Sprint Corporation

[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 was not satisfied with the solution but I chose a solution based on the choices that were presented to me [redacted] advised me that Sprint no longer had the recorded calls on file so they were unable to confirm what their employees advised me ofWhat communications company keeps their calls on file for days max? You can proceed to close the claim but I wanted to be sure that I voice the fact that [redacted] disrespectfully told me "we expect our customers to report this to us in a timely manner." I did voice this in a timely manner with mutiple visits and calls in December However, after realizing that no one satisfied my account, I filed a Revdex.com complaint while realizing I gave them more than enough time to help meThe credit should have been $to meet the original agreement of what I was givenThey also offered to take the IPad back and cancel the agreement after I expressed that this was a Christmas gift for my sonVery rude Regards, [redacted] ***

January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention Mr [redacted] ’s filing expresses concerns with his experience and expectations for Sprint service and his account specifically He indicates dissatisfaction with his billing and current account plan set up We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 Sprint has reviewed Mr [redacted] ’s account and notes that we are unable to substantiate any errorsMr [redacted] ’s rate plan as noted in his inquiry was our Family Unlimited Shared plan, which is priced at $for the first two lines of service and $for each additional line added to the planSprint has discussed the account billing with MrsAnna [redacted] , an authorized user on the account, and is confident that the billing has been addressed and communicated to the best of our abilityWe have offered, and she accepted, a promotional Unlimited Freedom plan which would lower their current monthly pricingThe price for Mr [redacted] ’s three lines of service on the posted plan is $This amount does not include any additional aservices or the cost of any associated device lease chargesWe have applied a one-time $credit to offset the equivalent of three months price difference between the two plans We regret any inconvenience these matters may have caused If I can be of further assistance with this matter, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

December 20, 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 inquiry We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he cancelled his service within Sprint’s day Satisfaction Guarantee period He stated that after six days he discovered that his bill was $higher than he was advised it would be at that point of sale and he was dissatisfied with the service He stated that he put a down payment on a device that was ordered however, when he received it, it was not the device he had requested In addition, he stated that when he turned in his devices at the point of sale, he was advised that they no longer had the devices that he had turned in from his previous carrier He stated that he has returned all the equipment and has still not received his old devices backHe is requesting a refund of all charges assessed to his account For a limited time, on any new line of service activated on/after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returns Customers can try Sprint service without being liable for service and device charges The Sprint 30-Day Satisfaction Guarantee covers 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 the device is returned Further there are no restocking fees Sprint notes that our 30-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process However, this may not reflect the policy of our third-party retailers In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on December 9, 13, and 14, 2016, advising him we received his inquiry and our need to speak with him directlyIn addition, a letter was sent to his billing address on December 14, Unfortunately, we have been unable to speak with him directly Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise Mr [redacted] to have his PIN and security information available when he contacts us We regret any inconvenience these matters may have caused and look forward to speaking with Mr*** If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon 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***

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

December 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Ms [redacted] on December 5, We are confident the issues outlined in the complaint have been addressed and resolved In the inquiry, Ms [redacted] indicated she canceled a line of service that was under a device lease purchase option She was assessed a $lease cancellation fee, which she paid but has been billed $because she did not return the device As a result, she is disputing the $fee We reviewed Ms [redacted] ’s account and phone number ending [redacted] purchased a device under the lease program on July 5, This phone number ported out on November 18, She was charged a $lease cancellation fee plus $in taxes and fees In addition, she was charged the $End of Lease (EOL) because the device was not returned to us At the end of the lease, the customer can purchase the device for the EOL fee or return the device to us This information is outlined in Ms [redacted] ’s lease agreement As a result, the EOL fee is valid In an effort to reach an amicable resolution for a valued customer, we ordered Ms [redacted] a prepaid envelope to facilitate the return of her leased device When the device is received in our warehouse, we will credit her EOL fee and the $lease cancellation fee We will refund the remaining credit balance We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, [redacted] HExecutive Services Analyst

We were told we would be shipped a new airwave device, they have shipped us a new airwave device already previously and it does power on but does not workThen we were shipped a new "booster cord" that was supposed to fix the problem but did notNow they since filing this complaint and speaking to us Tarrence said a new device would be shipped within 3-days that should fix the problemIt has been days and we still have not recieved the new device that is supposed to fix the problemWe still have no service and its been monthsWe called Tarrence today and he said he put the order in and should be hereHe then said he would call us right back and never called backIts more of the same with Sprint, poor coverage and poor customer serviceAt this point I am doubtful that even if they did actually ship us a new airwave device that it will actually work Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

November 30, 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 complaint of [redacted] submitted on November 21, We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the inability to receive the American Express Reward Card after participating in Sprint’s Contract Buyout promotional offer, and completed the required registration for the promotion Additionally, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matterTherefore, Ms [redacted] requested that Sprint review this matter and provide her with the American Express Reward Card Sprint has reviewed Ms***’s complaint We spoke with Ms [redacted] on November 22, 2016, to further discuss her concerns During our conversation, Ms [redacted] agreed to forward a copy of the final bill from her previous service providerWe advised Ms [redacted] that upon receipt of the requested documentation, we would investigate her concerns and follwith her accordingly Our records indicate that on August 28, 2016, Ms [redacted] established services with Sprint by activating phone line ending in [redacted] via Sprint’s two-year Service AgreementFurther research on the account shows on August 31, 2016, phone line ending in [redacted] portto Sprint and activated a device via Sprint’s Lease program Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceLease 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 We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon or AT&T 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 credit Additionally, the customer must tutheir old cellular provider’s device to Sprint Once approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeks Sprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device charges Additional 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 As per the documentation received from Ms***, we have determined that phone line ending in [redacted] did qualify for Contract Buyout Promotional offer for the amount of $ Further research on the account shows that an American Express Reward Card was processed on October 26, 2016, for the amount of $ To amicably resolve this matter, we have confirmed that an additional American Express Reward Card was processed on November 23, 2016, for the remaining amount of $ We ask that Ms [redacted] allow to business days to receive the American Express Reward Cards from date of approval Since our initial conversation, we followwith Ms [redacted] on November 29, 2016, and relayed the aforementioned information to her During that conversation, we offered to apply a partial adjustment of $to her account Ms [redacted] accepted our offer, expressed understanding of the policy and advised that she did not have any additional concerns at this timeShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, 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 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

January 13, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On January 8, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] ***According to the information provided, Ms [redacted] started to upgrade her device; however, she changed her mindMs [redacted] did not receive the upgraded device, and is disputing the $Early Termination Fee and $Activation Fee assessedWe appreciate your assistance in bringing Ms***’ concerns to our attention On January 12, 2016, we contacted Ms [redacted] to discuss her concerns in detailAt that time, we applied credits totaling $to offset the disputed Early Termination Fee, Activation Fee, and late fees assessedAs a result of these credits, the canceled account reflects a remaining balance of $Ms [redacted] expressed her satisfaction with this resolution We regret any inconvenience this matter may have caused Ms***If additional assistance is required, please 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 F Executive Services Analyst

January 31, 2017Revdex.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 Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described multiple unfavorable customer experiences during her attempts to address a billing concern, advising that we provided inconstant responses to her inquiries about her account balance due after an erroneous credit was applied to her Sprint account Ms [redacted] requested that we resolve the matter We regret any possible misunderstanding that may have occurred regarding Ms***’ account balance as related to her reported account credit issue Our records reflect that a credits of $and $were applied to her account to offset equipment lease-related charges on October 19, However, it was later identified that the second credit was inadvertently applied in error and was reversed on December 6, We were unable to identify any other billing error or anomaly associated with Ms***’ Sprint account During our conversation with Ms [redacted] on January 11, 2017, we provided the information detail above In addition, although her current billing and account balance is accurate and valid, we offered a credit of $to her account to offset a portion of her current balance due as a result of any miscommunication previously provided Ms [redacted] accepted that offer, and we applied the credit, which will be reflected on her next invoice, as agreed We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further reviewWe regret any inconvenience these issues may have caused Ms*** If we can be of further assistance with these issues, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Sunday through Thursday between p.mand 9:p.m., Central Time Sincerely, [redacted] VExecutive Services AnalystBV/ms

July 11, 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he contacted our Customer Care department about his May bill reflecting an increased charge, stating that his monthly bill is approximately $and his May bill was $He is requesting an explaining of the charges on his May 2017, invoice Our records reflect that Mr***’s charges on his May invoice totaled $ This includes a reconnect fee in the amount of $and a billing correction in the amount of $This made his May invoice higher than normal We spoke to Mr [redacted] on July 3, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered to credit the reconnect fee that was assessed to Mr***’s account and is reflected on his May 4, 2017, invoice He accepted our offer and credit in the amount of $was applied to his account He stated that he considers the issue resolved to his satisfaction We appreciate Mr***’s feedback regarding his interactions 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 his feedback and will utilize his input to improve our training and processes We regret any inconvenience this matter may have caused Mr*** If I can be of further assistance, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry 12222439, [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he has tried to obtain copies of his invoice as he was unable to view this information online As a result, he requested that we mail out the informationWe regret that Mr***’s bill reprint request was not processed successfully, as requested Per our account records, Mr***’s services were canceled on March 31, 2017, when he ported his line of service (xxx) xxx-from Sprint to another carrier This course of action canceled his online account access, as the account was no longer active in our billing system During our discussion with Mr [redacted] on June 28, 2017, we confirmed that the account was canceled and reflected a zero balance owed, after he remitted payment of $on June 22, Mr [redacted] advised our office that he had not received the invoice reprints as requested Therefore, we verified his current mailing address and mailed the March, April and May invoices to him We advised Mr [redacted] that he should receive these invoices within 7-business days via the U.SPostal serviceWe regret any inconvenience that this matter may have caused Mr [redacted] and the loss of his business If we can be of any further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Crystal [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MsCrystal [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicated she visited a service and repair location for assistance with replacing or repairing her device Ms [redacted] further advised that she had a poor customer service experience and she visited a different location where she was able to get the issue resolved As a result, she is requesting that we review this matter All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Our records reflect that Ms [redacted] subscribes to our TEP option on phone number ending *** If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $350, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep With the information in Ms [redacted] ’ account, we were able to identify the representative involved in her poor store experience Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback Ms [redacted] ’ provided has been forwarded to the appropriate management staff In addition, we confirmed her device issue is resolved If we may 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 between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] 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’ concerns to our attention According to the information provided, Ms [redacted] stated that she returned two devices purchased at a third-party retailer as they did not meet her expectationsShe stated that she has not received a refund for the purchase price paid at point of saleShe is requesting a refund for the devices returned Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding the Returns Policy and appreciate her feedback regarding this issue The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area Sprint is committed to providing world-class customer service, and we stand behind our commitment with a promotional 30-day Sprint Satisfaction Guarantee return policy for new lines of services, on all our equipment You can return and/or exchange your equipment at the point of sale within that time period for a full refund Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsPlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We spoke with Ms [redacted] on November 7, and advised her of the above information We verified with her that the $down payment made for the returned devices will need to be credited by the 3rd party national retailer where the purchase was made and return completedMs [redacted] verified that she understood thisFurther, we offered to facilitate the refund with the store in questionWe attempted to reach Ms [redacted] again on November and November 11, to determine additional necessary information, but have not received a response to our follow up inquiriesIf Ms [redacted] would like our assistance further, she will need to reach out to us directlyAlternately, we would request Ms [redacted] seek refund at the 3rd party location where the down payment was made We regret any inconvenience that these matters may have caused If I can be of further assistance, 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, [redacted] CExecutive Services Analyst

September 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] , Greerann L [redacted] S [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of MsGreerann S*** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, MsS [redacted] disputed the charges on her account that she believed were for the iPhone device that she paid off on August 4, She further stated that she has been unable to get the matter resolved upon contacting us and she is now receiving notices that a balance of $1,is due on her account She requested that we review her account, adjust the charges for the leased equipment that she paid off, and ensure that she is only being charged for the two iPhone devices that she is currently leasing We regret any misunderstanding that may have occurred regarding MsS***’s equipment Lease pay off and account charges During our conversation with MsS [redacted] on September 21, 2017, we explained that she was properly charged and successfully paid the outstanding balance for her Lease Agreement, [redacted] that was associated with her line of service ending 2803, as reflected on her August invoice Our records also confirmed that her line of service ending was canceled effective August 10, 2017, which subsequently canceled her Lease agreement, [redacted] , for her iPhone device that was purchased on that line on June 24, MsS [redacted] stated that she believed that lease would remain active with her line of service ending because that is the number with which the leased device is being used We agreed to work with her to accommodate her request to reactivate her Lease and associate it with her line of service ending Therefore, we agreed to follow up with her once her September invoice is available to ensure the accuracy of the appropriate charges and credits MsS [redacted] accepted this resolution We regret any inconvenience MsS [redacted] may have experienced as a result of these issues and her feedback regarding her experience will be used to improve our service If we can be of further assistance with these matters, MsS [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

April 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that in December 2016, she upgraded her device and was advised that her down payment would be $33.66, however; a payment for $was processedAs a result, Ms [redacted] is requesting that we refund the $down payment she made During our discussion with Ms [redacted] , we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that due to any possible misunderstanding that may have occurred and in effort to resolve her concerns we agreed to apply a credit of $to her account to offset the $down payment she made on December 29, Ms [redacted] accepted the offer and is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

December 27, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint We appreciate you bringing our customers’ concerns to our attention According to the information received, Mr [redacted] states that he was billed for Total Equipment Protection on lines ending in and since July He states that he requested to have this added service removed, however this has not been granted Additionally, Mr [redacted] has been billed $per month for the Account Spending Limit Fee he states was not disclosed at time of activation Furthermore, he states that he was impacted by Hurricane Irma, he has not received compensation for time without service nor received promised compensation for the billing and service issues Mr [redacted] is seeking account credits for the outlined issues Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his account Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Mr [redacted] Furthermore, Mr [redacted] ’s account was activated with a spending limit based on the results of the credit evaluation performed when he established service with us Our system will electronically monitor and may interrupt his service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s accountSprint has no higher priority than our customers Our Disaster Recovery Teams worked hard to restore service as quickly as possible in impacted areas Sprint proactively waived call, text and data overage fees through September 8, 2017, for customers that were impacted by Hurricane Harvey According to our records, a review was completed on the tower’s performance closest to Mr [redacted] ’s address on file and determined a proper estimate of service credit From review, the performance of the tower in his area has improved to expectations We spoke to Mr [redacted] on December 7, 2017, to address the aforementioned information Unfortunately, we discovered Mr [redacted] has ported out his numbers effectively canceling his account Mr [redacted] has updated his request to returning both the iPhone 7plus phones to have the purchase price and lease cancelation fees waived and to receive the contract buyout promotion gift cards he has not received since activation As a courtesy, we agreed to honor his request and facilitated sending Mr [redacted] a return kit for the phones to be sent back in good, working condition along with agreeing to review the switching fees incurred from his former carrier’s billing invoice and assessing the amount due in prepaid gift cards Mr [redacted] agreed to work with Sprint directly going forward and considers his complaint to be fully addressed We appreciate Mr [redacted] for taking time to provide details of his 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 We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

[A def**lt letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bure**: 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] **

We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she received a promotional offer to receive a $service credit if she signs up for Samsung Pay on her deviceShe signed up for Samsung Pay on her device and did not receive the service credit and was advised that she needed to register on lineHowever, she did not see the information on the promotional offer due to the print sizeShe is requesting to receive the $service credit for signing up for Samsung Pay on her device During our conversation with Ms [redacted] on March 2, 2016, we explained that customers who activate Samsung Pay on their Samsung device qualified to receive a $bill creditIn order to be eligible to receive the offer, the customer must activate the Samsung Pay app, register at least qualifying credit or debit card with the app and submit a claim form online at samsungpromotions.com/SamsungPay by December 21, at 11:59:p.mEastern Time, or by mail postmarked by February 1, Since Ms [redacted] did not submit the claim form online or by mail by the above mentioned due dates, the $service credit was not applied to her accountHowever, since we value her business we verified that she activated Samsung Pay on her device and registered at least one qualifying credit cardAs a result, we provided a bill credit in the amount of $The credit will reflect on her March invoiceMs [redacted] confirmed that her issue is resolved We regret any inconvenience that this matter may have causedIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * [redacted] * Executive Services Analyst

May 31, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 16, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with an unauthorized Sprint account being established in her name using her personal information, without her authorization or knowledge Ms [redacted] further expressed her dissatisfaction with the outstanding account balance being forwarded to an outside collections agency Ms [redacted] requested that Sprint review this matter, adjust the erroneous charges, and remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaintOur Fraud Management group has investigated this matter on May 24, 2017, and determined that the account in question was fraudulently established by an unknown third-party in Ms [redacted] ’s name Please note that our Fraud Management group applied the appropriate adjustments to negate the fraudulent charges, leaving the account closed with a zero balance In addition, a request will be submitted to the credit bureaus to have all negative reporting removed from this inquiry We ask that Ms [redacted] allow up to days for completion of this process Furthermore, our Fraud Management group mailed a settlement letter to Ms [redacted] ’s address provided in her complaint We communicated with Ms [redacted] via e-mail on May 26, 2017, and advised her that her concerns have been addressed and resolved by our Fraud Management groupWe regret any inconvenience this matter may have caused Ms [redacted] If I may be of further assistance, Ms [redacted] may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William [redacted] William [redacted] Executive & Regulatory Services