Sprint Corporation

[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 meAlthough I feel that something so simple and minor should have never had to come to this level, I appreciate Sprint finally working out what should have happened from the beginning Regards, [redacted]

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - [redacted] Sprint Case [redacted] Sprint account XXXXX*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] - [redacted] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with billing Ms [redacted] - [redacted] stated that she contacted Sprint in an attempt to have her account reviewed and have her monthly recurring charges reduced, and was advised that she could save approximately $per month by changing to a different service plan She further stated that she was later advised that she was no long eligible to receive promotional credits she had prior to the referenced service plan change As a result, Ms [redacted] - [redacted] requested that she be allowed to upgrade all lines of service on her account without a price increase in her service plan Ms [redacted] - [redacted] was contacted by a member of our escalation team on July 6, At her request, we were able to place her back on her previous service plan and reinstate her loyalty credit She stated that she would visit her local Sprint store to process her upgrade In addition, we applied a $credit to her account to assist with her upgrade We appreciate Ms [redacted] - [redacted] ’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 her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, Ms [redacted] - [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I am rejecting half of this response because this does not deal with my total complaintMy complaint involved my billing, my phone being hacked and the way customer service treated meI have called the assigned individual for this case for awhile and was unable to speak with him tooHowever, I finally got a hold of himI spoke with him and he said he would send months of my bills I have received the bills and have been looking over themI will call him back the next time he is in the office, which won't be until TuesdayWhat about my phone being hackedI'm still getting strange things going on with my phoneI keep getting a call from some praviate caller from [redacted] what is thisPlease help me

Tell us why here...May 26, Consumer Specialist 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 complaint of [redacted] submitted on May 5, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the balance reflected on her account, upon the cancellation of her serviceAccording to Ms [redacted] , she contacted our Customer Care group to obtain clarification of the charges assessed on her November billing statement, without successMs [redacted] requested that Sprint review this matter and lower the cost reflected on her account or remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] established an account with Sprint on September 7, At that time, she activated phone line ending in ***Our records further indicate on November 8, 2016, Ms [redacted] ported-out phone line ending in [redacted] to another wireless service provider, leaving her account closed with an outstanding account balanceThis balance represents monthly recurring charges and late fees as indicated on the September through November billing statementsSubsequently, her account was forwarded to an outside collections agency on December 3, 2016, due to nonpayment of the outstanding account balanceBased on our review, we are unable to identify any billing errorsAs such, Sprint considers the charges and our actions to collect the debt to be valid In order to ensure a satisfactory and mutually acceptable resolution, we must speak with Ms [redacted] directlyWe have made multiple attempts to reach her regarding her concernsWe attempted to contact her via phone and e-mail on May and of 2017, advising her of our receipt of her complaint and our need to speak with her directlyTherefore, we continued with our contact efforts to Ms [redacted] on May 17, and of 2017, without success Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, 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 accountIn accordance with that policy, 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 complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

December 21, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] – Greg K [redacted] Sprint Account XXXXX3358 Sprint... Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. Greg K [redacted] . We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Mr. K [redacted] stated that he was offered and accepted a promotional offer for Sprint’s Unlimited Freedom service plan at $65 per month, in addition to a new Samsung Note 8 device at $40 per month. He also stated that he was to receive an additional $10 per month Loyalty Discount, essentially bringing his device cost to $30, per month, for 18 months. Mr. K [redacted] requested that the promotion award as quoted. 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. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Mr. K [redacted] was contacted by a member of our escalation team on December 20, 2017, and although the Unlimited Freedom service plan does not qualify for additional discounts, in Sprint’s effort to reach an amicable resolution to this matter, he was offered a one-time account credit of $180 to honor what he stated he was quoted. Mr. K [redacted] will contact the escalation team member if he elects to accept our offer. We appreciate Mr. K [redacted] ’s taking time to provide details of his experience with our Customer Care and retail 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 his concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused Mr. K [redacted] . If he has additional questions or concerns, he can contact us by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext. 4824. I am available Monday, Tuesday, Thursday, and Friday between 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Twana T*** Executive Services Analyst

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12256775, [redacted] Sprint Account xxxxx Sprint Case 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 her inquiry, Ms [redacted] stated that for the past three weeks she has been unable to call her pediatrician or her doctor As a result, she is requesting assistance with this matter Our records reflect that a call routing issue was identified between Ms [redacted] ’s phone and the noted phone numbers This matter was escalated to our network team and the call routing issue was resolved on August 7, On August 9, 2017, Ms [redacted] confirmed that her call routing issue was resolved During our call with her, she expressed her dissatisfaction with the matter in general, and the time needed to resolve this issue As a goodwill gesture, and due to the noted service impact, we applied an account credit to offset one monthly service charge Ms [redacted] stated that she was satisfied with our handling of the matter We regret any inconvenience this matter may have caused Ms [redacted] If she needs further assistance, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

August 15, 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 filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’ complaint, she missed a scheduled payment arrangement for July 25, She stated that she contacted us the following day to advise she would be paying the past due balance on her account on July 27, 2017, and was informed that service could not be guaranteed However, after making the payment for the past due balance, she received another notification that her account required an additional payment in order to continue her service and that no other payment arrangement could be made Ms [redacted] is dissatisfied stating she was not informed that her current balance at that time would also become past due and is requesting that Sprint allow her to make payment arrangements for that balance We appreciate Ms [redacted] for taking time to provide details of her recent customer service experienceWe reviewed her account records and note that the total balance due on her account, including past due charges, was due no later than August 26, Unfortunately, with the $payment she submitted on July 27, 2017, we could not guarantee her service and full payment of the past due balance was required Ms [redacted] remitted payment for the remaining balance due on July 28, 2017, and her account is now current We thank Ms [redacted] for being a loyal Sprint customer If she 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

August 3, 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 bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences during her attempts to cancel one of her lines of service and to address a billing concern, stating that the service on her line of service ending in [redacted] was not canceled when she initially requestedShe requested that we cancel her line of service ending in [redacted] as well as process a refund for the disputed charges We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billingUnfortunately, we do not have a record of Ms [redacted] ’s request to cancel the referenced line of service prior to June 2, Ms [redacted] indicated her understanding of our explanation but reiterated that she contacted our Customer Care department to cancel her line of service ending in [redacted] on several occasions without successAs she requested, we canceled that line of service effective August 1, Although the charges are valid, as a one-time courtesy and due to non-airtime usage for the referenced line of service, we applied credits totaling $to Ms [redacted] ’s account to offset the disputed chargesThose credits will be reflected on her next invoice We are pleased that we were able to resolve Ms [redacted] ’s concerns amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

May 10, 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 filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received while attempting to resolve a billing dispute Mr [redacted] stated that an end user, ***, requested to pay off her Samsung Galaxy Note device on April 13, 2016; however, he has continued to receive monthly installment charges for this purchase Our records reflect that Mr [redacted] purchased a Samsung Galaxy Note on October 19, 2015, which was activated on telephone number ending [redacted] via Sprint’s Installment Agreement [redacted] Additionally, our records reflect that Mr [redacted] ’s Sprint account reflected a past due balance for services of $due by April 9, 2016, and we received payments totaling $1,on March 20, and April 18, We are unable to locate an additional payment of $1,for the pay off of Mr [redacted] ’s above-mentioned installment agreement As a result, we are unable to identify any Sprint billing error We attempted to contact Mr [redacted] and Ms [redacted] ***son, an authorized end user, via telephone and e-mail on May 1, 5, 9, and 10, Additionally, on May 5, 2017, we sent a letter to them at Mr [redacted] ’s billing address of record via U.S.P.S inviting Mr [redacted] or Ms***son to contact us to confirm that their issues have been resolvedThey have not responded to our contact attempts; however, based on our review, we believe that their payment concern has been fully addressed We regret any inconvenience these matters may have caused If Mr [redacted] or Ms***son requires additional assistance with these concerns, they can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

Executive & Regulatory ServicesPOBox 169014, Irving, TX September 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File [redacted] Account XXXXX***, [redacted] [redacted] 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 customer’s concern to our attention According to the information provided, a fraudulent Sprint account was established using [redacted] ’s name and social security numberMs [redacted] states that she has notified Sprint of the fraudulent account by submitting a Fraud Packet as well as filing a police report Ms [redacted] further reports that she has not been able to contact Sprint’s Fraud department to confirm that this issue has been resolvedWe completed our investigation and confirmed that fraudulent activity occurred on the referenced Sprint account, which was established in Ms [redacted] ’s name All necessary adjustments have been applied to negate the balance, and the account is closed We also contacted the outside collections agency and advised them to cease all further collection efforts on this account They, in turn, will request that the credit bureaus remove any negative reporting regarding this issue Please allow up to days for completion of this processWe regret that Ms [redacted] was a victim of fraud and further regret any frustration that may have occurred as a result of this matter If Ms [redacted] requires further assistance, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Joyce P.Joyce PettieExecutive Services Analyst

October 3, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , Mary [redacted] *** Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsMary [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was given incorrect information regarding our cancelation policy She further stated that the call was recorded and that she requested that we listen to call; however, she was advised that she was responsible for the cancelation charges Moreover, Ms [redacted] stated that she has a remaining line of service and requested a credit for her issues We regret any possible misunderstanding that may have occurred regarding Ms***’s billing concern We do not have a record that Ms [redacted] was advised that she could return her device and that her cancelation charges would be credited Our records reflect that prior to canceling line of service ending ***, our representatives advised Ms [redacted] that we were unable to accept the return of her device or credit the cancelation charges after the Sprint 14-day Satisfaction Guarantee time period We spoke with Ms [redacted] on September 26, 2017, and provided the information detailed above She stated that she sold her device to another service provider As a result, returning her device is no longer an option We advised Ms [redacted] that she needed to change her service plan on line of service ending [redacted] because she previously had a shared service plan She agreed to change her service plan, and we changed it to the $Unlimited plan As a gesture of goodwill, and in an effort to reach an amicable resolution, we offered Ms [redacted] a $credit to offset a portion of her monthly service charge Ms [redacted] accepted our offer and was satisfied with resolution We appreciate Ms***’s taking time to provide details of her experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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: I did not agree to an installment for the Samsung GalaxyEdge but was told by the person who sold me the device that I could pay it off early by making a one time full payment at the Sprint counter in the store, or agree to pay it off in a few installments I agreed to purchase the device based on the promise given by the representative that it would improve my service issues, that my Galaxy was out of date and that I could pay it off early to forgo extra monthly payments as I am only working part time and couldn't afford extra monthly payments I was promised that I would be given a Galaxy SEdge gig phone and then bated and switched I was sold a gig phone which has inadequate storage In addition, during this investigation, I was in contact with a corporate executive who informed me that they would submit a ticket for investigation of the coverage in my area to see if other customers were having the same issues I went to several Sprint stores locally and was told by different sales persons at the [redacted] **, Thousand Oaks store on separate occasions that the tower coverage in my area was not good I am very disatisfied with Sprint's lack of customer service, poor follow up with the ticket which was submitted for a service review and for not offerning me money back on my device after promising me a device with 64g, better reception and the payment option to pay it off early at my convenience in cash instore installments I was forced to pay it off over the phone at a time when I was not able to financially and was promised better reception which never happened I would like Sprint to purchase my device for the exact amount that I paid for it because it was supposed to increase my ability to hear and make calls I was baited and switched and my reception is still aweful Regards, [redacted]

February 26, 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 dissatisfaction with the level of customer service received from our representatives during his attempts to discuss the balance due reflected on his Sprint account, citing that he canceled his equipment order and service on the same day that he established service with SprintHe requested that we process a refund for the cost of the equipment and apply credit to his account to offset the balance that is reflected on his 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 regret any misunderstanding that may have occurred related to Mr [redacted] ’s original cancellation request and Sprint billingAs we explained during our February 17, 2016, conversation with Mr [redacted] , his account continued to incur charges because his service was not canceled at the time he canceled his equipment orderTherefore, due to any miscommunication that may have been provided to him and due to non-usage during that time that the service was active, we applied credits totaling $to his account to offset the outstanding balanceHis account is now in canceled status with a zero balance, and no additional payment is due In addition, we verified that Mr [redacted] ’s equipment was returned to our warehouseHe disputed his $payment for the cost of the equipment directly with his banking institution; therefore, his credit card should be refunded after his banking institution completes their investigation We are pleased to inform you that Mr [redacted] accepted our resolutionIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, [redacted] G Executive Services Analyst

September 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Luanne [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MsLuanne *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that she attempted to cancel her Sprint services in May 2017, but that she has received monthly invoices reflecting an outstanding balance each month since that timeAs a result, Ms [redacted] is requesting that we cancel the service on her account and credit the outstanding balance and refund the restocking fees paid at the time of the return Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products You can return your device to the point of sale within that time period for a full refund (day of the days starts the day after activation) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We regret any possible misunderstanding that may have occurred regarding this matter Our records reflect that Ms [redacted] purchased two new devices on May 9, Additionally, our records reflect that Ms [redacted] returned the devices on May 11, 2017, and requested to cancel her Sprint account As a result, the line of service for telephone number ending [redacted] was cancelled, as requested; however, the line of service for telephone number ending [redacted] inadvertently remained active During our conversation with Ms [redacted] on September 13, 2017, we discussed the above-information We confirmed that Ms***’s remaining line of service was cancelled on August 24, We applied service credits totaling $to offset the monthly recurring service charges assessed between May 24, and August 24, As a result, Ms [redacted] is eligible for a refund of $for the overpayment remitted on July 13, 2017; however, we respectfully decline her request to refund the restocking fees remitted on May 11, Please allow 10-days for the refund to be processed back to the original payment source We appreciate Ms [redacted] taking time to provide details of her experience with our Retail 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 Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review We regret the loss of Ms***’s business but are pleased that we were able to resolve her reported concerns to her satisfactionIf she requires additional assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

April 21, 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 We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received, Ms [redacted] stated that on September 29, 2016, she placed an order for an iPhone in accordance with a promotional offer to upgrade to the iPhone free when you traded in a qualifying phoneShe stated that the devices were not available anywhere but online and was advised that she could still take advantage of the offer She stated that she received the new phone and activated it on October 25, She stated that she returned her previous iPhone 6S as required for the promotion and the tracking number indicates it was received by Sprint on November 15, She stated that the details of the promotion indicated that it can take up to three billing cycles for the credit to be applied, and when that did not occur, she contacted us and was advised that she would receive a credit adjustment for the previous months and that the recurring credit should appear on her next invoice She stated that she received the credit adjustment however, to date, she is still not receiving the monthly lease credit She stated that the last time she spoke to a representative, she was offered an account credit for the remainder of the lease payments owed on the lease agreement She stated that she declined this offer because of the insurance she gets through her bank, which requires that her cell phone bill must be withdrawn from her bank account for them to provide coverage for her devices In addition, she stated that after adding a new line of service, she is being charged an access fee for that line which is not being waived as it is on the other three lines She is requesting a resolution to these issues We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on April 12, 14, and 19, 2017, advising her we received her inquiry and our need to speak with her directly In addition, a letter was sent to her billing address on April 19, Unfortunately, we have been unable to speak with her directly 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 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 complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

June 21, 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] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that we processed payment on her account, without her consent She requested we refund the $payment We regret any misunderstanding that may have occurred related to Ms [redacted] ’ Sprint billing and unauthorized payment concerns Our records reflect that on May 15, 2017, Ms [redacted] established a payment arrangement online to be paid on May 29, 2017, via her checking account Our records further indicate that Ms [redacted] canceled her services on May 17, 2017, when she ported-out from Sprint to another wireless carrier However, because the payment arrangement was secured, the payment was still deducted on May 29, 2017, as agreed Unfortunately our attempts to contact Ms [redacted] at the telephone number and email address provided in her inquiry on June 12, 14, and 19, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter to her at her billing address of record on June14, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for further assistance Regrettably, she has not yet responded to our invitations However, our records reflect that the May 29, payment was revoked, and charged back to Sprint on June 7, Currently, the account remains closed with an outstanding balance If we can be of further assistance related to this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

July 25, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing Mr. [redacted] ’ concerns to our attention. According to his follow-up complaint, Mr. [redacted] expressed his dissatisfaction that Sprint requires potential customers to undergo a credit evaluation. He further expressed his dissatisfaction that his social security number was requested when he attempted to establish a Sprint account. Mr. [redacted] is requesting that Sprint review this matter. As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. We utilize the services of an outside vendor to conduct the credit verification process. Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined. The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential. As a result, we are unable to disclose that information. We spoke with Mr. [redacted] on July 11 and 25, 2017. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously discussed this matter with Mr. [redacted] , it is apparent that he will continue to consider the resolution to this matter unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response. We explained to Mr. [redacted] that he may visit a local Sprint retail location and speak with a sales agent regarding the available options that he may have to establish service with Sprint. Mr. [redacted] expressed his understanding. We regret any inconvenience this matter may have caused Mr. [redacted] . If we can be of further assistance with this matter, Mr. [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:00 a.m. to 4:30 p.m., Eastern Time. Sincerely, /s/ Taheera L. Taheera L. Executive Service Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] -***, submitted on September 14, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Ms [redacted] -***, she states that she has had an unfavorable experience while attempting to cancel lines ending in [redacted] and ***She states that she returned the iPhone Plus on line ending in [redacted] and paid $to end the lease and cancel the line of service; however, she was advised that she had to call into our customer care department to complete her requestAs a result, she states that she called in to have lines ending in [redacted] and [redacted] cancelled and both lines are still activeMs [redacted] - [redacted] is requesting that the lines in question are cancelled effective September 13, 2017, and not at the end of the billing cycle We spoke with Ms [redacted] - [redacted] on September 15, 2017, regarding her concernsWe confirmed that the lines in question will be cancelled effective October 2, We explained that Sprint advertises and provides services in monthly increments If services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planMs [redacted] - [redacted] understood the information provided We appreciate Ms [redacted] - [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 We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] - [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Tuesday through Saturday between 7:a.mand 4:p.m., Central Time Sincerely, [redacted] * [redacted] *Executive Services Analyst /LP

June 9, 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, her monthly billing increased prompting her to contact our customer service department for assistance Ms [redacted] indicates that she was informed that her Auto-Pay feature had been canceled resulting in the loss of the $Auto-Pay discount and reinstatement of the $Account Spending Limit (ASL) program charge Ms [redacted] indicates that she never canceled her Auto-Pay and after recently setting the payment method back up, she did not receive the discounts she was promised We regret the circumstances that prompted Ms [redacted] ’s complaint Our records indicate that the Auto-Pay method was canceled in January because Ms [redacted] ’s credit card had expired Ms [redacted] reestablished Auto-Pay on May 2, 2017, and we confirmed that her discounts are reflected on the May 31, 2017, invoice Although the billing increase was not the result of a Sprint error, we applied a $credit to Ms [redacted] ’s account as a goodwill gesture Ms [redacted] confirmed the issue is now resolved We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

July 14, 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 inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns According to the information provided in Ms [redacted] ’s inquiry, she advises that she canceled the service on her account and returned her phone associated with a lease agreement over a month ago She further advises that the Device Purchase Price (DPP) for the phone has not been credited to her account Therefore, Ms [redacted] is requesting that we credit the DPP, and that we send her an itemized final invoice Our records reflect that Ms [redacted] ported her number, canceled her service, and returned her phone on May 24, We regret any delay in applying the noted DPP account credit We confirmed a $credit was applied to Ms [redacted] ’s account on June 14, 2017, to offset the DPP plus taxes Ms [redacted] remitted a payment on June 30, 2017, and as a result, her finalized account reflects a zero balance After our conversation with Ms [redacted] today, we outlined our findings and sent her a confirmation email She advised our office that she did not need an itemized invoice at that time, and she considers this matter closed If Ms [redacted] needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst