Sprint Corporation

February 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] – [redacted] Account xxxxx [redacted] 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 customer’s concern to our attention In her inquiry, Ms [redacted] states that she believes she was assured that her Best Buy service plan would remain the same, if she upgraded her devices on a $lease promotionShe states that she upgraded her devices, contingent on her understanding of keeping her existing Best Buy service planHowever, after upgrading to the iPhone 7, she learned that the Best Buy plan was not compatible with the new devices As a result, she requests that we honor her upgrade with her Best Buy service planShe also states that if this cannot be honored, she will return the devices and wants the activation fees credited, and the last two remaining payments of her current lease agreements waived Please be advised that our Executive Response representative spoke to Ms [redacted] and corresponded with our office via e-mail regarding her account and upgrade concerns We explained that the iPhone device is not eligible with her selected Best Buy service plan We apologize that this may not have been fully explained to her In order to remain on the referenced service plan, Ms [redacted] would be required to activate an eligible device We advised Ms [redacted] that she may return her device within the day return policy and that we will credit the activation fees We confirmed she returned the iPhone devices and that her previous lease agreements were resumed for the two leased iPhone devices We advised Ms [redacted] that she has two remaining payments towards her lease agreementsAt that time, Ms [redacted] stated that she would like to purchase the two iPhone devices and switch carriers; however, she requested that she not be responsible for the two remaining lease paymentsAlthough the disputed charges are valid and payable to Sprint, we offered to credit the two remaining payments of $each, if she decides to cancel, in an effort to reach an amicable resolution and bring closure to this matter However, we advised Ms [redacted] that the purchase price for each device is $(excluding taxes) and would need to be remitted in order for her to own the devices We appreciate Mr [redacted] for taking time to provide details of her experience with our store 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 will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Ms [redacted] If our office can be of further assistance, Ms [redacted] may contact our Executive Response team by calling toll-free at ###-###-####, extension #### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 6, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he recently received an email advising him that he was eligible to upgrade his two devices He stated that when he attempted to upgrade online he was being billed $on each subscription to cancel his existing lease agreement Further, when he attempted to complete the upgrade at the retail store he was advised that he would be billed two $Activation Fees As a result, Mr [redacted] is requesting that we honor the offer he received via email and allow him to upgrade with no penalty and waive the activation feesIn our effort to provide clear communication about our devices, features 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 the promotion, at that time, devices ordered via our website will have a waived activation fee and shipping fee During our conversation with Mr [redacted] , we apologized for any misunderstanding that may have occurred regarding our promotions Further, we advised him that our records reflect that he upgraded his devices on May 17, 2017, and was billed the two $remaining lease payments on each subscription and a $activation fee We advised him that in an effort to resolve his complaint we would waive the two remaining lease payments on each subscription and waive the two activation fees that were assessed to his account Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our retail and Customer Care representatives The feedback he provided regarding his experience has been forwarded to the appropriate managerial staff for further review If Mr [redacted] needs further assistance with this matter, he can reach me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias T.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] ***e

[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:Again, Sprint Corporate Store Manager, Assistant Manager, Store Salesman, Escalation Department, and Promotion Department all promised on April 16, that I did qualify and would receive the promotion of 4, $visa gifts cards for porting five numbers to Sprint Sprint records all calls However, per Ms [redacted] , a log/recording of this call does not exist She has added that Sprint is not responsible for promises made by Sprint employees At some point, Sprint must take responsibility for the actions of their employees By my count, no less than five Sprint employees made statements and promises as to my eligibility for the promotion Throughout this process, Sprint has taken no responsibiity for their employees This action is misleading at a minimum and possible deception and fraud Regards, [redacted]

February 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 RE: BBB 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 February 17, 2017. We appreciate the opportunity to address her account concerns. In Ms. [redacted] follow-up filling, she expressed her dissatisfaction with the previous response provided, stating that she has not received the pending adjustment on her account. According to the information provided, Ms. [redacted] expressed her dissatisfaction with the level of customer service she received while attempting to resolve her billing concern. Ms. [redacted] stated that her order was shipped to the incorrect address, which cause her units to arrive at a later time. However, the account was assessed additional equipment charges due to the duplication of the orders to be mailed out to the correct address. Therefore, Ms. [redacted] request that Sprint review this matter and adjust her account accordingly. Sprint has reviewed Ms. [redacted] ’ complaint. As stated in our initial response, based on the information provided, we are currently investigating Ms. [redacted] account concerns. Upon the conclusion of our investigation, we will follow up with Ms. [redacted] directly and provide her with our findings and resolution. We appreciate Ms. [redacted] for taking time to provide details of your experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. We spoke with Ms. [redacted] on February 27, 2017, and relayed the aforementioned information to her. Ms. [redacted] expressed her understanding with our efforts to assist. We regret any inconvenience this matter may have caused Ms. [redacted] . If Ms. [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-####, Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m. Eastern Time. Sincerely, /s/ Romualdo F. Romualdo F. Executive & Regulatory Services

October 19, 2016 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** ... Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] ***, submitted on September 26, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms. ***’s complaint, she expressed dissatisfaction with the level of customer service that she received while attempting to address cancellation of her services. She further states that she received a September statement and disputes the $200 End of Lease equipment charge for line ending in ***. Ms. [redacted] is requesting that we address her customer service concerns, as well as, refund the charge. We apologize for any misunderstanding that may have occurred regarding the billing. We spoke with Ms. [redacted] on September 28, October 5, 7, 11, 12 and 17, 2016, regarding her dispute. In an effort to address these matters, our office partnered with store management in her area. As a means to provide an amicable resolution and to bring closure to this concern, the End of Lease equipment charge for line ending in [redacted] was credited to the account resulting in a credit balance of $-213.75. We attempted to reach Ms. [redacted] on October 19, 2016 via phone and email to follow-up but was unsuccessful. However, if Ms. [redacted] would like to discuss this matter further, we invite her to contact our office at his earliest opportunity.We appreciate Ms. [redacted] for taking the time to provide us with details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes.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 8:00 a.m. and 5:00 p.m., Central Time. Sincerely, LaToya [redacted] Executive Services Analyst

Hi, I have received a resolve from this issue! Thank you for your timely response! 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 acknowledge that this issue has been resolved, however Sprint's statement that the account monthly amount was not properly sent up to receive a $monthly discount for doing auto pay was not part of the conditions we signed on for and we informed the vendor that we would be happy to sign up after the account was established Our monthly bill was substantially higher than quoted in our verbal agreement, so Sprint's claim that they were gracious in crediting our account was actually credits to the account on money that we did not owe Our bill was paid on time each month in the amount that was quoted and agreed to Sprint has actually made very little effort to resolve this matter, it has been handled nearly completely by the vendor, Wireless Lifestyle, Inctrying to work with Sprint as their representativeThey have done a everything they could to work with Sprint and keep our business but Sprint was unable to perform on promises made Their reference to credits and no billing discrepancies is not accurate in that they were applying credits to monies that we did not owe according to our quote of the monthly bill and there was indeed a billing discrepancy, they were billing us almost twice the agreed amount Sprint was unable to fulfill any of the sales promises made to us, created a very stressful situation dealing with them for four months, harassment with threats of collection on the agreement they made to pay off our then existing phone balances and disconnecting our service with Sprint twice The entire issue has been created due to the fact that Sprint could or would not perform on the agreements they made with us and have attempted to place the issue as our error and misunderstanding We do accept that the issue is completed, but will not acknowledge that Sprint ever acted in good faith to resolve the issue with the agreements made I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is final Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:Over the past year I have been having disputes with Sprint regarding overcharging for monthly service and upgrading my phone. I informed staff on numerous occassions that my intent was not to over pay for a new phone as I have been a loyal customer since 1999 and have never paid over 300 for a new phone. When I looked to upgrade my phone earlier this year Sprint offered a loyalty discount for long standing customers like myself which brought the monthly installment plan for a lease down to around 18 a month and to purchase 24 a month. Well because my monthly bill at the time was over 92 due to all the excessive fees I worked with an associate who stated I could lower my bill by changing to the Freedom plan for 60 a month and if I signed up for autopay it would take the bill down to 55 I complained about that because new customers got the same plan for 55 dollars and 50 with autopay but I agreed to change it so I could afford an upgraded phone and keep my total cost underTranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:Instead of changing my plan back to get the loyalty discount Sprint could have kept me under the freedom plan for 55 a month and gave me the discount that they are giving to new customers or new line of service where my installment cost is around 18 for the lease or 24 to purchase. Now they put my plan back taking away my federal 15 discount and loyalty discount making Sprint service even more useless than before. I continue to have issues with sending and receiving all text and calls Regards, [redacted]

November 23, 2016 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] , [redacted] Sprint Account... xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] , which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customer’s concerns to our attention. According to the information provided, Mr. [redacted] states that he switched to Sprint in June 2016 and at that time, he states that he was informed by our retail representative that Sprint service in his area was great. Mr. [redacted] further states that he is not satisfied with our service because he cannot make calls at or near his home, and he receives the messages stating that no network is available on his device. Mr. [redacted] states that he was offered an Airave device to boost his indoor signal, but he has not received the device. As a result, Mr. [redacted] is requesting to cancel his service without cancelation fees due to the inability to use our network. We regret the difficulty that Mr. [redacted] experienced while attempting to use his device. Based on a review of our records, Mr. [redacted] is within Sprint coverage, and there are four cell sites within a 0.9 to 2.6 mile radius of his home address with no network alerts or alarms reported. We communicated with Mr. [redacted] regarding his network concerns, and during our discussion, he stated that he recently received the Airave device; however, he has not had the opportunity to activate the device. Therefore, he agreed to activate the Airave to determine if the equipment will assist with his coverage concerns. Furthermore, he agreed to visit one of our retail stores for diagnostic testing of his device to ensure that the difficulty he is experience is not device related. Mr. [redacted] indicated that if neither of the above-referenced options worked, he may consider canceling the service. We attempted to follow up with Mr. [redacted] regarding this matter today, but we were not able to reach him; therefore, at his convenience, should he still require assistance, he can contact me by calling the toll-free number in the following paragraph. We regret any inconvenience that Mr. [redacted] may have experienced while attempting to resolve his network concerns. Should there be any additional questions or concerns with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Bridgette F.Executive Services Analyst

July 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on July 11, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with being notified of an outstanding balance, after the above referenced account was to be included in a bankruptcy filingMs [redacted] requested that Sprint review this matter, and provide her with a full waiver of the balance Ms [redacted] has mentioned in her filing that in August of she filed for bankruptcy and her Sprint account was included in this filingAfter further research we have confirmed that Ms [redacted] did file for bankruptcy on March 18, 2011, thus the balance on the account incurred after her filing bankruptcy and was not included in that filing Ms [redacted] spoke with a representative of Sprint’s bankruptcy department on July 14, with regard to her concernsAt that time, although we confirmed that the balance is validIn an effort to provide an amicable resolution and provide closure for this matter, we we offered and Ms [redacted] accepted an account credit to offset the balance of $ We reached out to Ms [redacted] on July 14, to relay the aforementioned informationMs [redacted] confirmed that she was satisfied by the resolution provided and had no further concernsWe regret any inconvenience that this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

December 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] 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 According to the information provided, Ms [redacted] stated that she returned a device to Sprint after being mailed a return kit, but was billed for the returned deviceShe is requesting a credit for the returned device After a review of Ms [redacted] ’s account and device tracking information, we verified that Ms [redacted] did return the device per the program requirementsBased on this, we have provided a one-time credit of $to Ms [redacted] ’s account to offset the billed device chargeHer account is now closed with a zero balanceShe verified satisfaction with the resolutionWe regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, John CExecutive Services Analyst

March 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX4569, [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, Mr [redacted] states he is unable to receive incoming calls using his Sprint Phone Connect As a result, Mr [redacted] is requesting a credit for the associated monthly service charge We attempted to contact Mr [redacted] on February 28, March 8, 12, and 14, 2018, to discuss his concerns Regrettably, we were unsuccessful in our contact attempts Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN or security information is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account After a thorough investigation, we found that Mr [redacted] contacted our customer service group on March 28, 2017, and requested to block incoming calls Our records further indicated that the incoming call restriction was removed on February 28, Additionally, we find that the monthly service charges are valid and respectfully decline Mr***’s request for an adjustment We appreciate Mr [redacted] taking time to provide details of his experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review Sprint regrets any frustration Mr [redacted] may have experienced while attempting to resolve this issue If Mr [redacted] considers this matter to be unresolved, he can contact the Executive & Regulatory Services department toll free at 1-844-282-ext*** I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Jaclyn KExecutive 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 I was very happy with the service provided by Beatrice R Regards, [redacted] ***

May 30, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, *** [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s complaint, she states that she purchased an iPhone and a Samsung Galaxy Sin January She states that she went into her local store and exchanged the Sfor the SEdge; however she is still being billed for the SThe receipt she received at the time she exchanged the device indicated return of the wrong equipmentFurthermore, she states that line ending in [redacted] was upgraded without her authorizationMs [redacted] is requesting that the retail store confirm that the Samsung Galaxy Swas returned to the warehouse and the charges associated with the device to be removed and a credit in the amount of $for billed Monthly Recurring Charges (MRC) from February 2017, March 2017, April 2017, and May billing statements We spoke with Ms [redacted] on May and 22, 2017, regarding her concernsOur office partnered with store management for further investigationBased on our findings, we confirmed that the Samsung Galaxy Swas returned on line ending in [redacted] and the 24-month Installment Billing was cancelled along with the line itself effective May 22, There was a credit applied to account XXXXX [redacted] in the amount of $for the billed installments and a credit in the amount of $for the billed Monthly Recurring Charges (MRC) on line ending in *** The credits applied totaled $The current balance on the account in question is $Ms [redacted] expressed satisfaction with the actions takenWe 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 Analyst

May 30, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case Complaint of [redacted] Sprint Case Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] , regarding Sprint account XXXXX We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to understand the lease agreement terms for her two phonesShe stated that she was advised all lease payments made after the first months would be applied to the end-of-lease charges required to own her devices She states that she was later told that the $and $were month-to-month charges and she would still need to pay the end of lease charges to own her devicesMs [redacted] requested to be refunded $she paid for capital cost reductions and month-to-month lease charges on her devicesWe appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that 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, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease.We regret any miscommunication that may have occurred regarding the leasing information for Ms [redacted] ’s two devicesWe did advise that all charges on the account are correctWe explained to Ms [redacted] that she had two leases, one for months and one for monthsAfter the leases ended Ms [redacted] had the option to turn her devices in and take out new leases, pay month to month, or pay the end of lease priceHowever, due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we have removed the end of lease charges, due to the additional months of leasing payments Ms [redacted] has madeWe are pleased that we were able to resolve these concerns to Ms [redacted] ’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, [redacted] A.Executive Services Analyst

September 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Michelle [redacted] Account XXXXX***, Patrick [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Michelle [redacted] filed on behalf of the account holder, Patrick [redacted] We appreciate your forwarding our customers’ concerns to our attention In the inquiry, Ms [redacted] indicated the account had four lines of service, and she called on June 9, 2017, to cancel the service She further stated that she returned the two leased devices, but she continued to be billed for service As a result, she is requesting we review the matter We received permission from Patrick [redacted] to discuss the issues in the complaint with Michelle [redacted] We spoke with Ms [redacted] on September 13, We reviewed the account and confirmed three lines of service with phone numbers ending ***, [redacted] and [redacted] ported out on June 11, Furthermore, phone number ending [redacted] was for a tablet device and did not port out As a result, this line of service remained active and was assessed the service plan cost Also, the billing cycle ends on the 9th of each month and because the phone numbers ported out on June 11, 2017, they were assessed another month of service Our records reflect that the tablet line of service was canceled on July 28, During our conversation with Ms [redacted] , the account had a balance due of $ The balance includes the proration for the two days of service on the phone lines, the tablet service plan and late fees To resolve the matter, we issued a credit of $to the account as the tablet had zero usage With this credit, the account reflects a zero balance We advised a new invoice will generate after October 9, 2017, showing the credits applied and the updated balance We regret any inconvenience Mrand Ms [redacted] may have experienced as a result of this matter If they need further assistance with this concern, they 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, Ann HExecutive Services Analyst

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] submitted on December 9, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’s concern According to the information provided, Ms [redacted] stated that she was informed by our Telesales group that she would be able to upgrade her device for $However, when she attempted to upgrade her device the quoted amount increasedMs [redacted] further expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matter Ms [redacted] requested that Sprint review this matter and honor the quoted amount Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that Ms [redacted] contacted our Customer Care group on December 4, 2016, and inquired about the cost to complete an upgrade In response to her inquiry, Sprint informed Ms [redacted] that should be required to pay $for the upgrade; however, she was not informed of the applicable taxes Upon further review, we have confirmed that Ms [redacted] completed an upgrade on December 17, 2016, associated with phone number ending in ***, and remitted a payment of $plus applicable taxes We spoke with Ms [redacted] on December 19, 2016, to confirm if her issue was addressed and resolved Ms [redacted] expressed her satisfaction with the resolution for this matterWe 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] ’s feedback and will utilize this input to improve our training and processes We apologize for any inconvenience Ms [redacted] may have experienced regarding this matterIf we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted]

P.OBox Irving, TX April 3, 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 [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to honor the terms of a device upgrade promotion that she received and accepted in November 2016, in which we invited her to upgrade her device to a newer model and receive reimbursement for the unpaid balance due for her previous equipment Ms [redacted] requested that we provide the promotional reimbursement offered to her and a complete explanation of that reimbursement amount We regret any misunderstanding that may have occurred regarding the terms of the referenced equipment upgrade offerThat promotion offered customers the opportunity to (briefly describe the promotion) We confirmed that Ms [redacted] upgraded the device for her referenced line of service on December 21, 2016, to a new iPhone device for which she paid full retail price with no associated lease or installment billing purchase agreementBecause she took that action prior to the satisfaction of the lease agreement associated with her previous device, our billing system still generated a request that she return her leased iPhone device to us to prevent any lease cancellation charges However, we have no record of any additional credits promised, other than those lease cancellation charges During our March 24, 2017, conversation with Ms [redacted] , we explained the information detailed above We also gave her the option of either returning her current iPhone device for a full refund and exchanging it for a new iPhone device pursuant to the referenced upgrade promotional terms or accepting a one-time equipment buyback credit of approximately $to be applied to her account in lieu of the promotional upgrade benefit Unfortunately, Ms [redacted] declined our offers and requested the cancelation of her Sprint services We advised Ms [redacted] that, if she does so prior to the satisfaction of the term agreement associated with her tablet line of service, we will assess Early Termination Fees for that line of serviceWe confirmed with her that the charge would be valid However, as a demonstration of our commitment to excellence, we offered to apply a one-time courtesy credit of $to her account in lieu of the offers noted above Ms [redacted] accepted our offer and decided to keep her services active We applied the credit as agreed leaving her account with an adjusted balance of - $ We appreciate Ms [redacted] ’s taking time to provide details of her experience with our sales and 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 have forwarded this information to the appropriate management for review We regret any inconvenience Ms [redacted] may have experienced as a result of her reported concerns If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, [redacted] SExecutive Services Analyst

September 7, 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] regarding account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received when she called Customer Care to inquire about available offers to reduce her monthly costShe stated that she was told by a Sprint representative about the Unlimited Freedom plan, and that she was told her National Volume Pricing discount would apply to the planWhen she called back to confirm this information, she was informed her discount would reduce the cost of the plan by five dollars, and she informed the Sprint representative to leave her plan as it was Ms [redacted] called again later to make sure her plan was not changed and she spoke with ***, whom she said was very unprofessional and had a nonchalant attitude She said [redacted] showed no empathy and refused to escalate when Ms [redacted] requested to speak with someone above herMs [redacted] requested we pull the call to confirm her experience We appreciate Ms [redacted] taking time to provide details of her experience with our Sprint Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We are pleased to inform you that we spoke with Ms [redacted] and her reported issues were fully resolved to her satisfaction We were able to review the call she discussed and forwarded it to the appropriate management staff for review Additionally, we verified that her service plan is configured correctly 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 through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Shola AExecutive Services Analyst