Sprint Corporation

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 [redacted] submitted on May 10, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms. [redacted] ’ concern. According to the information provided, Ms. [redacted] expressed her dissatisfaction with her account being assessed data overage charges as reflected on her monthly invoices. Ms. [redacted] stated that her devices were used as Mobile Hotspots, without her consent. Ms. [redacted] requested that Sprint review this matter and take the appropriate action. Sprint has reviewed Ms. [redacted] ’ complaint. Our records indicate that Ms. [redacted] had four lines of services, which were configured onto our 10GB Data Shared plan with Unlimited Talk and Text. Ms. [redacted] accrued data overage charges due to the lines of services on her account exceeding the allowed gigabytes of data as reflected on her March 2017 invoice. On April 17, 2017, Ms. [redacted] contacted our Customer Care group and requested a price plan change. At that time, Ms. [redacted] ’ four lines of services were placed on our Unlimited Freedom plan. Additionally, on May 4, 2017, Ms. [redacted] spoke with our Customer Care group regarding the data overage charges generated on her April 2017 invoice. Accordingly, an adjustment of $120 was applied to Ms. [redacted] ’ account to offset data overage charges as reflected on the aforementioned invoice. We spoke with Ms. [redacted] on May 12, 2017, and relayed the above information to her. During that call, we confirmed with Ms. [redacted] that her price plan was updated to our Unlimited Freedom plan and she received an adjustment for $120 for data overage charges. In addition, we applied an adjustment for $54.34 to offset the remaining data overage charges assessed to her April 2017 invoice. As a result, Ms. [redacted] received a total adjustment for $174.34 for data overage charges generated on her March 2017 and April 2017 invoices. We confirmed her remaining balance of $245.81 is valid for monthly recurring charges and applicable taxes as indicated on the April 2017 invoice. Ms. [redacted] expressed her satisfaction with the resolution to her account concern. We regret any inconvenience Ms. [redacted] may have experienced regarding this matter. If Ms. [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between 7 a.m. and 5 p.m., Central Time. Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

I had a prior issue with sprint back in January and I am still waiting for a supervisor to call me back regarding my plan The reason for this complaint filing is because during my most recent conversation with the sprint rep, they absolutely did not assist me at all regarding the late fee that was posted to my account and I want that last call to be reviewed by a supervisor

Tell us why here...March 23, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on March 7, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the replacement device he received from our program administrator, Asurion as part of Sprint’s Total Equipment Protection (TEP) programMr [redacted] stated that he sent his device for repair; however, he received a replacement device of a different make and model, which was in poor condition with no SIM cardMr [redacted] requested that Sprint review this matter and provided him with a new device Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] upgraded his device associated with phone line ending in [redacted] on October At that time, he purchased a Samsung Galaxy SEdge device via Sprint’s Monthly Installment Billing programOur records further indicate on October 23, 2016, Mr [redacted] performed an equipment swap between phone lines ending in [redacted] and ***As such, the device Samsung Galaxy SEdge device was activated on phone line ending in *** Upon completion of the upgrade for the aforementioned phone line, Mr [redacted] elected to enroll phone line ending in [redacted] in our Total Equipment Protection (TEP) plan, which provides Sprint customers 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 warrantyTherefore, if the problem with Mr [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his devices will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Our records reflect that on March 1, 2017, Mr [redacted] filed a claim with our program administrator, AsurionSubsequently, Mr [redacted] received his replacement device associated with phone line ending in [redacted] on March 4, Thereafter, on March 7, 2017, Mr [redacted] ported-out phone line ending in [redacted] to another wireless service provider, prior to completing the terms of the respective Installment Billing AgreementTherefore, his account was assessed Installment Billing accelerated cancellation charge of as reflected his future billing statement We spoke with Mr [redacted] on March 21, 2017, to discuss is concerns and relayed the above information to himAt that time, we offered Mr [redacted] the option of returning the device associated with phone line ending in [redacted] to our Returns warehouse in exchange for the waiver of the Installment Billing accelerated cancellation chargeTo facilitate the return of the device we mailed Mr [redacted] a return kit to the address on fileUpon the confirmation of the device return, we will adjust the above chargesWe ask that Mr [redacted] allows between 10-days for this process to be completed, after the device is received at our Returns warehouse Mr [redacted] confirmed acceptance with the resolution provided Furthermore, we urge Mr [redacted] to contact the undersigned directly at the phone number noted below to advise that he shipped the device to our Returns warehouse to ensure that his account is adjusted accordingly If Mr [redacted] has any questions regarding the issues discussed herein, he can contact me toll-free at ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory 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] . I have spoken to [redacted] and she was able to refund me the charges. Regards, [redacted] ***- [redacted]

May 24, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , Ms [redacted] Sprint Account# xxxx [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on May 12, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] asserts that an unauthorized account was established in her name, without her authorization or knowledge Ms [redacted] further stated upon discovering that a Sprint account had been established in her name, she obtained a police report and completed a fraud packet which she mailed to our Fraud Management group for investigation However, she has not received a response from our Fraud Management groupMs [redacted] requested that Sprint investigate this matter, adjust the erroneous charges and remove all negative reporting from the credit bureaus Sprint’s Fraud Management group investigated Ms [redacted] ’s concerns and confirmed fraudulently activityAs a result, we have requested that the outside collections agency remove all negative reporting from this inquiry We ask that Ms [redacted] allows up to days for completion of this process We spoke with Ms [redacted] on May 16, 2017, to discuss this matter and relayed the aforementioned information to her At that time, Ms [redacted] acknowledged that she spoke with our Fraud Management group about this matter and she received a settlement letter from our Fraud Management group exonerating her of any responsibility for the account in questionHowever, Ms [redacted] expressed her concerns with the inability to contact our Fraud Management group previously to resolve this matter We appreciate Ms [redacted] taking time to provide details of her experience with our Fraud Management groupWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ Mr [redacted] Mr [redacted] Executive & Regulatory Services [redacted] cc: [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 I have decided to accept Sprint's credit adjustment for $At the same time, I would like to state that my acceptance of this settlement assumes that no additional charges have been added to my account and I request that Sprint provide me with an updated statement showing the new, corrected balance of my accountI would like to mention that texts coming from strangers continue to flow into my phone, including another [redacted] money transmittance notice with an individual's name on itI texted back STOP a couple of times, but that has not helpedSprint should recognize the privacy intrusion that this sort of thing imposes on people, and should consider giving it the consideration it deserves Regards, [redacted]

July 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with his unfavorable customer experience while attempting to resolve an issue with billing Mr [redacted] stated that he moved to an area with poor network performance and as a result he ported to another carrier He stated that he returned his device to his local Sprint store as directed Mr [redacted] also noted that he received an invoice with cancellation fees after being assured that he had no contract with SprintMr [redacted] requested that all cancellation charges be removed from his Sprint account, all collection efforts be ceased, and any negative reporting be deleted Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 14-day Sprint Satisfaction Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage As a result, if customers change their service address, we cannot guarantee the availability of Sprint coverage Consequently, if the lack of coverage at the new service address causes customers to cancel their service, the Early Termination Fee associated with their Subscriber Agreement is applicable Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Lease Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his Lease Agreement, service plan, or other monthly charges on Sprint’s part during the activation of his service plan We contacted Mr [redacted] on June 28, 2017, and outlined all information referenced above and advised that pursuant to the terms of his Lease Agreement, he could chose to return his leased device to Sprint or pay the $End of Lease (EOL) Purchase Option Amount; however, he would still be responsible for the remaining lease payments We verified the Mr [redacted] returned the device to his local Sprint store and on January 15, 2017, we applied a credit of $to offset the EOL, leaving a balance of $ We advised Ms [redacted] that if he can provide a utility bill with his new address, and we can verify that Sprint has no coverage in that area, we will remove the remaining balance Mr [redacted] stated that he understood our offer and will forward that information to our office for review We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value 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 we may be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana TTwana TExecutive Services Analyst c: Mr [redacted]

December 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Mr [redacted] on December 24, 2015, regarding his account concernWe are confident his issue has been addressed and resolved to his satisfaction In his inquiry, Mr [redacted] states he upgraded two devices in August He is experiencing issues with the devices charging and overheatingAs a result, he is requesting we review the matter All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect 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 warrantyIn addition, Mr [redacted] is beyond our day equipment return period In an effort to reach an amicable resolution, on December 24, 2015, we reset Mr [redacted] ’s device upgrade eligibility on phone numbers ending in and Consequently, Mr [redacted] went to a store and upgraded his devicesWe sent Mr [redacted] a return kit to return the defective devices We regret any inconvenience Mr [redacted] may have experienced as a result of this matterIf we can be of further assistance, you can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive Services Analyst

May 19, 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 Ms [redacted] We appreciate the opportunity to address her concerns Based on the information provided, Ms [redacted] states that she canceled within the 30-day Satisfaction Guarantee period, returned her phones, and was billed for a month of service Therefore, Ms [redacted] is requesting that we review this matter and send her a refund Our records reflect that Ms [redacted] activated service on November 30, 2016, and canceled on December 19, We confirmed that Ms [redacted] was within the 30-day Satisfaction Guarantee period, and that she returned her phones We also confirmed that she has now received a refunds totaling $1,223.40, which is equal to all of the payments that she remitted for activation fees, phones, and monthly charges She informed us that she considers this matter fully resolved We regret any inconvenience that this matter may have caused Ms [redacted] If she needs further assistance, she 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

June 14, B***r Business Bureau Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , L [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding the Sprint account of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she inquired about an advertised offer that was sent to her but was advised that the promoted plan is only available for new customers who switch to Sprint However, because that requirement is not provided on the advertisement she received, she requested that we honor the terms and pricing of that offer to Mr [redacted] ’s existing Sprint account We regret any possible misunderstanding that may have occurred regarding the terms of our referenced promotional rate plan offer Our Marketing department works diligently to ensure that information included on our website and in our marketing materials is accurate and contains details that will allow customers to make informed decisions regarding Sprint products and services We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide We spoke with Ms [redacted] on June 13, 2017, and explained that the advertisement she received and provided a copy of for our review lists as a qualifying requirement that the noted rate plan is only available for new lines of service We also explained that Mr [redacted] ’s existing lines of service are not eligible for the promotion Ms [redacted] indicated her understanding of the information provided As a demonstration of our commitment to excellence, we reviewed available service plans with Ms [redacted] and assisted with changing the rate plan for Ms [redacted] ’s four lines of service to one currently offered suitable for their wireless communication needs We regret any inconvenience that Ms [redacted] may have experienced as a result of this concern If I may be of further assistance with this matter, Msor Mr [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] is disputing $1,in international roaming charges and a non-return fee in the amount of $for a device which he states he returned He is requesting to cancel his account with a waiver of the cancellation fees Our records reflect that Mr [redacted] was billed $for international charges which is reflected on his June, 2017, invoice We regret any misunderstanding that may have occurred regarding the international charges that were assessed to his account Detailed information regarding international calling and the calling rates to individual countries are outlined in detail at www.sprint.com/internationalIn addition, a credit in the amount of $was applied to Mr [redacted] ’ account on June 27, 2017, to offset some of cost of the international charges Furthermore, our records reflect that an equipment credit in the amount of $was applied to Mr [redacted] ’ account on June 23, We spoke to Mr [redacted] on July 5, 2017, and provided him with the above-referenced information Although we sustain that the international charges are valid, in an effort to reach an amicable resolution, we offered to credit the remaining international charges that were assessed to Mr [redacted] ’ account as a one-time courtesy He accepted our offer and a credit in the amount of $was applied to his account He stated that he considers the issue resolved to his satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive 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 The response is not a correct representation of the facts as they occurred but the end result is satisfactory.Your help in the resolution of this matter was highly appreciated Regards, D***

[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: I received a bill from sprint TODAY by email with a due dateIf the account is closed why am I still receiving billsClose the account nowNot just close it but delete it Regards, Jefferey [redacted]

May 13, 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’ account concerns to our attention In the information provided, Ms [redacted] disputed the $Phone Access Charge being assessed to her Sprint account for one of her five lines of service, citing that she was informed that the Charge would be waived from all five lines when she established service in October Ms [redacted] requested that we honor the waiver commitment and remove the Charge from her monthly billingWe appreciate Ms***’s providing details of her experience with our retail and Customer Care representatives We are continually striving to improve the level of service provided by our employees Please be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further reviewWe regret any possible misunderstanding that may have occurred related to any promotions being offered at the time of Ms***’s service activation in October Our Marketing department works diligently to ensure that the information included on our website and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint service and products We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide Our records reflect that Ms [redacted] established service with us on October 1, 2015, at one of our retail locations for five lines of service Each of the lines is associated with equipment for which Ms [redacted] accepted 18-month lease agreements Because Ms [redacted] selected our 40GB Data Shared Pack price plan for $per month for up to ten lines of service, a $monthly Phone Access Charge is applicable for each of her lines of service However, at the time of service activation, we offered a promotion that waived that Charge for up to four lines of service Our records further reflect that Ms [redacted] has contacted the retail location staff and our Customer Care department on multiple occasions to have the waiver added to her fifth line of service and that, although the waiver was not added, credits have been applied to her account to offset the Charge for the past three monthsDuring our initial discussion with Ms [redacted] on May 6, 2016, we explained the information outlined above However, Ms [redacted] advised that she had written confirmation from manager of the sales location where she activated her services and from one of our Customer Care eChat representatives promising that the waiver would apply to all five of her service lines So that we could continue our investigation, Ms [redacted] forwarded copies of that documentation to our attention for further review We followed up with Ms [redacted] on May 11, At that time, we thanked her for her patience and assured her that we remain committed to customer satisfaction As such, although we are systematically unable to provide the requested waiver of the disputed $Phone Access Charge, we offered to apply one-time credits totaling $to her account to offset an amount equivalent to the referenced Charge for the months remaining in her lease agreement for her fifth line of service plus a portion of her service charges due to the length of time taken to bring this matter to resolution Ms [redacted] accepted our offer, and we applied the credits as agreed We regret any inconvenience these matters may have caused but are happy that Ms [redacted] expressed her satisfaction with our resolution If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Wednesday and Friday between a.mand p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

November 3, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint ID [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 complaint, he experienced billing issues leading to his decision to terminate services. Mr. [redacted] advised that he is disputing the Early Termination Fee (ETF) assessed to his account citing that it was to be waived contingent upon return of his device. Mr. [redacted] subsequently returned the device, yet the final balance has not been adjusted. Our records indicate that we received Mr. [redacted] ’s returned device on October 20, 2016, and the ETF and applicable taxes were adjusted on November 1, 2016. We communicated our findings to Mr. [redacted] and he is satisfied with the actions taken. We appreciate Mr. [redacted] for taking the time to provide us with the details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret the circumstances that prompted Mr. [redacted] ’s decision to terminate services. Should Mr. [redacted] need further assistance with this issue, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time. Sincerely, April [redacted] Executive Services Analyst

August 23, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] indicated her Sprint invoice is incorrect and that she is being billed more than quotedMs [redacted] states that she was informed that her bill would be $monthly, instead states she received a bill of over $ Ms [redacted] states that although she has contacted Customer Care, her concerns remain unresolvedAfter a thorough review of her account charges, we found that Ms [redacted] ’s account was charged for non-return of equipment We confirmed that the equipment arrived in our warehouse and have adjusted the $non-return device fee associated with Lease Agreement [redacted] Ms [redacted] ’s invoice also included third-party charges for games which causes her bill to be more than what she was quotedWe spoke with Ms [redacted] and explained her bill prior to the addition third party purchases which totals approximately $before taxes, surcharges and fees Ms [redacted] ’s confirmed that her concerns have been resolvedWe appreciate Ms [redacted] for taking time to provide details of her experience 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 that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further reviewIf 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 Sunday through Thursday from a.mto p.m., Central Time Sincerely, Timbre C.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: Complaint ID [redacted] They seemed to have cleared the fraud off of our account However, if more fraud is put onto our account, we will contact you again Thank you for your assistance Regards, [redacted]

June 16, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , Ms [redacted] Sprint Account# xxxx***, Mr [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] on behalf of Mr [redacted] that was submitted on May 23, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she expressed her dissatisfaction with the inability to take advantage of a two-year Service Agreement, which was offered at a third-party retail store location, AppleMs [redacted] states while attempting to purchase an iPhone device at the above-referenced store location, she was provided with an option to purchase the aforementioned device via a two-year Service AgreementHowever, by the end of the transaction this offer was no longer available As a result, she has attempted to take advantage of the two-year Service Agreement with Sprint, without successMs [redacted] requested that Sprint review this matter and allow her the ability to purchase the aforementioned device via a two-year Service Agreement Sprint has reviewed Ms [redacted] ’s complaintPlease note effective January 22, 2017, Sprint no longer offers two-year pricing on equipment upgrades via any of our Sales channels and Sprint.com on-line servicesLike many retailers, Sprint’s pricing and purchase methods do change on occasionWhile we no longer offer subsidized two-year device pricing, we are pleased to continue to offer a variety of affordable options to purchase the latest Smartphones such as Sprint’s Leasing and Installment billing programsFurther information can be viewed on www.sprint.com/upgrade We spoke with Ms [redacted] on three difference occasions in June We regret any possible miscommunication Ms [redacted] may have received at the third-party retail store location, Apple while attempting to purchase the iPhone deviceIn an effort to resolve this matter, Sprint offered Ms [redacted] a $discount towards the purchase of the iPhone device if she elects to purchase the aforementioned device at full retail price or a $discount if she elects to purchase the IPhone device via Sprint’s Installment Billing program Ms [redacted] has until July 12, 2017, to accept one of the aforementioned propose offers Ms [redacted] advised that she will consider our propose offers and will follwith undersigned directly if she wish to purchase an IPhone device with the acceptance of our proposed offersWe look forward to hearing from Ms [redacted] in an effort to finalize our proposed resolution We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: That is not the only issues that I am having with SprintI explained that I am indeed having issues with the phone itself lagging, but the dropped calls, non receipt of calls/texts and I am no genius, but connectivity issues would be a problem with the network as wellThe other issues/concerns that I mentioned is being overcharged for my plan and the request to cancel services if I was not honored the pricing that I see advertisedI am also concerned with the way my phone contracts are set upIt looks as though I have the same balance on the BOGO (IPhone 6s Plus 64gb and a balance)(numbers ending in and 6728), then a balance on the IPhone Plus 64gb which was paid off alreadyI also am unable to upgrade line ending in and that line is not under contractMy family has gone into two Sprint stores in the past year and have had our phones put on the testing machine for over an hour and the reading came back normalIf we have to be inconvenienced again, to be told that there is nothing wrong with the phones as we suspected, I expect to be upgraded to the latest model as a "trade-in" and we can move forward from thereI refuse to continuously get scammed, purchasing IPhones that are going to malfunction as soon as a new one comes outI pay the amount that Sprint asks of me monthly, but I do not receive the services or the quality of phones that Sprint guaranteesWhere is the fairness? Regards, Andrea D [redacted]

June 9, 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] stated that his monthly Sprint charges are higher than quoted to him when he established services with usMr [redacted] requested that we adjust his billing to match the terms originally offered to him We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing or with the terms of our referenced Buy-One-Get-One (BOGO) equipment offerOur records reflect that Mr [redacted] established his Sprint account on March 17, 2017, during a call to our Telesales group and authorized the activation of two lines of service, with an iPhone 128GB and an iPhone 32GB devices for which he accepted 24-month lease agreements to be satisfied March 3, Our records further reflect that Mr [redacted] added a third line of service to his account on April 6, 2017, at one of our retail locations, with an iPhone 32GB device for which he accepted an 18-month lease agreement to be satisfied September 20, Regrettably, the devices he leased and activated do not meet the qualifying criteria for the referenced equipment promotion, which required equipment having GB of memory Based on the status of Mr [redacted] ’s account, we forwarded his reported concerns to a specialized team for additional review and assistanceRepresentatives of that team spoke with Mr [redacted] on June 9, 2017, and explained the information outline abovePursuant to the terms and conditions of the promotional offer, we required both devices to have 128GB of memory and 18-month lease agreementsMr [redacted] expressed his dissatisfaction with our findings While we regret that Mr [redacted] ’s is not satisfied with our response, our position remains unchangedIf he has additional information regarding this matter, we invite him to contact that team toll-free at ###-###-#### a.mand p.m., Central Time, seven days a week Sincerely, Linda W Executive Services Analyst