Sprint Corporation

[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]

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

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] states he was recently advised his bill would average $per month, with taxes included and service charges for a new line of service; however, his bill was $instead As a result, Mr [redacted] requested that we honor the monthly bill estimate he was quoted as long as he remains a Sprint customer A review of our records reflects that Mr [redacted] added phone number ending in [redacted] on May 18, 2017, to his existing Sprint accountBoth lines were placed on the Unlimited Freedom (with AutoPay) service plan for $per month and enrolled in our Total Equipment Protection (TEP) program for $each per month; however, the outlined monthly amount did not include any equipment charges Additional equipment charges are optional and can vary depending on the customer’s device of choice and purchase option Our records reflect two Installment Billing Agreements (IBA) on the account, one associated with each line of service and its corresponding device, for which a monthly installment fee applies per month As a result, Mr [redacted] ’s monthly bill estimate for his service plan, TEP, and two IBAs is $before taxes; therefore, he is being billed accurately according to the outlined information We spoke to Mr [redacted] on July 14, 2017, and explained our aforementioned findings Furthermore, with respect, we outlined that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections, device Lease or Installment billing options, and additional purchases or subscriptions can result in invoice balance changes Mr [redacted] expressed his dissatisfaction with our findings, reiterating his request to have the bill estimate he states was quoted honoredHe further stated that he would not have added a new line had he been informed of the true bill estimate Due to any possible misunderstanding related to Mr [redacted] ’s monthly bill estimate and in an effort to reach an amicable resolution, we offered to issue a one-time credit of $to offset the difference between $and $179.22, for twelve months We are pleased to inform you that Mr [redacted] accepted our credit offer Accordingly, Sprint considers this matter fully addressed and resolved As a result, no future account credit will be applied If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

July 12, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: ... On June 30, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] ***. According to the information provided, Ms. [redacted] attempted to sell her preowned Samsung Galaxy SIII device; however, she was informed that it was marked as lost or stolen. Ms. [redacted] is requesting that the device be removed from the lost or stolen file as it was never lost or stolen. Ms. [redacted] also expressed her dissatisfaction with the level of service received from Sprint. We appreciate your assistance in bringing Ms. ***’s concerns to our attention. We appreciate Ms. [redacted] taking the time to provide us with the details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. ***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any frustrations Ms. [redacted] may have experienced while attempting to resolve her concerns. On July 9, 2016, we contacted Ms. [redacted] to discuss her concerns in detail. Regrettably, we were unable to determine when Ms. ***’s Samsung Galaxy SIII device was marked as lost or stolen. However, we confirmed that the lost or stolen flag had been removed from this device effective June 29, 2016. If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Susan F. Executive Services Analyst

March 9, 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 her original filing, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her unsuccessful attempts to dispute a non-returned equipment charge assessed to her Sprint account for a device that she already returned to us She requested that the device charge be removed from her account In her most recent filing, she advised that she accepted our December 13, 2016, resolution; however, the charges had returned on her January invoice As reflected on our December 13, 2016, response, we regret any misunderstanding that may have occurred regarding the status of Ms [redacted] ’s equipment return and referenced billing disputeOur research revealed that her recent equipment upgrade was applied to one of her lines of service but that the offsetting equipment return was inadvertently processed to another of her lines of service, which led to the disputed billing To resolve Ms [redacted] ’s dispute, we updated the device exchange documentation associated with her account to reflect on the proper line of service and applied credits totaling $her account on December 13, We regret any misunderstanding that occurred with regard to Ms [redacted] ’s January 6, 2017, invoice This invoice does not reflect additional charges for the returned device, as Ms [redacted] had described Rather, the charges that she noted were installments for the iPhone device currently in her possession These charges are correct and valid During our March 9, 2017, conversation with Ms [redacted] , we advised her of the information outlined above We value Ms [redacted] as our customer To meet our commitment to excellence in customer service, we applied credits totaling $to her account to offset unrelated voice overage charges and late payment fees for her January and February invoices Ms [redacted] expressed satisfaction with our resolution We regret any inconvenience these issues may have caused Ms [redacted] If we can be of any further assistance with these matters, 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 Tell us why here

Tell us why here...August 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] A [redacted] - [redacted] This complaint was served to Sprint on August 18, Ms [redacted] - [redacted] filing expressed her dissatisfaction with being provided misleading information from a Sprint retail sales representativeAccording to Ms [redacted] - [redacted] , when she established her service with Sprint on February 6, 2016, she was informed that she qualified for a free Sprint pocket deviceHowever, she was assessed monthly recurring chargesMs [redacted] - [redacted] requested to return the Sprint pocket device, and provide her with a refund of $to her account to offset the seven months of payments that was remitted for the service Sprint has reviewed Ms [redacted] - [redacted] ’s complaintIn an effort to investigate Ms [redacted] - [redacted] ’s account concerns, we engaged the retail stores management team for further assistanceAs a result, our retail stores management team contacted Ms [redacted] - [redacted] to amicably resolve this matter, and agreed to allow Ms [redacted] - [redacted] to return the device at the Sprint retail store locationIn addition, an adjustment of $was applied to Ms [redacted] - [redacted] ’s account to offset the payments that were remitted We spoke with Ms [redacted] - [redacted] on August 24, to discuss her concerns and advised her of our investigated findingsAt which time, Ms [redacted] - [redacted] expressed her satisfactionWe apologize for any inconvenience Ms [redacted] - [redacted] may have experienced while attempting to resolve her issueShould Ms [redacted] - [redacted] require further assistance with this matte, we urge her to contact the undersigned at the below phone number We trust this letter responds to your inquiryIf we may be of further assistance, Ms [redacted] - [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

October 20, 2016 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’ supplemental concerns to our attention. According to the information received, Mr. [redacted] stated he was provided misinformation at the point of sale regarding what his monthly cost would be and what service plan his account was put on. In Mr. [redacted] ’ original inquiry, he stated that at the point of sale he was advised his monthly charges would be $130, not including equipment protection on the devices, tax and fees. He stated that the iPhones were supposed to be buy one get one free and that there would be no data overage charges on his service plan, as the speed would slow down to 2G speeds when he reached his data limit. He stated that his monthly bill varies each month. In addition, he stated that he was advised that we would pay his device cancellation fees with his previous carrier, however after porting his number’s to Sprint, he was advised that he would receive part of the cancellation fee with a Reward Card and the other part as an account credit. He stated that his account with his previous carrier was turned over to collections since we did not pay the cancellation fees. He is requesting to cancel his service with a waiver of the cancellation fees. 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. Further, 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. Upon activation of service, Mr. [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase. Furthermore, we were able to locate his electronic service agreement which was emailed to him upon his activation of service. Based on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plan. His monthly invoice for September 2016 was higher because of data overage charges. Further our records reflect that Mr. [redacted] is receiving the promotional offer of buy one get one free for his devices. Further our records reflect that Mr. [redacted] is on Mobile Choice 15GB service plan on his five devices. This plan includes data notifications, but no suspension and data overages are charged at 1.5 cents a MB or $15 per GB. This plan does not include unlimited 2G speeds. We conducted an internal investigation and determined that Mr. [redacted] was provided the correct information regarding his monthly cost at the point of sale. However, he was advised that his service plan would have unlimited 2G speeds after he exceeded the 15GB limit which is incorrect. We spoke to Mr. [redacted] on October 17, 2116, and provided him with the above-referenced information. In an effort to reach an amicable resolution, we offered to change his service plan to a 25GB promotional plan which includes unlimited 2G speeds, at the same cost as his current plan. He accepted our offer and his service plan will begin with his next billing cycle on November 13, 2016. In addition, we agreed to credit Mr. [redacted] for any overages that he may accrue during his current billing cycle. We will follow up on his next invoice to determine if there are any overage charges and will make any necessary credit adjustments. We regret any inconvenience these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:45 a.m. and 5:45 p.m. Central Time. Sincerely, [redacted] R. Executive Services Analyst

June 16, 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 with bringing our customers’ concerns to our attention According to the information provided Ms [redacted] states that she was experiencing problems with her Samsung device and when she visited her local Sprint Service and Repair center, she was led to believe that she could send her defective device to Samsung and set up a new line of service with Sprint for a new device until she received her replacement deviceShe further states that after receiving her replacement device back from Samsung, Sprint would not allow her to cancel her new line of service and return the device without incurring cancellation charges As a result, she is requesting that Sprint cancel the new line of service and allow her to return the device without incurring any cancellation charges Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsIf a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within days of activation (day of the days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned) We confirmed that Ms [redacted] activated service for wireless telephone ending [redacted] on May 14, 2017, via Sprint Lease Agreement option Our records reflect the she cancelled wireless telephone ending [redacted] on June 7, 2017, outside Sprint’s 14-day Satisfaction Guarantee timeframeTherefore, her account was billed the applicable equipment finance agreement cancellation and lease device purchase pay-off charges assessed due to her terminating her Sprint services prior to satisfying that agreement Although we confirmed that the disputed charges assessed to Ms [redacted] Sprint account are valid, we offered to credit the Lease Cancellation charges incurred with the return of her equipment in like-new condition Ms [redacted] is aware that she would be responsible for the Lease Purchase charges totaling $ To facilitate the return of her equipment, we sent a return kit to her home address After the equipment is received in our warehouse, we will apply a credit to her account to offset the disputed chargesPlease be aware that the label is time sensitive; therefore, the equipment should be returned within days from the date that the return label is received The above-referenced account will remain in “escalated status” with our office until July 3, 2017, to allow sufficient time for the equipment to be received in our warehouse If we may be of further assistance with this concern, Ms [redacted] can contact me 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, Sean [redacted] Executive Services Analyst

July 10, 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] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she expressed her dissatisfaction with monthly recurring charges assessed to her account Ms [redacted] stated that she was advised when she upgraded her devices at a Sprint retail location that she was quoted $for monthly service charges Ms [redacted] requested that Sprint review this matter, allow her to return her tablets or cancel her account Upon upgrading her devices and adding two tablets to her account in February 2017, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchases and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement, Monthly Installment and Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her devices We spoke to Ms [redacted] on July 7, 2017, and advised her of the above information Further, although we maintain that no credit is due, in an effort to ensure a satisfactory and mutually acceptable resolution, we offered a onetime goodwill credit of $to offset the monthly recurring access charges and taxes reflected on her July 9, invoice Ms [redacted] accepted our resolution and confirmed that this matter has been addressed to her satisfaction and did not require further assistanceThe adjustment will reflect on Ms [redacted] ’s August invoice We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and retail location We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [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 1, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , Crystal G [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry of Ms. Crystal G [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms. G [redacted] states she has been unsuccessful in her requests for an itemized bill displaying validity of her balance of $695.82, after she ported out her phone number. As such, Ms. G [redacted] is requesting the balance be reduced and negative reporting removed. Effective September 19, 2014, Sprint launched the Sprint Lease program, an 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. Our records reflect that on November 5, 2015, Ms. G [redacted] agreed to a 22-month Lease Agreement. Our records further reflect that Sprint received a port-out request on March 7, 2016. At that time Ms. G [redacted] ’s account was closed and automatically billed the Lease Cancellation Charges and Lease Purchase Price Option amount for her unfulfilled lease agreement and unreturned phone, in addition to her monthly service charges. We spoke to Ms. G [redacted] on July 27, 2017, and determined the invoices which outline her charges are for the months of March and April 2016. Further we mailed reprints of the invoices to her confirmed mailing address on file. We advised her to allow 7-10 days for receipt of her invoices to arrive. Further, we informed Ms. G [redacted] we are unable to determine that the disputed charges incurred were the result of any error on the part of Sprint; therefore upon payment in full, we will advise that the debt has been paid. We appreciate Ms. G [redacted] taking time to provide details of her experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. If we can be of further assistance, Ms. G [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 ext. 6192. 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

May 24, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB 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 attention. We regret any inconvenience that he may have experienced as a result of this matter. According to the information provided in the inquiry, Mr. [redacted] indicates that he returned a phone that was sent to him after he placed the associated phone order with our Telesales representative. As a result, he disputes charges subsequently reflected on his account for unused service charges after the return of his phone. During our discussion with Mr. [redacted] , we confirmed with him that our account records reflect the return of the above-referenced phone to Sprint. We also confirmed that the phone’s Installment Billing Agreement (IBA) was cancelled. We advised him that we applied a $70.20 account credit to offset unused service charges subsequently reflected on the account, including taxes, applicable fees, and surcharges. We confirmed with him that his account is in final status with a zero balance. He stated that the matter was resolved. Should Mr. [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 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Patricia S. Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of [redacted] This complaint was served to Sprint on August 4, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the remaining balance reflected on her Sprint accountAccording to Ms [redacted] , she canceled her account as a result of her dissatisfaction with Sprint’s coverage and NVP discount processMs [redacted] is requesting that Sprint apply a credit to her account to cover the cost of the Early Termination Fees incurred and honor a monthly 18% NVP discount to cover the remaining account balance Sprint has reviewed Ms [redacted] ’s complaint and notes that our records reflect that Sprint provides adequate coverage in Ms [redacted] ’s local calling area based on her address in [redacted] In addition, Sprint confirms coverage based on the service address our customer provides at the time of activationContinuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation We further note that as outlined in our Terms and Conditions of Service, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoors Please note that in order to receive a National Value Program (NVP) employee discount upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their NVP employee discount eligibility when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verify Our records reflect that in April 2015, Ms [redacted] ’s discount eligibility was confirmed and scheduled to appear on her May billing statementHowever, Ms [redacted] canceled the account in April In August 2015, Sprint contacted Ms [redacted] at phone number [redacted] In an effort to resolve this matter, Sprint has applied a total courtesy credit of $to Ms [redacted] ’s account to cover the cost of the Early Termination and Late Fees incurred, including a $courtesy creditMs [redacted] ’s account is now canceled and reflects a zero balanceMs [redacted] expressed her satisfaction with the resolution in this matter We are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Sprint regrets any inconvenience this matter may have caused Ms [redacted] If I can be of further assistance, you may contact me directly by calling ###-###-####, Monday through Friday, between 8:a.mand 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera L Executive & Regulatory Service ###-###-####

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Ms [redacted] ***, filed on behalf of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] states that [redacted] has been charged for long distance calls even though Sprint is not their preferred long distance carrier As a result, she is requesting that this matter be reviewed Sprint's records do not include an account for Ms [redacted] or [redacted] The charges of $for telephone ###-###-#### that Ms [redacted] and [redacted] are disputing is for non-discounted “casual toll” calls that were routed across the Sprint network Casual toll calls may be routed to Sprint in two ways: 1) the caller dials Sprint’s carrier access code of [redacted] prior to dialing the terminating number, which overrides the primary carrier on a call-by-call basis, or 2) Sprint may be connected as the primary carrier on a telephone line which is not listed in our customer database In these instances, the call charges are forwarded to a third-party agency for billing on Sprint’s behalf since we have no account information available for these callers Although the disputed charges represent valid use of Sprint’s network, we credited these charges in full as a gesture of goodwill on May 9, We also recommend that Ms [redacted] and [redacted] contact their local telephone company to ensure that their long distance is connected to the carrier of their choice, if they have not done so already If Ms [redacted] need further assistance regarding this matter, she 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., Central Time Sincerely, Sean JExecutive Services Analyst

April 6, 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 above referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] states that when she established service with Sprint in October 2016, she believes she was to receive a monthly BOGO promotional credit to offset the cost of her Apple iPhone devices; however, she has not received the credits As a result, she is requesting that Sprint review this matter During our discussion with Ms [redacted] on April 6, 2017, we confirmed that the phones activated on her wireless line of service for account xxxxx [redacted] did not qualify to receive the noted iPhone promotional discount offer During the timeframe Ms [redacted] established her account, the promotional BOGO offer required the purchase of two iPhone devices via a Lease Agreement Upon our review of this matter, we were unable to confirm that Ms [redacted] was misinformed about the details of the aforementioned promotional offer However, to fulfill an offer that Ms [redacted] believes was extended by our Customer Care representatives, and to bring closure in this matter, we added a recurring monthly promo to her account on March 20, 2017, that will award a $service credit to her account to offset the promotional credit for the monthsThe promotional credit of $is scheduled to apply on the 1st of every monthMs [redacted] stated that she understood and that the matter is resolved to her satisfaction Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes We regret any inconvenience that Ms [redacted] experienced in this matter If she needs further assistance, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Sean JExecutive 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, [redacted] ***

May 26, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kanas City, MO 64114 Re: BBB Inquiry [redacted] , [redacted] , [redacted] E. Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] , which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customer’s concerns to our attention. In the information provided, Ms. [redacted] stated that she is being charged for phones she does not have, and she indicated that her monthly charges have increased to above $400. Furthermore, she noted that her service is interrupted even though the balance has been paid. As a result of these issues, she is requesting that credits be applied to her account, that her billing be corrected, and that she be allowed to terminate her service without assessment of cancellation fees. We attempted to contact Ms. [redacted] on May 12, May 24, and May 25, 2017, via email and phone. We also mailed a letter to her home address on May 24 advising of our attempts to reach her; unfortunately, our attempts have been unsuccessful and she has not contacted us. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a Personal Identification Number (PIN) and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, should Ms. [redacted] still have questions or concerns regarding this matter, she can contact us by calling the toll-free number in the final paragraph and provide the aforementioned security information before we can discuss the account or assist her with her concerns. In order to address the fraud-related matters mentioned in Ms. [redacted] ’ inquiry, we referred the details of her concerns to our Fraud department for further review. After a thorough review of our records, we were unable to identify any fraudulent activity. However, we are eager to speak with Ms. [redacted] so that we may address her account concerns and provide a more detailed explanation of our account findings. We regret any inconvenience that Ms. [redacted] may have experienced while attempting to resolve her account concerns and look forward to speaking with her. Should there be any additional questions or concerns regarding these issues, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Bridgette F. Executive Services Analyst

July 6, 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 in November and December 2016, she took advantage of a promotional offer for an iPhone 7 for 50% off with a lease agreement. In addition, she stated that that she is supposed to be receiving monthly credits for the lines ending in ***, [redacted] and ***, which to date, she is not receiving. She further stated that she contacted our Customer Care department for assistance; however, this matter is unresolved. As a result, she is requesting a resolution to this issue. Our records reflect that Ms. [redacted] is receiving a monthly credit in the amount of $13.59 for the numbers ending in [redacted] and ***. We have determined that Ms. [redacted] did not qualify for the 50% off promotion for the iPhone 7 for the remaining numbers on her account, which are referenced above. 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 to Ms. [redacted] on June 29, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered an account credit in the amount of $244.62 to be applied immediately and $244.62 to be applied after her July 10, 2017, invoice prints. This amount is equal to 50% off two of the iPhone 7 devices that she purchased on lease agreements and will be used to cover her monthly service charges until depleted. She accepted our offer and understands she will still incur the full lease charges on the lines that were not eligible for the promotion. Accordingly, the credit for one of two in the amount of $244.62 was applied to her account. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms. ***’s feedback regarding her interactions with our Customer Care and Retail Store 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. ***. 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

October 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] states that four additional lines were added to her account without her authorization Ms [redacted] would like to have the lines cancelled and the charges removed from her account She would like to cancel her service if the lines and associated charges are not removed We spoke with Ms [redacted] on October 24, 2016, and advised that our Fraud Department has investigated the dispute in question and confirmed fraud on the account The unauthorized lines have been cancelled the resulting charges adjusted Ms [redacted] confirmed that these actions have resolved her inquiry To prevent the unauthorized activation of another account in Ms [redacted] ’s name, we have added instructions to our database that will require individuals attempting activation using her personal information to visit a local Sprint store for identification verification We regret any inconvenience that this matter may have caused If Ms [redacted] has any questions or if I may be of further assistance with this matter, I 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, Leland [redacted] *Executive Services Analyst Tell us why here

[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 the resolution is not satisfactory to me because it still didn't address the fact that I am paying $a month more than I was told...but I no longer want to deal with this issue and Sprint has made it clear there is no more they can do Regards, [redacted] ***

Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:Back in October a Sprint employee got into my account and fraudulently opened 4 lines totaling more than $3,000. I contacted the fraud department who then started their investigation. Every time I contacted the fraud... dept or tried to make a payment to my account, I was told payments can't be made due to the investigation pending. 4 months later I wanted to go under a payment arrangement since the bill is over $1,000. They now want the entire bill paid by the 3rd of March or my phone will be disconnected . I have had nothing but issues with Sprint and this is the last straw. I want out of my contract without having to pay any fees, so I can go to a better company.TranslateDesired Resolution / OutcomeDesired Resolution:Contact by the businessselectDesired Outcome:I want them to do whatever they possibly can to put me on a payment arrangement so that I can make th payments I was told not to make. Also, I want out of my contract with them without any fights or early termination fees. This is the last straw with Sprint.