Sprint Corporation

Tell us 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: Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on March 23, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the delay in phone number ending in [redacted] being placed on Sprint’s Seasonal Standby after reporting the device stolen in February Ms [redacted] further expressed her dissatisfaction with not being advised that once the referenced phone line was placed on the Seasonal Standby the Service Agreement would be placed on hold and then reinstated when the phone line is reactivatedMs [redacted] also stated that she has incurred monthly recurring charges after the device associated with phone number ending [redacted] was reported stolen in October Ms [redacted] further advised that she attempted to change her bill cycle date in February 2017, and was informed that her account would need to be made current before the date could be changedMs [redacted] requested that Sprint review these matters and cancel phone line ending in ***, without further cost to her We spoke with Ms [redacted] on April 12, 2017, and discussed her concernsAt that time, we offered to cancel the phone line ending in [redacted] and waive the $Early Termination FeeIn regard to the phone line ending in [redacted] being assessed monthly recurring charges and Ms [redacted] being unable to change her bill cycle dateMs [redacted] advised that those issues were already resolved to her satisfaction We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services hy here

August 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that he continues to experience network issues in his area for the past six weeks and is requesting compensation We regret that Mr [redacted] ’s experience with service in his local calling area has fallen short of his expectations We are constantly monitoring 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 In an effort to address Mr [redacted] ’s concerns, we reviewed the level of service for his phone lines, and reviewed the network coverage in his area Our records indicate that Mr [redacted] ’s home is located in a Sprint “Good Coverage” area and the referenced area is operating within parametersIn Good coverage small pockets of poor service may occur based on obstructions, foliage, and terrain Indoor coverage may be available in certain locations in a building With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We spoke with Mr [redacted] on August 28, 2017, regarding his concerns We entered a network ticket for a network technician to research the issues he is experiencing in his area; however, Mr [redacted] advised that he will not be in the area for several weeks If Mr [redacted] continues to experience network issues when he returns, he agreed to contact our office directly to provide additional information to aid in our investigation Although we are not required to provide compensation for issues that are brought to our attention, we applied a courtesy credit in the amount of $to Mr [redacted] ’s account as a gesture of goodwill We appreciate Mr [redacted] taking time to provide details of his experience with customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

January 27, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On January 12, 2016, Sprint received an inquiry submitted by your office on behalf of *** [redacted] According to the information provided, Ms [redacted] states that she was advised her tablet would be included with her current plan at no additional cost and she is being billed a $charge for her son’s line that was to be waivedMs [redacted] also expressed her dissatisfaction with the level of service received while visiting a Sprint store locationWe appreciate your assistance in bringing Ms [redacted] ’ concerns to our attention We appreciate Ms [redacted] taking the time to provide us with the details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’ feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We contacted Ms [redacted] on January 19, 2016, to discuss her concerns in detailAt that time, we added a promotion that will waive the disputed $Phone Access charge on her telephone number ending in ***Additionally, in an effort to resolve Ms [redacted] ’ tablet plan concerns, we agreed to apply a credit to offset the tablet plan’s monthly service charge for the length of her current subscriber agreementTherefore, we applied a credit in the amount of $to her account to offset the $tablet monthly service charge for monthsCurrently, Ms [redacted] ’ account reflects a credit balance of $Please be advised that this credit will only apply to the plan monthly service charges and not the equipment lease charges We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan F Executive Services Analyst

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory with me but it is what it isAs I have tried to explain the Reps and Ms ***, when I signed up with Sprint that this was not what was explained to me about the buyout program with SprintThey know they are lying about this and no one is willing to accept that factI feel Sprint should have offered a more generous amount in light of what has occurred with this sitaution but thay have not and I cannot make them do anything more than what they are doing.However I did accept what Ms ***'s has offered but I'm not happy or satisfied to be with SprintThank you Revdex.com for all of your assistance in this matter and it is greatly appreciated! Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:yes I spoke with MrLeland and explained to him how I spent over hours in phone conversations and minute trips to corporate Sprint storesEach trip and phone conversations were a waste of my time and each rep acted as if they did not care about my situation with the exception of supervisor named AppleI did not receive an apology from MrLeland because of my many inconveniences and incidentally when I mentioned I may be switching phone carriers his response was 'okay'That made me feel as though he did not care for Sprint to have my business and I work for [redacted] and my union wanted to find out about my situation because there are many Sprint accounts with our company and just last week many of us were discussing which company we were switching toAgain yes I am returning the phones but again I' e had my own account with Sprint since and I was on my husband's account with him since If they don't want my business [redacted] doesRegards, [redacted] ***

March 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] claims that at her time of activation, she was advised by the store that her equipment purchase was by installment billing, not a lease Since then, the customer has terminated her service and received an invoice with the end of lease purchase price We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on March 23, 2017, and apologized for any frustration she experienced due to the billing issues on her account Due to any miscommunication that may have occurred, I offered to adjust the charges for the device and the late fee in order to resolve this matter With this credit, her account is in final status with a zero balance Ms [redacted] agreed and accepted this as resolution On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J [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] J***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that he was provided conflicting information related to the cost to replace and upgrade a malfunctioning device on his Sprint account, advising that we initially informed him of one cost to do so but later informed him of a higher costMr [redacted] requested that we allow the equipment upgrade without being charged the higher amount for accelerated lease balance payoff, as originally quoted to him We regret any possible misunderstanding that may have occurred related to the replacement of Mr***’s referenced equipmentOur records reflect that the device associated with the referenced line of service was upgraded on June 2, 2016, with his acceptance of an 18-month equipment lease agreement to be satisfied on November 26, Our records further reflect that Mr [redacted] was advised on May 14, 2017, by our Customer Care representatives that the line of service would become eligible for an equipment upgrade on June 1, 2017, pursuant to the terms of our iPhone trapromotional offer and that, when Mr [redacted] contacted our Customer Care representatives on May 17, 2017, we advised him that we could honor an early device upgrade and waive his $activation fee contingent upon his remitting a $payment but that, during a subsequent interaction with him that day, our sales representatives clarified his device upgrade options, advising that the $fee allowed for upgrade eligibility but that, in addition, he would be required to pay the $outstanding balance due remaining on his current lease agreement and turn in his device at the point of sale During our May 18, 2017, conversation with Mr***, we discussed the information outlined above and confirmed that the information provided by our sales representatives is correctHowever, as a result of the miscommunication provide to him previously, we updated his Sprint account to allow for immediate equipment upgrade eligibility effective that date and offered to apply service credits to his account to offset amounts equivalent to the lease payoff and activation fees assessed when he processed his device upgrade Mr [redacted] accepted our offer, and we received confirmation from him on May 18, 2017, advising that he upgraded his device with a new 18-month lease agreement at one of our retail locationsAs agreed, we applied a $service credit to his account to offset charges associated with the lease cancellation of his previous device lease agreement and a $service credit to offset the activation feeMr [redacted] expressed his satisfaction with our resolution We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize his experience to improve our customer service training and processes We regret any inconvenience these matters may have caused but are pleased that Mr***’s reported concerns were resolved satisfactorilyIf we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Devin H Executive Services Analyst DH/lws

December 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX2585, Jean R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrJean R [redacted] , submitted on November 11, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from MrR [redacted] , he states that he wants to resume his services with Sprint; however, he is being asked to pay $for the cost of a phoneMrR [redacted] is requesting to restore his phone, but is refusing to pay the cost of the phone We have thoroughly reviewed MrR [redacted] ’ concerns We have confirmed that the account in question was cancelled due to non-payment effective July 9, Furthermore, we determined that the final balance included unpaid monthly service charges and the accelerated balance for an Installment Billing Agreement for equipment We were unable to identify any billing errors or miscommunications regarding our plans and service costsHowever, we would like the opportunity to resolve MrR [redacted] ’ concerns and look forward to speaking with himTherefore, we encourage him to contact our office at his earliest convenienceOur office attempted to reach MrR [redacted] via phone and e-mail on November and and December 8, 2017, asking him to contact our office to discuss his concerns Additionally, we mailed a letter to his address on file on November 29, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns To date, we have not spoken with MrR [redacted] We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, MrR [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP LaToya P Executive Services Analyst

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Wed, May 24, at 12:PMSubject: [redacted] complaint #To: [redacted] Dear sirMy complaint has Been resolved No action is required Thank you [redacted] Sent from my iPhone

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 14, We appreciate your assistance in bringing our customer’s concern to our attention According to Ms***’s follfiling, she expressed her dissatisfaction with the previous response providedMs [redacted] further expressed her dissatisfaction with the inability to receive an adjustment for the Lease cancellation charges associated with her iPhone 6s Plus Gold 16GB device associated with phone number ending in ***Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect that Ms [redacted] activated an iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] via Sprint’s Leasing program on March 3, Please note that 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 After further review of our records, Sprint confirmed that Ms [redacted] contacted our Customer Care group on December 6, 201, to inquire if she could utilize her upgrade eligibility on phone number ending in [redacted] in order to obtain an upgraded device to utilize on phone number ending in ***At that time, Ms [redacted] activated an iPhone Plus Rose 32GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on December 6, Thereafter, Ms [redacted] requested to perform an equipment swap between phone numbers ending in [redacted] and ***, enabling her the ability to activate the the iPhone Plus Rose 32GB device on phone number ending in ***Based on our review, Ms [redacted] activated the iPhone Plus Rose 32GB device on phone number ending in [redacted] before the respective Lease Agreement for the iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] was completed We regret any possible misunderstanding that may have occurred related to the terms of Ms***’s Lease AgreementsUpon obtaining the above referenced devices via Sprint’s Leasing program, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her respective Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s Lease Agreement or other monthly charges on Sprint’s part during the upgrade of her devices We spoke with Ms [redacted] on April 6, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we respectfully denied Ms***’s request to return the iPhone 6s Plus Gold 16GB device in exchange for the waiver Lease cancellation charge as well as any adjustment of the billed monthly lease charges associated with the respective Lease Agreement associated with phone number ending in ***We advised Ms [redacted] that in order to provide an amicable resolution and closure for this matter, Sprint agreed to provide a return kit for her iPhone 6s Plus Gold 16GB device in [redacted] in exchange for an adjustment of the Lease Device Purchase Amount chargePlease be advised that all billed and unbilled lease charges associated with the respective Lease Agreement remain valid Ms [redacted] acknowledged the information provided to her and requested that we send a return kit to the address on file to facilitate the return of the iPhone 6s Plus Gold 16GB deviceAs such, we complied with her request and sent a return kit to the address in fileSprint agreed to send the return kit to her address on file to facilitate the return of the referenced deviceAlthough Ms [redacted] may disagree with the charges assessed to her account, we are confident that all of her issues have been fully addressed and resolved to the best of our ability Upon Ms***’s follfiling, we spoke with her on April 14, 2017, and reiterated the above information and resolution to herWe have taken considerable time researching Ms***’s concerns and our position remains unchangedSprint appreciates Ms***’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that a credit or waiver of the service agreement is warranted for this matter We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

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

October 4, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint [redacted] Sprint Account XXXXX***, Ammon [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of Ammon [redacted] . We appreciate your assistance in bringing Mr. [redacted] ’s concerns to our attention. According to the information provided, Mr. [redacted] states that he is unable to access his online account. Mr. [redacted] further states that his data services are limited on his device and he is disputing overage charges assessed. Our records indicate that Mr. [redacted] exceeded the allotted 1GB of data for his calling plan. With his plan, data overages are 15 cents per MB or $15 per GB. As a result, Mr. [redacted] was assessed overage charges in the amounts of $17.65 and $13.70 on the July and August 2017 invoices, which are valid. We attempted to contact Mr. [redacted] via phone and e-mail on several occasions to explain the charges on his monthly billing statements, clarify any specific charges in his dispute and troubleshoot his online account; unfortunately, he has not responded. We look forward to speaking with Mr. [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account. Mr. [redacted] should have his PIN and security information available when he contacts us. We regret any inconvenience this matter may have caused Mr. [redacted] . If additional assistance is required, Mr. [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Susan F. Executive Services Analyst

December 29, 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: We appreciate your assistance in bringing the concern of Ms [redacted] - [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] - [redacted] indicates that our retail store representative and Customer Care representatives were unable to cancel an account line of service in accordance with her request She requests that the line of service ending in xxxxxx [redacted] be cancelled She also expresses her dissatisfaction with the level of customer service she received when she attempted to resolve the matter According to our review of the account records, our Customer Care representative subsequently cancelled the above-referenced line of service upon the request of Ms [redacted] -*** Our records also indicate that she returned the associated leased phone to Sprint Ms [redacted] - [redacted] advised us that her concern is resolved We appreciate Ms [redacted] - [redacted] for ta [redacted] the time to provide us with the details of her experience with our customer service and retail store 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 Ms [redacted] - [redacted] needs further assistance with this matter, I may be contacted by calling the Executive & Regulatory Services department at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

January 12, Revdex.com Serving Greater Kansas City 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 of [redacted] submitted on December 14, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ filing expressed her dissatisfaction with the remaining balance reflected on her Sprint account According to Ms [redacted] , she initially requested cancellation of her Sprint account on November 4, However, her billing cycle ended on November 7, As a result, the account remained active until November 30, Ms [redacted] requested that Sprint review this matter, confirm the cancellation of her account and adjust her account in accordance with her initial cancellation request Sprint has reviewed Ms [redacted] ’ complaint According to our records, we confirmed that due to an inadvertent error, Ms [redacted] ’ cancellation request was not processed until November 30, We spoke with Ms [redacted] on December 28, and applied a total adjustment of $to the account to offset the cost of the remaining account balance The account is now cancelled and reflects a zero balance Ms [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

May 9, 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 inquiry filed with your office by Mr [redacted] We appreciate the opportunity to address his concerns Based on the information provided, Mr [redacted] states that in February 2017, a Sprint store representative offered to reduce his monthly bill by $30, and offered a free Apple iPad mini and tablet Mr [redacted] advises that instead his monthly charges increased by $ Therefore, he is requesting assistance with these matters Our records reflect that Mr [redacted] added an iPad mini and tablet lines to his account in February 2017; one with a month Installment Billing Agreement (IBA) for $per month, and the other with a two-year service agreement, which provided the tablet at no charge Additionally, each line requires a monthly service plan We regret any possible misunderstanding that may have occurred regarding this matter In an effort to amicably resolve this matter, we offered to credit the accelerated equipment and cancellation charges contingent upon the return of the two noted device in good condition Mr [redacted] accepted this offer Accordingly, we sent prepaid packages to his billing address to facilitate the return of the devices, and we will credit the cancellation fees totaling $once they have been received Because the devices are not being used, we also applied credits totaling $to offset the associated activation fees, monthly charges, and applicable taxes for these devices Mr [redacted] stated he is satisfied with our handling of the matter and considers this matter resolved We value Mr [redacted] ‘s business If he needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

October 31, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted... on October 12, 2016. We appreciate your assistance in bringing our [redacted] ’s concern to our attention. According to the information provided, Ms. [redacted] expressed her dissatisfaction with the level of [redacted] service she received from Sprint while attempting to resolve her equipment concern. Ms. [redacted] further expressed her concerns with Sprint’s Total Equipment Protection, after she has established services with Sprint. According to the information included in her filing, Ms. [redacted] contacted Sprint on October 1, 2016 with the intent to obtain an upgrade to the iPhone 7 Plus device; however, she claims that the Store representative damaged her device while attempting to assist her by installing a protective accessory. Ms. [redacted] requested that Sprint review this matter, and provide her with a replacement device, without further cost to her. All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint [redacted] s are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first 30 days of activating a new device. TEP provides Sprint [redacted] s with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Ms. [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending in ***. Therefore, if the problem with Mr./Ms. [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his/her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms. [redacted] will be charged $25 for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period. If the problem with Ms. ***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he/she may contact Asurion, the program administrator, to file a claim. A $50 up to a $250 deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. We spoke with Ms. [redacted] on October 19, 2016, to discuss her concern in detail and relay the aforementioned information. During our discussion, we did advise Ms. [redacted] that as a subscriber to Sprint’s Total Equipment Protection (TEP), we urge she visit a Sprint authorized Repair Center for issues regarding her claim of a cracked screen on her device registered to phone number ending in ***. Although we are unable to validate that our retail representative caused the damage to Ms. ***’s device, in an effort to bring about an amicable resolution, we offered and she accepted a credit to her Sprint account for the deductible that was required to replace her device. Ms. [redacted] confirmed she is satisfied with the resolution. We appreciate Ms. ***’s taking the time to provide details of her experience with the local Sprint Store. We are continually striving to improve the quality of service provided to our [redacted] s. Please be assured that we value [redacted] feedback and will utilize this input to improve our training and processes. We regret any inconvenience this matter may have caused Ms. ***. If we can be of further assistance, Ms. [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. Executive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Christopher Cole Sprint Account XXXXX5897, Sandy Law Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MrChristopher Cole, on behalf of Sprint account holder, MsSandy Law We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, MsLaw disputed the final balance reflected on her Sprint account MsLaw stated that she discontinued her Sprint service in October 2017, and disputed the final balance which was forwarded to an outside collection agency MsLaw requested Sprint to credit her account balance and refund payments collected for services not used Sprint advertises and provides services in monthly increments If services are terminated before the end of customers’ billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan Although MsLaw elected not to utilize the service following her cancellation request on October 10, 2017, the service was available to her, and the full monthly service charge is valid I regret that this may not have been explained to MsLaw; however, this information is provided in our Terms and Conditions of Services, which can be viewed by visiting www.sprint.com/termsandconditions As a result of our review, we were unable to identify a Sprint billing error Unfortunately, our attempts to contact MsLaw via telephone and e-mail on December 7, 12, and 19, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter on December 12, 2017, to MsLaw’s billing address of record via USPS inviting her to contact us to confirm that her issues have been addressShe has not responded to our contact attempts; however, based on our account review, as a gesture of goodwill and in an effort to demonstrate world-class customer service, on November 28, 2017, we applied service credits to offset the outstanding balance reflected on MsLaw’s Sprint accountAs a result, MsLaw’s Sprint account is closed and reflects a zero balance We regret the loss of MsLaw’s business If this issue remain unresolved, we encourage MsLaw to contact us regarding any concerns she may continue to have with her accountMsLaw should have her PIN and/or security information available when she contacts usI can be reached by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

June 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 rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his rebuttal, Mr [redacted] states he will be forwarding all recordings and information to his lawyer and the FCC Based on the information provided, Mr [redacted] is disputing our network management practices; citing that he experienced reduced data speeds Sprint is committed to providing the best wireless broadband data service experience possible for its customers To ensure that all Sprint customers enjoy the best possible network experience, Sprint reserves the right to employ network prioritization to help protect against the possibility that unlimited data plan customers that use high volumes of data may occupy an unreasonable share of network resources This information is outlined in our Terms and Conditions of Services and was discussed with Mr [redacted] during his prior contact with our offices last year At that time, he elected to maintain his account with Sprint Based on our review of Mr [redacted] ’s account, our records reflect that he utilized 56GB of data on his most recent invoice As a result, his phone number may have been subject to network prioritization during the billing cycle May through June We spoke with Mr [redacted] on June 23, 2017, and advised him of the above information He agreed and accepted the resolution to change his plan back to the previous service plan on his account effective for his next billing cycle date, July 4, 2017, and the courtesy credit of $ We spoke again to Mr [redacted] on June 30, 2017, and reached and amicable resolution to provide a courtesy adjustment of $82.61, equivalent to one month’s invoice Mr [redacted] accepted this offer, and confirmed his complaint to be fully resolved If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

October 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX7850, Loretta W [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the follow up inquiry of MsLoretta W*** We appreciate your assistance in bringing our customers’ concerns to our attention In her subsequent inquiry, MsW [redacted] stated that she is experiencing the same issues with her new device as she did with her previous one In MsW***’s original complaint, she stated that after receiving multiple reconditioned Samsung Galaxy Jdevices as replacements that have not worked, she spoke to a representative on July 20, 2017, and was assured that she would receive a new device as a replacement She stated she received the replacement; however, after three weeks she began to experience issues with the phoneIn an effort to reach an amicable resolution, an exception was made and on September 18, 2017, we sent MsW [redacted] a new Samsung Galaxy Jdevice as a replacement All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warrantyIf the problem with his device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits The customer will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month periodIf the problem with MsW***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep Our records reflect that MsW [redacted] subscribes to the TEP option on her telephone number We spoke to MsW [redacted] on October 18, 2017, and provided her with this information We advised her that if she is continuing to experience issues with her device, it is necessary that she visit a service and repair center so that a proper diagnosis can be made We regret any inconvenience this matter may have caused MsW*** If I can be of further assistance, MsW [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst