Sprint Corporation

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] E [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of [redacted] E [redacted] submitted on July 7, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the lack of coverage in his home service area of Parker, Co Mr [redacted] stated that he attempted to resolve his network concerns with Sprint, without success Mr [redacted] requested that Sprint investigate his coverage concerns and allow him the ability to cancel his service without further cost Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on July 12, 2017, to discuss his network concerns in detailAt that time, we advised Mr [redacted] that we would review his Network concerns and follwith him accordinglyWe regret that the coverage in Mr***’s home service area has fallen short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that that Mr***’s billing address is within Sprint’s “best” coverage area Please note that customers should generally receive signal strength sufficient to make and receive calls outdoors; however, signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage To further investigate Mr***’s network concern, we engaged our network team for further assistance Subsequently, our network team has investigated his network concerns and determined that his home address does have the necessary network coverage to support Sprint’s Mobile service In addition, our network team has recommended an Airave to improve his indoor coverage concern We attempted to contact Mr [redacted] via phone and email to relay the aforementioned information; unfortunately, we were unable to reach him directly Should Ms [redacted] require further assistance with this matter and wish to accept our proposed resolution, we urge him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***If Mr [redacted] has any further questions regarding these matters, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX2397, Beverly C [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of Beverly C*** We appreciate your assistance in bringing MsC***’ concerns to our attention According to the information provided, MsC [redacted] states that she accepted an offer for a free phone; however, she has not received the Visa gift card As stated in our past promotion, Samsung JEmerges on Us via a Visa Prepaid Card, beginning in May and for a limited time, new customers or eligible existing customers who upgrade and add a new line of service, can get up to Samsung JEmerge devices on an 18-month lease or 24-month installment billing agreement on us The customer is billed the monthly lease charge and will receive a prepaid Visa card for the full amount of their lease and/or installment billing agreements On December 26, 2017, we spoke with MsC [redacted] regarding her concerns MsC [redacted] confirmed that her issue was previously addressed We confirmed that credits totaling $were applied to her account on December 22, 2017, for the full amount of her Samsung Jdevice in lieu of the Visa prepaid card As a result of these credits, the account reflects a credit balance of $ Please note that account credits are not applied toward equipment installment billing or lease charges Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date We regret any inconvenience this matter may have caused MsC*** If additional assistance is required, she can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

June 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] A [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that although her bill is not due until July 3, 2017, her services were suspended twice in June She stated that our representatives advised her that her services suspension was due to an unpaid balanceMs [redacted] stated that she remitted a payment on June 9, 2017; however, we advised her that we do not have record of receiving her payment And last, she described unfavorable customer service experiences during her attempts to resolve her billing and payment issues As a result, Ms [redacted] requested that we resolve her missing payment issue Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June 16, 19, and 26, 2017, to discuss her reported concerns and the information outlined above in detail were unsuccessful We also mailed a letter to her address on file on June 26, 2017, acknowledging our receipt of her inquiry Upon our initial review of this matter, we do not have record of receiving a payment on June 9, Our records reflect that Ms [redacted] was advised that she needed to provide a copy of her bank statement reflecting the payment that she remitted on June 9, However, we have not received a copy of her financial institution’s statement In order to resolve her payment issue, she will need to provide a copy of her financial institution’s statement We appreciate Ms [redacted] ’s taking time to provide details of her 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 these issues may have caused Ms [redacted] If we can be of any further assistance, she 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 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] W [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] *** We appreciate the opportunity to address his concerns Based on the information provided, Mr [redacted] advises that he returned his phones to a store after satisfying the lease agreements, and then received an invoice notification for $989.87, which would be charged via automatic payment Mr [redacted] further advises that he was assured by one of our representatives that this amount would not be charged to his card; however, his card was charged the noted $amount Therefore, he is requesting a full refund of $for monthly service charges and device purchase charges for leased phones Mr [redacted] also advised that he had an unfavorable experience with our representatives while trying to resolve his account concerns Our records reflect that Mr [redacted] returned his phones to a store on May 18, 2017, after satisfying his lease agreements We regret that the device purchase price (DPP) charges were not addressed in a timely manner We confirmed that an $refund was processed back to Mr***’s card on June 14, 2017, which is the DPP plus taxes for the phones that were returned The remaining amount of $out of the $payment, is for valid monthly service charges billed through May 17, Therefore, we must respectfully decline his request to refund this additional amount We appreciate Mr [redacted] for 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 customer feedback and will utilize this input to improve our training and processes If Mr [redacted] needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

October 5, 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 his inquiry, Mr [redacted] stated he accepted an ongoing promotion offered by Sprint for an unlimited plan for $for four lines of service in March He further stated that he was told that if he purchased an iPhone Plus GB, he will get the second one on usMr [redacted] states he contacted our customer service department because the discount was not applying, and he was advised that he needed to be on 18-month lease agreement, and he is on 17-monthAdditionally, he states he was advised that he would receive a $employer discount off his four lines and if he sets up automatic payments, he gets an additional $off his plan costMr [redacted] confirmed he received the auto pay discount, but not the employer discountLastly, he stated total equipment protection (TEP) option was added to his account without his consentAs a result, Mr [redacted] is requesting that we provide all the discounts that were promised to him Our records reflect that Mr [redacted] started service with Sprint on March 23, 2017, with four lines of service, on 17-month lease agreementsThe BOGO offer requires an 18-month lease; therefore, he did not qualify for the promotional offerFurthermore, we determined that Mr [redacted] spoke with our executive team on May 23, 2017, and a recurring monthly credit of $was applied and will award through July 25, Because the Unlimited freedom plan is already receiving the $auto pay discount, the employer discount will not start to apply until after March We also confirmed that the TEP option has been removed During our October 2, 2017, conversation with Mr [redacted] , the information outlined above was explained to himMr [redacted] reiterated his dissatisfaction and stated he is supposed to receive a credit of $to offset the lease charge but is receiving $32.65, leaving a difference of $ Furthermore, he stated that a customer service representative advised that he will receive his employer discount alsoTo resolve the issue, we offered to apply a lump-sum credit for $to award the $for 17-months and also a one-time $courtesy creditMr [redacted] accepted the offer 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 at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We regret any frustration this matter may have caused Mr [redacted] If we can be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] cited his dissatisfaction with our previous response to his inquiry stating that he was not advised of Sprint’s Account Spending Limit (ASL) charge assessed to his account As noted in our previous response, our records reflect that correspondence noting the Account Spending Limit charge, deposit, equipment type and cost was provided to Mr*** Furthermore, Mr***’s account was activated with a spending limit based on the results of the credit evaluation performed when he established service with us Our system will electronically monitor and may interrupt his service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account In addition, our records reflect that Mr [redacted] was provided with a clear disclosure of his monthly recurring charges/equipment purchase, and all other applicable fees and charges on February 16, Furthermore, we were able to locate signed copies of his electronic service agreement which includes a description of the charges in question Based on our review, we were unable to identify a Sprint billing error regarding this matter As a result, we must respectfully decline Mr***’s request to remove the ASL charge from his Sprint account We regret any the inconvenience this matter may have caused Mr*** If we can be of further assistance with this concern, he can contact me directly 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 T Executive Services Analyst

February 2, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she stated that she purchased two Samsung Sdevices on installment billing as a result of our Buy One Get One free (BOGO) promotion Ms [redacted] stated that she is being charged monthly for both devices and is disputing the charge for one of the devices Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay During our conversation with Ms [redacted] , we advised that we applied credits totaling $to offset one of the device charges for the previous four months Additionally, we advised that going forward, Ms [redacted] should receive the proper BOGO credit each month We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our customer service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If you have any further questions regarding this matter, you can reach 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, Kala C Executive Analyst

August 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s inquiry, she expressed her dissatisfaction with the length of time taken for us to provide a kit to facilitate the return of a device to us She also described unfavorable customer experiences during her attempts to address that concernWe regret any difficulty Ms [redacted] may have experienced with the return of her Sprint equipment We spoke with Ms [redacted] on August 3, 2017, and, after confirming her current mailing address, we ordered a return kit to be sent to her for her referenced device We also applied a credit of $to her account to offset her current month’s service charge as a one-time courtesy due to the delay in providing a return kit to herMs [redacted] indicated her satisfaction our actions We appreciate Ms [redacted] ’s taking time to provide details of her 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 that these concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience these matters may have caused but are pleased that we were able to address Ms [redacted] ’s reported concerns to her satisfaction If we can be of further assistance with these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine D.Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to unlock her Sprint-branded devices, citing that she has paid the required Early Termination Fees associated with those devices but that we have declined her unlock attempts Ms [redacted] requested that we unlock her devices promptly We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’s ability to use her Sprint-branded devices on another network“Unlocking” a device is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally) Unlocking a device will not necessarily make a 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 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 device unlocking is available on our website at www.sprint.com 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 has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] ’s referenced iPhone 5C and devices previously associated with her closed Sprint account are eligible for SIM unlocking and that the appropriate SIM unlock information was transmitted to her devices on May 4, 2016, which is the same day we received this inquiry Our records further reflect that Ms [redacted] confirmed directly with representatives of our a specialized escalations department on the same date that this matter has been fully resolved to her satisfaction We regret any inconvenience this matter has caused MsSheik If we can be of further assistance this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, Russell [redacted] **Executive Services Analyst

June 6, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he is not receiving the Lease One Get One (LOGO) and iPad promotional credits that he was quoted when he purchased his devicesAs a result, Mr [redacted] is requesting that we honor the offers that were made at the point of sale During our conversation with Mr***, we advised him that although we were unable to confirm that he meets all of the criteria for the BOGO promotion, in an effort to resolve his complaint on May 14, 2017, we updated the lease agreement on his phone number ending [redacted] to reflected as fulfilled in an effort to emulate the LOGO offer Additionally, we advised Mr [redacted] that the free iPad promotion requires that he subscribe to a gigabyte plan for $and then he would receive a monthly account service credit of $to offset the monthly installment payment for the iPadWe advised Mr [redacted] that he is not receiving the credit because he subscribes to the incorrect service plan, however, it is cheaper that the promotional offer Mr [redacted] elected to stay on the current plan for the iPad and not receive the monthly account service credit and is satisfied with the resolutionWe appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care group We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T.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: There offer was not sufficientThey did not make any attempt to make right on any of the problems I haveThey only offered me a single payment that will not make a difference with the problems I have with this company Regards, [redacted] ***

... Executive & Regulatory Services P.O. Box 169014 Irving, TX 75016 April 27, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Complaint [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. In his complaint, Mr. [redacted] stated that on March 29, 2017, he contacted our customer service department make payment arrangements for his past due balance of $254.52. He further states that on April 3, 2017, he made a $254.52 payment via our automated system, and on April 5, 2017, an additional $254.52 payment was processes. Mr. [redacted] stated that he reported the duplicate payment and was informed the 2nd $254.52 payment would be refunded. After requesting compensation, Mr. [redacted] stated he was offered $10. Mr. [redacted] expressed his discontent with the offer. Mr. [redacted] has requested a $254.52 refund, and compensation for the time taken to resolve his issue. He further stated that if compensation cannot be granted, then he would like to cancel his contract without incurring additional costs. We regret any inconvenience Mr. [redacted] may have experienced while attempting to resolve this matter. Our records reflect that on March 27, 2017, Mr. [redacted] established a secured payment arrangement was granted resulting in a $254.52 payment to be automatically deducted from his credit card on April 3, 2017. However, according to our records, Mr. [redacted] made a $254.52 payment via our automated system on March 31, 2017, however we did not receive a request from him to cancel the scheduled secured payment. On April 3, 2017, the $254.52 credit card payment was processed as previously arranged. On April 29, 2017, our records reflect that Mr. ***’s credit card was refunded $254.52. Because we are unable to confirm a Sprint error, a credit is not warranted. Furthermore, should Mr. [redacted] elect to cancel his service, Lease Cancellation and Device Purchase charges will be assessed for the line of service ending 5212. Upon the return of the associated leased device, the Device Purchase charge will be waived. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Terrence M. Executive Services Analyst

January 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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 [redacted] , who wrote in on behalf of the account holder [redacted] , stated that he recently discovered he has been billed for Total Equipment Protection on phone number ending in ***, that he did not authorize to be added He stated that he is dissatisfied that he would be charged a deductible if he was to use the TEP which he has on another telephone number He stated that he was supposed to be charged $a month for the monthly recurring charges on a tablet, and he has been billed $a month He stated that his invoices are always incorrect He is requesting a refund for all charges that he has paid for Total Equipment Protection on his account All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect 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 warrantyIf a customer subscribes to TEP and the problem with their device, it is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsReplacement devices may be of a like or comparable model If the problem with her device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, they may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep As outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the charges You do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interrupted Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice Our records reflect that Total Equipment Protection was removed on the number ending in ***, on November 20, and the number ending in ***, was removed on December 12, Although the maintained that the charges are valid, Mr [redacted] was offered and he accepted a concession credit in the amount of $for two months The first of two credits was applied to his account on December 28, The second credit in the amount of $should be reflected on his January invoice In addition, our records reflect that the tablet on the number ending in ***, was changed to the MB plan for $a month Additionally, although the agreements on the account are valid, due to any possible misunderstanding that may have occurred, we offered an additional complimentary credit of $50, and offered to waive the valid Early Termination Fees and the Installment Billing accelerated charge that will be billed if he elects to cancel, in the amount of $on the device ending *** This offer is valid for days from the date of this letter At that time, he stated that he considered that we had reached a mutually satisfactory resolution however, later re-escalated his concerns We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

July 26, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11555556, [redacted] Sprint Account xxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was charged additional monthly service charges after he terminated serviceMr [redacted] is requesting credits for the monthly charge and removal of all negative credit reporting Sprint advertises and provides services in monthly increments If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan When we agreed to waive Mr***’s agreements with the return of his undamaged devices as indicated in our May response, our records reflect that at that time he elected to port-out two of his lines, which automatically cancelled those lines of services Our records show that his third phone number was cancelled at a later date Although he elected not to utilize the service until his cycle end date, the full monthly service charge is valid We regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of Services Although we maintain that the charges billed are valid, in an effort to bring about a mutual resolution, on July 22, 2016, we applied a credit of $to his account As a result, the third-party collections agency will update the credit bureaus that the reported debt has been settled in full Please allow up to days for completion of this process We have made multiple attempts to reach Mr [redacted] regarding his concerns We attempted to contact him via phone and e-mail on July and 14, We mailed him a letter on July 2016; informing him of our receipt of his inquiry, and our need to speak with him directly To date, we have not received a return call from Mr*** We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at [redacted] extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] *

April 13, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , Sprint Account: XXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March 14, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the inability to receive Visa Reward Cards, upon participating in Sprint’s Contract Buyout promotional offer and completing the registration for the promotionMr [redacted] further expressed his dissatisfaction with the inability to receive Sprint’s iPhone 6s Buy-One-Get-One (BOGO) promotional offer, upon turnihis devices from his previous wireless service provider Additionally, Mr [redacted] expressed his dissatisfaction with the cost of his monthly recurring charges exceeding $per monthFurthermore, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his account concerns Mr [redacted] requested that Sprint review these matters, honor the promotional offer and the quoted amount, which was offered to him at the point of sale Sprint has reviewed Mr [redacted] ’s complaint We spoke with Mr [redacted] on March 20, 2017, to further discuss his concerns During that conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly According to our records, Mr [redacted] established services with Sprint on November 26, At that time, he portphone lines ending in [redacted] and ***, and activated two iPhone 6s 32GB devices via Sprint’s Leasing program Please note 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 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 We regret any miscommunication Mr [redacted] may have received related to Sprint’s promotional offersThe iPhone BOGO promotion, was available to new and existing customers that purchased an Apple iPhone 6s 64GB or 128GB devices via a new line of service or upgrade Customers would pay the monthly Lease or Monthly Installment Billing charge on one device and receive a monthly service credit for the second device, based on the length of the selected termRegrettably, Mr [redacted] ’s account does not qualify for the aforementioned promotional offer due to his device selection at the time of purchase We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday To further investigate Mr [redacted] ’s Sprint’s Contract Buyout promotional offer concerns, we engaged our Retail Stores Management team for further assistance As a result of the investigation, a member of our Retail Stores Management team contacted Mr [redacted] to facilitate the return on the iPhone devices from his previous wireless service provider On April 6, 2017, we have confirmed that Mr [redacted] has turnhis iPhone devices from his previous service provider Furthermore, Mr [redacted] has emailed a copy of his final billing statement from his previous wireless service provider for further review In addition, we were unable to substantiate Mr [redacted] ’s claims regarding the quoted amount for the cost of his monthly recurring chargesBased on Mr [redacted] ’s selections, his monthly rate totals $per month, which includes monthly recurring charges, monthly lease charges per month, promotional discounts, excluding taxes, fees and Surcharges As such, we are unable to identify any billing errors To provide closure for this matter, we have confirmed that the Visa Reward Cards associated the aforementioned phone lines were approved and processed on April 7, 2017, in the total amount of $We ask that Mr [redacted] allow to weeks to receive the Visa Reward Cards from the date of approval In addition, we have applied a partial credit of $to his account to offset a portion of the monthly recurring charges as reflected on the March and April billing statements, which will appear on the May billing statement Since our initial conversation, we attempted to follwith Mr [redacted] on April and of 2017, to relay the aforementioned information and resolution to himUnfortunately, we were unable to reach him directly Should Mr [redacted] have any additional concerns regarding the resolution discussed herein, we encouraged him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate Mr [redacted] taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ [redacted] [redacted] Executive & Regulatory Services Analyst

Sprint is in receipt of the above-referenced rebuttal complaint. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms. [redacted] ’s follow-up filing, she expressed her dissatisfaction with our response to her not receiving the $100 promotional Visa gift card. Ms. [redacted] is requesting that we review her account. 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 at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. We previously spoke with Ms. [redacted] on September 13, 2017. At that time, we advised Ms. [redacted] that in order to be eligible for the $100 promotional Visa gift card, the account must be active and remain in good standing. We explained to Ms. [redacted] that as she has canceled her Sprint account she does not qualify for the promotional offer. In addition, prior to cancellation of the account, Ms. [redacted] ’s account was not in good standing as the July and August 2017 billing statements reflect late payment fees because her amounts due were not paid in full by the due date reflected on the invoices. Sprint respectfully declines Ms. [redacted] ’s request that we apply a $100 courtesy credit to her account. Currently, the account is cancelled with a balance of $51.69. During our conversation with Ms. [redacted] on October 13, 2017, we explained the above information. She indicated her satisfaction with our response to her inquiry.

[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:My mother and I were told by the gentleman who sold us the phones that they would pay for our phones and the final bill, which is $1,054.92, we’re only getting $I’m not trying to be rude because that’s better then what they were giving us at first but we don’t have that extra $dollars & I feel as if we shouldn’t have to pay that extra $because we we told they would pay it all Regards, Jesse Z [redacted]

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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] ***, submitted on July 18, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from office, Mr***, an end-user on the account of [redacted] ***, states that he has had an unfavorable customer experience while attempting to address his payment arrangement concernHe states that he paid $on July 12, 2017, and was told that if he could not pay the remainder of the because which was $to call in by the 18th and he could pay half to get another arrangement extendedHe states that he is now being told that he owes $to maintain his Sprint serviceMr [redacted] is requesting to be released from his agreements and for any associated charges waived As stated in our Terms and Conditions of Service, payment of your bill is due by the date stated on your invoice We realize that situations may arise that prevent customers from making the required payment by the due date and we can assist with payment arrangements if available However, not all payment arrangement requests can be honored Based on our review, our records reflect that there was a payment arrangement set up on the account in question on July 12, 2017, that was unfulfilledFurthermore, we confirmed that there was a follow up call on July 18, 2017, requesting an extension on the payment arrangementAt that time, an extension on the payment arrangement was unavailableHowever, in order to address any additional concerns, we will need to speak with Mr [redacted] personally Our office attempted to reach Mr [redacted] via phone and e-mail on July 21, and 31, 2017, and August and 7, 2017, asking him to contact our office to discuss his concerns Additionally, we mailed a letter to the address on file on August 2, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns To date, we have not received a response from Mr*** 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 Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist with the concerns raised in Mr***’s complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToyaPLaToya PExecutive Services Analyst

March 21, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Mr [redacted] : The above-referenced follinquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concerns to our attention and regret that Ms [redacted] has contacted your office again, citing dissatisfaction with our previous response In her follinquiry, Ms [redacted] stated that she is in dispute of her bill amount due to the returned iPhone 6s device on her accountShe states that she was billed for services beyond the return dateShe is requesting a credit for the disputed charges We regret [redacted] possible misunderstanding that may have occurred regarding the billing issues brought forth in Ms [redacted] ’s inquiryOur records reflect that in October 2015, Ms [redacted] visited a Sprint retailer and established an equipment lease agreement toward the lease of an iPhone 6s deviceIn November 2015, Ms [redacted] returned the Apple iPhone 6s device and the account was assessed equipment chargesWe have reviewed the account records and confirmed that due to the date of the returned devices, credits have been applied to the account to offset the disputed device and service chargesWe have confirmed with Ms [redacted] that this matter is fully addressed and resolved We regret [redacted] inconvenience this matter may have causedIf we can be of further assistance with this issue, or if Ms [redacted] ’s concerns remain unresolved, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John C Executive Services Analyst

June 8, 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 inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences from our representatives regarding the terms of his equipment lease agreement, stating that he believes that he was misled prior to purchasing his device and establishing service with usHe requested that we honor the percent discount for the remaining six months in his 24-month lease agreement We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Mr [redacted] ’s equipment purchase and lease agreementSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Sprint Lease Agreement which include a description of the charges in question During our June 7, 2017, conversation with Mr [redacted] , we provided the referenced informationHe indicated his understanding of our explanation but reiterated that this was not properly explained to him when he accepted his current rate plan and device financing optionAlthough the terms of Mr [redacted] ’s lease agreement are valid, as a one-time courtesy, we applied credits totaling $to his account, which are equivalent to the difference between the monthly lease charges and promotional discount for six months of his lease agreementThose credits will be reflected on his next invoice We are pleased that we were able to reach an amicable resolution, and Mr [redacted] is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst