Sprint Corporation

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

February 24, 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 inquiry of [redacted] [redacted] submitted on January 25, We appreciate your assistance in bringing our customers’ concerns to our attention According to information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his account concernsMr [redacted] stated that on December 10, 2016, he visited an authorized Sprint Retail Store location and purchased and activated an iPhone 6s device associated with phone number ending in [redacted] via Sprint’s Monthly Installment Billing programHowever, he stated that he experienced a delay in activating the aforementioned deviceAs a result, Mr [redacted] stated that on December 18, 2016, he requested to cancel his account within Sprint’s Satisfaction Guarantee return period and return the device to the aforementioned authorized Sprint Retail Store locationTherefore, Mr [redacted] requested that Sprint review these matters and adjust his account accordingly Sprint has reviewed Mr***’s complaintOur records reflect that on December 10, 2016, Mr [redacted] purchased and activated an iPhone 6s device associated with phone number ending in [redacted] via Sprint’s Monthly Installment Billing and Satisfaction Guarantee Return programsSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Please note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returnsCustomers can utilize Sprint service without being liable for service and device chargesThe Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase, activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returnedFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersFor additional information please visit www.sprint.com/returns Furthermore, our records reflect that from December through of 2016, Mr [redacted] contacted Sprint to state that his iPhone 6s device was malfunctioning and requested to cancel the accountAs a result, on December 15, 2016, his account was assessed an Installment Billing Payoff charge of $344.77, which was reflected on his January invoiceOur records further reflect that Sprint processed Mr***’s iPhone 6s equipment return during the time period of January through February of 2017; resulting in adjustments totaling $408.66, which is reflected on his February invoiceAlso, on February 15, 2017, Sprint processed a chargeback to the credit card on file totaling $Mr***’s account is closed and we have processed a final refund totaling $to the credit card on file; please allow up to days for his banking institution to fully process the aforementioned refundHowever, he was advised to contact his financial institution within business days from the date on this letterAs such, his account reflects a zero balance We communicated with Mr [redacted] via email on February 23, 2017, and we relayed the aforementioned information to himFurthermore, Sprint has respectfully denied his request for compensationMr [redacted] has confirmed his understanding with the information that was relayed to him We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Mr***’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Mr***’s feedback We regret any inconvenience we may have caused Mr***If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst

December 8, Revdex.com [redacted] ** [redacted] Re: Revdex.com Complaint [redacted] Account [redacted] , [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she returned a device to Sprint after being mailed a return kit, but was billed for the returned deviceShe is requesting a credit for the returned device After a review of Ms [redacted] ’s account and device tracking information, we verified that Ms [redacted] did return the device per the program requirementsBased on this, we have provided a one-time credit of $to Ms [redacted] ’s account to offset the billed device chargeHer account is now closed with a zero balanceShe verified satisfaction with the resolutionWe regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension #### I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, John CExecutive Services Analyst

July 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] R [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Mr [redacted] R [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken for us to provide credit to offset an assessed charge for equipment that was presented to him as free Mr [redacted] requested that we apply the credit to his account as offered We regret any misunderstanding that may have occurred related to Mr [redacted] 's referenced device billingOur records reflect that Mr [redacted] established his five lines of Sprint service on April 15, 2017, and that he qualified for the free equipment as offered to him However, we identified an inadvertent keying error that kept the promotional award to offset those charges from applying to his account We spoke with Mr [redacted] on July 14, 2017, and explained the information outlined above We also informed him that we applied service credits totaling $to his account to offset an amount equivalent to the disputed charges in full but that, due to systematic limitations, the monthly installment charges for those devices will continue to reflect on his invoices Mr [redacted] indicated his understanding of that information and satisfaction with our actions We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

August 10, 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] filed on behalf of Sprint account holder, Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] advised that we processed an unauthorized $transaction from her bank account on June 27, 2016, causing non-sufficient fund (NSF) charges totaling $to be assessed by her bank She confirmed that we have agreed to return the payment to her bank account but expressed her dissatisfaction with our declining to refund the NSF charges She requested that we refund those charges due to our error We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s noted payment, as well as any delay in addressing her reported concerns Our records reflect that Mr [redacted] preauthorized an arrangement on May 28, 2016, to remit a payment of $on June 8, 2016, to satisfy his past-due account balance On June 8, 2016, Mr [redacted] amended that agreement by remitting a partial payment of $to his account and requesting that we process the remaining $due on June 24, 2016, using the credit card referenced in Ms [redacted] ’s inquiry The amended arrangement was accepted on June 10, 2016, and the referenced payment was processed to the preauthorized bank card on June 24, 2016, as agreed Our records further reflect that Mr [redacted] contacted our Finance department on July 1, 2016, advising that he did not authorized the payment of $on June 24, Although we confirmed the above-referenced payment arrangements and sustain that the disputed payment was authorized, representatives of our Corporate Finance department refunded the $payment to the noted bank card on July 2, 2016, and reassessed that amount to his Sprint account as past-due We contacted Mr [redacted] via telephone and e-mail to obtain his permission to speak with Ms [redacted] on his behalf, on July 29, Although we were unable to speak with him on that date, we invited Ms [redacted] to forward her bank information reflecting the referenced NSF fees to assist in our investigation of this matter Ms [redacted] forwarded a copy of her requested bank statement to us via e-mail the same date and confirmed that the referenced payment was refunded to her bank on July 2, Mr [redacted] followed up with us on August 1, 2016, to authenticate his account security PIN and provide his consent for us to discuss the matter with Ms [redacted] He also confirmed his understanding that we received Ms [redacted] ’s bank information and would follow up with her within to hours We contacted Ms [redacted] on August 3, 2016, and informed her that, based on our review of the situation, we were unable to identify a Sprint-related error regarding the disputed payment However, due to the decision of our Consumer Finance department to refund the $payment, as noted above, and based on the documentation she provided, we applied a credit of $to Mr [redacted] ’s Sprint account to offset the amount of the three noted NSF fees However, because his account reflected an outstanding past-due balance and due to our not having a payment of that amount associated with his Sprint account, we are unable to process a refund to her bank for that amount Ms [redacted] indicated her understanding of our response and her satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience this matter may have caused the [redacted] s, and we appreciate their continued business If we can be of further assistance with this issue, Mror Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, Russell [redacted] **Executive Services Analyst

April 13, 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 officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Mr [redacted] on April 12, 2016, regarding his concernWe are confident his issue has been addressed In his inquiry, Mr [redacted] indicated he contacted customer service to cancel his account due to a competitor offer that would reduce his monthly costDuring the conversation on March 24, 2016, he stated that he was offered a new plan for his four lines of service and quoted $per monthHe states that he accepted the new plan and when he received his next invoice it was higher than what he believes he was quotedAs a result, Mr [redacted] is requesting we review the matter We reviewed Mr [redacted] ’s account and the new plan went into effect on March 24, We provided a breakdown of the cost for the planHe also confirmed that he subscribes to Total Equipment Protection on his four lines of service and has four leased device chargesThese items together cost $before taxes and fees Because of any possible misinformation provided, and in an effort to reach an amicable resolution to this matter, we agreed to honor the $price plan for the next monthsMr [redacted] will be responsible for any additional charges outside of his service plan, such as directory assistance or international callsMr [redacted] accepted our offerWe will apply the appropriate credits to Mr [redacted] ’s account each month We regret any inconvenience Mr [redacted] may have experienced as a result of this matter and value him as our customerIf we can be of further assistance, he 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 H Executive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing Ms [redacted] ’s concern to our attentionAccording to the information provided, Ms [redacted] stated that after multiple attempts she has not received a detailed final copy of her Sprint bill As a result she is requesting to receive a copy of her final bill from Sprint Our records reflect that Ms [redacted] ’s account was automatically canceled when she ported her phone numbers to another carrier on March 20, and a copy of her final invoice was closed on April 13, and mailed to Ms [redacted] ’s billing address on file Upon speaking with Ms [redacted] on April 21, 2017, she confirmed she has received the detailed invoice as requestedBased on this, Sprint has verified that her issue is now addressed and resolved to her satisfaction We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me by contacting the Executive & Regulatory Services Department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

---------- Forwarded message ----------From: [redacted] Date: Thu, Mar 30, at 12:PMSubject: Complaint ID: [redacted] Filed: 3/23/17To: " [redacted] " < [redacted] >Good afternoon,This matter with Sprint has been resolvedMy wife got in touch with Sprint through Twitter and was able to speak to a customer service representative that refunded our money back into our account.Thanks, [redacted]

---------- Forwarded message ----------From: [redacted] ***< [redacted] >Date: Tue, Aug 2, at 9:AMSubject: Complaint resolvedTo: [redacted] Hi I couldn't figure out how to note my complaint was resolvedMy name is [redacted] and phone number is ###-###-####Please remove my complaint.Sent from my iPhone

June 26, 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] on behalf of our account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our representatives while trying to make payments towards her remaining balance Ms [redacted] stated in April 2017, they cancelled their service with Sprint, and her husband contacted our customer service department to inquire about the final bill estimate and payment arrangementsShe received the final bill in May 2017, for $1,and has been making the payments towards the bill Ms [redacted] said she received a letter stating the account will be sent to collectionsOn June 15, 2017, she said she went online to www.sprint.com, and tried to make a payment for $and was unable to access her accountShe contacted customer service and was told her account will be sent to collections by June 20, 2017, if the account is not paid off Our record reflects that Ms [redacted] ported out on April 21, 2017, to another wireless provider, and the Sprint account was cancelled with a final balance of $1, We also confirmed Ms [redacted] has been making payments since May 2017, and the remaining balance is $In addition, we contacted the outside collections agency and advised them to cease all further collection efforts on this account until August 4, We further confirmed no negative reporting was sent to the credit bureaus During our June 22, 2017, conversation with Ms [redacted] , the information outlined above was explained to her Ms [redacted] thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with finance care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

December 28, [redacted] ***, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account # xxxxx [redacted] Sprint Case # [redacted] Dear Ms ***: This is in response to the above-referenced letter received by our organization on December 23, 2015, regarding Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’ filing, she expressed her dissatisfaction with the inability to receive the quoted monthly service charges that were provided to her at the time of activationMs [redacted] cited when she established her Sprint account, she was quoted a monthly service charge of $per month, including taxesHowever, her monthly service charges have averaged $per monthMs [redacted] also expressed her dissatisfaction with the Sprint Discount Program not being configured to her Sprint accountAccording to Ms [redacted] , she was advised that she would receive a monthly discount due to being a member of American Automobile Association (AAA)Due to these issues, Ms [redacted] requested that Sprint review her billing concerns Please note that any invoice balance estimates provided by Sprint would not constitute a promise of future monthly service chargesThus, changes to taxes, service plan selections including the addition of a device Lease or Sprint Easy Pay option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Ms [redacted] ’ complaintAccording to our records, Ms [redacted] ’ monthly service charges total $per month which includes the $Total Equipment Protection (TEP) plan option per line, taxes, surcharges and applicable feesHowever, Ms [redacted] is leasing two devices and accessories totaling $per monthAs such, we confirmed that Ms [redacted] is being billed correctly for her services and devicesAdditionally, we located a signed Service Agreement from the point of sale, which explained her monthly service charges when she established her Sprint account in June In regard to her Sprint Discount Program concerns, due to the type of price plan Ms [redacted] is configured to, she is not eligible to receive the AAA or any type of monthly discounts applied to her Sprint account To amicably resolve this matter, we applied a $service credit to Ms [redacted] ’ Sprint account, which represents the 10% discount she would have received off of her current price plan for the twenty-four month durationOn December 24, 2015, we spoke with Ms [redacted] and provided her with our findings and resolution to her account concernsMs [redacted] stated that she understands her billing associated with her Sprint account and her concerns were addressed and resolved to her satisfaction We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf we may be of further assistance with this concern, you or she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, Ty- [redacted] Executive Services Analyst

June 30, 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 complaint of [redacted] submitted on June 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the creation of a Lease Agreement, after he elected to participate in Sprint’s Lease-One-Get-One (LOGO) promotional offerMr [redacted] requested that Sprint review this matter, provide him with confirmation that the his second Lease Agreement will be rendered as null and void, and as well as any charges billed for his second Lease Agreement would be adjusted Sprint has reviewed Mr***’s complaintOur records reflect that Mr [redacted] visited a local Sprint Retail Store location on April 22, 2017, and elected to upgrade his devices associated with phone numbers ending in [redacted] and ***, by activating two Samsung Galaxy Sdevices via Sprint’s Leasing program during Sprint’s Lease-One-Get-One (LOGO) promotional offerPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, 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 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, Mr [redacted] was provided with a clear disclosure of his equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Mr***’s Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Mr***’s plan or other monthly charges on Sprint’s part during the activation of his current plan 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offersPlease note that Sprint’s Samsung Galaxy SLease-One-Get-One (LOGO) promotional offer was effective on April 21, through April 30, Qualifying customers who participated in Samsung Galaxy SLease-One-Get-One (LOGO) promotional offer must add two new lines of service or one upgrade with one new line of service in order to qualify and must obtain two Galaxy Sand/or Galaxy SPlus devices via Sprint’s Leasing program in order to receive a monthly service credit equal to the value of the lesser costly deviceWe identified that the equipment promotions applicable for qualifying customers who participated in Samsung Galaxy SLease-One-Get-One (LOGO) promotional offer are contingent upon our verifying eligibility, and that the account credits to offset equipment charges to meet those offers can take up to two billing cycles to reflect on customers’ invoices initially and out of further need to verifying eligibility monthly qualified account credits will be applied monthly Based on our review, Mr***’s account is receiving the LOGO credit of $per month as part of the aforesaid promotional offer, which appears on the section on his monthly billing statement for the applicable phone number ending in ***Therefore, we are unable to identify any billing errors on Mr***’s account We spoke with Mr [redacted] on June 27, 2017, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, we advised that that Mr***’s June billing statement reflects that he is receiving the aforesaid LOGO credit of $per month as part of the aforesaid promotional offer and explained the qualifying terms of Sprint’s Samsung Galaxy SLease-One-Get-One (LOGO) promotional offerWe advised Mr [redacted] of his commitment with respect to each Lease Agreement and what will occur following his completion of the original Leasing term including his option to remit payment for the Lease Device Purchase Amount option for each respective device in order to fully own the associated device or return the devices undamaged and in good working condition to SprintMr [redacted] expressed his understanding and satisfaction with our explanation and that he had no further concerns We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [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

June 16, Revdex.comWard Parkway, Suite 401Kansas 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 of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she previously returned two leased devices and is currently awaiting a return kit to return a third device Ms [redacted] indicates that she has not received the return kit for the third device and wants to ensure that it is received and any related charge adjusted Ms [redacted] also advised she had an unfavorable customer service experience while attempting to resolve this matterWe regret any inconvenience this matter may have caused Ms [redacted] We confirmed that the only outstanding leased device is associated with line ending [redacted] under lease [redacted] We sent Ms [redacted] a return kit and she promptly returned the device, which was received on June 14, As a result, we adjusted the pending $Purchase Price Option (PPO) and also refunded the previous two $lease charges since she activated a replacement device on April 27, We appreciate Ms [redacted] for taking time to provide details of her recent customer service 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 [redacted] ’s input has been forwarded to the appropriate managerial staff for further reviewWe thank Ms [redacted] for being a valued Sprint customer If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central TimeSincerely, 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: This is simply irresponsibleI had no phone for days and lost thousands of dollars Epon multiple empty to speak to sprint reps, the spoke poorly to me and hung up on me This is ridiculous! And if nothing is done, I want to leave this companyThis is the poorest company I’ve ever delt with! Disgusting You guys are making it seem like it’s my fault The contract says, a new phone will be shipped over night I have all the papers, claiming the incident, requiring a new phone

[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' I'm under the 60day Satisfaction guarantee I have a business account with Sprint I filed my complaint within the days day in fact told me to take my phone up to the Sprint corporate store which I did the store refused to switch out my phones when I called Sprint back to inform them that the store had refused to switch out the phone's the number said not a problem they would ship me out to new phones and I would have to send back the old phones but they also said I would receive my new phones 1st so far Sprint has broken their contract with me over this issue I am demanding a full we thought of all moneys and they may have the phone's back I do not need to use in shorts while I'm in my day graceI'm very upset and applaud at Sprint for this action that they haveI have tried multiple times to resolve this issue sprint it they refuse Regards, [redacted] ***

March 24, 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 [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction regarding her monthly lease charge reflected on her October to March invoices for her iPhone Ms [redacted] requested that Sprint review this matter and adjust her account accordingly 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 In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint reviewed Ms***’s complaint Based on our research, we confirmed that on September 9, 2016, Ms [redacted] elected to upgrade her phone line ending [redacted] and qualified for “The iPhone on Us” promotion Per the terms of that promotion, in order to qualify for the monthly service credit for her lease, Ms [redacted] was required to return her iPhone via a promotions return kit, and agree to a Sprint Lease Agreement Our records show that inadvertently Ms***’ iPhone device was returned via a regular return process, which disqualified the number from receiving the monthly account service credit for her leased iPhone Therefore, in an effort to bring about an amicable resolution to this matter, on January 21, 2017, our billing team spoke to Ms [redacted] and offered a one-time account lump sum service credit in the amount of $448.63, which emulates a $monthly lease credit for months, and she accepted However, Ms [redacted] will continue to see the monthly lease charge for the iPhone Upon upgrading her device, Ms [redacted] was provided with a clear disclosure of her monthly lease charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her of the Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her upgrade on Sprint’s part during the upgrade of her device We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

While I accept the response, I dont agree with the response and it just makes no sense to keep pushing I will just wait till I can move to another service Thanks 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, Jerry [redacted]

June 20, 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 rebuttal complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he and his mother would have individual accounts, but he has been unable to make changes to his account because he is not the account holder He also stated that his mother was informed her phone was free, but a recurring phone charge is reflected on her monthly invoice Also, Mr [redacted] stated that the Total Equipment Protection option was added without his request Mr [redacted] has requested to cancel his account without incurring additional charges He has also requested compensation We attempted to contact Mr [redacted] by telephone and e-mail on June and 20, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful 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 the account holder to obtain the aforementioned security information before we can discuss the account or assist with the concerns raised in the complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience 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

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated she purchased a defective Galaxy Sdevice and was not satisfied with the level of customer service she received from our retail store representatives while attempting to exchange the device Additionally, she stated that she was misled regarding the monthly cost of service As a result, she is requesting that we credit her account In our effort to provide clear communication about our devices, features 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 Ms [redacted] requested clarification regarding the lease agreement charges for her Galaxy Son her invoices Ms [redacted] is subscribed to our Unlimited Freedom Plan for $a month and she subscribes to our Total Equipment Protection for $a month She accepted an 18-month lease for $a month Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, lease and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement and Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current planDuring our conversation with Ms [redacted] on May 26, 2017, we shared the aforementioned information with her Further, we advised her that she subscribed to our least expensive unlimited plan and that there were not any discounts we could provide at this time We appreciate Ms***’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 reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

June 15, [redacted] Revdex.com Ward ***way, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced inquiry of Ms [redacted] [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with the level of service she received when attempting to address service concernsShe stated that she was given a $discount for months due to the service issues she experienced, but it was not appliedShe is requesting a refund for services not rendered since On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter We appreciate Ms***’s taking the time to provide the details of her experience with our Boost Mobile representativesWe are continually seeking ways to improve the level of service we provide to our customersBe assured that we value customer feedback and that details’ regarding her experience has been forwarded to the appropriate managerial staff for review Our records reflect that the service address associated with Ms***’s Boost Mobile account is within our coverage and that we have no record of any network issue that would lead to the call quality concerns she reportedAs stated in our Terms and Conditions of Service which can be viewed at www.BoostMobile.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, you may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWe regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundableThis information is available to our customers in our Terms and Conditions of Service for Boost Mobile at www.BoostMobile.com During our conversation with Ms [redacted] on June 12, 2015, we explained the information outlined aboveAs such we respectfully declined her refund requestAs a demonstration of our commitment to excellence, and due to any possible misunderstanding that may have occurred regarding our refund policy, we applied one-time credit of $to her Boost Mobile accountAdditionally, she will receive a credit of $off her monthly service plan for the next months starting of May 26, We are pleased to inform that Ms [redacted] finds this matter resolved to her satisfaction If you have questions regarding these matters, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, [redacted] M Executive Service Analyst