Sprint Corporation

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

February 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] Dear Ms***: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account XXXXX***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] is dissatisfied with not receiving the promotional offer of a $discount off the monthly price of his iPhone lease in exchange for the device that he turned in at the point of saleHe cited that while his lease was active, manual credits were given each month and he was advised that his account would be updated to make the credits automatic; however, he was charged the full accelerated price without the discount when his lease was canceled We are pleased to advise you that we spoke with Mr [redacted] on February 3, 2016, and resolved his concerns to his satisfactionWe advised Mr [redacted] that we regret any possible misinformation that may have occurred regarding the requirements for the promotional offers that were extended to himTo resolve his disputed amicably, we applied credits totaling $to his accountMr [redacted] accepted this resolution and remitted payment of $to satisfy his remaining balanceAs a result, his account is now in final status with a zero balance If Mr [redacted] should have any questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday from 10:a.mto p.m., Central Time Sincerely, Clara C 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

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

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] [redacted] , submitted on March 22, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the delay in receiving a refund of $after discovering her credit card was debited twice for the same amount, upon establishing an account with Sprint at a Sprint Retail Store on February 27, Ms [redacted] stated that she contacted the local Sprint Retail Store to report the additional transaction and was advised that the referenced amount would be refunded back to her credit card within five business daysHowever, as of March 15, 2017, Ms [redacted] has not received her refundMs [redacted] requested that Sprint review this matter and process her refund accordingly Sprint has reviewed Ms [redacted] ’s complaintIn an effort to ensure that Ms [redacted] ’s account concern is successfully resolved, we engaged our Retail Stores Management team for further assistanceUpon conclusion of the investigation, we were advised that a refund was processed to Ms [redacted] ’s credit card on March 13, Although refunds are usually posted to financial institutions within 5-business days, the refund may be processed within days of receipt depending on Ms [redacted] ’s financial institutionMs [redacted] can contact her financial institution to inquire about the status of her refund In an effort to ensure that Sprint has satisfactorily addressed Ms [redacted] ’s account concerns, we attempted to contact her via phone and email on March 23, and of 2017, and mailed a letter to the address on file on March 31, 2017, advising her of our receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on April 2017, without successShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, 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 accountIn 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 convenience We regret any inconvenience this matter may have caused Ms [redacted] If we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

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

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

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

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

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Mr [redacted] ’s inquiry, he advises that he is experiencing problems with his LG Stylo device, and has been through troubleshooting steps with our representatives, and the matter still persistsTherefore, Mr [redacted] is requesting a different phone All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP 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 warranty Because Mr [redacted] does not subscribe to TEP, if he is experiencing a problem with his device, he may visit his local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty During our conversation with Mr [redacted] on April 14, 2016, we placed an order for an LG Gdevice in an effort to resolve his equipment concernsWe also sent a UPS package to facilitate the return of the defective deviceWe confirmed that the new phone was activated on April 18, This is a one-time exceptionMoving forward, any device concerns will be addressed per the manufacturer and Sprint device replacement guidelines We regret any inconvenience Mr [redacted] may have experienced as a result of this matterIf he needs further assistance, he can reach me toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal M 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: he keeps stating that I have 300GB of data roaming but my data roaming gets suspended at 100GB and when I ask a customer representative to to unsuspend my data roaming they tell me that I'm only allowed 100GB and that it'll unsuspend when my next billing cycle is due. Regards, [redacted] ***

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced 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 for us to refund taxes and fees assessed at point-of-sale when she activated Sprint services, citing that she cancelled service with us within our 30-days Satisfaction Guarantee period after delays with devices being receivedMs [redacted] requested that we provide her $refund promptly We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her input to improve our training and processes Our records reflect that Ms [redacted] established his account with us on September 21, 2016, at one of our retail locations with three lines of service and that she canceled her services on October 11, Our records further reflect that she remitted a $payment directly with the retail location using her bankcard for taxes and activation fees on September 22, On September 26, 2016, Ms [redacted] cancelled her equipment orders for the three lines of service and on September 30, 2016, a partial refund in the amount of $was forwarded to Ms***’s bankcard to offset taxes and feesOn December 22, 2016, the remaining balance of the $was processed for a $credit refund to Ms***’s bank card During our December 22, 2016, conversation with MrScott ***, an authorized contact for the account of Ms***, we advised him that the financial institution that handles his bank card should receive the $within business days We regret the loss Ms***’s business and the delay in addressing her refund concernsIf she has additional questions regarding this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:and 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that at the point of sale, he received conflicting information regarding how his upgrade would work and the details regarding his Best Buy One planHe stated that he was advised that he could upgrade whenever a new iPhone launched and when he attempted to upgrade on September 19, 2015, he was advised by a Best Buy representative that he would be required to purchase a $gift card to be eligible to upgradeHe stated that he reluctantly purchased the gift card however, it was never explained to him the reason for the gift card purchaseHe stated that the following week, he received an email stating that the cost of the device would be $He stated he contacted Best Buy and was told he would have to return to their store and it was not convenient, so he contacted Sprint’s Customer Care who advised him that we would have someone from Best Buy contact him back and they never didHe is requesting to return the device with a waiver of the cancellation fee or credit for the remaining lease payments In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information Sprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret any misunderstanding that may have occurred regarding his lease purchase and the Best Buy One plan promotion and appreciate Mr***’s feedback regarding this issueThe details of his experience will be forwarded to the appropriate managerial staff empowered to make changes in this area We spoke to Mr [redacted] on December 21, 2015, and provided him with the above-referenced informationHe stated that he now understands the Terms and Conditions of the lease and his planHe stated that he made the decision to keep the device however, requested credit for the issues he had experiencedIn an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit in the amount of $He stated that he considers the issue resolved to his satisfaction We regret any inconvenience these matters may have causedIf 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 R Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

August 24, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File 12299459, [redacted] Sprint Account xxxxx1023, Dave’s Electrical Service ... Sprint Case 2269710 To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr. [redacted] . We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Mr. [redacted] stated that he replaced all the devices and selected a new service plan, and he was billed over $3,600, which is higher than what was quoted. As a result, he requested that Sprint review this matter and correct his bill. Our Business Service departed contacted Mr. [redacted] Newman, an authorized contact for Dave’s Electrical Service’s account on August 18, 2017, and advised him that his account was billed equipment charges for the replacement devices that were ordered, and the credits for the devices were inadvertently not applied. As a result, we were able confirmed that the defective devices were returned and applied credits totaling $7,129.11 to offset the equipment charges that are reflected on his June 2017 and July 2017 billing statements. Mr. Newman confirmed that the issue is resolved. We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Mr. Newman can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 extension ***. I am available Monday through Friday, between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Jennifer F. Jennifer F. Executive Services Analyst

Dear [redacted] of the The Revdex.com:Please be advised that on March 9, Sprint resolved the issue identified in complaint # [redacted] .Thank you, [redacted]

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry 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’ Assurance Wireless concerns to our attention In his complaint, Mr [redacted] stated that he was enrolled in the Assurance Wireless Lifeline program by one of our mobile representatives when he only wanted information about the service Mr [redacted] cited that he later returned his Assurance Wireless device, but has been removed from his Lifeline service with his previous service provider He requested to be removed from the Assurance Wireless Lifeline database so that he may resume Lifeline services with his previous provider After completing a review of our database we were unable to verify an active Lifeline account for Mr [redacted] Our records further reflect that Mr [redacted] ’s most recent Assurance Wireless Lifeline phone number ending [redacted] was cancelled as of June 20, We attempted to contact Mr [redacted] via phone and e-mail on June 2, 6, and 7, 2016, to discuss the matter and address any additional concerns he may have In addition, we sent a letter via the U.SPostal Service on June 7, 2016, inviting him to reach out to our office Unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiryMr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his accountAs a result, we want to advise him to have his PIN and security information available when he contacts us If we may be of further assistance with this issue, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry 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’ Assurance Wireless concerns to our attention In his complaint, Mr [redacted] stated that he was enrolled in the Assurance Wireless Lifeline program by one of our mobile representatives when he only wanted information about the service Mr [redacted] cited that he later returned his Assurance Wireless device, but has been removed from his Lifeline service with his previous service provider He requested to be removed from the Assurance Wireless Lifeline database so that he may resume Lifeline services with his previous provider After completing a review of our database we were unable to verify an active Lifeline account for Mr [redacted] Our records further reflect that Mr [redacted] ’s most recent Assurance Wireless Lifeline phone number ending [redacted] was cancelled as of June 20, We attempted to contact Mr [redacted] via phone and e-mail on June 2, 6, and 7, 2016, to discuss the matter and address any additional concerns he may have In addition, we sent a letter via the U.SPostal Service on June 7, 2016, inviting him to reach out to our office Unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiryMr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his accountAs a result, we want to advise him to have his PIN and security information available when he contacts us If we may be of further assistance with this issue, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday 8:a.mto 5:p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

April 17, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] L [redacted] submitted on March 24, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with Sprint’s equipment replacement process in association with our Total Equipment (TEP) program Ms [redacted] expressed her dissatisfaction with the delay in receiving a replacement device, upon confirming that her device was defective, after having the screen repaired at a local Authorized Service and Repair CenterMs [redacted] requested that Sprint review this matter and waive any fees associated with her device replacement Sprint has reviewed Ms [redacted] ’s complaintPlease note that 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 warranty Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on her phone numbers ending in [redacted] and *** Therefore, if the problem with Ms [redacted] ’s device 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 visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she 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 We regret the delay that Ms [redacted] may have experienced while awaiting her replacement device Upon further review of our records, we confirmed on March 14, 2017, an equipment replacement order was approved and processed for a reconditioned Samsung Galaxy SEdge device Our records further indicate that Ms [redacted] activated the referenced device on March 24, In an effort to ensure that Sprint has satisfactorily addressed Ms [redacted] ’s equipment concern, we must speak with her directly We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her via phone and e-mail on March 27, and of 2017, and mailed a letter to her address on file on March 31, 2017, advising her of our receipt of her complaint and our need to speak with her directly Unfortunately, we have not yet received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on April and of 2017, without success Should Ms [redacted] require further assistance, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience 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 MsMs [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

Tell us why here July 13, RevDex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] [redacted] Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***We appreciate your assistance in bringing our customer’s [redacted] concerns to our attention In the information provided, Ms [redacted] stated that she purchased a Samsung Sin the amount of $431.99, but received a Samsung J She further stated that she was advised that the Samsung Jwas an upgrade Ms [redacted] is requesting for the Samsung Sto be sent to her or a refund of $ We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve her device concernDuring our initial discussion with Ms [redacted] on June 14, 2017, we advised that because our records reflect that [redacted] only received a payment in the amount of $for the Samsung Jshe will need to remit bank statements to confirm the payment to [redacted] in the amount of $ Ms [redacted] provided the requested documentation and it was forwarded to our Finance team for further review During a supplemental call to Ms [redacted] on June 23, 2017, we requested the e-mail confirmation that would have been sent to her to confirm the equipment order for the Samsung S Unfortunately, Ms [redacted] did not have the email confirmation Further, we requested that she provide a running bank statement that reflects all payments and credits posted for a total of days after the alleged equipment payment On June 26, 2017, Ms [redacted] provided the documentation requested and it was forwarded to our Finance team for review After further research, our Finance team has determined that [redacted] did not receive a payment from Ms [redacted] in the amount of $ We further advised that based upon her payment history with [redacted] , we were unable to identify or locate any payments made for that amount to [redacted] As such, we are unable to grant her refund request In addition, Ms [redacted] requested to speak to a member of management regarding refund request As such, she was contacted on July 5, 2017, and it was explained that to further investigate her claim, she will need to provide us with her running bank statement or the credit card number used for the transaction Ms [redacted] agreed to provide the information, but to-date we have not received it As a courtesy, at this time we are willing to offer a 75% equipment discount credit towards the purchase of a new device from our [redacted] websiteMs [redacted] will need to contact our office directly when she is ready to accept the offer and purchase a new device This offer is valid days from the date of this letter On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If she has further questions regarding these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5: p.m., Central Time Sincerely, Shannon P Executive Services Analyst