Sprint Corporation

May 18, 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 supplemental inquiry filed by Ms [redacted] in response to our April 14, 2017, response to her inquiry We appreciate your assistance in bringing our customers’ concerns to our attention once again According to the information provided, Ms [redacted] rejected our response and stated that she was promised a $service credit per month for three months and the promised service credits have not been received Additionally, she stated that she is still not receiving some inbound calls Ms [redacted] requested to receive the promised service credits, to have her bill and network service issues fixed In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information As previously stated, we advised Ms [redacted] that our records do not reflect that a $monthly service credit for three months was offered and requested that she forward the information that she received regarding the promotion offer and we can review available options once received However, as of today the information has not been received Additionally, as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same Our records reflect that our technical support team investigated Ms [redacted] ’s network service issues and she advised us that as of April 7, 2017, she believe the issue was resolved However, since she indicated that the issue is not fixed we attempted to contact her again on May 16, and 18, 2017, via telephone and emailUnfortunately, we have been unable to reach her and we have not received a return call However, to further investigate this issue we will need to speak with Ms [redacted] to gather additional information We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account We regret any inconvenience these matters may have caused If Ms [redacted] requires further assistance with these matters, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] G [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] , who is an end user on the account of [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 our Telesales representative processed a $payment on her credit card without her authorization She states that she authorized an $payment to be charged to her credit card for a shipping fee assessed in conjunction with a phone order Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concernDuring our discussion with Ms [redacted] , we confirmed with her that she authorized an $payment with our Telesales representative to be processed on her credit card for a shipping fee assessed in conjunction with her associated phone order shipment We also confirmed with her that a $payment was processed on her credit card in error rather than her authorized $payment We also confirmed with her that our Customer Care representatives previously processed a $refund back to her credit card in regard to the matter As a demonstration of our commitment to excellence, and in our attempt to reach an amicable resolution with Ms [redacted] , we applied an $credit to offset the valid shipping fee assessed As a further gesture of goodwill, and to bring closure to this matter, we also applied a one-time $account credit Ms [redacted] 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 customer 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:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] expressed her dissatisfaction with the length of time taken to unlock her Sprint-branded devices for use on another domestic carrier’s network Ms [redacted] requested that we unlock her devices promptly We regret any misunderstanding that may have occurred related to our ability to unlock Ms [redacted] ’s equipment as requested “Unlocking” 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 a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestic or international) Unlocking a device will not necessarily make that 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 our equipment 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 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; andThe device must be active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] ’s referenced Apple devices previously associated with her closed Sprint account are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the devices and that Ms [redacted] has verified that her devices are now unlocked and in use with her new carrier’s service We regret any inconvenience this matter may have caused Ms [redacted] , as well as the loss of her business If we can be of further assistance with this concern, she can contact me by calling our 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

January 25, 2017 [redacted] RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: RevDex.com Case— [redacted] RevDex.com Referral Name— [redacted] ***... Sprint Account—xxxxx*** Sprint Case— [redacted] Dear Mr. ***: Sprint is in receipt of the above-referenced complaint of Ms. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Ms. ***’s complaint, she stated that she visited a Sprint store in April 2016 to upgrade one of her devices. At that time, she was sold a Wi-Fi device that she did not initially want as part of a promotion she says should have reduced her monthly cost. Ms. [redacted] is disputing the charges associated with this device. We spoke with Ms. [redacted] on January 20, 2017, and applied credits totaling $143.91 to offset the charges related to the disputed line of service. As a result, Ms. ***’s account reflects a balance due of $1,892. We regret that this matter caused us to lose Ms. [redacted] as a customer. Upon further review, we found that two of the devices associated with recently-canceled phone numbers were obtained via our Sprint Lease program. Our Sprint Lease program is an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. If the lease is canceled prior to the end of the lease term, our customers will be charged the remaining months owed under their Lease Agreement and the purchase option cost. For further information regarding Sprint Leasing please visit www.sprint.com/lease. During our conversation with Ms. ***, we agreed to offset the remaining charges in exchange for the return of her two leased devices and the previously-referenced Wi-Fi device. We sent Ms. [redacted] kits to facilitate the return of the equipment. Contingent upon receipt of the returned equipment in our warehouse and in good condition within the next 10 days, we will apply credits to Ms. ***’s account to offset the remaining balance. We regret any inconvenience this matter may have caused. If you have any further questions regarding this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 9 a.m. to 5 p.m., Central Time. Sincerely, [redacted] C Executive Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I decided I would pay after speaking with MsLaToya PI decided if I had to pay $for other statements and she also stated the executive department is as high as it could go, there would be no need to fight any longerThank you Revdex.com Regards, [redacted]

[redacted] 10:AM (minutes ago)tomeResponse Yes, my complaint was settled satisfactory with Sprint Thank You

August 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. According to the rebuttal received, Mr. [redacted] is disputing Sprint’s process of requesting him to speak with us to authenticate his account prior to taking action to close his Sprint account. We made several attempts to contact Mr. [redacted] by phone and email to discuss this matter in detail. However, he continued to decline to speak with us nor validate the account; however, our records reflect that currently the account is closed. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously provided the reasons supporting our decision with Mr. ***, it is apparent that he will continue to consider this process unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response. We regret any inconvenience this matter may have caused Mr. [redacted] and respect his request to be contacted in writing; however it is necessary that we speak with him. 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 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Linard A Executive Services Analyst

July 11, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms. [redacted] stated that she was advised that with the Unlimited Freedom plan if she set up auto-pay on her account, her monthly bill would be $50 per month. She stated that she was charged $83.19, which is higher than what her monthly bill was before she changed to the Unlimited Freedom plan. As a result, Ms. [redacted] is requesting a resolution to this issue. 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 on June 28, 2017, Ms. [redacted] ’ service plan was changed to our Unlimited Freedom plan for $55 a month. Ms. [redacted] elected to set up auto-pay on her account, so the plan is discounted by $5 per month. Accordingly, her monthly estimated charges are $66.21, not including surcharges, late fees or any discounts. We spoke to Mr. [redacted] on June 30, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered and Ms. [redacted] accepted an account credit in the amount of $50. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms. [redacted] ’ feedback regarding his interactions with our Customer Care and representatives. 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 her input to improve our training and processes. We regret any inconvenience this matter may have caused Ms. [redacted] . If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ###-###-####, 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 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she had a defective device and dropped the device off at an authorized repair center in May and she has not received her replacement deviceAs a result, she is requesting that we provide her with a replacement device or apply a credit to her account equivalent to the value of the device During our conversation with Ms [redacted] , we apologized for any inconvenience she may have experienced as a result of this issue Further, she informed us that the repair center technician contacted her and advised her that her replacement device was ready for pickupAdditionally, we agreed to apply a one-time courtesy credit of $to offset the monthly service charges she incurred while she was without her device Ms [redacted] accepted the offer and is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewWe regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive 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 while their policies were not satisfactory for me I have switched to another carrier so this problem is no longer an issue and an be closed Regards, [redacted]

October 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Annessia [redacted] Sprint Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsAnnessia [redacted] regarding our Sprint product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] explained that she purchased a phone online and called Sprint directly in order to activate her phone with a new number Unfortunately, due to the results of a credit check she was not eligible to open an account She stated that she was advised to return her phone to a local Sprint store for a refund; however, she has been unable to obtain a refund for her device in the amount of $ During our discussion with Ms [redacted] on September 20, 2017, we confirmed that her device was a Sprint Prepaid device, and must be shipped back to our warehouse and not a Sprint store in order to obtain a refund In an effort to resolve this matter, we provided her with the appropriate address to ship her device in order to obtain a refund On October 5, 2017, our equipment research team confirmed that Ms***’ handset was returned to our warehouseMs [redacted] was made aware that a refund was processed to her credit card We attempted to follwith Ms [redacted] to confirm receipt of her refund at phone ending with [redacted] on October 12, 2017; however, we were unable to reach her Although we have not spoken with her for follow up we are confident that this matter has been resolved We regret any inconvenience this matter may have caused Ms*** If she has any questions regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco M Executive Services Analyst

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms [redacted] to contact your office once again In the additional information provided, Ms [redacted] stated her issue has not been resolvedShe further advised that she did make payments, and has been unable to speak with her analyst due to schedule conflictsShe stated she needs to know how much she has to pay, as she does not want her services disconnected During our conversation with Ms [redacted] on June 27, 2017, she advised us that due to the recent loss of her husband, she stated that she would like to discuss her account concerns at a later timeAs a result, we asked her to follow up with us when we can be of further assistance We would like to extend our condolences to Ms [redacted] for her recent lossWe look forward to hearing back from her to address and resolve her concernsIf Ms [redacted] would like to further discuss these matters, she can contact me directly at Sprint’s Executive & Regulatory Services departmentI can be reached toll free at ###-###-####, ext***I am available Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, [redacted] A 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] Hello,The information in this response is falseMichal My husband (Mark M [redacted] ) and I have spent numerous hours in one of your Sprint storesWe are well aware of our WRITTEN contract termsThe attached contract states that the cost for the first months would be $plus tax/feesOur bill is $plus tax/feesThe AAA discount was to be 12% of the $plan chargesThis was to be in effect the second monthmonths later, This has not happenedThis equates to be $in discounts not appliedYes we received $credit for $line chargesThis credit does not actually negate the $charges as it just cancels out the AAA discount not givenAlso the line charges are quoted at $45, and $We are charged $55, and $That is another $120in extra charges over the last monthsYes the $credit was finally applied, but the extra charges use up the credit, so it does not actually get applied to the correct amount from what we should be billed, and it is only being applied a little each month???? Also we are paying extra paying extra taxes and fees as they are calculated on the improperly high amountThe Store Manager Joe also confirmed several times that the Auto pay if we choose to sign up would lower the two lines by an additional $each, making the cost $40, and $ Also the family locator app was to be free and we are charged for thatWe have signed up for it as requested several times in the pastThe first two time we could not as your company signed us up as a business account so AAA discount could not be appliedAfter much aggravation and time in the store the incompetent store manager finally got it correctedThen he personally entered the AAA info for usI attached our signed contract for the Revdex.com to readI will be more than happy to send copies of our bills (which are wrong) to the Revdex.com as well if requestedOur contract signed by both your store manager and his district manager and the bills that we are getting, they DON'T matchHow a company can get away with this is unacceptable to myself and husbandI wonder how many people you are doing this toWhy would we sign up on auto pay (to get the quoted price in our contract) when you can't get our bill rightNo where in our contract does it say we need to do auto payWould you allow a company complete access to your bank account when the bill is always wrong? If your employees messed up with our contract that's not our fault and you should honor is as any good company wouldFurther more your company partnered with AAA and should honor what you said you wouldThat includes a monthly discount of 12% a free AAA membership (which is about to be renewed at the end of December for both my husband and myself)Our sprint locator app is also supposed to be free for AAA members which we areWe signed up right away and your store manager Joe also set both my husband and myself up for AAAHow many times do we need to sign up Dionne told me we need a couple weeks ago we need to sign up againMy husband and I refused to deal with Dionne anymore tooShe lost paper work my husband sent her and she made an appointment with me to call at a certain time, and didn't call until hours laterThe overage of dollars was in Septand we want that money backdollars for promo (switching over from Verizon) was applied to our account (thank you) but it is being taken off of the wrong amount! PLEASE FIX our bill as stated in our contract Regards, Tracey M [redacted]

June 20, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] R [redacted] , submitted on June 7, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’s complaint, he states that he went into his local Sprint store to add his wife to his planHe further states that he took advantage of a Buy One Get One (BOGO) offer for the iPhone Plus and was informed that his bill would be about $per monthMr [redacted] states that he received his April bill and it was much higher than anticipatedHe states that he made multiple calls to Sprint and was assured that his bill would be corrected; however, this matter has not been rectified Mr [redacted] is requesting that his bill reflect $as he was quoted in store by the agent, a refund of the additional monies paid toward his bill, and a credit for inconvenience On June 14, 2017, we spoke with Ms [redacted] on behalf of Mr [redacted] regarding his concernsShe advised that this matter has been resolvedWe have reviewed the account in question and confirmed that a lump sum credit was applied to account XXXXX [redacted] as a one-time courtesy in the amount of $for the Buy One Get One (BOGO) offer for the iPhone Plus that has not yet applied to the bill and proration charges billed to the April statementAs a result of this action, this matter has been fully addressed and resolvedWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Services Analyst

We are in receipt of the supplemental inquiry filed by Ms. [redacted] in response to our August 3, 2015, response to her inquiry. We appreciate your assistance in again bringing our customers’ concerns to our attention. In her supplemental inquiry, Ms. [redacted] states that she is rejecting our response because her services have been suspended. During our follow-up conversation with Ms. [redacted] on August 7, 2015, we explained that that an error occurred which inadvertently suspended her services on August 6, 2015. We reinstated her services on August 6, 2015, and she confirmed that her issue is resolved. We regret any inconvenience that this issue may have caused. If I may be of further assistance regarding this matter, please contact me by calling this department toll-free at ###-###-#### or ###-###-####. I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time. Sincerely, Jennifer F. Jennifer F. Executive Services Analyst

July 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] C [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] C [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s inquiry, he disputed our assessing taxes to his Sprint account based on a former address, advising that he provided his updated address to us in May He also expressed his dissatisfaction with the Subsidized Phone Charge assessed to his account and our reducing his unlimited data speeds upon his usage reaching a specific threshold We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s disputed account tax assessment Based on the nature of this inquiry, we forwarded his information to the appropriate Finance department team for additional review We also identified that the disputed Subsidized Phone Charge reflected on Mr [redacted] ’s invoices is the result of the manner in which he upgraded devices for two of his lines of service in January His chosen rate plan, our Unlimited Freedom Plan, bills $per month for the first line of service, $for the second, and $a month for subsequent lines when activated with non-discounted devices An additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on lines of service activated on that promotional rate plan, as outlined in the terms of the plan Additional information related to our rate plans and equipment finance options is available on our website at www.sprint.com Please note that all monthly prices noted above are excluding applicable taxes and fees Further, we are committed to providing the best wireless broadband data service experience possible for our customers To ensure that all Sprint customers enjoy the best possible network experience, we reserve the right to employ network prioritization to help protect against the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources As such, beginning on October 16, 2015, high data users, who are defined as those who use more than GB (to be adjusted periodically) of data during a single billing cycle, will be de-prioritized for the remainder of that billing cycle at times and places where the availability of network resources is constrained This practice will be employed for customers who choose unlimited data plans launched on/after October 16, 2015, and/or upgrade their devices and subscribe to unlimited data plans on/or after October 16, Affected unlimited data customers will continue to be able to enjoy unlimited amounts of data without the worry of overage charges or hard, full time bandwidth reductions because these temporary reductions in performance will only occur at times and places where capacity is constrained When constraints on the network subside, or the affected customers travel to an area free of network constraints, their data speeds will return to normal During our June 28, 2017, conversation with Mr [redacted] , we explained the information outlined above We also assured him that, based on our review, we are unable to identify any error on the part of Sprint related to his Subsidized Phone Charge and data speed disputes However, we agreed to follow up with him within the next few days to discuss his tax dispute in further detail Mr [redacted] accepted that follcommitment Unfortunately, our July 3, 2017, attempt to contact Mr [redacted] via telephone, as agreed, was unsuccessful However, we confirmed that, although his billing address of record was updated in our records in May 2015, the individual user address for one of his lines was inadvertently not updated at that time, leading to our assessing taxes associated his previous address for that line only We updated that information and, based on our review, we identified that the amount of tax difference assessed to Mr [redacted] totaled $10.80, and we applied a credit of that amount to his Sprint account on June 23, We also confirmed that representatives of the above-noted Finance team contacted him on June 23, 2017, to advise of the actions taken to address this concern We appreciate Ms [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback Mr [redacted] provided has been forwarded to the appropriate management staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of these matters and trust that the information provided fully addressed his reported concerns However, if we can be of further assistance regarding these issues, he 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 TimeSincerely, Katherine D.Executive Services Analyst

January 3, 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: We appreciate your assistance in bringing Ms [redacted] ’s [redacted] ’s concern to our attentionWe apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] indicates that a retail sales representative did not cancel an account line of service as she anticipated She is also disputing the subsequent service charges that were assessed to this line of service As a result, she is requesting that the phone cancellation charges for the disputed line of service be credited She also expressed her dissatisfaction with the level of customer service that she received when she attempted to resolve the matter During our discussion with Ms [redacted] on December 30, 2016, she stated that a retail store representative advised her that he cancelled phone number ending in xxx-xxx- [redacted] that was no longer being used She stated that the retail store representative advised her to sell the associated phone because the resulting phone cancellation charges would be reflected on her September invoice She later learned that the phone number was not cancelled and that the payment that she remitted for the September did not include the phone cancellation charges for the phone number ending in xxx-xxx-*** To address this matter, we cancelled the service on phone number ending in [redacted] in accordance with her requestAs a demonstration of our commitment to excellence, we also applied account credits to offset three months of service charges And last, although the disputed phone cancellation charges are valid, in an effort to bring closure, we applied a credit to the account to offset these charges Ms [redacted] stated that the matter is resolved Sprint also considers this matter fully addressed and 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 their 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:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 22, Revdex.com Ward Parkway, Suite Kansas City, MO Attention: [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Case Dear Ms [redacted] : Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused her In Ms [redacted] ’s inquiry, she advises that, when she purchased the Apple iPhone for $299.99, she was not informed by the retail associate that there would be a $Term Access Fee (TAF) assessed for her line ending in ***She activated an Apple iPhone on May 18, 2015, and returned it on May 21, 2015, due to the TAF being assessed to the account During our conversation with Ms [redacted] today, we extended an offer to waive the $TAF if she activates the Apple iPhone again on phone (XXX) XXX-***We also advised that the waiver for this fee can take up to two bill cycles to appear and we will monitor her account to ensure that it is appliedFurther, we adjusted the account $to offset the TAF reflected on the May 21, 2015, invoiceShe expressed her satisfaction with this resolution We appreciate Ms [redacted] taking the time to provide us with the details of his experience with our retail storeWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes If you have any questions or this matter remains unresolved, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

July 27, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX7751, [redacted] Sprint Case [redacted] Dear Mr [redacted] : 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 provided from your office, Ms [redacted] stated that she purchased an Apple iPhone 5S on July 14, 2015, and remitted a payment of $Ms [redacted] further states that she cancelled the order ID, [redacted] , on July 14, 2015, and is requesting a refund for the payment of $ During our conversation with Ms [redacted] on July 24, 2015, we advised that the order ID [redacted] was cancelled and the associated payment of $was applied toward the outstanding balance for service as reflected on the invoice dated July 14, Ms [redacted] declined our offer to complete the refund requested and asked that the $payment remain as a payment for her serviceShe also confirmed that her issues have been addressed and resolved to her satisfaction at this time We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience that these matters may have causedIf you or Ms [redacted] requires additional assistance with this matter, he can contact the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Lori K Lori K Executive Services Analyst

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that in September 2015, she ordered a new device, and as a result of the order, there were additional charges applied to her account that she disputedShe further notes that it took more than two months to resolve the matter and after the adjustments were applied to her account, she was not given time to pay the remaining balanceShe further indicates that she attempts to make payment arrangements, but she is denied the opportunityAs a tenured customer, she is requesting assistance with this issue We spoke with Ms [redacted] on December 30, 2015, and explained that based on our review of our account records, we determined that adjustments in excess of $5K have been applied to Ms***’s account since September 17, 2015, regarding her billing concerns, and that no additional adjustments are dueAdditionally, our review determined that no payment has been made since October 10, 2015, in the amount of $178, and her balance is now $Also, a payment arrangement set for December 21, 2015, for $was unfulfilled, as Ms [redacted] was not able to pay that amountMs [redacted] stated that she can pay $on January and $on January to bring her $past due balance currentWe informed her that another invoice will have generated by January 16, 2016, and she must adhere to the payments she promisedDue to Ms***’s 14-year tenure, her average payments of $over six months, and to assist with her billing concerns, we held collection activity until January 8, Ms [redacted] understands that if the above-referenced payment arrangement is not met, she risks an interruption of service due to a failed payment arrangement, and collection activity will resume We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve her payment concernsShould there be any additional questions or concerns regarding this issue, you or Ms [redacted] can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.ml, Central Time Sincerely, Bridgette F Executive Services Analyst