Sprint Corporation

April 17, 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: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 10, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] advised that Sprint debited funds from her financial institution on April 4, 2017, earlier than the scheduled automatic payment due date of April 5, 2017; resulting in being assessed overdraft fees totaling $by her financial institution on April 4, Ms [redacted] requested that Sprint review this matter and process a refund to her accordingly Please note that Self-Service features are parts of our service strategy rebalanced so that customers have the easiest and safest resolution to their requestsSprint offers various ways for customer to handle concerns and manage their accountThose options include but are not limited to online chat, dialing *star options to utilize Sprint’s automated phone system, visiting www.sprint.com, by using their device to visit MySprint.com, or by visiting a local Sprint Retail Store location Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a local Sprint Retail Store location and elected to enroll in Sprint’s Automatic Payment program on January 19, Please be advised that Ms [redacted] had the ability to enroll in our Automatic Payment and electronic billing (e-Bill) programs via our website, www.sprint.com by logging into her My Sprint account, or she may contact our Customer Care group by dialing *from her Sprint device to request that a recurring automatic payment and e-Bill enrollment forms are sent to her address on file After further review of our records, Sprint confirmed that Ms [redacted] ’s most recent remitted payment to Sprint for services occurred on April 5, as scheduled via Sprint’s Automatic Payment programDue to Ms [redacted] ’s automatic payment enrollment her account would be charged the full amount of her account balance on the date her payment is dueUpon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, and all other applicable fees and chargesBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part We spoke with Ms [redacted] on April 12, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Sprint debited Ms [redacted] ’s preferred payment method automatically on April 5, 2017, in the amount of $Ms [redacted] insists that her financial institution claims we debited her account on April 4, 2017, and thus charged her account overdraft fees totaling $While we regret that Ms [redacted] may disagree with our findings, Sprint affirms that all of her concerns have been addressed to the best of our abilityAlthough, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to the matter while showcasing our commitment to world class customer service, we agreed to apply a one time courtesy adjustment in the amount of $to offset monthly recurring charges reflected on her April billing statement leaving a credit balance in the amount of $on Ms [redacted] ’s account as of April 12, Ms [redacted] accepted our offer and confirmed she is satisfied with our resolution provided and has no further concerns We appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] described unfavorable customer experiences from our representatives during his attempts to address a billing concern, stating that the charges are higher than he expected prior to establishing service with usHe expressed further dissatisfaction that credit was not applied to his account as promisedAs a result, he requested an explanation of the charges and that we apply a $credit to his account as previously offered We appreciate Mr***’s taking time to provide details of his experiences with our retail and 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 Mr***’s Sprint billing, and the circumstances that led to the cancellation of his service with usAfter reviewing our records, we identified that his monthly service charges are correct based on his selected rate plan, the Unlimited Freedom PlanWe also advised that prorated charges were assessed to his account because we changed his original rate plan to the Unlimited Freedom Plan, with his consent effective March 1, 2017, which was after the start of his billing cycle Mr [redacted] indicated his understanding of our explanation but reiterated that the referenced information was not properly explained to him during his interactions with our retail and Customer Care departmentTherefore, in an effort to resolve his concerns and as a gesture of goodwill, we applied credits totaling $to his account, to offset the prorated charges and to honor the $credit that he was previously offeredThose credits are reflected on his final invoice dated April 25, We are pleased that Mr [redacted] accepted our response, and we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted] I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] R [redacted] Sprint Account xxxxx [redacted] 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] states that her money was taken out of her checking account without her consent She further states that she is paying $a month for a device that was stolen As a result, she would like to have her money back We spoke with Ms [redacted] regarding her payment concernsDuring our discussion, she confirmed that she recently received a $refund She also stated that she can only pay $a month at this time due her financial hardship We advised Ms [redacted] that we will accept her payments; however, if the account remains past due, her cancelled account will be refereed to an outside collection agency Ms [redacted] indicated that she understood and did not have any further concerns at this time If we can be of further assistance 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 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Tell us why here Irving, TX 75016April 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx*** Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on March We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the activation of a Slate Tablet device reflected on her accountMs [redacted] stated that she declined to activate the additional Slate Tablet device and attempted to cancel the line of service, without successMs [redacted] requested that Sprint this review this matter, cancel the Slate Tablet device and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, Ms [redacted] purchased a Slate Tablet device associated with phone line ending in [redacted] at discounted pricing in exchange for a two-year Service Agreement via our Telesales group on December 5, At that time, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, equipment purchase, and all other applicable fees and charges Based on our review, we were unable to identify any miscommunication regarding the activation of her Slate Tablet device Further, our records reflect indicate on December 20, 2016, Ms [redacted] contacted our Customer Care group requesting to cancel the Slate Tablet device associated with phone line ending in ***However, due to inadvertent error, the above device remained activeWe confirmed on March 17, 2017, the Slate Tablet device was cancelled and an adjustment of $was applied to Ms [redacted] ’s account to offset the monthly recurring charges, Early Termination Fee and taxes as reflected on the December 13, through March 13, billing statementsIn addition, on March 23, 2017, Ms [redacted] ’ account was suspended due to nonpayment Thereafter, Ms [redacted] remitted a payment of $158.61, which promptly restored her servicesPlease note that Ms [redacted] ’s account will be assessed a reconnection fee of $41.33, which will appear on her April 13, billing statement We spoke with Ms [redacted] on April 10, 2017, and relayed the above information to herTo satisfactorily resolve this matter, we offered and Ms [redacted] accepted an adjustment of $to offset the reconnection fee, late fees and taxesThis adjustment will appear on her April 13, billing statementexpressed her satisfaction with the resolution provided to her 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 TimeSincerely, /s/ Regina S.Executive Services Analyst

---------- Forwarded message ----------From: [redacted] ***< [redacted] >Date: Thu, May 18, 2017 at 12:51 PMSubject: Re: Sprint jist resolved all issued complaint # [redacted] .To: RevDex.com < [redacted] >Hello my name is [redacted] I'm writing to... let you know Sprint Executive escalation Department has resolved my issues to satifiaction credit issued 345.28Interaction numbers# [redacted] ###-###-####Yours Truly, [redacted] *** ###-###-####

August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Thomasina [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] expressed her dissatisfaction that she is no longer receiving the monthly service credit for her acceptance of a targeted *0% Off promotional offer for her Samsung Galaxy Sdevice Ms [redacted] is requesting that Sprint review this matter Sprint spoke with Ms [redacted] on August 1*, We explained to Ms [redacted] that due to a system billing error, as of May 19, 2017, some customers no longer received the monthly service credit for the targeted *0% Off promotional offer for the Samsung Galaxy Sdevice We further advised Ms [redacted] that Sprint has corrected the error The monthly service credit will resume within the next two bill cycles along with the monthly service credits that were not applied due to the error Ms [redacted] expressed her understanding and satisfaction with the resolution We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

April 17, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [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 28, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ filing expressed his dissatisfaction with receiving inaccurate information regarding an HTC Bolt device upon visiting a local Sprint Retail Store location Ms [redacted] further stated that she was advised that the above device have similar functions as the Samsung Galaxy devicesHowever, she later discovered that the HTC Bolt device does not have a port to connect her headset nor does have the auxiliary connection, enabling her ability to listen to musicMs [redacted] further stated that she purchased an adapter from a third party vendor, [redacted] ; however the adapter did not work Ms [redacted] further stated that she returned to the local Sprint Retail Store location to exchange her deviceUnfortunately, the Sprint Retail Store location in question declined to assist her with this matter Ms [redacted] request that Sprint review these matters and allow her the ability to exchange her device Sprint has reviewed Ms [redacted] ’ complaint We spoke with Ms [redacted] on March 28, 2017, to further discuss her concerns During that call, we advised Ms [redacted] that we would review her concerns and follwith her accordingly According to our records, Ms [redacted] established service with Sprint and activated phone lines ending in [redacted] and [redacted] on February 23, At that time, she purchased two devices via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay To further investigate Ms [redacted] ’ equipment concerns, we engaged our Retail Stores Management team for further assistance As a result of the investigation, we were unable to substantiate the aforementioned Ms [redacted] ’ claims Our Retail Stores Management team further indicates that Ms [redacted] was offered numerous options to settle her concernsIn addition, they located and ordered a Type C Headphone jack adapter from a third party vendor, to assist her at no additional cost Furthermore, they offered Ms [redacted] the option to exchange her device after the 30-day Sprint Satisfaction Guarantee return period However, Ms [redacted] declined the offer and continued to utilize the HTC device in question Our records indicate that Ms [redacted] account was cancelled due to nonpayment of the outstanding account balance on April 8, As a result, the account was assessed Installment Billing accelerated cancellation charges, which will appear on the April billing statement In an effort to ensure a satisfactory and mutually acceptable resolution, we attempted to follwith Ms [redacted] via phone and email on multiple times in April 2017, to relay the aforementioned information to her, without success Should Ms [redacted] have any additional questions or concerns regarding this matter, we encourage her to contact the undersigned directly at the phone noted below at her earliest convenience We appreciate Ms [redacted] for taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these mattersIf we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext., *** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

January 17, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Account [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 his inquiry, Mr [redacted] states that in December 2016, three devices were fraudulently ordered on his accountMr [redacted] states he called to cancel the order, but the order was still shippedMr [redacted] states that due to the fraud his account was charged $2,for the devices Mr [redacted] requests that the fraudulent charges be removed from his account We spoke with Mr [redacted] on January 13, He stated that he checked is account on January 13, 2017, and found that the charges have been removedWe reviewed his account and confirmed the sameMr [redacted] advised that his account concerns are resolved We regret any frustration these matters may have caused Mr [redacted] If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland JExecutive 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 I still believe that forcing consumers to purchase the insurance is wrong Also, what I call a scam, "making me add a new phone line and purchasing a new phone while still having to pay for the original new phone", they are calling a work around Really? We will not be Sprint customers for long I would still like people to know about this, so called work around scam.Regards, [redacted]

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On December 16, 2015, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Mr [redacted] states that he and his wife should have been set up on the iPhone Forever program, paying $monthly lease charges per line; however, he is being charged $and $for their monthly lease chargesMr [redacted] also expressed his dissatisfaction with the level of service received from SprintWe appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention On December 31, 2015, we contacted Mr [redacted] to discuss his concerns in detailAt that time, we confirmed that the line ending in [redacted] is being billed a $monthly lease charge and line [redacted] is being billed a $monthly lease chargeLine [redacted] is also receiving a promotional lease credit of $towards the monthly lease chargeIn an effort to resolve this matter, we applied credits totaling $towards the monthly lease charges included on the November and December invoices to reflect the $iPhone Forever promotional offerWe have also applied a promotion that will award a $credit for the next months for the remaining months on the lease agreementsAdditionally, we applied a $credit to his account as a gesture of goodwill We appreciate Mr [redacted] taking the time to provide us with the details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, please 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, Susan F Executive Services Analyst

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Andrew J [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrAndrew J [redacted] We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, MrJ [redacted] advised the end users of the phone numbers ending in [redacted] and [redacted] moved their equipment between their lines and that the end user of [redacted] ported the number to another carrier and turned in the phone to the new carrier Further, MrJ [redacted] advised that after this cancellation occurred, the end user could not obtain reimbursement for the lease cancellation charges because it did not match the phone turned in, and the other lines on the account were suspended as a result Therefore, he requested that we update the lease agreements to match the phone number associated with that specific phone, and release his numbers so he can port them And last, he requested that we negate the account balance and remaining lease charges During our conversation with MrJ [redacted] on October 19, 2017, he advised that he moved some of the phones to other numbers on the account that were not associated with the original lease agreement We advised him that customers can move their equipment between their phone numbers; however, the lease agreements do not move from the original number it was accepted on Also, some of the numbers are no longer active, and we cannot move or make any changes to those agreements Additionally, we confirmed that his service had been suspended for a past-due balance At MrJ [redacted] ’s request, we canceled the service on his remaining phone lines and advised him that any outstanding lease charges would be immediately assessed to his account Although the lease cancellation charges are valid, and we were unable to identify a Sprint billing error related to this matter, in our effort to reduce MrJ [redacted] ’s payable balance to Sprint, we offered to send packages to return his phones in exchange for waiver of the remaining lease charges and the device purchase price We advised MrJ [redacted] that all phones must be in good condition, with no physical damage MrJ [redacted] accepted our offer Accordingly, we sent return packages to his billing address to facilitate the return of the following devices, a Samsung Galaxy Note (serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), and a Samsung Galaxy S(serial number [redacted] ) We advised that after we receive these devices, and all credits have been applied to his account, he will owe for the monthly service charges totaling about $ Although MrJ [redacted] accepted the offer noted above, he requested additional account credit for this matter Sprint appreciates MrJ [redacted] ’s past patronage; however, as per the Terms and Conditions of Service, Sprint is not required to provide credits to its customers in an effort to resolve the concerns that are brought to our attention Therefore, Sprint does not believe that an additional credit is warranted for this matter because the noted remaining balance is payable to Sprint for services provided Based on the information received from MrJ [redacted] , he advised that he had an unfavorable experience while attempting to cancel the service on his account We appreciate him taking time to provide details of his experience with our 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 inconvenience that this matter may have caused MrJ [redacted] If he needs further assistance, he can contact me toll-free at 1-855-848-3280, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive 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 Regards, From: [redacted] < [redacted] >Date: Wed, Feb 3, at 9:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: [redacted] Hello!I wanted to reach out and let you know that Sprint contacted me regarding this issue and has resolved it to my satisfaction by removing the erroneous chargesI tried to find a place to update the case on your website but I couldn't find anywhere to do so - hopefully this email will sufficeThanks,***

---------- Forwarded message ----------From: [redacted] *< [redacted] >Date: Fri, May 19, at 8:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Not happy with the decision because now as a transfer to other provider I have to pay dollarsAnd this is not fare, since if not for the inconvenience that they provide to me I don't have to transfer for other companySo since they are no capable to work with me at that point I decide to transfer for other companyAnd for more the one opportunity they told me that they cannot do anything because the law is the law and they cannot do nothim g for me and I have to pay everything I don't thing that after provide me all this inconvenience I have to pay everything and ETF Please let me know any updatesThank you [redacted]

May 23, 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: The above-referenced inquiry filed by Mr [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, Mr [redacted] expressed his dissatisfaction with our continuing to assess charges to his Sprint account after he and his wife canceled his lines of service, stating that he remitted payment for the Early Termination Fee associated with his final line of service on June 7, 2016, but recently became aware that we did not allow his wife to terminate that line as he believed Mr [redacted] requested that we forgive all charges assessed to his Sprint account after the November 25, 2016, attempted cancellation of that line of service and remove all negative collection reporting related to those charges We regret any possible misunderstanding that may have occurred regarding Mr***’s service cancellation We were unable to locate any request from Mr [redacted] to cancel the referenced line of service prior to May 3, As a result, we were unable to identify any Sprint billing error related to his dispute During our conversation with Mr [redacted] on May 19, 2017, we discussed the above-mentioned information We explained that one of his lines of service was ported to another carrier on May 3, 2016, prior to fulfilling the associated two-year service agreement and that, as a result, his Sprint account was assessed a prorated Early Termination Fee totaling $plus applicable taxes for that line of service, as reflected on his May 11, 2016, invoice Additionally, we explained that our records reflect that Ms [redacted] contacted us on November 21, 2016, to cancel Mr***’s remaining line of service but that our representatives correctly advised her that the Sprint account holder would be required to complete that request Ms [redacted] acknowledged, and Mr***’s Sprint account remained active At Mr***’s request, we terminated his remaining line of service effective may 19, 2017, thereby closing his Sprint account We also informed him that his final balance totaling $is due by June 4, As a courtesy, we placed his account on temporary collections hold pending payment in full by June 4, Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr*** If we can be of additional assistance with this concern, he 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, Lori KExecutive 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 I will return the equipment for the removal of the fees and pay the once I have received a letter confirming receipt of the equipment, and removal of mentioned fees Thank you, [redacted]

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] C [redacted] Sprint Account xxxxx***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] ***, filed on behalf of the account holder, Mr [redacted] *** We appreciate the opportunity to address their concerns Based on the information provided, Ms [redacted] advises that every time she contacts customer service, our representatives provide different information She also advises that they were recently offered an unlimited plan for $per month, and they were billed more because they did not sign up for automatic payment (AP), and electronic billing (eBill), which she advises was not disclosed As a result, she is requesting that we honor the $per month for the plan without the AP and eBill Our records reflect that the aforementioned issue has been resolved, and the ***s are now swith an unlimited plan for $per month before applicable surcharges and taxes Additionally, credits were applied to Mr***’s account to rerate the monthly charges Ms [redacted] advised our office on June 26, 2017, that this matter was resolved 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 this input to improve our training and processes We regret any inconvenience that this matter may have caused the ***s If they need further assistance, they 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

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that for the past two weeks her device has not worked and she has been unable to get the device fixed As a result, she is requesting to have her device fixed 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 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 Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on phone number ending in [redacted] on her accountTherefore, if the problem with Ms [redacted] ’ 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 visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she 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 and if the device is not available it will be replaced with a comparable model device Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep During our conversation with Ms [redacted] on August 4, 2017, she advised us that she took her device into her local Sprint service and repair center and her device was repaired Ms [redacted] confirmed that her issue is resolved We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] 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, Jennifer FExecutive Services Analyst

June 12, [redacted] Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Revdex.com Case [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Mr [redacted] : This is in response to the letter received by our organization on June 8, 2015, regarding Ms [redacted] ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with the misinformation that she believes was provided to her when she contacted our Customer Care department regarding the Sprint Easy Pay programMs [redacted] stated she visited Sprint’s website and contacted our Customer Care department regarding the Sprint Easy Pay Program in order to upgrade her device without a down paymentHowever, when she attempted to upgrade her device, she was informed she needed to remit a down payment of $Ms [redacted] requested that Sprint allow her to upgrade her device on the Sprint Easy Pay program with no down payment Sprint has reviewed Ms***’s complaint and notes that according to our records, Sprint promotes the Sprint Easy Pay programSprint Easy Pay program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for device To assist Ms [redacted] with her upgrade, our Finance department increased her spending limit to offset the down payment for the deviceTherefore, Ms [redacted] is not responsible to remit a down paymentWe contacted Ms [redacted] on June 12, and informed her of our resolutionAs such, she expressed her satisfactionWe apologize for any inconvenience she may have experienced while attempting to resolve this matter If you have any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, or directly at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, /s/ [redacted] S [redacted] S Executive Services Analyst

March 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ supplemental concerns to our attention According to the information provided, Mr [redacted] , who wrote in on behalf of the account holder, stated that at the point of sale, he believed he purchased four devices on installment billing agreements and recently was informed that two of the devices were on lease agreements He stated that he indicated that he wanted to own the devices, therefore, purchasing them on installment billing agreements, not lease agreements He stated that he does not agree that he should have to purchase the devices when the lease ends He is requesting a resolution to this issue Our Marketing department works diligently to ensure that our website and marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide 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 web site 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 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 We spoke with Mr [redacted] , an authorized account user, on March 22, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit of the device purchase price in the amount of $for the devices associated with the numbers ending in [redacted] and *** These charges will be assessed to the account upon the account holders request to cancel the lease agreements for those phone numbers, which will be fulfilled in May After the invoice prints, we will credit the device purchase price for the above-referenced devices He stated that he considers the issue resolved to his satisfactionWe appreciate Mr [redacted] ’ taking the time to provide us with the details of his experience with our Customer Care and Retail Store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and have forwarded it to the appropriate management for review We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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 May 22, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’ complaint, he states that he went into his local store to lower his billHe states that he was provided a quote for Monthly Recurring Charges (MRC) in the amount of $before taxes and feesHowever, his bill is $or moreMr [redacted] is requesting a credit in the amount of $and deactivation fees waived We spoke with Mr [redacted] on June and 2, 2017, regarding his concernsHe submitted to our office the summary of charges that was provided at the start of serviceAfter review, our office confirmed that the summary of charges included Monthly Recurring Charges (MRC) for the Unlimited Freedom w/ Autopay plan and Total Equipment Protection on three of the lines on the account at $per line and one line at $The summary does not include taxes, surcharges and feesIt also does not include the $subsidized phone charge that was assessed to lines ending in [redacted] and ***As a means to an amicable resolution and to bring closure to his concerns our office offered to credit the $subsidized phone charge that was billed on both lines as a courtesyUnfortunately, Mr [redacted] declined our offer Further, we attempted to speak with Mr [redacted] via phone and email on June 12, 2017, to offer to credit the accelerated charges for the canceled 24-month Installment Billing (IB) agreements on lines ending in [redacted] and [redacted] totaling $with the return of the deviceUnfortunately, our attempt was unsuccessful If Mr [redacted] would like to accept this offer, we ask that he contact our office by June 20, 2017, so that we may provide return kits to facilitate the return transaction We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst