Sprint Corporation

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12250363, and find that this resolution is satisfactory to me However, I don't recall being advised that it could take up to billing cycles for the credit to be reflectedI will continue to monitor the invoices in hopes that this matter is resolved and will not have to be revisited in the futureThanks for your help Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me upon receiving the credit for the early termination feesIt has taken me a bit longer to send out the tablet (I have done so) than originally planned because the return kit was just a padded envelopeI no longer have the original box the tablet came in and I did not feel comfortable just sticking the tablet in that envelopeWith the holiday it took me a few extra days to find a box and packing materials to better protect the tablet for its return tripI was told it could take up to weeks for the tablet to be received and checked in and the credit to be appliedBut if all goes as it should I believe my issue should be resolved by my next bill due date Regards, [redacted]

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

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

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

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: 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]

[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 ***

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

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

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] requested that we replace her damaged device for her line ending in and waive the deductible, stating that the deductible is more than she paid for her prior device replacement, and she is dissatisfied that the deductible was required in order to process her claim through AsurionShe further expressed dissatisfaction with the level of customer service that she received during her attempts to resolve her issue, citing that she was not offered a loaner device until she received her replacement We regret any possible misunderstanding that may have occurred related to the terms of our Total Equipment Protection (TEP) device insurance optionWe attempted to contact Ms [redacted] via phone and e-mail on June 22, 24, and 27, 2016, to address the concerns she may have with our TEP policy; however, our attempts have been unsuccessful, and she has not responded to the letter that we mailed on June 29, After reviewing our records, we determined that the deductible is validAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their devices that is not covered under the provisions of the limited one-year manufacturer’s warrantyA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP was provided to Ms [redacted] when she added the option to her account and can be found at our website, www.sprint.com/tep We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her accountMs [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her accountAs a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts us The above-referenced account will remain in “escalated status” with our office until July 18, 2016, to allow sufficient time for her to contact our officeAfter July 18, 2016, her account will be released to our Customer Care department for general assistance If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G 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

September 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on September 13, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] is disputing equipment lease charges assessed to her wireless account when pre-ordering the iPhone According to Ms [redacted] she pre-ordered the iPhone which is scheduled to be released on September 16, 2016, and was aware she would be assessed a charge for the prior lease agreement on her account However, after reviewing her account, she was charged for the cancellation of her previous lease without receiving the new device Therefore, Ms [redacted] request that we review this matter and adjust her account According to our records, on October 4, 2015, Ms [redacted] activated phone line ending in [redacted] and purchased an iPhone 6s device via Sprint’s Lease program Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease Our records further shows, on September 12, 2016, Ms [redacted] pre-ordered the iPhone device to upgrade her phone line ending in [redacted] and agreed to lease payments toward the pre-order purchase of the iPhone 7, scheduled to be released on September 16, Therefore, Ms [redacted] ’s account was assessed a lease cancellation charge of $to her account We furthered confirmed that Ms [redacted] received the iPhone on the release date via UPS In addition, we have confirmed that Sprint has received Ms [redacted] ’s iPhone 6s and adjusted her account a total of $to offset the cancellation of her iPhone 6s lease agreement We contacted Ms [redacted] via email on September 22, 2016, and relayed the aforementioned information to her Unfortunately, we have not received a confirmation from Ms [redacted] if she is satisfied with our resolution In order to ensure that Ms [redacted] is satisfied or mutually accepts our resolution, we must speak with her directlyShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below upon receipt of this letter We regret any frustration this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-####, ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Romualdo 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

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

[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 Ordered an Ipad pro from sprint in JulyI called to have the Ipad Activated and told it was doneI always have the Ipad linked to my WIFI at home and work so I never tired to use my cellular dataWell once I tried to use my data I an error message statingyour Ipad was previously activated under a different account and must be reset before attempting a new activationI called sprint to see why this error message is coming up? When I am being charged for the data plan but cannot use the serviceOn 9/1/at 9:00PMThere was a very long wait time to speak to a rep then once I got a rep I had to be transferred to another repThe rep told me the department that can help is close at the time and that I could call them tomorrow at ###-###-####.On 9/2/at 9:00am I called and was told I was giving the wrong info they only handle prepaid phonesSo I sprint customer service back to see what's going on! The rep was not paying no mind to what I was telling herI asked for a manager she placed me on hold for five minutes then discounted the lineI had to call back wait another minutes to get a rep on the phone just to be placed on hold for minutes waiting for a managerOnce the Manager got on the line I let her know that I have been having this Ipad for two months and I have called more than once to get my data working on the tablet with no luckShe asked if I had a replacement Ipad? I told her no I have not replaced my IpadShe stated a old serial number was on my data planI asked her who added the serial number to my plan because every time I called to get the data to work I am getting the run around.She is now trying to get my tablet set up the Ipad so we can add dataAny time I have a problem or need help with something it always take two or more days to get someone to really help meWhat kind of customer service is that?I would like for someone to call me about this issueI will need some kind of adjustment or something for my times talking with sprint for more than one dayThis time sorry will not help anything Regards, [redacted]

December 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she switched to Sprint she received a promotional offer to buy one device and one device free and she was offered two mobile broadband devices at no cost and a $reward card for each iPhone that she activated with SprintShe stated she was advised that her bill amount would be $per month plus taxes and surcharges; however, her bill amounts have been higher Further, she stated that she was advised the she would receive gift cards to pay the Early Termination Fees and remaining balance of the unpaid iPhones assessed by her previous wireless provider; however, she has not received the correct amountAdditionally, she requested to cancel the two mobile broad band devices and was denied As a result, she is requesting to have her bill corrected, to receive a refund for what she has overpaid, to receive the correct amount she was billed by her previous wireless provider, to receive the promised $reward card for each phone number she switched to Sprint, and to cancel the mobile broadband devices Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding these matters and appreciate her feedback The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information 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 changesFor a limited time, customers that purchased an iPhone 6s 64GB or 128GB via a Sprint 24-Month Installment or a Sprint Lease program could receive an iPhone 6s of equal or lesser value for free As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included and customers are responsible for paying their previous carrierDuring our conversation with Ms [redacted] she advised us that she received buyout gift cards for two of the phone lines she switched to Sprint However, she did not receive a gift card for the third phone line We escalated her issues to our retail management team and due to any possible miscommunication that may have occurred regarding this matter they offered to provided a one-time bill credit in the amount of $to emulate the buy one get one free offer and $to cover the Early Termination Fee for the phone number that she did not receive the buyout gift card Additionally, we applied credits totaling $to cover the $reward cards and the credits will reflect on her January invoice Additionally, per her request we cancelled the services on the two mobile broadband devices and informed her that we will credit the remaining balances owed on those two devices once the devices are confirmed as received in our warehouse undamaged As a result, postage-paid return kits were sent to the address on file This offer is valid for a period of days from the date of this response We regret any inconvenience that this matter may have caused Ms [redacted] If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive 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