Sprint Corporation

Executive & Regulatory Services P.OBox Irving, TX April 4, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To W**m It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] ** We appreciate your assistance with bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he paid his account balance and requested his iPhone 6s to be unlocked however, it has not been unlocked Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.comSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe spoke with Mr [redacted] today via telephone, and he confirmed that his issue has been resolved Our records reflect that Mr**’s iPhone 6s was unlocked on March 15, 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:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

February 15, 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 According to the information received, Ms [redacted] stated that when she leased her device, she took advantage of a promotional offer for a free tablet She stated that she was not informed that after one year there would be a monthly recurring chargeShe stated that she does not need the tablet and she is not using it; however, she was advised that there would be a $Early Termination Fee (ETF) if she cancelled it before her agreement is satisfied She is requesting a resolution to this issue 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 Our research shows that upon activation of service, Ms [redacted] was provided with a clear disc**sure of her monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to **cate signed copies of her electronic service agreement which includes a description of the charge(s) in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of tablet In addition, our records reflect that her monthly billing statement clearly and conspicuously disc**sed her promotional end date We have made multiple attempts to contact Ms [redacted] regarding her concerns We attempted to contact her via telephone and e-mail on February 2, 7, and 10, 2017, advising her we received her inquiry and our need to speak with her directly In addition a letter was mailed to her billing address on February 10, 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 **ok forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused If Ms**’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, [redacted] R 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 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]

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with us not honoring a recent promotional offer to reimburse cancellation charges assessed by his previous service carrier when he ported his mobile numbers to Sprint He advised that we only provided him with two $American Express reward cards; however, he claimed that he received over $in equipment termination charges from his previous service provider He requested that we provide his reimbursement promptly We regret any possible misunderstanding that may have occurred regarding the terms of our referenced Contract Buy Out promotion, as well as any delay in providing Mr [redacted] with his requested reimbursement That promotion offers customers from specific wireless service providers the opportunity to have us reimburse them for their service cancellation or equipment contract charges when they port their mobile number(s) from those carriers to Sprint The terms of the promotion require that qualifying customers remit the final invoice from their previous service providers, reflecting those final contractual charges, to us for review and processing Additional information related to the promotion is available on our website, www.sprint.com Our records reflect that Mr [redacted] ’s Sprint account was established on September 17, 2015, for two lines of phone service On October 3, 2015, a third line of phone service was added to the account On October 13, 2015, we received an invoice copy from Mr [redacted] ’s previous service provider and two $American Express reward cards were approved and forwarded to his billing address based on the information provided on the invoice copy Regrettably, the third line of service was denied due to it was added after the account had been active more than seven days During our initial discussion with Mr [redacted] on June 3, 2016, the information outlined above was explained to him In an effort to demonstrate our commitment to excellence, we requested Mr [redacted] to forward the invoice copy reflecting the disputed equipment charges that he claimed had not been received under our reimbursement promotion We provided him with our toll-free fax number and direct e-mail to send the requested document On June and June 15, 2016, we attempted to contact Mr [redacted] at his contact phone number and e-mail provided in his inquiry to advise him that we had not received the requested invoice copy to assist him with his dispute of the additional equipment termination charges Unfortunately, we have not received a response from him We regret any inconvenience this matter may have caused If Mr [redacted] ’s concerns remain unresolved, or if he would like to discuss these matters further, he can contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] WExecutive Services Analyst

July 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s inquiry, he described an unfavorable customer experience during his attempts to replace a malfunctioning device accessory He requested that we replace that equipment We regret any difficulty Mr [redacted] may have experienced with the performance of his referenced accessory item During our July 12, 2017, conversation with him, we informed him that, based on the nature of his issue, we would need for him to take the item to one of our service and repair centers for evaluationWe also assured him that we contacted the manager of a location convenient to him to ensure prompt assistance At his request, we also mailed a copy of his finance agreement for the accessory for his records Mr [redacted] indicated his satisfaction with our response We regret any inconvenience this matter may have caused but are pleased that we were able to address Mr [redacted] ’s reported concerns to his satisfaction If we can be of further assistance with this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

February 20, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com [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] filed on behalf of Sprint accountholder Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed notification received from us indicating a past-due balance on Mr [redacted] ’s Sprint account, advising that all balances reflected on his Sprint invoices have been paid in full and that his account is enrolled in our automatic payment option, which should prevent any past-due balances owed to us Ms [redacted] requested that we provide documentation reflecting that Mr [redacted] ’s account balance is zero and additional compensation for time spent addressing that matter We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s Sprint account balance, as well as any delay in bringing that concern to resolution Our records reflect that Mr [redacted] ’s account balance is current and that his account is in good standing However, our records further reflect that promotional systematic equipment credits, to which the past-due account balance notification referred, can take up to two bill cycles from service activation to properly apply toward accounts As a result, and because the manual account credit applied to Mr [redacted] ’s account to offset the equipment credit amount prior to the promotion actually awarding systematically, applied only toward his service charges and not to his equipment balance Therefore, although his Sprint account balance appeared to be zero, no payment or credit had applied to his outstanding equipment charges, resulting in a systematically-recognized past-due balanceDuring our February 2, 2017, conversation with Mr [redacted] , he provided his valid account security information and authorization for us to address Ms [redacted] ’s reported concerns related to his Sprint account with her We spoke with her on the same date and explained the information outlined above We also assured her that, based on our review, the promotional award delay has been resolved, and we believe that Mr [redacted] ’s account invoices will reflect the proper promotional credits in the future We also agreed to review his February invoice when it generates to ensure that the promotional equipment credit applied properlyMs [redacted] indicated her understanding of the information provided However, she reiterated her dissatisfaction with her and Mr [redacted] ’s unfavorable customer experiences during their previous attempts to address that concern We thanked her for her candid feedback and assured her that we will forward that information to the appropriate managerial teams for additional review and possible changes to our training and processes We also applied a $credit to Mr [redacted] ’s account as a demonstration of our commitment to excellence due to any possible miscommunication that may have been provided related to the delay in the equipment credit processing On behalf of Sprint, I apologize for any inconvenience the [redacted] s may have experienced as a result of these concerns, but we are pleased that we were able to address Ms [redacted] ’s reported concerns satisfactorily If we can be of further assistance with these matters, Mror Ms [redacted] can contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### We are available Monday through Friday between a.mand p.m., Central TimeSincerely, Russell B.Executive Services Analyst

August 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-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to provide monthly promotional equipment charge credits to her account for a device that was presented to her as free of charge She requested that Sprint honor the terms of the promotional offer and provide the monthly service credit of $promised to her We regret any possible misunderstanding that may have occurred regarding Ms***’s equipment billing During our conversation with Ms [redacted] on August 8, 2017, we explained that the referenced Buy-One-Get-One (BOGO) promotional was inadvertently not added to her account properly, leading to the monthly credits not systematically awarding to her account As resolution, we ensured that the promotion is now updated to her account and we applied credits totaling $to her account to offset the disputed charges reflected on her April through June billing statements and an additional credit of $to her account to offset the disputed charge reflected on her July billing statement Going forward, the service credit should automatically award to Ms***’s account through October She indicated her satisfaction with our resolution We regret any inconvenience this matter may have caused 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 between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FExecutive Services Analyst

September 25, 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 review We appreciate your assistance in bringing our customers’ concerns to our attentionBased upon the information provided in the inquiry, Mr [redacted] stated that he is not satisfied with the level of service coverage in his home coverage area and would like for us to address his coverage concerns or allow him 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 Ms [redacted] , we advised her that our records reflect that she is in an area where we provide good coverage which could cause some problems making calls indoorsMs [redacted] states that although she has reported her coverage issues on a monthly basis and we have opened network tickets to resolve her concerns her service coverage has not improved She stated that she has continued to experience coverage issues and as a result, we offered to release her from current lease agreements with the condition that she returns the undamaged devices currently active on her account Ms [redacted] also has the option to keep the devices and pay the remaining installment billing balance, lease payments and end of lease purchase price for each deviceMs [redacted] stated that she would return the devices once she established service with a new carrier We advised her that this offer is valid for days from the date of this response If 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

April 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: We appreciate your assistance in bringing the concern of Ms [redacted] to 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 received a promotional offer from Sprint to provide for one month of unlimited data for her three account lines of service at no cost as a holiday gift She states that she accepted the offer which she anticipated to take effect in January She also states that her account subsequently reflects data overage charges which she disputes As a result, she requests that the matter be reviewed During our discussion with Ms [redacted] on April 18, 2017, we advised her that our review of the account records reflects that the above-referenced unlimited data promotion began in December and was to last for one month Ms [redacted] stated that it was her understanding that the promotion began in January 2017, and that her account’s February invoice reflected data overage that she did not anticipate In view of any possible misunderstanding regarding this matter, and to reach an amicable resolution, we applied a $account credit to offset the resulting data overage during the disputed time period Our credit included taxes, applicable fees and surcharges She stated that the matter was resolved Accordingly, Sprint also considers this matter fully address and 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:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX7219, [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 once again bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] rejects our previous response stating she is not satisfied with her experience with our Customer Service group Further, Ms [redacted] is disputing a $charge she received Additionally, Ms [redacted] questions an $payment made to her account After a review of the account records, we confirmed that Ms [redacted] used the purchase option on our Sprint Flex Lease to purchase and own the iPhone 6s device In addition to the device purchase charge, Ms [redacted] was also charged $for the associated taxesAdditionally, our records reflect that a payment of $was processed on January 13, 2018, after speaking with a Customer Care representative As a result of the payment, Ms [redacted] 's services were restored We spoke with Ms [redacted] on January 24, 2018, and confirmed all issues are resolved We regret any frustration this matter may have caused If we may be of further assistance with this matter, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext*** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Jaclyn KExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxxx [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] indicated that she contacted our Customer Care representatives and requested that her services be canceled; however, her service is still active She also stated that she believes that her service is degraded at certain times, which does not allow her to use the network to her satisfaction She indicated that her attempts to resolve these matters have resulted in unfavorable customer service experiences As a result, Ms [redacted] is requesting assistance with requiring Sprint to cancel her service without any additional charges or fees We regret any difficulty that Ms [redacted] may have experienced while attempting to resolve her account cancelation and network concerns We have attempted to contact Ms [redacted] on July 10, July 31, August 1, and August 2, 2017, via e-mail and phone, and we mailed correspondence to her home address, but we have not been able to reach her However, we have reviewed her account, and based on a review of our records, we determined that Ms [redacted] ’s number ending in ported-out to another mobile carrierThe remaining lines of service on the account are suspended due to non-payment; however, the account is not yet canceled We have no confirmation that Ms [redacted] ’s services have been degraded However, Sprint does manage its network with the goal of delivering the best possible mobile broadband Internet access experience to its customersMobile network resources are not infiniteManaging the network is essential to promote the use and enjoyment of mobile data by our customersWe use reasonable network management practices that are consistent with industry standards for protecting Sprint’s network and customers and for managing the delivery of mobile broadband servicesJust as the Internet continues to change and evolve, so, too, will our network management practices to address the challenges and threats on the Internet We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes 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 Personal Identification Number (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, should Ms [redacted] still require assistance, she can contact me by calling the toll-free number in the paragraph below and provide her account PIN or passcode 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 matter, she 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

[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 Sprint did NOT fulfill any of my requests SPRINT did NOT remove digitally displayed SPRINT from my upper left hand corner of my cellphone.SPRINT did not credit me any money for forced advertisingSPRINT CEO did NOT list my name in upper left hand corner of his cell phone.Regards, [redacted]

November 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he advised that he contacted our Customer Care group in August 2016, and requested to cancel his account; however, his request was not processed As a result, Mr [redacted] is requesting that we cancel the account and credit any additional charges he may have incurred During our conversation with Mr [redacted] on October 18, 2016, we apologized for any misunderstanding that may have occurred Additionally, we advised him that we were able to confirm his request to cancel his account on August 8, 2016, however; due to a clerical error his request was not processed Further, we confirmed the account was canceled on September 28, 2016, and we applied credits totaling $to offset the final balance on the accountAs a result, the account is closed and reflects a zero balance We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further 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, Tobias TExecutive Services Analyst

June 23, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [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 According to the information received, Ms [redacted] stated that when she activated new Sprint service she was advised that we would pay the Early Termination Fees she was billed from her previous wireless carrier Ms [redacted] stated that we failed to pay the Early Termination Fees she was billed by her previous carrierAs a result, she is requesting that we pay the Early Termination Fees she incurred from her previous carrier 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 During our conversation with Ms [redacted] on June 12, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved by our Customer Care group Additionally, she confirmed that she received the $buyout reward card We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our retail representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf 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 T.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:it is and does not address my complaint.1-why was I told the charge was a mistake by Sprint?2-why was the charge applied without reason for it.3-why was my service disconnected even if I was making payments.4-on 3/I asked for Mr [redacted] to be removed from this caseWhy was he not? Regards, [redacted]

Tell us why here June 5, 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 May 19, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with receiving an offer from Sprint indicating that he can return the devices associated with phone lines ending in [redacted] and ***, and we agreed to adjust the Lease cancellation and Lease Device Purchase Amount chargesFurthermore, he stated that he had an unfavorable customer service experience while attempting to resolve this matterMr [redacted] requested that Sprint review this matter and apply an adjustment to his account accordingly Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on May 24, 2017, to further discuss his concernsDuring that conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly According to our records, on August 16, 2016, Mr [redacted] upgraded the devices associated with phone lines ending in [redacted] and ***, by activating two devices via Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Further research on the account indicates that the aforementioned phone lines ported-out to another wireless service provider on April 21, 2017, prior to fulfilling the terms of the respective Lease Agreements, effectively cancelling his accountAs a result, the account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $1,115.02, which is reflected on the April billing statementTo further investigate Mr***’s account concerns, we engaged our Retail Stores Management team for further assistanceAs a result of the investigation, we were unable to substantiate his claims To provide closure for this matter, we have confirmed that the Lease Device Purchase Amount charges $for the aforementioned phone lines were adjusted on May 12, These credits appear on the May billing statementAdditionally, on June 1, 2017, we have agreed to credit the Lease cancellation charges $These credits will appear on the June billing statementPlease note that no additional credits are due for this matter Since our initial conversation, we have attempted to follwith Mr [redacted] on June 1, 2017, to relay the above information and resolution, without successShould Mr [redacted] have any questions and/or concerns pertaining to this matter discussed herein; we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate Mr [redacted] for taking time to provide 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***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Mr [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

October 3, 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 September 17, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the previous response providedMs [redacted] stated that she returned her equipment on August 23, 2016, and suggests that our previous response is inaccurate and requires further reviewMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] ’ complaintAs stated in our initial response, our records reflect that Ms [redacted] submitted an order for an Apple iPhone 6S 64GB online at Sprint.com to be obtained via Sprint Leasing on August 22, for phone number ending in ***Further review of our records reflects that Ms [redacted] had contacted Sprint Customer Care regarding our iPhone Forever program and the eligibility of the Apple iPhone 6S 64GB for said promotionConsequently, Ms [redacted] requested to cancel the Sprint Lease agreement within our Satisfaction Guarantee period, in order to reestablish the order for an Apple iPhone 6S 64GB via Sprint Installment Billing 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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 We regret the circumstances that led to Ms [redacted] ’ decision to terminate her Sprint Lease agreement, as well as any misunderstanding that may have occurred related to our noted equipment return policySprint is committed to providing world-class service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return their devices to the point of sale within that time period for a full refund (day of the days start when the device is activated)We also assess a $restocking fee for devices and a $restocking fee for notebooks, netbooks, or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf a customer’s price plan required a service agreement, no termination fee is charged when the service cancelation is completed within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees for services terminated within three days of activationCustomers are responsible for all prorated monthly service charges, access and airtime charges, and related taxes, surcharges, and fees accrued on their accounts through the deactivation datePlease also note that premium content charges, overage usage charges, roaming charges, and applicable long distance and/or international charges will be billed on customers’ final invoicesThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers After further review of our records, Sprint is unable to substantiate the date that Ms [redacted] ’ shipped the original equipment, an Apple iPhone 6S 64GB ordered via Sprint Lease Agreement on August 22, Ms [redacted] ’ claims the device was shipped on August 23, 2016; Sprint has confirmed that the iPhone 6S 64GB ordered via Sprint Lease Agreement was received at Sprint’s Returns warehouse on September 8, Sprint would like to point out that typically any due credits for returned equipment may take two or more billing cycles to appear as the equipment is verified as being returned in good working condition We spoke with Ms [redacted] on September 20, 2016, to discuss her concern in detail and relay the aforementioned information to herWe explained that the Lease Cancellation charges assessed for the agreement in default was previously adjusted in the amount of $322, leaving a remaining balance of f $455.96, which was not adjustedIn order to provide an amicable resolution and closure for this matter, Sprint agreed to adjust the remaining balance of $455.96, leaving her account closed with a zero balance We appreciate Ms [redacted] taking time to provide details of her experience with returning the equipment to SprintPlease be assured that we value customer feedback and will utilize this input to improve our training and processesAs such, Sprint contacted Ms [redacted] on September 27, 2016, in order to confirm an amicable and satisfactory resolution had been met via out previous attempts on September 20, Ms [redacted] confirmed she is satisfied with our resolutionWe apologize for 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

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 [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention According to Mr [redacted] ’s follfiling, he expressed his dissatisfaction with the inability to receive promotional service credits as part of Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer, in association with his two iPhone 6s Rose 32GB devices for phone numbers ending in [redacted] and ***Mr [redacted] requested that Sprint review this matter and honor the promotional offer Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, our records reflect that Mr [redacted] established services with Sprint on November 26, At that time, he portphone numbers ending in ***, ***, [redacted] and *** In addition, Mr [redacted] activated four iPhone 6s Rose 32GB devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 Upon activation of service, Mr [redacted] was provided with a clear disclosure of his equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Mr [redacted] ’s Lease Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Mr [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of his current plan Please note that Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer was effective on November 14, through December 4, Qualifying customers who participated in Sprint’s Lease iPhone 6s (32GB) and Get Another Lease On Us promotional offer are required to order both Leased devices on the same day on the same account to obtain two iPhone 6s 32GB or 128GB devices on a 15-Month lease term in order to receive a monthly service credit in the amount of $ However, if a customer is upgrading one line of service, a new line is required for the second device to qualify for the promotional service creditPlease be advised that qualifying customers will be charged for both Leased devices and will see a monthly service credit on the bill within one to two billing cycles We spoke with Mr [redacted] on June 14, 2017, and relayed the above information to him During that call, Mr [redacted] confirmed that he is receiving his promotional service credits to his account Also, we informed Mr [redacted] the promotional credits are applied on the 26th of every month as reflected on his billing statements Mr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

Executive & Regulatory Services POBox Irving, TX June 15, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she was initially informed that she was eligible for the Sprint Discount Program (SDP) Ms [redacted] further states that she was later informed that the SDP cannot be combined with her monthly service plan Ms [redacted] has requested that we apply her SDP to her monthly service plan We attempted to contact Ms [redacted] by telephone and e-mail on June 2, 9, and 15, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone 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 PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience In an effort to address Ms***’s concerns we have reviewed the account We confirmed that the service plan associated with Ms***’s account is eligible for the SDP Further, our records confirm that in April 2017, Ms***’s eligibility for the SDP was validated and the associated $per line discount was scheduled to begin awarding within one to two billing cycles Unfortunately, Ms [redacted] canceled her service prior to receiving the discount We regret any frustration this matter may have caused, as well as any incorrect information regarding SDP and the service plan that may have been provided 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***’s concerns will be forwarded to the appropriate managerial staff for further review 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:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analys

August 11, Revdex.comWard Parkway, Suite 401Kansas 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 rebuttal complaint to our response of Ms [redacted] , regarding our prior response dated July 6, We regret the circumstances that led Ms [redacted] to contact your office again Accordingly to Ms [redacted] ’ follfiling, she stated that she has had an unfavorable customer experience while attempting to address service issuesMs [redacted] stated that her issues were addressed and she was offered a $credit that she only received due to contacting the Revdex.comAt this time, she stated that she still has not received a paper billing statement for her to review and she has requested that we send her a paper billing statement, enabling her to remit a payment to her account to satisfy her balance We spoke with Ms [redacted] on August and of 2017, regarding her concernsOur office verified that the address on file is where she should receive her monthly billing statementsIn an effort to bring about an amicable resolution and to bring closure to this concern, our office mailed the July billing statement to the address on fileWe advised that she will receive the statement in 7-business daysFurthermore, we applied a credit in the amount of $for the billed late fee on the August billing statementThe current balance on the account is $Ms [redacted] expressed satisfaction with the action taken We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any frustration this matter may have caused Ms [redacted] If I may be of further assistance regarding this matter, Ms [redacted] can contact me 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 TimeSincerely,LaToyaP.LaToya P.Executive Services Analyst