Sprint Corporation

Tell us why here...January 3, Revdex.com Ward Parkway 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 Ms [redacted] submitted on December 6, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’ filing expressed her dissatisfaction with her account being assessed a Lease Device Purchase Amount charge of $as reflected on the October 19, 2016, billing invoice; after she returned the device to Sprint’s Returns warehouseTherefore, Ms [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaintPlease be advised that we must allow adequate time for the shipped equipment to arrive in our Returns warehouseIn addition, the returned item must meet Sprint’s Return Equipment Policy prior to adjustments being applied to the account for the returned equipmentAs a result, it may take approximately one to two billing cycles for the equipment adjustment to be applied to the account, in accordance to the procedures referenced above Upon researching the account, we have confirmed that the equipment associated with phone number ending in [redacted] was received at our Returns warehouse on October 20, Furthermore, on December 18, 2016, our Customer Care group applied a credit of $to Ms [redacted] ’ account to offset the Lease Device Purchase Amount charge as reflected on the October 2016, billing invoice We spoke with Ms [redacted] on December 29, 2016, regarding her concernsDuring that call, she confirmed that this matter was satisfactorily resolvedWe apologize for any inconvenience this matter may have caused Ms [redacted] 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 9:a.mand 6:p.m., Eastern Time Sincerely, Tracey [redacted] Executive & Regulatory Services

August 24, 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] stated that the network coverage in his area has degraded He further stated that he was offered a device to assist with the coverage, but he has not received the equipment He is requesting a refund of monies paid for services where he stated coverage was disrupted, and he is requesting a device to boost coverage We regret any difficulty that Mr [redacted] may have experienced while attempting to use his service Based on the information provided, we reviewed the coverage in Mr [redacted] ’s local area and determined that he is located in one of our best coverage areas for voice and data Additionally, there are approximately ten cell towers within a to mile radius of his home address and the cell towers are working optimally with no network alarms or alerts As a result of Mr [redacted] ’s continued dissatisfaction with coverage, we reviewed the specific cell sites that he uses and the most used tower for his device is approximately miles away in Costa Mesa, California, and that tower is still working optimallyWe checked the other towers he uses and there is no blockage reflected Further based on customer usage, we have not been able to determine that services are degraded Also, the Airave device is a signal booster; however the device is no longer available to ship We noticed that Mr [redacted] is not using calling, which may help with his concerns calling uses his existing Sprint phone number, and calling is free domestically calling uses Voice over Internet Protocol and allows customers to make and receive calls over connections in almost any location We suggest that he enable calling by: Selecting Settings – Phone – CallsSlide Allow Calls to OnOn Address page, scroll to view whether Deactivate Calling Services is displayedDeactivate Calls Services displayed: Calling is already enabled.View pre-populated addressIf country has Non-USA, select the country dropdown and choose USAEnter a USA address manuallyIf address is not shown or incorrect, enter address manuallyAddress must be within USASelect Save Lastly due to Mr [redacted] ’s dissatisfaction with the network in his area, we applied a one-time goodwill credit of $to his account effective today Because the balance is zero on his account, the $credit will reflect as a credit balance We also suggest that he visit one of our service and repair stores for testing of his existing device We regret any inconvenience that this Mr [redacted] may have experienced while attempting to resolve his network concerns Should there be any additional questions or concerns 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 between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette 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 meThank you Tiffany for all your help! Regards, [redacted] ***

From: [redacted] < [redacted] >Date: Tue, Apr 18, at 3:PMSubject: Complaint # [redacted] To: [redacted] Hi,My complaint with Sprint has been satisfactorily resolved.Thanks, [redacted]

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his rebuttal, Mr [redacted] advised that he and Ms [redacted] accepted a recent rate plan change that was recommended to them but that we provided misinformation to them related to charges associated with that change, advising that they were told that the disputed access fees would be waived He requested that we update his account to provide the offered access fee waiver for the life of his accountWe regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s referenced rate plan change or his monthly Sprint billing However, based on our review of his inquiry and our records, we are unable to identify any billing error associated with his Sprint account and remain confident that his reported billing issues have been fully addressed We followed up with Mr [redacted] on June 13, 2017, and discussed his billing in detailWe also reiterated that all his subscriptions are receiving the access fee waiver promotion, as provided in the terms of our promotional guidelines However, we informed him that the waiver cannot be granted for the life of his Sprint account and advised that any change to his account prior to the above-noted waiver expiration date, including his equipment or rate plan options, may negatively impact the access fee waiver He confirmed his understanding of and satisfaction with that information We regret any inconvenience this matter may have caused Mr [redacted] If he would like to further discuss this matter, he can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Beatrice RExecutive Services Analyst

June 2, 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, subsequent inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customer’s concerns to our attention once again In the information provided, Ms [redacted] stated that she agrees to paying $including the phone insurance, but she is disputing the past due balance on her account, and disputing that she experienced an interruption of service as a result of a past due balance She also stated that one of the account subscribers is experiencing difficulty while using their device, and she is disputing the $monthly charge for each device citing that she was informed that the devices were free of charge Based on a review of our account records, Ms [redacted] ’s January 23, 2017, invoice generated in the amount of $ There are no service plan monthly service charges reflected on the January 23, 2017, invoice and the $balance carried over to the February 23, 2017, invoice The February invoice generated in the amount of $for new charges plus prior billing charges of $resulting in a $balance dueThis balance consists of service plan monthly service charges (including prorated charges), month in advance charges, and installment billing charges for each of the four devices There was no payment remitted that reflected on the February invoice Therefore, the $balance carried over to her March 23, 2017, invoiceThe prior charges plus new charges of $consisting of prorated monthly service charges, biadvance charges, a reconnect fee due to suspension of service as a result of non-payment, late fee, taxes, surcharges and fees resulted in a $amount due One $payment was remitted and posted to the March 23, 2017, invoice, resulting in a $balance due The April 23, 2017, invoice generated with a $prior balance A total of $in payments were remitted leaving a $past due balance and new charges of $again consisting of prorated charges, month-in-advance billing, a reconnect fee due to suspension of service as a result of late payment, taxes, surcharges and fees These combined charges result in a $balance due The May 23, 2017, invoice generated with a carry over of the $past due charges plus new charges of $consisting of a $Early Termination Fee for the return of a tablet, a late fee, monthly service charges, taxes, surcharges and fees The combined amount totals $1, We canceled the tablet line of service and informed Ms [redacted] that with the return of the tablet in good condition to our warehouse, we will credit the $Early Termination Fee Furthermore, we informed Ms [redacted] that based on a review of the call between Ms [redacted] and our Telesales representative, we were not able to confirm that the devices were offered free of charge As a result, the charges associated with these devices are valid and payable to Sprint However, because of Ms [redacted] ’s continued dissatisfaction regarding this matter, and in an attempt to bring absolute closure to this matter, Sprint has agreed to offset the valid equipment charges We communicated with Ms [redacted] again on May 31, 2017, and as a result of our conversation, we applied a $credit to offset the cost of the device for each of the four lines of service However, as previously noted in our correspondence to your office dated May 12, 2017, should Ms [redacted] cancel her service prior to the fulfillment of the 24-month service agreement, the devices will need to be returned to Sprint in good condition We also manually applied an additional $credit to Ms [redacted] ’s account to satisfy a pocredit offer of $for each of the four lines of service that was available at the time that she activated service During our discussion with Ms [redacted] we again informed her that she is being billed correctly per the service plan, devices, and options selected on her account Her monthly service charges before taxes are $ With the removal of the $per month for the phones and $per month for the tablet that Ms [redacted] agreed to return, her charges would be reduced to $before taxes and surcharges If she elects to cancel the Total Equipment Protection (TEP) option at $for each of the four devices, her monthly service charges before taxes will be reduced to $before taxes and surcharges and fees Additionally, we informed Ms [redacted] again that we are unable to process our contract buyout offer because no devices were turned in to us from her previous carrierWe explained that the terms of the buyout offer clearly outline the requirement for the devices associated with any contract buyout requests to be turned in to us As a result, we must respectfully decline Ms [redacted] ’s request to process reward card reimbursement or apply adjustments for our contract buyout offers if the devices are not turned in And last, we encouraged Ms [redacted] to inform the subscriber who is experiencing device issues to visit one of our service and repair centers for diagnostics of her device to determine why she is experiencing problems with her device If she needs further assistance with setting up an appointment, our office will be glad to assist her Because of Ms [redacted] ’s continued dissatisfaction with the level of service she has received regarding her account concerns, in another effort to reach an amicable resolution to this matter, we informed Ms [redacted] , that with the return of all of her devices in good and working condition, we will offset all device-related charges remaining on her account If she accepts our offer, Ms [redacted] will be responsible for all service-related charges up until the date of her service termination Our offer is available to her for days We sincerely regret that Ms [redacted] is not satisfied with our prior responses We have discussed these matters thoroughly with Ms [redacted] , and we have discussed her concerns with our Executive & Regulatory Services team again, and the result of this thorough review is that our positon remains unchanged Should further inquires be sent to our attention regarding these issues, the inquires will be met with the same response We are confident that all of her issues have been fully addressed and resolved to the best of our ability Should there be any additional questions or concerns with these matters, 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, [redacted] FExecutive Services Analyst

January 21, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: 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 inquiry, Ms [redacted] stated that she given different quotes regarding her monthly charges from our phone representative than what our retail representative providedMs[redacted] accepted an iPad, on a 24-month leaseShe stated that the retail store representative advised her that, by adding the Apple iPad, her monthly service charges would be reducedShe stated that her invoice has increased and she is requesting that we cancel the iPad With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges 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 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 During our conversation with Ms [redacted] on January 11, 2016, we apologized for any inconvenience she may have experienced as a result of this issueFurther, our records reflect that on September 26, 2015, Ms [redacted] agreed to a 22-month lease of an iPad 16-Gigabyte deviceFurther, she elected to share the Gigabyte Family Shared service plan for $10, and subscribed to our Total Equipment Protection program for $a monthWe advised her that due to any possible misunderstanding that may have occurred, we would agree to cancel the iPad with the condition that she returns the undamaged iPad to our warehouseShe accepted the offer and we provided her a prepaid return labelThis offer is valid for a period of days from the date of this response Sprint is committed to providing exceptional customer service at all times and offer our assurance that Ms [redacted] ’ experience is not indicative of the level of service we expect from our employeesThe feedback she provided regarding her experience has been forwarded to the appropriate managerial staff for further review If 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 Time Sincerely, 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 meI spoke with someone at sprint on 2/17/and they have addressed all issues Regards, [redacted]

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed an unfavorable customer experience while attempting to resolve his account billing and payment concerns As a result, he requested to cancel his service with no termination fees We regret any confusion Mr [redacted] may have experienced regarding the billed charges reflected on his monthly invoices Our records reflect that Mr [redacted] ’s services were suspended on July 8, 2017, as a result of non-payment We spoke with Mr [redacted] on July 19, 2017, and determined that he canceled his line of service ending in [redacted] on July 11, 2017, when he ported to another wireless carrier We advised Mr [redacted] that regrettably, we were unsuccessful in confirming receipt of a $[redacted] payment made to Sprint on June 5, 2017, by his daughter as stated Further, we advised him that our Finance Department has made numerous unsuccessful attempts to speak with his daughter to have her fax a copy of her bank/credit card records reflecting the $[redacted] payment During our conversation with Mr [redacted] , he requested that we restore his services temporarily to allow him the opportunity to port his remaining line of service ending in [redacted] to another carrier At this request, we temporary restored the services on July 19, 2017, and Mr [redacted] successfully ported the line ending in [redacted] that same dayBecause Mr [redacted] took those actions prior to the satisfaction of the device lease agreements he accepted for the equipment associated with the lines ending in [redacted] and [redacted] in March 2016, we accelerated his lease pay-off balances and assessed those amounts, totaling $599.89, to his account pursuant to the terms of his lease agreements Those charges include equipment purchase charges of $for the devices that were not returned to Sprint and unpaid lease balances of $plus applicable taxes and surcharges The canceled account reflects a balance owed of $ We have made two unsuccessful attempts to follwith Mr [redacted] on July 26, 2017, and August 1, 2017, about returning the leased devices We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and utilize such input to improve our training and processes We regret any inconvenience that this matter may have caused Mr [redacted] and the loss of his business If we can be of further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our assessing charges to his account for an iPad device and service that was presented to him as free of charge during a recent upgrade of equipment on his existing line of service He requested that we cancel the iPad line of service, allow him to return the iPad device to us with no further charges, and credit the charges associated with that equipment and service already assessed We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s referenced iPad equipment and service and billing Our records reflect that Mr [redacted] accepted a 24-month installment billing purchase agreement for his iPad device during a transaction at one of our retail locations on May 29, As a result of that agreement, his monthly invoices since that date included equipment charges of $ During our conversation with Mr [redacted] on July 13, 2017, we explained the details noted above and informed him that we are unable to identify any error on the part of Sprint related to his dispute However, due to any possible miscommunication that he may have received regarding our promotional offer and his equipment agreement, we honored his request and terminated his iPad line of service effective immediately We also agreed to cancel his iPad installment billing agreement with no further billing contingent upon his returning his iPad device to us in good working condition Mr [redacted] accepted our offer, and we sent prepaid shipping materials to him to facilitate the return of his equipmentWe also confirmed with him that we previously provided credits totaling $to his account to offset two months’ charges for that device and that, as a result, no further credit is warranted for this matterdue to the bill discrepancy He is aware that, upon our verification of our receipt and the condition of his returned device within days from the date of our conversation, we will apply credits totaling $to his account to offset his noted installment billing cancellation chargesMr [redacted] confirmed his understanding and acceptance of our resolution We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of these matters If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

August 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms***, stated that recent equipment purchases billed to her account are the result of fraudulent activity Ms [redacted] requested that Sprint cancel the disputed lines of services and adjust all associated equipment charges Sprint has reviewed Ms***’s complaintAccording to our records, in August 2017, our Fraud Management group confirmed that unauthorized equipment purchases were made on Ms***’s account via our website, www.sprint.com Accordingly, Sprint cancelled the fraudulent equipment and the adjustments for the fraudulent charges should be completed within the next billing cycle In addition, Sprint’s Fraud Management group will be monitoring the account for the next two billing cycles for any additional charges associated with the fraudulent activity Ms [redacted] should only remit payment for the itemized balance due for her devices We spoke with Ms [redacted] on August 8, 2017, and relayed the above information to her In addition, Sprint applied a $courtesy credit to Ms***’s account Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

March 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [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] states she is seeking assistance with her billing concerns, lease agreements, and a cancellation request As a result, she is requesting a credit adjustment for any billing error, and that her services be restored And last, she is requesting that we correct the lease information associated with her mother’s line We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing and the referenced lease agreement We spoke with Ms [redacted] on March 16, 2017, and verified that she spoke with our Telesales representative and upgraded to the Apple iPhone 7Plus on November 25, However, our records reflect that the upgrade occurred on line (xxx) xxx-***, and not the line ending in [redacted] that is currently using the device Therefore, at [redacted] ’s request, we have moved lease agreement [redacted] from the line ending in [redacted] to the line ending in *** We also confirmed that the line ending in [redacted] was successfully transferred from Ms [redacted] ’s account on March 20, 2017, to a new account established by that user Additionally, we applied credits totaling $to Ms [redacted] ’s account to offset the disputed monthly service charges Currently, her account now reflects a balance for $231.06, after the pending $system credit We regret any inconvenience these matters may have caused but are pleased that we were able to satisfactorily address Ms [redacted] ’s reported issues 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 [redacted] Executive Services Analyst

April 14, 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: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We apologize for any inconvenience that she may have experienced in this matter In her inquiry, Ms [redacted] indicates that per our Buyout promotion, she anticipated receiving a $in reward card refunds to offset her previous carrier’s device cancellation charges when she ported three phone numbers to her Sprint account She states that she did not receive the full amount of reward refunds that she expected As a result, she is requesting to receive additional rewards cards to complete the total of her anticipated reward card refunds Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concerns During our discussions with Ms [redacted] , she confirmed that she previously received two reward cards and that two additional reward cards are being sent to her We also confirmed that the total amount of the four reward cards will total $ She stated that the matter is resolved We appreciate Ms [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If Ms [redacted] needs further assistance with this matter, I can be contacted 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, Patricia SExecutive Services Analyst

January 19, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] – ( [redacted] ) Sprint Case [redacted] Rebuttal To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] cited his dissatisfaction with Sprint reapplying charges that he stated were resolved in October These charges caused his account balance to go into collections As a result, He requested that the charges be removed Our records reflect that on October 11, we applied credits to his account, totaling $317.57, to Mr [redacted] ’s account to offset charges associated with a returned device On October 12, 2016, credits totaling $were applied a second time to Mr [redacted] ’s account for the same returned device charges December 2016, the duplicated credits were reversed, correcting the account charges, and adding $to the balance due Although the adjusted balance is correct, on January 13, 2017, we met Mr [redacted] ’s request and applied courtesy credits totaling $to his account We apologize for any miscommunication or misunderstanding this matter may have caused Mr [redacted] If we can be of further assistance related to this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana TExecutive Services Analyst

February 9, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that charges for phone purchases had been applied to his account without his knowledge He contacted Sprint and received information that credits would be issued to offset the charges; however, his service had been interrupted as a result of the charges As a result, he requested that credits be issued to his account We believe that we can reach an amicable resolution with Mr [redacted] and have made several attempts to contact him via the voice and e-mail contact methods included in his inquiry and reflected on his account Unfortunately, our attempts on January 27, January 30, February 8, and February 9, 2017, were unsuccessful In addition, on February 8, 2017, we sent a letter via U.SPostal Service to Mr [redacted] at the address on file We have not had the opportunity to discuss his concerns and authenticate Mr [redacted] 's ability to access the account However, we are pleased to inform you that Mr [redacted] ’s request was fulfilled on January 17, We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [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 14, 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 above-referenced complaint of Mr [redacted] *** Thank you for forwarding our customers’ concerns to our attention In his inquiry, Mr [redacted] indicated he established service with a Bring Your Own Device (BYOD) promotion for one year He purchased an iPhone SE from [redacted] and contacted us to activate the service without a contract under the BYOD promotion He received his bill, and he is assessed a $plan and is not under the BYOD promotion He further advised that he attempted to resolve the matter via customer service but has only received a partial credit As a result, he is requesting that we review the matter For a limited time, we are offering customers one year of free service with an eligible BYOD phone The offer requires a new account port in, eBill and automatic payments to be eligible for the offer Standard taxes, fees and surcharges apply A Sprint SIM card is required and available for purchase on our website for $plus tax Customers can visit www.sprint.com/1yearfree or call the dedicated Telesales phone number listed on the site for activations We reviewed Ms***’s account and confirmed he has three lines of service Two lines of service are receiving the BYOD plan and promotion However, phone number ending [redacted] is charged a $plan fee We confirmed this line of service did not port in a phone number; therefore, it is not eligible for the offer During our conversation with Mr [redacted] on August 9, 2017, we set this line of service up to cancel at the end of the billing cycle August 26, In addition, we issued credit for the June and July invoices when he was assessed the $fee to match the BYOD cost, as a gesture of goodwill This is not a billing or set up error, and Mr [redacted] does not meet the promotion requirements We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If he needs further assistance, he 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, Ann HExecutive Services Analyst

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Courtney [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of MsCourtney [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the quoted fair market value payoff amount for the leased device on her account, advising that it is higher than quoted at the original point of sale She requested that we honor the pricing terms based on the device purchase option price noted on her original lease agreement We regret any possible misunderstanding that may have occurred related to Ms***’s device pricing However, we are unable to identify any billing quote errors associated with her account based on her equipment Our records reflect that Ms [redacted] accepted a 18-month equipment lease agreement for her referenced device on January 20, As outlined in that agreement, if she chooses to retain possession of her leased equipment after the satisfaction of her lease terms, we will assess the Device Purchase Option charges to her Sprint account in monthly installments or she may purchase the device at the Fair Market Value During our conversation with Ms [redacted] on September 7, 2017, we explained the details noted above and informed her of the remaining fair market value charge for her device Although we find all charges to be valid, we offered to negotiate the disputed portion of the device Fair Market Value in order to resolve the inquiry to her satisfactionHowever, Ms [redacted] indicated that she did not wish to complete purchase of the devices at this time and no changes were made to her account per her request We appreciate Ms***’s taking time to provide 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 customer feedback and will utilize this input to improve our training and processes If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

July 13, 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was offered a promotion to obtain two Samsung Sdevices via our installment billing program for percent off each device Mr [redacted] stated that he has not received the appropriate promotional credits 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 During our conversation with Ms [redacted] , we advised that we have been unable to substantiate the promotional offer However, as a one-time courtesy, we offered to apply a credit to offset percent off the cost of two Samsung Sdevices Mr [redacted] accepted our offer and we applied credits totaling $to his account Please note that account credits do not apply toward equipment installment billing charges Therefore, regardless of the balance due, Mr [redacted] will need to pay his equipment charges in full each month If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:sprint's claim that I agreed to a settlement is and erroneousAsk them for the recording of the phone conversation and you will clearly hear me rejecting their offer.they failed to honor what the customer service rep quoted me as my correct monthly bill during my March conversation The bill was recalculated and was $of which I promptly paidMy next bill came and was screwed up again with additional chargesGetting hold of customer service was extremely difficult as when one calls the toll free # you get stuck in the robo loop having no option to speak with a person.I reject sprints claim of resolution totally Regards, [redacted]

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry Sprint Account xxxxx9432, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the additional information provided, Ms [redacted] expressed dissatisfaction with our response, and requested that we fix the tower and service in her area As stated in our Terms and Conditions of Service, which can be viewed on our website, 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 Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage We regret that Ms [redacted] ’s experience with service in her local calling area continues to fall short of her 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 During our previous conversation with Ms [redacted] on July 6, 2017, we confirmed that there is a known issue with one of the towers servicing her coverage area However, this was resolved as of July 26, Subsequently, another alarm was identified with a different tower servicing her area, and it was resolved as of July 25, We spoke with Ms [redacted] on July 20, 2017, and confirmed that she was still unable to make/receive calls or connect to the internet at her home location as she was able to do in the past As such, we submitted this information to our Network Team for further review, and they determined the towers in her area are now performing within parameters During our follconversation with Ms [redacted] on July 28, 2017, she confirmed an improvement with service in her area We advised Ms [redacted] that we applied credit to her account for $55.88, to offset this month’s monthly service charges due to any ongoing inconvenience this matter may have caused If we can be of any further assistance related to this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst