Sprint Corporation

March 16, 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 Mr [redacted] *** We appreciate the opportunity to address his concern According to the information provided, Mr [redacted] states he was subscribed to the Framily plan, but wanted to changed to the Seasonal Standby plan He stated his service plan was not changed to the Seasonal Standby plan, but to a Gigabyte plan instead He is requesting we review this matter We reviewed the account and confirmed Mr [redacted] requested the Seasonal Standby plan on September 14, 2016, by contacting customer serviceHis plan was not changed as he requested the plan for one year and this plan is available for six months at a time Instead, Mr***’s plan was changed to a Gigabyte plan for $per month We spoke with Mr [redacted] on March 15, We confirmed his line of service reflects zero usage from September to current As a gesture of goodwill, we rerated his last six months invoices to the $Seasonal Standby plan cost We applied a credit of $for the price difference In addition, effective March 28, 2017, Mr [redacted] has been changed to his prior Framily plan We consider this matter resolved We regret any inconvenience that Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

August 4, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 attention. According to Mr. ***’s inquiry, the service in his area greatly deteriorated over the past year. Believing that the issue may have stemmed from a malfunctioning device, Mr. [redacted] indicates that he upgraded his device and experienced no improvement with the service. As a result, he returned the device and ported his number to another carrier. Mr. [redacted] requests that Sprint waive the remaining balance due on his lease agreement leaving him owing nothing to Sprint for the service transition. We apologize for the circumstances that prompted Mr. [redacted] to cancel his service. Our records indicate that Mr. ***’s residence is located in a good coverage area; however, in August 2014, an Airave was previously provided at no charge to Mr. [redacted] to enhance indoor coverage at this location. Additionally, we were unable to investigate Mr. ***’s current service claims prior to his switching carriers as our records do not reflect any service reports to Sprint during the previous 12 months of service. Although the accelerated lease charges are valid because Mr. [redacted] canceled his account prior to the fulfillment of his lease agreement, as a gesture of goodwill, we applied credits to his account totaling $328.91 to offset the accelerated equipment charges stemming from the canceled lease agreement. As a result of these credits, Mr. ***’s account is now in final status with a zero balance. We appreciate Mr. [redacted] for taking the time to provide the details of his 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 will utilize this input to improve our training and processes. Should Mr. [redacted] need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Tuesday through Saturday from 7:30 a.m. to 3:30 p.m., Central Time. Sincerely, Cher L. Sprint Executive Analyst

September 12, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB 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. ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] states that there is an unauthorized number on the account, contracts were manipulated and put on a fictitious number, and contracts do not match the phone numbers on the account. Ms. [redacted] also states she has a Chat transcript that states what is owed for each line. Further, she reports they have switch carriers and are disputing the termination charges and the account balance. Upon our review of June 24, 2017, Chat transcript, we find that the following information was provided: line ending in [redacted] has 6 months remaining to pay off the phone and the remaining balance is $180, line ending in [redacted] has 10 months remaining to pay off the device and the amount is $305, line ending in [redacted] has 10 months remaining to pay off the device and the amount is $305, line ending in [redacted] has 16 months remaining to pay off the device and the amount is $566.66, no termination fee on line ending in ***. The Sprint Lease program is 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. 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. If the leased device is not returned upon cancelation of the Lease Agreement a Device Purchase amount will be assessed to the account. For further information regarding Sprint Leasing please visit www.sprint.com/lease. As resolution to Ms. ***’s concern, we offered to adjust the Device Purchase amount for each leased device contingent upon return of the leased devices. Ms. [redacted] advised that she surrendered all of the leased devices except for one to her new carrier. We sent a return kit for the device that she can return and will adjust the Device Purchase amount upon receipt. The Lease Cancelation charges as well as the Device Purchase amounts assessed to the account as well as the account balance are valid. We spoke with Ms. [redacted] on September 11, 2017, to follow-up and provide the above referenced information. Unfortunately, they are in Hurricane Irma impacted area and will not be available to review this concern for about a week. Therefore, we invite Ms. [redacted] to contact us regarding this concern at her convenience. We regret any frustration this matter may have caused. 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 through Friday between 8 a.m. and 4 p.m., Central Time. Sincerely, Jaime R.Executive Services Analyst

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] , [redacted] Sprint Account xxxxx [redacted] To whom it may concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms [redacted] stated that she is dissatisfied with the down payment required for a device lease agreement on her account Additionally, she stated that the account was billed a $fee for the device that was turned in as part of the upgrade process She is requesting clarification regarding the required down payment and that Sprint waive the disputed device charge as it was turned in at the point of sale In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information 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, 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 with Ms [redacted] on January 26, 2017, we confirmed that our records reflect that she authorized an end user on her account to enter into a Sprint Lease agreement and that he confirmed by a signature on file Further, all lease device information and charges are also present on the Customer Summary which was signed and was provided as part of the sales transaction As a result, we maintain that the down payment on the current device is a valid chargeAfter reviewing Ms***’s account, we confirmed that the previous device was turned in at the time of upgrade and have agreed to credit the $lease device purchase chargeMs [redacted] verified satisfaction with this resolution We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx*** Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention Based on the information provided in the inquiry, Ms [redacted] states that her Pre-Owned iPhone is not functioning correctly and she has been unable to receive assistance with addressing the issueAdditionally, Ms [redacted] indicates concerns regarding possible fraud activity associated with her account In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and 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 All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to purchase Pre-Owned devicesA Pre-Owned device from Sprint is a gently used, non-certified phone that has undergone functional testing and inspection to ensure it is in good working conditionPre-Owned devices are covered under Sprint’s Customer Satisfaction Guarantee 14-day return policyHowever, TEP and AppleCare+ are not available for purchase on a Pre-Owned deviceThese devices come standard with a day Limited Replacement Warranty only After review of Ms [redacted] ’s concern, we have verified that she is outside the day warranty period at this timeHowever, as a resolution to her issue, we have agreed to cancel the existing Installment Billing agreement for her Pre-Owned iPhone device and allow her to keep it with no further payment required Further, our Fraud Department has reviewed Ms [redacted] ’s account thoroughly and does not find there to be any fraudulent activityThe account has been released by Sprint’s Fraud department at this time and no further investigation has been found to be warranted based on the current account status and activity We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] states that she continued to be billed by Sprint after she requested the service on her wireless line ending [redacted] be cancelled in September As a result, she is requesting that Sprint cancel her secondary line ending [redacted] and review her last two billing statements Sprint’s records reflect that the service on Ms [redacted] ’s wireless line ending [redacted] was canceled on November 18, 2016, per Ms [redacted] ’s requestWe confirmed that Ms [redacted] did inquire about cancelling the service on her account on September 9, 2016; however, due to an administrative error; her account was not cancelled until November 18, To address this matter, Sprint applied credits totaling $to her account on November 18, 2016, to offset the disputed service charges incurred We also agreed to offset the lease installment billing and cancellation charges associated with wireless number ending [redacted] with the condition that she returns her device to us in good condition To facilitate the return of her equipment, we sent a return label to her home address After the equipment is received in our warehouse, we will apply a credit to her account to offset the applicable lease billing and cancellation charges Please be aware that the label is time sensitive; therefore, the equipment should be returned within days from the date that the return label is received The above-referenced account will remain in “escalated status” with our office until December 5, 2016, to allow sufficient time for the equipment to be received in our warehouse After December 5, 2016, the account will be released to our Customer Care department for general assistance Our records reflect that Ms [redacted] ’s service plan was modified on November 25, 2016, at her request Her account is currently on the 3GB Better Choice service plan that includes 3GB of data and unlimited talk and text messaging for $per month that bills an additional $access fee monthlyThe sum of these charges total $before applicable taxes, surcharges, and discounts With the applicable taxes, surcharges, and discounts, her bill should average around $per month Ms [redacted] has the option to change her service plan at any time If I can be of further assistance regarding this matter, 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 me thank you for your help in the matter Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: they never sent me a new phoneAll the phones they sent were preownedI finally go so mad I returned the phone (the 3rd broken one they sent me) and went to a different companyI regret switching over to sprint and would NEVER recomend this company to anyone!! Regards, Bill W***

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] , filed on behalf of the account holder, Mr [redacted] *** We appreciate your assistance in bringing his concerns to our attention In her inquiry, Ms [redacted] states that Sprint verbally authorized termination of her contract because service was not available in her area However, once she ended service, she states she was assessed an Early Termination Fee (ETF) of $She further states she spent hours at the Sprint store and with our Customer Care department and continues to have no service Therefore, she decided to change carriers As a result of this matter, she is requesting that the ETF be credited We regret that the coverage in Ms [redacted] ’s area is falling short of her expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers We spoke to Ms [redacted] , upon Mr***’s authorization, regarding her coverage and billing concerns She stated that she was advised to cancel her service and that there would be no ETF She further stated that she does not reside at the same service location as the account holderMs [redacted] expressed that she believes she had no choice but to cancel due to the service issues she encountered She further stated that she received credits for $and $towards the ETF and requests that the remaining balance of the ETF be credited Although the remaining ETF balance is valid, in an effort to come to an amicable resolution, and because our service is no longer meeting Ms [redacted] ’s wireless needs, we applied a one-time credit, as a goodwill gesture, to offset the remaining applicable ETF for phone line ending [redacted] in the amount of $ Accordingly, we believe this matter has been fully addressed and resolved We regret any inconvenience that Ms [redacted] may have experienced, and that this matter resulted in her decision to leave Sprint If I can be of further assistance, she can contact me toll-free at ###-###-####, extension *** I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

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 and resolve his account concernsMr [redacted] further expressed his dissatisfaction with the lack of coverage in the Henderson, NV service area Mr [redacted] stated that he is unable utilize service at his work locationFurthermore, Mr [redacted] expressed his dissatisfaction with the inability to establish a payment arrangement on his account Mr [redacted] requested that Sprint review this matter and adjust his account accordingly We appreciate Mr [redacted] taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customers Please be assured that we value your feedback and that your concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Mr [redacted] ’s complaint We regret that the coverage in Mr [redacted] ’s work location is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Mr [redacted] ’s work location is within Sprint’s coverage area Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 14-day Sprint Satisfaction Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage As a result, if customers change their service address, we cannot guarantee the availability of Sprint coverage Consequently, if the lack of coverage at the new service address causes customers to cancel their service, any cancellation charges are applicable With regard to Mr [redacted] ’s inability to establish a payment arrangement, please note that as stated in our Terms and Conditions of Services, payments are due upon receipt However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored According to our records, Mr [redacted] contacted Sprint on June 30, 2016, to establish a payment arrangement; however, his request was declined due to previous failed payment arrangementsIn an effort to amicably resolve this matter, a new payment arrangement of $was established on July 10, 2016, which is scheduled for July 14, We contacted Mr [redacted] on July 11, 2016, and relayed the aforementioned information to himTo amicably resolve this matter, we offered to apply a total credit of $to his accountThis credit is equal to 50% off his monthly service charges for six months of serviceMr [redacted] accepted the offer and expressed his satisfaction with the resolution providedWe apologize for any inconvenience this matter may have caused Mr [redacted]

February 1, Revdex.comWard Parkway, Suite 401Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] , and we appreciate the opportunity to address her concerns In her complaint, Ms [redacted] states on January 16, 2017, she contacted Sprint to set up a 14-day payment arrangement; however, she believes she was misinformed about the payment arrangement options available on her account As a result, she is requesting that Sprint allow her to set up a payment arrangementDuring our discussion with Ms [redacted] , we confirmed that on January 24, 2016, she set up a 14-day payment arrangement via her wireless device to have monies drafted from her debit card ending [redacted] on February 7, Ms [redacted] expressed her satisfaction with this resolution The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success Mr [redacted] ’s feedback is invaluable and our hope is that she will allow us the opportunity to rebuild her faith in Sprint If I can be of further assistance regarding this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Sean J.Executive Services Analyst

Tell us why hereFebruary 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***, an authorized user on MsDelta ***’s Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed our processing a payment from his bank account without his knowledge or consent and expressed his dissatisfaction with his unfavorable customer experiences during his unsuccessful attempts to address that matter He quested that we refund his payment and provide compensation for bank fees or damages caused by the unauthorized withdrawal of funds We regret any possible misunderstanding that may have occurred regarding Mr***’s disputed payment, which posted to Ms***’s Sprint account on January 11, Our records reflect that Ms [redacted] did not remit payment in full for her December invoiced balance As such, his past-due account balance was referred to our internal collections department in an effort to obtain those amounts dueA portion of that amount was satisfied with the disputed payment drafted from Mr***’s credit card on file, pursuant to our Terms and Conditions of Service, as we previously sent notice to customers advising that, if past-due balances are left unpaid, we reserve the option to charge that unpaid balance to a credit card previously used on that account Based on the information outlined above, we are unable to identify any error on the part of Sprint related to Mr***’s dispute However, our records reflect that his disputed $payment was returned to his bank account on January 23, During our conversation with Ms [redacted] on February 10, 2017, we explained the information detailed above As a demonstration of our commitment to excellence, we offered a $credit to her Sprint account to offset an amount equivalent to one overdraft fee and a portion of her monthly service charges She accepted our offer, and we credited her account as agreed We appreciate Mrand Ms***’s taking time to provide details of their experiences 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 will utilize this input to improve our training and processesWe regret any inconvenience these issues may have caused Mrand Ms*** If we can be of further assistance regarding these matters, they 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, Minnie SExecutive Services Analyst

I need someone to clarify the information that was told to meWhat Sprint told me doesn't make any senseI do not understand why they have basically charged me two months of service for one monthI think they're are trying to swindle more money than they are supposed toSprint tactics and rules need to be investigated

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account xxxxx***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] D [redacted] filed on behalf of the Sprint account holder, [redacted] -***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described an unfavorable customer experience, stating that her daughter visited their local Sprint retail location to activate a new line of service and that store changed the calling plan on her line in error We regret any misunderstanding that may have occurred related to Ms [redacted] -***’ Sprint billing, and any delay in addressing her reported concerns Our records reflect that on April 3, 2017, that Ms [redacted] - [redacted] activated a new line of service ending in *** At that time her plan was changed from the $Unlimited plan to the $Freedom unlimited plan for her line ending in [redacted] to share minutes between both lines of service However, on March 5, 2017, Ms [redacted] - [redacted] completed a Change of Ownership, and the line ending in [redacted] was moved from account xxxxx [redacted] to xxxxx*** We spoke with Ms [redacted] on May 15, 2017, who confirmed that her plan issue had been resolved after she added two additional lines to her account on May 9, 2017, and they are sharing minutes with the Freedom Unlimited plan Although, Ms [redacted] confirmed resolution of the change of her calling plan at this time, we applied credits totaling $to her account to offset the $cost difference incurred on the March and April bills Thereafter, her account now reflects a balance for $ We regret any inconvenience these matters may have causedIf we can be of further assistance related to these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

June 3, Revdex.com Ward Parkway, Suite Kansas City, MO Attention: [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused her In her inquiry, Ms [redacted] stated that she went to a store to upgrade her phone and was told about a free tablet promotionShe stated that she was under the impression that she would only pay taxes on the tablet and it would cost $a month to share the dataHowever, she advised that she had additional charges for the Easy Pay option on the tablet and a $access feeShe also indicted that she received her bill and the tablet line of service had additional charges We spoke with Ms [redacted] on June 3, 2015, To resolve this matter, we canceled the tablet line of service ending We also sent a return kit to Ms [redacted] to facilitate the return of the tablet, which she acceptedWe applied credit to her account to offset the service fees and Easy Pay cancellation charge for the tabletShe was satisfied with the resolution We appreciate Ms [redacted] taking the time to provide us with the details of her experience with the storeWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If you have any questions, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] H [redacted] H Executive Services Analyst

This is Sprint covering themselvesThey locked out my account and reset the pin due to fraudulent activityI was NEVER notified until I called to inquire about my phoneI am not happy with anything they will offer,unless its closing out my account in good standing-balanceThis is a million dollar corporation and they can't take a close because they messed up! But I stillhave to "obey" their terms! No I don't thonk so! M[redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she contacted our Customer Care department to cancel services because she does not believe her monthly service charge quote was honored However, she states her service remains active and is accruing charges As a result, she requests that her service be cancelled, and that the remaining balance be generated as soon as possible We spoke with Ms [redacted] , upon authorization from account holder, [redacted] , regarding her account billing concerns During our discussion with Ms [redacted] , she stated that she requested that the service be cancelled on or around March 31, 2017, and requested that the service be cancelled immediatelyUpon the account holder’s request; we cancelled the service on account xxxxx [redacted] on May 19, We also explained to Ms [redacted] that based on the selected plan on the account, the account billing is correct for the three phone lines with an estimated cost of $(excluding surcharges and taxes) In an effort to mutually resolve this matter, we offered to credit the valid cancellation fees and accelerated billing of the equipment with the return of her devices We also offered to credit the April and May monthly equipment charges once we confirm the return of the devices Additionally, the account was credited $for the late fees reflected on the April through June billing statements Ms [redacted] accepted our offer and handling of the matter As a result, Sprint also considers this matter fully addressed and resolved We appreciate Ms [redacted] for taking time to provide details of her experience regarding her account concerns We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If Ms [redacted] needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

August 31, 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] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to take advantage of our Buy One Get One (BOGO) promotional offer from Samsung for the Note 7, citing that our employee advised him to add another line of service to take advantage of the BOGO offer then cancelling that line of service once the device was moved to the number he wanted He stated that he wants us to rethink how offers are given and to allow [redacted] t Sprint customers the option to take advantage of future BOGO offers without having to activate a new line of service as this promotional offer requires We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide Please be assured that we value customer feedback and will utilize his input to improve our training and processes We further regret any possible misunderstanding that may have occurred related to the terms of our referenced promotional BOGO for the Samsung Note We contacted Mr [redacted] regarding his reported concerns on August 23, At that time, we invited him to review the full details of participating in our BOGO offer on our website Mr [redacted] declined our offer He then reiterated that he understands the BOGO promo details, but that he wanted to ensure that we were aware that our employees were promoting churn He reiterated once more that he simply wanted to bring awareness to the directions presented to him by our employees regarding his taking advantage of the referenced offer On behalf of Sprint, I apologize for any inconvenience this matter has caused Mr [redacted] , as well as any delay in our addressing his concerns If we can be of further assistance with this issue, he can contact me directly 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, Russell [redacted] **Executive Services Analyst

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX3334, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that his device is not functioning properly He states that the Sprint store is unable to offer a loaner device while his device is repaired and suggested he visit an Apple store for assistance Mr [redacted] would like for his device to be repaired as well as receive a loaner device instead of having to drive to the Apple store We spoke with Mr [redacted] on February 25, 2018, regarding his concerns We explained that our service and repair locations offer loaner devices; however, the location that he references provides sales only and does not service devices We regret that there is not a service and repair store that is closer Additionally we discussed that on a prior telephone conversation with Sprint, before filing with the Revdex.com (Revdex.com), he discussed jail breaking the Apple iPhone Sprint devices are preformatted to function only on the Sprint network In addition, Sprint devices must remain locked in this format to maintain the equipment warranty Devices that are unlocked by consumers void the manufacturer warranty As such Sprint would be unable to provide assistance in troubleshooting the device with respect to the manufacturer’s warranty The device can be examined at an Apple store location to determine if the device is able to be repaired Mr [redacted] confirmed that he will take the device to Apple to resolve his device concernsWe regret any inconvenience this matter may have caused If Mr [redacted] ’s requires additional assistance with the matter, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-844-282-8211, extension *** I am available Monday, Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M 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 The higher amount that I previously complained about was not with regard to the $I have since received a bill and it appears to be correctI would appreciate waiting yet another month for another bill to cycle through to verify that the amount is correct and remains so Regards, [redacted]