Sprint Corporation

December 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , G***, B [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsB [redacted] G***, and this complaint was forwarded to the Executive & Regulatory Services department for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, MsG [redacted] stated that she has experienced difficulty paying her bill, and she stated that her attempts to receive assistance with this matter have resulted in unfavorable customer service experiences Additionally, she stated that she is experiencing difficulty while using Sprint service due to poor connection As a result, she is requesting a credit to her account and a billing cycle change We regret any possible misunderstanding that may have occurred regarding this issue Based on a review of our records, MsG [redacted] is within one of our best coverage areas for voice and data Further, there are seven towers within a to mile radius of her home address and there are no alarms or alerts on any of these towers As a result of MsG***’s continued concerns with this matter, we opened a trouble ticket and requested that one of our technician’s contact her Our technician indicated that MsG***’s device was behind in software updates, which could be contributing to her concerns with dropped calls and connection issues Follow up for testing is still holding for final review as of December 1, 2017, as a result of our technician’s inability to contact MsG*** At her convenience, she can contact the technician to complete testing Additionally, Sprint has made contact with MsG [redacted] and carefully reviewed her account with her Sprint has worked with MsG [redacted] on multiple occasions over the past months, in an effort to bring her account current, and according to our records, we have previously notified her that her account balance was past due In addition, we previously explained that we may at any time, based on usage history, withdraw or change Services, or place limits or conditions on the use of our Services The payment arrangements we have provided to over the past months have been a courtesy on our part and unfortunately the requirement at this time is collect the entire past due balance so MsG [redacted] can continue to enjoy our services As per our terms and conditions of services, we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit or non-payment towards a past due balanceAll of this information was communicated to MsG [redacted] during our conversation with her on November 29, We regret any inconvenience that MsG [redacted] may have experienced while attempting to resolve her account concerns For concerns regarding payments and payment ar***ments, she can contact our Finance department by calling toll-free at 1-855-510- Should there be any other additional questions or concerns; I can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between 7:a.mand 3:p.mcentral Time Sincerely, Bridgette FExecutive Services Analyst

May 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 inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] stated that she called Customer Care prior to leaving the country to get rate information on international data roamingShe states that she was informed that it would be $per megabyte of data She also stated that the representative could not explain how the data is calculated or the amount of data that makes up one megabyteMs [redacted] stated that she was charged over $for one day of International Roaming Data chargesShe claims that she was traveling on March 15, and that the devices were in airplane mode Ms [redacted] is requesting that the International Data Roaming charges on her account We spoke with Ms [redacted] on May 11, We reviewed her account and found that the International Data Roaming charges on the lines ending in [redacted] and [redacted] were valid charges As a one time courtesy we credited her account $for line [redacted] and $for line [redacted] due to any possible misunderstanding regarding International Data Roaming Ms [redacted] paid her current bill and her balance is currently $Ms [redacted] states that these actions have resolved her complaint If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland [redacted] Executive Services Analyst

December 27, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] Sprint Account: xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on December 1, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive the Buy One Get One (BOGO) promotional credit and the level of customer service received from Sprint while attempting to resolve her concernsMs [redacted] stated that she purchased an iPhone 6s and iPhone 6s Plus devices and was advised that she would be reimbursed for one of the devices via a monthly service credit within three billing cyclesMs [redacted] requested that Sprint review this matter and apply the credit to her account accordingly Sprint has reviewed Ms [redacted] ’s concernsIn 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 informationIn 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 According to our records, Ms [redacted] purchased and activated an iPhone 6s and iPhone 6s Plus device associated with phone numbers ending in [redacted] and [redacted] on July 25, 2016, via Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Please be advised that under the guidelines of the BOGO promotion, eligible customers must purchase an iPhone 6s or 6s Plus 64GB or 128GB device under Sprint’s Monthly Installment Program or via Sprint’s and per month Leasing programThe BOGO promotion requires one of the devices to be either 64GB or 128GB and the other is a credit equivalent to an iPhone 6s 16GB device if two higher memory configurations are purchasedBased on our findings, Ms [redacted] does not qualify for the promotional creditHowever, on November 30, 2016, our Customer Care group applied a credit to her account to offset a monthly lease charge, as a courtesy We regret any miscommunication that Ms [redacted] may have received with regard to the promotional offer and we appreciate Ms [redacted] ’s feedback regarding this issueIn an effort to reach a satisfactory and mutually acceptable resolution, we would like to offer a one time adjustment of $to Ms [redacted] ’s account to offset the monthly lease charge associated with phone number ending in [redacted] for months as per the terms of the BOGO promotional offerShould Ms [redacted] wish to accept our proposed offer, we encourage her to contact the undersigned directly within business days from date of this response We have made multiple attempts to reach Ms [redacted] regarding her concerns and to relay the aforementioned information and proposed resolution to herWe attempted to contact her via phone and e-mail on December 5, 8, 14, and of 2016, and mailed a letter to the address on file on December 15, 2016, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a returned call from Ms [redacted] Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN 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 accountTherefore, we ask that Ms [redacted] to contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concernsWe regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her account concerns We 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] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ Tracey S [redacted] Tracey S [redacted] Executive & Regulatory Services

May 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 inquiry of Mr [redacted] filed on behalf of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his frustration with trying to replace his damaged iPhone device After attempting to file a claim with Asurion, he states the claim was rejected due to the inability to remove his credentials from the iCloud application on his device This has resulted in Mr [redacted] being without a working phone We spoke with Mr [redacted] on May 16, 2017, and processed a device order for the same make and model of the damaged iPhone device In addition, we agreed to facilitate the return of the damaged phone and reduce the new device charges to $150, equal to what he would have paid to file a claim with Asurion With this action, Mr [redacted] confirmed his complaint has been fully resolved We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service 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 If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

May 23, 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 Ms [redacted] We appreciate the opportunity to address her account concern In her inquiry, Ms [redacted] stated she is requesting a copy of her April invoice She further stated that she attempted to view the bill on our website, but she was unable to review the bill section She also stated that she attempted to have the bill emailed to her but has not received her final bill As a result, she is requesting assistance with this matter We reviewed Ms [redacted] ’s account and confirmed that the invoice delivery method on her account was set up for eBill We previously changed her invoice delivery method to paper billing but it was after her April bill posted Our records reflect that we previously mailed invoice reprints, but her address recently changed To address this matter, we confirmed her account is updated with the current address and mailed a copy of her April invoice on May 23, We appreciate Ms [redacted] for taking time to provide details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback If we can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive 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: Mrs [redacted] was excellent in responding to calls and or e-mails and Sprint should know that THESE are the employee's that are making thier business thriveits just too bad we cannot clone people like this and have to sometimes get inferior customer serviceI look forward to working with [redacted] on the last issue in hopes we can come to some sort of amicable decision 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]

September 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] states that he was erroneously billed for international long distance charges although he placed the calls through a third-party application that places calls using the data portion of his device As a result, he is requesting that we credit the international long distance calls that were assessed to his account Our records reflect that during the billing period of July 12, 2017, through August 11, 2017, he was billed international long distance charges for calls made to Guatemala Further, because he did not subscribe to an international calling plan, he was billed $per minute During this billing period, he used [redacted] international minutes for a total charge of $1,plus taxes and surcharges Additionally, our records reflect that these calls were placed through our network and that we are not responsible, nor can we troubleshoot any issues caused by third-party applications During our conversation with Mr [redacted] on September 6, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue Further, he informed us that his issues have been previously resolved by our Customer Care group If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

August 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Complaint of [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she contacted Sprint to enroll in the AutoPay program; however, an incorrect credit card was designated for payment As a result Ms [redacted] states that she incurred overdraft fees with her bank once the payment was processed Further, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to have her payment reversed As resolution to her concerns, Ms [redacted] seeks to have the payment reversed, bank overdraft fees reimbursed, and a two month bill credit We have reviewed, Ms***’s account and find that her account was enrolled in the AutoPay program at her request on July 1, Our records further indicate that an SMS message was sent to Ms***’s phone number ending in [redacted] confirming the enrollment as well as the designated credit card The scheduled AutoPay was processed on August 7, We regret any Sprint error that may have occurred while completing her request As requested, the $payment has been refunded and as a courtesy, we applied adjustments to the Sprint account to offset the amount of the overdraft fees assessed by her bank In addition, we applied a loyalty credit of $to her account We spoke with Ms [redacted] on August 30, 2017, advising of the actions taken Ms [redacted] confirmed that her concerns are resolved We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused If we can be of further assistance regarding this concern, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 11:a.mand 7:p.m., Central Time Sincerely, Jaclyn KExecutive 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, Ramon ***

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxxx [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 offered $service credit for each new tablet subscription on his account He stated that he activated tablets, and has yet to receive the $credit As a result, he requested that the $service credit that he was offered be applied to his account immediately and a written apology 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 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 We made unsuccessful attempts to contact Mr [redacted] by phone and email on April 26, 27, 2017, and sent him a letter on May 9, Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN 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 In accordance with that policy, we must first speak with Mr [redacted] and have his provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint We 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 If Mr [redacted] would like to further discuss this matter, 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

[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 called into customer service multiple times and was told the account reflected a zero balance prior to disconnecting the serviceThe representative has noted fees being assessed to the account in only after service was disconnected; my calls were made prior to this, so I have no idea who this conversation was had with, and does not reflect the call history prior to the closing of the account in which I was told otherwiseFurthermore, the entire time that I was a Sprint customer, the account was consistently paid on time with no issuesNow that I have a new service provider, with a much better customer service experience, and it being more than three years later, there's a problemThe money spent hiring collection agencies to harass customers over bills that they do not owe would be better spent towards adequate training of Sprint employees within the human resources department Regards, [redacted]

August 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] -Rebuttal, [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] reiterated her dispute of monthly equipment charges assessed to her Sprint account, advising that the terms of her accepted device leases were not explained to her at the point of sale Ms [redacted] also stated that we owe her additional credit for that matter We regret any remaining misunderstanding that may exist regarding the terms of Ms [redacted] ’s two referenced 24-month equipment leases and our promotional Lease-One-Get-One (LOGO) offer However, as outlined in the details of that LOGO promotion and in our August 14, 2017, response to Ms [redacted] ’s initial filing, both devices associated with the LOGO promotion must remain on an active lease for the duration of the agreed-upon lease term for the promotional credits to apply On December 26, 2016, Ms [redacted] remitted payment to satisfy the charges in full for one of her two above-noted leased devices Because she took that action prior to the satisfaction of her 24-month leases, monthly charges for her second lease began systematically reflecting on her account, pursuant to the terms of those leases and the promotional offerWhile we regret that those details may not have been fully explained to her at the point of sale, the information is included in the documentation presented to her at the time she signed and accepted her two device leases We followed up with Ms [redacted] on August 18, 2017, and again explained the information outlined aboveAlthough we were unable to identify any error on the part of Sprint related to her disputed equipment billing, our records reflect that our representatives have applied credits totaling $to her account for this matter since January Due to any possible misinformation she may have received regarding the terms of the noted promotion, we offered to apply additional credits totaling $to offset a portion of her remaining device billing Ms [redacted] accepted our offer, and we applied the $credit to her account, as agreedMs [redacted] stated that our actions have resolved her concerns to her satisfaction We regret any inconvenience this issue may have caused Ms [redacted] If we can be of further assistance with this concern, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

July 26, 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 Mr [redacted] on behalf of Sprint account holder, [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received when he contacted Sprint requesting to cancel an account Mr [redacted] stated that he continues to be billed for services Mr [redacted] requested to cancel his services and refund the payments remitted after his initial request to cancel his services in April Our records reflect that Mr [redacted] activation two lines of service on December 22, Mr [redacted] activated a new device on telephone number [redacted] via Sprint’s Installment Agreement [redacted] Additionally, Mr [redacted] accepted a Sprint service agreement on December 21, 2016, for telephone number ending ***, he consented to retain services for two years from that date As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchaseOn April 13, 2017, Mr [redacted] requested to pay off the remaining equipment balance for telephone number ending ***, which was completed in April We are unable to identify any request to cancel either and/or both lines of service prior During our conversation with Mr [redacted] on July 20, 2017, we reviewed the above information We confirmed usage between April and July As a result, we respectfully decline to refund the payments remitted for the used services As requested, we cancelled Mr [redacted] ’s Sprint services on July 20, 2017, and released the $deposit previously held to the outstanding balance reflected on his Sprint account Because he canceled his service for telephone number ending ***, prior to the fulfillment of the agreed-upon term, his account was automatically assessed a $plus tax Early Termination Fee Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we cancelled Mr [redacted] ’s Sprint services on July 20, 2017, and applied credits totaling $to offset a portion of the Early Termination Fee assessed when telephone number ending [redacted] cancelled Mr [redacted] ’s account is now closed and reflects a zero balance Mr [redacted] confirmed that his issues have been resolved to his satisfaction On behalf of Sprint, I apologize for any inconvenience this matter may have caused the [redacted] s If we can be of additional assistance with this concern, they can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive 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 filed a Revdex.com complaint on 12-9-because Sprint broke their own contract by not fixing the first bill on a renewed contractSprint stated here on the Revdex.com that if I sent the phones etcback to them which I did that they would fix the amount that was posted on my credit which was over $I have the receipts for the returns for proofSprint hasn't contacted me after the items were returnedToday 3/8/I received a call from a Credit Collection Agency wanting over $Sprint needs to fix my credit since I returned the equipmentThis is completely unacceptable for a business to wait until the Revdex.com time runs out then reports me to a Collection Agency without fixing the issueFor all my trouble I want this item off my Credit File completely and I want this account to show paid in fullI'm tired of this alreadySince equipment was returned I want my credit file clearedI have already had too much stress from all of thisClear my credit of the account and I want nothing further to do with Sprint! Plus any collections must stop! Regards, [redacted] ***

January 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX1957, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the follow up inquiry from Mr [redacted] We appreciate your assistance in bringing our customers’ supplemental concerns to our attention In Mr [redacted] ’s follow up filing, he expressed his dissatisfaction with our previous response In Mr [redacted] ’s original complaint, he stated since 2000, he resided in Tennessee and after a few years, relocated to New YorkHowever, Sprint continues to charge him Tennessee State and local taxes along with New York State and local taxes Upon review of Mr [redacted] ’s tax concerns, we identified that upon relocation phone line ending in was being billed under a New York and Tennessee address, in advertentlyOur records further indicate in July 2007, Mr [redacted] contacted Sprint and updated his billing address on his account from Tennessee to New YorkUpon completion of our review, we have updated our records for phone line ending in to reflect the correct taxing authority Mr [redacted] does not receive a refund for the taxes incurred for the incorrect jurisdiction because he was taxed at a lower rate than he should have beenAdditionally, Mr [redacted] is still responsible for the taxes in the correct jurisdictionAs outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the chargesYou do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interruptedDisputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoiceWe communicated with Mr [redacted] on December 15, 2017, and discussed his concerns in detail and relayed the aforementioned information to himUpon receipt of this follow up complaint, we attempted additional contacts to Mr [redacted] via telephone and e-mail on January 10, 12, and 16, 2018, to address his supplemental concern and were unsuccessful in reaching 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 Mr [redacted] with the concerns raised in his complaint We look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience at number referenced below We regret any inconvenience that this matter may have caused Mr [redacted] If I may be of further assistance with this matter, Mr [redacted] can reach me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Sharon RExecutive Services Analyst

July 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] 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 customer’s concern to our attention According to the information provided, Ms [redacted] stated that she visited our retail store to purchase a new phone and received a quote for services that she claims has not been honoredShe stated that she attempted to resolve her issues with the retail store and customer service spending considerable time and money with no resolutionShe also advised that the device she purchased is not newMs [redacted] is requesting compensation We reviewed the account and see that Ms [redacted] is on our Unlimited Freedom plan with an active Installment agreement and equipment protectionThe charges assessed are align with the aforementioned service planFurthermore, we confirmed the device purchased are new and do not reflect as recondition or refurbished We have attempted to reach Ms [redacted] at the daytime phone number ending in [redacted] and by e-mail at [redacted] , as provided in her complaint, on June 30, 2017, July 6, and 12, Unfortunately, we have been unable to reach Ms [redacted] Because we have not yet received a response to our contact attempts we will consider the issue for Ms [redacted] ’s Sprint account as closed, pending contact from her If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst

July 19, 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 Mr*** [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that in March he upgraded to a new device and service plan and was advised that his bill would be approximately $per month after a percent discount off his lease payments However, for the past three months, he has been billed $or more per month Additionally, he stated that he declined the Total Equipment Protection option; however, it was added to his accountHe requested to have it removed multiple times and it still has not been removed As a result, he requested to receive credits for what he has been overcharged for the past three months for the Total Equipment Protection option (TEP) and to have his bill adjusted to $per month 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 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes During our conversations with Mr [redacted] July 14, 2017, we explained that our records reflect that on June 13, 2017, the TEP option was removedWe regret that this was not done when he initially requested Our records further reflect that he received credits totaling $to remove the TEP charges that are reflected on his April to June billing statements Additionally, we advised Mr [redacted] that for a limited time, eligible customers can upgrade via the Sprint Lease option to an iPhone and receive percent off their monthly lease price in the form of a $service credit for months Customer who select an iPhone plus they will receive the same $service credit formonths Our records reflect that Mr [redacted] upgraded to a new iPhone plus and as outlined above, and he will receive a $service credit for months We explained that he selected an unlimited service plan, and he will be billed $per month, $for his lease payment for the iPhone plus, after the service credit and applicable taxes and surcharges We appreciate Mr [redacted] for taking the time to provide us with his feedback regarding his experience with our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Mr [redacted] can contact me the calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

September 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on August 31, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she encountered an unfavorable customer service experience while attempting to resolve her account concernsMs [redacted] expressed her dissatisfaction with the delay with the cancellation of her Samsung Galaxy Sdevice associated with phone line ending in *** Ms [redacted] stated that the aforementioned phone line should have been cancelled in July Ms [redacted] requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that on August 18, 2015, Ms [redacted] visited a third-party retailer, Best Buy Mobile and upgraded the deline ending [redacted] to a Samsung Galaxy Svia Sprint’s Monthly Lease Billing program Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment and accessories purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her lease Billing Agreement, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her account Should Ms [redacted] choose to cancel she will incur Lease cancellation fees, which are valid Further our records state that on August 18, line ending [redacted] was cancelled as Ms [redacted] ’s requestAs a result, upon receipt of her August 22, billing statement the line ending $lease cancellation chargesFurther, on September 12, our Customer Care group confirmed that our warehouse received the device associated with the line ending [redacted] and we applied an adjustment in the amount of $to offset the for the lease cancellation chargesThe adjustment will appear on Ms [redacted] ’s September 22, billing statement We spoke with Ms [redacted] September 14, 2017, and relayed the aforementioned informationAlso, we discussed the prorated $reflected on her August 22, billing statement for line ending *** As such, we consider these charges to be valid However, we offered to apply a one-time courtesy adjustment of $to offset a portion of monthly recurring access, late and reconnect from suspension fee incurred on her August 22, billing statement Ms [redacted] accepted and acknowledged the information and resolution relayed to her We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care groupsWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Travis [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrTravis [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s inquiry, he expressed his dissatisfaction with the length of time taken for us to honor the terms of a recent device promotion, advising that his monthly invoices do not reflect monthly equipment lease credits as offered He also described unfavorable customer experiences during his attempts to address that concern Mr [redacted] requested that we allow him to terminate his services with no contractual obligation We regret any misunderstanding that may have occurred regarding our referenced device promotion and Mr [redacted] ’s Sprint charges Our records reflect that Mr [redacted] previously brought this concern to the attention of our department under separate cover and that we spoke with him on September 12, At that time, we confirmed that he had met the requirements of the referenced promotion but that a subsequent equipment exchange led to the promotion being inadvertently removed from his accountWe restored the promotion to his account on that date and applied a credit of $to his account to offset the credit amounts missed in the interim During our follconversation with Mr [redacted] on September 26, 2017, we confirmed the above outlined information Mr [redacted] advised that the issue was resolved to his satisfaction, and we agreed to review his next invoice to ensure proper equipment credits are reflected We appreciate Mr [redacted] ’s taking time to provide details of his 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 these matters may have caused but are pleased that we were able to address Mr [redacted] ’s reported concerns to his satisfaction If we can be of further assistance with these issues, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

June 7, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] regarding our Boost Mobile product In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our Customer Care department while he was attempting to change his rate plan to our Boost Mobile Family plan Mr [redacted] stated that he requested to add an additional line to share with his existing service plan However, Mr [redacted] cited that his service plan was restarted immediately, causing his current plan to be cancelled and for him to lose the benefit of his previous service payment of $made on May 14, He requested a credit in the amount of $be applied to his account We regret an inconvenience this matter may have caused Mr [redacted] Our records reflect that Mr [redacted] contacted or Customer Care department on May 26, 2016, to obtain assistance with changing his service plan to our $Unlimited Family share plan Our records further reflect that Mr [redacted] was not informed correctly that this plan would become effective immediately, and would require a $service payment to complete the Family plan set up As such, $was deducted from his account balance to complete this service plan change During our June 3, 2016, conversation with Mr [redacted] we provided the information outlined above and apologized for any incorrect information he may have been provided In an effort to resolve his account related concerns we applied a $service credit to the primary phone number on his new Family Share plan Mr [redacted] confirmed his complete satisfaction with actions taken to resolve his account related concerns If we may be of further assistance with this issue Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst