Sprint Corporation

Executive & Regulatory Services P.OBox Irving, TX February 5, [redacted] Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms ***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was unaware of the Account Spending Limit (ASL) and the associate fee when she established service with SprintShe has requested that the ASL and its fee be disassociated from her account Ms***’s account was activated with a $Account Spending Limit based on the results of the credit evaluation performed when she established service with usOur system will electronically monitor and may interrupt service when the account balance is not paid timelySprint assesses a $Spending Limit Program Charge to Spending Limit accountsSprint will waive the $Spending Limit Program Charge for affected customers who enroll in eBill and our recurring automatic payment programCustomers can enroll in eBill and setup recurring automatic payment via www.sprint.com/myaccount by logging on to their My Sprint account, or by contacting our Customer Care department by dialing *from their device to request that a recurring automatic payment enrollment form be sent to their address on recordWe spoke with Ms [redacted] on January 13, and explained the information provided above; however, she had already canceled her Sprint service We regret any frustration this matter may have causedIf we can be of further assistance regarding this matter, you can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence M Terrence M Executive Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a billing issue Ms [redacted] said when she started service with Sprint, she took advantage of the buy one get one free promotion She further stated that she confirmed with the retail representative that she can pay off her device early; however, she was not aware that when she paid her device off early, it will cancel out the free deviceTherefore, she was refunded back the payment for the deviceLastly Ms [redacted] states her service is currently suspended As a result, she is requesting that we restore her service and allow her to pay off her device early We regret any misunderstanding that may have occurred related to our recent BOGO promotion and Ms***’s referenced account creditOur records reflect that Ms [redacted] initially purchased her noted devices with 24-month installment billing purchase agreements to be satisfied on June 21, 2018, and as part of that BOGO offer, which allows participating customers the option of obtaining a device of select models and receiving a second device of the same model free when purchased with one of our billing installment purchase agreements, with other requirements and restrictions requiredTo remain qualified for the promotional offer, the equipment must be activated and remain active for the full length of the installment billing agreement term to allow the respective BOGO credit to systematically applyIn the event that a line participating in a BOGO offer terminates prior to the satisfaction of the installment term, the BOGO promotional credit will cease to award, and additional equipment charges may become applicableAdditional details related to our BOGO credit terms are available on our website at www.sprint.com/promotions During our discussion with Ms [redacted] on April 17, 2017, the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction but confirmed her understandingShe asked that we provide feedback to our store employeesWe also confirmed the service was not suspended We appreciate Ms [redacted] for taking the time to provide us with her experience with our Retail and 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 inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regarding the VANCO Credit Card Reader that does not work on the LG Phone that Sprint sold me, these facts remain. 1) The VANCO Credit Card Reader is a very compatible device, working on other cell phones that I have on my Sprint account, it is not some exotic device, but simply connects to the audio jack of a cell phone 2) Sprint represented to me when I bought the LG phone that it would do all functions that my previous phone did and would function as my other phones on my account, obviously it does not. 3) In addition to these facts the LG phone continues to have numerous other problems that make it difficult to operate, it locks up and on occasion simply reboots, the battery life is less than 4 hours, it takes more than 5 hours to recharge from zero battery. 4) Sprint SPAMS me continually with offers that are obnoxious and add to the inefficiency of the device 5) Many times the phone will not call out or answer until you forcefully shut down sprint applications, and if that is not successful to restore the LG phone to service, it must be powered off and restarted. 6) the LG phone is defective, Sprint has not ever responded kindly to requests for service, they only respond when complaints are made to the FTC and BBB 7) I requested arbitration from the Sprint representative but they refused to accept and my next step may be to join a "class action" against Sprint that is pending Feb 2017 for these same issues facing other Sprint customers. 8) Sprint representatives "mock you" when you describe the problem and send you to non existent Sprint Tech Support problem resolution destinations 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 in its response, Sprint has failed to (1) acknowledge the glaring billing errors it has committed, and (2) offer a suitable remedy for the errorsFurther, Sprint has made factually incorrect statements upon which it is basing its refusal to correct the improper billing practices it has imposed on my account for over a decadeFor these reasons, I reject Sprint's response and attach herein a reply that further explains these comments Regards, [redacted]

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] provided feedback with the level of customer service he received at his local third-party retail locationAdditionally, he stated that he upgraded to new devices on May 18, 2017, and was advised that his payment for the devices did not go through However, when he checked his bank account it indicated that the funds were being held As a result, he is requesting that Sprint review these matters and provide compensation Sprint has partnered with a number of third-party retailers to distribute our produces 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 resources materials for them to ensure accurate, up-to-date information is available to our existing and potential customers During our conversation with Mr [redacted] on June 12, 2017, our records reflect that the payment he made on May 18, 2017, was declined due to a system issueMr [redacted] confirmed that the hold on the funds was removed We appreciate Mr [redacted] taking the time to provide us with his feedback regarding his experience with our third-party retail location We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We advised Mr [redacted] that we value his business and in an effort to reach an amicable resolution, we offered to provide an account concession credit in the amount of $Mr [redacted] accepted our offer and confirmed that his issue is resolved We regret any inconvenience this issue may have caused Mr*** If I can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

January 25, 2017 Kansas City RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case # [redacted] , [redacted] L. [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] L. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr. [redacted] ’s stated that he ported out his services due to coverage issues. However, he stated that he was billed for a full month of service when he ported out his number, although he ported out on the first day of his billing cycle. He is requesting to only be billed for one day of service. As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Our records show that Sprint received a port out request on December 22, 2016, and at that time Mr. [redacted] account was automatically cancelled. Since this was his billing cycle date Mr. [redacted] s was not billed any additional monthly charges and his January 2017 bill shows a zero balance. Further, our records show that the balance reflected on his account was for his December 2016 bill which were for usage dates of November 22 through December 21, 2016. Although no credit is due, as a courtesy, because Mr. [redacted] was a tenured customer, Sprint credited his account balance. As a result, his account is closed and reflects a zero balance. Mr. [redacted] was satisfied with this resolution. We regret that we did not have the opportunity to investigate Mr. [redacted] ’s coverage concerns prior to him electing to cancel. If we can be of further assistance, Mr. [redacted] can contact our office toll free at ###-###-####. I am available Monday through Friday, from 7:30 a.m. to 4:30 p.m., Eastern Time. Sincerely, /m/ Mr. Monk Mr. Monk Executive Services Aanalyst

May 9, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] R [redacted] , submitted on April 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’ complaint, she states that she upgraded to the Samsung Galaxy S8+, and per the Sprint website, she could upgrade and pay $downMs [redacted] states that she paid $for the equipment and is requesting that the $be refunded to the card that she paid with We spoke with Ms [redacted] on April 26, 2017, regarding her disputeShe advised that this matter has been resolvedWe have reviewed the account in question and confirmed that a credit in the amount of $was applied to account XXXXX [redacted] on April 23, 2017, in regard to this matterFurthermore, an additional $will be credited to the next billing statementAs a result of this action, this matter has been fully addressed and resolvedWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst

June 9, 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, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with experiencing dropped calls in his home service area in Burbank, CaliforniaMr [redacted] stated that the device associated with phone line ending in [redacted] was returned to a local Sprint Retail Store locationIn addition, he expressed his dissatisfaction with delay in receiving an adjustment to offset the remaining Lease cancellation and Lease Device Purchase Amount charges associated with phone line ending in ***Mr [redacted] requested that Sprint review these matters and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’s complaintWe regret that the coverage in Mr [redacted] ’s service area is falling short of his 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 determined that our network serving the area near Mr [redacted] ’s billing address was operating within parameters during the time he stated that he experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless services 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 and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger According to our records, on July 7, 2015, Mr [redacted] activated a LG Gdevice associated with phone line ending in [redacted] via Sprint’s Leasing programFurthermore, on April 22, 2017, Mr [redacted] contacted our Customer Care group requesting to cancel account due to network issues In response to his request, Mr [redacted] was advised that his home service area is within Sprint’s “good” coverage; however, he continued to express his interest in cancelling his Sprint accountTherefore, on April 23, 2017, Mr [redacted] ported-out phone line ending in [redacted] to another wireless service provider; effectively cancelling his accountAs a result, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on his May 1, billing statement We spoke with Mr [redacted] on June 7, 2017, to discuss his concerns in detail and relayed the aforementioned information to himAs an effort to resolve this matter, we advised Mr [redacted] that on June 7, 2017, our Retail Store’s Management team confirmed that the device associated with phone line ending in [redacted] was returned to the retail store location, which was subsequently delivered to our Returns warehouse on April 24, Therefore, on June 8, 2017, we applied an adjustment of $to offset the disputed charges, leaving Mr [redacted] ’s account closed with zero balanceAccordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [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

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on January 10, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] stated that she received notifications from Sprint regarding collection efforts regarding a past due balanceAccording to the information provided, Ms [redacted] stated she cancelled her account in June and paid her balance owed at that timeShe further indicated that she was informed by a retail management member that her devices would be releasedMs [redacted] requested that Sprint review this matter, and provide her with an adjustment of any remaining charges for Sprint services 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records show that Ms [redacted] upgraded the two devices on her account in October and agreed to a two year agreement for each of those phone numbersIn exchange for those agreements she received subsidized pricingFurther, our records reflect that Sprint received a port out request in June for the two phone numbers on Ms [redacted] ’s accountAt that time her account was cancelled and automatically billed the Early Termination Fee associated to her two active agreements in accordance with our Cancellation Policy which can be viewed on www.sprint.com/termsandconditions We spoke with Ms [redacted] on January 23, to discuss her concern in detail and relay the aforementioned informationDuring our conversation, we explained that her Early Termination Fees in the amount of $were not the only fees comprising her account balanceDue to Ms [redacted] electing to port out her numbers ending in [redacted] and [redacted] to another wireless provider during her billing cycle, her account was billed for services used during the billing cycle of June 7, to July 6, We explained that prior to Ms [redacted] remitting her payment in the amount of $on June 9, at the Sprint Store, her account remained valid for unpaid service charges in the amount of $as reflected on her June billing statement In order to provide an amicable resolution and closure to this matter, Sprint agreed to offer a one time courtesy adjustment in the amount of $123.86, leaving Ms [redacted] ’s account closed with a zero balance as of January 23, Further, since her service agreements were not fulfilled, we respectfully decline her request to provide the Master Subsidy Lock for her deviceMs [redacted] confirmed she understood the information as we explained it and accepted our offer We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

March 31, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she was having an issue accessing the internet on her device She requested her coverage issue resolved or be let out of her service agreement 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 With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the sameBased on the service address provided; it was identified that her address is within Sprint coverage, and there is an upcoming scheduled network updateWe spoke with Ms [redacted] on March and 15, 2017; we sent information to our network team We advised her of the upcoming network updateIn an effort to bring about an amicable resolution, we offered her a courtesy credit of $per month for months, while waiting for the upcoming network update She accepted the credit, the first installment was applied immediately; another $credit will award on her next month’s bill We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst Tell us why here

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, shortly after switching to Sprint, she began experiencing coverage issues at her residence and in the general service area As a result, she reported the issues to the local store where her original purchase was completed and she indicates although she made the store manager aware of the service issue, he refused to accept the return of her device advising she is now outside of the Sprint Satisfaction Guarantee time period Ms [redacted] is requesting to return the equipment free of any early cancellation charges We contacted Ms [redacted] and reviewed her coverage concerns in detail We also referred her to a Sprint service and repair center to evaluate her device and update the settings Unfortunately, these actions did not resolve Ms [redacted] ’s service issue As a result, we mailed her a return kit to facilitate the return of her device Upon receipt of the returned device, we will adjust the accelerated equipment charges stemming from the cancellation of her existing lease agreement Ms [redacted] accepted responsibility for the service and usage charges incurred through the date of her cancellation and she expressed satisfaction with the actions taken We appreciate Ms [redacted] for taking time to provide details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

August 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX 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, Mr [redacted] is dissatisfied with Sprint’s service coverage in his area As a result, he is requesting that we cancel the account with a waiver of his lease cancellation chargesWe regret that Mr [redacted] experience with service in his local calling area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers As with the nature of the wireless industry, Sprint does not guarantee blanket coverageWe spoke with Mr [redacted] on July 19, 2016, and apologized for any inconvenience he may have experienced as a result of this issue Although we maintain that the lease agreements are valid, in an effort to bring about an amicable resolution, we agreed to waive the remaining balance on his five lease agreements associated to his account with the return of the associated undamaged devices to our retail store or our warehouse We provided Mr [redacted] the address of the closest corporate store in his area We will credit the lease accelerated charges upon receipt of the devices Mr [redacted] agreed to contact us once he has returned the devices This offer is valid for a period of days from the date of this response We appreciate Mr [redacted] taking the time to provide us with the details of his customer service experience We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he 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 [redacted] extension *** I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as no alternative due to incorrect information provided at the time of saleI thank the gentleman that reviewed my complaint for his time and thorough explanation Regards, [redacted]

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Parbattie [redacted] Sprint Account xxxxx [redacted] 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 According to the information received, Ms [redacted] stated that her service plan was changed without her authorization and is being billed higher than the amount she was paying previouslyAs a result, she is requesting that her rate plan be restored to the plan she was on previously and to receive a credit for the disputed amount billed 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Ms [redacted] ’s account and apologizes for her frustration regarding this matter We regret any miscommunication that may have occurred regarding the plan set up and pricing We spoke with Ms [redacted] on September 19, and addressed the issueWe have restored the previous 2GB plan on Ms [redacted] ’s account per her request and re-rated her current bill to $Additionally, we have offered to provide a monthly $credit to her account through her May billing statement for the charges in disputeAs of June 2018, Ms [redacted] ’s account will have completed her two year service agreement and any plan charges assessed at that time would be considered valid and dueMs [redacted] confirmed that this resolved her issue We regret any inconvenience this matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

October 4, 2017 RevDex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , Alexis [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: ... Sprint is in receipt of the above-referenced inquiry of Ms. Alexis [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] stated that she did not receive her prepaid card for the cancellation fee that she incurred after she ported her telephone number to Sprint. She expressed dissatisfaction that she received an invoice from her previous wireless provider, which reflects an outstanding balance for the cancellation fee that she incurred. She requested that we process a prepaid card for that fee. We regret any misunderstanding that may have occurred regarding Ms. [redacted] ’s Sprint billing and any delay in resolving the referenced matter. However, due to the nature of Ms. [redacted] ’s complaint, we would need to speak with her directly. We attempted to contact Ms. [redacted] via telephone and e-mail on several occasions to address his concerns. Unfortunately, our attempts to contact her on September 21, 2017, and on October 2 and 3, 2017, were unsuccessful. We also sent a letter to Ms. [redacted] at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review. We look forward to speaking with Ms. [redacted] and encourage her to contact us regarding any concerns she may continue to have. If we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Tiffany G. Executive Services Analyst

July 26, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case... [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] ***. We appreciate you bringing this matter to our attention. According to the information provided, Mr. [redacted] stated that in November 2014, he activated four devices via Sprint’s installment billing option. Subsequently, he found that three devices were activated via our Sprint Lease program and has been billed the month-to-month lease charge once the lease agreements were satisfied. At the end of the lease term, rather than trading-in his devices, Mr. [redacted] was charged the month-to-month lease fee of $25 per month for three lines. Mr. [redacted] is disputing the month-to-month lease charges and requested that we remove the device purchase charges. The Sprint Lease program gives qualified new and existing customers the flexibility to lease select Smartphones and tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease. During our conversation with Mr. ***, we advised that we have three signed lease agreements which stipulate that upon the satisfaction of the lease agreements, if he does not return the devices, he will be billed a month-to-month charge and if he chooses to keep the devices, he will be billed the Lease Device Purchase amount, which is separate from the monthly lease charge. Because the month-to-month charges are valid and have been paid, we must respectfully decline his request to refund those charges. However, as a one-time courtesy and in an effort to bring closure to this matter, we cancelled Mr. ***’s respective Lease Agreements and designated that the devices are paid in full. We regret any misunderstanding that may have occurred. If we may be of further assistance with this matter, Mr. [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C Executive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicated she believed she would be receiving new phones and service after she made a payment towards her closed Sprint account She indicated that after her payment, she was advised that a new credit check would be required to re-establish service As a result, she is requesting that we review the matter We reviewed Ms [redacted] ’s account and confirmed it was activated from December 2, 2016, through January 5, The billing cycle began on the 2nd of each month and ends on the 1st of each month She was sent a bill in December with a balance due of $due by December 25, She was sent a bill on January 5, 2017, for $due by January 25, We did not receive a payment for either invoice As a result, her balance incurred late fees and was sent to a collection agency on April 5, Sprint advertises and provides services in monthly increments If services are terminated before the end of a billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan When Ms [redacted] ported her phone number to another provider on January 5, 2017, it canceled her service We regret that this may not have been explained to Ms [redacted] ; however, this information is provided in our Terms and Conditions of Services During our conversation with Ms [redacted] on July 31, 2017, we explained her balance to her She visited a store to inquire about re-establishing service on July 21, She is required to pay off the account balance before establishing service In addition, because the account has been canceled for more than days, a new credit check is required Ms [redacted] made a payment of $during her store visit She indicated the store employee provided her with incorrect information about setting up service again and as a result, she is requesting a refund for the $ We must respectfully decline her refund request, as the balance due was for services rendered However, as a gesture of goodwill and not a result of a billing error, we offered to prorate Ms [redacted] ’s final service plan cost on the January 5, 2017, invoice Also, refund the credit balance Ms [redacted] declined and indicated she would continue to file complaints and dispute the payment with her bank for the full $ We appreciate Ms [redacted] taking time to provide details of her experience with the store We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes Should Ms [redacted] accept our offer to prorate the final bill, she can contact me at the number listed below The offer is good for days from this responseIf Ms [redacted] has any additional concerns regarding this matter, I can be reached 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 TimeSincerely, Ann HExecutive Services Analyst

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] submitted on April 18, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr [redacted] ’s concern According to the information provided, Mr [redacted] expressed his dissatisfaction with his [redacted] device malfunctioning as well as being required to pay a $service and repair fee while attempting to replace and/or repair his [redacted] device at the local Authorized Service and Repair Center locationMr [redacted] requested that Sprint review this matter and replace his device accordingly Sprint has reviewed Mr [redacted] ’s complaint Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Mr [redacted] on April 19, 2017, to address his equipment concerns At that time, we advised Mr [redacted] that since he does not subscribe to TEP, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Mr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty We spoke with Mr [redacted] again on May 1, 2017, and he confirmed that he contacted the manufacturer, [redacted] and they have agreed to send him a replacement device Mr [redacted] expressed his satisfaction with the resolution to his concern We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because I have provided sprint times that I am available to discusss this and they continue to call during times I have indicated I am not available, showing they have little desire to resolve my complaint and continuing their below average customer serviceI just received my most recent bill which is again incorrect and I am being over charged Regards, [redacted]

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