Sprint Corporation

September 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on September 2, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint with regards to her request to bill a new device to her accountMs [redacted] requested that Sprint review this matter and provide her with a refund for the remaining service credit reflected on her account Sprint has reviewed Ms [redacted] ’ complaintOur records reflect that Ms [redacted] contacted our Customer Care group on September 2, 2016, and requested to upgrade her device to a newer Samsung smartphone deviceHowever, Ms [redacted] further requested that we bill the device to her account and allow her to make payments towards the purchase of the deviceAfter further review of our records, Ms [redacted] account is established with an account spending limit based on the results of a credit evaluation performed at the time services are establishedAccounts established with spending limits are unable to bill equipment to the account unless a payment is remitted for the cost of the equipment Periodically, we review accounts to determine if they are eligible to have the spending limit removedA customer must remit payments in a timely manner and cannot have any returned payments for months to become eligible to graduate to non spending limit accountAt this time, Ms [redacted] ’s account does not qualify to have the spending limit removedTherefore, we must respectfully decline her request to bill a new device to her account unless she remits payment for the equipment charges Ms [redacted] recently spoke with Sprint on September 2, 2016, regarding Sprint’s decision regarding bill to account (BTA) options for equipment and accessory purchasesWe provided Ms [redacted] with details to assist her with attaining a better understanding of said business decision, and provided options for her to attain a working device without using her upgrade eligibilityAlthough she understands our need to collect payment for equipment purchases at the time of an upgrade, she is expressed her concerns with our decision We spoke to Ms [redacted] on September 13, 2016, to discuss her concern in detail and relayed the aforementioned information to herTo amicably resolve this matter, we agreed to apply a one time courtesy adjustment of $to her accountMs [redacted] accepted our offered and confirmed that she was satisfied with our resolutionFurther, we advised Ms [redacted] the requested refund for the overpaid charges of $944.03, was approved and processed on September 8, 2016, and a refund check was mailed to her address on file on September 8, We ask that Ms [redacted] allows up to business days to receive the refund from date of approval We apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterWe appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

[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 went to the store an was had to spend About a $due to the fact of me getting a new phone I did not want to get a new phone but in order for me to get a new phone I had to get a case.I also feel because it in convenience and this has also took over the course of a couple years with the back-and-forth my activation fee should have been waived.Also due to the fact that I'm a reliable customer and I've been with Sprint since I should it got some compensation on On glass protection on a case for my phone I should have been compensated had that happen then I would have been satisfied with the outcome of the situation Regards, [redacted] ***

July 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 above-referenced inquiry of Mr [redacted] submitted on June 29, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his equipment concerns Mr [redacted] stated that he purchased an iPhone device and remitted a payment towards the remaining cost of his Installment Billing balance However, he was advised that an additional payment of $is required in order to unlock the device Therefore, Mr [redacted] requested that Sprint review this matter and unlock his device Sprint has reviewed Mr [redacted] ’s complaint Please note that unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days According to our records, on February 8, 2016, Mr [redacted] purchased an iPhone device via Sprint’s Monthly Installment program and remitted a payment of $towards the down payment of the device Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We confirmed that Mr [redacted] ’s iPhone device associated with phone number ending in [redacted] is not eligible for unlocking due to a remaining balance of $for the remaining balance of his Installment Billing balance We spoke with Mr [redacted] on July 7, 2017, and we relayed the aforementioned information to himMr [redacted] stated that he will review his records and contact Sprint if he requires further assistance We attempted to follwith Mr [redacted] on July and of 2017; unfortunately, we were unsuccessful We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo F Executive Services Analyst

Tell us why here...July 12, 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 complaintWe appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] filing expressed his dissatisfaction with the purchase price of the Galaxy Note being reduced to $after he purchased his Galaxy Note at $days priorMr [redacted] requested that Sprint review this matter and respond accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationAs stated promotions are limited and are subject to change at any timeIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We have contacted Mr***, an end-user on the account, on July 11, and informed him of the above informationAlthough no credit is due, as a onetime courtesy, we offered to credit the account for the price difference if he purchases a second Galaxy Note Mr [redacted] accepted the offerThis offer will remain valid for a period of days from the date of this responseMr [redacted] agreed to contact our offices directly upon purchase and activation of the device We regret any inconvenience this matter may have causedIf we may be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Dar-Sheen LMays Dar-Sheen LMays Executive Services Analyst

December 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she returned an iPhone 6s Plus device shortly after upgrading to the iPhone 7; however, she has not yet received credit for the accelerated charges associated with the iPhone As a result, Ms [redacted] is requesting that her account be immediately adjusted to prevent further collection efforts She also expressed her dissatisfaction with the level of service she received We regret the circumstances that prompted Ms [redacted] ’s complaint We spoke with Ms [redacted] and explained that the iPhone 6s Plus device (ESN [redacted] ) has not been received in our warehouse As a result, her account was not adjusted for the accelerated charges Because Ms [redacted] advised that she returned the device in October 2016, and we have verified that it has not been received in our warehouse, we can only surmise that the device was lost or stolen in transit Although we do not normally apply credits for devices that have not been returned to Sprint, as a goodwill gesture, we adjusted all accelerated charges associated with the iPhone 6s Plus device We also placed the device on Sprint’s negative file based on its missing status We appreciate Ms [redacted] for 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 will utilize this input to improve our training and processes We thank Ms [redacted] for being a valued Sprint customer and apologize for any inconvenience this matter may have caused her If she needs further assistance with this matter, she can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our retail and customer care representatives while trying to resolve a billing issue Ms [redacted] advised that when she renewed her agreement, she was told her bill would be $312, plus tax However, her bill is coming up to around $475, and that was not what she was quotedMs [redacted] is requesting we credit the extra charges Our record reflects that our Sprint Mexico and More minute plan was removed from line [redacted] on December 21, This resulted in her to incur international charges, when she called [redacted] It was added back on April 14, Additionally, we adjusted the overages charges totaling $ During our discussion with Ms [redacted] on April 25, 2017, the information outlined above was explained to herMs [redacted] thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with our retail and customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services ***lyst Tell us why here

May 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] F [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] ( [redacted] ) to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] ( [redacted] ) indicates that her daughter referred her to Sprint and advised her that she would receive $for each line that she activated She states that she also advised our retail store representative that she wished to participate in Sprint Referral Rewards program at the time that she ported her two phone numbers to Sprint at the retail store Ms [redacted] states that our retail store representative advised her that her daughter would receive $and she would receive $for porting her two phone numbers to Sprint She states that her request to receive the above-referenced Referral Rewards cards was declined because her request for the Referral Reward Cards was submitted prior to her daughter submitting her request for Referral Reward Cards as the referrer As a result, she requests that Sprint Referral Rewards cards be processed According to the terms of the Sprint Referral Rewards Program, the Sprint referrer customer would need to sign up for the program by providing the customer referrer’s name, valid email address, and Sprint active wireless phone number and accept the program Terms & Conditions Upon completion of this step, our Sprint referrer customer may start referring friends or family members to Sprint using the tools provided on Sprint’s referral site Subsequent to a friend or family member receiving a referral offer from the Sprint referrer customer via email, the referee may then unlock the referrer offer Our review of the account records indicates that Ms [redacted] , the referee, ported her two phone numbers to Sprint and submitted a request to receive two Sprint Referral Rewards cards prior to the Sprint Customer referrer, her daughter, signing up with the Sprint Referral Rewards Program or sending her a Sprint Referral Reward Card offer Our review also indicates that at the time that Ms [redacted] established her account in March 2017, the referrer and referee Reward Card offers were $for each phone number ported to Sprint We subsequently advised Ms [redacted] via our follow up voicemail, that in view of any possible misunderstanding in regard to this matter, upon the Sprint Referrer Customer Account becoming current, we will process two $Sprint Referral Reward Cards for both Referrer and Referee for each of the two phone numbers ported to Ms [redacted] ’s account Our offer is available for days If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

March 10, 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 inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was dissatisfied with her current billing after a previously credited charge was posted back to her bill in order to correct a system billing issueAs a result, she is requesting that the disputed amount be credited to her bill We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information After completing a review of Ms***’s Sprint account for equipment charges we identified that Ms [redacted] received an over credit for a device turn in and to correct the error her account was debited for the over credit Although we maintain that the charge is valid, as a courtesy we offered Ms [redacted] a onetime $concession credit to her accountShe accepted this offer and verified that she will pay the remaining balance currently due on her account We regret any inconvenience that these matters may have caused Ms*** If I can be of further assistance, she 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I do not feel fully happy with what I what I got from SprintI know that they are not willing to do more for there customersThank you Revdex.com for all that youtried to do for me

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with charges assessed to her Sprint account for a certified refurbished device she purchased from us that is not working properly Ms [redacted] stated that, because of the inconvenience she experienced with the activation and use of that equipment, we previously agreed to cancel the associated installment billing purchase agreement for that equipment but that the charges remain on her account We regret any inconvenience Ms [redacted] may have experienced while attempting to address her device concerns and any possible misunderstanding that may have occurred regarding the cancellation of her referenced equipment financing agreement that was established on January 31, 2017, with the purchase of her pre-owned Apple iPhone 6P device However, as we explained during our conversation with Ms [redacted] on April 25, 2017, we have no record of any offer extended to her to cancel the above-mentioned equipment installment billing agreement As such, and because she is in possession of the financed device, we respectfully declined her request As a result of her dissatisfaction with our response, we forwarded her information to our executive management team for additional review On April 25, 2017, I spoke with Ms [redacted] and confirmed the information outlined above However, based on additional information she provided, we agreed to send a replacement Apple iPhone 6P device to her at no charge, contingent upon the timely return of her malfunctioning device to usMs [redacted] confirmed on May 2, 2017, that she received the replacement device and that her issues were addressed to her satisfaction We also explained at that time that the device Ms [redacted] is to return to us contains an activation lock, which is automatically enabled as part of Find My iPhone and ties her device to her Apple ID Therefore, we informed Ms [redacted] that she must enter her Apple ID and passwords to delete her iCloud account information from the device, reset the device, or overwrite and restore a device through iTunes That feature makes devices more secure for customers, and Sprint is unable to accept the return of her device while the feature remains enabled We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance with these concerns, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Janie GExecutive Services Supervisor

We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance due reflected on her Sprint account, citing that her monthly lease charges are higher than she expected and that she was given incorrect information about those chargesShe requested that we apply credits to her account to offset the difference between the amount she was quoted and the actual monthly lease charges reflected on her invoices We appreciate Ms [redacted] ’s taking the time to provide us with details regarding her experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billingHowever, as we explained during our April 5, 2016, conversation with her, we identified that her monthly lease charges are correct based on her selected rate plan and that her plan appears to be the most cost-efficient plan for her wireless communication needs based on her data usage history Ms [redacted] indicated her understanding of our explanation but reiterated that the charges reflected on her monthly invoices were not properly explained to her when she accepted her current rate plan and device financing optionsAfter reviewing our records, we determined that a partial credit of $was applied by one of our Customer Service representatives on March 17, 2016, to offset the difference between the monthly lease charges that were quoted when she originally established service with us on December 2, To completely resolve her concerns, we offered to apply additional credits in the amount of $to Ms [redacted] ’s account to offset the difference for the remainder of the lease agreementsMs [redacted] also has the option to cancel her service without incurring the cost of the equipment charges remaining in her lease agreements, contingent upon her equipment returnMs [redacted] requested that we allow time for her to consider her options and is aware that our offer is valid through May 6, If we can be of further assistance regarding these matters during the interim, or when Ms [redacted] is ready to accept one of the offers outlined above, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

...October 18, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concerns: This is in response to the letter received by our organization on October 7, regarding Mr [redacted] ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Mr***’s expressed his dissatisfaction with the inability to receive the American Express Reward Card, after participating in Sprint’s Contract Buyout promotional offerMr [redacted] also expressed his dissatisfaction with the level of customer service he received from Sprint, after he activated his servicesMr [redacted] stated that he believes that he was not properly informed of the guidelines for our Contract Buyout promotional offerMr [redacted] requested the Sprint review this matter and remit payment to his previous provider Sprint has reviewed Mr***’s complaintAccording to our records, on August 16, 2016, Mr [redacted] portphone line ending in [redacted] and activated devices via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon or AT&TPorting 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 Please be advised that phone line ending in qualified for the Contract Buyout promotional offer, which requires that Mr [redacted] trathe device associated with his previous wireless service provider in exchange to receive buyback creditsBased on our account review, we confirmed that Mr [redacted] tradhis device from his previous wireless service provider to SprintTherefore, a buyback of credit of $was applied to Mr***’s account Additionally, on October 2016, Mr***’s Contract Buyout submission was approvedAs such, Sprint will ship Mr [redacted] an American Express Reward Card for $ to his billing address with the expected delivery date of October 21, We spoke with Mr [redacted] on October 13, 2016, and he confirmed his understanding with the information and resolution provided to himWe apologize for any inconvenience this matter may have caused Mr***We appreciate Mr [redacted] taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If Mr [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me directly by calling the Executive and Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr [redacted] to our attentionWe regret any inconvenience that he may have experienced in this matter According to the information provided in the complaint, Mr [redacted] indicates that he was not satisfied with the End of Lease charge assessed on his account subsequent to his payment remittance for the associated lease balance for a line of service He requests that the End of Lease charge be waived for the above-reference lease with his payment remittance to offset the lease balance Based on the information received from Mr [redacted] , he also states that he had an unfavorable customer experience while attempting to address her concerns We attempted to reach Mr [redacted] to discuss the above-referenced concerns on May 2, June and 6, via phone and email We also sent him a letter via the U.SMail to notify him of our receipt of his complaint and need to speak with him in order to address his concern Unfortunately, our attempts were unsuccessful and we have not received a response from him 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 Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account in detail or assist with the concern raised in his complaint We look forward to speaking with him and encourage him to contact us at his earliest convenience Our initial review of the account records indicates that the disputed End of Lease charge assessed for the phone number ending in [redacted] is valid We also confirmed that the $End of Lease charge was assessed on the account in accordance with the terms of the phone lease that Mr [redacted] signed for the phone number ending in *** In order to provide any additional account details, or address any outstanding account concerns, it will be necessary for us to speak with Mr [redacted] so that he can provided the aforementioned account security information We appreciate Mr [redacted] for taking the time to provide us with the details of his customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value their feedback and will utilize this input to improve our training and processes If Mr [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

August 10, 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 supplemental inquiry submitted by Mr [redacted] , and we appreciate the opportunity to address his concerns In his complaint, Mr [redacted] states that his bill has increased without his authorizationAs a result, he is requesting that Sprint address his billing concerns During our discussion with Mr [redacted] on August 9, he advised that he believed that Sprint had recently made a change that affected the billing on his account Upon review of Mr [redacted] ’s account, we were unable to identify any adverse material changes to his wireless accountTo validate our findings, Mr [redacted] can review the details of his bills online at [redacted] or via the Sprint Zone application on his deviceMr [redacted] expressed his satisfaction with our handling of the matter The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success Mr [redacted] ’s feedback is invaluable and our hope is that he will allow us the opportunity to rebuild his faith in Sprint We regret any inconvenience that Mr [redacted] may have experienced as a result of this matter If further assistance is needed, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Sean JExecutive Services Analyst

July 3, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that in December 2016, she upgraded her device and she was offered an iPad Mini at no cost with the condition that she pay a $monthly service fee for the service plan for 24-months Ms [redacted] stated that she accepted the offer, however; she has not received the monthly credit for the iPad MiniAs a result, Ms [redacted] is requesting that we honor the promotional offer and apply a credit to her account to offset the iPad Mini equipment charges she has incurred since she activated During our conversation with Ms [redacted] , we advised her that we have confirmed that she meets all of the criteria for the iPad Mini promotion Further, we advised her that our records reflect that she was not placed on the correct data service plan, as a result, we have updated the data service plan and applied credits totaling $to offset all of the monthly service charges she has incurred on the iPad Mini since she activated in December We advised Ms [redacted] that the promotion should being awarding in two to three billing cycles, however; if the promotion does not award we agreed to cancel the installment agreement with no penalty to emulate the offer Ms [redacted] accepted the offer and 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 group 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, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

July 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , submitted on June 19, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’ complaint, he states that he called on June 13, 2017, to cancel autopay in order to pay his deductible for replacement equipment that had been stolenOn June 14, 2017, Mr [redacted] states $1,was deducted from his accountHe further states that he was told that he would receive a partial refund of $as he agreed to keep the remainder on the account to go toward the balance; however, he has not received the refundMr [redacted] is requesting a partial refund if the full refund cannot be processed immediately He further requested that the feedback he provided regarding the employees that set incorrect expectations be used for coachingWe spoke with Mr [redacted] on June 22, and 27, 2017, regarding his concernsHe confirmed that his request for a refund in the amount of $600, and the remainder to apply to the balance on the accountAn electronic ACH refund in the amount of $was approved to go directly back to the active checking/savings account the amount was drafted fromAt that time, we set the expectation that it would take up to hours to reflectWe spoke with Mr [redacted] again on June 27, 2017, and he confirmed that he received the refundMr [redacted] expressed satisfaction with the actions takenIf I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

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

[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've been trying to contact Stan for a week now and I've been told he's on vacation but my bill is still incorrectThis issue has been going on since December and I've filed a previous Revdex.com report regarding this and it was still not solvedNow, I've waited for a new billing cycle like he asked me to and he told me the bill will be correct but it's still incorrectIt is extremely frustrating to have to call sprint and explain to them my issue because most of the time the representatives have no clue what they're doing or they hang up on meI need my bill fixed completelyIt's been eight months now and my bill is still incorrectRegards, [redacted] ***

May 3, 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 submitted by [redacted] submitted April 18, We appreciate the opportunity to address his account concerns According to the information provided, Ms [redacted] expressed her dissatisfaction with her inability to update the price plan onto the new promotional plan Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaint We spoke with Ms [redacted] on April 24, 2017, and explained the promotional offered Unlimited Freedom plan is for new customers, establishing services with Sprint During the conversation Ms***s, stated that she activated a Tablet device in December 2016, which is no longer working Ms***s further explained, that she lost the device being used on phone line ending in [redacted] and could not afford the deductible to replace the device To satisfactorily resolve Ms***’s billing concerns, we cancelled phone line ending in ***, without her account being assessed any cancellation fees Additionally, the remaining three numbers on Ms***’s account was changed to Sprint’s 50% off competitor plan with limited data allowance, the first line bills at $and the second and third lines at no cost, $Phone Access fee, per line, $Total Equipment Protection (TEP) plan on one line, Account Spending Limit (ASL) fee at $and monthly equipment charges totaling $ Therefore, Ms***s monthly invoice will be $before related taxes are applied To bring closure to this matter we offered and Ms [redacted] accepted a $credit to her account, to assist with a portion of the deductible when she files a claim with our program administrator, Asurion to replace the device associated with phone line ending in ***Ms***’s expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-#### extension ***, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Hakima W Hakima WExecutive & Regulatory Services

Re: Revdex.com Case # [redacted] , Isidro [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Isidro [redacted] submitted on August 21, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr [redacted] ’s concern According to the information provided, Mr [redacted] expressed his dissatisfaction with equipment being purchased on his account without his consent Mr [redacted] requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Mr [redacted] ’s complaintOur records indicate that three lines of service was activated on June 29, 2017, via Sprint’s Leasing program at a third-party retail store location Our records further indicate that our Fraud Management group confirmed fraudulent activity on Mr [redacted] ’s account and the three Lease Agreements were cancelled along with the disputed lines of service In addition, an adjustment totaling $2,was applied on August 24, 2017, to offset the fraudulent charges We spoke with Mr [redacted] on August 31, 2017, and relayed the above information During our discussion, we explained to Mr [redacted] that our Fraud Management group confirmed fraudulent activity and cancelled the three Lease Agreements along with the disputed lines of service In addition, an adjustment was applied to the account to offset the fraudulent charges Mr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services