Sprint Corporation

... Executive & Regulatory Services P.O. Box 169014 Irving, TX 75016 May 2, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Complaint [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 attention. In her complaint, Ms. [redacted] stated that she was informed she would not be charged an Early Termination Fee (ETF) if she canceled her line of service ending ***. Therefore, she is requesting that we waive the ETF assessed to her account. 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 have reviewed Ms. ***’s account and it appears that this issue may be resolved. Our records reflect that the disputed ETF has been adjusted. We attempted to contact Ms. [redacted] by telephone and e-mail on April 17 and 27, 2017, to confirm that her issue has been resolved. Unfortunately, we were unable to reach her. We look forward to speaking with Ms. [redacted] and encourage her to contact us at her earliest convenience if her issue remains unresolved. We regret any inconvenience this matter may have caused. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 9:30 a.m. and 5:30 p.m., Central Time. Sincerely, Terrence M. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I'm was told that they were going to open a case in regards to the tablet that was supposed to be free of charge and costYes I did sign paperwork at the time of purchaseIt was electronic on a tablet and I never got to review the contract before signingI only got to see the copy when it was sent to my email after I left the storeI'm not satisfiedThis tablet and it's cost should be waived completelyI was lied to and told it was 100% freeIt's not fair I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Susan [redacted]

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attentionBased upon the information provided in the inquiry, Mr [redacted] states that he is not satisfied with the level of coverage in his home coverage area and would like to cancel the account without any penaltyWe regret that Mr [redacted] ’s experience with service in his local calling area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersAs stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds 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 As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same During our conversation with Mr [redacted] on July 31, 2017, we advised him that our records reflect that he is in an area where we provide good coverage which could cause some problems making calls indoorsMr [redacted] states that although he has reported his coverage issues on a monthly basis and we have opened network tickets to resolve his concerns his service coverage has not improved He stated that he has continued to experience coverage issues and as a result, we offered to release him from his current lease agreements with the condition that he returns the undamaged devices currently active on his account Mr [redacted] also has the option to keep the device and pay the remaining lease payments and end of lease purchase price for each deviceMr [redacted] stated that he would return the devices once he established service with a new carrier We advised him that he is responsible for any remaining balance on the account and that this offer is valid until August 17, 2017, the end of his current billing cycleIf 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 TimeSincerely, Tobias TExecutive Services Analyst

May 5, 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 According to the information provided, Mr [redacted] had difficulty getting Customer Care to transfer the remaining balance of $left from his small business account to his active Sprint wireless account, or to simply receive a refund for the overpayment made We spoke with Mrs [redacted] on May 4, 2017, and confirmed that the small business account was not associated with BoostThe account number searched by the Customer Care agents was related to a dormant account application in the Boost database In an effort to resolve, I agreed to apply the credit of $to her active Sprint account and finalize the closure of the small business account With this action, Mrs [redacted] considers her complaint fully resolved We appreciate Mrs [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 customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Mr& Mrs [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Mrs [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

July 6, 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 referenced inquiry of [redacted] submitted on June 10, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her account concerns Ms [redacted] stated that she was informed by our Customer Care group; specifically stating that she has the ability to port-out a line of service without penalty in exchange for activating a new phone number onto her current Lease Agreement However, Ms [redacted] account was assessed the remaining Lease cancellation charges after porting-out to another wireless service providerTherefore, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’ complaint According to our records, Ms [redacted] established service on phone line ending in [redacted] on April 7, 2017, by activating an iPhone device via Sprint’s Leasing program Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease We have confirmed on June 9, 2017, that our Customer Care group provided Ms [redacted] with incorrect information pertaining to the Lease cancellation charges associated with her respective Lease Agreement upon porting-out phone line ending in [redacted] to another wireless service provider Therefore, Sprint has agreed to convert Ms [redacted] ’ current Lease Agreement into our two-year Service Agreement in association with her new line of service corresponding with phone line ending in *** In addition, Sprint has applied a one-time adjustment of $to offset the $Subsidized Phone charge associated with the two-year Service Agreement We spoke with Ms [redacted] on July 5, 2017, and relayed the aforementioned resolution to her Ms [redacted] expressed her satisfaction in Sprint’s effort to resolve and address her concernWe appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care group and Sprint Retail Store location We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns have been forwarded to the appropriate managerial staff for review 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., Eastern Time Sincerely, Romualdo F Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

From: [redacted] < [redacted] [redacted] [email protected]>Date: Thu, Jun 18, at 9:AMSubject: Revdex.com complaint # [redacted] To: [email protected] concern was addressed and I was very satisfied w/ the resultSincerely, [redacted] N [redacted] , Esq

September 22, 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 Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he contacted our Customer Care group to report a suspicious letter he received from a third-party alleging they were representing Sprint He stated that after he reported this he was locked out of his account and he has not been able to make his monthly payments As a result, he is requesting that we allow him access to his account During our email correspondence with Mr***, we apologized for any inconvenience he may have experienced as a result of this issue In addition, at his request we sent him the security information to his device Further, he confirmed that he received the information and was able to access his account and pay the balance on the account We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care group 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 reviewIf 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 TimeSincerely, [redacted] *.Executive Services Analyst

September 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of Ms [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that she upgraded her daughter’s phone in September She further states that the device was returned in October 2016; however, the monthly lease installment for the device continuedMs [redacted] is requesting credit for eight lease installments that she paid for the device totaling $plus taxes and fees We spoke with Ms [redacted] on August 31, 2017, and agreed to review her concerns and follwith her Upon review of our records, we confirmed that iPhone Plus device associated with line ending in ***, ordered in October was returned However, the Lease Agreement associated with the device was not canceled and the monthly lease installment continued to bill until the Lease Agreement was canceled in June As a result, we have applied credits totaling $331.84, to offset the monthly installments assessed to the account for the iPhone Plus device These adjustments will be reflected on the October invoice We attempted to follwith Ms [redacted] via telephone and e-mail on September 5, 7, and 10, 2017, to provide an update of our account findings and the actions taken to address her billing concerns As of this date, we have not received a return call from Ms [redacted] ; however, we invite her to contact our office at her earliest convenience if she has additional questions or concerns If we can be of further assistance with this matter, or if Ms [redacted] ’s concern remains unresolved, she can contact me directly 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, Jaime RExecutive 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 at this point and may change.We are awaiting the delivery of the back-ordered TV and will advise Sprint when it arrives We also acknowledge if the TV fails to be delivered we will again contact Bridgette with Sprint to follow up.We will consider the complaint closed once the promised TV is delivered Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Matthew ***

April 18, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] Sprint Account xxxxx***... Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms. [redacted] our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms. [redacted] indicates that she cancelled the service on her account and that she continues to receive invoices for remaining charges assessed to the account. As a result, she requests that Sprint cease from sending her invoices and credit her balance. During our discussion with Ms. [redacted] , we advised her that the $28.68 balance reflected on her account is valid and payable to Sprint. However, to reach an amicable resolution, we applied a $28.68 credit to offset final charges reflected on the account. The account is now in final status and reflects a zero balance. Ms. [redacted] stated that her concern was resolved. Should Ms. [redacted] need further assistance in regard to this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, [redacted] S. Executive Services Analyst

May 8, 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 According to the information provided, Mr [redacted] advised that he experienced difficulty closing his Sprint account after making multiple payments presented as the final balance Mr [redacted] further advised that he has not used Sprint service in a while; however, he is still being sent invoices to remit payment We regret that the customer service exhibited has fallen short of his expectations It is our goal to provide first-class customer service at all levels of interaction We have made numerous attempts to contact Mr [redacted] , starting with April, 25, 28, May 1, and via US Mail with a letter sent to his address on file Mr [redacted] has not been available nor has reached out to us to address his concerns 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Mr [redacted] has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted] I am rejecting this response because:Regards,Martha G [redacted] for the fifthteen time I did not set this account up therefore I am unable to give the information that you are requesting all I can tell you is that I did not sign a contract with sprintSo I wwould like to get a copy of the contract that you have showing that I signed it so I can give it to my lawyer

August 30, 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 Ms***- [redacted] on behalf of Mr [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 by a sales representative that she will need to purchase accessories in order to receive any discounts on services Ms [redacted] advised that she attempted to return the devices and expressed her dissatisfaction with her experience at our store Upon receipt of Ms [redacted] ’s complaint, we reached out to the Sprint store and a member of management contacted Ms [redacted] Due to any possible misunderstanding, we accepted the return of the previously-referenced accessories We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our retail team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If Ms [redacted] has any further questions regarding this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

August 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that when she contacts our Customer Care representatives for assistance with her account, she is referred to our web site to access her account online She further indicated that she has difficulty while attempting to access her account online; therefore, her attempts at resolving her concerns have resulted in unfavorable customer service experiences She also stated that she was informed by our representatives that her service plan was recently changed; however, she denies requesting a plan change Ms [redacted] also indicated that her charges have increased by $ As a result, she is requesting assistance with resolving these matters Based on a review of our records, Ms***’ service plan on her account was updated June 22, We communicated with the retail management team of the store she visited on the same day regarding this matter It was determined that Ms [redacted] visited the store to obtain assistance with accessing her account online She also informed our retail representatives that she wanted her number to reflect as the primary number on the account versus her daughter’s line of service In an attempt to accommodate Ms***’ requests, our retail representative changed the phone number ending in [redacted] to a new number ending in [redacted] and updated the service plan to try and flip flop the charge associate with the primary and secondary lines of service Additionally, the number ending in [redacted] is now the primary administrative number on the account As a result of these updates, Ms***’ account incurred $in prorated charges and $as a late fee totaling $ We spoke with Ms [redacted] today, and provided the information above, as well as informed her that we were not able to determine that an additional $in charges were incurred However, in an attempt to resolve her billing concerns, we offered to apply a total $credit to her account today, including the prorated charges, late fee, taxes, surcharges and fees Ms [redacted] accepted the credit, and she also indicated that our retail representatives were able to assist her with accessing her account onlineShe is satisfied We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concerns Should there be any additional questions or concerns with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she has been a loyal customer over yearsShe states that she recently upgraded her device and was double charged in the amount of $ She states her bill increased from $to $ She further states that she was informed that she would receive a loyal customer credit; however, the credit was not applied to her account She states that credit was later applied and her bill was reduced to $132, but later the credit was reversed and her account balance was back at $ Based on the information received from Ms [redacted] , she also stated that she had an unfavorable customer experience while attempting to address her concerns As a result, she states that she would like to end her service and return her Samsung Galaxy S We spoke with Ms [redacted] on several occasions regarding her account billing concerns During our discussions, Ms [redacted] stated that when she upgraded her device online, she was informed that she would receive a loyalty creditWe explained to Ms [redacted] that her account will no longer receive the $loyalty credit because the previous loyalty credit was available under her previous Lease AgreementWe further explained that when she upgraded on April 14, 2017, her $loyalty credit expired and the account is now receiving a $lease credit associated with her new lease device the Samsung Galaxy S We also reviewed her online sales order and were unable to identify the loyalty credit offer Additionally, Ms [redacted] received account credits totaling $towards the May billing statement that reduced the account balance to $ Accordingly, we believe Ms [redacted] ’ account concerns have been fully addressed to the best of our ability We appreciate Ms [redacted] for taking time to provide details of her experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter has caused Ms [redacted] If Ms [redacted] needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive 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. Vanessa [redacted] was very helpful in resolving this issue, and explaining the procedures. Thank you for resolving this matter with a positive resolution. Regards, ***e [redacted]

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 meEven though it was not LATOYA that offered assistanceIt was actually [redacted] who followed up with me and gave exceptional customer serviceIf it wasn't for [redacted] I would have left and went to [redacted] and LATOYA was actually okay with thatI sure hope LATOYA gets more training or a replacement that knows how to treat customers with respect and follow up on promises like calling customers back at the time promised! Please forward that message back to Sprint so they're aware Regards, [redacted] ***