Sprint Corporation

July 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] V*** Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] V***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her monthly Sprint billing being higher than the amount quoted to her when she added two new lines of service to her account She also described unfavorable customer experiences during her attempts to address that matter Ms [redacted] requested that we honor the price quoted to her or allow her to terminate her Sprint services but be allowed to continue remitting payments toward her leased equipmentWe regret any misunderstanding that may have occurred regarding Ms***’s Sprint billingUnfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June and July and 2017, to discuss her reported concerns were unsuccessful We also sent a letter to her at her address of record on July 14, 2017, acknowledging our receipt of her inquiry and our need to speak with her directly to authenticate her account security information and obtain additional details that will aid in our investigation To date, we have not received any response from herAlthough we were unable to speak with Ms [redacted] directly, we reviewed our records and confirmed that, based on her chosen rate plan, equipment, and other account options, her monthly charges should total approximately $including applicable taxes and surcharges Because we were unable to identify any billing error associated with her account, it will be necessary for us to speak with Ms [redacted] directly in order to continue our investigation We appreciate Ms***’s taking time to provide details of her experience with our sales 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 will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience these issues may have caused Ms*** We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so As such, if these matters remain unresolved, she 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 TimeSincerely, 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 [redacted] , and find that this resolution is satisfactory to me However, in question is a credit alert dated March 10, Although Sprint has updated the account balance to zero, I did take a point hit to my credit report rating, which could have been avoided had Sprint corresponded in the first place Therefore, there is only an Experian alert, and I have received documentation from Equifax and TransUnion stating no alerts have been raised with them Sprint has a wonderful business opportunity in front of them should they fine-tune a few of their weaknesses And, I appreciated LaDonna [redacted] reaching out and communicating; she is an asset for this company Regards, [redacted]

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that his services were suspended in April and he was billed a $charge, which he is disputing As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance However, the call detail listed on the current invoice represents the calls that were made during the most recent billing cycle When Mr [redacted] ’s services were suspended in April 2017, he was billed a partial monthly service charge included on his May invoice On his June invoice, he was billed prorated monthly service charges in addition to the advanced monthly service charges On July 28, 2017, we contacted Mr [redacted] regarding his concerns Although the charges are valid, our records show on July 26, 2017, a courtesy credit in the amount of $was applied to his account for the disputed charges As a result of this credit, the account reflects a balance due of $for the charges included on the July invoice Mr [redacted] acknowledged that his concerns were previously resolved We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

April 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 March 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concerns regarding an outstanding balance due of $677.48, as reflected on the March 2, billing statementMs [redacted] further stated that although she remitted a payment, her account was assessed a reconnection fee and additional feesMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, Ms [redacted] contacted our Customer Care group on March 17, 2017, inquiring about her outstanding account balanceDuring the call, we advised Ms [redacted] that her services were interrupted due to nonpayment on January 20, 2017, and her account was restored on February 1, 2017, after a payment in the amount of $was applied to her accountHowever, the interruption of services led Ms [redacted] to be subjected to a $reconnect fee and prorated monthly recurring charges as indicated on her March 2, billing statement, since her account was restored in the middle of her billing cyclePlease note the outstanding balance is valid We spoke with Ms [redacted] on April 11, 2017, to relay the above information to her During that call, we discussed our findingsTo provide closure for this matter, we offered and Ms [redacted] accepted a one time adjustment of $to offset the charges reflected on her March 2, billing statement Ms [redacted] expressed her satisfaction with the resolution provided to her We appreciate Ms [redacted] taking the time to provide us with the 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 Ms [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes 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

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] R [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] -*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] -***’s complaint, she was offered a free screen protector from the local Sprint dealer due to her in-store wait time while switching her services to Sprint Ms [redacted] - [redacted] advised that she returned the equipment within Sprint’s Satisfaction Guarantee time period and has since received a refund for the returned devices However, Ms [redacted] - [redacted] states that she was inadvertently billed $for the free accessory and she has not yet received a refund for that item She also advised that she had an unfavorable customer service experience while attempting to resolve this matter We contacted Ms [redacted] - [redacted] to discuss her dispute in detail We explained that Sprint did not receive the accessory item proceeds as that transaction was processed separately by the local dealer; however, we offered to partner with them to determine the status of her refund After contacting the retail store directly, they were able confirm the charge and subsequently processed a $refund check, which was mailed to Mr [redacted] - [redacted] today We appreciate Ms [redacted] - [redacted] for taking time to provide details of her recent 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 and that Ms [redacted] -***’s input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] -*** If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

September 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] 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’ concern to our attention _In her inquiry, Ms [redacted] expressed her dissatisfaction that her tablet line of service ending [redacted] was not canceled upon her initial request to Sprint on July 11, 2016, and was not canceled immediately after she contacted Sprint via chat and a second phone call in August She also stated that she did not receive reimbursement for the $monthly recurring charge assessed in August as she was advised We are pleased to advise you that we spoke with Ms [redacted] on August 23, 2016, and resolved her billing and account status concern We explained that as stated in our Terms and Conditions of Services, Sprint advertises and provides services in monthly increments Therefore, upon receipt of a cancelation request, the service is set to expire on the last day of the current billing cycle We confirmed that an error occurred that caused Ms***’s line of service to remain active although it should have been canceled on August 10, 2016, the last day of her billing cycle We confirmed that Ms***’s line of service ending [redacted] was canceled effective August 20, As a result, prorated credits $will be reflected on her September invoice Additionally, we applied a credit totaling $to Ms***’s account on August 23, 2016, to offset the remaining monthly recurring charge that was assessed after her original request to cancel that line of service Ms [redacted] stated that she is satisfied with this resolution We regret any inconvenience that this matter may have caused If Ms [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

March 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that she terminated her Sprint services due to multiple resolved billing concerns and unfavorable customer experiences She requested that we provide a monetary refund We regret the circumstances that led to Ms [redacted] ’s terminating her Sprint services, as well as any delay in addressing any outstanding billing concerns Our records reflect that Ms [redacted] canceled her Sprint services on February 27, 2017, when she ported her mobile number from Sprint to another service provider Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on March 8, 10, and 15, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter to her at her billing address of record on March 13, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for further assistanceRegrettably, she has not yet responded to our invitations However, based on the nature of her inquiry, we will need to speak with her directly in order to obtain her account security information and additional details that will aid in our review We appreciate Ms [redacted] ’s taking time to provide 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 these matters may have caused If we can be of further assistance related to these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] L [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 accepted our Switch to Sprint promotion that included a percent off Competitor’s plan advertisement; however, he further states that his bill has since doubled As a result, he requested that the percent price plan be honored We attempted to contact Mr [redacted] by phone and email on May 30, and June 1, 2017; however, we were unsuccessful in reaching him We also sent a letter to the address on file to alert Mr [redacted] of our contact attempts, and our need to speak with him 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 account’s PIN or security question/answer is correctly 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 accountIn accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint We look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience Upon our initial review of this matter, we confirmed that Mr [redacted] was provided with a clear disclosure of his Monthly Recurring Charges and all other applicable fees and charges at the time he activated service with usFurthermore, we were able to locate signed copies of his electronic service agreements which include a description of the charges in questionBased on our review, we were unable to identify a Sprint error regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plan Our account records reflect that Mr [redacted] was contacted by one of our Customer Care representatives on May 25, 2017, and he his account concerns were fully addressed 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 ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided in the complaint, Ms [redacted] ported over to Sprint on February 18, She states that she was offered four iPhone devices at no cost with the return of her previous devicesMs [redacted] also she was billed $and would have this amount would be refundedMs [redacted] further stated her billing costs should be around $plus taxes and surcharges We spoke with Ms [redacted] on May 16, We explained that our iPhone On Us with Lease and Trade In promotion did not award due to a systematic issue on the back endWe have agreed to issue the adjustment of $to her account to offset an activation fee chargeWe also agreed to credit her account $to offset the equipment charges from the February, March, and April invoicesThese adjustments left a current of balance of $ -We further will adjust the account $each month to offset the costs of the leased equipmentWe have confirmed that she is currently on our Unlimited Freedom plan that will cost her $for her first line and $for her second line with her auto pay discount plus her taxes and surchargesThe other three lines are at a zero dollar costThis promotion will run through March 31, Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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 We regret any inconvenience that this matter may have causedIf we may be of further assistance 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 from a.mto p.m., Central Time Sincerely, Katherine D Executive Analyst

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

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to respond to a fraud report that she submitted to Sprint in December 2016, advising that the only response she has received was in January when she called to ask for an updateMs [redacted] requested that we resolve the fraudulent activity she identified on her Sprint account We regret any misunderstanding or delay that may have occurred regarding the review of Ms***’s fraudulent activity report We spoke with Ms [redacted] on June 16, 2017, and explained that representatives of our Fraud department concluded a review and confirmed that a third line of service was added to her existing Sprint account fraudulently We assured her that the disputed line was cancelled effective Feburary 20, and that the corresponding equipment charges totaling $were credited from her account accordingly We also reviewed Ms***’s current billing with her and confirmed that all of the charges now reflected on her account are validMs [redacted] state that our actions have resolved her concerns to her satisfaction We appreciate Ms [redacted] taking time to provide details of her experience with our Fraud departement We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of this issue If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Mon***, Tues***, Thurs [redacted] and Fri [redacted] between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will be contacting [redacted] this week to hopefully resolve the issue.Regards, [redacted]

December 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding her Sprint account established in the name [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the increase of her charges by approximately $after her service was canceled She also expressed her dissatisfaction with the level of customer service she received while attempting to resolve her concerns We are pleased to advise you that we spoke with Ms [redacted] and resolved her billing concern to her satisfaction Ms [redacted] states that she already returned her wireless device using a prepaid label that was given to her at her local retail store; however, we were unable to verify that her device was received by Sprint In an effort to resolve her concerns amicably, her device was marked as lost or stolen and credits totaling $were applied to her account to offset the Leased device purchase amount that was assessed on her account Ms [redacted] accepted this action as full resolution of her concerns We regret any inconvenience that this matter may have caused and Ms [redacted] ’s feedback regarding her experience will be used to improve our service If Ms [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 7, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr [redacted] is requesting that Sprint remove the service provider name that is branded in the upper left hand corner of the screen on his Sprint device Mr [redacted] further stated that he would like for the “Sprint” branded name to be replaced with his nameMr [redacted] is requesting that Sprint review this matter We spoke with Mr [redacted] on July 5, 2017, at that time we explained to Mr [redacted] that we are unable to modify the service provider’s name that is branded in the upper left hand corner of the screen We explained that the branding is done during the device manufacturing process and it specifies the intended service provider for the device We explained to Mr [redacted] that he may update his profile banners and/or profile pictures at his discretion, but we are unable to modify the service provider’s name Mr [redacted] expressed his understanding We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

July 7, 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 filed by Mr [redacted] We appreciate having the opportunity to address his account concerns In his inquiry, Mr [redacted] states that he is being overcharged by Sprint by $He is also disputing the reconnect fee that was assessed to his account after his service was recently suspendedAdditionally, he states that he has four devices which were purchased under a Buy One, Get One (BOGO) promotional offer and with his $service plan, his bill should average $monthly; however, his bills have been higherAs a result, he is requesting that Sprint provide a breakdown of his monthly charges We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’ Sprint billing and the terms of our referenced equipment promotion However, based on our review, we were unable to identify any billing error associated with his Sprint account Our records indicate that Mr [redacted] was assessed a $reconnect fee in December 2016, because his account was restored after a previous suspension Although the reconnect fee is valid and would normally be sustained, as a goodwill gesture, we applied a one-time credit of $to Mr [redacted] ’ account to offset this fee on June 13, During our conversat6ion with Mr [redacted] on July 6, 2017, we confirmed that his account is configured with the Simple Choice GB percent off service plan The Simple Choice GB percent off plan consists of unlimited talk, text and GB of data He also has four Lease AgreementsThe sum of his monthly charges total $before applicable discounts, taxes and surchargesOur records reflect that Mr [redacted] had subscribed to the same calling plan for more than six months, and we do not show any excess charges in relation to his service planWe reviewed his account and confirmed that he is also receiving the BOGO credits as promised The credits of $were applied to his account on July 6, 2017, and will be reflected on his July invoice Our records reflect Mr [redacted] has been receiving these monthly credits on the 6th of each month since August Please note the promotional credits will continue to be applied on the 6th of each month through the end of the device contract end dates Despite being unable to confirm that a Sprint billing error occurred, as a goodwill gesture, we applied a one-time credit of $to his account to offset a portion of the disputed charges incurred Mr [redacted] accepted our offer and understands the billing on his account moving forward We regret any inconvenience this matter may have causedIf Mr [redacted] has any further concerns, he 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

September 8, 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’ concerns to our attention In her filing, Ms [redacted] expressed her dissatisfaction with the length of time taken to receive her new handsets when she activated new Sprint services on July 2, Additionally, Ms [redacted] cited she was offered to activate services and have $Activation Fees waived Finally, Ms [redacted] expressed her dissatisfaction that she has yet to receive her Sprint monthly invoice We regret any misunderstanding that may have occurred at the time Ms [redacted] activated her Sprint account, which may have led to a delay in receiving the handsets ordered During our initial conversation with Ms [redacted] on July 7, 2016, we confirmed she received and activated the requested handsets Additionally, we confirmed that Ms [redacted] ’s Sprint account does not reflect any Activation Fees Although we were unable to identify any Sprint error, as a gesture of goodwill, we offered and Ms [redacted] accepted services credits totaling $ These credits were applied to her Sprint account on July 7, During our follow up conversation with Ms [redacted] on August 30, 2016, we confirmed that her billing preference established at the time of activating her Sprint account was electronic bill (e-bill); therefore, a printed invoice is not mailed If Ms [redacted] would like to change her billing preference, she may visit [redacted] to complete her request Based on our review, we believe that her billing issues have been addressed If I 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 Sunday through Wednesday, between 11:a.mand 9:p.m., Central Time Sincerely, [redacted] PExecutive Services Analyst lk/SP

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [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 attentionAccording to Mr***’s inquiry, he recently learned that one of his lines was incurring a $duplicated text messaging optionAs a result, he requested reimbursement of the option from the point of duplication in December We regret the circumstances that prompted Mr***’s complaintOur records indicate that we discovered the duplicated text messaging option and subsequently removed it from Mr***’s account on April 14, It appears that the option was an ato his former service plan and should have been expired when he switched to an all-inclusive plan in December As a result, we contacted Mr [redacted] on April 19, 2016, to advise that credits totaling $were applied to his account as reimbursement of the duplicated option from December through currentThis credit also includes reimbursement of applicable taxes and surchargesMr [redacted] expressed satisfaction with the actions taken We appreciate Mr [redacted] for taking time to provide details of his recent customer service experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We apologize for any inconvenience Mr [redacted] may have experienced as a result of this matterShould Mr [redacted] have any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Sprint Executive Analyst

December 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that at the point of sale on July 8, 2015, she was offered three accessory items for a one-time charge of $Recently, she contacted Customer Care and was advised that the accessories were on an installment billing payment plan and the equipment cost was over $She is requesting to cancel the installment billing for the accessories and is willing to return them to us 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 [redacted] 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 We spoke to Ms [redacted] on December 16, 2015, and in an effort to reach an amicable resolution, we offered to cancel the installment billing for the accessories, with return of the equipment with a waiver the cancellation/acceleration chargeShe accepted our offer and a prepaid return label was sent to her email addressThis offer is valid for a period of days from the date of this response We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our customer serviceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

September 30, Revdex.com Ward Pkwy, 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 for [redacted] ***This complaint was served to Sprint on September 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from our Customer Care group while attempting to address his equipment concernsMr [redacted] stated that on August 17, 2016, he upgraded phone number ending in [redacted] and purchased a Samsung Galaxy Note device via a two year Service AgreementAs such, he stated that Sprint advised him that his purchase was eligible to enroll in Sprint’s$Loyalty programHowever, his monthly invoices have not reflected the aforementioned monthly discountAs a result, Mr [redacted] is requesting that Sprint review this matter and enroll phone number [redacted] into Sprint’s $Loyalty program Sprint has reviewed Mr***’s complaintOur records reflect that on August 17, 2016, Mr [redacted] contacted Sprint’s Telesales department and upgraded phone number ending in [redacted] to a Samsung Galaxy Note deviceAs such, our records reflect that Mr [redacted] had the options to purchase the device via Sprint’s two year Service Agreement or Leasing programsPlease note that enrollment in Sprint’s $Loyalty program required that the aforementioned device be enrolled in our Lease program and on a qualified rate planFurthermore, our records reflect that Mr [redacted] was enrolled in a qualifying rate planHowever, Mr [redacted] opted to purchase the device via our two year Service Agreement vsLease programPlease be advised that cancellation of services prior to fulfilling the two-year Service Agreement will result in an Early Termination Fee chargeBased in the aforementioned information, Mr***’s equipment purchase did not qualify for enrollment in our $Loyalty programAs such, Sprint is unable to identify a sale’s error During a series of conversations with Mr [redacted] from September through of 2016, we have reiterated the aforementioned information to himAlthough no billing or sale errors were identified, in an effort to reach an amicable resolution regarding this matter, on September 29, 2016, we applied a one-time $adjustment to his account to offset a portion of his August through September invoicesMr [redacted] has expressed his satisfaction regarding the resolution of his concerns We regret any inconvenience this matter may have caused Mr***We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Mr***’s feedback If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] W [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] W [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to cancel her Sprint account, citing that she contacted Sprint in an attempt to cancel the account as she could no longer afford cell phone service due to health issues She noted that her online account is flagged for fraudulent activity and she no longer has access to view the account Ms [redacted] stated that she had the device for a year and would like to return it to SprintShe requests that a return kit be mailed 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 possible misunderstanding that may have occurred related to Ms [redacted] ’s referenced cancellation concerns On August 18, 2015, Ms [redacted] entered into a 22-month lease agreement on a Samsung Galaxy Sdevice on line ###-###-#### She canceled the line of service December 11, prior to the satisfaction of the terms of the lease agreement, and is subject to the terms of that agreement We contacted Ms [redacted] on December 22, 2016, and advised of the information outlined above, and as a courtesy, we agreed to waive the balance of the lease and the cancellation charges with the return of the undamaged device December 22, 2016, we emailed a postage-paid return label to Ms [redacted] to facilitate the return of the device December 29, we confirmed that the device was received in our warehouse and an adjustment of $was applied to her Sprint account to offset the remaining equipment and cancellation charges As a result of the adjustment applied, Ms [redacted] ’s Sprint account is closed and reflects a zero balance December 5, 2016, prior to the cancellation of Ms [redacted] ’s Sprint account, we recognized suspicious online activity In an effort to protect her account a fraud hold was placed on the account and Ms [redacted] was given instructions to contact our Fraud department and to visit a Sprint store with two forms of identification, which she did on December 23, Ms [redacted] confirmed that she was advised that the flag on her account would be removed On behalf of Sprint, I apologize for any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with 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 a.mand p.m., Central Time Sincerely, Twana [redacted] Executive Analyst