Sprint Corporation

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to provide account credit for a device that she returned to us and described unfavorable customer experiences during her unsuccessful attempts to address that matterShe requested that we remove the disputed equipment charge from her Sprint account We regret any misunderstanding that may have occurred regarding Ms***’ billing disputeOur records reflect that the disputed charge is associated with a device for which Ms [redacted] obtained on March 2, 2015, with a 12-month lease agreement to be satisfied February 9, 2016, but that she returned the device to one of our retail locations and cancelled the corresponding line of service on November 26, Unfortunately, however, the device was not received in our warehouse until January 13, We confirmed that, as a result, credits totaling $were applied to Ms***’ Sprint account on January 27, 2017, to offset the disputed equipment charge in full During our January 26, 2017, conversation with Ms***, we explained the information outlined aboveWe also advised Ms [redacted] that the referenced credit should reflect on her February invoiceMs [redacted] indicated her understanding and satisfaction with the actions taken We appreciate Ms***’ taking time to provide details of her experiences with our retail and Customer Care representativesThe feedback she provided has been forwarded to the appropriate management staff for further review and possible changes to our customer service training and processes We regret any inconvenience these matters may have caused, but we are pleased that we were able to satisfactorily resolve Ms***’ billing concernsIf we can be of further assistance with these concerns, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday and Wednesday through Friday between 7:a.mand 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction regarding the upgrade options associated with his account Mr [redacted] indicated that he would like to upgrade the device associated with his account as he is reaching the end of his current Sprint Installment AgreementMr [redacted] requested that Sprint review this matter and allow him the ability to upgrade his current device In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements for customers to upgrade their devicePlease be advised that most of our plans allow customers to upgrade their device prior to the completion of their term commitment associated with Installment and/or Lease AgreementQualifying customers must have added the Early Upgrade aoption within days of device activation or activated on a monthly rate plan that included this as an optionIn addition, customers must have been active on the line of service for at least months and made at least consecutive payments towards their Lease and/or Installment AgreementsCustomers are required to tutheir existing, good-functioning device and enter into a new Lease or Installment Agreement In addition, an Upgrade-Activation Fee of up to $may applyFurther information can be view on www.sprint.com/upgrade During our conversation with Mr [redacted] we confirmed that he completed a repair of his current deviceAt that time, we applied a courtesy credit of $to his accountFurther, our records reflect that since the time of our interaction with Mr [redacted] , he has completed his Installment Agreement and processed an upgrade to a new device Mr [redacted] provided feedback regarding his recent interactions with our Customer Service representatives We appreciate him taking the time to provide us with the details of his experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that these matters may have caused Mr [redacted] If I can be of further assistance, he 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 Time Sincerely, John CExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Ms [redacted] A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s complaint, her account was terminated while she was out of the country attending to a personal matter She states that she was charged for services during that time and now owes Sprint approximately $441, which she is disputing Ms [redacted] is requesting that the service on her account be reinstated and all charges be adjusted In addition, she requests that her device be unlocked and she receive a refund for an iPhone device previously reported as stolen We attempted to contact Ms [redacted] by email on May 31, 2017, to discuss her dispute in detail We received a reply from Ms [redacted] advising that she would contact our office soon to discuss her concerns; however, we have not received any further contact from her after several follow up emails were sent Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaint We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest opportunity 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

March 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to resolve billing errors associated with her Sprint device lease agreements, citing that we are assessing monthly lease charges higher than the promotional rate she was quoted when she upgraded equipment for her four lines of service with usShe requested that we honor the promotional pricing ori***lly offered to her and apply credit for the over-billing assessed to her account since she established the equipment leases in October We appreciate Ms [redacted] ’s providing details of her experience with our retail and Customer Care representativesWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review Our records reflect that Ms [redacted] upgraded her four referenced devices on October 31, 2015, with our iPhone Forever promotional lease offerThat promotion offered customers the option of turning in specific iPhone device models and accepting lease agreements for a 21-month term, which would allow for a device upgrade to an iPhone 6s device with a $monthly lease; or other smartphone device models and accepting lease agreements for a 22-month term, which would allow for a device upgrade to an iPhone 6s device with a $monthly leaseOur records further reflect that Ms [redacted] turned in one iPhone and three iPhone 5s devices at the point of sale when she upgraded to her new devicesFurther review of her account revealed that all four upgrades were established with 22-month lease agreements, each at a $monthly lease rate and that, pursuant to the terms of the promotional offer, three of her leases were provided with a monthly $credit for the term of the leases, reducing the lease amounts from $to $a month During our discussion with Ms [redacted] on March 15, 2016, we explained the information outlined aboveAlthough we are unable to convert her three referenced lease agreements from months to months with a $monthly lease payment as she desires, we offered to apply credits totaling $to her account to offset an amount equivalent to her first month’s disputed lease charges plus the disputed $lease payment amount to meet her desired $at month device leasesMs [redacted] accepted our offer, and we applied the credits as agreed We regret any inconvenience this matter may have caused, but we are pleased that we were able to resolve Ms [redacted] ’s concerns to her satisfactionIf we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

December 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] J [redacted] Sprint Account xxxxx [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] Sprint received this inquiry on November 17, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the inquiry, Ms [redacted] is disputing the non-returned equipment charge assessed to her accountShe states that she upgraded her device on October 14, 2016, to the iPhone and returned her old device, iPhone and received an e-mail delivery confirmation from Sprint and the United Postal Service via the tracking number that was provided She further states she made several calls to our Customer Care department for assistance; however, her concerns remain unresolved She is seeking assistance with this matter We spoke with Ms [redacted] regarding her account billing concerns We apologize for any inconvenience this matter has causedWe explained that we are unable to confirm the return of the device and requested that she provide documentation of her return Ms [redacted] agreed and forwarded the confirmation via e-mail Although, we were unable to confirm the return, we extended an offer, as a one-time courtesy, to credit the non-returned equipment charge of $for the iPhone We appreciate Ms [redacted] for taking the time to provide us with the details of her experience regarding her account concerns and customer service experiences We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused Ms [redacted] If I can be of further assistance, you can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

January 18, 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 Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service received during his attempts to address a billing concern, citing that his service was not canceled when he initially requestedTherefore, he requested that we credit the outstanding balance and reverse any negative information forwarded to the credit bureaus related to his Sprint account We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We further regret any inconvenience that may have occurred related to Mr [redacted] ’s Sprint billingAfter reviewing our records, we determined that a payment of $posted to Mr [redacted] ’s account via our automated telephone system on April 24, 2016; however, there is no record reflecting his cancellation requestAs a result, Mr [redacted] ’s service was restored and remained active until it was canceled effective August 8, 2016, which was the end of his billing cycleHis cancellation request along with his final payment of $was processed by one of our representatives, with his consent, on July 25, Consequently, a $reconnection fee, applicable taxes, regulatory charges and surcharges along with late fees were assessed to Mr [redacted] ’s account after his final payment posted During our conversation with Mr [redacted] today, we provided the referenced informationDue to any miscommunication that may have occurred and to reach an amicable resolution, a credit of $was applied to his account on December 12, 2016, to offset the outstanding balanceAs a result, his account is now in canceled status with a zero balance, and no additional payment is due In addition, we have contacted the third-party collections agency, and requested that further collection efforts on this account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days for completion of this process We are pleased that we were able to resolve Mr [redacted] ’s account concerns satisfactorilyIf we can be of further assistance regarding this matter, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, #***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

January 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] To whom it may concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the supplemental inquiry, Mr [redacted] indicated in his inquiry that he is dissatisfied with our response to his previous inquiry He stated that he is dissatisfied with his account billing due to surcharges and stated he is not receiving his appropriate employer discountAdditionally, he is dissatisfied with Asurion deductible requirements when completing a replacement of covered devicesFurther, he remains dissatisfied with upgrade optionsIn order to receive a National Value Program (NVP) employee discount upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discount Starting on July 29, 2012, customers are required to revalidate their NVP employee discount eligibility when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Further, as stated in our Terms and Conditions of Services, discount amounts may vary and are subject to corporate contract and ongoing eligibility/enrollment criteria Our records show that currently Mr [redacted] ’s account is receiving the maximum discount eligible to him at this time Additionally, as stated in our Terms of Services at www.sprint.com, you agree to pay all Sprint surcharges ("Surcharges"), which may include, but are not limited to: Federal Universal Service; Regulatory and Administrative charges; gross receipts charges, and other chargesSurcharges are not taxes, and we are not required by law to assess them They are part of our rates we choose at our discretion, to collect from you, to recover certain costs and are kept by us The number and type of Surcharges will be provided on your invoice and may vary depending upon the location of the billing address of the device and can change over time We determine the amount for these charges, and these amounts are subject to change as are the components used to calculate these amounts We will provide you notice of any changes to Surcharges in a manner consistent with our Agreement However, because some Surcharges are based on amounts set by the government or based on government formulas, it will not always be possible to provide advance notice of new Surcharges or changes in the amount of existing Surcharges Information on Surcharges is provided during the sales transaction and is available on our website Sprint has reviewed Mr [redacted] ’s account and notes that we are unable to substantiate any billing errorsThe plan is billing accurately based on the selections made by Mr [redacted] at the point of sale Further, the service agreement provided at the point of sale accurately reflects the service currently billing to Mr [redacted] ’s accountAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Mr [redacted] subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending *** Therefore, if the problem with his device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Mr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your device (Sprint Prepaid customers are not eligible for these options) On January statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changing Customers can purchase a discounted device with an annual term agreement after months since last device purchase Sprint leasing or Easy Pay options may be available sooner Customers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized device Customers with subsidized devices may be subject to a higher monthly rate when moving to certain plans Further information can be view on www.sprint.com/upgrade We initially attempted to contact Mr [redacted] on December 5, 7, 12, and 14, via phone, e-mail, and we forwarded a letter to his billing address on file on December 12, 2016, to notify him of our attempts to contact him to discuss his concernsSince receiving his follinquiry, we again attempted to contact him via phone and email again on December 30, 2016, as well as January and 4, 2017, to discuss his concerns furtherWe have advised Mr [redacted] that due to the complex nature of his multiple inquiries, it will be necessary to speak with him directly if he would like us to investigate further Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information We regret any inconvenience that these matters may have caused We look forward to speaking with Mr [redacted] If I can be of further assistance with these matters, Mr [redacted] can reach me by calling 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, [redacted] CExecutive Services Analyst

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

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

July 7, 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 was advised that in order to restore service on her account we could setup a payment arrangement for half of the balance on the account She stated that when she attempted to make the payment she was advised that the balance in full is required to restore service As a result, she is requesting that we honor the payment arrangement she was originally provided 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 Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored We attempted to contact Ms [redacted] at the telephone number and email address provided in her inquiry on June 26, 30, and July 3, 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 us If Ms [redacted] ’s concern remains unresolved, we welcome the opportunity to further assist in addressing this matter and ask that she 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

August 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing her concerns to our attention In her inquiry, Ms [redacted] stated that she canceled her services in April and, at that time, she was advised that she had a zero balance She further stated that she returned her device to one our retail stores and she was given a receipt; however, she was billed for a Device Lease charge and that a payment was processed for her disputed charge Further, she described unfavorable customer service experiences during her attempts to resolve this matter And last, she stated that her account was referred to a collection agency As a result, Ms [redacted] requested that that we cease billing her for a device that she returned Our records reflect that Ms [redacted] was billed $for the Device Lease Purchase charge via our automatic payment program We further confirmed that this payment was refunded to her credit card on July 4, 2017, due to any possible misunderstanding on the cancellation of this program During our discussion with Ms [redacted] on August 18, 2017, we advised her that we applied credits totaling $to her account to offset her Device Lease Purchase charge since we confirmed the return of her leased device As a result, her account is in final status and reflects a zero balanceShe expressed her concern that her credit rating would be affected We advised Ms [redacted] that our records do not reflect that her account was reported to the credit bureaus We appreciate Ms [redacted] for taking time to provide details of her 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 her input to improve our training and processesWe regret any inconvenience that Ms [redacted] may have experienced as well as the loss of her business In the event that additional assistance is needed, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday between the hours of 7:a.mand 3:p.m., Central Time Sincerely, Minnie S.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

[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]

[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] ***

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attentionIn Ms***’s complaint, she denied all knowledge of a Sprint account in her name and disputed any balance owed to Sprint We reviewed Ms***’s inquiryBecause of the nature of her concern, it will be necessary for us to speak with her in order to further investigate her concern We attempted to contact Ms [redacted] on April 27, May 2, May 5, and May 14, 2017, by phone and email on file Unfortunately, our contact attempts have been unsuccessful When Ms [redacted] contacts our office, she will be provided with a Fraud Packet to facilitate our investigation into her claim Upon receipt, we will investigate the matter thoroughly If fraud is determined, we will take the necessary actions to end the unauthorized activity and apply any appropriate credits to the account to offset unauthorized billing, and we will notify Ms [redacted] promptly of the final outcome We regret any inconvenience this matter may have causedIf Ms [redacted] has additional questions or concerns related to this matter, we invite her to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Katherine D Executive Analyst

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

February 11, [redacted] Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account [redacted] , [redacted] Sprint Cases [redacted] and [redacted] Dear Ms***: Sprint is in receipt of the supplemental complaint of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionIn her supplement, Ms [redacted] stated that her device is defective and she is requesting that it be replaced at no charge As previously indicated, our records reflect that Ms [redacted] subscribes to our TEP option for her referenced line of Sprint serviceTherefore, if the problem with Ms***’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 visitsHowever, since she has had the device replaced twice in the past months, she was advised that a $repair fee is applicableIn an effort to assist Ms***, a $credit was applied to her account on January 27, Subsequently, an additional $credit was applied to her account on February 4, 2016, to address her service/repair concerns In an effort to bring closure to this matter, we placed an order for a replacement device (LG G4) today and shipped it to the address on fileThis order should be received by Ms [redacted] within business daysWe would note that Ms [redacted] may need to bring her account current in order to activate the deviceFurther, she will need to return the defective device within days via the included return package to avoid a non-return fee If you have questions regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext [redacted] I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence M Executive Services Analyst /DH/

August 15, 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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] stated that upon visiting an authorized Sprint Retail Store location and porting in several lines of service, she was enrolled in Sprint’s Contract Buyout programHowever, Ms [redacted] stated that she has not received her Reward CardsTherefore, Ms [redacted] requested that Sprint review these matters, process and mail her Reward Cards to the billing address on file 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 website at www.sprint.com have not deviated from the published information As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider Based on our research, our records reflect that on April 1, 2017, Ms [redacted] traded in her former iPhone SE device and received an instant trade in value credit of $towards her purchase of an iPhone Plus device associated with phone number ending in ***However, phone number ending in [redacted] was not registered in our Contract Buyout programAt this time, Sprint is unable to process a Visa Reward Card associated with phone number ending in ***, since the equipment purchase was not registered in our Contract Buyout program We spoke with Ms [redacted] on April 10, regarding her account concerns and further explained our Contract Buyout programAdditionally, we communicated with Ms [redacted] via telephone and email on April 14th and 15th of 2017, and relayed the aforementioned information to herAlthough no sales or promotional offer related errors were confirmed; in an effort to further resolve her account concerns, Ms [redacted] was advised to forward a copy of her competitor’s final invoice that reflects the cancellation fee charges associated with her eligible lines of service to the undersigned by August 24, Ms [redacted] has confirmed her understanding of the information that was relayed to her We regret any inconvenience this matter may have caused Ms***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 a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March 20, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the replacement process for her Samsung Galaxy Note associated with phone number ending ***; as part of Sprint’s Total Equipment Protection (TEP) planAlso, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her device concernsMs [redacted] requested Sprint review this matter, and transfer her stored text messages and photos to the replacement device Sprint has reviewed Ms [redacted] ’s complaint Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Furthermore, Ms [redacted] ’s phone line ending in [redacted] does subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Upon further review, our records indicate that on March 30, 2017, Ms [redacted] contacted our Customer Care group regarding the device associated with phone line ending in [redacted] and advised that the device is malfunctioningDuring the call, we assisted Ms [redacted] with troubleshooting her device, without successTherefore, we recommended that Ms [redacted] visit a local Authorized Sprint Service and Repair Center location for diagnostic testing to determine if her device is functioning with Sprint’s standards On April 1, 2017, Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider We spoke to Ms [redacted] on April 11, 2017, to discuss this matterDuring our call, she confirmed that equipment and account concerns were address and resolvedTo provide closure for this matter, we offered and Ms [redacted] accepted a one time adjustment of $to offset a portion of her account balanceThe adjustment will appear on the April 5, billing statementMs [redacted] expressed her satisfaction with the resolution provided to her We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and our retail store We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes 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