Sprint Corporation

Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received by Ms***, a change of ownership was done for number ending ***However, the active lease agreement was not transferred to the new account, causing her account to be assessed lease cancellation fees in the amount of $She is requesting credit for these charges We regret any misunderstanding that may have occurred, our records reflect that on August 17, 2015, a credit in the amount of $was applied to Ms***’s account to offset the accelerated lease cancellation fees We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been for***ed to the appropriate managerial staff for further review We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### or me directly at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do wish to state that I would like something in writing to the fact that I will not be billed again Regards, [redacted]

Thank you for all your helpSprint contacted meThey offered me a $bill creditI am satisfied with resolution.Thank you for all that you do 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.] They have yet to issue a check to us for the headphones and it has been weeks 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]

January 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from our representatives during the recent activation of his Sprint services, citing that we set up his rate plan incorrectly and Mr [redacted] requested that we credit his first month’s charges from his account in full or allow him to return his devices and cancel his service We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’ chosen rate plan, as well as any misinformation that may have been provided to him related to billing for his device replacementWith the information in Mr [redacted] ’ account, we were able to identify the representatives involved in those interactionsPlease be assured that these experiences are not indicative of the level of service we expect from our employeesThe feedback he provided regarding his experience will be forwarded to the appropriate management staff empowered to make changes in this area During our conversation with Mr [redacted] on January 8, 2016, he indicated that both lines of service associated with his Sprint account should be on our 2GB service Plan but that one of his lines was activated on IGB service planWe assured him that the rate plan issue was corrected by representatives of our Customer Care department on December 17, Mr [redacted] further advised that, subsequent to an accident that damaged one of his Sprint devices, he was advised that we would bill the insurance deductible to his account but that, when he attempted to file a claim with our insurance vendor, he was required to remit the deductible amount immediatelyWe assured Mr [redacted] that, pursuant to the guidelines of his Total Equipment Protection (TEP) option, payment of the non-refundable deductible to Asurion, the program vendor is required at the time a TEP claim is filedHowever, our records reflect that representatives of Asurion were able to arrange for a one-time exception, allowing the $deductible to be billed to his Sprint accountWe further explained that, as a result, the $balance due reflected on his December invoice included his monthly service charges and one-time exception deductible amount Based on the information outlined above, we are unable to identify any error on the part of Sprint regarding Mr [redacted] billingHowever, as a demonstration of our commitment to excellence, we offered to apply credit to his account to offset one-half of the deductibleMr [redacted] accepted our offer, and we applied a credit of $to his account as agreedAs a result, his account reflects a balance of $after the $credit and his $payment We regret any inconvenience these matters may have caused Mr [redacted] but are pleased that we were able to resolve these concerns to his satisfactionIf we can be of further assistance regarding these issues, 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, Minnie S Executive Services Analyst

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once again In his rebuttal, Mr [redacted] requested that we provide a refund for monies paid toward monthly service charges assessed to his account for a line of service that remained active without his knowledge after he ported his other mobile numbers from our network to another provider in January We again regret any possible misunderstanding that may have occurred regarding the disputed charges associated with Mr [redacted] ’s Sprint account However, as outlined in our May 22, 2017, response to his initial filing, when ported three of his four mobile numbers from our network to another carrier in October 2016, his final line of service remained active until he contacted our Customer Care department on May 7, 2017, to cancel it At that time, the line was set to expire on the last day of his then-current billing cycle, May 8, 2017, pursuant to our Terms and Conditions of Service Although he elected not to utilize the service prior to his cancellation request, we had no previous notification of his intent to cancel that line, and the service was available to him As such, the full monthly service charges assessed to his account for that line are correct and valid, Although we were unable to identify any error on the part of Sprint related to Mr [redacted] ’s dispute during our review of his initial filing, and we confirmed that he remitted a payment of $to us on May 7, 2017, to bring his account balance current so we could process his service cancellation request, we applied credits totaling $to his account on May 10, to offset the prorated monthly service charges and the $Reconnection Fee systematically assessed to his account when his payment posted and restored services to his final active line As a result, his account is in closed status with a zero balance During our follconversation with Mr [redacted] on June 1, 2016, we reiterated the information referenced above and explained that we must again respectfully decline his refund request Because Mr [redacted] expressed dissatisfaction with that information, we forwarded his concerns to our executive management team for further review Based on that review, we confirmed that our position remains unchanged We notified Mr [redacted] of that information via e-mail on June 5, 2017, as requested We regret that Mr [redacted] remains dissatisfied with our response to his inquiry; however, we believe that his reported concerns have been fully addressed However, if we can be of any further assistance related to this matter, or if he would like to provide additional information for our review, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

May 17, 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 frustration with the amount she is paying monthly for her Sprint service She feels as though her bill is increasing every invoice and is looking to have her bill total $per monthWe spoke with Ms [redacted] on May 16, 2017, and reviewed her account in full At the customer’s request, we have canceled the LG tablet line that has not been used in months and applied adjustments dating back to her January invoice In an effort to promote customer satisfaction, we agreed to update Ms***’s price plan on her account to a promotional plan of $for lines with autopay through March 31, We explained that with this change her estimated monthly cost would be $189, which includes the price plan and Total Equipment Protection aonlyHe equipment agreements, taxes, and fees would increase this amount With this action, Ms [redacted] confirmed her complaint has been fully resolved On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she 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 Tell us why here

[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, Kayla ***

August 11, 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 referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she attempted to cancel one of her phone numbers in the early part and she was advised that her lease agreement did not expire until July Further, she stated that she continued to pay for the subscription until July 2017, although it was not being used and she was advised that if she did not return the device she would be billed a $end of lease purchase price Ms [redacted] stated that she was never made aware of the end of lease purchase price and is requesting that we credit the $end of lease purchase price for her device Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding her lease agreement and appreciate her feedback regarding this issue The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area Effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device More information regarding the Lease program is available at our website, www.sprint.com/lease Upon the activation of her account, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her agreements on Sprint’s part during the activation of her devices During our conversation with Ms***, we provided the aforementioned informationFurther, we advised her that, our records reflect that on June 15, 2015, Ms***, accepted a 24-month lease for an iPhone Plus device that was activated on phone number ending in *** Additionally, our records show that she requested to cancel the above phone number on August 8, 2017, and at that time her account was automatically billed $for the lease purchase option, per the terms of the Lease Agreement as stated above We advised Ms [redacted] that although the lease agreement signed at the point of sale is valid, in an effort to reach an amicable resolution, we agreed to credit $to offset the last two monthly recurring charges and the last lease payment that were billed on her account She accepted the offer and is satisfied with the resolutionWe regret any inconvenience this matter may have caused If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely Tobias T.Executive Services Analyst

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] disputed his current Sprint billing, stating that we are charging him more than the promotional rate offered by his salesperson for free items He requested that we correct his monthly billing by removing the additional charges for the items offered for free We appreciate Mr [redacted] taking the time to provide us with details of his experiences with our retail representatives With the information in his account records, we were able to identify the salesperson involved in the activation of the tablet and the Mobile Hotspot lines of service Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback provided has been forwarded to the appropriate management empowered to enforce our zero tolerance approach to customer service behaviors of this nature We regret any possible misunderstanding that may have occurred in regard to the tablet price plan details presented to Mr [redacted] during the activation of his tablet line of service on September 16, 2016, as well as the activation of the Mobile Hotspot devices the following day During our January 24, 2017, discussion with Mr [redacted] , we explained that the tablet and Mobile Hotspot devices are free but that there are monthly charges associated with the data used to provide service to those devices Mr [redacted] reiterated that our retail employee informed him that the items would not cause his invoice to increase, as the items were free As demonstration of our commitment to providing world-class customer service and due to any possible miscommunication, we offered to offset all monthly plan charges assessed to these devices and any cancellation fees assessed if he returned the devices to us in excellent working condition in the next days Mr [redacted] agreed to our offer and further advised that the devices are still in their original packaging We applied a credit of $to his Sprint account to offset all charges for the tablet and forwarded three prepaid return authorization envelopes to facilitate the return of the devices to us Mr [redacted] agreed to contact our office once the return authorization envelopes are received by him At that time, we will cancel all three disputed lines of service and offset the cancellation charges once the devices are returned to our warehouse Mr [redacted] indicated his complete satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr [redacted] and for the delay in bringing his reported concerns to amicable resolution If we can be of further assistance with these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [redacted] **Executive Services Analyst

May 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s complaint, she is disputing her balance due Ms [redacted] also expressed her dissatisfaction with the level of service that she received while attempting to resolve this matter A review of Ms [redacted] ’s account records reflects that she is subscribed to our unlimited talk and text plan for $per month and our unlimited data plan which is also $per month Ms [redacted] also subscribes to our Total Equipment Protection Plus program which is $per month, excluding taxes and surcharges Additionally, Ms [redacted] ’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us Our system will electronically monitor and may interrupt services when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Our customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to the address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the account Ms [redacted] also previously received a $Loyalty Credit each month, which expired in March Please note that these credits are not indefinite However, during our conversation with Ms [redacted] , we agreed to extend the $Loyalty Credit for an additional months, from May to April Ms [redacted] will see these credits reflected on her invoices going forward We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Service and Fraud teams We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If Ms [redacted] would like to discuss this matter further, she can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive 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 I have returned all equipment and currently waiting on credit for the returnI received the second return envelop on last weekI also ask that collection efforts or negative credit reporting are not made while waiting on a resolution Regards, [redacted]

May 5, 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 above-referenced complaint filed by Ms [redacted] We appreciate the opportunity to address her account concerns In her inquiry, Ms [redacted] states that when she established service with Sprint she was advised that her bill would be around $a month; however, she has since been billed more than that each month She also states that she is experiencing a decline in Sprint network service, including slow data speeds As a result, she is requesting that Sprint provide a breakdown of her monthly charges and address her network concerns We regret any possible misunderstanding regarding the service plan on Ms [redacted] ’s account During our discussion with Ms [redacted] on May 5, 2017, 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 She also has the Total Equipment Protection option added to wireless line of service ending [redacted] that bills at $per month Additionally, she has one IB Retail Agreement that bills a total of $monthlyAdditionally, she has Look Out Premium and Premium Caller ID service options added to her account that bills a total of $monthly Ms [redacted] can find the full details of this plan, as well as all of our current plans, at www.sprint.comThe sum of these charges total $before applicable discounts, taxes and surcharges With the applicable taxes, and surcharges, her bill should average around $per month Ms [redacted] has the option to change his service plan at any time 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 Further, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact Based upon our initial review of Ms [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms [redacted] to troubleshoot and isolate any issues that may be impacting her service Ms [redacted] ’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Ms [redacted] to ensure that a final resolution has been achieved no later than May 22, If Ms [redacted] has any questions regarding this issue prior to our scheduled follow up, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [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 Sprint in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The Regulatory Services Analyst who was assigned to this incident was very professional, responded quickly, and fully met my expectations Regards, [redacted]

February 23, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she upgraded to the iPhone 7, she was promised a $per month lease charge and to have the lease charges for her iPhone waived once the device was receivedShe had trouble getting a return kit sent to herShe states that once the device was returned and received at the warehouse, her account was not credited the $that she was promised Ms [redacted] is requesting the $be credited to her account for the return of the iPhone and that the iPhone lease charges be changed to the $per month as promised We spoke with Ms [redacted] on February 23, We reviewed her account and confirmed that her account has been credited $for the End of Lease purchase charge and the Lease Cancelation charge for the iPhone We also confirmed that the lease agreement for the iPhone has been cancelled in order to honor the free iPhone upgrade agreement that was offered to Ms [redacted] Ms [redacted] is not required to return the iPhone Also Ms [redacted] is currently on the Unlimited Freedom plan that is $per month Ms [redacted] confirms that these actions have resolved her concerns We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate 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 meSprint needs to continue to work on it's customer serviceNone of their reps offered this resolution to me - I had to file this complaint to get satisfaction Regards, [redacted] ***

March 3, 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention In his complaint, Mr [redacted] reports that he changed carriers, but never received a final billHe states that he called in a couple of times to request a copy of his final bill, but he has never received one Mr [redacted] is requesting that we send him a copy of his final bill We spoke with Mr [redacted] on February 2, 2017, We reviewed his account and he confirmed that he has received his final bill that was sent to him on February 18, Mr [redacted] states that actions have resolved his issues If I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the balance reflected on his account Ms [redacted] states that he changed his rate plan to one he believed would be cheaper; however, his account balance was higher than it was on the previous planIn addition, he expressed an unfavorable customer experience while attempting to resolve his billing concernsAs such, Mr [redacted] is requesting to have any billing issues resolved and to receive compensation for his inconvenience with this ***er We regret any confusion that Mr [redacted] may have experienced regarding the bill charges reflected on his invoice As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance Our records reflect that Mr [redacted] updated his rate plan, effective on June 6, 2017, the first day of the bill cycle As a result, his recent bill reflects monthly service charges assessed for June to July and July to August Our records further indicate that Mr***’ account was adjusted to offset the disputed chargesUpon completion of our review, we were unable to identify any billing errors associated with Mr***’ account Please note that we have attempted to contact Mr [redacted] to discuss his concernsUnfortunately our attempts to contact Mr [redacted] at the telephone number provided in his inquiry on June 29, and July 6, 10, and 11, 2017, to discuss his reported concerns in detail, were unsuccessful However, we have corresponded with him via e-mail, requesting that he contact our office to complete the authentication of his account and discuss his concerns in detail Mr [redacted] requested assistance from another Analyst, so a member of our Executive Management team attempted to reach him on July and 12, 2017; regrettably, we have not yet received a call from him We appreciate Mr***’ 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 If we can be of further assistance related to this ***er, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

To Whom It May Concern: We appreciate your assistance in bringing the account concern of Ms [redacted] , submitted on behalf of the account holder, Ms [redacted] ***, to our attention We apologize for any inconvenience that they may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] indicates that her phone was damaged She also indicates that she took her damaged phone to the retail store to receive a replacement phone She states that a retail store representative provided her with temporary phones on a Buy One Get One (BOGO) promotion during the interim that her line of service would be eligible for an upgrade She further indicates that she was subsequently billed for more than she believes she was promised As a result, she is requesting to cancel her account and port her numbers to another carrier She also expressed her dissatisfaction regarding the level of customer service she received when she attempted to resolve this matter During our discussion with the account holder, Ms [redacted] ***, she confirmed that she returned the above-referenced temporary phones provided on the Buy One Get One (BOGO) promotion We also confirmed with her that her line of service subsequently became eligible for a device upgrade and both account lines of service were subsequently upgraded to the iPhone We also confirmed that her account’s service plan was changed to the deeply discounted Unlimited Freedom Share plan for both account lines of service going forward Finally, we confirmed that all applicable account credits in regard to this matter have been applied Ms [redacted] agreed with the balance reflected on her account and indicated that the matter was resolved We appreciate Ms [redacted] and Ms [redacted] for taking time to provide details of their experience with this matter We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback If Ms [redacted] or Ms [redacted] need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [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 this resolution is satisfactory to me Regards, Douglas B [redacted]