Sprint Corporation

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Better Business Bureau Case— [redacted] Revdex.com Referral Name— [redacted] *** Sprint Account—xxxxx*** Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information provided in the complaint, Ms [redacted] stated that when she initially signed up for our services at one of our third-party retailers, she was asked to pay $as a down payment on her equipment Ms [redacted] canceled her services and expressed her dissatisfaction with her experience at the Sprint store and has requested a refund for the $payment Our records reflect that Ms [redacted] made a cash payment of $on April 10, 2017, for the activation fee, applicable taxes and surcharges We have processed a refund check for $34.90, which Ms [redacted] should receive within the next business days Ms [redacted] stated that she did not receive a receipt for the $cash payment Therefore, we referred this matter to the management team of the third-party store that she visited In an effort to bring closure to this matter, the store has agreed to process a refund check for $ In accordance with our Sprint Satisfaction Guarantee, Ms***’ account is now closed with a zero balance We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our third-party retail team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Katherine D.Executive Analyst

November 22, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , *** Sprint Account xxxxx*** 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 reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] states that he activated service with Sprint after being informed by one of our retail store representatives that he will have coverage everywhere in his local areaHowever, Mr [redacted] states that within the first month of service, he determined that the service was less than desirable He also indicates that the Buy One Get One (BOGO) offer did not award, and after attempts to resolve the network and billing issues without a satisfactory resolution, he canceled his service by porting to another mobile carrierAs a result, Mr [redacted] is disputing the lease cancelation charges reflected on the October 12, 2016, invoice as a result of these issues, and he is requesting a partial refund for the amount he paid to SprintWe regret the difficulty that Mr [redacted] experienced while attempting to use his devices Based on a review of our records, his local area is in one of our best Sprint coverage areas Further, the closest tower is miles away from his home with other cell towers surrounding his area within a to mile radius Furthermore, there are no network alerts or alarms on any of the cell sites in his area A review of our records also reflects that a manual adjustment was applied to Mr [redacted] ’s account regarding the aforementioned BOGO offer, and he was informed thereafter that to billing cycles may elapse before the systematic BOGO credit is appliedWe also informed Mr [redacted] that the lease cancelation and lease device purchase charges are considered valid since the leased devices were given to his new mobile providerTherefore, no credits will be applied to offset the lease purchase and cancelation charges However, in an attempt to reach an amicable resolution, we agreed to reverse the last two payments rendered on his account in the amounts of $and $126.04, which offset a portion of the monthly service charges incurred from May to September Mr [redacted] accepted this resolution and he is satisfied As a result, Sprint considers this matter fully addressed and resolvedWe regret Mr [redacted] ’s decision to cancel his serviceShould there be any additional questions or concern regarding this matter, I 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 TimeSincerely, Bridgette 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 I appreciate your help in getting this resolved and regret that you had to be involved due to their lack of response initially Regards, [redacted] ***

This is in response to the letter received by our organization on August 11, regarding [redacted] We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important According to the information provided, Ms [redacted] ’s filing expressed her dissatisfaction with receiving defective handsets for phone lines ###-###-#### and ###-###-####Ms [redacted] is requesting that the devices be replaced at no additional cost Sprint has reviewed Ms [redacted] ’s complaint and notes that we contacted Ms [redacted] on August 18, 2015, to further discuss her concernsDuring that call, we advised Ms [redacted] that we have determined that the devices in question for phone lines ###-###-#### and ###-###-#### are currently enrolled in the Sprint Total Equipment Protection (TEP) programTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their handset or device that is not covered under the provisions of the limited one-year manufacturer’s warrantyThere are two components to TEP: the Equipment Replacement Program (ERP), and the Equipment Service & Repair Program (ESRP)The ERP covers the handset/device for loss, theft, physical and liquid damage, and has a $to (depending on device model) deductible per claim, with a limit of three claims in a consecutive 12-month periodThe Equipment Service & Repair Program portion of the Total Equipment Protection covers the handset/device for mechanical/electrical problems, wear and tear and routine maintenanceCustomers that subscribe to the $to $monthly TEP option can go to a Sprint Retail store and Service Center to have their handset/device repaired at no additional charge while they wait, as long as the device is repairableIf the handset or device is not repairable, it will be replaced via the provisions of the TEP program, if applicableTo view additional details concerning TEP, ERP and ESRP, please visit our web site, at www.sprint.com/TEP, or view the brochures that are available in our retail stores In an effort to settle this matter, we have agreed to apply a partial credit of $to Ms [redacted] ’s account to offset her outstanding balanceIn addition, we have also agreed to apply a credit to her account for the deductible fees for both of the aforementioned phone lines upon receipt of the notification that the replacement devices have been orderedMs [redacted] expressed her complete satisfaction with this resolutionPlease note that no additional offers are available at this timeWe trust this letter responds to your inquiryWe apologize for any inconvenience this may have caused If we may be of further assistance, you can reach me by calling the Executive & Regulatory Services Department toll-free at ###-###-#### or directly at ###-###-####We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time Sincerely, /s/ Catherine D [redacted] Catherine D [redacted] Executive & Regulatory Services

April 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 Ms. [redacted] . We appreciate the opportunity to address her concerns. Based on the information provided, Ms. [redacted] states that she added a mobile hotspot to her account because she was offered an unlimited high speed data plan for $25, but later found out that we do not offer an unlimited plan with this device. Therefore, Ms. [redacted] is requesting to cancel the hotspot and return it. Our records reflect that Ms. [redacted] added a hotspot to her account on March 27, 2017, with an Installment Billing Agreement (IBA), and was provisioned with our 1 gigabyte of high speed data service plan. Due to any possible miscommunication regarding the plan, we offered to waive the accelerated equipment charge contingent upon the return of the mobile hotspot in good condition. Ms. [redacted] accepted the offer. At her request, we canceled the line associated with the mobile hotspot, and sent a prepaid UPS package to facilitate the return of the device. Once we receive it, we will adjust the $144 accelerated equipment charge. We regret any inconvenience that this matter may have caused Ms. [redacted] and appreciate her business. If she needs further assistance, she can contact me toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7 a.m. to 5 p.m., Central Time. Sincerely, Michal M. Executive Services Analyst

January 20, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr*** [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr***’s complaint, he does not understand why his account is assessed the $Account Spending Limit (ASL) chargeHe is also not interested in establishing autopay and eBilling to avoid the fee We regret any misunderstanding that may have occurred regarding the $Account Spending Limit Program chargeFor clarification, Mr***’s account was activated with a $per line spending limit based on the results of the credit evaluation performed when he established service with usThe spending limit program is designed as a convenient service to help customers monitor their account spendingSprint helps spending limit customers manage their wireless bill by establishing preset spending limits and alerting them via a text message when they are near, at, or over their account spending limitThere is a cost to support the program, and the $monthly fee helps us to defray that costTo avoid the $ASL charge, customers are required to enroll in both automatic recurring payments and eBilling We spoke with Mr [redacted] and offered to have his account reviewed by our Credit Department for a one-time credit upgradeBased on Mr***’s excellent account history, we were able to remove his account from the ASL programAs a result, he will no longer incur the $ASL charge Mr [redacted] is pleased with the actions takenIf I can be of further assistance regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

August 11, 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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention In Ms***’s follow up filing, she stated she did not agree with our resolution response to her complaintMs [redacted] stated that on March 4, 2017, Sprint offered her a sales promotion to purchase an iPhone 7, 32GB device with a $monthly discount via Sprint’s Lease program, with the tuof a qualifying phoneMs [redacted] stated that upon accepting the aforementioned offer, and the turn in of her iPhone device, her monthly invoices did not reflect the monthly leasing discountTherefore, Ms [redacted] requested that Sprint review this matter and modify her Lease Agreement associated with her iPhone device purchase to reflect the $monthly discount and to allow ownership of the phone As stated in our initial response, 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 pricingAs stated in our now expired iPhone on Us with Lease and Trade in Promotion, customers must turn in a qualifying, working and physically undamaged Smartphone device, from an approved listOur records reflect that Ms***’s iPhone device disqualified her from receiving the promotional credit as it was not on the list of approved devicesHowever, she received a buyback credit which reflects on her March invoice 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 Furthermore, our records reflect that between April through July 2017, our Customer Care management team we spoke with Ms [redacted] regarding her equipment purchase concernsAs such, she was advised that no sales related errors were confirmed We spoke with Ms [redacted] on August 1, and relayed the above information to herIn an effort to reach an amicable resolution, on August 1, 2017, we applied a one time courtesy adjustment totaling $120, towards her account balance, which will be reflected on her next invoiceShe is fully aware that her future invoices will reflect a $lease chargeMs [redacted] has confirmed her understanding of the information that was relayed to herAs a result, we respectfully decline her request to waive her valid lease agreement We attempted to contact Ms [redacted] via telephone and email on August 8th and 10th of Unfortunately, we have been unsuccessful at reaching herWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the accountMs [redacted] should have her PIN and security information available when she contacts us We regret any inconvenience this matter may have caused Ms***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 a.mand p.m., Central Time Sincerely, Chanda L 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 12257337, and find that this resolution is satisfactory to me. Ann was very helpful in getting this resolved. Regards, [redacted]

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s subsequent complaint, she disagrees with our findings advising that she was not informed that the Switch to Sprint buyout promotion was not valid if she returned the devices within the Sprint Satisfaction Guarantee time period She also states that the she turned in four devices to Sprint and only received reimbursement for three The Switch to Sprint promotion is designed to assist in alleviating the burden of switching costs to consumers in order for Sprint to acquire new customers It is not intended to pay switching costs for consumers temporarily switching to Sprint and cancelling during the Sprint Satisfaction Guarantee time period Registration for the offer includes the terms and conditions that stipulate the account must be active post return period As such, while Ms [redacted] may disagree with these findings, we are not in a position to provide her reimbursement Ms [redacted] also indicated that she turned in four devices to Sprint Our records indicate that three devices were submitted for buyback and three Electronic Serial Numbers (ESNs) were registered for the buyback offer Ms [redacted] will need to provide proof of registration and return for a fourth device if she continues to dispute this matter and we will investigate further We regret that our service did not meet Ms [redacted] ’s expectations If Ms [redacted] 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

[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 I just want you to know how thankful I am that the Revdex.com existsI have never had to use it before but all of this with sprint was crazy, I was getting no where on my own and felt pretty helpless and frustratedI really appreciate you taking the time to help me deal with thisOnce the Revdex.com was involved, I have very fast and appropriate resolution to the issue 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 started this process with the single purpose to waste as much time of Sprint's as I possibly could, they have been nothing but rude to me during this whole processI have been hung up on, lied to, stalled, and generally treated poorly, after they billed me for a service I never requested I would like to continue to waste their time, but it appears that they are just trying to get me to cancel at this pointI do hope that they appreciate all the time that they have wasted of my wife's time when she has to call every month to battle over a dollar charge And I am patiently awaiting the day that they mess up my next bill Regards, [redacted]

June 15, 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 his inquiry, Mr [redacted] expressed his dissatisfaction with a delay in unlocking an iPhone Plus device previously associated with his Sprint account for use on another network, advising that the new owner of that device has informed him that it cannot be activated with his chosen service carrier Mr [redacted] requested that we unlock that device or provide a refund of its cost We regret any misunderstanding that may have occurred with Mr [redacted] ’s device unlock request “Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our equipment unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options; • the account associated with the device is in good standing; • the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; and • the device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] satisfied his financial obligation for the referenced device on April 5, 2017, and that the device is eligible for SIM unlocking In addition, our records reflect that the SIM unlock information was transmitted to the device on May 27, As such, we are unable to identify any error on the part of Sprint related to this matter During our June and 15, 2017, conversations with Mr [redacted] , we discussed the information outlined above and respectfully declined his refund request Although we met Mr [redacted] ’s equipment unlock request, he reiterated his dissatisfaction and requested that we, instead, allow him the opportunity to return the iPhone Plus device for refund We were unable to honor that request; however, in an effort to fully address his concerns and meet our commitment to excellence in customer service, we offered to apply courtesy credits totaling $to his account to offset an amount equivalent to the equipment installment billing charges paid toward that device contingent upon the timely return of the previously-described device to us, in good working order, using prepaid shipping materials that we would send to him Mr [redacted] declined that offer and then requested that we allow the return of the described device provide a $1,refund check to him We reminded Mr [redacted] that we met his initial equipment unlock request on May 27, As such, we respectfully declined his request and informed him that no further refund or credit offer related to this concern would be warranted While it is our goal to resolve all concerns brought to our attention, we regret that we were unable to in this situation We believe that we have fully addressed the concerns brought to our attention, and our position remains unchanged We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, or if Mr [redacted] would like to provide additional information for our consideration, he 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

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of 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 declining to terminate his newly-activated Sprint services and allow him to return his new Sprint devices to the point of sale, advising that he was informed by our retail representatives that we could not take those actions and return his surrendered equipment from his previous provider without the store manager, who was not availableMr [redacted] requested that we terminate his Sprint services, accept the return of his Sprint devices for refund less the required restocking fee, and provide his surrendered devices to him as soon as possible We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred related to our ability to cancel his services and return his surrendered devices to himOur records reflect that Mr [redacted] established service with us on April 26, 2017, when ported six mobile numbers to our network from another provider and that he attempted to return those lines of service and return his Sprint devices to the point of sale on May and 11, Based on the terms of our 14-day Sprint Satisfaction Guarantee program, Mr [redacted] had until May 10, 2017, to take the actions noted aboveAs a result of the information he provided related to his experience in the referenced retail location, we forwarded his inquiry to the district manager of the referenced retail location for assistanceOur records reflect that Mr [redacted] was contacted by representatives of that management team that same date but that Mr [redacted] advised that he had changed his mind and decided to continue service with us During that conversation, Mr [redacted] also inquired about promotional concerns unrelated to this inquiryWe are pleased that we were able to address those concerns to Mr [redacted] ’s satisfaction We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail 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 inquiry to improve our sales and customer service training and processes We regret any frustration these matters may have caused Mr [redacted] but are pleased that he has made the decision to continue service with usIf he has any additional questions regarding the actions taken to resolve his reported concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

July 31, 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 inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns In Ms [redacted] ’s inquiry, she advised that she has been unable to upload her previous carriers’ invoice for reimbursement of cancellation fees pursuant to the terms of our contract buyout promotion and that she cannot log into her Sprint account via our website She further advised that she cannot use data services while she is on a call, and that her son’s wireless device rings when someone attempts to call her number She requested that we address those concerns We confirmed that we received a copy of Ms [redacted] ’s final invoice from her previous carrier reflecting the accelerated equipment balances, and that promotional gift cards totaling $for her [redacted] line of service and $for her [redacted] line of service are being processed accordingly Ms [redacted] should receive those cards within two weeks We were unable to identify the source of Ms [redacted] ’s online account access issue Therefore, to restore that access, we had her online account profiles removed from our website so that Ms [redacted] can set up a new online profile via our website During or conversations with her, we explained the information outlined above In a further effort to assist with her online account access concern, we also assisted with changing her account PIN Additionally, Ms [redacted] advised that, after speaking with representatives of our technical support department, the issue with her son’s device ringing when a call was placed to her number was resolved We that explained to Ms [redacted] that Sprint does not advertise that our devices are capable of providing Simultaneous Voice and Data (SVD) and/or Simultaneous Voice and Data Only (SVDO) usage on our network However, SVD can be achieved with either LTE or coverage; CDMA and LTE or CDMA and are the primary combinations for SVD The experience varies when using SVDO, and not all devices are SVD/SVDO capable Additionally, we advised Ms [redacted] that that the features of each device are listed online and in the devices’ manuals Ms [redacted] indicated her understanding of the information provided but described unfavorable customer experiences while attempting to address her reported concerns We appreciate her taking time to provide details of her 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 these matters may have caused Ms [redacted] If she needs further assistance with these issues, she can contact me by calling our department toll-free at ###-###-#### I am available Sunday through Thursday from a.mto p.m., Central Time Sincerely, Shari DExecutive Services Analyst SD/mm

March 16, Kansas City Revdex.com Ward Pkwy, 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 for [redacted] This complaint was served to Sprint on March 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received from our Customer Care group while attempting to address his billing concernsMr [redacted] stated that upon porting-out phone number ending in to another wireless service provider, he was charged a $Early Termination Fee and an Installment Billing accelerated charge of $Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Mr [redacted] ’s feedback Sprint has reviewed Mr [redacted] ’s complaintOur records reflect that on October 22, 2014, Mr [redacted] upgraded phone number ending in via a two-year Service AgreementPlease be advised that cancellation of services prior to the fulfillment of the two-year Service Agreement will result in an Early Termination FeeOn December 2, 2015, Mr [redacted] upgraded the aforementioned phone number via our Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customer On January 8, 2016, Mr [redacted] ported-out phone number ending in to another wireless service providerHowever, due to an inadvertent error, Mr [redacted] was charged a $Early Termination Fee as reflected on the January invoiceAlso, his account was assessed an Installment Billing accelerated charge of $690, which was also reflected on the January invoiceOur records show on February 7, 15, and March of 2016, Mr [redacted] contacted Sprint to dispute his January invoiceAs such, Sprint investigated his billing concerns and as a result, on March 3, 2016, we applied a total adjustment of $to offset the Early Termination Fee reflected on the aforementioned invoice On March 3, 2016, we spoke with Mr [redacted] regarding his billing concernsAs such, he confirmed that his billing concerns were resolvedMr [redacted] has expressed his satisfaction regarding the resolution of his billing concernsWe 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 by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

January 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Andrew L [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, MrL [redacted] again expressed his dissatisfaction with device billing on his accountHe stated that the device associated with the charge was paid in full, but he was being advised that he has been billed for the equipment We have completed an additional review of MrL***’s billing concernWe find no recorded transaction that reflects payment for the deviceWe have offered the option to research further if provided with payment information, but MrL [redacted] has again declined as he has previously returned the device for credit of the billed chargesIn order to fully investigate any concern MrL [redacted] may have with regards to a missing payment, we would need a record of the transaction to move forwardShould MrL [redacted] decide to investigate this further, we invite to contact our office directly for assistance We appreciate MrL***’s taking time to provide details of his experiences 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 We regret any inconvenience this matter may have caused MrL*** If I can be of further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 9, 2017 RevDex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] B. [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] B. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed dissatisfaction with the level of customer service that he received from our customer care representative, while trying to resolve a billing issue. Mr. [redacted] stated when he ported over to Sprint, he was told by our sales representative his plan will be $188 including taxes and other fees; however, he received his invoice and it is close to $300. Lastly, he states he made a payment of $120 and still received notifications that his services will be suspended. Mr. [redacted] is requesting that honor what he was told by our sales representatives, and to also have an option that allows customers to speak with our representatives. Our records reflect that Mr. [redacted] established service with us on January 29 2017, with five lines of service, and purchased three devices under 24-month installment agreements, and two under 18- month installment agreements. Subsequently, Mr. [redacted] took advantage of our ongoing promotion, where he gets a free IPhone SE 16GB with every IPhone 7 purchase. Mr. [redacted] purchased two IPhone 7 32GB, and received two IPhone SE 16GB free, along with a free LG X device. His account was set up on our Unlimited Freedom plan for $55 per month for the first line, $45 second line, and $35 for the third through the fifth lines. The Unlimited Freedom plan for $180 for five lines required auto payment, which Mr. [redacted] did not setup, when the plan was selected, thus voiding the promotional plan price. We also pulled and listened to the call with the sales representative, and we were able to confirm Mr. [redacted] was provided the right information. We also confirmed his services were not suspended, and the $120 he paid was the down payment for the two IPhone 7 32GB devices. During our discussion with Mr. [redacted] on May 2, 2017, the information outlined above was explained to him. Mr. [redacted] then asked if we can extend his payment arrangement. We were able to extend it until May 12, 2017. We appreciate Mr. [redacted] for taking the time to provide us with his experiences with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Mr. [redacted] ’ issue. If we can be of further assistance with this matter, Mr. [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext. ***, Monday Tuesday, Thursday and Friday, between 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Shola A. Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he upgraded his phone on November 14, 2016, and was to return his old device for a tracredit that would reduce the monthly cost of his new device Mr [redacted] advised that the new device is currently billing out approximately $more per month because the tracredit wasn’t applied He also indicates that the old device was returned to Sprint in a timely manner; however, his account was billed a non-return fee for the device, which was subsequently adjusted We attempted to contact Mr [redacted] by phone and email on May 30, 2017, to discuss his dispute in detail We received a reply to our email suggesting the complaint be discussed via email We replied to Mr [redacted] advising that we can discuss the matter via email; however, we first need to authenticate his account with the PIN or security question answer We did not receive a response to the request for account authentication and to date, we have called and emailed Mr [redacted] several more times without a response Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint While we cannot discuss the specifics of Mr [redacted] ’s account without the aforementioned account authentication, we note that the tracredit Mr [redacted] is referring to in his complaint was applied upfront to the original purchase agreement, which reduced the total amount being financed resulting in lower monthly payments for the upgraded device When we were originally unable to locate the traded device, we charged that credit back to Mr [redacted] ’s account; however, we reversed the charge back after the device was located These actions did not impact Mr [redacted] ’s current equipment installment agreement Based on our review, the monthly installment price for Mr [redacted] ’s current device includes the trade in credit outlined in his complaint As a result, we were unable to identify a Sprint billing errorMr [redacted] can also view his equipment installment agreement online at www.sprint.com which outlines the reduced cost of his device based on the tracredit offer If Mr [redacted] has further concerns after reviewing this agreement, we ask that he contact our office to discuss We look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest opportunity I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

September 27, 2017 RevDex.com 8080 Ward Parkway, Suite 200 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 complaint of Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms. [redacted] states that she switched to Sprint from another carrier; however, she was not satisfied with Sprint’s network performance and thus canceled her service within Sprint’s 14-day Satisfaction Guarantee time frame. As a result, she is requesting that Sprint credit her account for any charges incurred. . Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. If a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within 14 days of activation (day 1 of the 14 days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned). Our records reflect that Ms. [redacted] cancelled her services within Sprint’s 14-day Satisfaction Guarantee timeframe. As a result, credits have been applied to her account to offset the disputed charges incurred. Her account has been finalized with a zero balance. Additionally, we processed a refund check for $20. Ms. [redacted] should allow ten days for receipt. Additionally, we have contacted the outside collection agency and advised them to cease further collection efforts on this account. In addition, they will request that the credit bureaus remove any negative reporting from your credit record regarding this issue. Please direct any questions regarding the update to your credit report to the outside agency and allow up to 90 days for completion of this process. We appreciate Ms. [redacted] for taking the time to provide us with the details of her experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7 a.m. and 5 p.m., Central Time. Sincerely, [redacted] *.

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My 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***, who wrote in on behalf of the account holder [redacted] ***, stated that when they purchased their iPhone devices on lease agreements, they were advised that they would be able to upgrade every months He stated that he recently attempted to upgrade his devices and was advised that he was not eligibleIn addition, he stated that one of the devices on the account would not function properly and was advised that if he returned the device, that he would receive credit for the cancellation fees and to date, has not received the credit He is requesting a resolution to these issues As stated in our Terms and Conditions of Service, 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 offeredUpgrade 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 ratesIt 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 Mr [redacted] can access this information via www.sprint.com/upgrades or text Upgrade to [redacted] 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/lease Further, our records show that phone number ending in [redacted] was cancelled and the device returned and Mr [redacted] account was credited for the device purchase price in the amount of $ His account reflects the lease cancellation charge in the amount of $102.32, which is a valid charge We spoke to Mr [redacted] on April 25, 2017, and provided him with the above referenced information In an effort to reach an amicable resolution, we reset the upgrade eligibility for the numbers ending in ***, ***, ***, and ***, as Mr [redacted] requested We offered and Mr [redacted] accepted a courtesy credit in the amount of $for the lease cancellation fee for the number ending in ***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 RExecutive Services Analyst