Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:they cannot close my account It is against the law I really need services Regards, [redacted]

July 19, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that she made arrangements to extend her payment due date until July 14, 2016; however, she indicates that her service was interrupted on July 7, Furthermore, she notes that she requested to escalate her concerns and indicates that she was denied that opportunity As a result, she is dissatisfied with the level of customer service she has received and is requesting assistance with her payment arrangement concerns We attempted to contact Ms [redacted] via phone and email on July 15, 16, and 18, 2016, but we have been unable to reach her We also mailed correspondence to her home address alerting her of our need to speak with her regarding her account concerns Unfortunately, we have not received a response to the aforementioned contact attempts Based on the information noted in the complaint, we reviewed our account records and determined that Ms [redacted] spoke with one of our Customer Care supervisors on July 7, 2016, who applied a one-time credit to her account and restored her services As such, her concerns appear to have been resolved We appreciate Ms***’s taking the time to provide us with the details of her recent experience and assure her that our Customer Care department is fully trained and capable to handle even the most complex customer service and billing issues However, we have an established escalation process for those customers who need additional assistance or have concerns that cannot be resolved by our representatives We regret that her concerns were not initially escalated, as requested, and will ensure that the appropriate feedback is provided Feedback such as Ms***’s is invaluable and serves as the basis for improvement of our training and processes We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve her account concerns In the event that she needs additional assistance, I can be reached 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, Nicole [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: Sprint handled this complaint very well John exhibited exemplary customer service as he quickly and efficiently solved my problem If only Sprint's initial customer service had been performed so excellently Regards, [redacted] ***

May 22, We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once againIn her rebuttal, Ms [redacted] acknowledged our updating her Sprint account to allow her to remit online payments but reiterated her dissatisfaction with our not having access to the certified letter she mailed to Sprint in February Further, Ms [redacted] expressed dissatisfaction with our advising that she would be responsible for Early Termination Fees if she canceled her services prior to the satisfaction of her current term agreements We regret the circumstances that led to Ms [redacted] ’s desire to terminate her services with us, as well as any possible misunderstanding that may have occurred related to her certified letter and term agreements As we explained during our April 25, 2017, discussion with her, any correspondence we receive goes to our mail center and is distributed to the appropriate departments However, we have no record of receiving her certified letter We apologize for the length to time taken to resolve Ms [redacted] ’s payment issues and for any delay in reviewing her referenced issues During that conversation, we also advised that, if Ms [redacted] canceled her Sprint services prior to the satisfaction of her current device financing agreements, she would be billed for the associated termination fees, pursuant to the terms of her signed agreements We explained that, if she opts to terminate her services prior to the satisfaction of her accepted financing agreements, she could return her leased devices to our possession, in good working order, and that, once her devices were received in our warehouse, we would provide credit to her account to offset the Device Purchase Option portion of those charges but that she would remain responsible for the lease cancellation charges We then informed her that she would also be responsible for the accelerated pay-off balance for the device she purchased on an installment billing purchase agreement On May 16, 2017, we followed up with Ms [redacted] and again discussed the information above She continued to reiterate her dissatisfaction with our processes and response She then requested that we provide the Devices Purchase Option amounts for her devices and her remaining lease balances, which we did We also provided the remaining unpaid amount of her device installment billing agreement We regret any inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with these concerns, 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 Sincerely, [redacted] SExecutive Services Analyst

November 4, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on October 10, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with her account being ineligible to establish a payment arrangement and the level of customer service she received from Sprint, while attempting to address this matterMs [redacted] further expressed her dissatisfaction with the Account Spending Limit (ASL) fee being assessed to her accountAs a result, Ms [redacted] requested that Sprint review these matters, and allow her the ability to cancel the service related to the Sprint Phone Connect device without further cost to her Sprint has thoroughly reviewed Ms [redacted] ’s complaintPlease note that as stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honored According to our records, Ms [redacted] contacted our Executive Services department on October 6, 2016, and requested to modify her payment arrangementIn response to her request, she was advised that the past due balance reflected on her account would need to be satisfied prior to establishing a new payment arrangementPlease note that Ms [redacted] remitted a payment to her account, which satisfied the past due account balanceAs such, a new payment arrangement was established, which was scheduled for processing and received on October 20, Furthermore, Ms [redacted] ’s account was activated with a spending limit based on the results of the credit evaluation performed when he established service with usOur system will electronically monitor and may interrupt his service when the account balance is not paid timelyA courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reachedIf 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 paymentOnce 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 chargesThese 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 receivedIf 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 programsCustomers 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 their address on recordIf recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Ms [redacted] the ability to return the Sprint Phone Connect device associated with phone number ending in [redacted] in exchange for the waiver of the Early Termination FeeTo facilitate the return of the above device we will mail Ms [redacted] a return kit to the address on fileWe attempted to contact Ms [redacted] via phone and e-mail on October 11, 13, and 20, of 2016, to relay the aforementioned information and resolution to herUnfortunately, we have not received a return call from Ms [redacted] Should Ms [redacted] wishes to accept our proposed offer, we urge her to contact the undersigned directly at the phone number noted below within days from the date of this letter Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN 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 accountTherefore, we ask that Ms [redacted] to contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concernsWe regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her account concerns We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her account concernsIf we can be of further assistance with 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 9:a.mand p.m., Eastern Time Sincerely, /s/ [redacted] Executive & Regulatory Services

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced, subsequent inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she received two emails and she indicated that one of the subscribers on her account has had her number for years and she wants to save her number We regret any possible misunderstanding that may have occurred regarding this matter We emailed Ms [redacted] on May 12, 24, and 25, 2017, and we mailed correspondence to the address on file, and attempted to reach her by calling the number ending in ***, which is the number provided in the inquiry where we left a voicemail She indicated that she had sent an email; however, we have no record of an email from Ms [redacted] We suggested that she check her email to determine if the email she sent was returned As a result of the subsequent inquiry, we emailed Ms [redacted] on May 31, June 1, and 4, 2017, and we requested an alternate number to call; however, we have not received an alternate phone number We have temporarily restored service at the above-referenced number based on her subsequent inquiry in an effort for us to reach us Should there be any additional questions or concerns, Ms [redacted] can contact us 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, Bridgette FExecutive Services Analyst

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 inquiry of Ms [redacted] Sprint received this inquiry on April 4, We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry and during our discussion with Ms [redacted] , she is disputing the overage charges assessed on her August billing statement Ms [redacted] is seeking a refund for the overage, which she believes was billed incorrectly to her account We spoke with Ms [redacted] regarding her account billing concerns During our discussion, we advised her that we confirmed that the calls reflected on her August invoice billed correctly The calls in questioned appear to have been direct dialed calls Ms [redacted] exceeded the calling plan anytime minutes allotted in her Sprint Basic Anytime Minute calling plan and used an additional anytime minutes As a result, the account was correctly assessed $in overage charges Ms [redacted] stated that she does not believe she exceed her daytime minutes and requested that we refund her for the overage charges In an effort to fully address, we offered to research this matter and requested that Ms [redacted] point out the calls that she believes she did not makeShe accepted and agreed to contact our office directly once she reviews her invoice in detail On May 3, 2016, Ms [redacted] followwith our office and stated she identified a call to an operator for minutes on July 31, 2016, that she states she did not make She further stated during her time with Sprint, she did not exceed her minutes or used an operator to place a callAs a result, Ms [redacted] believes she was incorrectly charged for overage; however, she will accept a refund for the one call placed on July 31, 2016, for $ We advised Ms [redacted] that we will review her request and follwith her After reviewing the disputed call in detail, we were unable to confirm a call origination or termination error However, because there are no operator calls reflected on the account in the past year prior to his one, in an effort to bring closure to this matter, we applied a credit of $to her account for the charge for the call placed on July 31, The credit includes applicable taxes and surcharges We subsequently processed a refund on May 4, 2016, in that amount We attempted to follwith Ms [redacted] on May and 5, 2016; however we were unsuccessful Please be advised that Ms [redacted] will receive a refund check within seven to ten business days for $Sprint regrets any inconvenience that this matter has caused Ms [redacted] If I can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

His offer is rejected, as it took phone calls and complaints to find out what Sprint did to my accountEven such, his answer was not sufficient enough for me to accept a month creditI am pursuing a complaint ahainst the FCC, as this, by his own words should not have occuredI will accept a month credit of $54.60, because it actions and more for Sprint to still be untruthful about the actions that occured on my accountThere was definitely a communication snd privacy violation on behalf of Sprint Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

June 28, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 21, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to Ms. [redacted] ’s follow-up filing, she expressed her dissatisfaction with our prior response. Specifically, stating that we have not applied a credit to her account as part of our prior resolution. In addition, Ms. [redacted] has recently expressed her dissatisfaction with being assessed monthly recurring charges for four lines of service. Ms. [redacted] has indicated that upon establishing service with Sprint, she activated three lines of service. Ms. [redacted] insists that she was unable to port-in phone line ending in [redacted] from her previous wireless service provider due to an error made by Sprint. Furthermore, she stated that she had an unfavorable customer service experience while attempting to resolve these matters. As a result, Ms. [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly. Sprint has reviewed Ms. [redacted] ’s complaint. As stated in our prior response, according to our records, Ms. [redacted] established service with Sprint on December 18, 2016. At that time, she activated phone lines ending in ***, [redacted] and ***, with the purchase of two Samsung Galaxy S7 devices and one iPhone SE device via Sprint’s Monthly Installment program during Sprint’s Buy-One-Get-One (BOGO) offer. In addition, our records indicate on December 18, 2016, she activated phone line ending in [redacted] and purchased an iPhone 7 Plus device via Sprint’s Leasing program. Upon activation of service, Ms. [redacted] was provided with a clear disclosure of her monthly recurring charges as well as equipment purchases, and all other applicable fees and charges. Furthermore, we were able to locate signed copies of Ms. [redacted] ’s electronic service agreement and Installment Billing and Lease Agreements which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of Ms. [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current plan. To further investigate Ms. [redacted] ’s account concerns, we engaged our Retail Store’s Management team for further assistance. As a result of the investigation, we have confirmed that a member of our Retail Stores Management team attempted to contact Ms. [redacted] to further discuss and resolve her account concerns, without success. However, we confirmed that a sales credit of $173.78 was applied to her account on March 25, 2017, by the local Sprint Retail Store to offset the promotional credits that did not appear on the January, February and March 2017 billing statements. Please note this credit is reflected on the April 2017 billing statement. In addition, we confirmed that she is currently receiving the aforementioned BOGO promotional offers for one Samsung Galaxy S7 device and for the iPhone SE device as reflected on her monthly billing statements. Based on Ms. [redacted] ’s selections outlined above, her monthly rate totals $275.77 per month, which includes monthly recurring charges, Total Equipment Protection (TEP) plan per line, monthly lease and installment billing charges, promotional discounts, excluding taxes, fees and Surcharges. As such, we are unable to identify any billing errors. With regard to Ms. [redacted] ’s porting concerns associated with phone line ending in ***, our records indicate that there was no request to port-in the aforementioned phone line to Sprint in December 2016. We determined that Ms. [redacted] requested to have the aforementioned phone line ported into Sprint on April 2, 2017. However, the port was unsuccessful due to aforementioned phone line no longer being active with the previous wireless service provider. As a result, no errors were identified on Sprint’s part. We spoke with Ms. [redacted] on June 26, 2017, to discuss her account concerns in detail and reiterated the aforementioned information. During our discussion, we advised her that Sprint must respectfully deny her request for additional adjustments. Ms. [redacted] confirmed that she has reviewed her April 2017 billing statement and noted the reflected credit of $173.78, was applied to her account on March 25, 2017 to offset the promotional credits that did not appear on her January, February and March 2017 billing statements. However, she expressed her dissatisfaction with our findings pertaining to her porting-in a line of service and insists that since Sprint was unable to port-in her phone number ending in ***, that she should not be charged for the active line of service corresponding with phone number ending in ***, which was established with the intent to be reserved for that line once successfully ported-in. We advised Ms. [redacted] that her phone number ending in [redacted] is reflected on her signed electronic service agreement from when services were established in December of 2016. Furthermore, our records indicate that there was no request to port-in phone line ending in [redacted] to Sprint until April 2, 2017. During our discussion with Ms. [redacted] , we determined if she elected to cancel service on phone line ending in ***, the BOGO promotional offer will no longer award on her account. Please be advised that the promotional monthly service credits will no longer award if a customer upgrades after 12 payments, the Lease and/or Monthly Installment Agreements are terminated early or paid before the term ends, if a device is returned. Per the terms and guidelines of the BOGO promotion all agreements must remain active until their respective satisfaction date. Accordingly, Sprint sustains that no further adjustments are warranted for this matter. Although Ms. [redacted] may disagree with our findings, we are confident that her concerns have been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response. We regret any inconvenience 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 ###-###-#### ext. ***. I am available Monday through Friday between 8 a.m. and 5 p.m., Central Time. Sincerely, David H. Executive Services Analyst

July 15, 2016 To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr. [redacted] , on behalf of the account holder, Ms. [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 after he ported his phone number from [redacted] to Sprint to receive a buy one get one free promotion on the phones. He states he is dissatisfied because he was informed that they would have to pay a $370 down payment. He further advises that they are not receiving the credits for this promotion. They are also disputing the Account Spending Limit and the associated $7.99 spending limit fee. Therefore, Mr. [redacted] is requesting that these matters be reviewed. Our records reflect that a portion of the down payment was offset by the turning in of a phone at the point of sale. Additionally, the down payment is determined by the credit evaluation and the price of the equipment. As a result, we respectfully Mr. [redacted] ’s request to alter this requirement. As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. We utilize the services of an outside vendor to conduct the credit verification process. Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined. The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential. As a result, we are unable to disclose that information. With a spending limit, our system will electronically monitor and may interrupt her service when the account balance is not paid timely. A courtesy text message will be sent to the primary phone on the account when 80 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. Effective March 1, 2014, a $7.99 fee per account will be assessed to new and existing Spending Limit accounts. Prior notification of the $7.99 Spending Limit Program Charge was sent to our customers in February 2014 via invoice message. Sprint will waive the $7.99 Spending Limit Program Charge for affected customers who enroll eBill and our recurring automatic payment program. Customers can enroll in eBill and setup recurring automatic payment via www.sprint.com/myaccount by logging on to their My Sprint account, or by contacting our Customer Care department by dialing *2 from their device to request that a recurring automatic payment enrollment form be sent to their address on record. Ms. Bokyin’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us. This information is displayed on the documentation from the point of sale. As a result, we determined that the $7.99 fee is valid. We regret any possible misunderstanding. In an effort to amicably resolve this matter, we applied one-time credits totaling $120. No additional credits will be applied for this matter. We confirmed that the promotional credits to offset the cost of one phone will award within two bill cycles; therefore, it did not appear on the first invoice. We also applied a $100 credit to Ms. [redacted] ’s account to award the two-$50 port-in promotional credits. We appreciate Mr. [redacted] taking time to provide details of his experience with our 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. In appreciation of the [redacted] ’s commitment to continue their Sprint service, we applied an additional $50 loyalty credit to the account. Mr. [redacted] worked with the store manager to bring resolution to the issues he presented in his inquiry, and advised that his concerns have been resolved. If the [redacted] s need further assistance regarding these matters, they can reach me toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time. Sincerely, [redacted] *. Executive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas 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 April 24, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to address her bill and chargesShe states that when she started service with Sprint she was quoted a monthly bill of $before taxShe states that her Monthly Recurring Charges (MRC) have not reflected that amount and is requesting to cancel her services with waiver of all fees We spoke with Ms [redacted] on May 5, 2017, regarding her billing concernsShe advised that this matter has been resolvedWe have reviewed the account in question and confirmed that on February 5, 2017, all lines were placed on the [redacted] Simple Choice 6GB 50% Off plan with promotional pricing offered until May 31, Furthermore, she received a total credit in the amount of $on February 5, As a result of this action, this matter has been fully addressed and resolvedWe 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 processesWe 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 Time Sincerely, LaToya [redacted] Executive Services Analyst

[redacted] 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] on behalf of [redacted] Sprint Account xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint from Ms [redacted] on behalf of [redacted] , submitted on March 30, We apologize for any inconvenience that Ms [redacted] and Mr [redacted] experienced as a result of this matter and appreciate your assistance in bringing our customers' concern to our attentionAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the experiencing performance issues with two devices associated with the referenced Sprint account Ms [redacted] stated that the devices frequently overheats, which requires her to purchase new batteries due to battery failureMs [redacted] requested that Sprint review this matter and provide her with the option to choose different devicesSprint has reviewed Ms [redacted] 's complaintAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyMs [redacted] subscribes to Sprint Total Equipment Protection (TEP) on phone lines ending in [redacted] and ***Therefore, if the problems with Ms [redacted] devices are covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her devices will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month periodIf the problem with Ms [redacted] ’s devices are covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tepAccording to our records, on December 17, 2015, Ms [redacted] visited our Authorized Service and Repair Center due to experiencing issues with her devices At that time, our retail store technician deemed the devices defective on phone lines ending [redacted] and *** As such, two replacement devices were ordered and on December 25, 2015, Ms [redacted] received and activated the replacement devicesWe spoke with Ms [redacted] on [redacted] 5, 2016, and discussed her device concerns Ms [redacted] confirmed that she continues to experience the same issuesAs such, on [redacted] 7, 2016, we agreed to reset her handset upgrade eligibility on phone lines ending in [redacted] and ***, which would allow her to purchases new devices via Sprint’s Monthly Installment or Lease Agreement optionsMs [redacted] was satisfied with our resolutionWe apologize for any inconvenience this matter may have caused Ms [redacted] 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 TimeSincerely, [redacted] Executive Services Analyst

May 2, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , *** [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 19, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided in the inquiry, Ms [redacted] expressed her dissatisfaction with her device associated with phone line ending in [redacted] malfunctioning as well as her inability to receive a replacement deviceMs [redacted] requested that Sprint review this matter, provide her with a replacement device and apply a courtesy credit to her Sprint account accordingly Sprint has reviewed Ms [redacted] ’s complaintSprint’s Terms and Conditions of Services do not require the provision of a temporary replacement device while the customers’ primary device is actively engaged under care for service, repairs, maintenance and/or diagnostic testingPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We spoke with Ms [redacted] on April 20, 2017, to address her equipment concerns At that time, we advised MsLockett that since she does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Please note that Sprint does not provide loaner devices However, Sprint has applied a $courtesy credit to Ms [redacted] ’s account for this matter Ms [redacted] expressed her understanding with information and resolution provided to her We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she may contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

August 25, Revdex.com Ward Parkway, Suite Kansas 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 filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s inquiry, she changed her service plan and added another line of service on July 12, taking advantage of a Buy One Get One (BOGO) promotion; however, her subsequent bill was higher than expected She is disappointed with the manner in which the BOGO promotional credit awards, as well as with the level of customer service she received while attempting to address her concerns We had the p [redacted] of speaking with Ms [redacted] regarding her billing and service concerns on August 22, 2016, and reviewed her billing in detail We explained that the BOGO promotional credit will award mid-month, immediately reducing her balance at that time The first $BOGO adjustment awarded on July 12, had an immediate balance impact, and is reflected on page one of her August bill In addition, we explained that her August bill was higher than due to the $Activation Fee assessed when she activated the second line of service Ms [redacted] confirmed her understanding of our billing practice, and as a courtesy, we applied a $account credit, which represents half of the Activation Fee plus taxes We appreciate Ms [redacted] for taking the time to provide us with the details of her experience and assure her that delivering exceptional customer service at every level remains our priority Customer feedback is invaluable and consistently used as we re-evaluate our processes and training curriculum We regret any inconvenience Ms [redacted] may have experienced as a result of this matter and appreciate her continued patronage If she needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Analyst

September 29, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Ankit [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information in his complaint, Mr [redacted] stated that he is not receiving the Exclusive Web Offer to Bring Your Own Device (BYOD) and get Free Unlimited Service for One Year promotion According to Mr [redacted] , he signed up for the BYOD offer upon activation of his Sprint account in July Mr [redacted] is requesting that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint Based on our records, in July 2017, Mr [redacted] took advantage of Sprint’s offer to Bring Your Own Device and get Unlimited Service for One Year To take advantage of this new customer offer, customers must purchase a Sprint SIM card via Sprint.com for $2.99, pay $for overnight shipping, and enroll in Sprint e-Bill and Autopay service In addition, there is a $monthly recurring charge However, a monthly $discount is applied for the Autopay enrollment The customer is responsible for taxes, fees and surcharges that are associated with the account Our records reflect that due to an inadvertent error, the above-referenced BYOD offer was not provisioned correctly to phone number ending in [redacted] on Mr [redacted] ’s account We spoke with Mr [redacted] on September 25, Mr [redacted] confirmed that he did receive a refund for the charges that were assessed to his credit card on file In addition, Mr [redacted] ’s plan has been updated to reflect the BYOD promotional offer We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Service Analyst

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: 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 her inquiry, Ms [redacted] disputed equipment charges assessed to her account for an Apple iPhone Plus device that she never had in her possession but that our representatives have declined to remove from her bill She requested that we remove the charge from her account We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing Our records reflect that Ms [redacted] ordered the referenced Apple iPhone Plus device as an upgrade to her existing equipment on January 7, That action systematically canceled the lease agreement for her existing Apple iPhone 6S Plus device, leading to our accelerating the lease pay-off balance totaling $for that equipment and assessing that charge to her account pending the return of the device to Sprint Our records further reflect that Ms [redacted] opted not to accept her upgraded device due to additional charges that would be assessed as a result of her existing device having physical damage Unfortunately, her account was inadvertently not updated properly to reflect that change, and the disputed charges remained on her account We spoke with Ms [redacted] on April 6, 2017, and confirmed the information above We also assured her that, on February 3, 2017, the lease agreement associated with the Apple iPhone Plus device was canceled, resulting in the disputed charges We then agreed to contact the management of the retail location where her equipment transaction occurred to arrange for appropriate account credits to be applied to resolve this concern and to follow up with her promptly Unfortunately, our attempts to follow up with Ms [redacted] via telephone and e-mail were unsuccessful However, we left detailed voicemail message for her advising that we applied credits totaling $to her Sprint account to offset the disputed equipment charges in full As such, although we were unable to confirm her satisfaction with our actions, we believe that we have fully addressed her reported concerns We appreciate Ms***’s providing details related to her experiences with our Customer Care and retail representatives We are continually striving to improve the level of service we provide Please be assured that we value customer feedback and that we have forwarded this information to the appropriate managerial teams for additional review We regret any inconvenience these matters may have caused the Ms***If we can be of further assistance related to these concerns, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Liz [redacted] Sprint Account XXXXX2394, Elizabeth [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Liz [redacted] on behalf of the account holder, Elizabeth [redacted] submitted on October 11, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the Switch to Sprint promotional offer, after they established services with SprintMs [redacted] requested that Sprint review this matter, and provide them with Visa Prepaid Cards in the total amount of $1, 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 Sprint has reviewed Ms***’s complaintAs stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider After completing our review of Ms***’s complaint in tandem with Sprint’s records, we have confirmed that the above referenced account is not eligible due to not meeting the qualifying criteriaSpecifically, qualified participants in the Switch to Sprint promotional offer were required to register for the Contract Buyout through online registration of their final invoice from their previous provider We spoke with Ms [redacted] on behalf of October 18, 2017, to discuss their concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms [redacted] that we regret any misunderstanding regarding Sprint’s promotional offersIn order to provide an amicable resolution and closure to this matter Sprint agreed to make an exception to the expiration period related to registration for the Switch to Sprint promotion if Ms [redacted] would provide a copy of the itemized invoice from her previous provider showing the Early Termination Fees or device accelerated Installment cancellation charges for the applicable phone numbers ending in ***, ***, and ***However, Ms [redacted] advised us that she previously had a very difficult time with retrieving the requested information from her previous wireless service provider and that it would be potentially impossible to obtain them againWe advised that in order to proceed with respect to any possible exception in honoring the Switch to Sprint promotion we would require the itemized invoice from her previous provider showing the Early Termination Fees or device accelerated Installment cancellation charges for the applicable phone numbers ending in ***, ***, and *** Our call on October 18, with Ms [redacted] was terminated and we have been unable to reach her directly since and have made contact attempts via phone and email on October 19, and October 23, with no successShould Ms [redacted] wish to accept our offer for an exception to the expiration period related to registration for the Switch to Sprint promotion, we urge her to contact the undersigned below in order to provide a copy of the itemized invoice from her previous provider indicating the Early Termination Fees or device accelerated Installment cancellation charges for the applicable phone numbers ending in ***, ***, and [redacted] within days of the date of this response We regret any inconvenience this matter may have caused Liz and Elizabeth ***If we can be of further assistance, Liz or Elizabeth can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] requested clarification regarding Sprint’s unlocking policies regarding an iPhone device he purchased and used on the Sprint network Mr [redacted] has indicated that he would like the device unlocked Unlocking 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 your device to allow you to insert another carrier’s SIM card (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 it Additionally, 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 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; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe have confirmed that we are unable to unlock the device in question as the device is ineligible to be unlocked due to the device lock status not being owned by SprintWe recommend that Mr [redacted] address this matter directly with the device seller and his current wireless provider 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 1-844-282-8211, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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 feel it is not only in my best interest but the interest in my surrounding area that Sprint take care of their ongoing technological issues and repair the towers in a timely manner According the Sprint representative, tickets have been open since November, and March, regarding these ongoing issues As long as they uphold their responsibilities outlined in the response, I am satisfied with their resolution Regards, [redacted] ***