Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I do not agree with the response with the phones and the way I was treated there should have been a Better way to credit my acct and they need a better way speak to people with problems And yes I replied to there email and no reply back email and never got a ca Regards, [redacted]

[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: The account in question is a closed (inactive) accountThe money should never have been accepted by Sprint in the first place and definitely should not go to my sister who is getting extra money for no reasonI also explained to Sprint that [redacted] is on Medicare and Medicaid and if she were to sign the check Sprint issued, that would be considered additional income to Medicare and Medicaid and would jeopardize her benefitsIn other words she legally cannot accept the money Sprint is trying to give herSprint has told me if [redacted] cannot accept the money that they would keep the money they acknowledge is not rightfully theirsThis is a Sprint policy issue which is causing them to illegally keep my money and they have thus far refused to return the money to its rightful owner, meUntil such time the money is returned from whence it came, they have stolen my money 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 meWe have discussed with [redacted] G on 7/28/ she needs to get authorization and we awaiting her response to activate our lines , given a corrected monthly bill Thank you Regards, [redacted]

Executive & Regulatory Services POBox 169014, Irving, TX August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that he was informed that he would not have a contract as long as his phone was paid in full, but cancellation charges were assessed to his account upon canceling his service Mr [redacted] also stated that he was charged an additional $after porting out his number He has requested a refund The Sprint Lease program is an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device However, if the Lease Agreement is canceled prior to the fulfilment of the lease term, the remaining lease balance (lease cancelation charge) is billed to the account For further information regarding Sprint Leasing Mr [redacted] may visit www.sprint.com/lease Our records reflect that Mr [redacted] activated his service in June and received iPhone 6s device via an 18-month Lease Agreement Unfortunately, by porting out his number, Mr [redacted] canceled his service prior to satisfying the terms of his Lease Agreement Therefore, the associated $Lease Cancellation charge was assessed to his account as well as a $Device Purchase amount, as the leased iPhone 6s device was not returned to Sprint Furthermore, upon cancelation of Mr [redacted] service on June 17, 2017, he had an account balance of $for charges assessed on the June 6, 2017, invoice This amount was scheduled to be deducted from the credit card on file via Auto Pay on June 26, This payment was valid and we confirmed that no monthly service charges were not assessed to his account after he canceled his service We spoke with Mr [redacted] on August 21, 2017, and explained the information provided above Further, we explained that because the $payment and the $lease cancelation charge are valid, we respectfully decline his request for a refund We regret that we were unable to resolve his concerns to his satisfaction However, we assure him that his concerns were reviewed thoroughly We regret any frustration this matter may have caused If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive 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: I have not yet been refunded the amount that I had to pay Today I put in the mail the chain of emails that unfolded between myself and MrLeland yesterday .I would like the Revdex.com to have receipt of his comments and how he admitted that his representative was an error and I would also like the Revdex.com to know whether or not I actually get the $that MrLeland and his team are trying to decide whether or not I am due! I don’t trust this company I have no reason to trust this company when you read the emails that I have put in the mail today you’ll understand why I will never recommend Sprint to anyone and I really believe that the company needs to be investigated further because their business practices are highly highly highly unethical ! I will await my full refund then and only then am I dropping this case ! Regards [redacted]

November 29, Kansas City Revdex.com Ward Pkwy, 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 for [redacted] This complaint was served to Sprint on November 10, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her attempts to resolve her defective iPhone device concerns associated with phone number ending in ***Ms [redacted] stated that in August 2016, her son broke his leased iPhone 6s device associated with phone number ending in ***Ms [redacted] further stated that she contacted the program administrator, Asurion and Sprint on multiple occasions, to inquire about filing an insurance claim and was not advised of the Day time frame to file an insurance claimMs [redacted] further stated that Sprint advised her that since the program administrator, Asurion, denied her insurance claim, she had the option to pay off her existing lease and enter into a new Lease AgreementTherefore, Ms [redacted] requested that Sprint to review this matter and replace her device Sprint has reviewed Ms [redacted] ’ complaintOur records reflect that on March 5, 2016, Ms [redacted] purchased and activated phone number ending in [redacted] via Sprint’s Lease and Total Equipment Protection (TEP) programsPlease be advised that effective 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Sprint’s Total Equipment Protection (TEP) plan is available to new and existing customersIf the problem with the handset is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the phone will be repaired or replaced at no charge at a Sprint Phone Repair CenterIf the problem with the handset is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, our customers may contact Asurion, the program administrator, to file a claimFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/protection Additionally, our records reflect that on September 27, 2016, Ms [redacted] changed the rate plan on phone number ending in [redacted] from Sprint’s Unlimited Freedom to our $Seasonal Standby planOn November 7, 2016, she changed the rate plan back to the Unlimited Freedom planHer September and October invoices reflect the $monthly recurring, $TEP and $lease chargesBased our review, we were unable to identify any billing errors We spoke with Ms [redacted] on November 28, 2016, and we have relayed the aforementioned information to herAdditionally, we advised Ms [redacted] that Sprint is unable to comment on the business practices of the program administrator, AsurionIn an effort to resolve her equipment concerns, we applied a total adjustment of $to her account, to offset a portion of her September and October invoicesAdditionally, we provided Ms [redacted] with the option for her to pay off the lease balance of $on phone number ending in ***, and she will be able to purchase a new device and enter into a new lease agreementMs [redacted] has confirmed her understanding of the information that was provided to her We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with the issues discussed herein, 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, /s/ Chanda L Executive and Regulatory 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 meRegards, [redacted] ***

August 12, Revdex.comWard Parkway, Suite 401Kansas 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s inquiry, she advised that she was misinformed regarding the cost and features included in her service plan Additionally, she stated that when she activated service she was advised that she would receive a buyout credit for the Early Termination Fee she incurred from her previous wireless carrier As a result, she is requesting that we honor the promotions she was offered at the point of sale During our e-mail exchange with Ms [redacted] on August 9, 2016, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

February 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she contacted our Sales department for information on porting a line to SprintShe states that she was offered a great rate and decided to port her phone line to Sprint and upgraded her device on another phone line as a Christmas gift She states that she purchased two iPhones that included the Lease One, Get One (LOGO) promotion and was told that the third phone line monthly cost would be $However, she states she reviewed her bill online and discovered that her third phone line would increase from $to $after March 31, She states when she contacted our Customer Care department, she was offered an adjustment of $115; however, she states this is acceptable As a result, she requests that he account continued to be billed at the rate of $for line one, $for line two and lines three through five remain at $ During our discussions with ***, we advised her that her service plan has been the same effective February and when she recently added phone line ending in to her existing service plan the cost increased to $for the third line We explained based on the terms of the special pricing plan effective March 31, 2018, the rate will increase on her three phone lines We advised her that her monthly cost will increase to $on phone lines one and two and $for the third line after March 31, We advised her that she can receives a $per line discount with AutopayWe regret this any possible misunderstanding regarding this matter and advised her that the special pricing is included in her monthly billing statements Although we found no Sprint billing error, as a gesture of goodwill, and in our effort to reach an amicable resolution with Ms***, we offered a one-time $lump sum account credit to offset eight months of her line being billed at $after March Ms [redacted] accepted our offer and understands that no additional account credit will be issued for this matter If Ms [redacted] needs further assistance with this matter, she may contact me by calling the Executive and Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of Sprint Account XXXXX***, Ms [redacted] M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] on the behalf of the account holder, Ms [redacted] M [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr [redacted] expressed his dissatisfaction with the performance of his iPhone Jet Black 128GB device associated with phone number ending in [redacted] which has fallen short of his expectationsMr [redacted] requested that Sprint review this matter and provide him with a new comparable device without further cost Sprint has reviewed Mr***’s complaintPlease note 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-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her noted phone number ending in ***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 visitsMs [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 should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep We spoke with Ms [redacted] on June 28, 2017, to discuss her equipment concern in detail and relayed the aforementioned informationDuring out conversation, Ms [redacted] confirmed that her issue with the iPhone Jet Black 128GB device associated with her phone number ending in [redacted] was resolved to her satisfactionHowever, she expressed her remaining concern with the customer service experience she encountered with Sprint Retail Store’s Management team while attempting to ensure a mutual and acceptable resolutionWe advised Ms [redacted] that we appreciate her taking time to provide details of her experience with Sprint’s Retail Management teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] and Ms [redacted] If we can be of further assistance, Mr [redacted] or Ms [redacted] can contact me directly by calling the Sprint’s 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

March 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he believes fraud was committed on his account in December and the charges stemming from the disputed phone order have not yet been adjusted As a result, Mr [redacted] is seeking immediate credit to his account for this dispute We regret the circumstances that prompted Mr [redacted] ’s complaint We spoke with Mr [redacted] and confirmed the noted fraud and assured him that all fraudulent charges will be adjusted We also reached out to our Fraud department regarding this issue and credits were applied to Mr [redacted] ’s account for all disputed charges on February 27, 2017, leaving his account with a balance due of $ We thank Mr [redacted] for being a valued Sprint customer If he needs further assistance with this matter, I can be reached toll-free at ###-###-####, ext***I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

Hi, I read the options provided to me [redacted] and I would like to take the iphone forever plan off our bill and still keep the same planSo, we are paying $per line and would like to remove thatWhich will take our bill to $We would greatly appreciate that with the means that we are still having poor servicePlease feel free to reach me at ###-###-####I understand that our billing cycle starts new on Feb Please get back to me at your earliest convenience

March 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed with your office by Mr [redacted] We appreciate the opportunity to address his concerns once again Based on the information provided in his subsequent inquiry, Mr [redacted] states that Sprint has not taken responsibility for both the inconsistent information he states that he was provided regarding Sprint’s unlocking policies and the delay that he experienced when attempting to have his Sprint devices unlocked As we previously outlined, “Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that 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 our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; The account associated with the device must be in good standing; The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and The device has been active on the Sprint network, currently or in the past, for a minimum of daysOur records reflect that Mr [redacted] did not meet the aforementioned requirements when he initially requested that his iPhone be unlocked and was responsible for paying the Fair Market Value (FMV) of his device, per the terms of the Lease Agreement he accepted in Once all the aforementioned requirements were met, the SIM unlock information was transmitted to this device on January 11, We also confirmed that the prior payments Mr [redacted] remitted for monthly charges, as well as the FMV of his iPhone 6, were for valid charges, and as such, we must respectfully decline his prior request for a refund We sincerely regret any possible misunderstanding that may have occurred regarding our device unlock process and appreciate Mr [redacted] for taking time to provide us with the details of his experience with our Customer Care department 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 Sprint strives to reach amicable resolutions to all concerns that are brought to our attention by our customers and regret that we have been unable to do so in Mr [redacted] ’s case While we regret that he remains dissatisfied, our position remains unchanged and any further inquiries regarding this matter will be met with the same response We regret any inconvenience that this matter may have caused Mr [redacted] If he needs further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central TimeSincerely, Michal MExecutive Services Analyst

June 14, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 16, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with being advised that her price plan could be updated to reflect a grandfathered price plan of $per month and phone line ending in [redacted] would be updated to reflect a Seasonal Standby planAs a result, her monthly recurring charges would be loweredFurthermore, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve these mattersMs [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaintWe spoke with Ms [redacted] on May 26, 2017, to further discuss her account concerns During that conversation, Ms [redacted] requested to cancel phone line ending in [redacted] and return the device in exchange for waiver of the Lease cancellation and Lease Device Purchase Amount charges We advised Ms [redacted] that we would investigate her concerns and follwith her accordinglyAccording to our records, on January 10, and December 15, 2015, Ms [redacted] established phone lines ending in [redacted] and [redacted] with Sprint, and activated two devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseAfter careful review of Ms***’s account, we were unable to substantiate her claimsFurthermore, on January and of 2017, our records indicate that Ms [redacted] was issued a courtesy adjustment of $to offset a portion of the monthly recurring charges as indicated on the January billing statement This adjustment is reflected on the February billing statement To provide closure for this matter, we have agreed to allow Ms [redacted] to cancel the service on phone line ending in [redacted] in exchange for the return of the device undamaged and in good working conditionMs [redacted] will be responsible for the Lease cancellation charge and we have agreed to adjust the Lease Device Purchase Amount charge Since our initial conversation, we contacted Ms [redacted] on May 31, 2017, to relay the aforementioned information and proposed resolution to herHowever, Ms [redacted] did not confirm acceptance of our proposed offerShould Ms [redacted] wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst Tell us why here

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] states she was offered an early device upgrade and went to a store to purchase a new device in January In March 2017, it was brought to her attention that instead of upgrading her phone number, a new line of service was added to her account As a result, she is requesting we review this matter We reviewed Ms***’s account and confirmed she was offered an early device upgrade for line [redacted] in January We also confirmed she was leasing a Samsung Sat that time and she upgraded to an iPhone Instead of upgrading Ms***’s current phone number, a new line of service was added with a new phone number in error, then a device swap was complete on the iPhone Because of any possible misunderstanding at the point of sale, we moved the iPhone lease to phone number ending ***We also ordered Ms [redacted] a prepaid envelope and she will return her leased Samsung Sdevice Upon receipt of the Samsung S6, we will waive her End of Lease purchase charge In addition, we issued credit for the Samsung Slease charge reflected on her January, February and March invoices We are confident Ms***’s matter is resolvedWe appreciate Ms [redacted] for taking the time to provide details of her store experience 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***’s concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience Ms [redacted] experienced may have experienced as a result of this matter If Ms [redacted] needs further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst Tell us why here

[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 Once I was able to get to the correct people in Sprint this got resolved in less than hours Thank you to C.Jand his team for the help Regards, Chad [redacted]

December 29, 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 inquiry filed by Mr [redacted] on behalf of Sprint account holder Ms [redacted] *** 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 resolve a billing error Mr [redacted] stated that Ms***’s account had been charged for multiple phones that were returned and additional fraudulent charges Mr [redacted] requested that Sprint apply account credits to offset the incorrect charges, waive the full balance for the current devices, and allow him to cancel Ms***’s account without incurring additional fees We appreciate Mr***’s taking time to provide the details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any misunderstanding that may have arisen from the conversation surrounding Ms***’s multiple equipment purchases via Sprint’s Lease and Installment Agreement programsDuring our December 28, 2016, conversation with Mr***, an authorized end-user on Ms***’s account, we confirmed the our receipt of the referenced equipmentAs a result, we applied credits totaling $2,to offset charges associated with the Sprint Installment Agreements PR- [redacted] , PR- [redacted] , PR- [redacted] , and Lease Agreements PR-L- [redacted] , PR-L- [redacted] , and a portion of their monthly recurring service charge Due to any possible miscommunication that may have occurred while discussing the terms of his equipment and service, we agreed to his request to cancel his Sprint account and apply account credits to offset the remaining equipment charges associated with his four lines of service, contingent upon the return of the remaining devices to our possession, in good working order; Mr [redacted] declined our offer and elected to remain a Sprint customer We regret any inconvenience Mror Ms [redacted] may have experiencedWe are pleased that we were able to address this matter to the ***’s satisfactionIf they require additional assistance with this concern, they can contact me by calling ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lauren DSales Operations Manager

May 11, 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: Sprint is in receipt of the above inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s complaint, when he switched to Sprint, he traded in four iPhone devices in order to obtain iPhone devices at no cost in accordance with a promotion we were offering at the time While he advised that he is receiving a service credit to offset the monthly lease charges for two of his iPhone devices, the remaining two iPhone devices are not receiving the promotional credit As a result, Mr [redacted] is seeking assistance in resolving this matter We regret the circumstances that prompted Mr***’s complaint We reviewed his account in detail and determined that the promotional offer is not awarding to the remaining two lines because the lease agreements were initiated after the promotional period had ended However, Mr [redacted] advised that the two iPhone devices in question were originally backordered and due to an error in activating the devices, the retailer canceled the order and created new lease agreements advising the promotional offer would be honored As a result of these extenuating circumstances, we explained that in order to honor the promotional offer, we applied a lump sum credit to Mr***’s account totaling $950.04, which consists of the $lease service credit for the two impacted lines for the month duration of the lease agreements We also explained to Mr [redacted] that this credit will only apply towards his monthly service charges and a minimum payment is required each month to satisfy the four open lease agreements Mr [redacted] accepted this solution and confirmed the issue is now resolved We appreciate Mr [redacted] for choosing Sprint If he has any further questions regarding this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] 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: I was told that I would get a call back and that didn't happenI received a call from someone at Sprint about my complaint and he said he would find out what could be done and he would call me backThat same day which was Tuesday September 27th one of Sprints representative called and asked about my issue and I explained it to her and she went to find me an answer which she came back and told me my phone should go out in a couple of daysI received a text from Sprint to my phone on September 28th and it stated that I could go to the store for a replacement but I called the store and was told that is not correct because if I bought it online or over the phone that I would have to go get if from them I couldn't get it in the storeSo I called Sprint and the represenative told me it would be two to three weeks before I would get a phoneWhich I apperciate him for telling me the truth because everyone else just lied to get me off the phoneSo no Sprint hasn't satified my concerns Regards, [redacted]

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX0332, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction that two of his Sprint-branded iPhone devices have not been unlocked for use on another network Mr [redacted] requested assistance with the unlocking of those devicesPlease note that “unlocking” 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 a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow another carrier’s SIM card to be inserted (either domestic or international)Unlocking a device will not necessarily make that 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/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options;The associated account is in good standing;The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr***’s referenced iPhone devices are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the devices in question on January and 29, If Mr [redacted] has further questions regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central TimeSincerely, April Jensen Executive Services Analyst