Sprint Corporation

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] M [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s inquiry, he states that he returned his device and received credit for the non-return device charges; however, he has received his most resent billing statement and noticed that Sprint is billing him again for the non-return device charge As a result, he is requesting Sprint review this matter We appreciate the opportunity to address Mr [redacted] ’s complaint Our records indicate that we received his returned device on December 1, As a result, on December 12, 2016, credits totaling $were applied to his account to offset the non-return charge previously assessed to the account Additionally, on January 16, 2017, credits totaling $were also applied to his account to offset the disputed non-return charge once again in error Because Mr [redacted] received credit for the non-return device charges twice for only one charge, on January 27, 2017, a debit was applied to his account to remove the duplicate credit applied to his account Accordingly, no additional credit is due to the account We regret any inconvenience Mr [redacted] may have experienced as a result of this matter and thank him for being a loyal customer Should Mr [redacted] have any other questions regarding this issue, 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 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 26, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Ms [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assi***ce in bringing Ms***'s concern to our attention According to the information received, Ms [redacted] indicated that she did not receive a $gift card rebate as expectedAs a result, she requesting that Sprint provide her with the gift card We regret that Ms [redacted] experienced difficultyWe contacted her and learned that the gift card had been issuedShe advised that someone else received and used the gift cardTo resolve her concerns in an amicable resolution, we offered and Ms [redacted] accepted a one-time credit to her account of $to emulate the award We regret any inconvenience this matter may have caused Ms***Please contact me should there be any additional questions regarding this matterYou may contact me directly at ###-###-####, or by calling our office toll-free at ###-###-#### and referencing case number [redacted] I am available from a.mto p.m., Central Time, Monday through Friday Sincerely, [redacted] S Executive Services Analyst

We appreciate your bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] states that her surcharges have increased twice since she established service in November 2015, for which she is requesting an explanation We spoke with Ms [redacted] on March 30, 2016, and explained that a provisioning error occurred at the time of plan configuration, and as a result, she was not assessed the Federal USF Fee on her first two invoicesThis matter was corrected in January 2016, and the correct taxes were assessed beginning with her February billSprint also implemented a Lease Use Tax Recoupment Fee that went into effect on December 1, This information was included on page two of Ms [redacted] ’s November 30, 2015, invoiceAs a courtesy, we applied a credit of $to the account and Ms [redacted] expressed her satisfaction with this resolution We appreciate Ms [redacted] ’s feedbackProviding quality service is among Sprint’s highest of priorities, and we assure her that her feedback will be forwarded to the appropriate management teams for review We apologize for any inconvenience or frustration that Ms [redacted] may have experienced while attempting to resolve her concernsShould she have any additional questions or concerns, 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 Time Sincerely, [redacted] * Executive Services Analyst

January 14, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com File# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint for [redacted] This complaint was served to Sprint on January 8, According to the information received, Ms [redacted] expressed her disatisfaction with the level of service she received from the Sprint retail store while attempting to address her device concernsMs [redacted] stated in her complaint, that in December 2015, she upgraded phone number ending in [redacted] via our $iPhone Forever Lease promotionHowever, her December invoice reflected a monthly lease charge of $Therefore, Ms [redacted] requested that Sprint review this matter and resolve her concerns 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 Ms [redacted] ’s feedback Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that on December 21, 2015, Ms [redacted] upgraded phone number ending in [redacted] via our $iPhone Forever Lease promotionCustomers could lease an iPhone 6s, 16GB device via our $iPhone Forever promotionSprint required a month lease term and buyback of either an iPhone or Plus deviceAdditional Terms and Conditions for the $iPhone Forever promotion were available via our website, www.sprint.comFurthermore, Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/Lease On December 21, 2015, phone ending in [redacted] was upgraded to an iPhone 6s Plus, GB device with a month Lease AgreementTherefore, the aforementioned purchase did not meet the criteria of the $iPhone Forever Lease promotionFurthermore, Ms [redacted] ’s signed Service Agreement reflects that she participated in our iPhone Forever $monthly discount promotion On January 11, 2016, we spoke with Ms [redacted] and relayed the aforementioned information to herAs such, Ms [redacted] has expressed her satisfaction regarding the resolution of her concerns We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, /s/ Chanda L Executive and Regulatory Services Analyst [redacted] Alpharetta , GA

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives during her attempts to discuss a billing concern, stating that the charges are higher than she expected, and she has been unsuccessful in receiving an explanationShe requested that we allow her to cancel without incurring any cancellation fees and equipment charges We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Ms [redacted] ’ Sprint billingHowever, we unsuccessfully attempted to contact Ms [redacted] via telephone and e-mail on May 30, and June and 6, 2017, to discuss her referenced concernsWe also sent a letter to Ms [redacted] at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her reported concernsIn order for us to discuss the details of her account, she must be able to authenticate her account security informationAs a result, Ms [redacted] should have her account PIN and/or the appropriate response to her pre-selected security question available when she contacts us We believe that we can amicably resolve Ms [redacted] ’ reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

June 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 complaint of Ms [redacted] submitted on May 26, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the billing of her Sprint account related to a recent monthly Lease Agreement for an upgraded deviceMs [redacted] stated she was provided with an email from Sprint stating that the Lease Agreement for the upgraded device as well as a previous Installment Billing Agreement would be cancelled at no cost to herMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ***’s complaintOur records show that Ms [redacted] activated service with Sprint and currently subscribes to phone lines ending in ***, ***, 9734, and On November 14, 2011, Ms [redacted] activated phone line ending in Further, on January 2, 2015, Ms [redacted] purchased a Samsung Galaxy Sdevice via Sprint’s Installment BillingOn May 4, 2016, Ms [redacted] contacted Sprint regarding problems with the Samsung Galaxy Sdevice and Sprint agreed to cancel the Installment Billing Agreement at no cost to herOn that same date, Ms [redacted] purchased a new Samsung Galaxy SEdge device via Sprint’s Leasing program for phone line ending in We spoke with Ms [redacted] on June 3, 2016, to discuss her account concerns in detailMs [redacted] forwarded the email she referenced for Sprint to reviewUpon Sprint verifying the information that Ms [redacted] provided, Sprint contacted Ms [redacted] again on June 20, 2016, and agreed to cancel the aforementioned Lease Agreement for line ending in at no cost to her and credited $for the monthly lease charges that appeared on her May, invoice for that lineAdditionally, as a one time courtesy and in an effort to resolve this matter amicably, Sprint applied a credit of $to her Sprint accountMs [redacted] confirmed she was satisfied with this resolutionMs [redacted] will no longer be charged any monthly lease or installment billing charges associated with that line of serviceWe sincerely regret any inconvenience Ms [redacted] may have experienced as a result of this matterThe details of her experience have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can 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 Time Sincerely, [redacted] Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: I was misled by sales representative that promotion will be appliedIt is Sprint' s responsibility to train employees to do their job with knowledge and honerIt is deceptive to have your sales representatives treat customers this way and then not to take responsibility for their and companies actionsThis is exactly way I terminated my business with Sprint since they are admitting they made mistake but saying they can't fix itThere must be a way to give me my money back, customer or notYou can write me a check for the amount you owe meThere is a law in place against misleading and deceptive businesses practiceI need Revdex.com to judge on this matter and make the final recomendation because this emailing back and forward is not going to solve it Regards, Mladen M***

August 8, 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 complaint of Ms [redacted] submitted on July 19, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her current device, an iPhone PlusMs [redacted] stated that at the start of service, her desired device, an iPhone 6s Plus, was not available in the color she desiredMs [redacted] stated that she was informed by the sales representative if she activated the older model iPhone Plus device, that her desired device would be available in two weeks and that she could switch to the desired device at that timeAs such, Ms [redacted] returned to the retail store location two weeks later, requested to exchange her device to the iPhone 6s Plus device; however, her request was declined and she was informed that she could not upgrade again until she had her current device for one yearMs [redacted] requested that Sprint review this matter and replace her device with an iPhone 6s Plus device at no further cost to her Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on September 30, 2015, Ms [redacted] established service with Sprint by portiphone line ending in [redacted] and activated an iPhone Plus device via Sprint’s Lease program Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Ms [redacted] on August 1, 2016, to address her equipment concernsAt that time, we advised her that while she would not normally qualify for an upgrade until she had her current device for one year, she was eligible for an early upgrade to the iPhone 6s Plus device through Sprint’s iPhone Forever programAs an iPhone Forever customer, she would be eligible to get a new iPhone every yearHowever, since Ms [redacted] stated that the screen on her device is broken, she could not tuher existing deviceAs required by the terms of the early upgrade offer, the existing device must be in good working condition Based on our review of Ms [redacted] ’s device concerns, and to ensure a satisfactory and mutually acceptable resolution, we agreed to apply an adjustment of $to her account to offset the balance reflected on the July 22, invoice, which would allow Ms [redacted] the financial flexibility to repair the screen on her iPhone Plus device During a subsequent call on August 4, 2016, Ms [redacted] stated that she took her iPhone Plus device to a local Apple store to have the screen repaired; however, she declined the option for the available early upgrade to an iPhone 6s Plus device and instead wished to obtain the iPhone Plus device, once it becomes availableMs [redacted] confirmed she was satisfied with the resolution provided Should Ms [redacted] require further assistance with the upgrade of her device, we ask that Ms [redacted] contact the undersigned directly at the number noted belowWe sincerely apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter We appreciate Ms [redacted] taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***, an authorized account user on Ms [redacted] ’s Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he purchased an iPhone at one of our retail stores and that the promotion required that he trade in his device in order to receive a monthly credit to offset his new device’s lease charge He further stated that he is not receiving the monthly credit and he has to call the store to receive the credit Further, Mr [redacted] stated after the store changed managers, the new manager was not helpful in addressing this matter As a result, Mr [redacted] requested that we credit his account for the $that he paid for two consecutive months and that we reprimand the store manager We regret any possible misinformation that may have occurred, as well as any delay in resolving Mr***’s referenced bill issue Our records reflect that Mr [redacted] was not receiving the monthly credit to offset his device’s lease charge because he purchased his device one day after the promotion ended During our conversation with the account holder, Ms [redacted] , on July 10, 2017, she stated that Mr [redacted] traded in his device but was not received the monthly credit to offset his lease charge She further stated that the retail store representative no longer worked at the retail store We advised her that she had received credits to offset the device’s lease charges and that we would review her account and would call her again We contacted Ms [redacted] again on July 12, 2017, and advised her that our records reflect that from October to April 2017, she received credits to offset the lease charges and that credits totaled $ We further advised her that the contract was $for months and offered to credit the remaining balance of $in an attempt to reach an amicable resolution to this matter We further advised her that she will continue to be billed the monthly lease She accepted our offer and we credited $to her account, as agreed Ms [redacted] was satisfied with our resolution We appreciate Mr***’s taking time to provide details of his experience with our retail 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 Mr [redacted] and Ms [redacted] may have experienced If we can be of further assistance with this issue, they 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

May 5, 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-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he recently agreed to transfer ownership of some of the phone lines on his account and his account was billed lease cancellation charges for the leased device that were transferredHe stated he was advised that it was based on the credit evaluation of the new account owner and if they would agree to sign the lease agreement would be transferred and the charges removedHowever, the new account owner will not sign the lease agreement As a result, he is requesting to have the lease cancellation charges removed from his account We contacted Mr [redacted] on April 27, 2017, and he confirmed that the lease agreement was signed and his issue is resolved We appreciate Mr [redacted] taking the time to provide us with his feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his 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 ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern, Sprint is in receipt of the above referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers concern to our attention According to the information received, Mr [redacted] expressed his dissatisfaction with his final billing associated with his account, after the cancellation of services Mr [redacted] stated that he satisfied his account balance in full; however, he received an additional billing statement for a device that he returned upon the cancellation of his account As a result, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly We spoke with Mr [redacted] on March 8, 2017, and verified that his concern was previously resolved We have verified that the device in question has been received by our Returns warehouseBased on this, a credit for the $Lease Device Purchase Amount option billed to Mr [redacted] was applied to his account on March 1, Mr [redacted] confirmed that this resolved his inquiry We regret any inconvenience that these matters may have caused Mr [redacted] If I can be of further assistance, he can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that one of our authorized retail store vendors had not provided recurring Sprint service credits owed to him for participating in our recent iPhone device upgrade and Unlimited Freedom promotions He requested that we allow him to return his new device and provide a refund for all payments remitted toward that equipment We regret any misunderstanding that may have occurred as a result of Mr***’s recent purchases During our August through August 11, 2017, conversations with Mr***, we discussed his concern and ***ed with our authorized retail vendor At Mr***’s request, we removed the Total Equipment Protection option from one of his lines of service, confirmed his receipt of the Unlimited Freedom plan with Autopay for $per month plus taxes, surcharges, and additional purchases, confirmed his receive of a $monthly recurring account credit for each of two Samsung Jleases, closed two leases for the Samsung Galaxy Sdevices as satisfied, and applied credits to his account totaling $to meet the pricing that he described Mr [redacted] expressed satisfaction with our resolution We appreciate Mr***’s taking the time to provide us with the details of his Telesales experience With the information in his account, we were able to identify the specialist who assisted with the Telesales order Please be assured that the experience that Mr [redacted] described is not indicative of the level of service we expect from our employees The feedback he provided was forwarded to the appropriate management staff empowered to investigate and make changes in this area We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] W [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] W [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the performance of his LG Power X device He states that he has taken the device into a Service and Repair center several times, and the device continues to power off and on As a result, Mr [redacted] requested that we allow him to exchange his LG device a for a Samsung Sdevice free of charge We regret the issues the Mr [redacted] has encountered with his deviceWe spoke with Mr [redacted] on July 7, 2017, and determined the store was unable to process a replacement deviceAs a courtesy, we were able to reset his eligibility for him to purchase a new device of his choice on his line ending in *** Mr [redacted] stated that we have fully resolved his issues We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on June 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from our Customer Care group while attempting to resolve her account concerns According to Ms [redacted] , she contacted Sprint via online chat and inquired about the amount of her bill after cancellation and was quoted $1,According to Ms [redacted] , she confirmed the amount was quoted with two different chat representatives However, when she received her invoice it reflected a total balance due of $Ms [redacted] requested that Sprint review this matter We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our retail store We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for review Sprint has reviewed Ms [redacted] ’s complaint 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 website via 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 reviewed Ms [redacted] ’s complaint According to our records, Ms [redacted] established her account on September 9, 2015, and activated phone lines ending in ***, [redacted] and ***, purchased devices via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Sprint’s Leasing 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 the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.sprint.com/lease Further, our records show on June 4, 2016, Ms [redacted] ported-out the aforementioned phone lines to another wireless service provider prior to fulfilling the terms of the Lease AgreementAs a result, her account was assessed a total charge of $for the Lease Device Purchase AmountsFurthermore, Ms [redacted] contacted Sprint on June 6, 2016, via online chat and was advised that her balance was $1,prior to the invoice dated June 13, We spoke with Ms [redacted] on June 21, 2016, and provided her with our findings In an effort to reach an amicable and mutual resolution with Ms [redacted] , we offered to adjust the Lease Device purchase amount of $reflected on the June invoiceMs [redacted] accepted the offer and confirmed she has no further issues Currently, the account is cancelled with a zero balanceWe apologize for any inconvenience this matter may have caused Ms [redacted]

To whom it may concern: I want to thank you and let you know my problem with Sprint has been resolved satisfactorilyAgain--thank you [redacted]

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] expressed his dissatisfaction with the length of time taken to unlock his Sprint-branded device for use on another domestic carrier’s network Mr [redacted] requested that we unlock his device promptly We regret any misunderstanding that may have occurred related to our ability to unlock Mr [redacted] ’s equipment as requested “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 the insertion of another carrier’s SIM card (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s networkIn 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 associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options;The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; andThe device must be active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’s referenced iPhone 6S Plus device associated with his Sprint account is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device on February 7, We regret any inconvenience this matter may have caused Mr [redacted] If we 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

[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] The facts are not exactly as stated by Russell This matter should have been handled in a much spedious way without me having to go thru different supervisors, a lengthy wait period, and finally to the Revdex.com However, I find that this resolution is satisfactory to me Thank you for your assistance, I truly appreciate it Regards, [redacted] ***

October 4, 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 Ms [redacted] , submitted on September 16, We appreciate your assistance in bringing our customers' concern to our attention According to Ms [redacted] , she expressed her dissatisfaction with the level of customer service she received, while attempting to restore her servicesIn addition, Ms [redacted] states her bill increased due to prorated charges added to the account upon restorationMs [redacted] requested that we review this matter Sprint has thoroughly reviewed Ms [redacted] ’ complaintPlease note, we appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and are continually striving to improve the quality of service provided to our customersPlease be assured that we value MsFrank’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review As stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honored According to our records Ms [redacted] established a payment arrangement on June 8, 2016, to restore services to her accountDue to Ms [redacted] ’ services being restored she was assessed prorated charges, as reflected on her July billing invoiceAlthough the charges assessed to the account are valid, in an effort to reach a satisfactory and mutually acceptable resolution, on September 23, 2016, we applied an adjustment of $to offset the Late Fee and prorated charges assessed to the account, leaving the account with a collectable balance due of $ We spoke with Ms [redacted] on September 23, 2016, to discuss this matter in detail and relayed the aforementioned information to herMs [redacted] expressed her satisfaction with the resolution providedWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ Tracey [redacted] Tracey [redacted] Executive & Regulatory Services

We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] states that she agreed to change her shared plan from gigabytes without overage included to gigabytes with unlimited 2g data and no overage in order to lower her bill; however her next invoices were more than doubledAdditionally she expressed her dissatisfaction that she was not able to resolve the matter when she contacted our Customer Care department We spoke with Ms [redacted] today and resolved her concerns to her satisfactionUpon review of her account we confirmed that her gigabyte service plan was not set up correctly to have the access charges waived and due to multiple plan changes in the same billing cycle, a billing error occurredAs a result, credits totaling $were applied to her account and her service plan was updated effective May 20, 2016, to reflect gigabytes of High Speed data to be shared by each of her three phones and tablet for $per month with waived access charges as long as she keeps this planOnce the High Speed data is used, data service will continue with unlimited 2g data speeds at no additional costMs [redacted] was also advised that her new monthly service charges are estimated to be approximately $per month including taxes and her monthly equipment installment chargesMs [redacted] states that she is satisfied with this resolution and remitted payment of her current balance of $today We regret any inconvenience that these matters may have causedIf I can be of further assistance with these matters, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

August 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-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the quality of network coverage available in his area since activating his Sprint services in November Mr [redacted] stated that he was offered $service credit, which was removed after he changed carriers Mr [redacted] disputed the remaining equipment charges for his Apple and Samsung devices and requested that we waive those fees without being required to return the devices We regret that our network in Mr***’ area may not be meeting his wireless communication needs or expectation However, as stated in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere, and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections or slower service speeds or may otherwise impact the quality of service With respect, please 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 confirmed that the address associated with Mr***’s Sprint account is located within our coverage footprint, and we dispatched network engineers to his area for additional review Our engineers reported that our network is performing within parameters in that area and we were unable to replicate the issues he described During our conversation with Mr [redacted] on August 11, 2017, the above-noted information was discussed Additionally, we confirmed that the aforementioned $service credit was applied to his Sprint account on August 4, 2017, in an effort to retain his services Our records reflect that Mr [redacted] ported his services to another carrier on August 5, 2017; at which time, his Sprint account was assessed $for the remaining equipment charges, in accordance with his Sprint Lease Agreement [redacted] and Sprint Installment Agreement PR- [redacted] executed on November 22, We have also confirmed that no previous account credits have been reversed Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered Mr [redacted] the option of returning his Samsung Jhandset to us, in good condition, in exchange for our applying credits to his account totaling $to offset the remaining installment accelerated equipment charge assessed on August 5, Mr [redacted] accepted our offer and we mailed a return merchandise authorization (RMA) kit to the billing address of recordMr [redacted] confirmed that his issues have been resolved to his satisfaction and acknowledged that this offer expires on August 25, We regret the loss of Mr***’ business and any inconvenience these matters may have caused; however, we are pleased that we have resolved his concerns to his satisfaction If Mr [redacted] requires additional assistance with these concerns, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst