Sprint Corporation

July 26, 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: The above-referenced inquiry of Mr [redacted] has been received by our office We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed the billing on his Sprint account, advising that we are not honoring promotional equipment pricing offered to him at the time of his recent device upgrade He requested that we credit the disputed charges and honor the promotion previous offered for free devices We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint billing We identified that, at the time of his upgrade, a device promotion for which his current account plan was not qualified was inadvertently quoted, leading to expected equipment credits not applying We have applied a $credit to offset the previously billed charges for the disputed itemsAdditionally, we have waived the remaining installment charges on the two devices in order to meet the promotion offered to Mr [redacted] Mr [redacted] confirmed his satisfaction with our resolution We appreciate Mr [redacted] ’s 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 any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: 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 did speak with sprint and they refused to fix the bill that I do not owe them I did let them know that of nothing is done that I will be contacting my attorney and the lady told me that I can do what I needed to do so that will be my next step in this matter 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]

We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her discontent with the removal of her employee discount without notice and our policy requiring revalidation of eligibility for the discountShe has requested that Sprint restore her discount and apply the applicable credit for March and April In order to receive a discount through the Sprint Discount Program (SDP), upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountCustomers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verify We have reviewed our records and find that we began requesting the revalidation for the SDP in January 2016, via SMS messages, when the device associated with line ending in [redacted] was upgradedUnfortunately, we have been unable to revalidate Ms [redacted] ’s eligibility for the SDPHowever, we have reached out to Ms [redacted] offering our assistance to validate her eligibility contingent upon receiving the applicable documentation We regret any frustration this matter may have causedIf we can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, [redacted] * [redacted] * Executive Services Analyst

September 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Dorothy [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsDorothy *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our not waiving or reducing her account balance due after a catastrophic weather event in her area although our representatives previously informed her that we would do so Ms [redacted] requested that we honor that commitment We regret the circumstances that led to Ms***’s request, as well as any misunderstanding that may have occurred regarding her billing In light of the effects of the recent storm in Texas, Sprint has committed to waive any voice, text, or data overage for a specific time for those affected by the event; however, we have no record of any offer or promise from any of our representatives to fully credit Ms***’s referenced charges During our September 12, 2017, conversation with Ms***, we explained the information outlined above However, although we are unable to identify any error on the part of Sprint related to her reported concerns, we offered to apply service credits totaling $to her account to offset an amount equivalent to one month’s service charges, as a courtesy Ms [redacted] accepted our offer, and we applied the credit as agreed We also reminded Ms [redacted] that her equipment charges are separate and much be paid to prevent service interruption Ms [redacted] indicated her satisfaction with our resolution We regret any inconvenience this matter may have caused but are pleased that we were able to address Ms***’s reported concerns to her satisfaction If we can be of further assistance with this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive 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 sprint's response as well I do not agree with Sprint's comment regarding that the coverage fell short of my expectations The original complaint has always been that there is "No Service" alot of the time in my community I get the "No Service" therefore, I would not be able to call out, receive calls nor texts I wanted phone service along with texts and internet access and was willing to pay for such services that is why I first got interested in Sprint But after several times that I contacted them and their response is the towers are being worked on in your area but everything will be just fine in less than an hour has gotten old Despite it all, I am greatful to Revdex.com for your assistance with this matter and to Sprint for considering my request and understanding my concernHowever, I would like to ensure that Sprint is going to provide a refund without any other penalties for terminating services since I was not allowed to cancel one of the lines Their finance department would not cancel or suspend the last line and it appears to be active til May 1st It appears that Sprint stretches it out till the end of billing cycle conveniently to charge more $$ Please note, I have finalized my phone service provider and will be mailing out their phones today Regards, [redacted]

August 1, 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] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with her billing and a promotional offerMs [redacted] stated that she was offered an Apple iPad tablet device when she upgraded service plan and added a line of serviceShe stated that she visited the store for assistance and the issue still remainsShe requested that she be refunded for the nine months she has been paying for the tablet device 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 website at www.sprint.com have not deviated from the published informationIn 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 Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan We contacted Ms [redacted] on July 21, 2017, and advised that we would research her concerns, at the time of that interactionMs [redacted] advised that she had documentation indicating the promotional offer that she received from the store at the time of purchaseWe requested that she forward that documentation to us for further reviewOn July 28, 2017, Ms [redacted] advised us that she was unable to locate the documentation to substantiate her claimAs a result of our review into this matter, we were unable to identify a Sprint billing errorAs a result, we must respectfully decline Ms [redacted] ’s request to remove the tablet charges We regret any inconvenience this matter may have causedIf we may be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

January 30, 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 rebuttal inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her original inquiry, Ms [redacted] states that she called to cancel her service in December Ms [redacted] states that her account was not cancelled and she continued to receive service chargesShe states that she called several more times requesting cancelation but the account was not canceledIn the rebuttal inquiry Ms [redacted] states that called Sprint to address her Revdex.com inquiry; however, her call was not returned As a result, Ms [redacted] is requesting that we cancel her account, credit the charges incurred and update her credit file We spoke with Ms [redacted] on January 30, 2017, and explained that our records confirmed that she requested cancelation of her Sprint service on December 26, Due to a miscommunication the account was not closed and equipment charges continued to billMs [redacted] called again on July 2, 2016, at which time her service was cancelled; however, the equipment charges were not waivedWe applied credits that have reduced the account balance to zeroFurther, we contacted the outside collection agency requesting that the negative information regarding this account be removed from Ms [redacted] ’s credit bureaus This process may take up to days to completeMs [redacted] states that these actions have resolved her concerns We regret any inconvenience that Ms [redacted] may have experienced as a result of these issues Ms [redacted] can reach me by calling Sprint’s 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, [redacted] *Executive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed a $equipment charge assessed to his Sprint account after a recent device upgrade transaction and described unfavorable customer experiences during his attempts to address that matterHe requested that we correct his billing We regret any misunderstanding that may have occurred related to Mr [redacted] ’ Sprint billingOur records reflect that he activated a new device on February 16, 2017, on a new line of service that was added to his account during the same transaction, and that he accepted a 24-month installment billing purchase agreement for that deviceOur records further reflect that Mr [redacted] swapped his new device to his existing mobile number on the same date and that, on February 24, 2017, he cancelled his new line of service Because of the cancellation of the new line of service on which the above-noted equipment installment agreement was attached, that installment agreement was also terminated, we accelerated the equipment pay-off balance for that device and assessed those charges, totaling $494.99, to his account, as reflected on his March invoiceOur review of Mr [redacted] ’ account reflects that a $payment received from him on March 30, 2017, and a second payment of $that posted to his Sprint account on April 18, 2017, satisfied his outstanding balance due including previous monthly service charges and the accelerated equipment charges During our April 21, 2017, conversation with Mr [redacted] , we explained the information outlined aboveHe expressed his understanding of that information and his satisfaction with our responseHe also brought up other account and billing concerns unrelated to this inquiry, which we also addressed and satisfactorily resolved We appreciate Mr [redacted] ’ taking time to provide details of his experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize his input to improve our Customer Service training and processes We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these matters, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: E-mail was sent to Mr [redacted] 4/27/and he has not responded to emailthanks Mrs [redacted] Regards, [redacted]

May 25, 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 brin***g our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with attempting to set payment arrangements and split the past due balance on two different credit cards He states the Sprint representative processed a payment for the full amount to one credit card and possibly causing additional fees from his financial institutionDuring our conversation with Mr [redacted] apologize for any inconvenience this matter may have caused him Additionally, we advised him that the payment in question was backed out the same day and correct arrangements made on the two credit cards, as he requested Mr [redacted] confirmed that his complaint has been fully resolvedWe appreciate Mr [redacted] for taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Mr [redacted] can contact me by calling the 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, Linard AExecutive Services Analyst

May 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] I [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] I [redacted] , submitted on April 19, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms [redacted] , she states that she has had an unfavorable customer experience while attempting to address the balance on account XXXXX***She states that she cancelled her Sprint services because she was misled regarding our Friends and Family promotion that was previously offered with promises from store personnel that more customers would be added to her group to reduce her billShe further states that this did not happen which led her to cancel her servicesShe later received a bill from a collection agency for Monthly Recurring Charges (MRC) and accelerated charges for equipmentMs [redacted] is requesting for the balance to be removed in fullWe spoke with Mrand Mrs [redacted] on May 3, 2017, regarding her account concernsAfter account review, we determined that the balance in the amount of $is for accelerated charges associated with two 24-month Installment Billing (IB) agreements for Samsung Galaxy Sdevices associated with lines ending in [redacted] and ***, an Early Termination Fee (ETF) for line ending in ***, and Monthly Recurring Charges (MRC) for services renderedBased on our findings, we have determined that the charges are valid and decline MsHarringer’s request for the balance to be removed in full.We appreciate Mrand Mrs [redacted] for taking the time to provide us with details of their 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 processes.We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst

May 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he advises that his plan includes unlimited calls to Canada and Mexico Therefore, he is disputing the long distance charges for calls to Canada, and is requesting a credit for the charges since he signed up for this calling plan in Mr [redacted] has a data plan shared between his phone lines, with unlimited talk and text messages, domestic roaming, international calling capability, and Sprint Open World - which offers roaming minutes while traveling in Canada and Mexico This plan does not include unlimited international calls Calls to any other country, including Canada and Mexico, are an additional charge During our conversation with Mr [redacted] on May 12, 2016, we offered a $plan option that includes unlimited calls to Canada and Mexico from the United States He accepted the offer and requested that it only be added to phone ***-XXX-*** As outlined in our Terms and Conditions of Services, customers must raise any dispute that they have regarding invoiced charges within days of the date of the invoice, or they have accepted the charges Customers do not have to pay the disputed amounts while they are being investigated; however, they must pay amounts not in dispute by the due date to prevent services from being interrupted Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice Although we were unable to confirm a Sprint billing error regarding this matter, as a one-time goodwill gesture, we applied credits totaling $to his account to offset the long distance charges for months because Mr [redacted] believed that his plan included this feature Consequently, we believe this matter has been fully addressed We regret any inconvenience that Mr [redacted] may have experienced as a result of this matter, and we appreciate his business If he needs further assistance, he can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX8618, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint We appreciate your assistance in bringing our customers’ concerns to our attention once more According to the information received, Mr [redacted] stated that he is not satisfied with our previous response Specifically, he stated that we have not addressed the issue of when a customer asks for a representative located in the United States, will he be connected to a representative in the United States We spoke with Mr [redacted] on March 30, During our call, we stressed our commitment to meet the customer service needs of our customers on each and every call In the event that Mr [redacted] is not satisfied with the handling of his account concerns by one of our representatives, we do have an internal escalation process in place so that Mr [redacted] ’ concerns may be reviewed at the management level We sincerely regret that Mr [redacted] had a poor customer service experience We appreciate Mr [redacted] for taking time to again provide details of his feedback We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’ customer concerns have been forwarded to the appropriate managerial staff for further review If Mr [redacted] requires additional assistance regarding this matter, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-844-282-8211, extension *** I am available Monday, and Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.m., Central Time Sincerely, Travis M Executive Services Analyst

April 18, 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] states that since cancelling the service on her Sprint account, she made multiple requests for a copy of her final bill to be mailed; however, she still has not received the requested invoice As a result, Ms [redacted] requested that we expunge or reduce her final bill balance Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concern We regret any possible misunderstanding regarding this matter Our records reflect that on March 27, 2017, Ms [redacted] reached out to our Customer Care department via our Web Chat service to request a copy of her final bill that generated on March 22, 2017, to be mailed to her A request was submitted for the bill to be reprinted and it was mailed out to the account’s billing address on March 28, On April 8, 2017, we received a notification from the United States Postal Service that the bill could not be delivered due to the billing address being undeliverable During our discussion with Ms [redacted] on April 17, 2017, we explained our aforementioned findings and confirmed the account’s billing address was incorrect Ms [redacted] stated that during her chat interaction on March 27, 2017, she requested for her address be updated Regrettably, the update was not processed As a result, to address this matter, we updated our records to reflect Ms [redacted] ’s current address Furthermore, in effort to reach an amicable resolution, we offered to apply a one-time credit to her account totaling $to offset one month’s service charge We are pleased to inform you that Ms [redacted] accepted our offer and expressed her satisfaction with our handling of this matter With the information in Ms [redacted] ’s account, we were able to identify the representative involved in her customer service experiencePlease be assured that this experience is not indicative of the level of service we expect from our employees The feedback provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret that we lost Ms [redacted] as a customer and regret any inconvenience this matter may have caused If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Mayra L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of MsMayra L [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’ complaint, she is concerned with the surcharges included on her Sprint billing each month She also states that she had an unfavorable customer service experience while attempting to obtain an explanation of the surcharges after contacting our customer service department We regret any inconvenience this matter may have caused Ms [redacted] We spoke with Ms [redacted] and explained that in addition to the monthly service charges billed for Sprint's Services, Sprint Surcharges, taxes, fees and other charges may be applied at the point of purchase or to customers’ monthly invoice based on the type of wireless service they have, the device purchase method, and geographical location During our discussion with Ms [redacted] on September 21, 2017, we advised her that, in accordance with Sprint’s Terms and Conditions of Service, Sprint Surcharges are assessed on her invoice for the costs Sprint incurs in complying with governmental programs We also advised her that Surcharges are not taxes and are not legally required; rather they are part of our rates and we choose to collect them to recover certain costs which may include, but not limited to Federal Universal Service, Regulatory and Administrative charges, gross receipts charges, and other charges Further, the following information regarding the three surcharges Ms [redacted] is incurring can be found online at www.sprint.com/taxesandfees: The Administrative Charge is applied per line, per month by Sprint to help defray various costs incurred by Sprint, including, but not limited to, charges imposed on Sprint from other telecommunications carriers and charges and fees from local telephone companies for delivery of calls from our customers to theirs and for certain network facilities and services we must purchase from themThe Administrative Charge appears as a separate line item under Sprint Surcharges of your invoiceThis charge is not a tax and is not an amount we are required to collect from you by lawThe Administrative Charge and the components used to calculate this charge are subject to change from time to time The Regulatory Charge is assessed per line, per month by Sprint to help defray costs of various federal, state, and local regulatory programsThe Regulatory Charge is not a tax and is not an amount we are required to collect from you by lawThe Regulatory Charge and the components used to calculate this charge are subject to change from time to time All interstate telecommunications service providers are required to contribute to the Federal Universal Service Fund (USF)The Federal USF subsidizes telecommunications services in rural and high-cost areas, services for low-income consumers, and services for schools, libraries, and rural health care providersSprint charges a monthly fee per line to recover the cost of these contributions and may include other charges also related to this governmental programThere are different assessment rates applicable to long distance and international charges, and to non-long distance charges, creating two line items on the invoiceThis charge is not a tax or a government-imposed feeThe rate of this monthly charge can vary quarterly based on the USF contribution factor established by the Federal Communications CommissionAs of October 1, 2017, the Federal USF contribution rate is percent We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’ concerns have been forwarded to the appropriate managerial staff for further review We thank Ms [redacted] for being a loyal Sprint customer If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

May 10, 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 Ms [redacted] , submitted on April 20, We apologize for any inconvenience that Ms [redacted] experienced as a result of this matter and appreciate your assistance in bringing our customers' concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to unlock her phoneMs [redacted] has requested clarification regarding Sprint's unlocking policies regarding an iPhone device purchased on June 2, and activated on Sprint's networkMs [redacted] has indicated that she would like the device unlocked Sprint has reviewed Ms [redacted] 's complaintUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier's SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier's networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: - Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options - The associated account is in good standing - The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked - The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] 's iPhone device associated with phone number ending is eligible for MSL unlockingWe spoke with Ms [redacted] on April 27, and provided her with the MSL associated with her deviceMs [redacted] was satisfied with our response If we can be of any further assistance regarding this matter, Ms [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 Robert MExecutive Services Analyst

On or about June 2nd Sprint contacted me and we discussed the matterThey stated that the charges were correct and I was due no refund at that time Several days later Sprint contacted me again to state they were will to credit me a small amount, at which time I stated they had already said everything was final and I was done with the situation Sprint has done nothing except string me along wasting over hours of my time Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

September 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: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Ms [redacted] ***, the account holder, on September 6, 2016, in the original complaintWe made additional contact attempts on September 15, and 19, 2016, but we have been unable to speak with her However, we are confident her account concern has been addressed and resolved In the inquiry filed by Mr [redacted] , he indicated he has not received his bill reprints to date In addition, he indicated we did not address the real issue when he contacted customer service and requested copies of the bill which he did not receive As a result, he is requesting we review this matter During our discussion with Ms***, we confirmed with her that we mailed copies of the May, June, July and August invoices to the updated address on her account per her request on September 6, She will receive the invoices in five to seven days from this date We made the three additional contact attempts at the above referenced dates to confirm the invoices were received, but we were unable to speak with Ms*** We personally printed the invoices and we are confident they will be delivered We reviewed her account and confirmed invoice reprints were requested on July and 25, The address was updated on the account on July 19, We are unsure why the invoices were not delivered as our customer service representatives did process the invoice reprints We appreciate the feedback provided and have used it to improve our internal processes We regret any inconvenience Mr [redacted] and Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, they can contact 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, [redacted] HExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Dear Revdex.com: This is a request that my complaint # [redacted] be reopen Sprint is not honoring there resolution MrsMinnie Sstated in her respond to the complaint dated April 25, that “Ms [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.” I’ve contact Sprint several times and asked to be transfer to MrsMinnie S I was told they don’t know Minnie and that the telephone number don’t existMinnie inform me on April 25, that I would need to return the leased devices to Sprint, in good working order, pursuant to terms of her lease agreements and that, once those devices are received in there warehouse, they would offset the Device Purchase Option portion of those charges I would remain responsible for the lease cancellation charges for those devices, as well as the accelerated pay-off balance for the device purchased on an installment billing purchase agreement However when I called Sprint they inform me that I can only turn in of the phones I went to a Sprint Store and tried to turn in the phones and they refused to take the phones because they said I paid for the phones I inform them I’m not planning on coming back to Sprint and don’t need the phones They still said they could not take the phones I am dissatisfied with Sprint because they don’t honor their agreement Unfortunately, the problem remains unresolved I am hereby requesting that Sprint give me credit for the phones that I have already turn in Also I’m asking that Sprint accept the other phones and give me credit on my final billI look forward to Sprint reply and a resolution to my problem Please contact me at the address or by phone at [redacted] ** Cell: [redacted] Regards, [redacted]