Sprint Corporation

September Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx*** 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 length of teim taken for us to unlock his Sprint-branded device for use on another domestic network He also described his unfavorable customer experience while attempting to address that concern We regret any possible misunderstanding that may have occurred regarding the unlocking of Mr [redacted] ’ noted device “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 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; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’ Apple iPhone SE device was eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on August 22, During our conversation with Mr [redacted] on August 29, 2017, we discussed the above-mentioned information Mr [redacted] acknowledged that information but advised that he was never notified of the unlock status of the device Although we were unable to identify any error on the part of Sprint related to Mr [redacted] ’ device concerns, we applied credits totaling $to his Sprint account to offset the Early Termination Fee assessed when he canceled his corresponding line of Sprint service, as a courtesy We also confirmed the return of other Sprint devices associated with his previous Sprint lines of service and that credits of $were applied to his account on September 9, 2017, to offset the Device Purchase Option charges associated with those devices that were assessed to his accountAs a result, Mr [redacted] ’ Sprint account is now in closed status with an adjusted final balance due of $ We appreciate Mr [redacted] ’ taking time to provide details of his experience with our Customer Care department 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 Mr [redacted] and the loss of his business If we can be of further assistance with these issues, he 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I talked to Stan and informed him that I will not consider this conflict resolved until I receive all monies requested to end this problemThey did not mention the check I received today from Sprint in the insulting amount of $for some unknown reasonThe check did not have a description of what it was forIf Sprint felt that the $check refund and the $"credit" posted to my account just so they could close it was all they felt obligated to fulfill, then they have a right to their opinionThis dispute is unresolved and will remain that way forever Regards, Patricia B***

January 12, Revdex.com Serving Greater Kansas City 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 of [redacted] submitted on December 14, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the ability to receive a credit for equipment that she turnto Sprint According to Ms [redacted] , she has turnher used equipment to Sprint in exchange for credit to her Sprint account Ms [redacted] further expressed her dissatisfaction with the inability to receive a Sprint Discount Program discountMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s account We spoke with Ms [redacted] on December 22, At that time, we confirmed that a total credit of $was applied to her account for the equipment that she has turnto Sprint Please note that in order to receive a Sprint Discount Program discount, customers must provide proof of eligibility, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Ms [redacted] not complete the validation process, she will not receive the discount At this time, as Ms [redacted] is not on a qualifying plan, she is currently ineligible to participate in the Sprint Discount Program Ms [redacted] expressed her understanding with the information and resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the 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 & Regulatory Service

Tell us why here...May 30, Revdex.com Serving Greater Kansas City 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 of [redacted] submitted on May 18, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she stated that she had an unfavorable customer service experience while attempting to address her account concernsAccording to Ms [redacted] , she cancelled her Sprint account due to being billed incorrectlyIn addition, Ms [redacted] stated upon reporting the device associated with phone number ending in [redacted] as lost/stolen, she was advised that the above-referenced phone number does not subscribe to TEPAs a result, she was unable to file an insurance claim with our program administrator, Asurion, as part of Sprint’s Total Equipment Protection (TEP) programTherefore, Ms [redacted] stated that she cancelled her Sprint accountMs [redacted] further stated that she was unaware of the additional four lines of service that were added to her accountMs [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on May 22, 2017, to address her equipment and account concernsDuring our conversation, Ms [redacted] stated that the device associated with phone line ending in [redacted] was lost/stolen and she was informed that the above phone line does not subscribe to TEPTherefore, she cancelled that line of serviceAt that time, we advised Ms [redacted] that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Furthermore, we attempted to review the disputed lines of service associated with phone numbers ending in ***, ***, [redacted] and ***We explained that the above mentioned phone numbers have been activate on the account since October 2015, July 2016, August and March 2017, respectivelyWe further explained that in addition to usage, our records reflect that we have signed Lease Agreements on file for each line of service, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of the aforementioned phone linesHowever, Ms [redacted] elected to disconnect the callAccordingly, we attempted to follwith Ms [redacted] on May and May of 2017, via phone to further review and discuss her account as well as negotiate an amicable resolution, without successShould Ms [redacted] like to further review this matter or provide additional information in regard to her complaint, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the 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 L Executive & Regulatory Service

June 30, 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 customer Care representatives during his attempts to resolve the charges on his cancelled account Mr [redacted] stated he cancelled his service with Sprint on December 14, 2016, and paid off the $remaining balance He further advised that he stopped using his device since June 2016, and he has documentation that the account was cancelled with zero balanceMr [redacted] advised that he continues to receive a bill has contacted our customer service department; however, this issue has not been resolved As a result, Mr [redacted] is requesting that we stop sending him bills and make sure his account is cancelled Our records reflect that Mr [redacted] established service with us on April 6, 2015, with one line of service, and leased devices under 24-month installment agreements Subsequently, our records reflect that Mr [redacted] contacted our customer care department on December 14, 2016, to pay the equipment accelerated balance $He also requested to cancel the account Due to an inadvertent error, the account was not cancelled until April 6, We also confirmed there has been no usage on the account since December Accordingly, we adjusted the $balance on the account We also contacted the outside collections agency and advised them to cease all further collection efforts on this account They, in turn, will request that the credit bureaus remove any negative reporting regarding this issue Please allow up to days for completion of this process During our conversation with Mr [redacted] on June 27, 2017, we explained the information outlined above Mr [redacted] thanked us for resolving his issue We appreciate Mr [redacted] for taking time to provide details of his 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 are happy that we were able to resolve Mr [redacted] ’s issueIf we can be of further assistance with this matter, Mr [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 28, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 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 rebuttal complaint of Ms. [redacted] . We appreciate your assistance in once again bringing our customers’ concerns to our attention. In Ms. [redacted] ’s inquiry, she expressed her dissatisfaction with the calling and data issues in her local calling area. Ms. [redacted] requests that we review and address this matter accordingly. We appreciate your bringing this issue to our attention. We spoke to Ms. [redacted] on July 28, 2017, regarding this matter, and advised her that our engineers are working on the impacted cell site tower in her local area. Further review of our records determined that she is using text, data, and calls; however, we have determined that some degradation in text, data, and calls has occurred. Therefore, in an attempt to resolve this matter to her satisfaction, we agreed to apply a one-time courtesy credit in the amount of $ $407.97. which is approximately the cost of the monthly service charges for the last two invoices. Ms. [redacted] accepted the offer and confirmed they are satisfied with our resolution. We regret any inconvenience this matter may have caused.. If we can be of further assistance with this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, through Friday from 7:30 a.m. 330 p.m., Central Time. Sincerely, Katherine D. Executive Services Analyst Tell us why here...

April 19, Revdex.com of Greater Kansas City 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he terminated his Sprint service within the promotional days satisfaction guarantee period He stated that the devices were returned and device charges refunded; however, he has not received a refund for $sales taxes he paid at the point of purchase Mr [redacted] requested the refund of the $ For a limited time, a new line of service activated as of March 25, had 30-days to try Sprint service without being liable for service and device chargesGuarantee covered reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when device is returned Mr [redacted] activated and later terminated service within the promotional days satisfaction guarantee period, therefore, a refund check has been issued and mailed to the address on file and he should receive it within 7-days We attempted to follwith Mr [redacted] on April 17, 2017, in order to relay the above information However, we have not received a response We regret any inconvenience this matter may have caused If Mr [redacted] has any additional questions regarding this matter, he can contact our office toll-free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:In Sprints response to my complaint, they are misrepresenting their original error in the first place of selling us an upgrade (before our original contract was up) so that we could save money on our monthly billThat is the ONLY reason we upgraded, to save money on our monthly billThe salesperson has known us for years, and was trying to get us a better deal with this happened to usRuining our lives, quite franklyAt best Sprint's business practices were deceptiveThe salesperson is on record stating that "Sprint never processed the paperwork properly" and that's why we were being billed at such a high rateAs for my bank rejecting a payment to them, I have no banking record showing their claimAfter paying more than $a month for phones, all the while trying to get Sprint to honor the plan we signed up for, when it became clear that they weren't going to honor their own promotion of $per line, we returned the phonesThey claim they didn't receive the phonesuntil February of this yearThe phones were returned in December The entire time the returned phones sat in a Sprint warehouse, waiting to be processed, my son was looking like a thief on his credit report, and getting threatening notices from SprintThe mental anguish that we have been put through as a family over this is astoundingThe time and effort we have put into solving this we can never get backThey had the power to fix this a long time ago with the original salesperson who sold us the plan at RadioshackIt wasn't until I opened a FTC complaint that they gave us the time of dayThey closed that complaint right in the middle of it, unbeknownst to us for no apparent reasonIt has taken this complaint to get thus farI really can't believe a business can get away with thisIt's wrong on so many levelsIt has really hurt us as consumersWe are not aloneThere have been several class action suits against Sprint and their shady business practicesWe will not give up until they have apologized for their mistake and then we will accept that and move onHaving us pay another penny towards their mistake is unthinkable.Thanks so much for your time thus farThere is no way we could have gotten this far without you!!!! Warm Regards, Carla H***and Henry H***

November 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – Rosemary B [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of MsRosemary B***, which is in response to our November 10, 2017, correspondence We welcome the opportunity to revisit our prior investigative findings In her supplemental inquiry, MsB [redacted] states that she understands the terms of service was in the brochure and on our website; however, she states that she was not informed of the terms or provided a copy of the brochure when she received her new devices MsB [redacted] further states that she received a phone call from our office and provided a copy of her AT&T bill and was waiting for some updated information She also states that she turned in three old phones, and was provided an account credit for two devices, but did not receive credit for the LG device Additionally, MsB [redacted] states that she received three $gift cards for the phones that she surrendered to Sprint; however, her AT&T bill is $1, She states that she is attempting to obtain a final bill copy from AT&TAnd last, she states that she was unware that she was required to register for the switching and cancellation fees until she spoke with our office In our previous response and previous discussion with MsB***, we requested that she forward her final invoice from her previous carrier so that we can address her Contract Buyout concerns We received an imported invoice from MsB [redacted] and advised that we needed the actual invoice or a copy of the original invoice she received from her previous carrier Our records reflect that she ported six lines of service to Sprint on September 17, 2017; however, only three devices were traded in at that time, making only those three lines eligible for the promotional offer MsB [redacted] confirmed that she recently received the postage paid return packages and mailed the other devices back to Sprint on October 30, Once the devices are received in our warehouse in good working order, we will process the Contract Buyout promotion for the eligible lines of service On November 2, 2017, MsB [redacted] emailed our office and stated that she is still attempting to locate her final and will forward that information for processing her promotional offer At that time, we requested that MsB [redacted] provide all pertinent information within days Additionally, regarding our Contract Buyout promotion, Sprint covers switching fees up to $via a Visa Prepaid Card (less tracredit provided) after online registration and new phone activation On November 15, 2017, MsB [redacted] sent our office a copy of her October invoice with her previous provider; however, the invoice does not reflect the actual cancellation charges she was assessed We responded to MsB [redacted] via email and informed her that based on our review, the invoice that reflects her cancellation charges appears to be reflected on her September invoice As a result, we requested that she provide a copy of her September invoice in order to move forward with processing any outstanding amount due to redeem our Contract Buyout promotion We regret any inconvenience this matter may have caused MsB*** If we can be of further assistance, we can be contacted by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday, through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea B 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 Regards, [redacted] ***

April 13, 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 April 2, 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 experience while attempting to address her billing concernsMs [redacted] further stated that she upgraded her device in December and she returned her iPhone Plus Gold 16GB device associated with phone number ending in [redacted] with the return kit provided and Sprint credited her account $in January However, she expressed her dissatisfaction with Sprint’s findings that the device was never received at our Returns warehouse and she needed to pay for the deviceFurthermore, Ms [redacted] stated that while the device was resolved and Sprint credited her, she remains dissatisfied that Sprint reversed a portion of the credit issued for the returned device as it was more than she was suppose to received and that the credit was reversedMs [redacted] requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] activated an iPhone Plus Gold 16GB device via Sprint’s Leasing program on February 7, 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 Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate a signed copy of her Lease Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her Lease Agreement or other monthly charges on Sprint’s part during the activation of her current plan After further review of our records, Sprint confirmed that Ms [redacted] participated in Sprint’s past promotional offer which allowed qualified customers with a 24-Month lease the option to participate in Sprint’s Early Upgrade with Giveback programBased on our review, Ms [redacted] initiated an early upgrade for equipment associated with phone number ending in [redacted] on December 12, 201, and elected to participate in Sprint's Giveback promotion rather than pay the remaining unbilled Lease charges per the terms of her respective Lease AgreementIn consideration of Ms [redacted] ’s traof her iPhone Plus Gold 16GB device a $credit was applied to her account on December 12, Please note that the tradevices once credited receive no further credits for the return of the deviceSubsequently, Sprint applied credits in the amount of $to Ms [redacted] ’s account for the returned iPhone Plus Gold 16GB device associated with phone number ending in ***However, Ms [redacted] received credits totaling $541.48, which resulted in $in credits more than she was suppose to receive for the return of the iPhone Plus Gold 16GB device We spoke with Ms [redacted] on April 10, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that we must respectfully deny her request for waiver of the amount over creditedSprint does not believe that a credit or waiver of the service agreement is warranted for this matter; while we sustain that no further credit is due for this matter, in effort to provide an amicable resolution and closure to this matter we offered a one time courtesy adjustment in the amount of $to offset late payment fees as reflected on Ms [redacted] ’s February and March billing statementsMs [redacted] did not confirm her acceptance of our offer as a satisfactory or mutually acceptable resolutionTherefore, if Ms [redacted] should wish to accept our proposed offer, we urge her to contact the undersigned directly at the phone number below within days of this response 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 regret 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

September 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to obtain his final invoice, citing that he no longer has access to our web site since he is no longer a Sprint customerAs a result, he requested that we mail his final invoice to his billing address We appreciate Mr***’ taking time to provide details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review Although our attempts to contact Mr [redacted] have been unsuccessful, based on the information in his inquiry, we mailed a copy of his August 27, 2016, invoice and updated his account to receive future paper invoicesTherefore, his September 27, 2016, invoice should be mailed on September 23, We also applied a credit of $to Mr***’ account to offset the surcharges that are reflected on his August 27, 2016, invoiceThat credit will be reflected on his September 27, 2016, invoiceHis account is now in canceled status with a zero balance, and no additional payment is due If we can be of further assistance regarding these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

November 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Liz [redacted] Sprint Account XXXXX2394, Elizabeth [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Liz [redacted] on behalf of the account holder, Elizabeth [redacted] submitted on November 2, 2017, regarding their unresolved account concernsWe regret the circumstances that led Ms [redacted] to contact your office again According to the information provided, Ms [redacted] expressed her dissatisfaction with our response dated November 2, 2017, regarding our Switch to Sprint promotional offerSpecifically, expressing her concerns with our request to provide us with the itemized invoice from her previous wireless provider Sprint has reviewed Ms***’s complaintAs stated in our response dated November 2, 2017, 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 at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing With regard to our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider After completing our review of Ms***’s complaint in tandem with Sprint’s records, we have confirmed that the above referenced account is ineligible to participate in our Switch to Sprint promotion due to not meeting the qualifying criteriaSpecifically, qualified participants in the Switch to Sprint promotional offer were required to register for the Contract Buyout through online registration of their final invoice from their previous provider We spoke with Ms [redacted] on behalf of the account holder, Elizabeth [redacted] October 18, 2017, to discuss their concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms [redacted] that we regret any misunderstanding regarding Sprint’s promotional offersIn order to provide an amicable resolution and closure to this matter Sprint agreed to make an exception to the expiration period related to registration for the Switch to Sprint promotion if Ms [redacted] would provide a copy of the itemized invoice from her previous wireless service provider indication the Early Termination Fees or device accelerated Installment Billing balances for the applicable phone numbers ending in ***, ***, and ***However, Ms [redacted] advised us that she previously had a very difficult time with retrieving the requested information from her previous wireless service provider and that it would be potentially impossible to obtain them againRegrettably, in order to proceed with respect to any possible exception in honoring the Switch to Sprint promotion we would require the itemized invoice from her previous wireless service provider We followwith Ms [redacted] on November 10, 2017, to discuss her concern in detail and reiterated the aforementioned informationDuring our conversation, Ms [redacted] confirmed her understanding with our position and that our decision remains unchanged but wished to advise she is still waiting on the requested itemized invoice from her previous wireless service providerWe explained to Ms [redacted] that she may contact the undersigned directly at the phone number noted below or via email with the itemized invoice for further assistanceMs [redacted] expressed acknowledged the information that was relayed to her and did not have any further concerns We regret any inconvenience this matter may have caused Liz and Elizabeth ***If we can be of further assistance, Liz or Elizabeth can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

April 14, Consumer Specialist Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on April 10, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s follow-filing expressed his dissatisfaction with the American Express (AMEX) device Non-Tufees being assessed to his account as reflected on the November billing statementMr [redacted] stated that he returned his previous wireless service provider’s devices to Sprint’s Returns warehouse in December Mr [redacted] further expressed his dissatisfaction with the reconnection fees being assessed to his account each time his services are reinstatedMr [redacted] requested that Sprint review these matters, allow him the ability to return his lease devices and cancel his account without further cost to himIn addition, adjust his account accordingly Sprint has reviewed Mr***’s complaintAs stated in our initial response, we spoke with Mr [redacted] on March 6, 2017, to discuss his concernsDuring that call, we advised Mr [redacted] that we would review his account concerns and follwith him accordinglyAccording to our records, on October 9, 2015, Mr [redacted] portphone lines ending in [redacted] and ***At that time, he activated devices via Sprint’s Leasing program and participated in Sprint’s Contract Buyout promotional offer We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records further indicate on August 9, 2016, Sprint mailed Mr [redacted] his American Express Reward Cards totaling $to his address on fileHowever, Mr [redacted] did not tuhis previous wireless service provider’s devices to Sprint’s Returns warehouseTherefore, Mr***’s account was assessed an American Express (AMEX) device Non-Tufee of $per line, associated with phone lines ending in [redacted] and ***, as reflected on the November billing statement During the November and the January billing cycles, Mr***’s account was suspended for nonpayment due the outstanding account balanceTherefore, Mr***’s account was assessed reconnection fees and late fees totaling $as reflected on each billing statement Upon Mr***’s follfiling, we spoke with him on April 12, 2017, and relayed the above information to him and advised that our records do not indicate that he turnhis previous wireless service provider’s devices to Sprint’s Returns warehouseAlthough we sustain that the disputed charges are valid, to satisfactorily resolve this matter, we offered Mr [redacted] an adjustment of $to offset one of the American Express (AMEX) device Non-Tufees as reflected on the November billing statementRegrettably, Mr [redacted] declined our offerShould Mr [redacted] reconsider our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***If Mr [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 at ###-###-#### ext., ***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Service Analyst

August 31, 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 of Ms [redacted] We appreciate your assistance in bringing our customer’s concerns to our ***ention In her inquiry, Ms [redacted] states since the beginning of service she has had billing issues She states when she calls about her account, she is informed that the billing is resolved; however, she states the billing continues to be incorrect As a result, she would like her account credited for the disputed monthly charges, and if this cannot be resolved, she would like an agreement that he can switch to another carrierPlease be advised that we spoke to Ms [redacted] on several occasions regarding her account billing concerns During our discussions with Ms [redacted] , she stated she was quoted $per month for two phone lines that included her service plan and equipment charges She also stated that the iPhone 6s was offered to her at no cost with the purchase of the iPhone and trade in of her old devices We advised Ms [redacted] that based on our records her estimated monthly cost of service is $ This rate includes the service plan and both the Lease and Installment Billing Agreements for her two phone linesAt that time, Ms [redacted] disagreed on the monthly cost of $ She further stated she did not agree to a Lease Agreement for the iPhone We advised Ms [redacted] that we will research this matter and follwith her Based on our investigative findings, we were able to locate a signed copy of her Lease Agreement for the iPhone device, which includes a description of the charge in questionAs a result, we determined that the Lease Agreement is valid As a result, at the end of the lease term, Ms [redacted] will have the option to purchase the device at the “end of lease” cost, continue leasing the device, or turn in the phone However, in our effort to amicably resolve this matter, we will apply a monthly service credit of $to offset the installment billing for the iPhone 6s device With the noted credit adjustment, Ms [redacted] ’s estimated monthly rate is now $107.09, excluding surcharges, taxes and fees This rate includes the monthly service charge and billing of the devices We attempted to follwith Ms [redacted] on August 31, 2017; however, we were unsuccessful in reaching herWe regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] requires any further assistance with this matter, I can be reached by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central TimeSincerely, Alethea B.Executive Services Analyst Tell us why here

November 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX3759, Nicole M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led MsM [redacted] to contact you once again In her original filing, MsM [redacted] stated that she purchased a device on July 5, 2017, and has been having problems with the phone She stated she visited a service and repair center store and was advised that it would cost up to $for them to diagnose the issue and repair the device She advised that we had sent her a replacement phone; however, it was sent to the wrong address We followed up with MsM [redacted] on November 20, 2017, and apologized for the delay in addressing this matter At that time, we placed another order for a replacement phone and advised that it may be a different color MsM [redacted] confirmed her understanding and accepted our resolution Based on the information received from MsM [redacted] , she states that she had an unfavorable customer experience while attempting to address her concernPlease be assured that this experience is not indicative of the level of service we expect from our employees The feedback MsM [redacted] provided will be forwarded to the appropriate management staff empowered to make changes in this area If I can be of further assistance, MsM [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 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have traded in brand new PAID OFF iPhones and we only switched to Sprint due to their promotion of Iphone on usDue to the switch we endured months of nightmare In summary I do not accept any fees or charges towards the phones Regards, Serkan S***

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] L [redacted] , submitted on May 25, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he states that he only wants to pay fair market value for his iPad Mini He states that she has had an unfavorable customer experience while attempting to address the fact that he is required to pay $before tax for the equipment, but the buyback value is only $Mr [redacted] is requesting to pay only the $30, which is the value of the tablet We spoke with Mr [redacted] on May 31, 2017, regarding his concernsWe explained to him that per the signed lease agreement on file, the purchase cost of the tablet at the end of the lease term is $before any fees or taxesWe further explained that is the cost that he would be responsible for to purchase the iPad Mini Mr [redacted] understood the information providedWe appreciate Mr [redacted] for taking the time to provide us with 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 will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

February 10, 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 inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s inquiry, he advises he was offered a buy one get one (BOGO) free on Apple iPhone devices at a retail store Mr [redacted] further advises that he accepted this offer; however, the BOGO credit is not reflected on his invoice, and he has been unable to resolve this matter after calling the retail store As a result, he is requesting that we honor the BOGO offer Our records reflect that Mr [redacted] upgraded with two Apple iPhone devices on December 21, 2016, and accepted two-month Installment Billing Agreement on each device We determined that the monthly BOGO credit is not awarding because the promotion is for a free Apple iPhone SE Although we were unable to identify a Sprint billing error, due to any possible misunderstanding, and in effort to bring closure to this matter, we removed one IBA from Mr***’s account As a result, only one IBA will bill to his account monthly for an Apple iPhone We also applied a $credit to his account to offset one of the IBA charges that is reflected on the January 22, 2017, invoice We regret any inconvenience this matter may have caused If further assistance is needed, Mr [redacted] can contact me 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

July 12, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his filing, Mr [redacted] disputed equipment lease cancellation charges assessed to his closed Sprint account, advising that he terminated services with us after moving to a location that offers no Sprint coverage Because Mr [redacted] advised that he was told by our representatives that those charges would be waived when he returned his leased devices to us, he requested that we remove the charges as promised We regret that our coverage in Mr [redacted] ’ new home area does not meet his wireless communication needs or expectations We determined that Mr [redacted] ’ current home address is located within our extended coverage area and that we do not provide network service in that areaOur records reflect that, on February 27, 2016, Mr [redacted] activated the devices for his lines of service ending in [redacted] and [redacted] and accepted 24-month term lease agreements for those devices and that, on September 16, 2016, he activated the device for his line of service ending in [redacted] and accepted a 24-month term installment billing purchase agreement for that device Because Mr [redacted] ported his mobile numbers ending in [redacted] and [redacted] from our network to another service provider on April 27, 2017, prior to fulfilling the contractual agreement terms for those devices, we accelerated the pay-off balances for the devices associated with those lines of service and assessed those charges, totaling $820, to his account, as reflected on his April billing statement Our records further reflect that the devices associated with his lines of service ending in [redacted] and [redacted] were returned to our warehouse on May 23, 2017, and that, as a result, credits totaling $were applied to his account at that time to offset the assessed equipment pay-off charges, as reflected on his May and June billing statementsWe also identified that Mr [redacted] ’ line of service ending in [redacted] was canceled on June 23, 2017, and that, as a result of that occurring prior to the satisfaction of his corresponding equipment finance agreement, we accelerated the device pay-off balance and assessed that amount, $405, to his account, as reflected on his June billing statement We have no record that the noted device was returned to us; therefore, no credit for that device is warrantedDuring our July 7, 2017, conversation with Mr [redacted] , we explained the information outlined above Although we were unable to identify any error on the part of Sprint related to his reported concerns, we offered to credit the equipment charges associated with his [redacted] line of service contingent upon his returning the device assigned to that line of service to us, undamaged by July 30, He accepted our offer, and we mailed prepaid shipping materials to him to facilitate the return of that device to us Mr [redacted] is aware that, upon our confirmation of our receipt and the condition of his returned device, we will apply the referenced credit as offered Mr [redacted] expressed his satisfaction with the resolution providedWe appreciate Mr [redacted] ’ taking time to provide details of his 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of these matters If we can be of further assistance with these issues, Mr [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 4:p.m., Eastern Time Sincerely, Catherine [redacted] Executive & Regulatory Services Analyst