Sprint Corporation

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

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case , [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives during her attempts to address a refund concern, stating that her issue remains unresolved after she returned her device to her local retail store and canceled her service within the Satisfaction Guarantee return policy timeframeShe expressed further dissatisfaction with the length of time taken to resolve this matterShe requested that we process a refund as soon as possible We appreciate Ms***’ taking the time to provide us with the details of her experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the circumstances that led to the cancellation of Ms***’ Sprint service and delay in processing her refundWe also regret that we were unavailable to fully discuss the concerns in her referenced inquiry when she contacted our office on May 3, However, after reviewing our records, we confirmed that two refund checks totaling $were processed on May 5, 2017, and mailed to the address of record on that same datePlease allow to business days from that date for Ms [redacted] to receive them If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

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 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 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

[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 my complaint about Sprint charging more than agreed, complaint ID [redacted] , and have accepted this resolution, although not satisfactory, as the best I will get Regards, [redacted]

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

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

[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]

[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:The company has not resolved my complaintThey continue to refuse to refund me the return shipping charges they owe meTheir offer of an account credit is unacceptable as I am not a customer of their cell phone plans (my daughter and wife were customers but they have recently closed their accounts)There is also a factual error in the company's response: despite their customer service representatives having made repeated promises to me they did not refund the forward shipping charges; they only refunded the phone price itselfWhen I followed up with the company they refused to refund those charges, citing their standard return policy and completely ignoring the fact that I had successfully canceled the order, despite me making them aware of this multiple times and providing proofTo obtain a refund of the forward shipping charges I therefore had to dispute the charges with my credit card company, which sided with meHowever, I am still owed a refund of the return shipping charges.I should also like to receive some compensation for the inordinate amount of time I wasted communicating with their inept and hard-to-reach customer service and the continuing stream of incorrect information and broken promises I had to sufferOn top of this I wasted substantial additional time acting upon their incorrect instructions, such as traveling to a FedEx location to return the phone, where they would not accept it due to lack of a return shipping label (when I then contacted the company's customer service they promised to email me a return shipping label but I never received it and after several inquiries they eventually went back on their promise and refused to issue it).The company has seriously broken business practices and customer serviceI would like to receive an apology and a written pledge that they will examine and improve their operations.Upon their request, following this Revdex.com complaint, I recently forwarded a detailed log of the events to the company but the only response I received was a standard message from their customer service stating that customers are responsible for shipping charges according to their return policyYet again, it was clear that they had not read the log or otherwise familiarized themselves with the case Regards, [redacted] ***

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

April 27, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] L. *** Sprint Account xxxxx [redacted] Sprint Case... [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms. [redacted] L. [redacted] to our attention. We regret any inconvenience that she may have experienced in this matter. According to the information provided in the complaint, Ms. [redacted] indicates that she added another line of service to her account for her husband. She states that our Customer Service representative advised her that the total monthly charge for the additional line of service would be $7; however, the subsequent charges reflected on her invoice for the additional line were higher than that. She indicates that her husband subsequently ported his phone number to another carrier within the 14 day Guarantee Period and she requests that an account credit be applied to the account to offset all charges assessed for her husband’s cancelled line of service. Based on the information received, she also states she had an unfavorable customer experience while attempting to resolve her concerns. During our discussions with Ms. ***, we confirmed that her husband’s phone number ending in [redacted] was cancelled within the 14 day guarantee period. We also confirmed that they returned his phone to the retail store within the 14 day guarantee period. In view of any possible misunderstanding in regard to this matter, and to reach an amicable resolution, we applied $76.34 in account credits to offset charges assessed on the account for the line in question. We also confirmed that our retail store representative previously requested a $17.60 check refund that be sent to Ms. [redacted] to partially offset the restocking fee assessed with the return of the phone. We confirmed with her that she received the refund check. Additionally, we advised her that a $26.47 refund is being applied to her credit card to offset her down payment remittance for the Installment Billing Agreement (IBA) established for husband’s cancelled phone number ending in ***. We advised her to allow up to 5 business days for the refund to be applied to her credit card. She stated that the matter is resolved. We appreciate Ms. [redacted] for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and will utilize this input to improve our training and processes. If Ms. [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Patricia S. Executive Services Analyst

July 7, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the... above-referenced inquiry of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] stated that on multiple occasions and submissions he has not received his referral reward cards. He is seeking delivery of 2 referral cards in amounts of $50 each. 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 web site at www.sprint.com have not deviated from the published information. In 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. We spoke with Mr. [redacted] on July 5, 2017, and his qualifications for this referral reward and completed the processing of 2 gift cards in amounts of $50 each. We explained for him to allow 45 days from June 29, 2017 for delivery. We appreciate Mr. [redacted] for taking time to provide details of his experience with our customer care and retail team. 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] ’s concerns [redacted] be forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused. If we can be of further assistance, Mr. [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext. ext. ***. I am available Monday, Tuesday, Thursday, and Friday between 7:30 a.m. and 5:30 p.m., Central Time. Please reference case [redacted] at the time of your call. Sincerely, Linard A Executive Services Analyst

February 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our not unlocking devices he paid for in full in December for use with another domestic network He requested that Sprint unlock the noted devices immediately or accept the return of those devices in exchange for a full refund of the purchase price We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred regarding his equipment unlock request “Unlocking” is a general term that refers to one or more types of device unlocking MSL 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 network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In 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 our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’s referenced devices do not meet the criteria for SIM unlocking because they were not active on the Sprint network for a minimum of days As a result, we were unable to comply with his unlock request However, our records reflect that he restored his Sprint services with those devices on January 18, During our January 29, 2018, conversation with Mr [redacted] , we confirmed the details noted above, and he advised that his reported concerns are now resolved We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

August 14, 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 inquiry of Mr [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, Mr [redacted] stated that his service plan was changed on his iPad from 2GB to 25MB without his knowledgeHe also stated that he was informed that after his agreement was fulfilled for his iPad, he could pay monthly to own the device Therefore, he paid month-to-month and after inquiring about the balance at our retail store, he stated he was informed that the month-to-month charge is not applied to the End of lease amountHe further stated that he was informed that his iPhone device came with $in accessories; however, he stated that he was not informed that the accessory cost would be billed to his account After Mr [redacted] followed up with our retail representative to find out why he is being charged for the accessories, he stated that he was informed that he will receive a corresponding $credit Mr [redacted] stated that a $credit is not reflected on his invoices He indicated that his attempts to resolve these matters have resulted in unfavorable customer service experiencesAs a result, he is requesting that he be refunded the $amount that he paid for the tablet, and that a credit be applied for the accessory cost We regret any possible misunderstanding that may have occurred regarding these matters Based on a review of our records, the change from a 2GB plan to a 25MB data plan for the tablet line of service ending in [redacted] was updated on February 2, 2017, effective the next billing cycle However, due to Mr [redacted] stating that he did not request a service plan change, an additional plan change to the unlimited plan for the same cost as the 2GB plan was updated on April 8, 2017, for the [redacted] line of service Mr [redacted] acknowledged this information and indicated that he had not received a prior explanation Also, we informed Mr [redacted] that upon fulfillment of his lease agreement, he can upgrade to a new lease, terminate the lease, or pay month-to-month Monthly payments remitted at the end of the lease are not applied to the End of Lease purchase priceThis information is noted in our Terms and Agreements of Service for the leased device Our records reflect that Mr [redacted] paid $per month from February to June after the lease agreement fulfilled for the tablet line ending in *** This amount totals $and he also paid $for the fair market value of the iPad to own it Therefore, due to any misunderstanding that may have occurred, we applied a one-time total $credit to Mr [redacted] ’s account effective today to resolve to his satisfaction Lastly, we partnered with our retail store management team regarding the $accessory charge reflected on Mr [redacted] ’s invoice effective February 22, Based on a review of the matter, a $corresponding credit should reflect on his invoices to offset the $accessory charge Due to the credit not systematically applying each month, we applied a total $credit to Mr [redacted] ’s account today to offset the $charge for the month term of the agreement Mr [redacted] accepted the resolution, and he is satisfied with the handling of these matters We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his account concerns Should there be any additional questions or concerns with this matter, Mr [redacted] can contact me 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

[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] While we terminated the service,Sprint is lying to you,the paperwork said buy on,get one free,I was told there is no work going on in the area in the near future,so service is what it is,Sprint constantly lied and failed no respond on many occasions,never emailing as promised.I offered to have a Sprint rep ride with me and I would show them the lack of service,they declined.the service issue ,as they state,was not just at home,but all over the state.while this claim may be dead,make it duly noted on the record we were lied to on a regular basis by Sprint and their reps,and I will make sure everyone I meet is informed Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

January 13, 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 submitted by [redacted] submitted December 16, We appreciate the opportunity to address her account concerns According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received while attempting to resolve her billing concernMs [redacted] stated that her order was shipped to the incorrect address, resulting in her devices to arrive at a later time However, the account was assessed additional equipment charges due to the duplication of the orders to be mailed out to the correct address Therefore, Ms [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaintBased on the information provided, we are currently investigating Ms [redacted] account concernsUpon the conclusion of our investigation, we will follwith Ms [redacted] directly and provide her with our findings and resolutionWe appreciate Ms [redacted] taking time to provide details of your experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-####, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

To Whom It May Concern: Sprint is in receipt of the follow up inquiry from Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. In Ms. ***’s follow up filing, she expressed her dissatisfaction with our previous response. In Ms. ***’s original complaint, she stated that in May 2017, she added an additional line to her account and approximately two weeks later, she discovered that we were offering a Lease One Get One free promotional offer for an iPhone 7, when adding an additional line of service to an account. Ms. [redacted] stated that she contacted us and requested to receive this promotion and was advised that we would make an exception. She stated she was advised that it could take 2-3 billing cycles for the credit to award; however, she is still not receiving credit for one of the devices. 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 web site at www.sprint.com have not deviated from the published information. In 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. Our records reflect that although Ms. [redacted] did not qualify for the promotional offer for the Lease One Get One free iPhone 7, she purchased two iPhone 7 devices on June 11, 2017, on lease agreements and the promotional offer was added to her account on September 8, 2017. Please be advised that it can take 2-3 billing cycles for the credit to award. We originally spoke to Ms. [redacted] on November 17, 2017, and provided her with this information. In an effort to reach an amicable resolution, we offered and she accepted an account credit of $171.12, which is equal to six months of the promotional credit of $28.52, which she did not receive. At that time, Ms. [redacted] stated that she considers that we reached a mutually satisfactory resolution. We spoke followed up with Ms. [redacted] on December 7, 2017, and she stated that although she agreed that we reached a mutually satisfactory resolution, she will not consider it entirely resolved until the credit is applied each month without her having to contact us. We assured Ms. [redacted] that we would follow up on her next few invoices to ensure that the credit is applied. We advised Mr. [redacted] that we would respond to the BBB accordingly and she agreed. We regret any inconvenience this matter may have caused Ms. ***. If I can be of further assistance, Ms. [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 9:45 a.m. and 5:45 p.m. Central Time. Sincerely, Sharon R. Executive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing Mr [redacted] ’ concerns to our attention According to the initial complaint received, Mr [redacted] stated he was a victim of identity theft with Sprint He also stated that he has alerted law enforcement and our Fraud Department; however he has been unsuccessful in gaining any information confirming if the account has been closed At this time, he wants the account to be closed and to no longer receive billing notifications In his rebuttal, Mr [redacted] stated that he has received a bill from Sprint We spoke with Mr [redacted] on June 22, 2017, to discuss the outcome of the accountWe completed our investigation and confirmed that fraudulent activity occurred The billing cycle for this account ended on June 17, 2017, therefore once Mr [redacted] received the invoice, we had already addressed his inquiry At this time, all necessary adjustments have been applied to negate the balance, and the account is closed with a zero balance We have made contact attempts to advise Mr [redacted] of this on June 30, July 3, and 5, 2017, but were unsuccessful We are eager to confirm this with Mr [redacted] , however with our actions we consider this matter to be addressed We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Mr [redacted] submitted on July 26, We apologize for any inconvenience Mr [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that his Samsung Galaxy Note device malfunctioned, and due to the nature of the issues with his device he was advised to visit a Sprint Authorized Service and Repair Center location to have his device diagnosed by our retail store technicianHowever, the closest Authorized Service and Repair Center location is approximately miles away from his locationTherefore, Sprint agreed to mail him a replacement device to the address on file and his account would be assessed $for the service and repair feeMr [redacted] stated that he received his replacement device and his account was assessed a $Self Service Equipment Repair Fee plus applicable taxes, which he did not agreed toMr [redacted] requested that Sprint review this matter and waive the $Self Service Equipment Repair Fee Sprint reviewed Mr [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint 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 lineTEP 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 Sprint spoke with Mr [redacted] on June 2, 2016, to address his equipment concernsAt that time, we advised Mr [redacted] that because he does not subscribe to TEP, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [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 Mr [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, he 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 Our records further show, on June 2, 2016, Sprint confirmed that the closest Authorized Service and Center is miles away from his location and since Mr [redacted] did not enroll phone line ending in [redacted] in our TEP plan; Sprint offered to facilitate an exchange for the defective device and ship a refurbished Samsung Galaxy Note device to the address on file, for the service and repair fee of $75, which is standard fee for replacement devices processed at the Authorized Service and Repair CenterUpon completion of the Advanced Exchange device order, Mr [redacted] ’s account was instead assessed a $Self Service Equipment Repair Fee plus applicable taxes as reflected on the June invoice We spoke with Mr [redacted] on August 8, 2016, and relayed the above information to himAs a one-time courtesy, and in an effort to resolve this matter, Sprint offered Mr [redacted] an adjustment of $to his account to offset a portion of the account balanceMr [redacted] accepted the offer and expressed his understanding with the information provided himAdditionally, he confirmed that he was satisfied with the resolution of his caseWe apologize for any inconvenience this matter may have caused Mr [redacted] If I can be of any further assistance, Mr [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst