Sprint Corporation

[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: The provider has a bill and keeps pretending they have no bill I am not sure why Ms [redacted] think she can speak with anytime she calls: When she calls me I am in class: I am not going to leave what I am doing to speak with her, when she can send an email When she sends me an email I do respond as soon as I am out of class; furthermore, her communications are circular and do not add anything new She continues to uphold Spring will not pay the bill On my part, I am not going to pay for equipment I surrendered to them.Other providers do not put the client they are buying out between the originating company and them: Sprint doesWhat kind of practices are those?What is difficult in paying back ATT if they recognize I surrendered the equipment to them Where did they put the equipment and why are they having difficulty in paying the bill?? The answer is Sprint dos not want to Where did they put my equipment I gave to them?? It is clear to me they never intended to make good on their promise to pay the bill to ATT I am not even sure what they mean we had coverage, when I indicate I was stuck over two hours with no coverage; the reason they think I would like about something like this is beyond me Furthermore this statement of theirs is even scarier than I thought: If I had no coverage and Sprint does not even realized it what does that mean??? That in itself is a scary notion Sprint is not showing the will to solve any of the problems they caused me Regards, [redacted]

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate the opportunity to address his account concerns According to the information provided, Ms [redacted] states that when she added two new wireless lines of service and a tablet line of service to her account in April 2017, she was led to believe that her monthly rate would not increase As a result, she is requesting that Sprint review this matter During our discussion with Ms [redacted] , we confirmed that her account is currently configured with Sprint’s Unlimited Freedom Plan, consisting of unlimited talk, text, and data per line This plan bills $for her wireless line ending [redacted] per month, her secondary line ending [redacted] bills $per month, and her wireless lines ending [redacted] and [redacted] currently have a $monthly charge She also has a wireless tablet line ending [redacted] that bills a total of $per monthShe has the Total Equipment Protection option added to wireless lines of service ending [redacted] and [redacted] that bill at a total of $per month Additionally, she has two Lease Agreements and two Installment Billing Agreements that bill a total of $monthly; and an accessory agreement that bills a total of $monthlyShe receives monthly credits totaling $to offset the cost of her two lease agreements The sum of these charges total $before applicable discounts, taxes and surcharges Ms [redacted] has the option to change her service plan at any timeDespite being unable to confirm that a Sprint billing error occurred, in an effort to amicably resolve this matter, on June 1, 2017, we cancelled Ms [redacted] ’s wireless Tablet line ending *** We agreed to offset the lease cancellation charges associated with wireless number ending [redacted] with the condition that she returns the tablet device in good condition Ms [redacted] accepted our offer As a result, we mailed a return package to her to facilitate the equipment’s return Upon receipt of the equipment in Sprint’s warehouse, the applicable installment billing cancellation charges will be credited accordinglyIt is always Sprint’s goal to reach an amicable resolution with our customers In an effort to bring closure to this matter, we also offered to apply one-time credits totaling $to Ms [redacted] ’s account to offset a potion of the disputed charges incurred Ms [redacted] accepted this offer and understands the billing on the account moving forward Accordingly, we believe we have fully addressed Ms [redacted] ’s account concerns As a result, no additional credit will be issued for this matter We regret any inconvenience this matter may have causedIf Ms [redacted] has any further concerns, 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 4:p.m., Central Time Sincerely,Sean J.Executive Services Analyst

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [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 attention In her correspondence, Ms [redacted] stated that her husband passed away and she contacted our Customer Care department to cancel his subscription She stated that our Customer Care department representatives changed her service plan and advised her of the documents required to process her request Ms [redacted] stated that although she submitted the proper documents the subscriptions was not terminatedFurther, she was billed for two separate monthly service charges As a result, she is requesting that we cancel the subscription and credit any additional charges she incurred since she made her initial request During our conversation with Ms [redacted] on June 9, 2016, we apologized for any inconvenience she may have experienced as a result of this issue Further, based on the information provided and the records on the account we agreed to cancel phone ending in ***Additionally, we applied credits totaling $to her account to offset all of the charges she incurred since her initial request on January 22, Her account currently reflects a credit of $Ms [redacted] accepted our offer and is satisfied with our resolutionWe appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care 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 review If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias [redacted] Executive Services Analyst

July 12, 2017 RevDex.com 8080 Ward Parkway, Suite 200 Kansas City, MO 64114 Re: BBB Case [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 our not terminating his referenced line of Sprint service as requested in April 2015, leading to additional charges of $480 assessed to his account. He requested that we provide a refund of those charges. We regret any possible misunderstanding that may have occurred regarding Mr. [redacted] ’s referenced service cancellation and related billing. We have made several attempts to contact Mr. [redacted] via telephone and e-mail to discuss this matter in detail; however, each time we have spoken with him, he has been unavailable to talk with us and advised that he would contact us back. Unfortunately, he has not yet contacted us. Although we were unable to speak with Mr. [redacted] to discuss his dispute in detail, we reviewed his account. Based on the information provided and our records, we have been unable to identify billing error associated with his Sprint account. We also have no record of his referenced service cancellation request. As such, it will be necessary for us to speak with him directly in order to validate his account security information and obtain additional details that will aid in our investigation. We believe that we can fully address Mr. [redacted] ’s reported concerns, and we look forward to having the opportunity to do so. Sprint has no higher priority than our customers. The telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our success. As such, if Mr. [redacted] ’s reported issue remains unresolved, we invite him to contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7 a.m. and 5 p.m., Central Time. Sincerely, Sean [redacted] Executive Services Analyst

July 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] L [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that in August she made a payment of $to pay off the installment agreement associated with her Samsung Note and purchased a new LG VFurther, she stated that the Samsung Note was given back to her since the paid off the Installment AgreementShe states that she reviewed her online statement and noticed that she is still being bill $in monthly installments for the Samsung Note Ms [redacted] states once she was made aware that she should have turned in the Samsung Note device, she visited a Sprint retail location near her and relinquished the device She is requesting that Sprint credit her account $for the charges assessed since the purchase of the LG Vdevice We spoke with Ms [redacted] on July 5, 2017, and during our discussion, we confirmed that the device Ms [redacted] was referring too was a Samsung Note Edge and not Samsung Note Ms***’s payment of $made on October 29, was applied to the Samsung Note Edge Month Installment Agreement, which was established on December 19, We also confirmed that the payment paid off the agreement two months early, which enabled Ms [redacted] to purchase the LG VFurther, we confirmed that the Samsung Note was purchased on February 3, 2015, under a month Lease AgreementMs [redacted] satisfied her month lease payments on February 3, 2017, and per the lease terms, she is billed $on a month to month basisOn July 5, 2017, we spoke with a representative at the store located at [redacted] Battleground Station in Greensboro, NC and they confirmed that the Samsung Note was left at the storeThe store advised that the device has screen damage, which the lease agreement outlines that the device should be returned to Sprint in working condition with no physical damageA damage repair fee of $along with the fair market valid of $is requires per the lease agreement termsAlthough no Sprint error occurred, we have agreed to cancel the lease and waive the damage repair fee along with the fair market purchase amountWe have also applied a credit of $160.14, for six months of the lease payments, which will reflect on Ms***’s July 7, Ms [redacted] confirmed that she has no other concerns We regret any inconvenience this matter may have caused Ms [redacted] and appreciate his feedback and input If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael G Executive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx***, [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] care of [redacted] , submitted on May 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the delay in receiving the Visa Reward Cards as part of Sprint’s Contract Buyout promotion, upon establishing services with SprintMs [redacted] also expressed her dissatisfaction with the inability to receive the Buy-One-Get-One (BOGO) promotional credits for phone line ending in *** Ms [redacted] requested that Sprint review these matters, honor the promotional offers and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that Ms [redacted] established services with Sprint on October 5, At that time, she portphone lines ending in [redacted] and ***, and purchased two IPhone 6S devices via Sprint’s Leasing program Additionally, Ms [redacted] participated in Sprint’s Contract Buyout and Buy-One-Get-One (BOGO) promotional offersWe regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, [redacted] or *** Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout credit Additionally, the customer must tutheir old cellular provider’s device to Sprint Once approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeks Sprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device charges Additional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/joinsprint Upon review of Ms [redacted] ’s account, we confirmed on May 3, 2017, that phone lines ending in [redacted] and [redacted] were registered and approved for Sprint’s Contract Buyout promotional offer on December 7, Accordingly, the Visa Reward Cards totaling $1,for the above-referenced phone lines, was mailed to Ms [redacted] ’s address on fileWe also verified that the Visa Rewards were utilized accordingly Furthermore, we confirmed on May 11, 2017, that the BOGO promotional offer was corrected and BOGO credits were applied to her account to offset the last five months of the monthly lease charges associated with phone line ending in ***In addition, phone line ending in [redacted] will receive the BOGO promotion going forward as long the above-referenced phone line remain eligible for the BOGO promotion In an effort to ensure that Sprint has satisfactorily resolved Ms [redacted] ’s account concerns, we attempted to contact her via phone and email on May 3, 2017, without success Subsequently, we received e-mail correspondence from Ms [redacted] on May 3, 2017, advising us that her account concerns were resolved to her satisfaction and she expressed her concerns with the customer service experience she encountered while attempting to resolve her these mattersWe appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 25, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: File BBB Complaint [redacted] Account XXXXX5291, Angela F [redacted] Case 2271659 To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Angela F [redacted] . We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms. F [redacted] did not accept the finding of our previous response. She further states that she is not interested in continuing business with Sprint. We attempted to speak with Ms. F [redacted] on August 24 and 25, 2017, however, we were unable to reach her. We have reviewed Ms. F [redacted] ’s account and find that her service is canceled as she ported out her numbers to another carrier on August 11 and August 16, 2017. In our previous response, we agreed that with the return of both Sprint devices, we would waive the Lease Cancellation charges. As of this date, it does not appear that the devices have been returned and cancelation charges totaling $1,443.85 have been accessed to the account. With the return of the devices in good working condition, no later than September 5, 2017, we will adjust the cancelation charges. We regret any frustration this matter may have caused. If we can be of further assistance, Ms. F [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-855-848-3280, ext. 6193. I am available Monday through Friday between 8:00 a.m. and 5:00 p.m., Central Time. Sincerely, Tracey F. Executive Services Analyst //AT

May 24, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction that his final invoice reflected charges of $even though he was advised that he was billed a month in advance on his first invoice and his final invoice would not reflect any charges He also expressed his dissatisfaction that this matter was not resolved when he contacted Sprint We spoke with Mr [redacted] , and resolved his concerns to his satisfaction We advised him that we regret any confusion that he may have experienced regarding Sprint’s billing process We explained that as outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance at the start of the billing cycle and payment of the charges is due before the end of the cycle Additionally, Sprint advertises and provides services in monthly increments When a customer contacts us to cancel service, the account is set to expire on the last day of the billing cycle However, if services are terminated by porting out before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan Our records reflect that Mr [redacted] ’s account was canceled on March 26, 2016, when his last active line of service was ported to a different service provider, which was the first day of his billing cycle Therefore, he was billed for the entire month of service In an effort to resolve his dispute amicably, we applied credits totaling $to his account to offset Mr [redacted] ’s remaining balance As a result, his account is in final status with no further payments due We regret any inconvenience that these matters may have caused If Mr [redacted] has any questions regarding these matters, I can be reached toll-free by calling ###-###-#### I am available Monday through Friday, between a.mand p.m., Central TimeSincerely, [redacted] *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 11451287, and find that this resolution is satisfactory to me Regards, [redacted] ***

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

April 24, 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 March 17, We appreciate your assistance in bringing our customer’s concern to our attention According to Mr***’s follfiling, he expressed his dissatisfaction with our previous response providedMr [redacted] stated that prior to the cancellation of his account; he contacted our Customer Care group to confirm if he would be subjected to an Early Termination Fee, and was advised that he has the ability to cancel service without penaltyTherefore, Mr [redacted] requested that Sprint review this matter and process a refund to him accordingly for portion of the Early Termination Fee Sprint has reviewed Mr***’s complaintAs stated in our initial responses dated March and of 2017, our records reflect that Mr [redacted] upgraded the device associated with phone number ending in [redacted] on February 13, At that time, he purchased a device at discounted pricing in exchange for a two-year Service AgreementFor details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about Early Termination Fees After further review of our records, we are able to locate a signed copy of Mr***’s electronic Service Agreement associated with the Samsung Galaxy S 4T device for phone number ending in ***, which includes a description of the charges in questionFurthermore, on December 26, 2016, Mr [redacted] ported-out phone number ending in [redacted] to another wireless service provider, prior to fulfilling the terms of his two-year Service AgreementAs a result, his account was assessed $Early Termination Fee plus applicable taxes as reflected on the January billing statement We regret any misunderstanding that may have occurred regarding our billing practices and the charges reflected on Mr***’s monthly billing statements, specifically, the Early Termination FeeHowever, we are unable to substantiate the information that Mr [redacted] indicated in his complaintAs such, Sprint considers the disputed charge to be validWe have confirmed on February 10, 2017, Mr [redacted] remitted a payment of $118.93, which satisfied his account balance and leaving his account closed with a zero balance Upon receipt of Mr***’s follfiling, we spoke with Mr [redacted] on April 24, 2017, to discuss his concern in detail and relayed the aforementioned information to himWhile we regret that Mr [redacted] disagrees with our findings, Sprint sustains no error was made on our part regarding his account chargesAlthough, Sprint sustains no further credit is due; in order to provide an amicable resolution and settlement for this matter, we have offered Mr [redacted] with a check refund of $Mr [redacted] confirmed his acceptance of our offer as settlement of the above referenced issue regarding his Early Termination Fee; therefore, we are confident that Mr***’s concerns have been fully addressed and resolved to the best of our ability following the fulfillment of the refund in the amount of $Consequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , on behalf of our customer Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our customer Care representatives during his attempts to resolve a payment disputeHe said he removed his credit card information from the account two weeks ago, and a payment was made without his consentMr [redacted] advised that he is unable to verify the security answer on the account As a result, he is requesting that we refund the payment to him Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account As such, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience During our conversation with Mr [redacted] on June 26, 2017, we explained the information outlined above Mr [redacted] said he does not wish to discuss the issue any further We regret any inconvenience this matter may have caused, Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive 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 meAs upset as I am that the situation needed to be escalated this far, I am certainly glad it is finally resolved! I owe the Revdex.com GREAT THANKS because without their help, I would have never seen this resolution! Thank you! Regards, [redacted]

August 9, 2017 RevDex.com 8080 Ward Parkway Kansas City, MO 64114 Re: BBB File [redacted] ... Sprint Account XXXXXX***, [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention. According to her complaint, Ms. [redacted] stated she had an unfavorable customer service experience while attempting to have a defective device on her account replaced. Ms. [redacted] is requesting that Sprint review this matter. Sprint has reviewed Ms. [redacted] ’s complaint. Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first 30 days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Ms. [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) on her phone number ending in ***. Therefore, if the problem with Ms. [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms. [redacted] will be charged $25 for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period. If the problem with Ms. [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim. A $50 up to a $350 deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. We spoke with Ms. [redacted] on August 3, 2017. Ms. [redacted] confirmed that she has received her replacement device and it is working to her satisfaction. Although no credit is due, to demonstrate our commitment to world class service, Sprint applied a $100 courtesy credit to her account to offset a portion of her monthly service charges. Ms. [redacted] expressed her satisfaction with the resolution provided. We appreciate Ms. [redacted] taking time to provide details of her experience while replacing her defective device. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused Ms. [redacted] . If we can be of further assistance with this matter, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:00 a.m. to 4:30 p.m., Eastern Time. Sincerely, /s/ Taheera L. Taheera L. Executive Services Analyst

June 15, 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: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the lack of coverage in his home service area and alternate service areas in Fort Polk, LA and Queensbury N.YTherefore, Mr [redacted] requested that Sprint review this matter and allow him the ability to cancel services without further cost to him We regret that Mr [redacted] ’s experience with service in his calling area has fallen short of his expectations We are constantly monitoring 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 In an effort to address Mr [redacted] ’s concerns, we reviewed the network coverage in his area Our records indicate that the service areas that Mr [redacted] provided are located in Sprint’s “good” coverage area, near “fair” coverage Therefore, Mr [redacted] may experience coverage issues at these locations, especially during peak usage times We spoke with Mr [redacted] on June 5, 2017, to discuss his concerns in detail Although the purchase of Mr [redacted] ’s devices exceeds the 14-day return timeframe, we agreed to allow him to cancel his services and return his devices as a courtesy At that time, we sent him return kits to facilitate the return of his devices Once we receive the returned devices, we will apply a credit to his account for the cancellation or equipment charges associated with his devicesMr [redacted] acknowledged the information and resolution that was relayed to him We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive 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 sprints terms amenableHowever I maintain that Sprint incorrectly charged me and that this acceptance of the removal of the collections account on my credit report does not constitute acceptance of liability for any charges that sprint incorrectly charged to my account due to their inability to provide service or properly document that the ETF fees had been waived Regards, [redacted]

August 17, Kansas City Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] and [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of [redacted] and [redacted] filed in regard to Mr [redacted] ’s Sprint accountWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to the [redacted] s’ contacting your agency once again In their rebuttal, Mrand Ms [redacted] advised that they have not yet received any update related to the status of the recent payment remitted to satisfy the closure of Mr [redacted] ’s Sprint accountThey also advised that the check sent for that payment has not yet been cashed We regret any misunderstanding that may have occurred related to the status of Mr [redacted] ’s payment and Sprint accountOur records reflect that the most-recent payment to Mr [redacted] ’s account posted on August 12, 2017, leaving his account with a remaining final balance due of $ We spoke with Ms [redacted] on July 25, 2017, on behalf of the account holder and explained the information outlined aboveMs [redacted] acknowledged that information but indicated her dispute of the remaining balanceAlthough we were unable to identify any error on the part of Sprint related to that balance, we offered to apply a credit of $to Mr [redacted] ’s account to offset monthly charges due to any misinformation that may have been provided by our representatives related to his final billing Ms [redacted] accepted our offer, and we applied the $credit as agreed, leaving his account in closed status with an adjusted balance due of $32, which Ms [redacted] agreed to satisfy upon her and Mr [redacted] ’s receipt of his August billing statement reflecting the applied creditMs [redacted] then indicated her satisfaction with our resolution We regret any inconvenience this matter may have caused Mrand Ms [redacted] , as well as the loss of their businessIf we can be of further assistance with this concern, they can contact me by calling the Sprint 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, Leland [redacted] * 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 once I receive a final bill (if ever) I will be satisfied, however, I am not holding my breath as this is the millionth time I have been promised a bill and nothing has been receivedSorry to sound so passive, but really, enough is enough Regards, [redacted]

July 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , ***l [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr***l [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Mr [redacted] asserts that a Sprint was established using his personal information without his authorizationMr [redacted] requested that Sprint review this matter and ensure that all negative reporting is removed from the credit bureaus Sprint has reviewed Mr [redacted] ’s complaint and notes that we mailed a fraud packet to Mr [redacted] on July 3, 2017, for him to complete and return to our Fraud Management group in order for us to obtain the information necessary to investigate this matterUpon our receipt of the completed fraud packet, a representative of Sprint’s Fraud Management group will research Mr [redacted] ’s claim and respond to him in writing with our findings within days of our receipt of the fraud packetIf fraudulent activity is confirmed, the appropriate credits will be applied to the account, and we will request that the credit bureaus remove any negative reporting information regarding this issue, if necessary We spoke with Mr [redacted] on July 6, 2017, and informed him we had received his complaint and mailed him the fraud packetAt that time, Mr [redacted] acknowledged the information provided to himIf Mr [redacted] requires further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance, Mr [redacted] may contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-#### Ext***I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Hakima W Hakima W Executive Services Analyst

Tell us why here...November 7, Revdex.com Serving Greater Kansas City 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 Ms [redacted] submitted on October 12, 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 charges assessed on her October billing invoiceAccording to Ms [redacted] , she was advised that her monthly billing would be $per month, after she updated her service plan, and requested to terminate the Tablet device associated with phone number ending ***Ms [redacted] requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaintAccording to our records, on October 1, 2016, Ms [redacted] requested to update her price plan to the Unlimited Freedom plan for $per month, and terminate the Tablet device associated with phone number ending in ***Please note that Ms [redacted] ’ price plan was updated to reflect the referenced plan, which became effective on October 5, 2016, the beginning of her billing cycleHowever, the Tablet device was scheduled to be terminated on November 4, 2016, the end of Ms [redacted] ’ bill cycle date 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 her service planWhen Ms [redacted] contacted our Customer Care group on October 1, 2016, to cancel her service, phone number ending in [redacted] was scheduled to expire on the last day of her billing cycle, November 4, Although she elected not to utilize the service following her cancellation request, the service was available to her, and the full monthly service charge is validWe regret that this may not have been explained to Ms [redacted] ; however, this information is provided in our Terms and Conditions of ServicesPlease note, in an effort to reach a satisfactory and mutually acceptable resolution, Sprint terminated phone number ending in [redacted] effective October 19, Additionally, a one-time adjustment of $was applied to her account to offset the monthly services charges associated with phone number ending in ***We spoke with Ms [redacted] on October 19, During our conversation, we relayed the above referenced information and resolution to herMs [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ Tracey [redacted] Tracey [redacted] Executive & Regulatory Services