Sprint Corporation

[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]

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

[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]

September 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx***, [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which she submitted as a subscriber on the account of Ms [redacted] We appreciate your bringing our customer’s concerns to our attention In the information provided, Ms [redacted] stated that she visited one of our retail stores and purchased a new Samsung Galaxy device She stated that she was informed by one of our retail representatives that the lease price would be between $10-$due to a promotion Ms [redacted] accepted the offer, but her invoices are reflecting a $charge for the device She further indicated that her attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, she is requesting that the price be honored that she was offered at the point of sale We regret any possible misunderstanding that may have occurred We spoke with Ms [redacted] regarding this issue and informed her that since her visit to our retail location, a $Loyalty credit is reflected on her account for the device Further, we partnered with our retail management team of the store Ms [redacted] visited, and it was determined that the promotion is applicable to new lines of service and not to upgrades, which is the reason there is not a systematic credit reflected on the account to reduce the cost of the device to $10-$ However, due to any misunderstanding that may have occurred, our retail management team will honor the promotion offered to Ms [redacted] for the line of service ending in *** Ms [redacted] is currently being billed $including taxes, surcharges and fees The $Loyalty credit reduces the phone cost to $27.19, and this amount billed for the month timeframe of the agreement results in a total $amount for the cost of the device One-half of the amount of the cost of the device is $208.17, which reduces the monthly amount of the device to $ Therefore, a $check will be issued to Ms [redacted] for the difference in the cost of the device She is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with one of our retail representatives We are continually striving to improve the level of customer service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her device concernsShould there be any additional questions or concerns with this matter, Ms [redacted] can contact me 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, Bridgette FExecutive 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

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

September 13, In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance due reflected on her Sprint account, citing that the charges are higher than she expected because her previous employer discount was removed and a credit was not applied to her account as offeredShe requested that we apply credit to her account to offset the difference between the discount and the actual monthly service charges reflected on her last two invoices as well as apply the $credit that she was offered at the time of her upgrade We appreciate Ms [redacted] ’ taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms [redacted] ’ Sprint billingDuring our September 7, 2016, conversation with Ms [redacted] , we verified that a $credit was applied to her account on August 29, We also verified that her employer discount was validated on September 1, 2016, and her Sprint Discount Program has now been reinstatedTo demonstrate our commitment to excellence, we applied credits totaling $to her account to offset the difference between the discount and the monthly service charges that are reflected on her most-recent invoicesThose credits will be reflected on her next invoice We are pleased to inform you that Ms [redacted] accepted our resolution and is satisfied with the actions taken on her accountIf we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

March 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] , an end-user on the above account, stated that she recently fulfilled the lease agreements on both of the devices on the account and returned the devices to the retail store She stated that although, she returned the devices she was billed two additional monthly lease payments on each device She stated that although our Customer Care group representatives have confirmed that our warehouse received the devices we continued to bill her monthly lease charges As a result, she is requesting that a member of our management team contact her to address her concerns Effective on September 19, 2014, Sprint launched the Sprint Lease program, which 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 More information regarding the Lease program is available at our website, www.sprint.com/lease Our records reflect that when Mr [redacted] , the account holder, activated services he elected two new devices via Sprint’s Lease program and agreed to monthly lease payments Further, our records show that those devices were returned to our retail store, prior to their lease payment fulfilment dates Furthermore, our records show that those devices were received in February 2017, by our warehouse in accordance with their Lease Agreement the leases were automatically canceled and the account billed the accelerated remaining lease payments and purchase option price in accordance with their Lease Agreement Although we the charges are valid, our records show that a credit was applied to the account to offset the additional monthly lease payments incurred We have attempted to reach Ms [redacted] and she replied to us via email that due to her work schedule she would not be able to discuss the matter with us at this time Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, 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 her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenienceIf I may be of further assistance with this matter, Ms [redacted] may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

October 2, Revdex.com Ward Parkway 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 complaint of Ms [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information received, Ms [redacted] expressed her dissatisfaction with the customer service received when requesting payment arrangement assistance Due to unforeseen personal health issues, she is seeking for Sprint to make certain exceptions in order to avoid service interruption We realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available However, not all payment arrangement requests can be honored Please be advised that Sprint is unable to comply with additional payment arrangementsMs [redacted] ’s account has received a complete audit Sprint has worked with her on multiple occasions over the past six months in an effort to bring your account current, and according to our records, we previously notified Ms [redacted] that her account balance is past due In addition, we may at any time, based on your usage history, withdraw or change services, or place limits or conditions on the use of our services The payment arrangements we have provided to Ms [redacted] over the past six months have been a courtesy on our part and unfortunately the requirement at this time is that we collect the entire past due balance so that she can continue to enjoy our services As per our Terms and Conditions of Services, we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit or non-payment towards a past due balance We spoke with Ms [redacted] on September 26, 2017, and addressed her payment arrangement concerns We advised that a payment of $would need to be made in order to restore her service Ms [redacted] states she would not be able to remit this amount and requested an exception be made Unfortunately, based on our records, no exception could be made for the past due amount, and reiterated that she must remit payment in full for $ Ms [redacted] chose to end the call, ceasing further communication regarding this matter We regret any inconvenience this matter may have caused If we can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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

June 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 complaint, Mr [redacted] expressed his dissatisfaction with our customer service representatives with his attempts to port his numbers from Sprint to Boost He further stated that he reopened his account with Sprint to assist with his porting issue; however, he was unable to port out and this resulted in additional service charges to be billed Lastly, Mr [redacted] advised that there was a delay in cancelling his Sprint account and this resulted in the account being referred to an outside collections agency We spoke with Mr [redacted] on May 30, 2017, and apologized for the confusion caused by the port out process In an effort to resolve this matter, we have adjusted the remaining balance of $275.92, and the account has been recalled from collections With this action, Mr [redacted] confirmed his issue has been resolved We appreciate Mr [redacted] for taking time to provide details of his 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 will utilize this input to improve our training and processes If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive 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

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

October 6, 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: The above-referenced inquiry filed by Mr [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken to remove charges assessed to his Sprint account for a device that was returned to our warehouseMr [redacted] requested that Sprint correct his billing promptly and provide compensation We regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing, as well as any delay in providing account credits to offset the accelerated lease charges for his returned equipment Our records reflect that Mr [redacted] upgraded a new device model for telephone number ending [redacted] on July 24, 2017, but that the device returned has not been reflected on his account We identified that the above-noted returned equipment was received on September 13, 2017, as such, on September 29, 2017; we applied credits totaling $to Mr [redacted] ’s Sprint account to offset the associated equipment charges in full Those credits will be reflected on his October invoice During our conversation with Mr [redacted] on October 4, 2017, we reviewed the above-information 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 applied a one-time service credit totaling $to offset a device activation fee assessed on July 24, 2017, when he ordered a new device via Sprint’s website and completed the purchase at one of our Sprint retail locations Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with these matters, Mr [redacted] can contact me directly 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, Lori KExecutive Services Analyst

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

March 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [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 apologize for any inconvenience Mr [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that although, he fulfilled his two-year Service Agreement and did not use the service we continued to bill him for serviceAs a result, Mr [redacted] requested that Sprint review this matter and issue a refund for the payments he made after he fulfilled his two-year Service Agreement Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on March 9, 2016, and apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that our services do not cancel automatically once the Service Agreement is fulfilledCustomers are still required to contact our Customer Care group and request the cancellation of serviceOur records reflect that Mr [redacted] contacted Sprint on March 4, 2016, and requested to cancel his Sprint accountAs such, his account was scheduled for cancellation on March 19, 2016, the end of his billing cycle We advised Mr [redacted] that although the account balance represents valid charges, in an effort to resolve his concerns, and due to no services being utilized, we agreed to provide him with a refund of $203.96, for the previous payment remitted on his accountMr [redacted] accepted the offer and the aforementioned refund was processed to the credit card on filePlease be advised financial institutions normally post refund transactions to the customers account within five business daysTherefore, we ask that Mr [redacted] follwith his financial institution after five business days to ensure the refund was applied to his credit cardMr [redacted] was satisfied with our resolution We appreciate Mr***’s taking the time to provide us with the details of his customer service experienceWe regret that the level of service he received was not indicative of the world-class service we strive to provideThe feedback he provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, Mr [redacted] may contact me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive 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 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

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 14, We appreciate your assistance in bringing our customer’s concern to our attention According to Mr [redacted] ’s follow up filing, he expressed his dissatisfaction with his account being assessed an equipment non-return fee after filing an insurance claim with our program administrator, Asurion In addition, Mr [redacted] expressed his dissatisfaction with being assessed equipment related charges in association with completing a device upgrade Mr [redacted] requested that Sprint review these matters and take the appropriate action Sprint has reviewed Mr [redacted] ’s complaintAs stated in our previous response, please be advised that we have investigated Mr [redacted] ’s insurance claim with our program administrator, Asurion We have confirmed that Mr [redacted] submitted an insurance claim for a damaged device associated with phone number ending in [redacted] via phoneclaim.com on February 14, As a result, Mr [redacted] was provided with a return kit to facilitate the return of his defective device Since Asurion did not receive the damaged device, Mr [redacted] ’s account was assessed an equipment non-return fee of $as indicated on his April billing statement Upon the return of his damaged device to Asurion, an adjustment will be applied to his account to offset the disputed fee Our records indicate that Mr [redacted] completed a device upgrade associated with phone number ending in [redacted] on March 15, 2017, by activating an iPhone device via Sprint’s Leasing program Upon the completion of his device upgrade, the original Lease Agreement associated with Mr [redacted] ’s existing iPhone device was cancelled prior to the completion of the month Lease Agreement established on August 14, As a result, his account was assessed the remaining Lease cancellation and Lease Device Non-Return charges totaling $as indicated on the April billing statement We have investigated his device return and we were unable to substantiate that he returned his iPhone device to Sprint’s Returns warehouse Upon the receipt of the above-referenced device at our Returns warehouse, an adjustment will be applied to his account to offset the aforementioned charges We spoke with Mr [redacted] on June 15, 2017, and relayed the above information to him During our call, Mr [redacted] informed us that he returned his iPhone device associated with his original Lease Agreement In response, we informed Mr [redacted] , we checked the tracking number associated with his return and it does not indicate that the device was returned to our Returns warehouse as of today Furthermore, in regard to the insurance equipment non-return fee, we explained to him that his insurance claim was filed as a damaged deviceMr [redacted] confirmed his understanding with the information relayed to him However, in an effort to satisfactorily resolve this matter, we offered to apply a one-time adjustment of $to Mr [redacted] ’s account This adjustment offer represents half of the equipment charges associated with Mr [redacted] ’s equipment non-return fee and the remaining of the Lease cancellation charges Unfortunately, Mr [redacted] have declined our proposed offer Should Mr [redacted] reconsider and wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from this responseWhile we regret that Mr [redacted] may disagree with our findings, we are confident that his concerns have been fully addressed and an amicable resolution has been provided to the resolve his account concerns to the best of our ability We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, ext., [redacted] Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

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