Sprint Corporation

January 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To whom it may concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms [redacted] stated that she completed a device upgrade at a 3rd party retail location and her service plan was changed without her authorization at that timeShe is requesting that the plan be restored to her previous requested selection and that any billing amounts higher than agreed be credited Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding her service plan and appreciate her feedback regarding this issue The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area We spoke with Ms [redacted] on December 30, After review we have restored her previous service plan and confirmed with her that it is now accurate based on the services she has requested Additionally, Sprint has provided a credit for the disputed portion of her service charges based on the change to the requested planMs [redacted] verified that this resolved her billing concern We regret any inconvenience that these matters may have caused Ms [redacted] 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 Tuesday through Saturday, between 1:p.mand 9:p.m., Central Time Sincerely, Jennifer DExecutive Services Associate Analyst JD/jc

Our records reflect that credits totaling $were applied to Ms***’s account on February 25, These will be reflected on her following invoice Additionally, Ms [redacted] is welcome to login online at www.sprint.com, use our Sprint Zone app or dial *talk on her device to check her current balance In regard to her device issue, we ordered a replacement and shipped to the retail store We confirmed the device was swapped on February 25, Please let me know if you have additional questions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have been in direct contact with the sprint rep Bud LelandWe have come to an agreement to setttle the past due balance and I have paid the sum of $to close the account final and in good standing andMr Leland has gaged that it will be removed from my credit record as a collections accountSo I have completed my part of the issue however it has yet to come off of my credit report which I am sure may take up to daysAt which time I will be satisfied with the outcome as the matter will be resolved Regards, [redacted]

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she upgraded to a new device and when she received the device it would not work and the device was replaced She stated that she upgraded a second phone line on her account to a new device, and she received incorrect device As a result, she returned the new device and requested to keep the existing iPhone on her account; however, the iPhone stopped working, and she was advised that she would need to visit a service and repair center to have the device checked As a result, she is requesting to have the iPhone replaced with a new device and to receive a correct bill Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products You can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its original unopened package, no restocking fee is charged If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Sprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process However, this may not reflect the policy of our third-party party retailers During our conversation with Ms [redacted] on June 9, 2017, we confirmed that the device that she stated was the incorrect device was returned to her local Sprint Retail store We explained that since she is within the day return/exchange period, her account has been updated to reflect that she is eligible to upgrade to a new device of her choosing Ms [redacted] declined our offer to upgrade to a new device and requested to re-add her existing iPhone to the account After multiple attempts, we were unable to get the iPhone to work over the phone and requested that she take the iPhone into her local service and repair center to have it tested by a certified technician However, she declined and requested to cancel her services We advised Ms [redacted] that if she cancelled her account ,she will be assessed an Early Termination Fee (ETF) for phone number ending in [redacted] and the lease cancellation for phone number ends in [redacted] on her account as stated in her service and leasing agreements However, in an effort to reach an amicable resolution to this matter, we offered and she accepted to waive the ETF and the lease cancellation charges with the return of both devices to our warehouse undamaged As a result, postage-paid return kits were mailed to the address on file This offer is valid for a period of days from the date of this response We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our customer service and retail store representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret the circumstances that led to her decision to cancel her services If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, [redacted] F [redacted] FExecutive Services Analyst

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [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] ***, an authorized user on Mr [redacted] ’s account, stated that she returned a device to Sprint via a return kit, but was billed for the returned deviceShe is requesting a credit for the returned device We spoke with [redacted] , the account holder, on May 1, 2017, and discussed their account concernsAfter a review of Mr [redacted] ’s account and return information, we verified that they did return the device per the program requirements Based on this, we have provided a one-time credit to Mr [redacted] ’s account to offset the billed device chargesFurther, we have provided a one-time account concession credit in the amount of $to the account, bringing the current balance to zeroMr [redacted] verified satisfaction with this resolution We appreciate Ms [redacted] taking the time to provide us with his feedback regarding his experience with our Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Mr [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 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 meExcept I would like Sprint to also include a free magic box sent to me so I am able to have data when I am in my building at my billing addressI have already submitted a sign up for one via sprint.com/getmagicbox and would appreciate it if I get one in a timely manerMy phone is for my work and I need good data speeds not slow to none existent dataWhen my phone's are connected to lte band and I can't get onlineLte band doesn't go into my building please help because I don't have any other option for data due to old building and city not allowing my building to be modified to add cable lines through it to add an alternative internet source to get wifi setupThis would help greatlyEmail me at [redacted] for more infoPlease send the magic box to [redacted] grand Rapids Michigan This is the address to the building having data issues inside ofThank you Regards, [redacted]

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account xxxxx [redacted] A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] M [redacted] , filed on behalf of the account holder, Mr [redacted] A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she believes a representative from one of our third-party locations stole $from her and that she was charged $for unwanted accessoriesAs a result, Ms [redacted] is requesting that Sprint review this matter and correct our sales tactics We regret the circumstances that led to Ms [redacted] ’ filing of this complaint Our records reflect that on April 17, 2017, Ms [redacted] spoke to our Retention department and in an effort to reach an amicable resolution, an account credit of $was applied to offset the disputed charges During our discussion with Ms [redacted] on April 24, 2017, we explained our aforementioned findingsMs [redacted] also stated that on February 24, 2017, she forgot $on the store counter at one of our Sprint StoresMs [redacted] confirmed that after re-engaging store management, the $was returned to herShe further confirmed that both of the issues outlined in her complaint had been addressed; however, she wanted to provide feedback on her experience at the aforementioned store As a gesture of goodwill, and to show our appreciation for Ms [redacted] ’ patronage, we offered a one-time $credit to offset one month’s service chargeWe are pleased to inform you that Ms [redacted] accepted our offer and expressed her satisfaction with our handling of this matter With the information in Ms [redacted] ’s account, we were able to identify the store employees involved in her customer service experience Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience these matters may have caused Ms [redacted] , and we appreciate her continued business If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed concerns with her account billing She stated that she was offered a free tablet but has been billed $monthly for the monthly service chargeShe requested that we remove the $monthly service charges and a credit her account $for her time and inconvenience We regret any confusion Ms [redacted] may have experienced regarding the billed charges reflected on her monthly invoicesOur records reflect that that Ms [redacted] activated a Slate Tablet for the line ending in [redacted] on June 20, Our records further indicate that the tablet was purchased via installment billing and that Ms [redacted] would received a monthly service credit of $to offset the cost of the monthly installment charge for the month installment period with the selected $unlimited tablet plan We spoke with Ms [redacted] on July 19, 2017, who had contacted our Customer Care department on July 10, 2017, and requested to cancel and return the tablet At her request, the tablet was set to cancel at the end of the current bill cycle, effective July 17, 2017, and a return kit was mailed to her to facilitate the return of the tablet During our conversation Ms [redacted] requested compensation for her inconvenience Sprint appreciates Ms [redacted] ’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention However, due to any possible misunderstanding and or misinformation that may have occurred related to the activation of the tablet, we applied a $service credit to her account on July 21, 2017, as a gesture of goodwill If we can be of further assistance related to 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:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [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 Ms [redacted] ’s inquiry, she expressed her dissatisfaction with our assessing equipment and late fees to her Sprint account when she canceled services with us Ms [redacted] requested that we remove that information from her credit reporting We regret the circumstances that led to Ms [redacted] ’s decision to discontinue her services with us, as well as any possible misunderstanding that may have occurred related to her subsequent Sprint billingOur records reflect that Ms [redacted] began her Sprint services on May 12, 2015, and that her services were suspended on September 23, 2015, due to non-payment Because we did not receive payment of her past-due account balance, her account was closed on December 22, Subsequently, valid equipment financing and Early Termination charges and applicable late payment fees were assessed, leaving her account in closed status with a final balance due of $ Based on our review, we have been unable to identify any Sprint error associated with Ms [redacted] ’s Sprint account Based on the nature of her inquiry, it will be necessary for us to speak with Ms [redacted] directly in order to validate her account security information and obtain additional details that will aid in our review However, our attempts to contact Ms [redacted] via telephone and e-mail on July 24, 26, and 28, 2017, to discuss her reported concerns in detail were unsuccessful We also sent a letter to Ms [redacted] at her address of record on July 26, 2017, acknowledging our receipt of her inquiry and inviting her to contact us for assistance To date, we have not yet received a response from Ms [redacted] We regret any inconvenience these concerns may have caused Ms [redacted] , as well as the loss of her business We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so As such, if these issues remain unresolved, we invite Ms [redacted] to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.mCentral Time Sincerely, Katherine DExecutive Services Analyst

November 18, 2016 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 inquiry filed by Ms. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms. [redacted] ’ inquiry, she advises she contacted our online Customer Care department on October 17, 2016, to inquire about the Unlimited Freedom plan being eligible for her employee discount. She states that she was advised that the Unlimited Freedom plan is eligible for the 26 percent discount and changed her plan accordingly. However, after the discount was not reflected on her next invoice, she contacted our Customer Care department and was advised that she was previously provided with inaccurate information and that the plan is not eligible for any Sprint Discount Program (SDP) discount. As a result of this matter, [redacted] is requesting that Sprint honor what she was initially told by our online representative. Our records reflect that Ms. [redacted] changed to the Unlimited Freedom plan on October 22, 2016. The Unlimited Freedom plan is not eligible to receive a Sprint Discount Program (SDP) discount because it is already a deeply discounted plan. Our printed materials and website confirms the Terms and Conditions of this plan, which includes this information. As a result, an SDP discount was correctly not added to this service plan when Ms. [redacted] recently changed her plan. After reviewing our records, we confirmed that our online representative did not correctly inform Ms. [redacted] of the Terms and Conditions of the Unlimited Freedom plan and incorrectly stated that she would receive her SDP discount. We sincerely regret this error and have applied the applicable feedback to the appropriate management staff. Normally, because of this misunderstanding, we would suggest that Ms. [redacted] change her service plan to a discountable service plan and we would honor the discount for the time she was on the Unlimited Freedom plan. However, Ms. [redacted] wants to remain on the Unlimited Freedom plan and stated she wanted what she was promised. As a result, in an effort to reach an amicable resolution, and to bring closure to this matter, we applied a one-time credit to her account for the 26 percent discount through the end of lease agreement in February [redacted] totaling $457.60. As a result, her account currently reflect a credit balance of $248.12. As a result of the action taken, Sprint considers this matter fully addressed and resolved. If Ms. [redacted] needs further assistance with this matter, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time. Sincerely, Michal M. Executive Services Analyst

May 5, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** 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. We regret that she has contacted your office once more citing dissatisfaction with our prior response. In Ms. ***’s rebuttal, she stated that she accepted the resolution, however; we are awaiting the return of her device so that we can credit the lease accelerated charges. We confirmed the receipt of the device on April 28, 2017, and applied credits totaling $282.12 to offset the lease accelerated charges. Further, we applied credits to offset the monthly service charges incurred on phone number ending in ***. Ms. [redacted] currently has one active subscription and phone ending in [redacted] has been canceled. We appreciate Ms. [redacted] taking the time to provide us with the details of her experience with our retail store. The feedback she provided regarding her experience has been forwarded to the appropriate managerial staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday and Friday from 8 a.m. to 5 p.m., Central Time. Sincerely [redacted] T.Executive Services Analyst

February 28, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] J. [redacted] Sprint Account xxxxx***, [redacted] ... Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] J. [redacted] , an authorized end user on the Sprint account of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. [redacted] expressed his dissatisfaction with the performance of his Sprint device, stating that the Wi-Fi calling feature does not work. He also described his unfavorable customer experiences during his multiple attempts to address that issue with our representatives. Mr. [redacted] requested that we resolve his concerns expeditiously. We regret any difficulty Mr. [redacted] may have experienced with his Samsung device, as well as any delay in resolving that concerns. We spoke with Mr. [redacted] on February 17, 2017, and confirmed that, after numerous troubleshooting efforts and reviews by our technical teams, the Wi-Fi calling feature of his device is not performing as designed. Therefore, although we were unable to identify any error on the part of Sprint related to that issue, we offered to replace his Samsung Galaxy S7 device with a new device of the same model at no cost, despite his and Mr. [redacted] ’s not being enrolled in our Total Equipment Protection (TEP) device insurance option. Mr. [redacted] accepted our offer, and we explained that the cost of the replacement device would be billed to Mr. [redacted] ’s Sprint account pending the return of his malfunctioning device. Once the return of his current device has been confirmed in our warehouse, we will remove the equipment charges as agreed. We verified that Mr. [redacted] received and activated his replacement equipment on February 21, 2017, and ensured that packaging and a prepaid shipping label was sent to him to facilitate the return of his malfunctioning device to us. Mr. [redacted] is aware that he needs to return that equipment to us within the next 14 business days for proper account credit. We appreciate Mr. [redacted] ’s taking time to provide details of his experience with our retail 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 will utilize this input to improve our training and processes. We regret any inconvenience these matters may have caused but are pleased that we were able to resolve Mr. [redacted] ’s reported concerns to his satisfaction. If we can be of further assistance related to this concern, he or Mr. Maninni can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3 p.m., Central Time. Sincerely, LaDonna Jenkins Executive Services Analyst

February 16, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint [redacted] Account xxxxx [redacted] Case [redacted] , [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] , an authorized user on the above Sprint account, stated that she purchased and subsequently returned equipment during the Sprint Satisfaction Guarantee return period. She states that she is dissatisfied with being billed for the device after return. Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $35 restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within 14 days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns. We spoke with Ms. [redacted] on February 14, 2017, and discussed her concerns. We are pleased to inform that the matter has been resolved to her satisfaction. Based on our findings we have verified that Ms. [redacted] did return the device within the posted return period. Based on this, a $60 credit was applied to her account to offset the disputed device charges billed and the remaining installment charges for the device have been canceled. Ms. [redacted] confirmed satisfaction and had no additional inquiries. We regret any inconvenience that these matters may have caused. If I can be of further assistance, Ms. [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, John C. Executive Services Analyst

Tell us why here...March 1, 2017 Kansas City RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case # [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 February 2, 2017. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms. [redacted] expressed her dissatisfaction with the charges assessed to her account and the data allowance associated with her lines of services. Ms. [redacted] stated that she returned a recently purchased device to Sprint’s Returns warehouse; however, she continued to be assessed charges for that device. Additionally, Ms. [redacted] stated that she had an unfavorable customer service experience while attempting to address her account concerns. Ms. [redacted] requested that Sprint review this matter and adjust her account accordingly. Sprint has reviewed Ms. [redacted] ’s complaint. According to our records, Ms. [redacted] ’s account was previously associated with a 50% off competitor plan with 15GB of data for the lines of services associated with her account. Our records further indicate on January 18, 2017, Ms. [redacted] elected to update her price plan to our 50% off competitor plan with 25GB of data, which includes a $5 Automatic Payment discount per line/per month. Please note that Sprint currently offers a number of tools available to assist customers with the management of their wireless bills and voice, data and text messaging. A customer can dial *4 from their Sprint phone to receive text, data, and voice minute usage via an interactive voice response (IVR) platform. Existing customers with a designated preferred communication method on file will be notified if they incur voice, text or data overages. Sprint also identifies and alerts customers through outbound calls or texts when they incur extremely and unusually high overages for the first time. In addition, our customers can access and manage their accounts 24/7 by logging on to MySprint.com. Customers can access this site on their smartphone or personal computer to easily view any alerts or notifications involving their account. Additionally, we have confirmed that the device associated with phone line ending in [redacted] was received at our Returns warehouse on January 30, 2017. As such, the Lease Agreement was cancelled and adjustments totaling $707.44 was applied to her account to offset the Lease cancellation charges. Furthermore, on February 10, 2017, additional adjustments totaling $68.36 was applied to her account to offset the monthly lease charges as reflected on the December 2016 and January 2017 billing statements. We spoke with Ms. [redacted] on February 10, 2017, to relay the aforementioned information and resolution to her. During that call, Ms. [redacted] acknowledged her understanding with the resolution provided. We appreciate Ms. [redacted] taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience Ms. [redacted] may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms. [redacted] can contact me by calling the Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday, between 9:30 a.m. and 6:30 p.m., Eastern Time. Sincerely, /s/ William S. William S. Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In Ms***’s rebuttal, she indicated her dissatisfaction with our response to her initial filing, advising that unspecified fees assessed to her were more than the late feesUnfortunately, she did not include details related to her rebuttal However, our records reflect that, in her initial filing, Ms [redacted] disputed charges reflected on her April 28, invoice We regret any remaining misunderstanding that may exist regarding Ms***’s Sprint account billing However, as outlined in our June 7, 2017, response to her initial filing, we completed a thorough review of her account records and identified that her automatic payment option was canceled due to declined payments, leading to her payments not drafting as scheduled and, in turn, resulting in her account balance reflecting as past-due Although we confirmed that the late fees were valid, we applied credits totaling $to Ms***’s Sprint account to offset the disputed late fees as a courtesy We followed up with Ms [redacted] on June 27, 2017, to address any remaining concerns she may have related to this matter and to obtain additional details about her rebuttal During that interaction, she clarified the nature of her rebuttal, advising that, while she acknowledges the actions taken, she also believes that we should compensate for the loss of her monthly promotional $rate plan discount offered to her for participating in our automatic payment (AutoPay) option and disputed the terms of her promotional device discount We thanked Ms [redacted] for her additional information but explained that, because we are unable to identify any error on the part of Sprint related to the cancellation of her AutoPay option or her billing, no credit is warranted for that concern However, as demonstration of our commitment to excellence and due to any possible miscommunication that may have occurred related to her past-due balance, we offered to apply a $credit to offset an amount equivalent to the missed discount for one month In addition, we explained the terms of Ms***’s referenced equipment promotional offer, advising that charges for the devices she accepted as free are assessed to her account but that credits to offset those amounts are reflected on her monthly invoices As a courtesy, we offered to apply an additional $credit to her account to offset any frustration or misinformation she may have received Ms [redacted] indicated her understanding of the information provided and accepted our offers We then applied the credits to her account as agreed She then indicated her satisfaction with our resolution We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me # [redacted] has been resolved.Thank you [redacted] Regards, [redacted]

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that payments that were previously made on her account were reversed which caused her service to be suspendedMs [redacted] states that she made her payments in full; however, her service was still not restoredMs [redacted] is requesting her service be restored We spoke with Ms [redacted] on August 2, 2017, regarding her concernsWe confirmed that Ms [redacted] made a payment with a credit card on July 5, Regrettably, the payment was process and later reversed as the account required a cash payment to be made due to the previous payment that were backed outOn July 26, 2017, Ms [redacted] made a cash payment which restored serviceThe account is now active and Ms [redacted] had no other concerns 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 a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In his inquiry, Mr [redacted] reports that when he signed up with Sprint he was told that the Contract Buy Out (CBO) promotion would pay for his entire bill with his other carrierHe also states that he made an appointment with the manager of the store where he purchased his devices and after waiting for an hour for the manager to finish with another customer, the manager left the store for the day without speaking to himAs a result, Mr [redacted] is requesting that his previous carrier’s invoice be paid in full and that the manager of the store be dealt with We spoke with Mr [redacted] on May 11, 2017, and reviewed his accountHe confirmed that he has received the CBO promotion reward cards for both of his lines We appreciate Mr [redacted] taking time to provide details of his experience with Sprint Store manager We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced as a result of this matter If I may be of further assistance, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, Dustin [redacted]

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] *** We appreciate your assistance in bringing Mrs***’s concerns to our attention According to the information provided, Mrs [redacted] contacted your office regarding not receiving the Visa cards associated with Sprint’s buyout promotion Our records indicate that Mrs [redacted] began service with us on July 3, She registered for her VISA prepaid cards and her request was denied because Mrs [redacted] did not send her final [redacted] invoice outlining the amount owed for the devices she turned into us She reached out to us on Facebook, Saturday, September 16th We contacted her and conferenced in [redacted] to provide the required documentation On September 16, 2017, we spoke with Mrs [redacted] regarding her concerns We processed two prepaid Visa cards totaling $to reimburse her for the device charges assessed by his previous carrier Mrs [redacted] will receive her prepaid cards within days of September 19th We regret any inconvenience this matter may have caused Mrs*** If additional assistance is required, Mrs [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Tuesday through Saturday between a.mand p.m., Central Time Sincerely, Cher’ [redacted] Executive Services Analyst