Sprint Corporation

[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 meI would also like to thank the sprint agent that heard me out and attempted to fix the issue with meAlthough I have chosen to start researching other companies to switch services I appreciate the efforts to help me out Regards, Courtney ***

September 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] submitted on August 11, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to retrieve her final invoice to present to her new wireless service provider, which reflects equipment charges assessed to her accountMs [redacted] further expressed her dissatisfaction with her account subsequently being forwarded to an outside collection agencyMs [redacted] requested that Sprint review these matters and provide her with a copy of her final invoice Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on April 1, 2016, Ms [redacted] established service with Sprint by portiphone lines ending in [redacted] and [redacted] and activated iPhone 6s and Samsung Galaxy Sdevices via Sprint LeaseEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Our records further indicate, Ms [redacted] successfully ported-out phone numbers ending in [redacted] and [redacted] to another wireless service provider on June and June of 2016, which in turned cancelled her accountSince Ms [redacted] participated in Sprint’s Lease program, her account was assessed Lease cancellations charges due to cancelling services prior to completing the terms of the Lease AgreementsPresently, her account reflects an outstanding balance, which was subsequently forwarded to an outside collections agency on August 4, 2016, due to not satisfying the outstanding balance reflected on her account With regards to Ms [redacted] being unable to retrieve her final invoice, we have confirmed that Ms [redacted] ’s preferred method of communication was e-mailTherefore, upon the cancellation of her account, Ms [redacted] ’s final invoice should have been delivered to her via e-mail to the address on fileAdditionally, we were unable to substantiate that Ms [redacted] contacted Sprint and requested to have a copy of her final invoice mailed to her address on filePlease be advised that we are continually striving to improve the quality of service provided to our customersPlease note that Self-Service features are parts of our service strategy rebalanced so that customers have the easiest and safest resolution to their requestsSprint offers various ways for customer to handle concerns and manage their accountThose options include but are not limited to online chat, dialing *star options to utilize Sprint’s automated phone system, visiting www.sprint.com, by using their device to visit MySprint.com, or by visiting a local Sprint retail store In order to ensure that Ms [redacted] successfully obtains her final invoice from Sprint, we must speak with her directlyWe have made multiple attempts to reach Ms [redacted] regarding her concernsWe attempted to contact Ms [redacted] via phone and e-mail on August 11, September 6, and of Unfortunately, we have not received a return call from Ms [redacted] Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, 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 accountTherefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concerns We apologize for any inconvenience that this matter may have caused Ms [redacted] We appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

March 29, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] ***Sprint Account # XXXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March 15, We appreciate your assistance in bringing our customer’s concerns to our attentionMs***’s filing expressed her dissatisfaction with the charges reflected on her February billing statementMs [redacted] stated she was advised that the balance for her February billing statement was $ However, after remitting her $payment, she received a notice that her account was past due $ Ms [redacted] is requesting that Sprint review this matter and adjust her account accordingly We spoke with Ms [redacted] and explained that upon contacting Sprint to confirm her account balance, she was advised that the total balance at the time of her call was $ According to our records, Ms***’s February billing statement reflects a balance of $330.79, including a past due balance of $ Ms***’s March billing statement reflects a balance of $529.94, including a past due balance of $ We explained to Ms [redacted] that the balance reflected on her Sprint billing statement is accurate In an effort to resolve this matter, we applied a one-time courtesy credit of $to her account Ms [redacted] expressed her satisfaction with the resolution in this matter We apologize for any inconvenience this matter may have caused Ms*** If Ms [redacted] would like to further discuss this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera LTaheera L.Executive & Regulatory Service

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com [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 the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to replace her Samsung Galaxy Note device She requested that we ship her a replacement device immediately and apply a credit to her account We regret any inconvenience Ms [redacted] experienced with the replacement of her Samsung device Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority Sprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Notedevice and to ensure that options were in place for customers who purchased that model to exchange it to a different device model at Sprint retail store; however, we do not provide temporary equipment for customer use We contacted Ms [redacted] on September 26, 2016, and explained the information outlined above and previously communicated to affected customers Ms [redacted] advised that, although she understood her options, she did not want to accept a different model device in exchange for her chosen device model as a permanent resolution and reiterated her belief that we should provide a temporary device for her to use while she awaits her new replacement device We informed Ms [redacted] that we appreciate her feedback regarding this matter but that we must respectfully decline her request, as we do not have loaner devices to provide for issues of this nature We have confirmed that Ms [redacted] is currently on a master list awaiting a replacement device at her local Sprint store as soon as more stock becomes availableShe accepted the information provided and suggested that she will await notification from the store to visit the location for exchange On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms [redacted] , as well as any delay in bringing her reported concerns to resolution If we can be of further assistance with these issues, she 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, John CExecutive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] M [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention In the information provided by your agency, Mr [redacted] cited his dissatisfaction regarding the charges reflected on his account and the monthly invoices Mr [redacted] stated that he has been incorrectly charged, however, no details regarding the charges on his account were provided After completing a review of Mr [redacted] ’s Sprint account for services utilized between May and July 2017, we were unable to identify any billing errorsWe attempted to contact him via phone and e-mail on several occasions to explain the charges on his monthly billing statements, clarify any specific charges in his dispute and address any additional concerns he may have with the charges reflected on his account; unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his accountMr [redacted] should have his PIN and security information available when he contacts us We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [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

[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 Hopefully the replacement phone they sent doesn't have a software malfunction because it's another refurbished phone not a new one like they stated they were sending but as long as its working I'm fineI wanna thank everyone who has put any effort into helping me with this issue Regards, [redacted] ***

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account Inquiry Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her experience at her local Sprint authorized retail store We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service she received while attempting to initiate a business account She also expressed her dissatisfaction that her inquiry was flag for possible fraudulent activity We spoke with Ms [redacted] and resolved her concerns We apologized for any inconvenience that she may have experienced and advised her that her feedback will be used to improve our service We confirmed that no account was established in the name of her business name, Prosperity Therefore, we advised Ms [redacted] that she can provide us with documentation of her business and we will assist her with initiating her account Ms [redacted] expressed their satisfaction with this resolution If I may be of further assistance with this matter, Ms [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his subsequent inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service received from our third-party vendor, Asurion, citing that his attempts to speak with the previous representative who offered to replace his damaged Samsung Galaxy Note with a Certified Samsung Galaxy Edge at no cost were unsuccessfulHe further expressed dissatisfaction that the referenced offer was no honored, and he was required to pay a deductible in order to file a claim with Asurion We regret any inconvenience that may have caused Mr [redacted] to contact your agency againDuring our July 18, 2016, conversation with Mr [redacted] , we contacted Asurion on his behalf in an effort to replace his damaged deviceOur records reflect that Mr [redacted] ’s Certified Samsung Galaxy Note device was replaced on July 20, 2016, with the same model handset via AsurionAlthough the $deductible is valid, to demonstrate our commitment to excellence and due to Mr [redacted] ’s ongoing efforts to replace the device under his Total Equipment Protection plan prior to July 20, we applied a $credit to his account as a one-time exceptionThat credit will be reflected on his next invoice We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his recent experiences with AsurionPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We are pleased to inform you that Mr [redacted] accepted our resolution offerIf we can be of further assistance regarding these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

April 26, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ... submitted on April 17, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms. [redacted] expressed her dissatisfaction with an additional line of service and device being ordered on her Sprint account, without her authorization. Ms. [redacted] requested that Sprint review this matter, and provide her with cancellation of the additional lines of services and adjust the erroneous charges, as well as additional compensation due to the inconvenience she experienced as a result of this matter. Sprint has reviewed Ms. [redacted] ’s complaint. We spoke with Ms. [redacted] on April 20, 2017, and advised her that our Fraud Management group has investigated the dispute in question and confirmed fraudulent activity occurred on the account. As a result, the unauthorized line of service was terminated and all necessary adjustments have been applied to the account to negate the disputed charges as of April 14, 2017. In addition, our Fraud Management group deleted Ms. [redacted] ’s account on-line profile. During our conversation, Ms. [redacted] confirmed that her account concerns were resolved; however, she expressed her concerns with the length of time and the amount of effort she had to expend with regard to account management. Although, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to this matter, we offered a one time courtesy adjustment of 106.36 to offset the monthly recurring charges as reflected on the April 2017 billing statement. However, Ms. [redacted] did not confirm her acceptance of this offer. Should Ms. [redacted] wish to accept our proposed offer, we encourage her to contact the undersigned directly at the number below within 14 days of this letter to confirm her acceptance. 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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reson is received your complaint will be closed as Assumed Answered] I feel that I been with them over years & received a line for free & now there stating that it shouldn’t have been free there was a problem before .if they can please give me a copy of the first time I open my first line Complaint: [redacted] I am rejecting this response because: 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 understand the resolution that was madeHowever, I was not pleased with her attitude and her frustration implying that the mistake was my fault when clearly the fault was Sprint because through all of this no one has told me how the prom pen occurred in the first place so the most important thing to them is that they get their moneyThat's their resolutionALL I WANT TO KNOW IS HOW/WHY DID THE IPAD END UP ON MY SISTER'S ACCOUNT??? I want someone else to handle my case and not LaToya...MY POINT...BAD COUSTOMER SERVICE!!! Regards, [redacted]

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tom K [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to his rebuttal, MrK [redacted] stated that the $Subsidized Phone charge was not properly disclosed to him upon upgrading his handset via Apple’s websiteMrK [redacted] further stated that the investigation and information provided to him was not to his satisfactionTherefore, MrK [redacted] requested that Sprint review his supporting documentation and waive the $Subsidized Phone charge associated with phone number ending in As stated in our prior response, upon upgrading his device MrK [redacted] was provided with a clear disclosure of his monthly recurring charges, and all other applicable monthly charges including the Subsidized Phone Charge in questionFurthermore, we were able to locate the contract confirmation letter that was mailed to him October which includes the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his monthly charges on Sprint’s part during his device upgrade Please be advised that the price plan MrK [redacted] selected stipulates that customers who elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planFurthermore, customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee, as indicated in the information provided by MrK [redacted] in his complaintAdditional details regarding our price plans and the associated Subsidized Phone Charges are available on our website, www.sprint.com/plansBased on a review of MrK [redacted] ’s complaint and account records, Sprint was unable to identify any billing related errors We spoke with MrK [redacted] , on November 21, and relayed the aforementioned information to himAt that time, MrK [redacted] confirmed his understanding of the information that was relayed to him On December 20, 2017, we spoke with MrK [redacted] and confirmed the information that was relayed to him on November 21, Additionally, we advised MrK [redacted] that his supporting documentation noted as Sprint $FAQ, validated our position regarding the terms of his Unlimited Freedom price plan and the $Subsidized Phone chargeWe further confirmed that he has been enrolled in the Unlimited Freedom price plan since September We appreciate MrK [redacted] ’s feedback regarding this matterAlthough he may disagree with our position, we are confident that his concerns have been resolved to the best of our abilityAll further inquiries will be met with the same response We regret any inconvenience this matter may have caused MrK [redacted] If we can be of further assistance with this issue, MrK [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

August 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that in July 2017, when she upgraded her device to an iPhone she was offered a $Visa Reward Card She stated that although she completed the upgrade process she has not been provided the $Visa Reward Card As a result, Ms [redacted] is requesting that we honor the promotional offer she received at the point of sale In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingAs stated in our target $off iPhone upgrade promotion, targeted eligible customers can upgrade to the new iPhone 32GB and save $ All iPhone and Plus memory configurations are eligible, however customer will receive a max credit of $regardless of memory configuration leasedThis offer is not combinable with any other device credit offers or with other iPhone offersThis offer was not eligible with iPhone RED devicesFurther, as stated in the promotional offer, credits will awarded within bill cyclesDuring our conversation with Ms***, we advised her that we confirmed that she meets all the criteria for the above promotion While we regret any misunderstanding that may have occurred in how the promotion would award, in an effort to resolve her concern we offered to apply a one-time $goodwill credit to her account in lieu of the $Visa Reward Card Ms [redacted] accepted the offer and is satisfied with the resolutionWe appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group 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, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T

[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.In accepting the response I am presuming that this is actually, in fact, removed from my credit reportI was told that I need to dispute this directly with the credit bureau and with the collections agency in order to complete this Regards, Jasmine S***

December 29, 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 of Mr [redacted] regarding account XXXXX***, established in the name of his wife, Ms [redacted] *** We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with learning that he must pay an additional $per device or return the devices to Sprint to avoid future lease charges after paying monthly installments for his two iPhone Plus devices He cited that he was not aware and never would have agreed to the devices being leasedHe also expressed his dissatisfaction with the level of customer service he received Therefore, he is requesting to have all future charges for that equipment removed because he already paid the monthly installments We spoke with Mr***, and reached a mutual resolution for his concerns We reviewed the account and confirmed that the equipment purchase agreements that were set up for his and his wife’s devices were lease agreements at a reduced rate of $per month for months with the return of the device at the end of the lease or payment of $for each device that they elected to keep We also confirmed that each invoice indicated that the $charges were for the lease of each device As a result, the $end of lease purchase amount is valid if their lease agreements are ended and the devices are not returned as stated on their lease agreements However, in appreciation of their loyal years of service, we agreed to waive one-half of each of their $purchase charges and both $monthly lease charges plus taxes of $each reflected on the December invoice for the 25th monthly installment of each lease agreement Mr [redacted] accepted this resolution We advised Mr [redacted] that we regret any inconvenience that this matter may have caused If I may be of further assistance with this matter, Mr [redacted] can reach me by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: My account showed that I was owed $644.37, but I'm now being told that I don't get that full amountEven if it is a "Goodwill" credit, why would I not receive itWhen I spoke to Susan a couple weeks ago, she told me she would have the store reach out to settle up the last amounts and I have not heard anything from either, sinceHow can I have a credit if it's not all refundable? What happens to the rest of the credit? As for the accessories that we did not return, the representative at the store told us not toWe are still short $of what we are owedI'm not quite sure what that amount covers, but we were told by Susan that it was most likely the activation fees which the representative at the store told us we would receive back due to the "confusion" (more like out right lie) which was the reason we switched in the first placeWe will not be satisfied until we receive the entire credit that our account is showing that we are owed Regards, [redacted]

December 6, 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*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our allowing someone other than herself to add a line of service to her Sprint account, citing that she has requested on multiple occasions that we restrict account access to only herShe also expressed her dissatisfaction with the level of customer service provided by our representatives during her recent attempts to terminate another line of service on her account and with her monthly charges being higher than quoted to her, We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her input to improve our Customer Care training and processes We regret any possible misunderstanding that may have occurred regarding access to Ms***’ Sprint accountSprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that accountSpecifically, 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 accountOur records reflect that on July 26, 2016, a device activation occurred through our online service for mobile number ending ***Review our records do not reflect that the device associated with the referenced line of service was purchased through Sprint’s telesales, retail location, or website, www.sprint.comFurther, the activation of the device did not impact the 2-year contract agreement that was to be satisfied on November 11, The person that accessed Ms***’ account online, had access to her username and password to be able to update the device associated with the referenced line of service We further regret any delay that may have occurred related to Ms***’ referenced service cancellation requestHowever, Sprint advertises and provides 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 a customer’s rate planAs such, when Ms [redacted] contacted our Customer Care department on November 11, 2016, to cancel one of her lines of service, we processed the cancellation to occur on the last day of her then-current billing cycle, December 8, Additional information related to our service cancellation protocol is provided in our Terms and Conditions of Services which can be reviewed on our website at www.sprint.com During our November 29, 2016, conversation with Ms***, we explained the information outlined aboveWe also informed Ms [redacted] that, at her request, we updated our records to reflect that any attempt to access her account must be authenticated directly by Ms [redacted] before taking any actionAlso at her request, we canceled her above-noted line of service effective immediately; however, we reiterated with her that no service credit for that line is warranted We also discussed Ms***’ billing and verified that her account charges are accurate based on her chosen rate plan and equipment options, and we confirmed with her what her monthly total billing for her four lines of service should beMs [redacted] expressed her satisfaction with our resolution and action taken on her account We regret any frustration these matters may have caused but are pleased that we were able to resolve Ms***’ reported concerns satisfactorilyIf we can be of further assistance related to these issues, Ms [redacted] can contact me directly by calling our department toll-free at ###-###-####, ext***I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, [redacted] W Executive Services Analyst

January 13, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] , Rebuttal Sprint Account [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] disputed information provided in our December 30, 2016, response to her initial filing, and again requested that her previous promotional rate plan be reinstated to her Sprint account She advised that she was told on multiple occasions that the plan would not require changing when she recently upgraded her device As is reflected in our previous response to Ms [redacted] ’s inquiry and request, we regret any misunderstanding that may have occurred regarding her rate plan as related to her equipment upgrade However, Ms [redacted] ’s previous rate plan was retired in May and was replaced with our current SERO Unlimited Plan for $per month Customers whose services were active on the expired plan were allowed to keep it after it was retired; however, certain changes to their accounts or services, including the device upgrade that Ms [redacted] completed, required a rate plan change In addition, because Ms [redacted] acquired her new, upgraded device from a source outside the group who manages promotional rate plans such as hers, her equipment upgrade was completed by representatives who did not have access to her previous rate plan As a result, and because Ms [redacted] accepted her current rate plan at the time of the device upgrade, we are unable to reinstate her previous plan as requested During our January 11, 2017, follconversation with Ms [redacted] , we again discussed the information noted above and again advised that we are unable to reinstate the retired SERO Premium Plan to her line of service However, to meet our commitment to excellence in customer service and restore a positive business relationship with her, we offered to apply a one-time service credit of $to her account to offset an amount equivalent to the $monthly rate plan cost increase for a period of six months with her acceptance of the new SERO Unlimited Plan Ms [redacted] accepted our offer and expressed satisfaction with our resolution We are pleased that we were able to address Ms [redacted] ’s reported concerns satisfactorily If we can be of any further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

August 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on August 4, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered when her device malfunctionedMs [redacted] further expressed her dissatisfaction with being provided with a defective replacement deviceAs a result, she visited the Authorized Service and Repair Center location to have the defective device replaced, which she subsequently discovered the Total Equipment Protection (TEP) plan was cancelled without her knowledgeMs [redacted] requested that Sprint review these matters and provide her with a replacement device at no further cost to her Sprint has reviewed Ms***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP 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 Our records show that Ms [redacted] subscribed to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs [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***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at [redacted] According to our records, on January 22, 2016, Ms [redacted] upgraded a device on phone line ending in [redacted] and activated a Gold Samsung Galaxy Note device a via Sprint LeaseEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Further review of our records, we confirmed on March 10, 2016, Ms [redacted] visited the Authorized Service and Repair Center location due to experiencing difficulties with her deviceAt that time, her device was deemed defective and it was replaced with a Black Samsung Galaxy Note deviceMs [redacted] activated the replacement device via our website, [redacted] on March 16, Upon the activation of the replacement device, the Total Equipment Protection (TEP) plan was cancelled on the above lineOn June 18, 2016, Ms [redacted] visited the Authorized Service and Repair Center location due to her replacement device malfunctioningHowever, she was informed that the TEP plan was cancelled on phone line ending [redacted] on March 16, Due to the replacement device being inoperable, Ms [redacted] temporarily activated a previously owned LG Optimus S device We spoke with Ms [redacted] on August 9, 2016, discussed her concerns in detail and relayed the aforementioned information to herMs [redacted] confirmed that she inadvertently cancelled the TEP plan upon the activation of her replacement deviceIn an effort to resolve Ms***’s device concerns, we engaged our program administrator, AsurionPlease note due to the inadvertent cancellation of Ms***’s TEP plan, Asurion agreed to reinstate the TEP plan on phone line ending in [redacted] on August 9, Additionally, on August 11, 2016, the insurance claim was approved and processed for a Black Samsung Galaxy Note device, which was activated on her accountAdditionally, Ms***’s account was assessed a prorated monthly recurring charge of $for TEP plan and $non-refundable deductible We attempted to follwith Ms [redacted] on August and of 2016; unfortunately, we were unable to reach her directlyIn an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer a one-time adjustment totaling $to her account to offset the non-refundable deductible, which will be reflected on the September 11, invoice and to offset the current balance reflected on her accountShould Ms [redacted] wish to accept our proposed offer, we urge her to contact the undersigned directly at the phone number noted below within (7) days from the date of this letterWe sincerely regret any inconvenience this matter may have caused Ms*** If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, [redacted] ***ton Executive Services Analyst

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that upon changing his account service plan, he was not informed that he would lose a loyalty credit and the employer discount that were previously being applied on his accountAdditionally, he is disputing the $Subsidized Phone Charge which is reflected on the invoice after having the plan changed to a newer offering As a result, he requested to have the loyalty and employer discount credits added back to the account and the $Subsidized Phone Charge removed 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 Further information can be viewed on our website, www.sprint.comWe have confirmed with Mr [redacted] that the current plan will receive a $discount per line for the employer discountFurther information regarding the Sprint Discount Program can be found at sprint.com/verify Mr [redacted] is subscribed to the Unlimited Freedom plan As stated in our service plan pricing, an additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan as well as all of our current plans at www.sprint.com Additionally, as stated in the Terms and Conditions of our Lease Promotional Offers, qualified customers can purchase an eligible device with money due at signing, if applicable, and agree to monthly leasing payments for devices There are no service discounts for devices purchased through the Sprint Lease option You can simply choose a new device and turn in your old device in good, working condition At the end of the lease you can keep the device and pay the purchase option price listed on the lease agreement or you can continue with a month-to-month leaseFor additional information and eligibility requirements customers can visit www.sprint.com/lease Sprint Lease customers may qualify to receive up to a monthly $loyalty service credit per line In order to qualify for a loyalty service credit you must be on an eligible service plan Our records reflect that Mr***’s current plan does not qualify for a lease loyalty creditWe regret any miscommunication that may have occurred regarding the Subsidized Phone Charge After review, we have confirmed that Mr [redacted] has completed the two-year Service Agreement on one of the lines on his account being billed the disputed charge Based on this, we offered, and Mr [redacted] accepted, a one [redacted] concession credit of $to offset the billable charges that will bill through the November billing periodWe regret any inconvenience that these matters may have caused If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Tuesday through Saturday, between 1:p.mand 9:p.m., Central *** Sincerely, Tiajuanna WExecutive Services Associate Analyst TW/jc