Sprint Corporation

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Lakenedra [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of MsLakenedra ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives, stating that she was advised that she accepted the iPhone Forever program when she purchased her devicesShe also disputed the balance that is reflected on her account, stating that the monthly charges are higher than what she was quotedShe requested that we update her account to reflect the iPhone Forever program on her lease agreements as well as change her rate plan and apply credit to her account to offset the difference between the actual charges and the amount that she was quoted We appreciate Ms***’s taking the time to provide us with details regarding 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 any misunderstanding that may have occurred related to Ms***’s Sprint billing and lease agreementsUnfortunately, there is no record reflecting that Ms [redacted] accepted the iPhone Forever programSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Sprint Lease Agreements which includes a description of the charges in question Our records further reflect that we identified that Ms***’s monthly service charges are correct based on her selected Unlimited Freedom rate plan when she accepted her device optionsTherefore, we are unable to determine a Sprint error During our October 2, 2017, conversation with Ms***, we advised that, as a result of our review, we sustain that the disputed charges are correct and validShe indicated her understanding of our explanation but reiterated that this was not properly explained to herAlthough the charges are valid, as a courtesy and in an effort to reach an amicable resolution, we offered one-time credits totaling $to Ms***’s account to offset her past-due balance, which she acceptedThose credits will be reflected on her next invoice We are pleased that we were able to resolve Ms***’s issues amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

June 8, 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 the concern of Mr [redacted] to our attentionWe regret any inconvenience that he may have experienced in this matter According to the information provided, Mr [redacted] indicates that his account was assigned to an outside collection agency subsequent to the porting of his account phone numbers to another carrier He states that he received a letter from the outside collection agency requesting payment for the past due balance reflected on his Sprint account He indicates that subsequent to porting his account phone numbers to another carrier, a Customer Care representative advised him that one of the account phone numbers ending in [redacted] would be ported back to Sprint in accordance with his request He further states that it was his understanding that after the phone number ending in [redacted] was ported back to Sprint, it would be activated with a phone previously activated on another account phone number, which was associated with a phone lease that was assessed lease cancellation charges He indicates that the phone number ending in [redacted] was not ported back to Sprint as he anticipated As a result, he states he is disputing the past due balance reflected on his Sprint account and requests that the matter be reviewed The Number Portability process is uniform across all carriers and is regulated via the Federal Communications Commission (FCC); therefore, we are unable to alter the processFor security purposes when we receive or initiate a port request, it is necessary to obtain or verify pertinent billing information regarding the account, which may include, but is not limited to, the account number, account holder's name, phone number and the Social Security Number that is referenced on that account Provided that this information is accurate, the port will be approved in accordance with the wireless industry’s Number Portability guidelines Our records reflect that the above-referenced phone number ending in [redacted] was ported to another carrier on March 1, Prior to this phone number being ported to another carrier, it was activated with an iPhone Plus on January 21, 2016, that was previously activated on another account phone number ending in *** We confirmed that the phone number ending in [redacted] was ported to another carrier on December 24, 2015, and was associated with a cancelled lease and associated End of Lease cancellation charges We also confirmed that the cancelled phone lease for the phone number ending in [redacted] would not be eligible to be transferred to the phone number ending in [redacted] subsequent to the associated phone being activated on the associated iPhone During our discussion with Mr [redacted] on June 1, 2017, we advised him that our review of the account records indicates that the $1,balance reflected on his account is valid for lease cancellation charge and End of Lease charge for the phone numbers ending in and ***, and an Installment Billing Agreement (IBA) balance for the phone number ending in *** Mr [redacted] stated that he did not have a full understanding of the account billing and requested that we contact his wife regarding the matter We subsequently left a voicemail for his wife, Ms [redacted] , at the phone number MrSuitor provided to us We advised Mrs [redacted] that should she or Mr [redacted] wish to further discuss the matter, we can be reached at the phone number reflected in this letter If Mror Mrs [redacted] need 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

August 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on August 8, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’ complaint, she states that the Total Equipment Protection (TEP) option was removed from line ending in [redacted] on account XXXXX [redacted] without her authorizationShe states that she now needs to file a claim, and the option is not available because the option has been removedAs a result, Ms [redacted] is requesting that Sprint replace her stolen phoneBeginning August 1, through September 30, 2016, any customer with an eligible device, not currently enrolled can sign up for Sprint’s Device ProtectionCustomers will be allowed to enroll in Total Equipment Protection (TEP and TEPMAX), TEP Plus (TEPPLUS) and Advanced Protection Pack (APP) programsThe day enrollment rule will be suspended for customers who previously opted out of Device Protection, but all other existing Device Protection rules applyThe customer must have a working device, not in need of repair or replacement in their possessionAny device lost, stolen or damaged prior to adding Device Protection will be ineligible for a claim We spoke with Ms [redacted] on August 10, 2016, regarding her disputeWe advised that our records reflect that on January 22, 2016, the Total Equipment Protection (TEP) option was requested to be removed from the line in questionFurthermore, Sprint issues monthly statements that reflect all billed charges for lines on the accountAfter a detailed account review, we were unable to confirm that there was an attempt to notify us of the error prior to the equipment on the line in question being reported stolenDue to any possible misunderstanding, our office confirmed that Ms [redacted] added the protection plan on the line ending in [redacted] as of August 4, 2016, and a claim was filed through Asurion, our third-party partner who manages a portion of the TEP programThe replacement equipment was activated on line ending in [redacted] on August 11, We regret any inconvenience this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,

June 19, 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 complaint of [redacted] submitted on June 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] filing expressed her dissatisfaction with the outstanding balance due for the return of his Samsung Galaxy Sdevice and, as well as his account being forwarded to an outside collections agencyMr [redacted] requested that Sprint review this matter, apply an adjustment to his account accordingly, and cease collections activity Sprint has reviewed Mr [redacted] ’ complaintAccording to our records, Mr [redacted] established a Sprint account on January 14, 2016, by activating a Samsung Galaxy Sdevice associated with phone line ending [redacted] via Sprint’s Leasing program In addition, he activated a LG Stylo device associated with phone line ending [redacted] via Sprint’s Monthly Installment Billing programFurthermore, on March 1, 2017, Mr [redacted] ported-out the aforementioned phone lines to another wireless service providerAs a result, his account was assessed Lease/Installment Billing accelerated charges plus applicable taxes as indicated on his March 17, billing statement Our records further indicate on March 20, 2017, our Returns warehouse received his Samsung Galaxy Sdevice associated with phone line ending in [redacted] and an adjustment of $was applied to his account to offset the Lease Device Purchase Amount charge, leaving Mr [redacted] responsible for the remaining Lease cancellation charge of $Since Mr [redacted] did not satisfy his outstanding account balance, we are unable to identify any billing errors As such, Sprint considers the charges and our actions to collect the debt to be valid We spoke with Mr [redacted] on June 15, 2017, to discuss his concerns in detail and relayed the aforementioned information to himMr [redacted] confirmed that he kept the LG Stylo device associated with phone line ending in ***In addition, as an effort to resolve this matter, we applied an adjustment of $to offset the remaining Lease cancellation charge In addition, we applied an adjustment of $to offset a portion of the monthly recurring charges, late fee and taxes as reflected on his February, through May billing statements, leaving his account closed with a final balance due of $for the Monthly Installment Billing accelerated cancellation charge for his LG Stylo deviceThe adjustments will appear on Mr [redacted] June 17, 2017, billing statementAfter the $payment is remitted to his account, we have agreed to cease all collections activity for this inquiry Accordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We appreciate Mr [redacted] taking the time to provide us with the details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the remaining balance reflected on her Sprint account after cancelling services and the subsequent referral of that debt to a collection agencyMs [redacted] stated that she closed her Sprint account in December 2016; however, she continued to receive invoices for service Ms [redacted] stated she received a letter from a collection agency in May 2017, attempting to collect an additional payment of $ Ms [redacted] requested Sprint to waive the final balance and remove any negative reporting from credit reporting agencies We regret any possible misunderstanding that may have occurred related to the additional charges posted to her Sprint account after December Our records reflect that Ms [redacted] contacted us requesting to cancel her tablet line of service on December 11, 2016, and was informed of the $Early Termination Fee for cancelling the service prior to the completion of the two-year Service Agreement fulfillment date of January 16, Ms [redacted] disputed the Early Termination Fee and the associated tablet line of service and telephone number ending [redacted] remained active Sprint advertises and provides services in monthly increments If services are terminated before the end of customers’ billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan Our records reflect that Ms [redacted] ported her other lines of service to another carrier on December 17, At which time, Ms [redacted] ’s Sprint account reflected an outstanding balance through the end of her billing cycle, December 24, Additionally, Ms [redacted] ’s Sprint account was assessed the remaining Sprint Leased Equipment charges totaling $and Sprint Installment Agreement of $ Additionally, our records reflect that Ms [redacted] accepted the promotional tablet line of service on January 17, 2017, which provided year of free service and free tablet device; when she accepted a two-year Service Agreement Further, Ms [redacted] ’s remaining tablet line of service was cancelled for non-payment on May 6, 2017, and her Sprint account was assessed $plus tax for the prorated Early Termination Fee for cancelling that line of service prior to the January 16, 2018, fulfillment of the two-year Service Agreement During our conversation with Ms [redacted] on July 26, 2017, we discussed the above-information We confirmed payments of $received on January 16, 2017, and $on May 23, Additionally, we confirmed that the remaining outstanding balance of $is for services used between November and May 2017, late payment fees, and the above-mentioned Early Termination Fee We were unable to identify any Sprint error regarding this matter and respectfully decline Ms [redacted] ’s request to remove any collection reporting Although we were unable to identify any Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered to apply one-time service credits totaling $to offset the monthly recurring service charges assessed between December and May for the tablet line of service and associated late payment fees Ms [redacted] remitted payment of $ These credits are reflected on Ms [redacted] ’s July invoice Additionally, we offered Ms [redacted] the option to return the tablet device and we would apply credits to offset the valid Early Termination Fee Ms [redacted] declined and requested to keep the tablet device In an effort to bring this matter to a close, we offered to settle the Early Termination Fee for $ During our follow up call on August 1, 2017, Ms [redacted] accepted our offer and is aware that the credits should be reflected on her August invoice Ms [redacted] remitted final payments totaling $ As a result, Ms [redacted] ’s Sprint account is closed and reflects a zero balance Ms [redacted] indicated her understanding of the information provided and confirmed that her issues have been resolved to her satisfaction We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our Customer Care representatives Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret the events that led to Ms [redacted] ’s decision to cancel her services but we are pleased that we were able to reach an amicable resolution If we can be of further assistance with these concerns, she 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, Lori KExecutive Services Analyst

February 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with receiving poor coverage for her service area and disputes the Early Termination Fees (ETF) assessed to her cancelled wireless account We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value the feedback and will utilize the input to improve our training processes We regret that Ms***’s experience with service in her area may have fallen short of her expectations or wireless communication needsWe constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customersWe have reviewed Ms***’s network concerns and determined that the sites are operating normally and that the ETFs assessed to Ms***’s account are validHowever, as a demonstration of our commitment to excellence, and to bring closure to this matter, we applied credits totaling $to partially offset the disputed ETFsMs [redacted] confirmed that the issue has been resolved to her satisfaction We regret any inconvenience this matter may have causedIf we can be of further assistance with this issue, or if Ms***’s concerns remain unresolved, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Ayanna Williams-Ward Executive Services Analyst

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

May 19, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our care representatives while trying to resolve a billing issue Mr [redacted] said he cancelled his tablet line with Sprint and was told he did not owe anythingHe said on May 8, 2017, he started receiving emails informing him he had a balance of $He said when he logged into his account online at www.sprint.com, he was unable to see any balance He is requesting we review his account and verify the balance due Our records reflect that Mr [redacted] purchased the tablet for line ###-###-#### on January 29, under a two-year term agreementOur record also reflects the line was cancelled on March 27, Because the tablet associated with this line of service had not satisfied the two-year agreement, the Early Termination Fee was billed to the account totaling $ During our discussion with Mr [redacted] on May 19, 2017, the information outlined above was explained to himMr [redacted] reiterated his dissatisfactionHe said he asked and was told he did not owe anything To demonstrate our commitment to excellence, we offered to adjust the $chargesMr [redacted] accepted the offer, and thanked us for our help We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care representativesWe 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 this matter may have caused, and are happy that Mr [redacted] ’s issue was resolvedIf we can be of further assistance with this matter, Mr [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] 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 In her inquiry, Ms [redacted] stated that after she swapped one of her devices, we billed her $in Subsidized Phone Charges although her device has been paid in full She further stated she previously had the same billing issue and was credited for the charges Additionally, Ms [redacted] described unfavorable customer services experience during her attempts to resolve her billing issue As a result, she requested that we resolve her billing issues Our records reflect that on September 1, 2015, Ms [redacted] purchased the device associated with line of service (xxx) xxx- [redacted] at subsidized pricing with her acceptance of a two-year service agreement Further, our records reflect that she has a service plan for devices that are leased or are on installment billing As a result, we bill a valid $Phone Subsidize Charge per the terms of the service planOur records reflect that prior to the recent device swap; the Subsidized Phone Charge was being waived per a prior goodwill gesture However, when she swapped her device, our system canceled the waiver and billed her again per the terms of her service plan Our records further reflect that on June 27, 2017, a $credit was applied to her account to offset one Subsidized Phone Charge and that the noted waiver was once again added During our conversation with Ms [redacted] on June 27, 2017, we provided the information detailed above and advised her that we would credit the remaining $plus taxes totaling $ Ms [redacted] accepted our offer and we credited her account as agreed We appreciate Ms [redacted] for taking the time to provide us with the details of her experiences with our Customer Care representatives, as 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 we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention Ms [redacted] has requested clarification regarding Sprint’s unlocking policies regarding one of his devices activated on Sprint's network Ms [redacted] stated that he requested to unlock one of his devices five months previously after remitting the required payment; however, Sprint posted the payment to a different device Ms [redacted] has indicated that he would like the device unlocked for use on another domestic carrier’s networkUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a 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 unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Ms [redacted] ’s Apple iPhone 7P associated with phone number ending [redacted] is not eligible for unlocking due to she has not satisfied its service agreement During our conversation with Ms [redacted] on June 28, 2017, she requested to waive the Early Termination Fee assessed to her Sprint account when she ported her services to another carrier on June 20, 2017, due to her dissatisfaction with our network performance at her home We confirmed that Ms [redacted] ’s service address resides in Good coverage Customer’s should expect good service outdoors and may experience good service indoors In good coverage small pockets of poor service may occur based on obstructions, foliage, and terrain Additionally, indoor coverage may be available in certain locations in a building However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage After investigation our network engineers reported that our network is performing within parameter As a result, we respectfully decline Ms [redacted] ’s request to waive the valid Early Termination Fee Additionally, on June 28, 2017, Ms [redacted] remitted payment totaling $to her sprint account, as a result, her above-mentioned handset is eligible for domestic SIM unlocking and that her Sprint account is closed and reflects a zero balance We offered to transmit the SIM unlock information to the device in question; however, Ms [redacted] declined our offer stating that she engaged a third-party company to complete her request We trust this letter responds to your inquiry If I may be of further assistance, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### We are available Monday through Friday from a.mto p.m., Central Time Sincerely, Lori KLori KExecutive & Regulatory Services Analyst

July 27, 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s inquiry, she expressed her dissatisfaction with her monthly Sprint charges being higher than quoted to her during a recent rate plan change She requested that we adjust her charges to meet the quoted amount or terminate her services without any cancellation charges We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing Our records reflect that she is currently subscribed to our Unlimited Freedom Plan that bills at $for the first line of service, $for the second line of service, and $for each additional line of service, up to ten, plus applicable taxes and surcharges Because that rate plan was designed for customers who obtain equipment on one of our device lease or installment billing purchase agreements, an additional $monthly Subsidized Phone Charge per line is billed to customers who obtain their equipment at subsidized, discounted pricing, such as Ms [redacted] did During our July 26, 2017, conversation with Ms [redacted] , we explained the information outlined above We also explained that the disputed Subsidized Phone Charge is valid based on her chosen rate plan and equipment selections Although we are unable to remove the charge or to identify any error on the part of Sprint related to her dispute, we offered to apply credits to offset an amount equivalent to the Subsidized Phone Charges from June until the satisfaction date of her two two-year Subscriber Agreements for her referenced lines of service, due to miscommunication that may have been provided to her at the point of sale Ms [redacted] accepted our offer, and we applied credits totaling $to her account as agreed She then indicated her satisfaction with that resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused but are pleased that we were able to resolve Ms [redacted] ’s reported concerns to her satisfaction If we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Wednesday, Thursday, and Friday from 7:a.mto 5: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: it was not good business practice to refer me to a collection agency and then continue to collect on the debtRegardless of what was in the contract regarding Sprint’s authorization to debit an account I have used in the past, the lack of communication and poor customer service is unbelievable! It further frustrates me that there was a lack of effort to justify the matterI am truly disgusted by the entire situation Regards, [redacted]

December 22, [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 she was unable to use the Sprint network to her satisfaction due to no service at her home, and she stated that the Airave device sent to her did not help with increasing the signal strengthAs a result, she canceled her service, and she is disputing the referral of the $balance to the collections agency We regret any misunderstanding that may have occurredWe communicated with Ms [redacted] today and informed her that the past due balance on her account was referred to a collections agencyWe have not been able to determine that the past due balance is in error; therefore, we referred Ms [redacted] to the third-party collections agency, Enhanced Recovery to discuss the balance by calling toll-free ###-###-####During our discussion, Ms [redacted] stated that she has already contacted the collections agency, and she has been assisted with her concerns We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her concernsShould there be any additional questions or concerns, 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.m., Central Time Sincerely, Bridgette F

April 26, Revdex.com of Greater Kansas City 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 complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was told that his monthly service charge would be $plus taxes He stated that he later received email notification that he has to pay $to prevent suspension of his account Mr [redacted] stated that it was explained his bill was for a full month and prorated charges due to starting service mid-cycleFurther, he stated that his request for a payment arrangement was denied Mr [redacted] requested to confirm the payment arrangement and his monthly bill estimate With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes 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 With respect, we realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available However, not all payment arrangement requests can be honored Upon account review, Mr [redacted] subscribed to the promotional Unlimited Freedom plan for lines of service, at $before $per line auto-pay discount, device charges and taxes, through March 31, We spoke with Mr [redacted] on April 13, 2017, and provided the information above; and his new rates after the promotion ends in March Additionally, we confirmed the payment arrangement which was previously set up for him Mr [redacted] understood the resolution; however he expressed disagreement with the rate plan promotion end date We regret his dissatisfaction, however, we uphold the terms of the promotional offer, which remains valid until March 31, We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed an equipment charge assessed to her Sprint account and with the length of time taken for us to address that matterShe requested that the charge be removed We regret any misunderstanding or that may have occurred regarding Ms***’s disputed equipment charge Our records reflect that the described device charge was assessed due to a delay in processing the return of a device that she purchased but subsequently sent back to us We confirmed that we received that equipment in our warehouse on March 27, 2017, and that credits matching Ms***’s request were applied to her account on that date Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on March 31, April 7, April 10, and April 11, 2017, to discuss her reported concerns and our findings noted above were unsuccessfulIn addition, we sent a letter on April 7, 2017, to her address on file However, Ms [redacted] left a voicemail message for us in which she advised that her concerns were satisfactorily resolved We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

August 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information provided in the inquiry, Ms [redacted] advises that she ported her numbers to another carrier and requested to cancel service on her tablet line She advises that the tablet was not canceled, and her account was charged for additional months Therefore, she is requesting that we cancel the tablet, and refund the payments for the last three invoices, as well as send copies of invoices so she can provide them to her new carrier for reimbursement After a careful review of Ms***’s account, we determined that she ported two numbers on April and 16, 2016; and her tablet line remained active, accruing monthly charges, which she paid for three months Because of a possible misunderstanding regarding the tablet service termination request, the tablet line of service was canceled on July 27, 2016, and we processed a refund check for $for the months that the tablet remained active Also, at Ms***’s request, we sent copies of her invoices We confirmed that Ms [redacted] received the invoices and refund check We appreciate Ms [redacted] for taking time to provide us with the details of her experience with our representatives, as we are continually striving to improve the quality of service provided to our customers Please be assured that customer feedback is invaluable and consistently utilized as we re-evaluate our current processes and training curriculum We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 26, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate you bringing this matter to our attention In Mr [redacted] ’s complaint, he stated that he was offered one-half off the cost of a lease if he upgraded his devices Mr [redacted] obtained two iPhone devices via our Sprint Lease program; however, he has not received any credits for the phones 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 For further information regarding Sprint Leasing please visit www.sprint.com/lease During our investigation, we found a promotion for one-half off of an Apple iPhone GB device obtained with an 18-month lease via [redacted] *** Our records reflect that Mr [redacted] obtained his devices through Sprint and therefore does not qualify for the previously-referenced promotion However, as a one-time courtesy and in an attempt to honor the promotion, we have applied credits totaling $to offset the lease charges for phone line ending in *** Additionally, Mr [redacted] will see a monthly credit of $for the remainder of his lease agreement If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

March 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11188197, [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 our customers’ concerns to our attentionIn MrTishy’s filing, he expressed dissatisfaction with Sprint increasing the price of his Unlimited pricing from $to $per monthMr [redacted] asks that we address his concerns Upon researching Mr [redacted] account, our records indicate that he activated his line of service ending in effective November 2, Our records also indicate that effective November 2, 2014, Mr [redacted] purchased an Apple iPhone Plus device for the aforementioned phone number, via Sprint LeaseMr [redacted] selected the $Unlimited Plan at that timePer the Terms and Conditions of Service that Mr [redacted] agreed to at the point of sale, Sprint “may change any part of the Agreement at any time, including, but not limited to, rates, charges, how we calculate charges, discounts, coverage, technologies used to provide services, or your terms of Service.” Please note, in January 2016, Mr [redacted] received a bill invoice notice from Sprint advising that, effective his February bill, the monthly recurring charge for the $Unlimited Plan was increasing to $per line, per month Sprint notes that this price increase allows us to continue offering the benefits of unlimited plans while giving us the ability to further invest in our new LTE Plus network, which has been clocking blazing speeds nationwideWe remain committed to our customers by delivering unlimited plans and high-speed wireless connections at an affordable cost that sets us apart from other wireless providersOur unlimited plan is still the best value among all national carriers The New $Unlimited plan continues to provide Unlimited talk and textThe new plan also now offers 3GB of Mobile Hotspot, which allows users to connect tablets, laptops, and any other supporting devices to Sprint’s high-speed data network while on the goIn addition, the new plan provides Sprint Global Roaming and Unlimited International Texting We spoke with Mr [redacted] today and he expressed his interest in a one-time credit for the price difference for months with a $bulk credit, to offset the price increase from February through the end of his lease in November We applied credits to his account today totaling $ We regret any inconvenience MrTishy may have experienced as a result of this matterIf he needs further assistance, he can reach me toll-free at [redacted] ext***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

September 1, 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 inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] indicated that the activation of her new Sprint services was delayed due to an order error, which led to duplicate billing that has since been corrected, and that she was denied a promotional contract buyout reimbursement offered by us Ms [redacted] requested that we honor the terms of that promotion and forward a $reimbursement to her and that we provide compensation for her time spent addressing those concerns We appreciate Ms***’ taking time to provide details of her experience with our 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 delay in activating Ms***’ Sprint services, as well as any misunderstanding that may have occurred concerning our referenced promotion Our Marketing department works diligently to ensure that our web site and brochures are accurate and contain information that will allow customers to make informed decisions regarding Sprint products, services, and promotions We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide The referenced promotional offer provides up to $in American Express Reward Card(s) to qualifying customers who port their mobile number(s) to Sprint from specific carriers and activate services on select rate plans with devices obtained at full retail price or financed on one of our lease or installment billing purchase agreements, after deducting the trade in value of devices turned in from the previous wireless To confirm eligibility, participating customers must register for the promotion on our website and forward copies of their final invoices from their previous service carriers including the cancellation charges or equipment pay-off charges Our records reflect that Ms [redacted] activated new service with us on July 13, 2016, by porting in one line of service Our records further reflect that Ms [redacted] received an equipment buyback credit of $for the travalue of her previous carrier’s device, which was applied to her Sprint account on August 24, However, because she activated her new Sprint service with a device that she purchased at a reduced, subsidized price in exchange for a two-year term agreement and not financed on a lease or installment billing purchase agreement, Ms [redacted] did not qualify for the promotional reimbursement During our initial discussion with Ms [redacted] on August 22, 2016, we explained the information outlined above We also explained that, while we regret any frustration her reported concerns may have caused her, we must respectfully decline any compensation for her time However, Ms [redacted] advised that, when she established her Sprint service with the noted two-year term agreement on our website, [redacted] , she was directed to upload her previous wireless carrier’s final invoice for the promotional reimbursement Based on that additional information, we forwarded her dispute to our Marketing department for further review On August 29, 2016, we received notification that Mr***’ request for promotional contract buy-back reimbursement was approved as a one-time exception Unfortunately, our attempts to follwith her on that date and September 1, 2016, to advise of that action were not successful However, our records reflect that, based on Ms***’ Early Termination Fee of $minus the $equipment tracredit that was previously applied to her Sprint account, a $American Express Rewards Card was processed and expedited to her Ms [redacted] should receive that card at her billing address by September 15, We regret any inconvenience these matters may have caused but trust that her reimbursement concern has been satisfactorily addressed If Ms [redacted] has additional questions regarding these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

July 26, 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 of Ms [redacted] has been received by our office and we appreciate your assistance in bringing our customer’s concern to our attention In the information provided Ms [redacted] cited her dissatisfaction regarding pricing for her accountShe indicated that she purchased devices and was quoted a pricing amount for her services and devices, but was being billed at a higher rate than quotedShe requested to have her issue addressed by lowering the monthly pricing to the quoted amount We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Ms***’s inquiry and apologizes for her frustration regarding this matter After review we have found that Ms [redacted] was quoted a lower monthly price point than what is currently billed on her accountAlthough we sustain that the lease agreements are valid, in an effort to bring about an amicable resolution we offered to waive the lease charges on one line of service on her accountThis places Ms***’s current monthly charges at the previously offered price point Ms [redacted] accepted this offer and verified that this resolved her inquiry We appreciate Ms***’s taking time to provide details of her experience with our Customer Care and 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 will utilize this input to improve our training and processes We regret any inconvenience that these matters may have caused Ms*** 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 ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst