Sprint Corporation

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

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated that at the point of activation, he was offered the Buy-One-Get-One (BOGO) free promotion for one of his devices, but he has not received the credit systematically since he activated He stated that each month the charge for each device is reflected on his invoice with no corresponding credit As a result, he is requesting assistance with resolving this matter We regret any possible misunderstanding that may have occurred regarding this matter We communicated with Mr [redacted] regarding this matter on April 11, Based on a review of our records, we confirmed that Mr [redacted] was offered the BOGO promo; however, the credit did not systematically apply to his account Further review of our records determined that our retail management team updated Mr [redacted] ’s account effective February 8, 2017, with the applicable option, which should allow a $credit to apply to his account systematically each month Our records indicate that the March 30, 2017, invoice that generated after the above-referenced update reflects the applicable $credit We will also monitor the April 30, 2017, invoice for accuracy Additionally, we reviewed each invoice that generated from August 30, 2016, to March 20, 2017, and each invoice reflected two $installment charges for the devices on his account However, as a result of Mr [redacted] ’s dispute of the charge; there is a corresponding credit for each $charge; therefore, there are no credits due for the past billing of the disputed charge We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his equipment billing concerns Should there be any additional questions or concerns with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 22, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to her complaint, Ms [redacted] 's disagrees with the monthly lease agreement she signed Ms [redacted] stated that when she elected to activate service she as informed that there was no leasing program available for the Samsung device she elected and that the wording would be changed Ms [redacted] also stated that her Samsung Galaxy Sdevice associated with line ending *** became inoperable and she was experiencing problems with the software Therefore she took the device for service and repair and was informed at that time that she is leasing the device and does not own it Ms [redacted] also cited her dissatisfaction in getting the device replacedMs [redacted] stated that she was informed by our Account Services department that her device could not be repaired and was offered an iPhone replacement for $Ms [redacted] requested Sprint to review this matter and provide her with an amicable resolution Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges Furthermore, we were able to locate signed a copy her Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her equipment purchase during the activation of her account 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 Ms [redacted] subscribes to our TEP option on her noted line [redacted] of service 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 periodIf the problem with Ms [redacted] ’s 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 $250, 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 Our records reflect that on June 7, Ms [redacted] spoke to our Customer Care group requesting to cancel the line ending ***, because she thought that the line was under monthly installment instead of leasing During that call, Ms [redacted] also stated that the device is inoperable We offered options to file an Asurion claim or go to a service and repair center for further testing and to go to point of sale regarding monthly charges per month for the lease In addition, we offered to upgrade the device at a discounted cost, which Ms [redacted] agreedOn July 4, 2017, our sales management team confirmed that they spoke with Ms [redacted] and she agreed to the iPhone upgrade for line ending ***In addition, as an effort to amicably resolve this matter, Ms [redacted] was offered a courtesy adjustment to her account in the amount of $to resolve this matterThe adjustment will appear on Ms [redacted] ’s July invoice Accordingly Ms [redacted] accepted our resolution and had no further issues We appreciate Ms [redacted] taking the time to provide us with their experience with our Account Services and Customer Care groupsWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

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

December 9, Lynn [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX Case Dear Ms***: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe reviewed Ms [redacted] ’s complaintWe are confident her issue has been addressed and resolved to her satisfaction In her inquiry, Ms [redacted] states she received a notice from us indicating there was a billing issue resulting her in being underchargedThe notice indicated the billing would be corrected as of October 16, She indicated on December 4, 2015, her service was suspended and was told there was an issue with the credit card she had on file for automatic payments We reviewed Ms [redacted] ’s account and it shows her plan was changed in October As a result, she lost her $access credits for phone numbers ending 6057, and To correct this matter, we added the waiver discount back to the three lines of service and applied credit for the missing waiver on the November and December invoices Ms [redacted] has automatic payment set up using her credit cardWe processed a payment on November 20, 2015, for $We received a charge back from the bankAs a result, her account was temporarily suspended on December 4, 2015, due to the past due balance from the charge backMs [redacted] made a payment on our website on December 4, 2015, and her service was restored We regret any inconvenience that this matter may have causedIf we can be of further assistance, you can contact the Executive & Regulatory Services department toll free at ###-###-####, using extension/PIN I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive 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

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

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

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to unlock her Sprint-branded device for use on another service provider She requested that we unlock her device We appreciate Ms***’s taking time to provide details of her experience with our Customer Service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred regarding Ms***’s request Unlocking a device 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 your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a 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 unlocking may be found on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options; The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms***’s referenced Apple iPhone 6s device previously associated with telephone (xxx) xxx- [redacted] is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on December 5, During our December 8, 2016, discussion with Ms***, she confirmed that her request to unlock the above mentioned device concerns had been resolvedWe regret any inconvenience these matters may have caused If we can be of further assistance related to these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna JExecutive Services Analyst

May 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Mr [redacted] : On April 24, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] *** According to the information provided, Ms [redacted] states that her account was corrected last month; however, she continues to be billed for devices that she returned We appreciate your assistance in bringing Ms***’s concerns to our attention We appreciate Ms [redacted] taking the time to provide us with the 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 have been forwarded to the appropriate managerial staff for further review We regret any frustrations Ms [redacted] may have experienced while attempting to resolve her concerns On May 5, 2017, we contacted Ms [redacted] to discuss her concerns in detail At that time, we canceled the telephone line ending in [redacted] and canceled the lease and installment agreements associated with the devices on telephone lines ending in [redacted] and *** We also applied credits totaling $for the lease and installment billing charges assessed for these devices included on the July through January invoices As a result of these credits, the account reflects a credit balance of $ Additionally, we updated Ms***’s account to reflect a plan that includes 25GB of data that is shared between her three lines of service This plan has a monthly service charge of $for the data allowance and $Access Fees for each telephone line for unlimited talk and text We regret any inconvenience this matter may have caused Ms*** If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

December 28, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customer’s billing concerns to our attentions In the information provided, Mr [redacted] reports service issues in his coverage area caused his decision to cancel Sprint serviceHowever, when he attempted to cancel, he claims that he was told by several Customer Care representatives different information concerning an Early Termination FeeHe is requesting assistance from your office in resolving this matter Our records reflect that on March 11, 2014, Mr [redacted] upgraded his device for phone number xxx-xxx- [redacted] through our Easy Pay months financing program, and full payment would have occurred by February 20, An outstanding equipment balance of $remained which Mr [redacted] paid in full on December 5, 2015, along with his final payment of $for Sprint serviceOn December 7, 2015, the account was closed due the aforementioned phone number porting out to another wireless service provider We attempted to contact Mr [redacted] on December and December 18, 2015, regarding his inquiryMr [redacted] contacted us by e-mail on December 19, 2015, advising us that his issue was resolved to his satisfaction We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have causedIf you or Mr [redacted] has any questions regarding this matter, you or he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W 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 somewhat satisfactory to meHowever I was never given any disclosure about how any of their pricing plans were publicized on their website or brochures as not all are and pricing and plans change/ retire quite frequently which is part of the problemIt is so confusing to find the right plan and the customer should be able to rely on educated customer care representatives when helping them make informed decisions in changes their plans, especially when making any changes will include a prorated bill and the customer is required to pay a month in advanceI have to wait two weeks for my new plan to take effect to avoid this even though I was not accurately informed when changing my plan in the first place and this constitutes a huge inconvenience for me and my familyI didn't really have much of a choice but to accept the offer as since I have a contract I am at their mercyOverall I still feel like my needs aren't met but I'm tired of fightingI will just work towards finding a better company and plan for my family as soon as possible Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: after speaking with Latoya on Tuesday 11/I was supposed to receive a call back by Friday 12/the latest - to no avail (no correspondence via email, phone call etcas of yet)So today Friday 12/I reached out to Latoya who informed me that she received an email stating that the store manager tried to reach me (which is completely false)She then informed me that she will be sending ANOTHER email requesting that I receive a phone call today from the district managerSince our last communication this issue hasn't been resolved but late fees ($21.61) have been to my account for the past three months and seem to continue be addedThis whole process has been and continues to be a nightmare even with the executive office being involvedI'm to point of just wanting to switch wireless carriers but fear what this nightmare may do to my credit as well as acquiring any additional fees from Sprint Regards, Marsha G [redacted]

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that the Samsung Galaxy Note device she received from our equipment insurance provider as a replacement to her previous device model does not allow her to access the Internet while on a voice callAlthough she acknowledged that representatives of our Customer Care department explained that we currently do not offer that service on new devices and offered to apply a $credit to her account due to her inconvenience, she requested that we credit her account for the full amount of her device replacement deductible and apply monthly credits to her account until we provide that functionality We regret any misunderstanding that may have occurred regarding our network capability and customers’ ability to perform the requested simultaneous functions referenced by Ms [redacted] However, as we explained during our conversation with her on March 2, 2016, Sprint does not current offer devices with dual voice and data capabilities, nor do we advertise that we offer that serviceAs such, although Ms [redacted] ’s previous device may have included the ability to do so, that is not a service we supportAs such, we are unable to identify any error on the part of Sprint in this matter We also explained to Ms [redacted] that, while we regret that she may not have been advised of the functionality difference between her previous and current device models, the $deductible she paid to Asurion, our equipment insurance administrator, is unrelated to our network capabilities and, therefore, is valid pursuant to the terms of her Total Equipment Protection (TEP) coverageHowever, although we must respectfully decline her ongoing monthly credit request, we offered to apply credit to her account to offset an amount equivalent to the deductible as a demonstration of our commitment to excellence Ms [redacted] accepted our offer, and we applied the $credit to her account as agreed, leaving her account with a remaining balance due of $We also assured Ms [redacted] that we would forward her feedback regarding our network capabilities to the appropriate marketing and engineering teams for possible future changes We regret any inconvenience this issue may have caused Ms [redacted] and are pleased that we were able to address her concerns to her satisfactionIf we can be of further assistance regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst

June 23, 2017 Kansas City RevDex.com 8080 Ward Parkway Kansas City, MO 64114 [redacted] Re: BBB File [redacted] -Rebuttal, [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms. [redacted] ***, submitted on June 15, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms. ***’s contacting your agency once again. In her rebuttal, Ms. [redacted] expressed her dissatisfaction with information provided in our response to her initial filing regarding billing and the lack of network coverage in her area. Ms. [redacted] also described unfavorable customer experiences during her attempts to address those matters. We regret any possible misunderstanding that may have occurred regarding Ms. ***’s billing. However, we have been unable to identify any billing error associated with her Sprint account. We further regret that our network services may not have met with Ms. ***’s wireless communication needs and expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter identified that our network serving the area near Ms. ***’s billing address is located within our coverage footprint and that we have no indication of any recent outages or alarms that would cause the service issues she noted. As outlined in our Terms and Conditions of Service, which can be reviewed on our website at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. We spoke with Ms. [redacted] on May 19, 2017, to obtain further clarification of her reported concerns. During that call, she indicated that we can disregard the network portion of her filing because that matter was satisfactorily addressed and resolved. However, she reiterated her dispute of accelerated equipment charges of $161 assessed to her account after one of her mobile numbers was ported from our network to another wireless service provider, advising that the device associated with that line and charge was reactivated on another existing line of service on her account. We advised her that we would review this matter and follow up with her accordingly. Further research into Ms. ***’s disputed billing identified that the mobile number associated with the referenced charge was ported from our network to another wireless service provider on April 26, 2016, prior to the fulfillment of the corresponding equipment installment billing agreement and that, as a result, we accelerated the remaining equipment pay-off charges and assessed that amount, $161, pursuant to the terms of that agreement. However, on May 9, 2017, we applied a $161 credit to her account to offset that charge. That credit will be reflected on her June 2017 billing statement. That information was explained to Ms. [redacted] during our May 31, 2017, follow-up call with her. Upon receipt of Ms. ***’s rebuttal, we followed up with her again on June 22, 2017, to reiterate the information detailed above and to assure her that no further credit is due. At that time, due to additional information she provided related again to her previously-reported network issues, we advised Ms. [redacted] that we forwarded her information to an advanced network team to further investigate. We informed her that, upon our receipt of the findings of that review, we will contact her promptly to further discuss this matter and make any necessary updates. Ms. [redacted] acknowledged that our Network team has contacted her pertaining to this matter and that she is awaiting additional follow-up. We appreciate Ms. ***’s taking time to provide details of her experience with our Customer Care representatives 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 regret any inconvenience Ms. [redacted] may have experienced as a result of these matters. If we can be of further assistance with these issues prior to our scheduled follow up, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 4:30 p.m., Eastern Time. Sincerely, Catherine [redacted] Executive & Regulatory Services Analyst Tell us why here...

August 4, 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 rebuttal to our response to the complaint of Ms [redacted] regarding our prior response dated July 25, We regret the circumstances that led Ms [redacted] to contact your office again In Ms [redacted] follfilling, she expressed her dissatisfaction with the charges assessed to her account, upon the completion of a change of ownership Additionally, Ms [redacted] has stated that she encountered an unfavorable customer service experience while attempting to resolve her account concernsAs a result, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintAs stated in our prior response, we spoke with Ms [redacted] on July 7, 2017, to discuss the details of her complaint At that time, we advised her that we would review her account concerns and follwith her accordingly According to our records, Ms [redacted] established a Sprint account with phone line ending in [redacted] on May 19, During this sales transaction, she activated an iPhone device via Sprint’s Leasing program Please note 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 device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the devices 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 In addition, Ms [redacted] activated service on phone line ending in [redacted] by purchasing a Samsung Jdevice via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay 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 signed copies of her Lease and Installment Billing Agreements, 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 her current plan Sprint has confirmed that on June 10, 2017, Ms [redacted] ’s change of ownership request was successfully completed on her account for phone lines ending in ***, ***, and *** Our records further indicate Ms [redacted] activated phone number ending in ***, [redacted] and [redacted] with her existing Sprint devices Upon further review, on July 10, 2017, Ms [redacted] contacted our Customer Care group to request the cancellation of phone lines ending in ***, [redacted] and *** Therefore, on July 11, 2017, Sprint’s Customer Care group terminated the aforementioned lines per Ms [redacted] ’s requestIn addition, Sprint’s Customer Care group applied a monthly service credit of $per month to offset a portion of the monthly recurring charges until March 22, Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 10, 12, and of 2017, to relay the aforementioned information and resolution to her Unfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on July and of 2017, without success We spoke with Ms [redacted] on August 2, 2017, to discuss her concern in detail However, she was unable to discuss her complaint at that time Therefore, Ms [redacted] has agreed to contact the undersigned at her earliest convenience to further discuss and resolve her account concern We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

July 8, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Jerry [redacted] Sprint Account XXXXX Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of MrJerry [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] is disputing his final invoice with SprintHe indicates that he cancelled his account within the first days of activation Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee policy on all our productsAs long as it's within the first days of activation (day of the days start when the device is activated); postpaid customers may exchange their product for a different one, and or cancel their Sprint serviceWe require the return of the original product to the original point of saleA restocking fee of up to $for devices and $for tablets may apply Further, we advertise and provide services in monthly incrementsIf services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planWhen Mr [redacted] returned his devices to our Hanes Mall Sprint kiosk in Winston-Salem, North Carolina on May 28, 2015, to cancel his service; the account was set to expire on the last day of the billing cycle, June 18, Although service was not utilized through the end of the billing period, the full monthly service charge is validAdditional information regarding our Satisfaction Guarantee policy and proration of charges can be found on our website at www.sprint.com Sprint spoke with Mr [redacted] on July 7, 2015, regarding his disputeWhile the $billing of charges is valid; in an effort to reach an amicable resolution, we agreed to prorate days of service that was not utilized and advised Mr [redacted] that the outstanding balance has been revised to $as owed to close the account with a zero balanceMr [redacted] expressed his satisfaction with our resolution We further appreciate Mr***’s feedback regarding his experience at our Sprint kiosk in Hanes MallSprint would like to assure him that we are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback will be forwarded to the appropriate management team to improve our training and processes If you have any questions regarding this matter, please contact us at our Executive & Regulatory Services departmentWe can be reached toll-free at ###-###-####, or you may contact me direct at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] W Executive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] *** We appreciate the opportunity to address his account concerns According to the information provided, Mr [redacted] states that he cancelled three lines on his wireless account and returned the devices to Sprint; however, he further states that he has not received credit for all the return devicesAs a result, he is requesting that Sprint credit his account for the return devices We attempted to reach Mr [redacted] to discuss his concerns in detail on May 15, 23, 24, 25, and 2017, by phone and email, without success We also mailed a letter to his home address confirming receipt of him inquiry and alerting him of our need to speak with him Unfortunately, Mr [redacted] has not responded to us Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account, so that we can fully address and resolve the concerns brought to our attention via your office Upon initial review of this matter, we confirmed that Mr [redacted] returned his leased devices for wireless lines ending [redacted] and *** We also confirmed that credits were applied to his account to offset the disputed Lease Device Purchase charges incurred for both linesUnfortunately, our records do not reflect receipt of the leased device for wireless line ending ***; therefore, until we speak with Mr [redacted] and gain additional information from him regarding this matter, we must sustain the Lease Device Purchase charges for wireless line ending *** We regret any inconvenience that Mr [redacted] may have experienced as a result of this matter and look forward to speaking with him to address his concerns I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Sean JExecutive Services Analyst

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