Sprint Corporation

Tell us why here...March 23, 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] , submitted on March 9, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with not being provided with the device that was approved by SprintAccording to Mr [redacted] , he was approved for an iPhone SE deviceMr [redacted] believes that the Retail Sales Representative took his device that Sprint approved and sold him a different oneMr [redacted] requested that Sprint review this matter and provide him with a replacement device Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on March 15, 2017, to discuss his concernsAt which time, Mr [redacted] advised that his complaint was regarding the Retail Sales RepresentativeWe asked Mr [redacted] if he could provide us with additional information regarding the transaction that took placeHowever, the phone call endedWe attempted to contact Mr [redacted] again via phone and email on March 22, 2017, without success We are continually seeking ways to improve the quality of service provided to our customersOur representatives are required to attend extensive training classes before they are released to assist our customersPlease be advised that we appreciate Mr [redacted] taking the time to provide us with the details of his experiencePlease be assured that we value Mr [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review Should Mr [redacted] have any additional questions or concerns regarding this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we may be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### extension ***I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Service

Sprint is in receipt of the above-referenced complaint filed by [redacted] We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information provided, Mr [redacted] is disputing data overages that were reflected on his April invoiceHe further states that he has been unsuccessful at resolving this matter with our Customer Care Department Sprint’s records indicate that Mr [redacted] has a mobile broadband air card with a monthly recurring service plan for gigabytes of data usageWe had the opportunity to speak with Mr [redacted] on May 1, 2015, to address his account concernsDuring our conversation, we confirmed with Mr [redacted] that his service line ###-###-#### exceeded the 5GB allotted in his 5G Mobile Broadband planReview of his April invoice reflects 10,241,kilobytes in usage over the maximum allowanceThese are valid charges and payable to Sprint; however, credits totaling $were applied to his account as a gesture of goodwill to negate the disputed charges incurredIn addition, we explained that he can check his data usage via www.sprint.comMr [redacted] expressed his satisfaction with this resolution We apologize for any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, you may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### or directly at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, [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 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]

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the follow up inquiry submitted by [redacted] submitted on March 22, We appreciate the opportunity to address her account concerns According to Ms [redacted] follfilling, she expressed her dissatisfaction with the previous response provided Specifically, stating that she has not received the pending adjustment on her account Ms [redacted] stated that her order was shipped to the incorrect address, as a result, her equipment arrived at a later time However, the account was assessed additional equipment purchase charges due to the duplication of the orders to be mailed out to the correct address Lastly, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her billing concern Therefore, Ms [redacted] request that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaint According to our records, on October 2016, Ms [redacted] placed five orders for iPhone devices In addition, she placed orders for iPhone devices to be delivered to the billing address on file However, the equipment orders were shipped to the incorrect address; therefore, the equipment orders were returned to Sprint’s Returns warehouse We confirmed on March 30, 2017, the devices were received at our Returns warehouse However, due to an inadvertent error the equipment orders were not cancelledAs a result, the account was assessed additional equipment purchase charges as reflected on the November through March billing statements Therefore, Sprint has applied an adjustment on Ms [redacted] ’ account to offset the equipment purchase charges, along with the Monthly Installment Billing Agreements totaling $2,as indicated on the January billing statement In addition, Sprint has applied an adjustment of $3,to Ms [redacted] ’ account as indicated on the April billing statement We spoke with Ms [redacted] on April 25, 2017, and relayed the aforementioned information and resolution to her During that call, Ms [redacted] acknowledged the acceptance of the resolution provided to her, and advised us that she is currently reviewing her billing statements to ensure that the appropriate credits have been applied to her account In addition, Ms [redacted] has agreed to follwith the undersigned directly if she has any additional questions and/or concerns pertaining to the resolution discussed herein We appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] has any questions concerning the issues discussed herein, she can contact me directly at ###-###-####, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

April 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention Based on the inquiry, Ms [redacted] is seeking assistance with her account billingShe states she is disputing the lease accelerated billing for the two devices listed on her account She states the LG Gand HTC Bolt are not working properly and has been unable to resolve her device issues to her satisfaction As a result, she is requesting that her account be adjusted to a zero balance and to return the devices We spoke with Ms [redacted] regarding her account billing and device concerns She stated that she that she has moved to a new carrierShe stated due to her ongoing device issues, she stopped using her devices At this time, she would like to return the leased devices We regret any inconvenience Ms [redacted] may have experienced as a result of this matter Although we were unable to identify a Sprint billing error, in an effort to reach an amicable resolution, we will accept the return of the leased devices in working condition Ms [redacted] confirmed that she received the return kit that was sent to her and will return both devices We advised her once the devices are confirmed returned, we will adjust the lease cancellation fees and purchase price for each device Ms [redacted] accepted our offer and did not require any further assistance Accordingly, Sprint considers this matter fully addressed and resolved Should Ms [redacted] need further assistance regarding this matter, she may 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, Alethea BExecutive Services Analyst

August 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with collections activity related to equipment charges assessed to his account for devices he returned to the point of sale Mr [redacted] requested that we correct his billing and prevent any negative information related to this matter from reflecting on his credit report We regret the circumstances that led to Mr [redacted] ’s decision to return his Sprint devices, as well as any delay in addressing his equipment billing Unfortunately, our attempts to contact Mr [redacted] by telephone and via e-mail on August 11, 12, and 19, 2016, to discuss his reported concerns in detail were not successful We also sent a letter to him at his address of record on August 19, 2016, acknowledging receipt of his inquiry and inviting him to contact us Although we were unable to speak with him directly, our records reflect that Mr [redacted] previously brought this matter to the attention of our Customer Care department on August 8, 2016, and that, at that time, our representatives confirmed that he returned his devices to one of our retail locations on June 7, 2016, and applied credits totaling $1,to his account to offset the final accelerated equipment charges included on his June invoice As a result, his Sprint account is in closed status with a final balance of zero In addition, we contacted the third-party collections agency assigned to this matter and requested that further collection efforts on Mr [redacted] ’s account be discontinued Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue We ask that Mr [redacted] please allow up to days for completion of this process Based on our review, we believe that Mr [redacted] ’s reported concerns have been addressed to his satisfaction If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

March 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she ported over from [redacted] to Sprint, and discovered there was no coverage at her residenceMs [redacted] then cancelled her service and contacted our customer care department, as she received a bill for $She was informed the bill consists of the device charge and the six days of usage, and if she returns the device, the charges for the device will be adjustedMs [redacted] advised that she has been waiting on the return kit to send the device back and continues to receive invoices from Sprint As a result, she is requesting that we send her the return kit, adjust the charges for the device, and she will pay for the six days of service used We regret any frustration that Ms [redacted] may have experienced while addressing her billing issue We sent the return label to Ms [redacted] ’s email address on March 17, Additionally, we received the device on March 23, 2017, and adjusted the $balance on the accountWith this credit, Ms [redacted] account is cancelled with a zero balance, and no further payment is due During our March 27, 2017, conversation with Ms [redacted] , the information outlined above was explained to herMs [redacted] confirmed that this issue has been resolved, and thanked us for our help We regret any frustration this matter may have caused, but are pleased that we were able to resolve Ms [redacted] ’ s billing concern satisfactorily If we can be of further assistance regarding this matter, Ms [redacted] can contact me 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 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 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]

I went to another Sprint store got the password called Cheryl back she says it is closed and account is back to $dollarsThanks***

July 7, Kansas City Revdex.com Ward Pkwy, Suite * Kansas City, MO 6*[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 for [redacted] This complaint was served to Sprint on June 2*, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the $Subsidized Phone charge being assessed on phone number ending in 08*Therefore, Mr [redacted] requested that Sprint review this matter and remove the $Subsidized Phone charge associated with the above phone number We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Mr [redacted] ’s feedback Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, on March 28, 2016, Mr [redacted] established service on phone number ending in 08*and elected to purchase a device at discounted pricing in exchange for a two year Service AgreementAlso, he enrolled the aforementioned phone number on our Individual Data plan with limited data In accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, www.sprint.com, we clearly and conspicuously disclosed the Subsidized Phone charge as apart of the purchase processThe Subsidized Phone charge is waived only on devices that are purchased on Lease or on Monthly Installment optionsAs such, the Subsidized Phone charge is valid During a series of conversations with Mr [redacted] from June through July of 2016, we discussed his billing concerns and relayed the aforementioned information to himAlthough no billing errors were identified, we offered him a one-time adjustment of $to offset a portion of his monthly service charges reflected on his April through June invoicesThe adjustment would be reflected on the July invoiceFurthermore, Mr [redacted] is aware that he will be charged the $Subsidized Phone charge on phone number ending in 08*5, until the device is upgraded via our Lease or Monthly Installment programsCurrently, Mr [redacted] has not confirmed acceptance of our offer; however, he is aware that our offer is valid until July 16, As such, we encourage him to contact the undersigned within the aforementioned time periodWe regret any inconvenience this matter may have caused Mr [redacted] If 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 a.mand p.m., Central Time Sincerely, /s/ Chanda L Executive and Regulatory Services Analyst

November 15, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] Sprint Account XXXXX7947, Jonathan P [redacted] Sprint... Case [redacted] November 15, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case [redacted] Sprint Account XXXXX7947, Jonathan P [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. Jonathan P***. We appreciate you bringing our customers’ concerns to our attention. According to the information provided, Mr. P [redacted] stated that he was offered a credit of $20 per month when upgrading to the Samsung Note 8 for the length of the associated lease agreement. Mr. P [redacted] stated that although he accepted the offer, he has not received the credit for the device. Our records reflect that the offer for $20 off of the monthly lease charge for the Samsung Note 8 device was contingent upon adding a new line of service and activating the device on that line. Although Mr. P [redacted] added a new line of service, he activated the Samsung Note 8 on his existing line and therefore, does not qualify for the offer. However, in an effort to reach an amicable resolution, we offered to apply a one-time courtesy credit of $360 to his account, which is equivalent to the promotional credit for 18 months. Please note that account credits do not apply toward equipment charges. Therefore, regardless of the account balance due, customers are required to pay their equipment charges each month by the payment due date. We appreciate Mr. P [redacted] for taking the time to provide us with the details of his experience with our Customer Service team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr. P***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review. If I may be of further assistance with this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext. 1620. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, Kala C Executive 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

April 3, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms. [redacted] ***. We appreciate your assistance in bringing our customers' concerns to our attention and regret the circumstances that led to Ms. ***’s contacting your agency once again. In her rebuttal, Ms. [redacted] acknowledged that we have provided a $714.74 refund, as referenced in our March 9, 2017, response to her initial filing. However, she also advised that additional amounts are owed to her for devices that she returned to us on October 14 and November 16, 2016, respectively. In addition, she advised that she did not receive a copy of her invoice subsequent to our previous interaction, as expected. We regret any misunderstanding or delay that may have occurred in processing Ms. ***’s referenced equipment returns and associated credits. Our records reflect that we applied credits totaling $5,090.81 to her Sprint account between October 27, 2016, and February 7, 2017, to offset charges for equipment she returned to us and an equipment upgrade charge of $30. We confirmed that those credits fully satisfy all outstanding equipment charges referenced in her inquiry, leaving her account with a $718.74 credit balance. In addition, we confirmed that account credits were correctly applied for the Samsung Galaxy Note 7 and Samsung Galaxy Edge devices noted in her inquiry, which she advised were returned to two retail locations on October 4 and November 16, 2016, respectively. We spoke with Ms. [redacted] again on March 29, 2017, advising of the information outlined above and reviewed her past invoices. We also identified that we forwarded a copy of Ms. ***’s December 10, 2016, invoice to her on March 6, 2017, as requested; however, based on her response, we confirmed her address and sent copies of her September 2016 through February 2017 invoices to her at her request and waived the associated $5-per-copy reprint fee on March 30, 2017. Ms. *** agreed to work with us directly to answer any remaining questions or disputes she may have related to her account billing. We regret any inconvenience these matters may have caused Ms. ***. If we can be of further assistance with these issues, she can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext. ####, and referencing case [redacted] . I am available from 7:30 a.m. to 3:30 p.m., Central Time, Monday through Friday. Sincerely, Stan S. Executive Services Analyst

April 5, 2016 [redacted] RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] Sprint Account xxxxx3449, [redacted] Sprint Case [redacted] Dear Ms. Rios: The above referenced inquiry of Ms. [redacted] has been received by... our office, and we appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms. [redacted] states that she was to receive a $15 monthly promotional credit toward her tablet service plan; however, the promotional credit is not reflected on her bill. Additionally, she states that she requested that her previous tablet be canceled in December 2015 and that request was not completed. As a result, Ms. [redacted] is requesting that Sprint cancel both tablet lines at this time and waive the remaining balance on the account. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about 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. As stated in our Free Tablet 12-months Free Service promotion, credits will begin appearing on the second bill and will continue for 12 months. Based on the plan, the customer will pay the first monthly charge. In addition, charges will resume in the months following the free year of service. Our records reflect that Ms. [redacted] added the tablet to her account on December 10, 2015, but had yet to receive the promotional credit. We spoke with Ms. [redacted] on March 31, 2016, to discuss her account issues. In an effort to reach an amicable resolution regarding this matter, we have resolved her concerns by canceling the lines of service on her Sprint account and waiving the $65 remaining balance. As a result, the account is now in final status and reflects a zero balance. Ms. [redacted] verified satisfaction with the resolution. We regret any inconvenience that this matter may have caused Ms. [redacted] . If I can be of further assistance, Ms. [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at [redacted] 848- [redacted] extension ***. I am available Monday through Friday, between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, [redacted] Executive Services Analyst

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

[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] ***

May 25, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] 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 Mr [redacted] submitted on May 1, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with the lack of coverage in his home service area of [redacted] **Additionally, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his account concerns Mr [redacted] requested that Sprint review this matter and allow him the ability to cancel his Sprint account without further cost to him Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on May 2, 2017, and discussed his coverage concerns During that call, we advised Mr [redacted] that we would investigate his coverage concerns and follwith him accordingly According to our records, the devices associated with phone lines ending in ***, [redacted] and [redacted] were upgraded on September 14, 2016, via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay In addition, on December 29, 2015, he upgraded the device associated with phone line ending in ***, by purchasing a device at discounted pricing in exchange for a two-year Service Agreement For details regarding Sprint’s Service Agreement, customers may visit our website, 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 terms If 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 the Early Termination Fees We regret that the coverage in Mr***’s home service area of [redacted] has fallen short of his expectations 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 research into this matter determined that our cell sites serving the area near Mr***’s billing address was experiencing network impairments during the time he stated to have experienced poor service Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the 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 serviceWith 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 To provide closure for this matter, we have agreed to allow Mr [redacted] to return the devices associated with the aforementioned phone lines undamaged and in good working condition to Sprint’s Returns warehouse in exchange for the waiver of the remaining Installment Billing accelerated cancellation charges and Early Termination Fee To facilitate the return of the devices to our Returns warehouse, we have agreed to mail a return kit to the billing address on fileUpon receipt of the devices, the aforementioned charges will be adjusted accordinglyMr [redacted] is required to reset the devices back to manufacturer’s settings once the lines of service have been ported-out to another wireless service providerPlease note that we ask Mr [redacted] allow days for completion of this process after the devices are received at our Returns warehouse We have contacted Mr [redacted] on May of 2017, to relay the aforementioned information and resolution to himMr [redacted] expressed his satisfaction regarding this matter and advised he has no additional concerns at this time We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please 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 this may have caused Mr***If 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 Tell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have responded to the individual who only attempts to call me at the time I am working and CAN NOT answer my phone as I have emailed and advised on different occasionsI have have advised this rep multiple times when I can be contacted and have called and left messages and gotten NO RESPONSEI was told someone would get back to me on the weekend and NOONE has made an attempt to contact me and my emails have been unanswered!!! Regards, [redacted]

[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 make this right, and in fact made it worse Regards, Kristie V [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