Sprint Corporation

January 8, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] ’s monthly service charges are higher than what she agreed toAs a result, she would like to cancel the service; however, she disputes the accelerated lease and installment billing charges that will be assessed to her account We spoke with Mr [redacted] and she stated that the monthly service charges were to include the cost of the service plan and the monthly charges for each deviceOur records reflect that on September 27, 2015, Ms [redacted] accepted installment billing agreements for each of the devices associated with each line on her accountThe billing agreements each reflect the monthly charge for each deviceAdditionally, Ms [redacted] also accepted a document which reflects the monthly service charges for her service planHowever, due to any possible misunderstanding, we agreed to allow Ms [redacted] to cancel her serviceIn exchange for the return of her devices in good condition, we will waive the accelerated charges for her devices and the monthly service charge reflected on her December invoiceThis will bring her account balance to zeroTo facilitate the return of her devices, we sent her two return kits We regret any inconvenience that this matter may have caused Ms [redacted] If you have any further questions, you can reach me by calling the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Jaime T Executive Services Analyst

August 15, 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 above-referenced complaint filed by Ms [redacted] We appreciate the opportunity to address her account concerns In her complaint, Ms [redacted] states that she believes she was misinformed regarding receiving a replacement iPhone deviceShe also expressed her dissatisfaction with the level of customer service she has received As a result, Ms [redacted] cancelled her account and is requesting that Sprint send her a package to return her iPhone device In discussing these matters with Ms [redacted] on August 15, 2017, we thanked her for providing us with the details of her experiences We advised her that we are seeking ways to improve the quality of service provided to our customers We expressed our sincere apology for the level of service she received and for any miscommunication regarding her account and device replacement options On August 15, 2017, we sent Ms [redacted] a return label to facilitate the return of her iPhone deviceAfter the equipment is received in our warehouse, we will apply a credit to her account to offset the disputed charges The above-referenced account will remain in “escalated status” with our office until August 31, 2017, to allow sufficient time for the equipment to be received in our warehouse If I can be of further assistance regarding this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

July 3, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s inquiry, she disputed five unauthorized payments withdrawn by Sprint from her bank account and expressed her dissatisfaction with the length of time taken for us to refund those payments and with our offering only a $credit to compensate her Ms [redacted] requested that we process the refunds and provide appropriate compensation or allow her to terminate her Sprint services without any additional billing We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s disputed payments, as well as any delay in responding to her refund request During our discussion with Ms [redacted] on June 29, 2017, we identified that the payments were processed due to external bank account breaches and that refunds totaling $were processed to her bank account on June 5, Ms [redacted] confirmed that her refund was received; however, she reiterated her frustration with the length of time it took to process the refund We thanked her for her candid feedback and offered to apply a credit of $to her account to offset an amount equivalent to one month’s service charges Ms [redacted] accepted our offer and indicated her satisfaction with our response We appreciate Ms [redacted] ’s taking time to provide 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 Ms [redacted] provided has been forwarded to the appropriate management staff for further review We regret any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from a.mto p.mCentral Time Sincerely, Katherine [redacted] Executive Services Analyst

October 4, 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 In the information provided, Ms [redacted] stated that she is currently experiencing some financial hardship and was not satisfied with the level of customer service she received during a recent call to complete a payment arrangement Further, she stated that our Customer Care group has not allowed her to setup a payment arrangement on her account As a result, Ms [redacted] is requesting that we restore the service on her account and allow her to make payment arrangements on her account As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment of your bill is due upon receipt However, we realize that situations may arise that prevent customers from making the required payment by the due date and we can assist with payment arrangements if available However, not all payment arrangement requests can be honored During our conversation with Ms [redacted] , we advised her that her account is past due, and in order to restore the service the entire past due balance must be paid Further, in an effort to resolve her complaint and as a one-time courtesy we applied a credit of $to offset the late fees and a portion of her monthly service charges that were assessed to her account, with the condition that she pay the remaining balance of $She accepted the offer and we assisted her in processing the payment We appreciate Ms [redacted] ’s taking the time to provide us with the details of her customer service experience 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 we may be of further assistance with this matter, please contact us 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 TimeSincerely, Tobias TExecutive Services Analyst

June 2, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom... It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] states that he visited the store to activate two devices on March 22, 2017. Because of service issues, he states that he cancelled service on March 28, 2017, within the Sprint return policy timeframe. He states he returned the two devices on March 30, 2017, and was charged a restocking fee of $70. He further states he was informed that he would be refunded $69.02 for the activation fees within two weeks. Subsequent to his service termination and returning his devices, he states his account was assessed charges totaling $1,436.74. He also states he did not receive his refund for the activation fees. As a result, he is requesting that he be refunded for both the activation and restocking fees for cancelling service within the return timeframe. He also request that the account be removed from collections and would like an explanation as to why this happened. We spoke with Mr. [redacted] on May 23 and June 2, 2017, regarding his account billing and refund concerns. During our discussions, we advised him that the cancelled account is finalized and reflects a zero balance. We also confirmed that he received his refund in the amount of $69.02 for the activation fees and will received an additional refund for $70 within three to five days for the restocking fees. Mr. [redacted] stated that he accepted our handling of the matter and did not require any further assistance. Accordingly, Sprint considers this matter fully addressed and resolved. We regret any inconvenience this matter has caused Mr. [redacted] and the delay of his refund. We appreciate Mr. [redacted] for taking the time to provide us with the details of his customer service experience. 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 have been forwarded to the appropriate managerial staff for further review. If Mr. [redacted] needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:15 a.m. to 4:15 p.m., Central Time. Sincerely, Alethea B. Executive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and would like to further clarify on [redacted] responseI did verify the call time made, however, it was more than a misunderstanding on my behalf, but rather an error on the plan assigned when I asked for an international plan for my locationI was given a Japan plan, not Iraq, and no one could explain whyI also should have been able to make those calls without receiving additional charges, and that is why they offered the $credit, and I acceptedI am still upset that I still am not eligible for either of the discounts I used to have, as it always seems that Sprint is finding ways to charge meAlso, after accepting the credit and paying my bill, my service was cancelled on the 15th and I had to text and email in to get my service restored, which was apparently ANOTHER accident their service reps madeWaste of time and energy, over charges constantlySprint is terrible, and I plan to cancel my service once my phone has been paid for, so I do not have a device I cannot use that I owe on 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: When we signed up with Sprint the company gave us promotions that contradict itselfWe were offered the upgrade every year plan at an additional charge with the companyIf we were told that these promotions would cancel each other out we wouldn't pay more for the upgrade every year planAt this point what we are asking is to be let out of our leases so that we can go to a more competent companyWe have received horrible customer service as well as non ethical business practices with Sprint Regards, Daniel [redacted]

December 2, 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 inquiry filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s complaint, she has been unsuccessful in reaching a representative to discuss payment arrangements and restore her service Ms [redacted] advises that she is dissatisfied with the overall level of service provided, and is seeking both an apology from Sprint and to be released from her equipment agreements We apologize for the circumstances that prompted Ms***’s complaint We spoke with Ms [redacted] and explained that our policies involving payment arrangements have tightened and we are not always able to accommodate a customer’s request to extend arrangements while guaranteeing service While we appreciate Ms***’s business, the payment arrangements we have previously provided to her in the past have been a courtesy on our part, and unfortunately, the requirement at the time she called in was to collect the entire past due balance on her account so that she could continue to enjoy our services As per our Terms and Conditions of Service, we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment towards a past due balance Our records indicate that Ms***’s service was restored on November 17, 2016, with her payment of $and a new payment arrangement that was established for the remaining balance due at that time On November 22, 2016, we contacted Ms [redacted] and discussed her billing and payment concerns in detail As a gesture of goodwill, we applied credits to her account totaling $and placed her two lines of service on a more competitive price plan that provides unlimited talk, text, data, plus 5GB of mobile hotspot use Ms***’s former rate with Sprint was approximately $each month with taxes, equipment, and surcharges and her new rate is estimated at $per month with taxes, equipment and surcharges, which equates to a $monthly savings Based on the actions we have taken, we are pleased to inform you that Ms [redacted] no longer desires to cancel her services with Sprint We appreciate Ms [redacted] for taking the time to provide us with the details of her recent customer service experience, as we are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We thank Ms [redacted] for remaining a valued Sprint customer If she needs further assistance with this matter, she can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, [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 11492463, and find that this resolution is satisfactory to me 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: Despite the explanation there was no resolution to the matterI was told that the executive director of sales would contact me of which he did and I requested a call back and did not receive oneThe respondent was exceptionally rude with no offer to a resolution to the issue and when asked to speak with someone else was told there was no one elseI was less than pleased with the response as it had no resolution other than an apologyLaToya continues to state that a refund was made however I have not received any documentation reflected in my account that it was applied however she stated that she sees it notedI have been extremely displeased with my sprint services and my bill is now higher than it was before for a billing error that sprint made again with no resolutionI refuse to speak with LaToya as she has not offered any resolution other than an inconsiderate apology Regards, [redacted] ***

June 28, 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 of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he contacted our customer service department to discuss upgrade options for his two existing devices Mr [redacted] advised that he was offered a reduced service plan and two Galaxy S8+ devices, plus activation fees waivers Mr [redacted] advised that when he was transferred to complete the order, the new agent did not quote the same offer, and he had an unfavorable customer service experience in his attempts to obtain the original pricing he was quoted As a result, Mr [redacted] is requesting that the original rate offer be honored We contacted Mr [redacted] to discuss his billing and upgrade concerns in detail Mr [redacted] advised that he did not complete his upgrade order due to inconsistent information he received regarding the new service plan he was offered in conjunction with the device upgrade The new service plan was to cost $per month and he states he was to be able to retain his employer-based discount We explained that his two lines were switched to the $Unlimited Freedom plan with Auto Pay effective June 26, We advised that this is a promotional offer and the rate is good until June 30, 2018, as long as he continues to remain on AutoPay During the promotional time period, the corporate discount does not apply; however, after the promotional period has ended, it will provide a $per line discount to his account as long as he remains eligible for the Sprint Discount Program We also confirmed that the upgrade fees will be waived for upgrading his devices as part of a current promotional offer for purchasing online at www.sprint.com or by calling our Telesales department Based on the information we provided, Mr [redacted] completed his device upgrades on June 20, We appreciate Mr [redacted] for taking time to provide details of his 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 Mr [redacted] ’s input will be used in our ongoing efforts to improve our training and processes We thank Mr [redacted] for being a valued Sprint customer If he has any further questions regarding this matter, 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 Time Sincerely, April [redacted] Executive Services Analyst

Tell us why hereOctober 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] cited multiple billing concerns, including our posting a payment he remitted toward new device leases to his account balance instead and our assessing data service charges to one of his lines of service that has an older-model device that does not use those services He requested that we correctly apply the equipment payment to his device leases and remove the data charges from the referenced line of service He also requested that we provide compensation for his time spent addressing those concerns We appreciate Mr [redacted] ’s taking time to provide 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 customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s billingOur records reflect that he upgraded the devices on three of his lines of service on September 10, 2016, at reduced, subsidized pricing with his acceptance of two-year agreements His referenced $payment was required to offset the unpaid balances of his previous device leases We were unable to identify any error on the part of Sprint related to his device billing or payment postingWe also verified that Mr [redacted] ’s referenced line of service is active on our 40GB High Speed Data Share Plan for $per month In addition, that line is also assessed a $per month Phone Access Charge that cannot be waived; however, we are not billing any additional data service charges to that line During our conversations with Mr [redacted] on September and October 7, 2016, we provided the details outlined aboveMr [redacted] indicated his understanding of that information He then inquired about other concerns not related to this inquiry, which we also addressed to his satisfaction We regret any inconvenience these issues may have caused Mr [redacted] If we can be of further assistance regarding these matters, 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 3:p.m., Central TimeSincerely, Minnie SExecutive 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 meThank you 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 However the return package has not been received and I do not want any more charges as I had to have the phone for [redacted] unlocked for the new provider Per the conversation, it was noted that I would be sent the return packaging for the leased phone for me to return it Please send ASAP so I will not have to worry about the inconsistency of Sprint and they try to change their decision and charge me for the phone Once I receive the package to return the phone to Sprint for Free I was informed I would have days to return it Please confirm and again, I am very upset that I had to leave after over years (2004) all because of a few hardships, poor customer service and hold times, inconsistency, and errors on their behalf and they can not offer me any payment arrangements ever again, it is just absolutely unacceptable, as no one can dictate the future 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: Hi, so I read the overview I guess I'm confused as to what the offer was It's very clear that Sprint has no intention of further helping me with my deviceI shall seek help through other meansI also didn't like the manager/supervisor's (I believe he name was " [redacted] ***") approach when we were in contactI thought he was insensitive with his choice of words when addressing the situationFurthermore, he also made it seem like I was trying to "get over" (I can't stress how uncomfortable this was.) on sprintWhich I thought was beyond insultingFrom his voicemail to our actual conversationI also found it upsetting that when I brought this to his attention he responded by saying I'm not trying to be offensive but realistic My main reason for writing to you via Revdex.com was because I was having the audio issue but also because didn't like the customer interface I was receiving from Sprint and this interaction further demonstrated sprint's lack of good customer serviceTo me as of now, it's not about the phone but just the complete the customer serviceI can't and I won't speak for all the managers/supervisors from sprint's executive service department (because I only spoke with one)But I think the company should be more aware of how they address problems and the tone and choice of words they useAs I explained to "***" I'm a college student I work part time and by the time I pay my sprint [redacted] and other ***s that $dollars that he kept saying with a tone is "reasonable" is not to me I'm not working at Sprint making the salary he or any of the other managers makesI just thought it was very insensitive and insulting when he kept saying itI'm almost sure I'm not the only customer on a budget that has Sprint as a carrier who would think the same exact thingAnd when the crack on the phone came up, I didn't like that he was making it seem like I was trying to put blame on sprint or make it seem they are liable for itIt just wasn't the best experience, at this point, I don't see it getting any better eitherI felt attacked instead of helped during the last conversationThanks for the helpI shall seek a solution elsewhere However, I will make sure to voice my dissatisfaction, not with the phone troubles but just with last experience I hadRespectfully, [redacted] T 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:I have already paid the upgrade fee of $in store on August 2, or thereabouts.This should be credited to my August bill immediatelyThe fact that Sprint sent $worth of merchandise times to an apartment building, without requesting signature or delivery in hand is negligent at best! I received deliveries all the time, from the USPS and UPS without a hitch! Secondly, I contacted MrTerrence [redacted] numerous times, both by email and by telephoneThe last time I emailed Mr [redacted] was August 1st and have yet to receive an email responseMrTerrence [redacted] called me approximately three to four times, most were minutes before the end of Sprint's business day, and when I called back he was not thereMr [redacted] has not taken this complaint seriously, nor has any other representative from Sprint I have been a customer of Sprint for about years and this is the worst customer service experience I have ever had and I will dissuade all acquaintances from going to Sprint Regards, *** [redacted]

May 5, Revdex.comWard Parkway, Suite 401Kansas 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 referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she is not satisfied with the level of coverage in her home area As a result, Ms [redacted] is requesting that we allow her to cancel her account with no penalty Sprint has reviewed Ms [redacted] ’ complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides good coverage in the referenced area Additionally, our records reflect that her subscription has substantial usage each month Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures We would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We attempted to contact Ms [redacted] at the telephone number provided in her inquiry on April 24, 28, and May 1, 2017, and mailed a letter to the address on file; however, we have not received a response to our contact attempts We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account Ms [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usIf 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 TExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Hello I would like to reopen case # [redacted] . I received an email regarding our prior case, but did not reply in time to dispute Sprint's offer to resolve the case. I believe their offer is unfair for what Sprint's store manager quoted us at the time. I also believe that Chanda L (Executive Service Analyst) was unprofessional and one sided to what she could do to help resolve this issue.I want to receive the offer that was quoted to us at the time by the Burley, ID store manager. Regards, Cristina R***

November 2, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] on the behalf of J [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 October 24, 2016. 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 level of customer service he received from Sprint, while attempting to resolve his billing concerns. Mr. [redacted] further expressed his dissatisfaction with the inability to receive a credit of $699, after he returned the iPhone 7 device to Sprint. Mr. [redacted] requested that Sprint review this matter, and adjust his account accordingly. Sprint has reviewed Mr. [redacted] ’s complaint. Our records reflect that Mr. [redacted] established services with Sprint by porting-in phone numbers ending in ***, ***, and [redacted] on August 4, 2016, and activated devices via Sprint’s Leasing program. Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease. After further review of our records, Mr. [redacted] contacted Sprint on September 15, 2016, with the intent of upgrading his iPhone 6s Gray 16GB device to an iPhone 7 Silver 32GB device. Mr. [redacted] successfully upgraded his device associated with phone number ending in [redacted] and returned his iPhone 6s Gray 16GB device via Sprint’s Giveback program. However, Mr. [redacted] elected to continue to utilize his original device, the iPhone 6s instead of the iPhone 7 32GB device. Therefore, he contacted the local Sprint Retail Store location to return the above device. On October 10, 2016, Mr. [redacted] contacted Sprint with regards to the charges assessed to his account. In response to his billing concerns, he was advised that due to the cancellation of the Lease Agreement associated with the iPhone 7 Silver 32GB device, his account was assessed Lease cancellation charges. At that time, Mr. [redacted] advised that he returned the device on September 29, 2016, and Sprint representatives confirmed via the UPS tracking number provided by Mr. [redacted] , that we received the above device on October 3, 2016, in our Returns warehouse. As such, the charges related to the cancellation of the Lease Agreement associated with phone number ending in [redacted] were adjusted accordingly on October 12, 2016, after verification of the receipt of iPhone 7 Silver 32GB device in good working condition. We spoke with Mr. [redacted] on October 27, 2016, to discuss his concern in detail and relayed the aforementioned information to him. During our conversation, we confirmed with Mr. [redacted] that his concerns were previously addressed and resolved to his satisfaction. However, Mr. [redacted] expressed his expressed concerns with the length of time his account issues were resolved. We appreciate Mr. [redacted] taking time to provide details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr. [redacted] ’s feedback and will utilize this input to improve our training and processes. To provide closure for this matter, Sprint offered a one-time courtesy adjustment of $35.16 to his account to offset the monthly recurring charges as reflected on Mr. [redacted] ’s October 7, 2016 billing statement. Mr. [redacted] accepted our offer and confirmed he considers the matter resolved. We apologize for any inconvenience this matter may have caused Mr. [redacted] . 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 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, David H. 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: Regards, Mladen M*** Hello, I am so disappointed to hear this kind of answerAs I stated before it was Sprint sales representative that told me about promotion and misled me that it is going to be appliedI saw promotion when buying new phone for my wife and was reassured by representative in the store that I can still get it even couple of days laterI wasn't aware of the same day purchase since Sprint representative didn't mention that in our conversationI was thinking about it and when I came back that representative said it is still going to be appliedI didn't think of it any further at that time Also in my conversation with you the other day you mentioned that you would give me my money back if I still had account with you but because I don't you can'tYou offered to me to have it transferred to some friends account that is in Sprint networkNow in this letter you didn't mention that at allSprint has send me gift cards before for referring friends I don't see way that can't be done again Best regards Mladen M***