Sprint Corporation

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of Ms [redacted] , regarding our previous response dated June 19, We regret the circumstances that led Ms [redacted] to contact your office again According to Ms [redacted] ’ follfiling, she expressed her dissatisfaction with our prior response and believes that her account concerns remain unresolvedIn Ms [redacted] ’ initial filing, she expressed her dissatisfaction with the inability to receive a total credit of $to her account, which was offered by Sprint on February 18, 2017, as an incentive to maintain Sprint as her wireless service providerHowever, Ms [redacted] asserts that she has not received credits in the amount of $as agreed on February 16, Ms [redacted] contends that because Sprint has been unable to provide her with a copy of the billing statement reflecting the aforementioned credits as requested, that no credits were applied to her account as our records reflectMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaintAs stated in our prior response, we confirmed on February 18, 2017, that Ms [redacted] was offered adjustments for the remaining Lease cancellation charges totaling $for the respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] contingent upon her remitting payment for the Lease Device Purchase Amount charges of $282.30, in order to own the associated equipment Subsequently, Ms [redacted] ’s remitted a payment of $to Sprint and her respective Lease Agreements associated with phone numbers ending in [redacted] and ***, which were cancelled on February 26, Consequently, immediate charges were accrued in the amount of $toward the remaining Lease cancellation charges for the respective Lease Agreements associated with phone numbers ending in [redacted] and [redacted] on February 26, Also on February 26, 2017, we applied an account adjustment against the unbilled Lease cancellation charges balance in the amount of $and the Lease Device Purchase Amount charge in the amount of $associated with the Lease Agreement for phone number ending in ***In addition, an adjustment of $was applied to the account to offset a portion of the unbilled Lease balance associated with the Lease Agreement for phone number ending in ***The total amount of adjustments were $for the aforementioned charges applied to Ms [redacted] ’s account on February 26, Since the above charges and subsequent credits were applied immediately, they do not reflect on her billing statement We spoke with Ms [redacted] on June 16, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we confirmed that Ms [redacted] was provided the promised adjustments on February 26, 2017; furthermore, she has received an additional adjustment in the amount of $on May 2, 2017, as stated in her filing, which should reflect on her June invoiceAs a result, we respectfully denied Ms [redacted] ’s request for further credit Ms [redacted] advised that she remained dissatisfied and advised she would continue to disagree until we can provide a billing statement reflecting the adjustments offered on February 18, in the amount of $We apologized for any inconvenience and attempted to explain that due to the charges occurring and being adjusted in the same billing cycle, the adjustments would not be reflected on a billing statementAlthough Ms [redacted] may disagree with our findings, we are confident that her concerns have been fully addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response Upon receipt of Ms [redacted] ’s follfiling, we spoke with her on July 25, 2017, to further discuss this matter and reiterated the aforementioned informationWe explained to Ms [redacted] that Sprint has thoroughly reviewed this matter and sustains that no further credit is due and all further inquiries regarding this matter will be met with the same responseWhile Ms [redacted] may disagree with our findings, we are confident that her account concerns were addressed and resolved to the best of our ability We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] expressed her dissatisfaction with additional charge assessed to her account subsequent to her purchasing a new device at a reduced price with a two-year term agreement,... citing that the charge. She requested that we allow her to upgrade her device without that additional charge. We regret any misunderstanding that may have occurred related to the referenced $25 per month Subsidized Phone Charge. As we explained to Mr. John ***, an authorized end user on Ms. ***’s Sprint account, the disputed charge is valid for the duration of his accepted two-year term agreement due to his activating a subsidized-priced device on Ms. ***’s account with a service plan that is designed for equipment obtained with a lease or monthly installment billing agreement. Mr. [redacted] indicated his understanding of that information but advised that he returned the device to the point of sale and opted to reactivate another device previously active on her account. As a result, we updated Ms. ***’s account to waive the disputed charge due to their no longer having the subsidized equipment. Mr. [redacted] then reiterated his and Ms. ***’s request that we allow the upgrade of the device on the referenced line of service without the Subsidized Phone Charge. We explained that, while we appreciate his candid feedback regarding this matter and regret that the charge may not have been fully explained to him at the point of sale, we are unable to honor his request. However, due to additional information provided by Mr. ***, and as a demonstration of our commitment to excellence, we offered to apply a one-time credit of $300 to Ms. ***’s Sprint account to offset an amount equivalent to one-half of the disputed charges for 24 months, once he confirms the purchase and activation of an upgraded device on the referenced line of service with a two-year term agreement. Mr. [redacted] accepted our offer and agreed to follow-up with us directly after he upgrades his device. He is aware that we will apply the agreed-upon credits at that time. We regret any inconvenience this issue may have caused the ***s but are pleased that we were able to satisfactorily address this concern. If we can be of further assistance related to this matter, Mr. or Ms. [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3 p.m., Central Time. Sincerely, [redacted] Executive Services Analyst

October 11, Consumer Specialist Kansas City Revdex.com [redacted] Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account#XXXXX [redacted] Sprint Case# [redacted] To Whom It May Concern: Pursuant to your letter dated September 22, 2016, Sprint respectfully submits this response to the complaint of Ms [redacted] We are also providing Ms [redacted] with a copy of this letter According to the information provided, Ms [redacted] stated that an additional line of service was added to her account, without her permissionMs [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’ complaint, and we investigated this matter in September Based on our investigation, we determined that a Sprint retail store representative added an additional line of service to Ms [redacted] ’ account with a Lease Agreement associated with phone number ending in [redacted] in lieu of offering her other solutions to replace her damaged deviceMs [redacted] could have used her Sprint TEP program, which allows her to replace a deviceIn an effort to resolve this matter, Sprint agreed to cancel the Lease Agreement associated with phone number ending in [redacted] and applied credit to the account to offset the associated charges We spoke to Ms [redacted] in September and October and relayed our findings to herDuring those calls, Ms [redacted] acknowledged the review and thanked us for respondingWe apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst [redacted] cc: Ms [redacted]

February 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX***, Sprint Case [redacted] Dear Ms***: 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 her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service that she received representatives of our Customer Care department and of our device insurance vendor administrator during her recent attempts to obtain a replacement for her damaged iPhone device using her Total Equipment Protection (TEP) coverage, citing that her call was transferred multiple times and that she was not allowed to bill the $deductible to her Sprint account as she has done in the pastShe also expressed her dissatisfaction with the quality of the replacement device she received because the screen malfunctioned after only three daysAlthough Ms [redacted] acknowledged that representatives of our device insurance vendor advised that she can return her malfunctioning equipment and receive a check for a new device or purchase a new device be receive a reimbursement check, Ms [redacted] requested that we or our vendor send a new iPhone 6Plus device to her and provide an immediate temporary replacement device We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management team for additional review We regret any misunderstanding that may have occurred regarding the terms of our Total Equipment Protection (TEP) coverage, as well as any difficulty Ms [redacted] may have experienced with her replacement equipment sent from Asurion, our TEP vendorAs we explained during our conversation with Ms [redacted] on February 3, 2016, the $non-refundable deductible, is paid directly to Asurion at the time a claim is submitted and approved, as outlined in the terms of TEP coverage, which was sent to her when she initiated the option on her Sprint accountThat information is also available on our website at www.sprint.com/tepWe also assured her that we regret that her current replacement device may not be functioning properly but that we believe that the options provided by Asurion representatives to assist with that matter appear to be in line with program guidelinesHowever, as a demonstration of our commitment to excellence, we offered to apply a $credit to her Sprint account to offset an amount equivalent to the paid deductibleMs [redacted] accepted our offer, and we applied the credit as agreed We regret any inconvenience these issues may have caused Ms [redacted] but are pleased that we were able to address her concerns to her satisfactionIf 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 a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] ***, and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Mr [redacted] states that his Sprint service should have been canceled in November 2016, and that one of his phone numbers was reinstated after being suspended, resulting in additional charges Therefore, Mr [redacted] is requesting a credit for the monthly charges during the time that service as not used, and to pay only the lease cancellation charge, $186, and return the device Our records reflect that Mr [redacted] ported of his phone numbers on October 7, 2016, and one phone number remained active We regret any misunderstanding that that may have occurred regarding the cancellation of phone [redacted] This phone number was canceled on February 27, 2017, and one of our representatives applied a $account credit to offset a portion of the monthly charges for this phone line Because this phone line was not being used, we applied additional credits totaling $to offset the monthly charges during the time that the phone was not being used Further, we sent a prepaid package to facilitate the return of the leased device associated with this phone number Once we receive this device, in good condition, we will credit the device purchase price of $205.44, which will leave a $balance for the lease cancellation charge We regret any inconvenience Mr [redacted] may have experienced trying to resolve his concerns If he needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll- [redacted] at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

February 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your office once again In his rebuttal, Mr [redacted] reiterated his dissatisfaction with being misinformed about the terms and conditions our Total Equipment Protections (TEP) option, as well as with the level of customer service provided by our representatives during his unsuccessful attempts to address that concernMr [redacted] also advised of his displeasure with our continuing to bill him for services although he did not have access to those services due to the loss of his device We regret that any possible misunderstanding that may have occurred related to the terms of our TEP coverage, as well as Mr [redacted] ’s equipment replacement optionsAs we previously explained to him, all new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-effective way to protect their covered equipment against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warrantyAs outlined in the TEP documentation that is sent to customers subscribing to our TEP option, which is administered by Asurion, a non-refundable $to $deductible, depending on device model, is assessed when customers file a device replacement claim We further regret any delay in bringing Mr [redacted] ’s equipment concerns to satisfactory resolution, as well as his dissatisfaction with his Sprint service charges continuing while his device issue remains in disputeHowever, although Mr [redacted] has opted not to exercise his TEP replacement option, his services remain available to him once he acquires and activates a deviceAs such, his recurring monthly service charges are valid Our records reflect that we corresponded with Mr [redacted] via e-mail on February 26, 2016, regarding his ongoing concerns, as he did not have an active telephone number for us to contact himWe advised him that his reported issues were re-evaluated by our executive team and that, although we are unable to identify any error on the part of Sprint in this matter, we would be pleased to order a replacement device for him, to be billed to his Sprint account at a discounted cost of $212.50, and continue his current device lease agreementMr [redacted] accepted our offer and understands that this is a one-time exception and that any further device replacements would need to be done pursuant to established processesWe ordered Mr [redacted] ’s iPhone 6S Plus 128GB device on February 29, 2016, and billed his account accordinglyHe should receive that equipment within the next 1-business days We regret any inconvenience these matters may have caused but are pleased that we were able to address these matters to Mr [redacted] ’s satisfactionIf we can be of further assistance with these concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states he purchased and activated a new line of service with phone number ending [redacted] with a two-year service agreement He is now assessed a $Subsidized Phone Charge (SPC), which he is disputing for this line of service because he indicated he was not advised of the $SPC when placing the order online As a result, Mr [redacted] is requesting that Sprint remove the SPC We spoke with Mr [redacted] on December 13, 2016, and he gave us permission to discuss the complaint with MsShaneisa [redacted] During our conversation with Ms [redacted] , we advised that the device for phone number ending [redacted] was ordered via www.sprint.com on November 23, 2016, as the fourth line of serviceThe account has three current lines of service subscribed to a family plan The current family plan does not charge a $SPC fee for devices with two-year service agreements However, a new plan was selected and the four lines of service were updated to the new planThe service plan to which Mr [redacted] subscribes includes a $SPC for devices purchased at discounted, subsidized pricing This is not a billing error and the SPC is valid per the terms of Mr***’ service plan If the device had been purchased outright at full manufacturer pricing, lease or equipment installment, there would be no SPC Although we were unable to identify a Sprint billing error, in an effort to address any possible misunderstanding, and to reach an amicable resolution with our valued customer, we offered Ms [redacted] a one-time $account credit to offset one-half of the valid $SPC that will be assessed over the period of the next two years She accepted our offer While we regret her dissatisfaction that the SPC is not able to be removed, we believe we have fully addressed the account concerns brought to our attention, We applied credit for $on December 13, 2016, and will apply the remaining $towards the January invoice Furthermore, should Ms [redacted] or Mr [redacted] upgrade the devices on the account in the future via our discounted device program with a two-year service agreement, they will be subject to the SPC per the terms of the service plan We regret any inconvenience Mr [redacted] or Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, they can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

April 25, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint for [redacted] submitted on March 24, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to cancel the service for her Samsung Galaxy Tablet device and Sprint Pocket Wi-FiAdditionally, Ms [redacted] stated that she was offered a Samsung Galaxy Gear Fitwatch at no additional cost, upon upgrading her device to a Samsung Galaxy Edge in January However, Ms [redacted] stated that she did not receive the Samsung Galaxy Gear FitwatchMs [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms [redacted] ’s complaint Our records reflect that Ms [redacted] contacted our Customer Care group on January 11, 2017, and expressed her interest in cancelling the Samsung Galaxy Tablet device and Sprint Pocket associated with phone numbers ending in [redacted] and ***Accordingly, the referenced phone numbers were cancelled on January 22, and February 7, Our records further indicate that Ms [redacted] upgraded the device associated with phone number ending in [redacted] on January 12, 2017, via our Telesales groupAt that time, she purchased a Samsung Galaxy SEdge device via Sprint’s Monthly Installment Billing programDuring this transaction, Ms [redacted] was offered a Samsung Galaxy Gear Fitwatch Regrettably, the order was not processed upon her acceptance of our offerPlease note that Sprint’s Installment Agreement is a device installment billing agreement that gives customers an option to 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 Installment Agreements, and the customer is required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased at the time of purchaseFor additional information and eligibility requirements, please visit www.sprint.com/easypay In order to ensure a satisfactory and mutually acceptable resolution, we would like to offer Ms [redacted] the Samsung Galaxy Gear Fitwatch without further cost to her As such, we attempted to contact Ms [redacted] via phone and email on April and of 2017, to relay the aforementioned information and resolution to herUnfortunately, we were unable to reach Ms [redacted] directly Subsequently, we received an email correspondence from Ms [redacted] on April 13, 2017, advising us that she would attempt to contact the undersigned at her earliest convenienceHowever, we have not heard from Ms [redacted] We ask that Ms [redacted] contact us at her earliest convenience to finalize the order 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 convenience We regret any inconvenience this matter may have caused Ms [redacted] If I may be of further assistance, Ms [redacted] can reach me directly by calling the Executive and Regulatory Services Department at ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William [redacted] William [redacted] Executive & Regulatory Services

Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention During our conversation with Ms [redacted] , we advised that we have referred her concerns to our network team for resolution Ms [redacted] confirmed that her service has since improvedIn appreciation of Ms [redacted] ’s patience while this matter was being addressed and for her continued patronage, we applied credits to her account totaling $to offset two monthly recurring charges, excluding equipment charges for both lines Ms [redacted] will see these credits reflected on her next invoice If I may be of further assistance with 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 timeSincerely, [redacted] Executive Analyst

February 23, 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] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our representatives during his attempts to return his defective devices, stating that he was required to accept new lease and Installment Billing agreements for new devices instead of exchanging themHe expressed further dissatisfaction that he had to make a down payment and pay activation fees for those devicesHe requested that we reimburse him for his down payment and activation fees or allow him to cancel his lines of our service without incurring the full payoff costs of his device leases and Installment AgreementsHe also requested that we compensate him for the level of customer service that he received We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experiences with our third-party 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 this input to improve our training and processes We regret any inconvenience that may have caused Mr [redacted] to contact your agencyAfter reviewing our records, we determined that Mr [redacted] established service with us on December 24, 2016, and returned his devices to one of our third-party stores on January 17, 2017, which was after the 14-day return policy timeframeHowever, due to Mr [redacted] ’s equipment concerns, the store representative allowed him to return his original devices without paying the equipment charges on the lease and Installment Billing agreements for his five lines of serviceAs a courtesy, he updated Mr [redacted] ’s account to allow him to purchase five new devices at a promotional costHowever, on January 17, 2017, Mr [redacted] was required to make a down payment and pay activation fees along with taxes, regulatory charges and surcharges for the new devices as well as accept the lease and Installment Billing Agreements that are associated with those devices and his lines of service During our conversation with Mr [redacted] today, he indicated his understanding of our explanation but reiterated that those charges were not properly explained to him when he accepted his current rate plan and device financing optionsHe further stated that he does not believe that he should have been required to make a new down payment since the original devices were defective Although the charges are valid, we offered to apply one-time credits totaling $to Mr [redacted] ’s account, as a courtesy, in lieu of processing a refund for the payments made to the store for the referenced transactionHe accepted our offer; therefore, those credits will be reflected on his next invoiceIn addition, previous credits totaling $were applied by our Customer Care department on February 3, and February 10, 2017, to offset the disputed activation fees We are pleased to inform you that Mr [redacted] accepted our resolution offer and is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G 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 Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with our not honoring a recent promotional offer to reimburse cancellation charges assessed by her previous service carrier when she ported her mobile number to Sprint She advised that we declined to do so because of specific verbiage on her final invoice from the provider She requested that we provide her reimbursement promptly We regret any possible misunderstanding that may have occurred regarding the terms of our referenced Contract Buy Out promotion, as well as any delay in providing Ms [redacted] with her requested reimbursement That promotion offers customers from specific wireless service providers the opportunity to have us reimburse them for their service cancellation or equipment contract charges when they port their mobile number(s) from those carriers to Sprint The terms of the promotion require that qualifying customers remit the final invoice from their previous service providers, reflecting those final contractual charges, to us for review and processing Additional information related to the promotion is available on our website, www[redacted] Our records reflect that Ms***’ Sprint account was established on March 24, 2016, for three lines of phone service and that we received a copy of an invoice from her previous service carrier on May 6, However, that invoice did not have the referenced billing information required for the promotion As a result, we were unable to process her promotional reimbursement During our discussion with Ms [redacted] on May 31, 2016, we explained the information outlined above, and she agreed to forward a copy of her final invoice from her previous carrier for our review In turn, we agreed to forward her information to our promotion fulfillment team to have her registration reconsidered We received Ms***’ detailed invoice from her previous carrier on June 8, 2016, which had the referenced billing information required for the fulfillment of our promotional offer We forwarded that information to the appropriate team and followed up with Ms [redacted] on June 9, 2016, to advise that her reimbursement request was approved and that she should receive three American Express reward cards in the amounts of $550, $569, and $ We also advised Ms [redacted] that we will keep her updated with the status of her reward card delivery Ms [redacted] indicated her satisfaction with the actions taken in this issue We regret any inconvenience this matter may have caused If we can be of further assistance with this concern in the interim, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at, ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Linda WExecutive Services Analyst

August 15, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , Jodi Beth M*** Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJodi Beth M*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, MsM [redacted] stated that she called one of our retail stores to inquire about our devices and was offered a Buy One Get One Free device promotion She further stated that she was advised that her monthly bill would total $plus taxes; however, her subsequent bill was $ MsM [redacted] also stated that she contacted the store manager but her issue was not resolved with her Sprint 14-days Satisfaction Guarantee period Further, she stated that she contacted our Customer Care department and was advised that she would need to enroll her account in our automatic payment program to receive her discount MsM [redacted] also stated that she wanted to pay for her device charges but was advised that if she paid her devices early, she would lose her promotional lease credit And last, MsM [redacted] stated that she sign up to receive the Magic Box to improve the signal strength but was advised that it was on backorder We regret that our network in MsM***’s areas may have fallen below her wireless communication needs or expectations Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customersWe spoke with MsM [redacted] on August 15, 2017, and advised her that her service plan would be $if her account was enrolled in our automatic payment program because she would receive a $monthly credit per line of service We also advised her that the Magic Box was on backorder, and we would begin shipping them in about two to four weeks Moreover, because of any possible misunderstanding regarding our service plan terms, we offered her a $account credit, which is equivalent to a $monthly credit for three months that she would have received if her account was enrolled in our automatic payment program We also offered her a $credit for her coverage issues for a total credit of $ MsM [redacted] accepted our credit offer and was satisfied with our resolution We appreciate MsM [redacted] for taking time to provide details of her experience with our retail representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further reviewIf we can be of further assistance regarding these matters, MsM [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

October 10, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , Nene [redacted] Sprint Account XXXXX***... Sprint Cases [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms. Nene [redacted] . We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms. [redacted] advised that at the time that she upgraded her phone, she was offered a free tablet with no monthly charges by a retail store employee. She further stated that she returned all equipment to the retail store and was not aware that a restocking fee would be assessed. Therefore, Ms. [redacted] requested an apology from the store manager, and compensation for the time invested in resolving this matter. In accordance with our 14-Day Satisfaction Guarantee, customers are responsible for all their usage charges (included but not limited to Monthly Rate Charges, add-ons, casual or out-of-plan usage and related taxes and Sprint surcharges) and applicable charges and/or fees (including but not limited to Spending Limit Program Charge, Paper Bill Fee, Detail Bill Fee) on a prorated basis. Additionally, a restocking fee of $75 for netbooks, notebooks and tablets, and $35 for other devices may apply. If the product is returned in its original unopened packaging or has not been activated, no restocking fee will be applied. We confirmed that Ms. [redacted] ’s phone line reflects that she is currently eligible to upgrade. We contacted the district and store managers in her area to work with Ms. [redacted] to expedite a resolution. Ms. [redacted] went to the store on October 6, 2017, and upgraded to the new iPhone 8, and traded in her previous smart phone to receive a 50 percent off promotion. Also, in appreciation of her continued patronage, she received a free phone case and screen protector. We confirmed that all of the charges for the tablet have been removed from her account. Ms. Adandga advised that this matter has been resolved to her satisfaction. We appreciate Ms. [redacted] for taking time to provide details of her experiences with our retail employees. 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] ’s concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience that this matter may have caused Ms. [redacted] . If she needs further assistance, she can contact me toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7 a.m. to 5 p.m., Central Time. Sincerely, Michal M. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: sprint keeps all records of conversations in their log and it was confirmed by another rep stating I see that Convo you are speaking about and then he stated after I asked to speak to a supervisor no o can't see the messages now there is something wrongI didnt opt in yo reviece emails from the Convo like I should have I did for the last Convo though and screen shot itI even told the reps I didnt unstanded the promoThe reps told me I qualifyWhy won't this lazy as sprint employee that lacks customer service help someone out? If I am authorized to speak on his account with a rep in the sprint call center or to activate my phone at any store why wouldn't the same apply for this.? Anything to not do your job I see Regards, [redacted]

---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Thu, May 18, at 7:PMSubject: Fwd: ID [redacted] To: [redacted] Dear [redacted] ***:My complaint has been resolved successfully thanks to your assistance in the matterIt is greatly appreciatedRegards [redacted]

March 15, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Mr [redacted] : The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she made a down payment towards one of our devices, but was denied service because her account was flagged for potential identity theftShe stated that although she never had service we have not refunded her down paymentAs a result, she is requesting that we process a refund During our discussion with Ms [redacted] , who authenticated the account, we advised her that our records reflect that Ms [redacted] made a down payment of $for a device, however, we could not approve her for service because she was still a minorAs such, we processed a refund check for the down payment she made at the point of saleShe confirmed the receipt of the refund and we apologized for the length of time it took to process her refund We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representativesWe regret that the level of service she received was not indicative of the world-class service we strive to provideThe feedback she provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, please 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

April 25, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate you once again bringing this matter to our attention Mr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a Samsung Galaxy device activated on Sprint's network Mr [redacted] has indicated that he would like the device unlocked As stated in our letter to the Revdex.com dated April 18, 2017, unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking 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 Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock We confirmed that Mr [redacted] ’s Samsung Galaxy device is eligible for MSL unlocking Please note that we provided Mr [redacted] with the MSL associated with his device in April Although Mr [redacted] may disagree with our position, we are confident that his concerns have been fully addressed and resolved to the best of our ability Consequently, all further inquiries regarding this matter will be met with the same response If Mr [redacted] has any further questions regarding his matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

August 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Toya [redacted] Sprint Account XXXXX***, Vincent [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsToya [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a recent accessory promotion advertised in one of our retail locations when she activated her Sprint services Although she acknowledged that she subsequently learned from the manufacturer that the promotion was expired at the time of her device transaction and that she received an account service credit equivalent to the value of one promotional accessory, she requested that we provide additional credits for the other accessories for which she should have qualified We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s eligibility for the referenced promotional offer Our records reflect that Ms [redacted] started her services with Sprint on Jun 16, 2017, by porting five mobile numbers to our network from another providerOur records also reflect that the referenced offer for a free accessory with the purchase of a qualifying device expired on May 27, 2017, but that the management team of the location where she activated her services applied a credit of $to her account on July 28, 2017, as a one-time courtesy due to any possible miscommunication that may have been provided related to that offer We spoke with Ms [redacted] on August 18, 2017, and explained the information outlined above Ms [redacted] acknowledged that information but reiterated her request that we provide additional credits to her account for the remaining three free accessories for which she applied Based on additional information Ms [redacted] provided related to her instore interaction, we agreed to forward her request to our executive management team for additional review and to follow up with her promptly During our August 21, 2017, follconversation with Ms [redacted] , we informed her that, as a result of that review, we confirmed that the actions taken in response to her inquiry were appropriate and that no further credits are due As such, our position remains unchanged While we regret that Ms [redacted] remains dissatisfied with our response, we believe that her reported concerns have been fully addressed We regret any inconvenience this issue may have caused Ms [redacted] If we can be of further assistance with these concerns, or if she would like to provide additional information for our consideration, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland ( [redacted] 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 I'm so thankful for organization such as Revdex.com that can assist customers in fair business practice and to get hold of responsible people Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***Hello, I have been with sprint for years if what John says in is comment was truth I would have never left a company that I've been with for yearsSo this case can be drop because I am not worth sprint no longer I just want to thank Revdex.com for your time