Sprint Corporation

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: 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 provided, Mr [redacted] stated that on April 21, 2017, he made a down payment towards an iPhone Plus, however, he requested to cancel the order and did not receive the device Further, he stated that he has not received a refund for the $down payment he made During our discussion with Mr [redacted] on July 5, 2017, we advised him that our records reflect that he made a down payment of $for an iPhone Plus, however, after the order was processed he requested to cancel the order We advised him that a credit of $was applied to his account on May 22, 2017, and we processed a refund for $back to the credit card used to make the down paymentFurther, we advised Mr [redacted] that he should allow to business days for the refund to be processed Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience this matter may have caused If I may be of further assistance with this matter, Mr [redacted] can 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 TimeSincerely, Tobias TExecutive 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

Good afternoon,After many hours and days on the phone with many different representative, the issue was resolvedMy account was credited the appropriate amountThe complaint can be closed.Thank you, [redacted] ***

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

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

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. The refund is acceptable resolution. Regards, [redacted]

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

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

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

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

August 21, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxxx [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 this concern to our attention In her filling, Ms [redacted] expressed her dissatisfaction with receiving inconsistent information provided with regard to the pay-off balance of her leased device She also stated that she did not receive the full amount of account credit offered to her during a recent interaction with our representatives and described unfavorable customer experiences while attempting to address those concerns She requested that we provide a refund due to her trouble and stress related to her reported issues We regret any misunderstanding that may have occurred related to Ms***’s device pay-off amount Our records reflect that Ms [redacted] accepted an 18-month lease agreement for her referenced device on February 6, As outlined in that lease agreement, which she signed, the estimated Device Purchase Option price for her device, if she elects to purchase it after satisfying her lease term, is $ Ms [redacted] also has the option of returning the device to Sprint in undamaged and good working condition after her lease is satisfied to prevent being assessed that charges During our conversation with Ms [redacted] on August 18, 2017, we provided the information outlined above We also explained that the Fair Market Value (FMV) of her leased device could not be per-determined at the time her lease was accepted; therefore that value was estimated However, we also identified that the FMV of her device, upon the fulfillment of her lease term, was $207.66, including applicable taxes Although we have been unable to identify any error on the part of Sprint related to Ms***’s device lease or account billing or credits, we confirmed that our representatives previously applied a $credit to her account as a courtesy during a recent interaction with her regarding this matter We then offered an additional one-time credit of $to match the credit amount noted in her inquiry Ms [redacted] accepted our offer, and we applied the credit as agreed, leaving her account with an adjusted balance due of $ Ms [redacted] confirmed her satisfaction with our resolution We appreciate Ms***’s 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 that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO [redacted] 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 Mr [redacted] submitted on Sprint on April 5, We appreciate your assistance in bringing our customers’ concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with being assessed Lease cancellation charges upon returning his devices to a third-party retail store location Mr [redacted] further expressed his dissatisfaction with his account being forwarded to an outside collection agency due to the balance reflected on his Sprint account Mr [redacted] requested that Sprint review this matter, apply an adjustment to his account accordingly and remove all negative reporting from the credit bureaus Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] visited a local Sprint Retail Store location on November 5, At that time, he established phone lines ending in [redacted] and *** In addition, he activated two devices via Sprint’s 24-Month Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Our records further indicate that Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] on August 13, 2015, to another wireless service provider, prior to completing the terms of the 24-Month Lease Agreements; effectively cancelling his account Therefore, Mr [redacted] ’s account was systematically assessed Lease cancellation and Lease Device Purchase Amount charges as indicated on the September billing statement Furthermore, Mr [redacted] ’s account was forwarded to an outside collections agency on November 25, 2015, due to nonpayment of the outstanding account balance Upon further review of our records, we confirmed on April 24, 2017, the devices associated with phone lines ending in [redacted] and [redacted] were returned to a third-party retail store locationTherefore, we applied an adjustment to Mr [redacted] ’s account to offset the Lease Device Purchase Amount charges, leaving him responsible for the Lease cancellation charges as reflected on the aforementioned billing statement In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr [redacted] a one-time courtesy adjustment to offset a portion of the Lease cancellation charges as indicated on the September billing statement Upon receipt of payment for the remaining balance due, we would notify the outside collections agency to report this inquiry as paid in full to the credit bureausWe attempted to contact Mr [redacted] via phone and e-mail on April 6, and of 2017, and mailed a letter to the address on file on April 14, 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we have not received a return call from Mr [redacted] Therefore, we continued with our contact efforts to Mr [redacted] on April and of 2017, to relay the aforementioned information and resolution to him, without successShould Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response 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 Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance, Mr [redacted] may contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-#### Ext*** I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Hakima W HWebb Executive Services Analyst

August 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated that the account holder, Ms [redacted] , experienced unsatisfactory customer service from our Retail and Care representatives in her attempt to escalate a replacement for her device Mr [redacted] requested that Ms [redacted] receive compensation for not being able to use the service and time she spent attempting to resolve this matter Our records reflect that Mr [redacted] ’s dispute involves mobile number xxx-xxx-***, which subscribes to Sprint’s Total Equipment Protection option for its LG Gdevice 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 TEP provides Sprint customers with a cost effective 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 Because mobile number ending [redacted] subscribes to Sprint Total Equipment Protection (TEP), if the problem with the LG Gis covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Each subsequent visit to a Sprint service and repair center will assess a $charge per visit, if her device requires repair or replacement within a rolling 12-month period If the problem with the LG Gassociated with mobile number ending [redacted] is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A deductible between $up to a $200, 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 [redacted] In addition, should the device require replacement through either the ESRP or the ERP portion of TEP; the replacement would be a reconditioned device of same model and manufacturer Our records reflect that on August 19, 2016, Ms [redacted] visited a Sprint Service & Repair center regarding her LG Gexperiencing hardware issues including the screen going black and that it would not power on, with no action taken On August 20, 2016, she visited a different Service & Repair location for assistance, and was advised that a replacement could be ordered for her with a commitment of 3-days to receive Due to personal time constraints, Ms [redacted] was not satisfied with the turn around time to receive her replacement and contacted our Customer Care department that same day for further assistance Regrettably, the attempts to resolve Ms [redacted] ’s concerns were not satisfactory, and her dissatisfaction and concerns were forwarded to Customer Care’s Management team for further review Our records reflect that our Care Management team spoke with Ms [redacted] on August 20, 22, and 23, 2016, regarding her equipment dispute In an effort to resolve her concerns, a credit of $was offered and applied on August 22, 2016, to offset any down payment required for Ms [redacted] to upgrade to a new device On August 23, 2016, the eligibility to upgrade to a new device for mobile number ending [redacted] was updated from August 9, 2017, to August 1, 2016, was completed Our records reflect that on August 24, 2016, Ms [redacted] visited a retail location and turned in the defective LG Gand cancelled its lease, without being assessed Early Termination Fees Further, Ms [redacted] upgraded to a LG Stylo through a 24-month installment agreement, and paid $for taxes and its Activation fee We spoke with Ms [redacted] on August 24, 2016, and the information outlined above was explained and confirmed by her We appreciate Ms [redacted] ’s providing details of her experience with our Retail and 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 further appreciate the opportunity to service Ms [redacted] ’s wireless needs Our Terms and Conditions of Service state that we are not required to provide compensation to our customers in an effort to resolve the concerns that are brought to our attention However, due to Ms [redacted] ’s unusual circumstance and her overall experience with our Retail and Customer Care representatives, we offered an additional $service credit, which was accepted We regret any inconvenience these matters may have caused If we can be of any 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 through Wednesday and Friday between 7:a.mand 3:p.m., Central Time Sincerely, Linda WExecutive 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/

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

[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 12225960, and find that this resolution is satisfactory to me Regards, [redacted]

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

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 May 30, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’s concern According to the information received, Ms [redacted] expressed her dissatisfaction with her price plan being updated upon the completion of her device upgrade Mr [redacted] requested that Sprint review this matter and take the appropriate action Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that Ms [redacted] completed an upgrade associated with phone number ending in ***, by purchasing an Alcatel 4044T device at subsidized pricing Please note that customers who are 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 viewed on www.sprint.com/upgrade As a result, Ms [redacted] ’s price plan was changed from our Fair & Flexible Anytime minute plan to our $2GB plan $with Auto Pay We spoke with Ms [redacted] on June 5, 2017, and relayed the above information to her During our call, Ms [redacted] informed us that she will port-out her phone number ending in [redacted] to another wireless service provider In response, we informed Ms [redacted] upon porting-out the above referenced phone number to another wireless service provider, we have agreed to apply an adjustment of $plus applicable taxes to offset her Early Termination Fee Ms [redacted] agreed with our resolution In addition, we spoke with Ms [redacted] again on June 7, 2017, and she has agreed to return her Alcatel 4044T device to Sprint’s Returns warehouse due to her inability to return the above-referenced device to the original point of sale As such, we sent Ms [redacted] a return kit to her address on file to facilitate the return of Alcatel 4044T deviceUpon receipt of the return of the above-referenced device we have agreed to apply a credit of $to her account to offset the purchase price of the above-referenced device As of today, we have confirmed that Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider, prior to fulfilling the terms of her two-year Service Agreement Accordingly, we applied an adjustment of $to offset the Early Termination, including taxes This adjustment will appear Ms [redacted] ’s June 16, billing statementMs [redacted] expressed her satisfaction with Sprint’s efforts in resolving her account concerns We regret any inconvenience Ms [redacted] may have experienced regarding this matterIf Ms [redacted] has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, ext., [redacted] Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] 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 customer’s concern to our attention In her inquiry, Ms [redacted] states that she had three phone lines and decided to visit the Sprint store to inquire about cancelling service At that time, she states that she was informed to contact our Customer Service department and that she would be required to turn in the leased devices listed on her account During her discussions with the customer service representative, Ms [redacted] states that she was assured that all three lines would be disconnected on April 10, 2017, the last day of her bill cycle Ms [redacted] further states that she transferred phone lines ending in [redacted] and [redacted] to a new carrier and proceeded to returned the lease devices at the store However, states that she was advised that the devices could not be returned at the locationTherefore, she contacted our Customer Service department and requested a return kit for the devices Also, during her time at the store, she asked if her account was documented for disconnection of service at the end of bill cycle She learned that the account was not documented and was still active As a result, Ms [redacted] would like to assured that she is not billed beyond April 10, 2017, the date that she requested cancellation of service She also requests that phone line ending in [redacted] be disconnected Please be advised that we corresponded with Ms [redacted] via e-mail regarding her account concern We regret any inconvenience this matter has caused her We confirmed that her service was cancelled on April 12, 2017, and that her account was assessed $towards the April billing statement; however, we applied credits totaling $to offset these charges With this credit, the cancelled account reflects a balance of $and represents the previous month’s charges for $towards the March billing statement (billing period dated March through April 10, 2017) The balance also includes a $charge for the lease cancellation fee and purchase price for the non-return Samsung Galaxy Sfor line ending in *** Ms [redacted] responded to our e-mail and thanked us for the update and stated that she has received her return package and will return her leased device Upon receipt of the device, she will receive an account credit to offset her purchase price/end of lease (EOL) charge We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can reach me toll-free at ###-###-####, extension #### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX7166, Chad J [redacted] Case [redacted] To Whom It May Concern: The above-referenced rebuttal for Chad J [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customer’s concern to our attention once moreAccording to the information provided, MrJ [redacted] continues to request compensation for services due to network capacity issues experienced We attempted to reach MrJ [redacted] on September 28th and October 3rd both calls were unsuccessful As indicated in our initial response, in an attempt to mutually resolved MrJ [redacted] ’s concerns, we offered to cancel his active Lease Agreements and waive the cancelation charges contingent upon the return of the leased devices in good working condition This option was presented to allow him the opportunity to establish service with another provider as he indicates he is not pleased with Sprint’s service MrJ [redacted] declined our offer and requested an account adjustment for his network concerns As a gesture of goodwill, we extended an offer of $for months, as one-time adjustment of $He declined this offer as well Based upon our subsequent review, we believe that MrJ [redacted] ’s concerns have been addressed to the best of our ability While it is our goal to achieve mutual solutions to all of our customer’s concerns, we regret that we have been unable to do so in this case Consequently, all further inquiries regarding this matter will be met with the same response, and therefore, we must respectfully decline MrJ [redacted] ’s request for additional creditFor more important information on Sprint's network management tools, policies, including but not limited to network resources in congested areas and other related information, please visit Sprint.com/networkmanagement We regret any inconvenience this matter may have caused MrJ [redacted] If additional assistance is required regarding this matter, MrJ [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at [redacted] , extension *** I am available Tuesday through Saturday between 7:a.mand 3:p.m., Central Time Sincerely, Cher’ AL [redacted] Executive Services Analyst