Sprint Corporation

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customer’s supplemental concerns to our attention In the inquiry, Ms [redacted] indicated she changed her lines of service to a standby plan but they were not changed She further advised that she attempted to resolve the matter via customer service but has not received a return call As a result, she is requesting we review the account We reviewed Ms [redacted] ’s account and forwarded her complaint to our dedicated Business Customer Care department for review We requested documentation regarding Ms [redacted] ’s claim of her request for the standby plan as we were unable to confirm her request by reviewing her account She was unable to provide documentation supporting her claim Therefore, we determined that a credit is not due and no billing error occurred At Ms [redacted] ’s request, we canceled three lines of service Phone number ending [redacted] will be assessed a $End of Lease (EOL) fee, but will be credited upon return of the device to our warehouse Phone number ending [redacted] will be assessed a $Early Termination Fee as the two-year service agreement is not satisfied Phone number ending [redacted] will be assessed a $EOL fee but will be credited upon return to the warehouse We are confident the issue in the complaint is resolved and regret any inconvenience Ms [redacted] may have experienced If we can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

December 20, 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’ concern to our attention According to the information received, Mr [redacted] stated that he cancelled his service within Sprint’s day Satisfaction Guarantee period He stated that after six days he discovered that his bill was $higher than he was advised it would be at that point of sale and he was dissatisfied with the service He stated that he put a down payment on a device that was ordered however, when he received it, it was not the device he had requested In addition, he stated that when he turned in his devices at the point of sale, he was advised that they no longer had the devices that he had turned in from his previous carrier He stated that he has returned all the equipment and has still not received his old devices backHe is requesting a refund of all charges assessed to his account For a limited time, on any new line of service activated on/after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returns Customers can try Sprint service without being liable for service and device charges The Sprint 30-Day Satisfaction Guarantee covers reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned Further there are no restocking fees Sprint notes that our 30-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process However, this may not reflect the policy of our third-party retailers 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 We have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on December 9, 13, and 14, 2016, advising him we received his inquiry and our need to speak with him directlyIn addition, a letter was sent to his billing address on December 14, Unfortunately, we have been unable to speak with him directly Mr [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account As a result, we want to advise Mr [redacted] to have his PIN and security information available when he contacts us We regret any inconvenience these matters may have caused and look forward to speaking with Mr*** If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

March 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] D***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Ms***’s inquiry, she advises that she canceled her account because she was given incorrect information regarding the price of her plan, as well as the iPhone Forever programShe further advises that one of our representatives advised her that Sprint would waive the remaining lease charges if she returned her phones in good condition to a Sprint storeTherefore, Ms [redacted] is disputing the remaining lease cancellation charges totaling $ We confirmed that one of our representatives advised Ms [redacted] to return her phones to a store for waiver of the remaining lease charges on December 6, We confirmed that these devices were returned to a Sprint store on December 16, 2015, and a $credit was applied to her account, which is the buy back value of the phonesWe also confirmed that a credit for one of the lease cancellation fees, $246.49, was applied to her account on January 4, 2016, leaving a $balanceAlthough the lease cancellation charges are valid, in an effort to honor the offer that was extended in December 2015, we applied credits to Ms***’s account to offset the remaining lease cancellation chargesAs a result, her closed account reflects a zero balanceMs [redacted] is satisfied with the resolution We appreciate Ms [redacted] for taking the time to provide details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf she needs further assistance, she can reach me toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal M Executive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, filed on behalf of the account holder, Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that when she switched to Sprint, she was offered a free tablet; although she did not need the tablet, she stated she accepted the tablet due to the sales representative’s persistence Ms [redacted] stated that in May 2016, she realized she was being billed $per month for the aforementioned tablet Ms [redacted] further stated that when she attempted to resolve, she was presented with the Installment Billing Agreement (IBA) she agreed to; however, she stated she believes that she was deceived at the point of sale Ms [redacted] further stated that she accepted the offer to have the tablet line cancelled; however, an account credit of only $was applied to her account As a result, Ms [redacted] is requesting that Sprint credit her an additional $for the amount she paid prior to her tablet line cancellation We regret any possible misunderstanding regarding this matter Our records reflect that on May 26, 2017, the tablet line ending in [redacted] and its corresponding lease were cancelled Although we were unable to identify a Sprint billing error, as a gesture of goodwill, a credit of $was applied to the account to offset the payoff balance due for the Installment Billing Agreement, plus an additional $credit for partial reimbursement of prior payments remitted During our discussion with Ms [redacted] on May 23, 2017, we explained our aforementioned findingsMs [redacted] expressed her understanding of the outlined information; however, she stated she was still dissatisfied with our handling of the matter and believed an additional credit of $was still due to her As an additional gesture of goodwill, and in an effort to bring complete closure to this matter, we issued an additional credit of $to offset the remaining cost of the device in questionMs [redacted] expressed her satisfaction with our handling of the matter Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business If we can be of further assistance, 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, Leslie [redacted] Executive Services Analyst

Tell us why here...June 8, 2017 RevDex.com Serving Greater Kansas City 8080 Ward Parkway Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the... above-referenced complaint of Mr. [redacted] submitted on May 16, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. Mr. [redacted] ’s filing expressed his dissatisfaction with the inability to receive an offer to lower his monthly recurring charges to $175 -$190 per month. Mr. [redacted] stated that he was assured that his monthly billing statement would approximately be $175 to $190 per month. However, his billing statements have exceeded the quoted amounts. Mr. [redacted] further stated that he contacted our Customer Care group several times to address his concerns, without success. Mr. [redacted] requested that Sprint review this matter and apply an adjustment to his account accordingly. Sprint has reviewed Mr. [redacted] ’s complaint. According to our records, on February 24, 2017, Mr. [redacted] contacted our Customer Care group regarding his price plan. We confirmed that Mr. [redacted] was offered the Unlimited Freedom plan, which he accepted. We confirmed that Mr. [redacted] was not properly informed about the $25 Subsidized Phone Charge per line/per month associated with phone lines ending in [redacted] and ***. Please note the price plan that Mr. [redacted] selected stipulates that devices purchased at a discounted rate will be assessed a $25 Subsidized Phone charge per month. The Subsidized Phone charge is waived only on devices that are activated on Sprint Lease or Monthly Installment options. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans. In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr. [redacted] a one-time courtesy credit to offset the Subsidized Phone Charges associated with phone lines ending in [redacted] and [redacted] for twelve months. We attempted to contact Mr. [redacted] via phone and e-mail on May 17 and 19 of 2017, and mailed a letter to his address on file on May 23, 2017, advising him of our receipt of his complaint and our need to speak with him directly. Unfortunately, we have not received a return call from Mr. [redacted] . Therefore, we continued with our contact efforts to Mr. [redacted] on May 31, 2017 and June 5, 2017, to relay the aforementioned resolution to him, without success. Should Mr. [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within 7 days from the date of this response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Mr. [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint. We look forward to speaking with Mr. [redacted] and encourage him to contact us at his earliest convenience. We regret any inconvenience this matter may have caused Mr. [redacted] . If Mr. [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-#### ext. ***. I am available Monday through Friday between the hours of 8 a.m. and 4 p.m., Eastern Time. Sincerely, Cheryl S. Executive & Regulatory Analyst

July 26, 2017 RevDex.com of Greater Kansas City 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] ... To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] expressed her dissatisfaction with the length of time taken for us to award monthly device credits owed to her for participating in a recent equipment upgrade promotion. She also stated that her employer-based service discount has been removed from her account and described unfavorable customer experiences while attempting to address those concerns. Ms. [redacted] requested that we provide a credit for the device promotion missing service discount amounts and that we discontinue her Sprint services. We regret any misunderstanding that may have occurred regarding our referenced device promotion or the status of Ms. ***’s referenced employer-based service discounts. We further regret that those concerns may have led to her decision to terminate her services with us effective July 19, 2017. However, based on the nature of her inquiry, it will be necessary for us to speak with Ms. [redacted] directly in order to validate her account security information and obtain additional details that will aid in our review of her reported issues. Unfortunately, our attempts to contact Ms. [redacted] via telephone and e-mail on July 14, 17, and 19, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms. [redacted] at her address of record on July 20, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance. However, we have not yet received any response from her. Although we were unable to speak with Ms. [redacted] directly, we identified that an inadvertent keying error related to the referenced equipment offer may have led to the promotion not awarding to her account as expected. We also confirmed that, although Ms. [redacted] may have qualified for a Sprint Discount Program (SDP) employer-based service discount, she subscribed to a promotional rate plan on December 12, 2016, that was designed with significant built-in price reductions that make it ineligible for further discounts. We appreciate Ms. ***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience these matters may have caused Ms. ***, as well as the loss of her business. We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so. If these issues remain unresolved, we invite Ms. [redacted] to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7 a.m. and 4 p.m., Central Time. Sincerely, Beatrice R Executive Services Analyst

April 12, 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 complaint 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 cancel one of his lines of service, stating that monthly service charges were assessed to his account for the line of service ending in [redacted] after he initially requested to cancel it in July As a result, Mr [redacted] requested that we cancel the referenced line of service and process a refund for the disputed charges We regret any misunderstanding that may have occurred regarding Mr [redacted] ’ initial cancellation request and Sprint billingUnfortunately, we were unable to confirm Mr [redacted] ’ request to cancel his line of service ending in [redacted] prior to March 26, Therefore, we were unable to identify any Sprint billing error and the charges are valid During our March 29, 2017, conversation with Mr [redacted] , we provided the referenced informationHowever, as a gesture of goodwill and in an effort to reach an amicable resolution, we offered to apply one-time credits totaling $to Mr [redacted] ’ account, which he acceptedThose credits will be reflected on his April invoice We are pleased to inform you that Mr [redacted] ’ accepted our response and the issues were resolved to his satisfactionIf he has additional concerns regarding these matters, 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 K Executive Services Analyst LK/tgf

[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 meRegards, [redacted]

September 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , Witt, M [redacted] Sprint Account xxxxx3495 Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry of Mr. M [redacted] Witt, and this complaint was forwarded to the Executive & Regulatory Services department for review. This complaint was served on Sprint on September 21, 2017. In the information provided, Mr. Witt stated that he filed a complaint in April/May 2017 regarding devices being provided to him that he stated were supposed to be free of charge. He stated that he spoke with our office, and as a resolution, he was informed that the devices could be returned, and that his account would be credited back the money he paid. Mr. Witt indicated that it has been five months, and the issue is still not resolved. As a result, he is requesting that he receive a refund for the amount he paid. Based on a review of our records, on May 30, 2017, we informed Mr. Witt that with the third line of service added to his account, and without insurance, he is paying $187.96 monthly, whereas prior to the third line of service being added, he was paying $188.47 before taxes, surcharges and fees. With the accessory charge of $30, he is paying $217.96. Mr. Witt indicated that he wanted to revert to what he had prior to visiting our retail store and keep two lines of services. Therefore, to bring closure to the matter, we canceled the line of service ending in 6016, and we sent return kits to facilitate the return of the Samsung Galaxy J3 and the Samsung Gear watch. Further review of our records determined that the Samsung J3 device was confirmed returned on June 14, 2017, and a $154 credit was applied to Mr. Witt’s account on the same day to offset the cancelation/acceleration charge. Also, the Samsung Gear accessory was confirmed returned and a $239.99 credit was applied to Mr. Witt’s account on July 18, 2017, to offset the accessory charge. Mr. Witt’s recent complaint is that he was billed each month for the accessory before cancelation occurred, and he is disputing the monthly charges. Our records reflect that a $30 per month charge was billed for the Samsung Gear Watch from April to July 2017; therefore, one of our Customer Care representatives applied a total $120 credit to Mr. Witt’s account effective September 24, 2017, to offset the disputed charges. The charges he incurred for the Samsung Galaxy J3 device were not credited; therefore, we applied an additional $70.32 credit to his account today for the charges reflected on the April and May 2017 invoices for the line of service ending in 6106. There are no charges for this line of service on the June 2017 invoice. As a result, the total credit applied to Mr. Witt’s account to fully resolve this matter equals $190.32. We regret any inconvenience that Mr. Witt may have experienced while attempting to resolve his account concerns. Should he have any additional questions or concerns with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext. 2167. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Bridgette F. Executive Services Analyst

October 28, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] indicated that she returned a device to a Sprint retail store within Sprint Satisfaction Guarantee period; however the device return was not recorded As a result, she incurred lease charges totaling $ She requested to confirm that the account has been canceled and that the account balance was brought to zero We regret the delay in processing Ms [redacted] ’s device return We partnered with the Sprint authorized third-party retail store owner who conducted an investigation We determined that the device was returned To resolve Ms [redacted] ’s concerns, we arranged for the device return to be processed, and credits totaling $to be applied to the accountDuring our October 26, 2016, e-mail conversation with Ms [redacted] , we advised her of the previous information and that her account is currently in closed status and reflects a zero balance We regret any inconvenience this matter may have caused Ms [redacted] If we can be of any further assistance with this issue, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding the Sprint account of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] described multiple unfavorable customer experiences during her attempts to remit a payment and upgrade a device on Mr [redacted] ’ Sprint account, advising that several of our representatives were unable to access his account even after she and Mr [redacted] provided the correct account security responsesShe requested that we correct that account access issue or cancel his Sprint services We regret any difficulty the [redacted] es may have experienced during their recent attempts to access Mr [redacted] ’ Sprint account During our May 30, 2017, conversation with Ms [redacted] , she confirmed that the account security information was reset with the assistance of one of our retail representatives on May Because we were able to access his account with no difficulty during our interaction, we are confident that his account-access issue has been fully addressed During that conversation, we explained Mr [redacted] ’ rate plan and equipment billing, and we suggested a different rate plan that would meet their wireless communication needs at a lower cost each monthMs [redacted] stated that she would discuss that change with Mr [redacted] and that her reported issues had been fully addressed We appreciate Ms [redacted] ’ providing details of her experiences with our Customer Care representatives and management team We are continually striving to improve the level of service we provide, and we value customer feedback Please be assured that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret any inconvenience these issues may have caused the [redacted] es If we can be of further assistance with these matters, Mror Ms [redacted] can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] Executive Services Analyst

According to the information provided, Mr [redacted] states that he activated service with Sprint with the understanding that the Early Termination Fee (ETF) cost would be covered as part of the promotion, but was surprised when the other provider charged him ETF taxes totaling $which was not covered in the promotion Upon contacting Mr [redacted] on March 27, 2016, we apologized about any confusion and offered a credit to his Sprint account in the sum of $42, which he accepted We appreciate Mr [redacted] for taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processes If we can be of any further assistance, Mr [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central Time Sincerely, Robert M Executive Services Analyst

May 8, 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 of Ms [redacted] , an authorized contact on the account of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she had cancelled her service with us due to billing issuesIn 2016, Mr [redacted] made the decision to return to us for their wireless service provider through his employer and each had their own separate accountMs [redacted] stated that in January 2017, she agreed to merge her account with Mr [redacted] with the understanding that her price plan would not change; however, their account’s total billing increasedMs [redacted] further stated that she has attempted to resolve her billing dispute for several months with our Customer Care group, without success We regret any possible misunderstanding that may have occurred related to Mrand Ms [redacted] ’s monthly billingOur records reflect that on January 26, 2017, three lines of service were activated under account holder, [redacted] , with our Unlimited Freedom with AutoPay price plan for unlimited talk, text, and data usage for $for three lines of service, and if enrolled in our recurring automatic payment program (AutoPay), would receive a $monthly credit for each line of serviceOur review further reflects that on March 8, 2017, the account’s price plan was changed to our Percent Competitor price plan for GB of data, and unlimited talk and text for three lines of service, which is a recurring $for the competitor service provider for three lines of service, but through January 8, 2018, we offer the same plan at a discounted recurring $cost During our April 28, 2017, conservation with the account holder, Mr [redacted] , we explained the information outlined aboveIn an effort to resolve his billing concerns, we agreed to re-rate his January and February invoices to the current price plan reflected on his accountOur attempt to follow up with Mr [redacted] on May 5, 2017, was unsuccessful, but we left a detailed message via telephone and to his e-mail address advising that credits totaling $were applied that same date to rerate his January and February invoices to his current promotional price plan We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her experience to improve our sales and customer service training and processes We regret any inconvenience these matters may have caused but are pleased that Mrand Ms [redacted] ’s reported concerns were resolved satisfactorilyIf we can be of further assistance with these issues, Mror Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In in the information provided, Ms [redacted] expressed her dissatisfaction with her experience while trying to cancel her phone service with Sprint and return the leased device Ms [redacted] requested that we process her request to cancel her account with Sprint During our February 7, 2017, conversation with Ms [redacted] said advised that she is currently unemployed and needs to cancel her service as she can no longer afford paying for itAs requested, we canceled her service with Sprint and also sent a kit to return the device to our warehouse in good working condition Once we have received confirmation receipt of the device, we will credit the associated equipment charge We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representativesWe 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 this matter may have caused, and we are happy that we were able to resolve Ms***’s issue If we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AAssociate Analyst

Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:I went into the Sprint store #on [redacted] ***, Chicago, IL before entering the [redacted] , Bridgeview, IL at hours Sunday, May 7th, and I was stunned at the inattentiveness and sheer lack of good customer service of the associates at both storesI had visited this store twice after waiting to minutes the 1st time in which nobody said "Welcome to Sprint, we'll be with you in just a moment." At least they did the 2nd time after leaving another store on [redacted] , Bridgeview, ILYour store, had only two associates available, all busy the 1st time, but when I returned the second time after no success at the 1st store, there were at least associates at hoursThe store associate [redacted] had me in the store for minutes in which his excuse for the wait was that the system wasn't allowing him to log inWhat puzzles me is that other associates didn't seem to have that same problemI have been a Sprint customer at least years and it is a remarkable thing to see how the poor customer service prevailsUnder no circumstances can in any of my job descriptions hold a customer for an extensive amount of time and only say that there are no repair associatesI will say that I will continue to patronize that store due to its location in hopes they would address customers better, but if I see a lack of knowledgeable associates I'll keep reporting it until they change the work culture of their associatesMy Galaxy Sphone that likely overheated is not workingIt is sickening also that the associates spend more time on trying to sell a phone instead of address a current customer's concerns [redacted] attempted to sell a phone instead of address the causes of my phone not workingWhile [redacted] addressed me faster than anyone else did and did try to troubleshoot the phone, he didn't do anything you'd expect from a worker, he wasn't updating me on the reason for the long waitThe store closes at hours, and by I elected to leave.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I had an old Galaxy Sthat I wanted activated instead of my obviously broken Galaxy Sthat I came into the store withI want to see that there are repair technicians available during the weekend at these Sprint storesI am paying for a phone that is not working, I want my accumulated service suspended

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] states that she has been experiencing problems making and receiving calls She also states that her data connection is slow As a result, she is requesting that Sprint fix these problems and issue a credit to her account for the inconvenience We 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 customers Our Engineering team previously investigated the cell sites serving Ms [redacted] ’s local calling area and determined that this is an in building issueTo further enhance coverage, we have recommended that Ms [redacted] install a Magic Box at her home location As a result, in an attempt to improve her indoor coverage, we ordered her a Magic Box and adevised her that we will monitor her service over the next days to confirm if the Magic Box has improved her service experience Additionally, as a gesture of goodwill, we have applied credits totaling $to her account It is important to note that Ms [redacted] ’s account reflects ample talk, text and data use each month, and as such, no additional credit will be applied for this matter In addition, in the event that the Magic Box does not improve her indoor coverage, she will need to return the device to us to avoid the potential for assessment of a non-return fee Our office can assist with facilitating the return During our discussion with Ms [redacted] , we confirmed that she has six wireless lines active on her account and effective her August bill cycle, her account will be modified to reflect Sprint’s Unlimited Freedom Plan Sprint’s Unlimited Freedom Plan consists of unlimited talk, text, and data per line This plan bills $for her primary line per month, her secondary line bills $per month, and her lines through will bill $per line monthlyHer sixth line of service bills $per monthShe also has Total Equipment Protection added to all six lines of service on her account that bill a total of $monthlyAdditionally, she has six lease agreements that bill a total of $monthlyThose rates do not include applicable taxes and surcharges nor do they reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) optionMs [redacted] can find the full details of this plan, as well as all of our current plans, at www.sprint.comThe sum of these charges total $before applicable discounts, taxes and surcharges Mr [redacted] has the option to change her service plan at any time We regret any inconvenience this matter may have causedIf Ms [redacted] has any further concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 12, 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 his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received while trying to resolve a billing issue Mr [redacted] stated he called numerous times and spoke with customer care representatives trying to lower his billMr [redacted] stated that promotional plans are available to new customers only, and he decided to port out his number to another carrierHe received his final invoice for $2,and paid $1,284, with $remainingMr [redacted] is requesting that we adjust the remaining balance due to poor coverage Our records reflect that Mr [redacted] established service with us on June 15, 2015, with four lines of service, and purchased devices under 24-month installment agreementsOur records further reflect that Mr [redacted] ported all four lines of service on January 12, 2017, to another wireless service provider, and his Sprint account was cancelled Because the devices associated with the lines of service had not satisfied their installment agreements, each of their equipment balance was accelerated and billed to the account totaling $1, During our May 12, 2017, conversation with Mr***, the information outlined above was explained to himHe reiterated his dissatisfaction with his experience, and that he paid a portion of his balance, totaling $1,Mr [redacted] asked for us to adjust the remaining $balance dueTo demonstrate our commitment to excellence, we applied a $courtesy credit to his account With this credit, his account is in final status with a zero balance We then emailed Mr [redacted] on May 11, 2017, advising of the actions taken to resolve this matterMr [redacted] thanked us for our help We appreciate Mr [redacted] for taking time to provide details of his 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 the loss of Mr***’s business, but are pleased that we were able to resolve his account concerns to his satisfaction 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 7:a.mand 3:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

May 23, 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 9, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she is disputing two $Non-Turn in fees assessed to her account Ms [redacted] states that she was not advised that participation in the Contract Buyout promotion required her to turn in the devices that were active on her previous carrier’s account Ms [redacted] is requesting that we remove the charges from her account, and train our sales associates to disclose all details of plans and promotionsWe regret any misinformation and/or misunderstanding that may have occurred at the point of sale However, upon registration for the Contract Buyout promotion, at www.sprint.com/joinsprint, customers are made aware of the criteria for the promotion This includes the requirement to tuthe competitor phone that was active at the time that they switched to SprintAlso, a Return Kit is mailed to the customer once the registration is approved Further, the Terms & Conditions of the contract buyout offer include: “As a condition of the contract buy-out offer, you are required to turn in your current competitor phone associated with the installment billing balance or Early Termination Fee (ETF) submitted to Sprint Important: If you do not turn in the correct device, you will be charged up to the amount of the Reward Card provided to you.” We spoke with Ms [redacted] on May 18, 2016, regarding her dispute and advised her of the aboveWe also confirmed that she received AMEX Reward Cards in the amount of $for line ending in [redacted] and $for line ending in in February However, the required tudevices were not received, resulting in two $Non Tufees on her April 30, 2016, invoice Although the disputed charges are valid, we offered to waive one of the Non Tufee in the amount of $200, as a means to provide an amicable resolution and to bring closure to this concernAt this time, Ms [redacted] has not accepted our offerShould Ms [redacted] change her mind, this offer will remain valid through June 1, 2016, and she may contact me directly to accept the account creditWe appreciate Ms [redacted] for taking the time to provide us with details of her recent customer service experience 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 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

The above-referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] stated that the billing amount on his Sprint account is not what he was quoted when he called to obtain his final balance prior to cancelling his accountHe is requesting a bill adjustment Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service planSprint received a port-out request for two of the subscriptions on Mr [redacted] ’s account on August 14, 2015, at that time those lines of services were automatically cancelled; further our records show that on August 15, 2015, Mr [redacted] contacted our Customer Care department to cancel his remaining lines of serviceThose lines of services were set to expire on the last day of his billing cycle, August 25, Although he may not have elected to utilize the service following his cancellation request, the service was available to him, and the full monthly service charge is validWe regret that this may not have been explained to him; however, this information is provided in our Terms and Conditions of Services Further, our records show that Mr [redacted] elected to activate phone number ending in January 2014, and agreed to a two year Service Agreement in exchange for a subsidized deviceSince he cancelled that line of service prior to its agreement satisfaction date of January 2016, his account was automatically assessed an Early Termination Fee in accordance with our cancellation policy, which can be viewed at www.sprint.comWe spoke to Mr [redacted] on September 4, to discuss this matter furtherAlthough we maintain that no credit is due and all charges are valid, in an effort to amicably resolve Mr [redacted] ’s complaint we have applied a one-time service credit totaling $to his account to offset the account balanceAs a result, the account is closed with a zero balanceMr [redacted] confirmed satisfaction with this resolution We regret any misunderstanding that may have occurredIf we can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-#### or direct at ###-###-####I am available Monday through Friday, between 7:a.mand p.m., Central Time Sincerely, John C John C Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: I have called the insurance company and cause the phone has no damage to it its not cover when I spoke to the gentleman from sprint he said take it to the store did what was asked and they want to charge to so it is a lie that they wont charge you your first time the guy is the store did not even know what was wrong with the phone he just wanted the dollors and to be honest sprint sent me these defective devices they should make right but there prouduct I have not been able to use the phone in three week I just want them to make right by there customer Regards, [redacted] ***