Sprint Corporation

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

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, 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

[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]

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

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

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

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

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

Tell us why hereRevdex.com Case [redacted] , [redacted] *** Sprint Account XXXXX0740, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** submitted on behalf of Sprint account holder Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s filing, he expressed his dissatisfaction with inability to receive the correct Airave device to improve his indoor coverage, which will work with his devicesMr [redacted] indicated that he attempted to resolve this matter with our Customer Care group, without success Mr [redacted] requested that Sprint review this matter and send him the appropriate Airave deviceWe regret any misunderstanding or delay that may have occurred regarding Mrand Ms***’s Airave device requests Our records reflect that Mr [redacted] contacted our Customer Care group on October 13, 2017, regarding issues with his previous Airave deviceAt that time, his concerns were forwarded to our Technical Support team for review and troubleshooting As a result of that interaction, we identified the Airave device would not power on We spoke with the account holder, Ms [redacted] on January 26, 2018, and confirmed the information noted above We also identified that we were unable to ship the Airave device to her at her billing address of record due to being a P.OBox instead of a physical address Accordingly, Ms [redacted] provided us with a physical address to use for the requested shipment of the Airave device As a result, we processed an order for a new Airave device to be sent to her noted address We ask that Ms [redacted] allows approximately 3-business days to receive the Airave device from date of processingMs [redacted] expressed her satisfaction with Sprint’s efforts to resolve her concernsShould Mror Ms [redacted] require further assistance with this matter, they may contact the undersigned directly at the phone number noted below at their earliest convenience We appreciate Mr [redacted] taking time to provide details of his 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 Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mror Ms***If we can be of further assistance with this concern, they can reach me directly by calling our Executive & Regulatory Services department toll-free at 844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Terrance [redacted] Executive & Regulatory 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

[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]

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I just spoke with you on the phone and You asked me to send this in writing. I would like to keep my case open as I never received a letter in the mail from sprint and I have left numerous messages for Ms. Ladonna in regards to a set date/time so we could discuss the pending matter. I have only received one call back. Please let me know what the next step is. I hope you have a great day!Best Regards, [redacted] ( [redacted] ***) Regards, [redacted]

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

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

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

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