Sprint Corporation

June 7, 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 filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that in February she made a payment in the amount of $to reinstate her Sprint services She stated that in May she disputed the balance owed on her account and was advised that we did not receive a payment for her April invoice However, she stated that her bank records reflect that a payment was made to Sprint in April Additionally, she stated that she was also advised that she made an overpayment and a refund in the amount of $would be mailed to her in the form of a check and the balance owed on her account was $ However, the refund check has not been received and the balance reflected as owed on her account is $ Ms [redacted] requested that sprint review this matter and provide the $refund that she was advised she would receive and to have her balance corrected Based upon our research, our records reflect that on January 23, 2017, the account was cancelled due to non-payment and the balance reflected as owed on the account was $1735.93, which includes lease cancellation charges and the unpaid balances for her monthly service that reflected on the September to December invoices Our records further reflect that a payment in the amount of $was received on February to cover the unpaid balance owed on the account and the services and lease agreements were reinstated and credits totaling $was applied to the account to remove the lease cancellations charges Our records further reflect that a payment in the amount of $was received on April 27, 2017, which left a remaining balance owed in the amount of $ Additionally, our records reflect that on May 15, 2017, a request was received to refund the payment that was made in the amount of $in February Per the request, on May 19, 2017, a refund was processed back to the card that was used and the $balance was applied back to the account for the payment that was refunded Since the $payment was refunded we sustain that $balance is valid We contacted Mr [redacted] ***, the account holder on May 25, 2017, and he gave his permission to discuss the account with Ms [redacted] *** We attempted to contact Ms [redacted] on May 25, and 31, 2017, via telephone and emailUnfortunately, we have been unable to reach her and she has not returned our calls We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account Ms [redacted] should be advised that in order to discuss the details of the account, she must be able to authenticate the account As a result, we want to advise Ms [redacted] to have the PIN and security information available when she contacts usWe regret any inconvenience that this issue may have caused If Ms [redacted] still requires assistance with the matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central TimeSincerely, Jennifer F.Executive Services Analyst

October 3, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , Fabio [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr Fabio [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the inquiry, Mr [redacted] stated that in August 2017, he was offered a promotional Unlimited Freedom plan for $a month He stated that when he received the following invoice he was billed an additional $a month As a result, he is requesting that we honor the promotion he was offered in August 2017, and credit any additional charges he may have incurred During our conversation with Mr [redacted] on October 2, 2017, we confirmed that we offered our Unlimited Freedom Plan for $for the first subscription, $for the second subscription and each additional subscription would be billed at $35, and he is eligible for a $discount on each subscription when he enrolls in automatic payment Further, we advised him that based on his new rate plan selection, his devices must be purchased on a lease in order to maintain a lower monthly rate Because Mr [redacted] ’s received subsidized devices in exchange for two-year agreements on phone numbers ending in [redacted] and [redacted] he is being billed a $subsidized fee We advised him that although the $subsidized phone fee is a valid charge in an effort to resolve his complaint and due to any possible miscommunication that may have occurred we agreed to apply a monthly credit of $to offset the disputed fee until the fulfillment of his current agreements We also applied a courtesy credit of $to his account to credit a portion of his monthly service charges Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our retail representatives 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 reviewWe regret any inconvenience this matter may have caused Mr [redacted] If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11604530, [redacted] Boost Mobile Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] L [redacted] We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention In the information provided, Mr [redacted] indicated that he received a text notification regarding a Boost Mobile promotion that provides him two free months of service with high speed data if he switched his daily service plan to a monthly service plan Although Boost Mobile confirmed he would receive the promotion, the promotion has not been applied toh is Boost Mobile account He requested a refund or get the promotion service plan During our August 30, 2016, conversation with Mr [redacted] , we updated his account to receive the promotion service plan and restarted his account effective August 30, We are pleased to inform that this matter has been fully addressed and resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has any additional questions regarding this matter, I can be reached by calling our department toll-free at 1-855-848-3280, ext I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

July 12, 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 filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described an unfavorable customer experience while attempting to resolve a device bill concern, stating that he has been doubled billed for a device that he purchased and paid for in fullAs a result, he is requesting a credit equal to the disputed charges Our records reflect that Mr [redacted] activated an Apple iPhone 7+ Gold via Installment [redacted] for telephone (xxx) xxx- [redacted] on March 28, He remitted payment for $on March 29, 2017, to satisfy the installment pay-off balance for said device Our records further indicate that the Apple iPhone 7+ Gold installment agreement was canceled and that the customer activated a Red Apple iPhone 7+ via installment [redacted] on April 1, During our conversation with Mr [redacted] on June 29, 2017, we confirmed that both of the above-referenced installment agreements had been canceled as of June 1, 2017, and that credit was applied to the account on May 9, 2017, to offset the $pay-off balance associated with [redacted] and that the second installment was canceled under the 14-Day Satisfaction Guarantee, and that no charges were assessed to the account for [redacted] We appreciate Mr***’s taking time to provide details of his experience with our Customer Care department 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 that this matter may have caused If we can be of any further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on the behalf of [redacted] submitted on April 17, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her equipment concernMs [redacted] further stated that she visited a local Sprint Retail Store location to request assistance with their iPhone 6s Plus Rose 16GB device associated with phone number ending in [redacted] as the device was damagedMs [redacted] expressed her dissatisfaction with additional lines of services and devices being added to the account without her knowledge on February 3, Ms [redacted] requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a third party authorized retail store location on February 3, However, as this location was not an authorized Service and Repair Center location they was unable to assist Ms [redacted] with repairing the cracked screen consistent with Sprint’s Total Equipment Protection (TEP) programPlease note all new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her phone number ending in ***If the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two 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 [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep After further review of our records, Sprint confirmed that Ms [redacted] elected to upgrade her equipment associated with phone number ending in [redacted] by obtaining an iPhone Plus Black 32GB device via Sprint’s Leasing program on February 3, 2017, on a newly established line of service associated with phone number ending in ***; as phone number ending in [redacted] was not eligible for an upgrade prior to March 1, Therefore, Sprint assisted her in activating services to obtain the iPhone Plus Black 32GB device via Sprint’s Leasing program on February 3, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies 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 www.sprint.com/lease Based on our review, Ms [redacted] established three lines of services on February 3, to support a Sprint RMobile Hotspot device associated with phone line ending in [redacted] via Sprint’s Installment Billing AgreementAdditionally, Ms [redacted] established phone numbers ending in [redacted] and [redacted] by obtaining an iPhone Plus Black 32GB device via Sprint’s Leasing program associated with phone number ending in [redacted] and an iPhone SE Gray 16GB device via Sprint’s Installment Billing Agreement associated with phone number ending in [redacted] on February 3, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We spoke with Ms [redacted] on in April and May 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, Ms [redacted] expressed her concerns with our findings and requested that her concerns are further investigatedTo further investigate Ms [redacted] ’s concerns, we partnered with the third-party retail store’s management team for further assistanceAs a result of the investigation, third-party retail store’s management team agreed to cancel the phone numbers ending in [redacted] and [redacted] as well as adjust the monthly recurring charges and remaining Lease/Installment Billing accelerated cancellation charges associated with the respective Lease and Installment Billing Agreements We spoke with Ms [redacted] on May 4, 2017, to advise that her account concerns were satisfactorily resolvedWe appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Retail Management teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes 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

July 11, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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] disputed the outstanding balance reflected on his cancelled Sprint account, stating that he spoke with Customer Care representatives in May 2017 that promised to cancel his account; however, he received an invoice the next month for services that were to have been cancelled. Mr. [redacted] requested full credit to close his account with Sprint and to cease forwarding invoices to his billing address. We regret the loss of Mr. ***’s business, as well as any possible misunderstanding that may have occurred related to his request to cancel the service on his account. Our records reflect that Mr. [redacted] contacted our Customer Care representatives on May 26, 2017, to cancel the service on his account. Pursuant to the terms and conditions of services, our representatives will schedule the account to cancel on the last day of the current billing period. Therefore, our representative scheduled cancellation of Mr. ***’s account for June 14, 2017, as he was currently in the middle of a billing period. Additional information can be viewed at our website, www.sprint.com. Based on our review of Mr. ***’s account, Sprint does not reflect any billing error on our part. During our June 30, 2017, conversation with Mr. ***, we explained the information outlined above. Mr. [redacted] reiterated that he requested that the service on the account be cancelled immediately on May 26, 2017, because the device associated with his line of service was damaged beyond repair, and he did not want to pay the deductible to replace the device through the Total Equipment Protection (TEP) program. Although we were unable to identify a Sprint billing error regarding this matter, in Sprint’s effort to bring closure to this matter, we applied a one-time credit of $84.79 to offset recurring monthly charges associated with the price plan, TEP feature, taxes, surcharges, and fees. We advised Mr. [redacted] that his account is now in final status with a zero balance. Mr. [redacted] expressed his satisfaction with our resolution. If we can be of further assistance with this matter, he can contact us by calling Sprint’s Executive & Regulatory Services toll-free at ###-###-####, ext. ***. I am available Monday through Wednesday and Friday from 8 a.m. to 6 p.m., Central Time. Sincerely, Linda W. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the credits Sprint made to my account and would gladly accept any additional credits from the company Regards, [redacted]

April 22, Revdex.com Ward Parkway, Suite Kansas City, MO Attention: [redacted] Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused herIn Ms [redacted] ’s inquiry, she advises that she was offered an upgrade to an iPhone for $She has unable to order the phone for this price Our records reflect that Ms [redacted] spoke with one of our representatives on April 1, 2015, and discussed upgrading her son’s phone lineShe was advised that he was still obligated to a two-year agreement and could pay $to upgradeOur representative also offered to reduce the upgrade fee to $75; however, he did not disclose any other details regarding the upgrade requirements to associated fees Because Ms [redacted] is a valued Sprint customer and we want to demonstrate our commitment to providing world-class customer service, we placed an order for an Apple iPhone todayMs [redacted] accepted a two-year agreement on this phone line, and as a benefit, we reduced the cost of the device to $ We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Service DepartmentWe are continually striving to improve the quality of service provided to our customersWe value her as a customer and look forward to a long and positive business relationship with you If you have any questions, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * [redacted] * Executive Analyst

To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on April 10, We apologize for any inconvenience that Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive the Virtual Reality headset after she purchased two Samsung SEdge devices Ms [redacted] stated that she upgraded her devices on March 12, 2016, and she was informed that she qualified to receive two Virtual Reality headsets free of charge as part of a promotionMs [redacted] further stated that she only received one of the Virtual Reality headsets Ms [redacted] requested that Sprint review this matter, provide her with the second headset or apply a credit to her account accordinglySprint has reviewed Ms***’s complaint Our records show that effective March 12, 2016, Ms [redacted] upgraded her devices associated with phone lines ending in [redacted] and [redacted] to Samsung Galaxy SEdge devices via Sprint LeaseDuring that time, Sprint was offering a promotion that included a free Virtual Reality headset with each Samsung Galaxy SEdge device while supplies last We spoke with Ms [redacted] on April 25, 2016, and explained that Sprint no longer has the aforementioned headsets in inventory; however, as a one-time courtesy, we agreed to apply a credit of $to her Sprint account in an effort to resolve this matterMs [redacted] confirmed that she was satisfied with this resolutionWe regret any inconvenience this issue may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] may contact the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central TimeSincerely, [redacted] Executive Services Analyst

November 23, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction our technical representatives informing her that the replacement of her recently-activated malfunctioning device would be equipment of the same device model Ms [redacted] requested that we replace her device with new, not refurbished equipment We regret any difficulty Ms [redacted] may have experienced with her malfunctioning device, as well as any possible misunderstanding that may exist related to our device replacement protocol However, as outlined in our equipment manufacturers’ one-year limited warranties and our Terms and Conditions of Service, warranty equipment provided by our service and repair locations may be replaced with refurbished devices of the same or similarly-valued model During our November 15, 2016, conversation with Ms [redacted] we explained the information outlined above She indicated her understanding but advised that representatives at one of our service and repair locations evaluated her malfunctioning device and resolved her device issues after thorough troubleshooting We regret any inconvenience this issue may have caused Ms [redacted] but are pleased that her device is working satisfactorily If we can be of further assistance with this matter, 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, Minnie SExecutive Services Analyst

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [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, Ms [redacted] stated that a $payment was taken from her bank account without authorization by Sprint She stated that she canceled two lines of service on her account by porting to another mobile carrier, and she paid for the device purchase charges for the lines of service ending in [redacted] and ***, and she also paid the applicable monthly service chargesThese payments plus what she stated is an unauthorized payment resulted in a credit balance on her account, and she is requesting that the above-referenced payment be refunded Ms [redacted] stated that her attempts to resolve this matter have led to unfavorable customer service experiences, and she is requesting assistance with requiring Sprint to refund the unauthorized payment We regret any possible misunderstanding that may have occurred Based on a review of our records, the lease device purchase charges for the numbers ending in [redacted] and [redacted] billed are reflected on Ms***’s March 4, 2017, invoice She paid these charges plus monthly service charges and these payments are reflected on her April and May invoices The final result is a $credit balance on her account The remaining line of service on the account ending in [redacted] fulfilled the lease term, and a $lease device purchase option billed and reflected on Ms***’s June 4, 2017, invoice Ms [redacted] spoke with our Customer Care representatives on June 16, 2017, to request that the $credit balance on her account be allocated to the above-referenced lease device purchase charge However, she stated that the representative processed a $payment instead In an attempt to resolve this matter amicably, we requested a refund of the $payment processed on June 16, 2017, and the refund was processed on July 21, 2017, to the credit card ending in *** The refund absolved the $credit balance resulting in a $balance on the accountWe contacted Ms [redacted] on July 26, 2017, and informed her of this information, and she is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused Should there be any additional questions or concerns, Ms [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

January 11, 2018 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account XXXXX4579, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of Mr. [redacted] , regarding our response dated January 2, 2018. The original complaint was served on Sprint on December 22, 2017. We regret the circumstances that led Mr. [redacted] to contact your office again. According to the information provided, Mr. [redacted] expressed his dissatisfaction with our previous response and specifically the offered resolution by Sprint. Mr. [redacted] expressed his dissatisfaction with the inability to receive a refund of $60, upon completion of is device upgrades. Mr. [redacted] requested that Sprint review this matter and allow Ms. [redacted] the ability to cancel her services without cost. Sprint has reviewed Mr. [redacted] ’s complaint. As stated in our prior response, Sprint implemented the activation and upgrade fees to offset the operating costs associated with our services. These fees are applicable for the activation of new or used devices on a new or existing line of service. Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use. The implementation of these fees is not intended to compromise that objective. We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers. Our records reflect that Ms. [redacted] upgraded her additional devices registered to phone numbers ending in 0315 and 2908 by obtaining an iPhone 7 Black 32GB and an iPhone 7 Plus Black 32GB devices via Sprint’s Flex Leasing program. Sprint launched the Sprint Flex Lease program, which provides qualified new and existing customers have the flexibility to lease select devices 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 Sprint Flex lease option, Sprint owns the device. At the end of the lease term, you can continue to pay on the device to 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. After further review of our records, Sprint confirmed that our representatives offered Ms. [redacted] a one-time adjustment in the amount of $60 on December 19, 2017. We spoke with Mr. [redacted] on December 29, 2017, to discuss his concern in detail and relayed the aforementioned information. During that conversation, we explained that Sprint has considered Mr. [redacted] ’s request for compensation and we must respectfully deny his request. We explained that the total amount was charged and we would be unable to authorize a full refund of the charges collected due to the validity of charges comprising the total amount remitted. Although, Sprint sustains no further compensation is required; in order to provide an amicable resolution and closure to this matter, we agreed to apply a one-time adjustment in the amount of $60 to offset charges reflected on Ms. ***’s December 2017 billing statement. Mr. [redacted] acknowledged the resolution provided to him. We spoke with Mr. [redacted] on January 8, 2018 to discuss his concern in detail and while we regret that he is not satisfied with our response, our position remains unchanged. During our conversation, we explained that Sprint appreciates Ms. ***’s continued patronage of our services; however, we must respectfully decline Mr. [redacted] ’s request to waive any contractual obligations respective to Ms. ***’s account. Although Mr. [redacted] may disagree with our findings, we are confident that his concerns have been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response. We regret any inconvenience this matter may have caused Mr. [redacted] . If we can be of further assistance, Mr. [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211 ext. ***. I am available Monday through Friday between 8 a.m. and 5 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 reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The reason I did not write a message from the email I receive is because I did not get a chance toWhen I refused the reply from Sprint that day it would not allow me to write a comment further than refusing the offerNow, Sprint has refunded me the $as of March 24, and I think that they think that’s all that they are going to pay me since your company has closed the caseSprint actually owes me $for the Note that I that turned in on October 14, and $for the Samsung SEdge that I turned in on November 16, per Sprint Executive Stan S that I talked to on March 6, Stan S said that he was going to investigate this finding and send me the last bill (in which I still have not received)I have not heard from him since, but someone else called me on March 16, and he thought that everything was settled and it is notHe said that he was going to investigate what we discussed, but I have not heard from them until I notice the refund of $that posted to my account on March 24, It’s not fair to me that they took $out of my account without me knowing or approving of itSprint still owes me $1,for the two(2) other phones that have turned in to themI think that since Revdex.com has closed the account, that’s all they are going to pay mePlease keep my case open at until I receive the refund that I am owedThank you! Regards, [redacted] ***

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 November 8, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the end-user on his account being allowed to complete an upgrade without his consentMr [redacted] requested that Sprint review this matter, and asked that appropriate action be taken Sprint has investigated Mr***’s concernsOur records show that the device associated with phone number ending in [redacted] was upgraded via Sprint’s Monthly Installment program on October 14, 2016, at a Sprint retail store location Based on our investigation, a store employee accessed Mr***’s account and processed the upgrade without proper consent from the account holderThis was a violation of Sprint’s policies which require the consent of the account holder to process an account change Sprint has addressed this matter and taken appropriate action in accordance with our policies We spoke with Mr [redacted] on November 28, 2016, and relayed the aforementioned information to him However, he informed us that he elected to complete a Change of Ownership for phone number ending in ***, stating that the end-user agreed to take ownership of the above phone and the respective Installment Billing agreement We followwith Mr [redacted] on December 1, 2016, to inform him that the accepting party did not submit the requested documentation to accept the transfer of the above phone number; however, we received his documentation Once we receive the requested documentation from the accepting party we will completed the Change of Ownership Mr [redacted] stated that he understood and was satisfied with the resolution to his concern We apologize for any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, 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 MrDavid H from Sprint is incorrectI have provided documentation back from Dec 2016-presentI do t know what this man is referring as to my account being credited in the amount of $and another $on May 3, I have also provided a copy of a email I received from Jerzie, Sprint representativeI have repeatedly asked him to show me where or in what statement is the reversal for the accrued charges totaling $David claims my account was credited this amount on May 3, and would reflect on my June statementAs for his reply that if I were to continue asking for the credit in the amount of $331.58, the response would be the same, denial of creditI want to sincerely appreciate your help in advocating my complaintAt this point since I have copies of all my account statements, email, text and voice message, its best that I seek answers through the legal systemDavid H should take a look at his correspondence and know that he contradicts himself with dates and amounts he stipulates on his correspondenceOnce again Revdex.com has proven to me that you try your best to have resolution to my complaints, but unfortunately the Companies and their representatives lack the professionalism, respect and courtesy to the account holders that pay their salaries Regards, [redacted]

April 14, 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 inquiry of Mr [redacted] filed on behalf of account holder, Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, the time display on his LG Gdevice is incorrect prompting him to contact our customer service department for assistance He states that the issue wasn’t able to be resolved so the customer service representative offered to qualify his line for an early upgrade Mr [redacted] advised that he attempted to upgrade to the exact model device online, which was being offered for percent off; however, he was subsequently informed that he would have to pay off his existing device in order to qualify for the percent offer As a result, Mr [redacted] would like the device exchanged at no charge He also expressed dissatisfaction with his monthly billing costs totaling $when he was informed the rate was $per month We contacted Mr [redacted] and spoke regarding his device issue We explained that the best course of action was not taken originally when he contacted us for assistance with his device issue The time display error on the device would fall within the manufacturer’s warranty and as a result, he has the option to visit a local Sprint service and repair center for an evaluation of the device or he can contact the manufacturer directly to facilitate the warranty issue We explained that for Sprint to facilitate the warranty repair, he may incur an out of pocket expense of $75; however, based on any miscommunication that may have occurred in this matter, we offered to apply a credit to his Sprint account as reimbursement of the charge as a goodwill gesture Mr [redacted] accepted our offer and agreed to visit a local service and repair center for assistance We also discussed the monthly rate for Ms [redacted] ’s service and equipment These charges total $each month after the $Buy One, Get One credit is applied The $rate Mr [redacted] is referring to doesn’t appear to include taxes and surcharges, which are in addition to the basic monthly service charges and equipment and are valid charges We regret any inconvenience this matter may have caused Mr [redacted] If he has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

Hi Revdex.comAll this trouble started about two years ago, "no signal, dropped calls, etc."On this time I had a contract "around 2013-and from 2014-15" around October, I have no longer a contract with Sprint the plan was a lease program Like I mentioned in my first Email, when I moved out to a different area and everything started getting worseSince January I started calling costumer services, technical support and they started to send me ANTENNAS, TRIED UPDATE THE PHONE( I TALK WITH MANY PEOPLE AND DIFFERENT DEPARTMENTS)" but in the month of September it was the end because nothing worked and this was the most recent and last calls of last year of Two different "supervisors" of technical support said the problem was the upgrade of sprint towers and this issues was going to take a few months to fix, so I was paying my monthly payments for bad serviceNow they said I have to pay $1,I'm in total disagreement with this amount and its totally ridiculous, now Sprint started affecting my credit, Please if someone can help me with this situation, also I have pictures and audio of my conversation with SprintThanks

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 I'd additionally like to thank Sprint for their speedy response in turning what was a bad experience into a pleasant one Regards, [redacted]

January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced, follinquiry of Mr [redacted] , and this inquiry was forwarded to the Executive & Regulatory Services department for review We appreciate you bringing our customers’ concerns to our attention In the follinquiry, Mr [redacted] stated that there should be no monthly service charge for the line of service ending in In addition, he indicated that the $monthly device charge for the same referenced line of service should be one-half of the amount being billed Therefore, he is still dissatisfied with the resolution We regret any possible misunderstanding that may have occurred regarding this matter We spoke with Mr [redacted] on January 3, 2018, and explained that with the Unlimited Freedom service plan there is a $discount per line with automatic paymentMr [redacted] disagrees with this response and indicated that the line of service should be free based on what he was told, without an automatic payment requirementTherefore, in an attempt to resolve this matter, we will credit the $monthly service charge for the extent of the 18-month agreement with a lump sum credit of $ Additionally, there is an expired promotion for the Samsung Galaxy Sdevice, which was applicable April 14, through October 31, 2017, that allows a $recurring credit for the extent of the 18-month Lease Agreement As further resolution, we agreed to apply a total adjustment of $to Mr [redacted] ’s account to offset the $recurring credit for the 18-month Lease Agreement We appreciate Mr [redacted] taking time to provide details of his experience with our 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 that Mr [redacted] may have experienced while attempting to resolve his account concerns Should there be any additional questions or concerns with this matter, he can contact me by calling the Executive & Regulatory Services department at 1-844-282-8211, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

May 30, 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 We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he contacted our Customer Care department multiple times to inquire when he was eligible to upgrade his device He stated he had been advised on each of the calls that he was eligible for an upgrade, however, on his most recent call he stated that our representative advised him he would have to pay $to upgrade his device, which he states he was not advised of during any of his previous calls to Customer Care He stated that he was informed that was the requirement and it could not be changed He stated he would like to take advantage of the iPhone Forever program and upgrade his device He is requesting a resolution to this issue In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade As stated in our Terms and Conditions of Service, for the iPhone Forever program, customers who participate are eligible to upgrade after consecutive monthly service plan payments as long as lease and early upgrades are offered Upgrade requires a new phone Lease Agreement and the account must be in good standing The upgrade does not include same generation model iPhone nor does it guarantee monthly payment amount, phone selection, or service plan rates It is contingent upon product availability and is not transferrable After upgrade, remaining unbilled lease payments for giveback device are waived and you will need to turn in your current eligible, good-functioning device and enter into a new Lease Agreement An upgrade fee of up to $may applyVisit sprint.com/iPhoneforever for more information To validate upgrade eligibility for each of their phone numbers MrWhite can access this information via www.sprint.com/upgrade or text Upgrade to from each of the devices Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, 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/leaseWe spoke to Mr [redacted] on May 26, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted an account credit in the amount of $ He stated that he considers the issue resolved to his satisfaction We appreciate Mr [redacted] ’s feedback regarding his interactions with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst