Sprint Corporation

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] S [redacted] We appreciate your assistance in bringing Ms [redacted] ’ concerns to our attention According to the information provided, Ms [redacted] states that she was offered an unlimited plan with a monthly service charge of $per line, after discounts, for four lines in April 2017; however, she was billed $ Ms [redacted] is requesting to have her account updated to the plan that she was offered Our records indicate that Ms [redacted] ’ account was updated to an Unlimited Freedom plan which was effective August 8, This plan has a monthly service charge of $for the first line, $for the second line, and $for lines three through five This plan also offers a $per line discount when the account is set up for autopay and ebill This is a promotional rate that will remain in effect until September 30, At such time, the monthly service charges will be $for the first line, $for the second line, and $for lines three through five We spoke with Ms [redacted] on August 14, 2017, regarding her concerns We relayed the above information regarding her calling plan for her lines of service Additionally, Ms [redacted] enrolled in Total Equipment Protection for the telephone lines ending in [redacted] and ***, which has monthly service charges of $and $13, respectively Ms [redacted] also has a monthly installment charge in the amount of $for the device on the telephone line ending in [redacted] and a monthly lease charge of $for the telephone line ending in *** Once Ms [redacted] enrolls in autopay and ebill, she will receive a $per line plan discount and the $Account Spending Limit Fee will be waived Ms [redacted] acknowledged the information and resolution that was relayed to her We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

February 10, 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 We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms***, who wrote in on behalf of the account holder [redacted] ***, stated that she purchased three Samsung Note devices in August She stated that when the devices were recalled by the manufacture in October 2016, she purchased two Samsung Galaxy SEdge devices Ms [redacted] further states that the offer was when you returned the Note devices you would receive a $return credit, which she did, and an additional $account credit for each device within days She stated that to date, she has not received this credit She stated she was advised by our Customer Care representatives that no credit was due In addition, she stated that one of the Note devices was paid in full when she preordered it on August 3, 2016, and after she returned the device, she was advised that she would receive a refund check within two weeks and to date, has not received the refund She is requesting a resolution to these issues We regret any inconvenience that Ms [redacted] may have experienced with the return of her recalled Samsung device Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority Sprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Note device and to ensure that options were in place for customers who purchased that model to immediately return or exchange to a different device model Our records reflect that a refund check in the amount of $was processed and sent to the account holder’s billing address on February 6, Mr [redacted] should receive it within 7-days We spoke to the account holder [redacted] on February 8, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution and as a courtesy, we offered and he accepted a $account credit He stated that he considers the issue resolved to his satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

April 17, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Complaint of [redacted] Ohde Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding Sprint account XXXXX We appreciate your assistance in bringing Ms [redacted] ongoing equipment, Early Upgrade Fee and policy concerns to our attentionWe regret any inconvenience that may have caused Ms [redacted] to contact your agencyWe are pleased to inform you that we spoke with Ms [redacted] and resolved the issues Due to Ms [redacted] ongoing equipment issues, we updated her account as a one-time exception to allow an early upgrade on Sprint phone (XXX) XXX- [redacted] effective today; however, there will be a $Early Upgrade Fee assessed to her accountIn appreciation of Ms [redacted] continued business, we applied credits totaling $to her account, which are equivalent to the cost of the Early Upgrade FeeThose credits can be viewed via sprint.com and on her next invoice We also have agreed to credit the activation feeAfter Ms [redacted] upgrades her device and contacts our office directly, we will offset that fee We also appreciate Ms [redacted] taking the time to provide us with the details of her most-recent customer service concernsWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback, and her concerns have been forwarded to the appropriate managerial staff If we can be of further assistance regarding these matters, you can contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [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: As stated prior they have yet to do any help in finding the lost paymentAs stated the account wasn't past due when they took the funds and applied them to the billI have reached out to my bank however they stated it maybe two weeks to get copiesMeanwhile I've made another payment of and still have a balance of I would like that balance adjusted at this point I've paid over $in a month span for cell serviceThat is ridiculous Regards, [redacted]

I WAS ABLE TO SPEAK WITH TIFFANY AT SPRINTSHE HAS CLOSED ALL OF THE ACCOUNTSI WANT TO THANK YOU FOR EVERYTHING THAT YOU HAVE DONE TO HELP ME WITH THIS SITUATION Regards, [redacted] - [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 I appreciate Sprint for resolving the issueI wish it had been taken care of before it escalated this far 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: In the response that Sprint has provided, they are only mentioning the one issue with reception, which they are claiming I gladly said my reception is much better now which is not the caseNote, that I had to move to get better receptionFurthermore, they are choosing to ignore the other numerous issues I have had while being a customer, like not being able to use the hot spot, the numerous times I've had to call customer service with very little resolve, and the time spent on the phone which I should not have to do just to get my service to work accordinglyIt has been several issues and inconviniences that I've endured throughout and they are stating they are declining my request to have a type of credit toward my account since there is sprint billing errorOnce again, here goes the low level of Customer service and attention to issuesI requested compensation in the form of a credit toward my account for the inconviniences I've endured and for the low level of service, and service not delivered as promised and advertised, NOT due to a billing error as they have declaredEven tonight as I tried to log into my online account I was having issues which I included a screenshot for and I've experienced this time and again, everytime I try and log in I get these error messages and it takes literally about to tries before I can get in to my accountThe last few times I checked for the system to save my login info so this doesnt happen but of course it does not work as shown here in the screenshotThis is just one of the ongoing issues that I have to suck up and just keep experiencing, since they will not do anything to fix it or offer any compensation forIf Sprint continues to "respectfully decline" any compensation for the issues I've had and continue to have with their service, customer support and serivce, and coverage, and I decide to cancel my account as a result, then I want sprint to waive any cancellation fee since they have not delivered service as advertisedAnd if it comes to legalities and I can also retain an attorney or take them to court and provide proof of the issues and inconviniences that I have suffered 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 12254318, and find that this resolution is satisfactory to me Regards, [redacted]

August 1, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with coverage in his local calling area Mr [redacted] is requesting that Sprint address this matter and provide him with one year of free service We regret that Mr [redacted] experience with service in his local calling area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control Our records reflect that Sprint provides good coverage in Mr [redacted] ’s local calling area based on the address used to setup services Our network team investigated his coverage based on the address on file and identified that he is being impacted by network upgrades being implemented in his areaWe anticipate that his service levels will gradually improve and return to once the upgrades have been completed We have made multiple attempts to reach Mr [redacted] regarding his concerns We attempted to contact him via phone and e-mail on July 26, and 31, We have been unable to reach 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 or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience 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 by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with being advised that she would have to pay restocking fees to cancel her order for two devices that had not been picked up and that she would not be allowed to return the accessories for these devices that she received on the day the order was placed because they were not returned within three daysTherefore, she is requesting to return the accessories, cancel her installment agreements for the phones and the accessories, and receive a refund of her initial payment We are pleased to advise you that we spoke with Ms***, and resolved her concerns to her satisfactionWe confirmed that all of her equipment was returned and the requested refunds were processedMs [redacted] confirmed receipt of her refund and stated that this action fully resolves her concerns We regret any inconvenience that this matter may have causedIf Ms [redacted] should have any questions regarding these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

January 17, Revdex.com Ward Parkway Kansas 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 above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the follcomplaint, Ms [redacted] states that states she does not agree with our prior response According to her follcomplaint Ms [redacted] believes that the information relayed to her during her contact to our offices is different from the information received from our online Chat representative She further states that she will be returning her equipment to a Sprint retail store, however, she disagrees with the equipment cancellation charges that will be billed to her account 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 website at www.sprint.com have not deviated from the published information In 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 Effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 We further note that any Lease Device Purchase or Fair Market Value (FMV) charges are waived once Sprint receives the current device at our warehouse In addition, it may take up to two bill cycles for the returned equipment to be processed For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of her account, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Electronic Service Agreement and Lease Agreements, which includes a description of the charges in question Based on our review, we were unable to identify a Sprint error regarding the terms of her monthly charges or equipment purchases In order to qualify for Sprint’s promotional offer for five lines of service for $per month, Ms [redacted] is required to opt for the automatic payment option We further note that as stated in our iPhone 32GB Lease One Get One (LOGO) promotional offer, the customer may select a higher memory configuration or the iPhone Plus However, the monthly credit will equal $22.92, applied for the duration of the Month Lease Agreement We spoke with Ms [redacted] on January 9, We advised Ms [redacted] that on January 6, 2018, a total credit of $was applied to her account for the Lease Cancellation charges that were assessed to her account for the returned Samsung Galaxy SPlus device We have made several follattempts to contact Ms [redacted] on January 11, and 16, Unfortunately, we have not received a response to our follcontact attempts While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case Although we have previously researched this matter with Ms [redacted] , it is apparent that she will continue to consider the resolution to this matter unsatisfactory Consequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mrs [redacted] believes that she was improperly charged for certain third-party content and has requested that Sprint credit her account in an amount equal to the disputed portion of the invoiceSpecifically, Mrs [redacted] requested for Sprint to adjust her March through June invoices Our records reflect that on June 14th and July 3rd of 2017, we spoke with Mrs [redacted] via our Online Customer Care team and we explained that our records indicate that third-party content was subscribed to and purchased through Playphone application on her phone number ending ***Although we consider the charges valid, to resolve the matter, on June 14th, and July 3rd of 2017, Mrs [redacted] ’s account was credited $and $for the disputed third-party content charges, respectivelyAs such, the $courtesy adjustment is reflected on her June invoiceHowever, the $adjustment was not reflected on her July invoiceIn addition, on July 3, 2017, we unsubscribed the above-mentioned phone number from the disputed third-party provider and blocked all third-party content for the aforementioned phone numberFurthermore, our records reflect that on July 3, 2017, Sprint received and processed a port-out request associated with phone number ending in ***As such, our records reflect that as of July 3, Mrs [redacted] ’s account was cancelledAlso, on July 24, 2017, Sprint applied an adjustment totaling $to offset the aforementioned charges reflected on her March through June invoices During an additional follow up communication with Mrs [redacted] on July 24, 2017, we advised her that her July invoice reflects that the aforementioned device does not reflect any new additional third-party content charges provided by PlayphoneFurthermore, we confirmed that an adjustment totaling $was applied towards her account balance, which will be reflected on her August invoiceMrs [redacted] has confirmed her understanding of the information that was relayed to her We regret any inconvenience this matter may have caused Mrs [redacted] If we can be of further assistance with this issue, Mrs [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

May 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] stated that he spoke with one of our representatives over the phone to request that a SIM card be ordered for his device During the call, he stated that he was offered a free tablet applicable with a two-year service agreement Mr [redacted] also stated that he inquired of the representative whether or not he would be responsible for paying a monthly data charge, and he indicated that he was informed that he would not have to pay a monthly data charge; therefore, he accepted the offer based on terms provided However, upon receipt of his invoice, Mr [redacted] noticed that he is being billed a monthly data charge, and he is disputing this charge As a result, he is requesting that the $monthly data plan charge be negated or that he have the option to cancel the tablet line of service without being billed the applicable Early Termination Fee Additionally, he is requesting that the $amount that he stated he has been billed to date be credited to his accountWe regret any possible misunderstanding that may have occurred regarding this matter We attempted to contact Mr [redacted] on May 11, 22, and 23, 2017, via phone, email, and by correspondence mailed to his home address; however, we have not been able to speak with him Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify or authenticate 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 Personal Identification Number (PIN) and a security question and that the PIN or security question is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We invite Mr [redacted] to contact us so that he may provide the noted account security information At that time, we can provide a more detailed review of our findings and address any outstanding account concerns We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his billing concerns 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 TimeSincerely, Bridgette F.Executive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding the account of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he visited his local store in Compton to inquire about fixing his device, and he elected to purchase a new device with a promotional offer that was extended to himHe stated he was advised that his charges would increase from $to approximately $per month; however, his next invoice reflected charges of $He reported that he was unable to resolve his concerns at the store in Compton due to manager availability; however, he visited the local store after he arrived in HoustonHe stated he was advised that extra lines were added to his account in error; however, his issues would be resolved and he would receive credits to reduce his balance to approximately $235, as he was quotedHe reported that it has been more than two weeks, and he has not seen the creditTherefore, he is requesting further assistance with addressing his concerns We spoke with Mr [redacted] on June 13, 2017, and addressed his concernsWe confirmed that credits totaling $were applied to his account on May 23, 2017, which reduced his balance from $to $230.62, which he paid that dayAdditionally, we confirmed that his account now has three active lines of service for phones, and that he previously had three active lines with two phones and a tabletWe confirmed that his tablet was replaced by the new device that he purchased and all three lines share our promotional Unlimited Freedom shared service plan for $on the first line, $on the second line and $on the third line until the promotion ends on June 30, After that time, each line will go back to regular pricing which is $more per lineAs a result, his current monthly estimated charges are approximately $with the charges for all three of his devices and taxes included Due to any misunderstanding that may have occurred regarding his outstanding balance for his Leased Samsung Galaxy SDevice, we advised Mr [redacted] that he can return the device and pay the remaining lease charges of $plus taxes to successful end the leaseAt that time, he can also cancel his third line of service without any other obligation, which will reduce his monthly charges by an additional $per monthWe also explained that he can save $per line per month by setting up automatic payment on his accountAs a one-time courtesy, we applied credits totaling $to the account on June 13, 2017, to offset the discount that he would have received as a result of automatic payment for the past two monthsMr [redacted] acknowledged his acceptance of this resolution and agreed to return his Samsung Galaxy Sdevice in the prepaid package that we mailed to him within two weeks We regret any inconvenience that this matter may have causedIf we may be of further assistance with this matter, Mr [redacted] or Ms [redacted] can reach me by calling our department toll-free at ###-###-#### ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara C Executive Services Analyst

January 16, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Sprint Account #xxxxx Sprint Case # Case # [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced rebuttal complaint for [redacted] This complaint was served to Sprint on January 9, Mr [redacted] ’s filing expressed his dissatisfaction with his attempts to receive a $promotional poVisa card, per lines of service for his Framily referral lines of service He is requesting that Sprint process a $promotional poVisa card for his lines of service or cancel his account Based on the aforementioned Framily Referral promotion, our customers were required to register online at Sprint.com/Framilyreferral to participate and receive a $Visa prepaid card, per line of service Since the aforementioned requirement was not met, Sprint or Visa cannot process his request The Easy Pay program requires a monthly equipment purchase charge If the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customer Sprint’s Easy Pay program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for device As such, please note that phone numbers ###-###-#### and ###-###-#### were enrolled in the Easy Pay program on February 15, Therefore, upon canceling the aforementioned devices, his account will be charged the unpaid accelerated balance Additionally, phone numbers ###-###-#### and ###-###-#### will incur a $and $Early Termination Fee charge, based on their December 9, and February 15, activation, respectively We appreciate Mr [redacted] ’s feedback regarding this matter Although he may disagree with our position, we are confident that his concerns have been resolved to the best of our ability We trust this letter responds to your inquiry If we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at 1-###-###-#### Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, /s/ [redacted] L Executive and Regulatory Services Analyst Case: 2136472, [redacted]

January 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx Case 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 In the information provided, Ms [redacted] expressed his dissatisfaction with her monthly Sprint billing being an amount significantly higher than quoted to her at activation due to a plan set up error Sh requested that her rate plan charges be adjusted to the amount presented at the point of sale We regret any possible misunderstanding that may have occurred regarding charges associated with Ms [redacted] ’ referenced service We confirmed that the account was activated with an incorrect rate plan instead of being activated to the offered promotional rate plan and that, as a result, the charges reflected on her previous invoices are incorrect During our January 4, 2018, conversation with Ms [redacted] , we explained the information outlined above We confirmed that we have updated the rate plan for the service to the previously offered promotional rate plan effective at her next billing cycle We also applied a one-time credit to her account to offset the cost difference between the inadvertently-added plan and her chosen plan for her service Ms [redacted] confirmed that her issue is satisfactorily addressed and resolved We appreciate Ms [redacted] ’ taking time to provide details of her experiences 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 that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was initially unable to setup his online account; he also stated that he was not informed of the $Account Spending Limit fee (ASL) Mr [redacted] has confirmed he has been able to setup his online account, however, he is requesting the $monthly ASL charges waived on his account and the option to upgrade to a new Samsung Sdevice As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us We use the services of an outside vendor to conduct the evaluation process The terms under which Sprint establishes a customer account are based on the credit evaluation Some customers may qualify for Sprint service with an Account Spending Limit (ASL), which includes a monthly spending limit fee An ASL customer receives a letter from Sprint that outlines the basis of the credit decision for his or her account terms The letter also identifies the name and address of the credit bureau that provided the data to support the decision Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Mr [redacted] Furthermore, Mr [redacted] ’ account was activated with a spending limit based on the results of the credit evaluation performed when he established service with us Our system will electronically monitor and may interrupt his service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade We spoke with Mr [redacted] on May 9, 2017, and provided him the information above We sustain that the $ASL fee is valid However, in order to reach an amicable resolution, we offered to apply a onetime goodwill credit towards the ASL fee on first months invoice, in the amount of $ He confirmed his issue resolved We appreciate Mr [redacted] taking time to provide details of his/her experience with online representative We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If Mr [redacted] ’ concerns remain unresolved, he can contact our office toll-free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

March 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] *** Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***, filed on behalf of Sprint account holder, Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed monthly equipment charges assessed to Ms [redacted] ’s Sprint account for a Samsung device that is no longer in his possession due to his having had it replaced using his equipment insurance coverage He requested that we remove the equipment financing agreement for that device We regret any misunderstanding that may have occurred related to the billing of Mr***’s referenced device Our records reflect that Mr [redacted] contacted our Customer Care department on on December 29, 2016, to report that his Samsung Galaxy SEdge device that he purchased with an installment billing agreement was not functioning properly At that time, our representatives advised Mr [redacted] to contact [redacted] , our Total Equipment Protection (TEP) administrator, to secure a replacement deviceHis replacement Samsung Galaxy Sdevice was activated on December 30, 2o We spoke with ***, an authorized end user on Ms [redacted] ’s Sprint account, and confirmed the above-noted information We also advised Mr [redacted] that receiving a replacement device does not remove his financial responsibility for the original equipment purchase agreement Although we were unable to identify any error on the part of Sprint related to Mr***’s equipment billing, we offered a one-time $credit to Ms [redacted] ’s Sprint account to offset the cost of the paid TEP deductible due to any misinformation that may have been provided to him regarding his financial responsibility for his deviceWe also offered to apply an additional credit of $23.49, as a courtesy, to bring Ms [redacted] ’s account balance to zero Mr [redacted] accepted our offer, and we applied the credits as agreed We appreciate Mr***’s taking time to provide details of his 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 but are pleased that we were able to satisfactorily address Mr***’s reported issues If we can be of further assistance related to these concerns, Mr [redacted] or 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 J [redacted] Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken for us to unlock the iPhone device previously associated with this Sprint account for use with another carrier In addition, he described unfavorable customer experiences during his attempts to address that matter We regret any possible misunderstanding that may have occurred related to meeting Mr***’s device unlock request “Unlocking” 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 devices from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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 is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options; • the account associated with the device is in good standing; • the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; and • the device has been active on the Sprint network, currently or in the past, for a minimum of days Our research revealed that Mr [redacted] satisfied the financial obligation for the iPhone device referenced in his inquiry on February 7, 2017, making the equipment eligible for unlocking However, his Sprint account balance soon fell into arrears, preventing our automated unlock process from being fulfilled Because his account balance then remained in arrears, Mr***’s subsequent attempts to unlock his device were not successful, based on the criteria outlined above Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail on June 1, 6, and 12, 2017, to discuss his reported concerns in detail were unsuccessful In addition, on June 12, 2017, we sent a letter to him via U.SPostal Service at his address on file, acknowledging our receipt of his inquiry and inviting him to contact us directly if his issues remain unresolved Although we have not had an opportunity to converse with Mr***, our records reflect that we took action on June 12, 2017, to rectify previous failed unlock attempts and met his request We confirmed that the device unlock information was forwarded to his equipment on June 13, 2017; however, in the event that Mr***’s device is not available to receive that unlock code signal from our network, he can contact us directly for the code to be re-sent to his device We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Mr***’s feedback is valued and has been forwarded to the appropriate management staff empowered to investigate further and make changes in those areas We regret any inconvenience these matters may have caused Mr*** If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

Complaint: [redacted] I am rejecting this response because:From [redacted] *'s response you will see she says I was told the web, the brochures, etc all list the specifics of the lease and its terms, quite frankly you need a law degree and a magnifying glass to read all the fine print.When I went in on May 8, I had my teenagers and my month old granddaughter with meI went in because our year service contract was over and we wanted newer phonesThe time that it takes in a Sprint store could be anywhere from to hours, for us it took close to hours and during that entire time you are not given a contract to read, you are listening to what the Sprint representative is telling youIf we are not to believe what their employees are telling us why are they allowed to quote prices for their plans or what the bill would beThere should be a warning advisory when you walk in a Sprint Store stating" Sprint is not liable for information provided to you by their employees as it may or may not be true"! If that were the case, myself and I am sure many others would go elsewhereThey also allow for I beleive a day review to cancel, but that first bill isn't even seen within the day period and the first bill is much larger and you are told that, as the one time activation costs are included on itBy the time you recieve a regular bill you are into the plan at least monthsI beleived what they told me and I expected a certain level of knowledge and honesty when I walked into their place of business that I would be provided accurate information I also believed the several other Sprint's employees who I spoke to by phone or by messenger when on more than one occasion I was told my bill would be $a month and the issue would be corrected.So it is ok for Sprint's employees to provide information, to lie to you a customer in person because I should have read the brochure or gone on the web to review a contract I did not receive until I paid at the end of my visitYes I bought a phone case too As a fair solution I asked for my account to revert back to the time I went in to the store on May 8, to a plan with the purchase of the phone and a month unlimited service contractI was told this cant be done because those plans were no longer offered at that time They were offered, [redacted] could not find any information on what was in effect months agoI can go on different websites, open a Consumer Reports Magazine, even check old emails and find information on the plans that were available at the time, I find that hard to believe the Company that offered them cannotThe only thing they can do is give me a discount, I can pay off the leases for a discounted amount of $I am sure there are taxes and other fees and surcharges that would be added in to that number, that are outlined somewhere else, just not in their reply, here I asked if they had any other options and was offered nothing I don't accept this offer or their expalnation as I shouldn't have to pay to cancel the leasesThis is not my fault, this is their compnay's fault and they need to make it rightI now want to resolve this by them canceling all three leases outright with me paying nothingI have had nothing but aggravation, all the phone calls, emails, and messenger texts and now dealing with thier Executive Analyst and Regulatory Services DeptThe bad behavior for providing inaccurate and misleading information, poor customer service, and a complaint to the Revdex.com with no resolution should be reason enough to do so, their too bad so sad attitide is totally outrageous! Additionally, all late fees should be removed from my final service bill, as I did not pay all monies charged to me on some bills as they were and still are in dispute.Regards, [redacted]