Sprint Corporation

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 22, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] expressed her dissatisfaction with monthly installment billing charges reflected on her billing statements, after she established services with SprintMs [redacted] specifically stated that she was offered a promotion for $in free merchandise per line of serviceMs [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a local Sprint Retail Store location on January 17, 2016, with the intent to upgrade her devices associated with phone numbers ending in [redacted] and ***At that time, Ms [redacted] purchased an iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] and an iPhone 6s Plus Gray 16GB device associated with phone number ending in ***Additionally, she purchased a Kate Spade Hybrid Hardshell Case for Apple iPhone /6s Plus devices, an ADOPTED Leather Folio Case for Apple iPhone Plus/6sPlus, a Nite Ize Clip Case Hard-Shell XXL Holster and a Harman Kardon Aura Wireless Stereo Speaker via Sprint’s Installment Billing program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We regret any misunderstanding which may have occurred and any inconvenience caused to Ms [redacted] However, upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Ms [redacted] ’s Installment Billing Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current planSprint was unable to substantiate Ms [redacted] ’s claims that the aforementioned accessories were offered free of charge Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return the device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf the service plan selected required a service agreement, no termination fee is charged when the services are canceled within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationSprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process We spoke with Ms [redacted] on May 30, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that our records reflect she elected to upgrade her devices as well as update her price plan for her two phone numbers ending in [redacted] and [redacted] to Sprint’s Framily plan and the representative built in additional discounts which awarded a value of $to offset her monthly recurring installments, which are being assessed at reflected on her monthly billing statements leaving a remaining $in additional discounts offered recurring monthlyPlease be advised that Ms [redacted] was offered a resolution by the Retail Store’s Management team to pay off the Installment Billing Agreement early by remitting the amount of $and the store would issue a one time courtesy credit on her account in the amount of $on October 26, 2016; however, she decline the aforesaid offerMs [redacted] confirmed that she was offered this resolution yet she remains dissatisfied and disagrees with our findings While Ms [redacted] may disagree with our findings, we are confident that her account concerns were addressed and resolved to the best of our abilityAlthough, Sprint sustains no further credit is due, in order to provide an amicable resolution and closure to this matter, we offered to provide a one time courtesy adjustment in the amount of $to offset monthly recurring service charges reflected on Ms [redacted] ’s May invoiceMs [redacted] declined our offer; however, we will still offer to apply the one time courtesy adjustment in the amount of $If Ms [redacted] should choose to accept our offer we urge her to contact the undersigned at the number below within days of this letter We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she went online last month and purchased a device for her husband The device was recently stolen and she called to get a replacement; however, she was not aware that the device did not subscribe to our Total Equipment Protection (TEP) plan She offered to pay for the TEP plan retroactive to the last three months she thought she had it; however, her request was denied As a result, Ms [redacted] requests that we allow her to get a replacement device, and just pay the deductible Our records reflect that Ms [redacted] purchased a Samsung Galaxy Sfor line ###-###-#### on December 6, We further determined that the Total Equipment Protection was not added at point of sale and she was not billed for this service During our April 18, 2017, conversation with Ms [redacted] , we explained the information outlined above Ms [redacted] reiterated her dissatisfaction with her experience To demonstrate our commitment to excellence, we offered to send the replacement device, and billed the $deductible to Ms [redacted] ’s account She accepted the offerWe also informed Ms [redacted] to add the TEP plan to the line when she activates the replacement deviceMs [redacted] thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and we are happy that we were able to resolve Ms [redacted] ’s issue If we can be of further assistance with this matter, 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, Shola AExecutive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] expressed her frustration with multiple requests to cancel an equipment agreement and phone line without action from Sprint She continues stating that the line is still active and she has been billed for services not used under that number We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on April 17th, 2017, and apologized for any frustration she experienced due to the billing issues caused During the conversation, I advised Ms [redacted] that the line has been canceled and all charges dating back to her initial request in December has been adjusted Ms [redacted] requested to modify her payment arrangement I assisted with more feasible payment options and confirmed with Ms [redacted] that all her issues have been addressed and resolved On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she 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

April 11, 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: The above-referenced inquiry of Mr [redacted] has been received by our office We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] cited his dissatisfaction with our not honoring the terms of a recent equipment upgrade promotion offered to him when he upgraded his previous devices to iPhone and Galaxy Sdevice models He also described unfavorable customer experiences during his attempts to address that matterHe requested that we honor the promotional equipment pricing as initially offered We regret any possible misunderstanding that may have occurred regarding the terms of our referenced promotion We identified that, at the time of Mr [redacted] ’s referenced device upgrade transaction, the referenced promotion was inadvertently not added correctlyBased on this, we were unable to provision the expected monthly device credits to his account During our March 29, 2018, conversation with Mr [redacted] , we explained the information outlined above However, we also confirmed that, due to any miscommunication that may have been provided to him related to this matter, Sprint had previously addressed this matter by providing a lump-sum service credit of $to his account to offset an amount equivalent to the full value of the referenced device promotionsWe have credited the account for the full value of the promotional offers in the only means available to us at the time, as a service credit, and the equipment charges, though fully reimbursed, will continue to reflect on the invoice due to the equipment financing agreement We appreciate Mr [redacted] providing feedback regarding his recent interactions with our Sales and Care personnel We are continually striving to improve the quality of service provided to our customers Please be assured that we value feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [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 between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of the account holder, Melissa *** We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s filing, he stated that he cancelled his services on his account and returned the devicesMr [redacted] stated that he was at the end of his lease, cancelled and paid off his account, and returned the devices to a local Sprint Retail Store location However, his account was assessed Lease Device Purchase Amount chargesTherefore, Mr [redacted] requested that Sprint review these matters, and adjust his account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website via 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 Please 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 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, Mr [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Our records indicate that Mr [redacted] cancelled two lines of service on his account on September 13, However, we have not received the devices Since Mr [redacted] participated in Sprint’s Leasing program, his account was assessed Lease Device Purchase charges for phone numbers ending in [redacted] and [redacted] in the amount of $as reflected on his September invoice During our conversation with Mr [redacted] on September 25, 2017, we advised him once the phones are received in good working condition and undamaged at our Returns warehouse; we will waive the Lease Device Purchase chargesMr [redacted] expressed his satisfaction with our resolution

---------- Forwarded message ----------From: John [redacted] < [redacted] >Date: Fri, May 5, at 2:PMSubject: ID [redacted] ResolvedTo: [redacted] ID [redacted] was resolved once I got in contact with Sprint Rentention ServicesI do still think that the Sprint employee "***" should still be listed as a decieving phone sales personHe apparently is no longer in the State of Colorado and moved back home to Ohio.Thank You,John

[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: Thank you for your assistance Sprint unlocked devices promptly after a few phone calls Thank you and this matter is now resolved.No further action is required Regards, [redacted]

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] L [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] , filed on behalf of the account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s inquiry, she advises that she had to file a claim with the insurance company, Asurion, for phone ***-XXX-*** She further states that she placed this phone line on our stand by plan while she waited for the replacement, and believed that no charges would be assessed for this time period Additionally, she states that once the replacement phone was activated, this phone line was not added back to the original shared data plan, and was assessed a $per month charge for an individual plan Therefore, she is requesting that we place her phone back on the original plan, and credit the $charge for each billing period We regret any possible misunderstanding regarding this matter After a review of our records, we confirmed that phone ***-XXX- [redacted] was added back to the original shared plan on December 23, 2016, and the account was credited $after a recalculation of her service plan was performed After a careful review, we determined that another $credit was warranted as a result of the service plan recalculation from July 11, 2016, to December 22, Ms [redacted] is satisfied with this resolution As a result, Sprint considers this matter fully addressed and resolved We appreciate having had the opportunity to assist in resolving the [redacted] ’s account concerns, and we look forward to a long and positive business relationship with her If further assistance is needed regarding this matter, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

May 12, 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 inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with being charged full price for three of his iPhone devices even though he traded in three iPhone devices to get the equipment charges reduced to $per monthHe also expressed his dissatisfaction with not receiving the Switch to Sprint promotion to reimburse the equipment charges he incurred for switching providers He further stated that he is dissatisfied with the delay in resolving these concerns and the loss of service while waiting for resolution Therefore, he is requesting assistance with getting these matters addressed We are pleased to advise you that we resolved Mr***’s concerns to his satisfaction We confirmed that he is not eligible for the promotional credit because the model and memory of the devices he purchased was not included Therefore, the promotional monthly adjustment does not award on his account Due to any possible miscommunication that may have occurred regarding his eligibility for this promotion at the point of sale, we applied credits totaling $1,in lieu of the promotional credit for the three devices minus the $trade in value that he already received for turning in one of the iPhone devicesAdditionally, Mr [redacted] agreed to provide a copy of the invoices from the previous carrier that reflect the charges incurred for switching providers that is required for us to escalated his reimbursement promotion As a result, he stated that he is satisfied with this course of action to fully resolve his concerns We regret any inconvenience that these matters may have caused If I may be of further assistance with this matter, Mr [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

November 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Kena [redacted] Account XXXXX Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted rebuttal of MsKena [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 that the signature on the equipment lease agreement disputed in her initial filing is not hers, although she acknowledged that our assistance with that dispute was helpful We regret any frustration our October 31, 2017, response to Ms [redacted] ’s initial Revdex.com filing may have caused her However, as outlined in that response, although Ms [redacted] stated that the signature on the referenced agreement is not hers, she confirmed that she consented to that device lease and activated the corresponding equipment on her Sprint account on April 18, 2017, and used the device until the line of service was canceled on August 11, Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail to discuss any remaining concerns she may have related to this matter in further detail on November 3, 8, and 9, 2017, were unsuccessful, and we have not received a response from her However, we believe that her initially-reported dispute has been fully addressed If we can be of further assistance with this concern, or if Ms [redacted] would like to provide additional information for our consideration, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on June 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she stated that she had an unfavorable customer service experience while attempting to address her account concerns Ms [redacted] expressed her dissatisfaction with the inability to receive the 50% off iPhone 32GB promotional credits, upon the completion of her device upgradesMs [redacted] requested that Sprint review this matter and honor aforementioned promotional offer Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that on December 18, 2016, Ms [redacted] upgraded her devices associated with phone line ending in [redacted] and [redacted] and activated two iPhone Plus devices via Sprint’s 18-Month Leasing program during the 50% off iPhone 32GB promotional offer 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 For a limited time, the 50% off iPhone 32GB promotional offerCustomers’ can receive an iPhone 7/Plus device with eligible device trade-in, upon activating or purchasing an iPhone 7/Plus device via Sprint’s 17/Month LeasePlease be advised that all iPhone 7/Plus memory configurations are eligible to receive service credits on lease Customers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill in one to two billing cycles However, due to an inadvertent error the aforementioned promotional credits were not awarded to her account We spoke with Ms [redacted] on July 14, 2017, and relayed the aforementioned information to her In an effort to ensure satisfactory and mutually acceptable resolution, Sprint agreed to apply a one-time adjustment of $to her account to offset the difference of the monthly lease charges associated with phone lines ending in [redacted] and [redacted] for the 18-Month lease term We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and our Customer Care group We 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 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., Eastern Time Sincerely, Romualdo F Executive Services Analyst

November 16, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com file [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on November 2, We appreciate your assistance in bringing our customer’s concern to our attention Ms***’ filing expressed her dissatisfaction with two leases associated with phone lines ending ***Ms [redacted] stated she completed a change of ownership for a lease in May Ms [redacted] requested to terminate the original lease and begin a new lease at a retail locationAt that time, she was informed she did not need to turn in the original deviceAs a result, Ms [redacted] requested that Sprint adjust her account and terminate the original lease Sprint has reviewed Ms***’ complaint and notes that according to our records, on May 23, 2016, she requested a change of ownership for phone line ending with [redacted] via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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/leaseAt that time, Ms [redacted] accepted the lease agreement associated with phone line ending in ***On June 26, 2016, MsWeek upgraded her device associated with phone line ending in [redacted] via Sprint’s Leasing program We were unable to confirm Ms***’ claim regarding not having to return the device associated with the original leaseTo resolve this matter, on November 15, 2016, we terminated the original lease and applied an adjustment of $to offset the lease cancellation chargesWe contacted Ms [redacted] on November 16, 2016, and discussed our resolutionAs such, her understanding was expressedWe apologize for any inconvenience this may have caused Ms*** If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

October 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] -*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] - [redacted] stated that she canceled services as a result of her dissatisfaction with our network Ms [redacted] - [redacted] requested that we unlock her device Our records reflect that Ms [redacted] - [redacted] obtained her iPhone 6S device via our Sprint Lease program Our 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 For further information regarding Sprint Leasing please visit www.sprint.com/lease During our conversation, we confirmed that the lease has been satisfied Therefore, Ms [redacted] - [redacted] was not charged a lease cancelation charge However, because she did not return the device, Ms [redacted] - [redacted] was billed the device purchase charge, which is valid “Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the 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 it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; The account associated with the device must be in good standing; The device has not been reported as lost or stolen and is not associated with fraudulent activity or 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 We confirmed that Ms [redacted] - [redacted] paid the device purchase charge and the referenced iPhone 6S device is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on September 27, We appreciate Ms [redacted] - [redacted] for taking the time to provide us with the details of her experience with our Customer Service group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] -***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret the decision that led Ms [redacted] - [redacted] to cancel her services with Sprint If I may be of further assistance with this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

August 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX*** 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 Ms [redacted] stated that her service plan was not setup properly causing $per month additional billing She requested that her service plan be corrected and that she be credited the difference in the two months of billing In her inquiry, Ms [redacted] also described an unfavorable customer experience during her attempts to resolve this matter We contacted Ms [redacted] on August 28, 2017, and confirmed that her service plan pricing was corrected on August 21, 2017, and a $credit was applied to her Sprint account to offset one month of the billing difference During our interaction with Ms [redacted] , we applied the additional $credit for the remaining month Ms [redacted] expressed her satisfaction with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If we can be of further assistance, we invite Ms [redacted] to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Twana T Executive Services Analyst

August 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry, [redacted] , [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that on July 25, 2017, her new iPhone ceased to work in a specific area in Charlottesville, Virginia She indicated that she visited one of our retail stores for assistance with her device and waited minutes before being informed that she would have to visit another store approximately miles away Ms [redacted] further indicated that her attempts to resolve her concerns have resulted in unfavorable customer service experiences As a result, she is requesting assistance with this issue We regret any possible misunderstanding that may have occurred regarding this matter Sprint has made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation We regret that Ms [redacted] experienced difficulty with her device while attempting to use it During our communication with Ms [redacted] , she stated that she was informed by one of our representatives that there was an issue with one of the cell sites in the area due to a recent storm, but she stated that at the time of her inquiry regarding her device not making and receiving calls, no one was able to advise her of this matter She also indicated that she left work early to attend to her device concerns only to wait for a long period of time to find out she was not at a repair store We informed Ms [redacted] that we regret the length of time that she spent at one of our retail stores and we are pleased that the matter has been resolved, and that it is not a device issue As per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve concerns that are brought to our attention; however, as a goodwill gesture for the time spent in one of our retail stores, an in an attempt to resolve this matter satisfactorily, we applied a one-time $credit to Ms [redacted] ’s account today She accepted the offer and she is satisfied We appreciate Ms [redacted] ’s taking the time to provide us with the details of her 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 that Ms [redacted] may have experienced while attempting to resolve her device concerns Should there be any additional questions or concerns with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

June 30, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint for [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] expressed her dissatisfaction with an additional line of service being placed on a separate price plan at the time of activation, resulting in her account being overcharged by $per monthMs [redacted] requested that Sprint review this matter, place the additional line of service on her current price plan and process a refund to her accordingly Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] established a new line of service corresponding with phone line ending in [redacted] on July 8, During this sales transaction, she purchased an IPhone SE device at discounted pricing in exchange for a two year Service Agreement with our Telesales groupUpon the activation of service, the aforementioned phone line was configured onto a separate price plan Our records further indicate that our Customer Care group updated the price plan on May 20, 2017, on the aforementioned phone line, which was configured onto her current Shared plan In addition, an adjustment was applied to her account on May 30, In an effort to ensure a satisfactory and mutually acceptable resolution, we attempted to contact Ms [redacted] via phone and email on June and of 2017, advising her of our receipt of her complaint and the need to speak with her directly Unfortunately, we have not received a response from Ms [redacted] Therefore, we continued with our contact efforts to her on June 20, and June of 2017, without success Should Ms [redacted] require additional assistance with this matter, we encourage her to contact undersigned directly at the phone number noted below at her earliest convenience 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 have her PIN and security information available when she contacts us We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William S William SExecutive 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 we reached an agreement forhe billing issue, and I want to thank sprint for fixing the problemHowever, the buy out process is still isn't resolved Regards, [redacted]

May 5, 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 complaint filed by Ms [redacted] *** We appreciate the opportunity to address her account concerns According to the information provided, Ms [redacted] states that when she modified her service plan in August to an unlimited service plan, her employee discount was removed from her account As a result, she is requesting that Sprint apply the monthly discount We regret any possible misunderstanding that Ms [redacted] may have had regarding our Sprint Discount Program Our records reflect that on August 22, 2016, Ms [redacted] modified the service plan on her wireless account xxxxx [redacted] to reflect an unlimited service plan option Although her account is eligible for the discount; unfortunately, her service plan is not eligible for the Sprint Discount Program (SDP) because the plan is already deeply discounted Our records further reflect that on December 9, 2016, Ms [redacted] modified her service plan to reflect the GB High Speed Data Share plan Ms [redacted] has the option to change her service plan at any time, and the change will become effective at the start of her next billing cycle Although we were unable to identify a Sprint billing error, in an effort to reach an amicable resolution to this matter, and to achieve closure, we agreed to credit Ms***’s account $for the discount she would have received on her August through November invoicesMs [redacted] expressed her satisfaction with this resolution Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes We regret any inconvenience this matter may have caused If Ms [redacted] has any further concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, through Friday between a.mand p.m., Central Time Sincerely, Sean [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 [redacted] , and find that this resolution is satisfactory to meI have one issue that has been resolvedCurrently, waiting for the other issue to get resolved as wellI have not received the return kit for the phone yetSo I'm hoping sprint sent it to the correct address Regards, [redacted]