Mr [redacted] activated an IPhone device on phone number ending in ***Additionally, the Total Equipment Protection (TEP) plan was added to the phone number ending in ***, at the time the referenced device was activatedPlease note that all new Sprint devices and/or Mobile Broadband 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 themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyOur records show a signed Transaction Summary consenting to the addition of Sprint’s Total Equipment Protection (TEP) plan Additionally, on January 3, 2015, an equipment upgrade was performed for phone number ending in ***On the same day, the phone number ending [redacted] was cancelledTherefore, on January 8, 2015, adjustments were applied to offset the Early Termination Fee Based on our review with our Fraud Management group, we determined Mr***’s account was not associated with any fraudulent activity Furthermore, on May 1, 2017, an LG Pad device was purchased via Sprint’s Monthly Installment Billing program via our Telesales groupFurther, review of the account determined that the LG Pad device was returned to a local Sprint Retail Store location As a result, on July 3, 2017, an adjustment of $was applied to the account offset the Installment Billing balanceThis adjustment should appear on Mr***’s July billing s*ment We spoke with Mr [redacted] on July 6, 2017, and relayed the aforementioned information to him During our discussion, Mr [redacted] requested that we send him a copy of the Transaction Summary that we have on record dated, May 8, Accordingly, we have complied with Mr***’s request Should Mr [redacted] have any questions and/or concerns pertaining to the information discussed herein or have any questions in regard to his Transaction Summary, we encourage him to contact the undersigned directly at the phone number below at his earliest convenience We regret any inconvenience this matter may have caused Mr*** If I may be of further assistance, Mr [redacted] can reach me directly by calling the Executive and Regulatory Services Department at ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William S William SExecutive & Regulatory Services

February 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account xxxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states she was informed that she would not be assessed any charges after she returns her device at the store She states she believed that everything was settled on her account bill as her device was returned and her service was cancelled Subsequent to her service termination and returning her device, she states her account was assessed charges of $and $As a result, she is requesting that this matter be reviewed We spoke with Ms [redacted] regarding her account billing concernsWe confirmed that the service on her account was cancelled and the device was returnedWe explained to Ms [redacted] that her account was assessed $239.58, representing the purchase price of the device and cancellation fee We further explained that her account was credited $for the return of the device However, the $cancellation was not adjusted and because the account was setup on auto pay, her checking account was auto debited $on January 7, Ms [redacted] stated that her checking account was closed; therefore her payment was returned Although Ms [redacted] paid the $with her credit card on January 29, 2017, her account was assessed a $payment return fee for the prior payment denial In an effort to address this matter amicably, we extended the offer to credit the cancellation and payment return fees totaling $and refund the $cancellation fee Ms [redacted] accepted our offer With these credits, Ms [redacted] ’s account now reflects a zero balanceWe regret any inconvenience this matter has caused Ms [redacted] If she needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central TimeSincerely, Alethea B.Executive Services Analyst Tell us why here

July 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] advised that she established a payment arrangement with us on May 29, 2017, in which she agreed to remit payments on June 9, 16, and 23, 2017, but that she subsequently received a disconnection notice advising that her services would be suspended for non-payment on June 11, She also described unfavorable customer experiences during her attempts to dispute that action and expressed her dissatisfaction with her services being interrupted on June 12, Ms [redacted] requested that we provide a refund for the service reconnection fee assessed to her account and honor the terms of her initial payment arrangement We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s payment arrangement concern Our records reflect that Ms [redacted] established her referenced arrangement online on May 2017, by agreeing to remit payments toward her past-due balance on June 2, and 21, Unfortunately, however, her June 2, 2017, payment failed, and the pre-scheduled payments for June and 21, 2017, were cancelled by the customer As a result, pursuant to our Terms and Conditions of Services, Ms [redacted] ’s Sprint services were interrupted for non-payment on June 12, 2017, as indicated in the notification sent to her During our June 28, 2017, conversation with Ms [redacted] , we explained the information outlined above Ms [redacted] continued to dispute our findings, advising that she spoke with representatives of our Customer Care department when she established her payment arrangement We informed Ms [redacted] that, regrettably, we have no record of that action and reiterated that her online payment commitment was missed However, although we were unable to identify any error on the part of Sprint related to this concern, we offered a one-time service credit of $to offset the reconnection fee plus applicable taxes as a courtesy, leaving her account with a past-due balance of $473.75, toward which she has committed to remit a $payment on or before June 30, Ms [redacted] accepted the information provided and confirmed her satisfaction with our resolution We appreciate Ms [redacted] ’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 value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, 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

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on behalf of [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] submitted on May 3, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] reports that Ms [redacted] ’s account is not receiving the Buy-One, Get One (BOGO) credits that were promised upon the purchase of their devicesMr [redacted] further expressed his dissatisfaction with the lack of coverage in his home service areaMr [redacted] requested that Sprint review these matters and honor BOGO promotional offer Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on May 5, 2017, to further discuss his concernsDuring that call, Mr [redacted] stated that his issue was previously resolved by Sprint’s Customer Care group In regards to Mr [redacted] ’s coverage concern’s, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service We have determined that Mr [redacted] is located in the “best” coverage within his service area based on the address provided in his complaintCustomers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within “best” coverageAdditionally, we have no record of Mror Ms [redacted] calling into Customer Care regarding coverage concerns To ensure that Mr [redacted] ’s concerns were fully resolved; we attempted to contact him on May 17, 2017, without successHowever, we have scheduled a follto review Ms [redacted] ’s May 20, 2017, to determine if the BOGO promotional credits are being applied correctlyShould Mrand Ms [redacted] require further assistance with this matter, we urge them to contact the undersigned directly at the phone number noted below at their earliest convenience We regret any inconvenience this matter may have caused and if we can be of further assistance with this issue, they 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, Hakima W Executive Services Analyst Tell us why here

March 7, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File [redacted] *** Sprint Account: [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf [redacted] submitted on February 22, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] filing expressed her dissatisfaction with being informed that she was required to purchase an updated device in order to establish service with SprintMs [redacted] stated that the representative also informed her that she would receive a free Tablet device with that order As a result, she elected to cancel the order Ms [redacted] further stated that she had an unfavorable customer service experience while attempting to resolve her account concernsTherefore, Ms [redacted] requested that Sprint review these matters and process a refund to her accordingly Sprint has reviewed Ms [redacted] complaint We spoke with Ms [redacted] on February 28, 2017, to further discuss her concerns During our conversation, Ms [redacted] advised us that the order was cancelled and resolved; however she has not received her refund for the aforementioned device orderWe advised Ms [redacted] that we would investigate her concerns and follwith her accordingly Our records indicate that Ms [redacted] contacted our Telesales group on February 16, 2017, to established service with Sprint by utilizing a preowned deviceDuring that call, Ms [redacted] also received an offer for a Sprint Slate Tablet device Further research on the account indicates that the representative advised Ms [redacted] that we were unable to activate the preowned device and recommended that she purchased a new device; however, Ms [redacted] declined to purchase a new device and requested a refund We have confirmed that the account was cancelled on February 18, 2017, and a refund of $was processed back to credit card on file on February 28, Since our initial conversation, we followwith Ms [redacted] on March 2, 2017, to relay the aforementioned information to her Ms [redacted] acknowledge that she has received the refund and expressed her satisfaction with this resolution provided We appreciate Ms [redacted] 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***’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this may have caused Ms [redacted] while attempting to resolve this matterIf we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, [redacted] [redacted] Executive & Regulatory Services Analyst

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] R [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint submitted by Ms [redacted] R [redacted] We regret any inconvenience that she may have experienced as a result of this matter According to the information provided, Ms [redacted] requested a change of account ownership at a Sprint retail store for one of her account phone numbers ending in *** In association with this request, she is disputed the resulting phone lease cancellation charges reflected on her account As a result, she requests that the phone lease cancellation charges be transferred to the other account that received the change of ownership for the phone number ending in *** We attempted to reach Ms [redacted] to discuss the above-referenced concerns on March 23, April and 18, via phone and email We also sent her a letter via the U.SMail to notify her of our receipt of his complaint and need to speak with her in order to address her above-referenced concern Unfortunately, our attempts were unsuccessful and we have not received a response from her Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account in detail or assist with the concern raised in her complaintWe look forward to speaking with her and encourage her to contact us at her earliest convenience An initial review of the account records indicates that the disputed phone lease cancellation charges that were assessed on Ms [redacted] ’s account were later transferred to the change of ownership receiver’s account for the phone number ending in *** As a result, it appears that this matter has been fully addressed and resolved If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

April 27, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] R *** Sprint Case [redacted] Dear MrSparks: Sprint is in receipt of the above-referenced complaint of Mr [redacted] R ***, regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to obtain a refundMr***’s bank account was used to make an $payment on his sister [redacted] ’s account Mr [redacted] requested a refund check be issued in is his name rather than the account holder’s name, or that Sprint refund the payment back to the original method of payment.We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.We regret any frustration Mr [redacted] may have experienced regarding the refund options Due to the payment being processed as automated clearing house (ACH) payment, Sprint has to issue the refund as a check Additionally, we are only able to issue the refund check in the name of the Sprint account holder The $refund check was processed on March 29, 2017, and sent to the address on file for customer [redacted] *** If we can be of further assistance regarding these matters, you or Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely,Dianah A.Executive Services Analyst Tell us why here

March 30, [redacted] Revdex.com *ard Par**ay, Suite *ansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** *e appreciate your assistance in bringing our customer’s service concerns to our attention *e are pleased to inform you that *e spo*e *ith Ms [redacted] and *ill refund her overpayment of $that *as received on February 6, Further, the $pay off for the device associated *ith phone number ending in [redacted] *ill be reversed due to the refund being returned to Ms*** Sprint regrets any inconvenience this matter may have caused If you have any questions regarding this matter, please contact us at our Executive & Regulatory Services department *e can be reached toll-free at ###-###-####, or you may contact me direct at ###-###-#### I am available Monday through Friday bet*een a.mand p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our Customer Care representatives while trying to resolve a billing issue He said he called Customer Care on April 9, 2017, to cancel line ###-###-####He was told that the line was cancelled Mr [redacted] said he called a week later, only to find out the line had not been cancelled He then spoke with a manager who told him the line had been cancelled On May 4, 2017, Mr [redacted] said he checked his checking account and saw Sprint billed him for the month of MayHe said he called and asked to speak with a manger, and was on hold for a long time and still no refund was processed As a result, Mr [redacted] is requesting a refund for the month he was billed as he did not use the service Our records reflect that Mr [redacted] contacted Customer Care on April 9, 2017, to cancel line ###-###-####The line did not cancel out till May 8, 2017, the last day of the billing cycleWe did refund the $Mr [redacted] was billed for the month of MayWe also refunded this amount back to the credit card on file During our May 12, 2017, conversation with Mr***, we explained the information outlined above Mr [redacted] thanked us for resolving his issue We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and we are happy that we were able to resolve Mr***’s issue If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

December 28, 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: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention and regret any inconvenience that this matter has caused Ms [redacted] According to the information received, Ms [redacted] indicated that she is dissatisfied with our response to her initial inquiry in which she indicated that an unauthorized payment was made to an account using her credit card In her recent response, Ms [redacted] indicated that she has cancelled her credit card and wants to know what Sprint does to protect our customers’ information Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN, or the correct response to a pre-authorized security question, is verified by the account holder or any individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience, to complete the authentication of her account so that we can address her concerns We previously advised Ms [redacted] via email that she will need to initiate an investigation of the payment via her financial institutionHer financial institution will be able to reverse any unauthorized payment and complete the necessary investigation If she would like additional information regarding her Sprint account and any payment information, it will be necessary that she speak with us We regret any inconvenience that this matter may have caused Ms [redacted] If we can be of further assistance with this matter, she can contact me by calling the Executive and 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

May 26, 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] We appreciate the opportunity to address her concerns Based on the information provided, Ms [redacted] states she purchased a new Samsung SPlus, and within three weeks, the phone started malfunctioning She further states that the store where she purchased the phone would not exchange her device; instead, they referred her to the manufacturer Therefore, Ms [redacted] is requesting that she be provided a new phone at no charge All new Sprint devices and/or Mobile Broadband 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 on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Ms [redacted] on May 19, 2017, to address her equipment concerns At that time, we advised her that because she does not subscribe to TEP, if she is experiencing a problem with her device she may visit the local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty Because the noted phone problems were confirmed within a couple weeks of Ms [redacted] activating her phone, we went outside our device replacement guidelines and partnered with a Sprint corporate store for resolution To address this matter, a replacement phone was provided to Ms [redacted] on May 21, We regret any inconvenience that this matter may have caused Ms [redacted] , and we value her business If she needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Tell us why here...June 23, 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 15, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] ’s follfiling expressed her dissatisfaction with our previous response providedSpecifically, stating that she does not agree with the terms of Sprint’s Total Equipment Protection (TEP) planMs [redacted] has indicated that the device associated with phone number ending in [redacted] is malfunctioningMs [redacted] requested that Sprint review this matter, allow her the ability to repair and/or replace her device without further cost to her Sprint has reviewed Ms [redacted] complaintAs stated in our previous response, all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to the Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problems with Ms [redacted] device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problems with Ms [redacted] device are covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep According to our records, our local Authorized Service and Repair Center location, replaced Ms [redacted] ’s device on December 17, 2016, and April 3, As of today, our records do not indicate that Ms [redacted] have visited a local Sprint Authorized Service and Repair Center location to have her replacement device diagnosed by our Retail Store technician to determine if her device is defective We spoke with Ms [redacted] on June 16, 2017, in an effort to ensure a satisfactory and mutually acceptable resolution, we offered to reset her upgrade eligibility, enabling her the ability to purchase a new device via Sprint’s Leasing or Monthly Installment Billing programsHowever, Ms [redacted] has declined our offerAccordingly, we encourage Ms [redacted] to visit our local Sprint Authorized Service and Repair Center location to have her device diagnosed by a Retail Store technicianIf Ms [redacted] reconsiders and wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these mattersIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

April 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she ordered a mobile broadband device and canceled her account a couple of days after ordering the device because she was not satisfied with the level of coverage in her home area She stated that although she returned the device, she recently received an invoice and has received collection notices As a result, she is requesting that we cancel the account, credit the balance and cease all further collection activity During our conversation with Ms [redacted] on April 6, 2017, we apologized for any inconvenience she may have experienced as a result of this issue Further, I advised her that our records reflect that she canceled her account and the device was returned within the 14-day return period; however, due to a clerical error the monthly service charges were not credited As a result, we applied a credit of $to offset the final balance on the accountThe account is closed and reflects a zero balance Additionally we confirmed that no negative information were reported to the credit bureaus Ms [redacted] accepted is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry, [redacted] , [redacted] Sprint Account xxxxx [redacted] and xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry, 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, Mr [redacted] stated that he and his wife are experiencing difficulty while using their devices due to dropped and garbled calls; therefore, he is requesting that the Early Termination Fee be waived for each of the two lines of service He further stated that he spoke with one of our representatives who informed him that the Early Termination Fees would be waived, but when he called back again regarding the matter, he was informed that the fees are valid Mr [redacted] indicated that his attempt to resolve this matter has resulted in an unsatisfactory customer service experience As a result, he is requesting assistance with requiring Sprint to waive the Early Termination Fees for his and his wife’s lines of service We regret any possible misunderstanding that may have occurred regarding this matter Based on a thorough review of our account records, we determined that Mr [redacted] ’s address is located in one of Sprint’s best coverage areas Further there are eight cell towers within a to mile radius of his home address, and no network alarms or alerts are reported We also reviewed our account notes extensively and could find no record of an Early Termination Fee waiver offered We spoke with Mr [redacted] on July 5, 2017, to advise of our findings to which he disagreed Therefore, we offered to credit one-half of each of the Early Termination Fees, which results in an $credit for the line of service ending in [redacted] and a $credit for the number ending in ***; however, Mr [redacted] declined this offerDue to Mr [redacted] ’s dissatisfaction with the resolution provided, we discussed his concerns further with our Executive & Regulatory Services team After thoroughly reviewing his reported concerns and records, it was confirmed that the resolution provided remains unchanged Although Mr [redacted] may disagree with our findings, we are confident that we have addressed his concerns to the best of our ability We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matter Should there be any additional questions or concerns with this matter, we can be reached 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

[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 was told that she would take care of the bill and we still have a balance at this point Regards, [redacted] ***

September 27, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on September 12, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her Samsung Galaxy SEdge device malfunctioningMs [redacted] stated that she contacted Sprint’s Technical Support group and she was assisted with troubleshooting her deviceAs a result, a master reset was performed, which caused her device to malfunctionMs [redacted] requested that Sprint review this matter, provide her with a replacement device and apply a credit to her account for the time period she was unable to utilize her service Sprint has reviewed Ms [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Ms [redacted] in September 2016, to address her equipment concernsAt that time, we advised Ms [redacted] that because she does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s handset is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the handset has expired, or the customer does not want to send the handset to the manufacturer, the customer has the following optionsIf the handset has an issue that is deemed repairable by the Sprint Phone Repair Center, she may have her handset repaired or replaced at a Sprint Phone Repair Center for a fee of $If the handset is not deemed repairable [redacted] by the Sprint Phone Repair Center, she will need to purchase a replacement handset In an effort to ensure a satisfactory and mutually acceptable resolution, we placed an order for a reconditioned Samsung Galaxy SEdge device, which was shipped to the address on filePlease note upon receipt of the replacement device, Ms [redacted] must return the defective device within (15) days to avoid additional charges to her Sprint account We spoke with Ms [redacted] on September 26, 2016, via email and she confirmed that she received her replacement deviceTo provide closure for this matter, on September 27, 2016, Sprint applied a one-time courtesy credit of $to Ms [redacted] ’s accountShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted belowWe regret any inconvenience this matter may have caused Ms [redacted] 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 a.mand p.m., Eastern Time Sincerely, /s/ [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] This is not an acceptable response as the Sprint representative was dihonesdt when we upgradedSprint has also failed to for over reps and until we reached this level Complaint: [redacted] I am rejecting this response because: Regards, Daniel [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 12250363, and find that this resolution is satisfactory to me However, I don't recall being advised that it could take up to billing cycles for the credit to be reflectedI will continue to monitor the invoices in hopes that this matter is resolved and will not have to be revisited in the futureThanks for your help 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 satisfactory to me upon receiving the credit for the early termination feesIt has taken me a bit longer to send out the tablet (I have done so) than originally planned because the return kit was just a padded envelopeI no longer have the original box the tablet came in and I did not feel comfortable just sticking the tablet in that envelopeWith the holiday it took me a few extra days to find a box and packing materials to better protect the tablet for its return tripI was told it could take up to weeks for the tablet to be received and checked in and the credit to be appliedBut if all goes as it should I believe my issue should be resolved by my next bill due date Regards, [redacted]