Sprint Corporation

To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Ms [redacted] on May 2, 2016, regarding her account concerns We are confident her issues have been addressed and resolvedIn her inquiry, Ms [redacted] indicated she has been provided inconsistent information from our stores and customer service and believes she is being assessed hidden fees Consequently, she canceled her phone line of service but still has two tablets with us She is also disputing her current account balance and the $Account Spending Limit Fee As a result, she is requesting that these matters be reviewedWe reviewed Ms [redacted] ’s account and confirmed she canceled her phone line ending [redacted] on November 13, Consequently, she was assessed a lease cancellation fee on her December7, 2015, invoice because the terms on her lease were not fulfilled Her account fell past due and as a result, her two tablet lines of service were suspended on December 22, A payment posted to her account on March 7, 2016, and it reactivated her two tablet lines Because her service was suspended, we did not bill her monthly plan cost for the two lines of service, only late fees As a result, her March 7, 2016, invoice was only assessed a late fee for $ When her April 7, 2016, invoice posted, she was assessed the arrear monthly plan costs, a late fee and a reconnect fee This resulted in the $balance she mentioned in her complaintWe confirmed Ms [redacted] called our customer service department on February 8, 2016, and requested cancellation of one of her tablets The request was not processed because her account was suspended for non-payment Her tablet line of service has since been canceled and we issued credit for the monthly service plan cost from February 8, 2016, to current In addition, we canceled her second tablet on May 3, As a gesture of goodwill, we also applied credit for her late fees and the reconnect fee Ms [redacted] was satisfied with the resolution and her new account balance is $Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms [redacted] Furthermore, Ms [redacted] ’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us Our system will electronically monitor and may interrupt her service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blockedService interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be exploredSprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s accountWe regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

Sprint is in receipt of the inquiry of Mr [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention We are pleased to advise you that we spoke with Mr [redacted] on April 14, 2015, and reached a mutual resolution for his concernsWe advised Mr [redacted] that we regret any inconvenience that he may have experienced and his feedback will be used to improve our servicesAs full resolution of his dispute, Mr [redacted] agreed to return his wireless device in exchange for the waiver of his Early Terminations Fees plus applicable taxesWe provided prepaid UPS label [redacted] to facilitate Mr [redacted] ’s return within the next daysWe also advised him that the return verification and credit process may take up to three weeks for completion If you or Mr [redacted] has any questions, please contact us directlyWe can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at 1-855-848-or ( [redacted] We are available Monday through Friday from a.mto p.m., Central Time Sincerely, [redacted] * [redacted] * Executive Services Analyst

January 12, 2018 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB Complaint [redacted] , [redacted] *** Sprint Account XXXXX0487 Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. In her follow-up inquiry, Ms. Ms. [redacted] stated that she recently received notification from her financial institution that a payment she made on December 1, 2017, for $227.20 was reversed by Sprint. As a result, she is requesting that we credit the $227.20 payment that was made on her account. During our discussion with Ms. ***, we advised her that our records reflect that she made a payment in the amount of $168.41 on October 13, 2017. Further, she disputed the payment with her credit card company and the payment was reversed on November 28, 2017, and reflected on her December 2017 invoice. Additionally, a refund for $168.41 was processed on October 30, 2017. She also made a payment of $227.20 on December 1, 2017, and this payment has not been reversed and no action has been taken by us in regards to this payment. As a result, if Ms. [redacted] has any additional concerns regarding these payments we request that she contact her financial institution. If Ms. ***’s needs further assistance in addressing this matter we ask that she contact us by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211 extension ***. I am available Monday, Tuesday, Thursday, and Friday from 8 a.m. to 5 p.m., Central Time. Sincerely, Tobias T. Executive Services Analyst

June 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsAshely *** We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] disputed a $assessment to her Sprint account for a device that she returned to us and requested that we remove that charge We regret any misunderstanding that may have occurred related to Ms***’s returned equipment and associated billing Our records reflect that her May 2, 2017, invoice included a $Equipment Non-Return Fee for a device that was previously exchanged because her defective device was not returned to our warehouse prior to that invoice generating To date, that returned equipment has not yet been received by our warehouse During our conversation with Ms [redacted] on May 26, 2017, we explained the information outlined above We also identified that she canceled the line of service associated with the referenced device on May 22, 2017, and was billed an additional $for accelerated device financing-related charges, pursuant to the terms of her accepted financing agreement Ms [redacted] advised that she has not yet returned the malfunctioning device to us as previously committed She agreed to return that equipment to us promptly To facilitate that return, we mailed a prepaid kit to her at her address of record Ms [redacted] is aware that the credit to offset the disputed Equipment Non-Return Fee will be credited once the return of her malfunctioning equipment is confirmed in our warehouse In addition, as a demonstration of our commitment to excellence, we advised Ms [redacted] that we have temporarily updated her account to suspend further collections activity and service interruption to her remaining lines of service for up to days, pending the verified return of the referenced malfunctioning device However, we informed her that she must remit her payments as committed by her payment arrangements to prevent further collections activity Ms [redacted] was satisfied with resolution We regret any inconvenience these matters may have caused Ms*** If we can be of any further assistance related to 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, Minnie SExecutive Services Analyst

Tell us why here September 29, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced supplemental inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal filing, Ms [redacted] expressed her dissatisfaction with our response to her previous filing stating that her issue has not been resolved to her satisfaction We spoke with Ms [redacted] on September 28, 2017, and she stated that she wants to access her account by entering her password one time We advised that we would contact our Web team regarding her reported concern Our Web team was not able to find any log in issues with our website Our records reflect that Ms [redacted] was able to access her account in August Furthermore, we confirmed that she successfully accessed her online account on September 11, We contacted Ms [redacted] again on September 29, 2017, and we provided the information detailed aboveShe stated that she has not recently attempted to access her online account We advised her that going forward, she should not have issues; however, if she does, she can contact our office Ms [redacted] agreed to contact us if she has issues when she attempts to access her online account If we can be of further assistance regarding this matter, 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

[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: I am sick of sprintEvery time I call to change my plan to save money I wind up paying moreTranslate Desired Resolution / Outcome Desired Resolution: -- Select your Desired Settlement -- select Desired Outcome: Fix my plan please Regards, [redacted]

January 31, Revdex.comWard Parkway, Suite 401Kansas 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information received, Mr [redacted] stated he previously filed a claim with Asurion for a replacement device and since his device was not available he received a different color and configuration device He stated he recently attempted to upgrade to a new device since his account is eligible and he has been unable to upgrade because the system is requesting that he turn in the original leased device that was replaced by Asurion Mr [redacted] is requesting assistance with upgrading to a new device During our conversation with Mr [redacted] on January 25, 2017, we explained that a system issue occurred which resulted in his account inadvertently not being able to upgrade to a new device without turning in the original leased device We escalated this issue to our Retail Management team on January 25, 2017, and they were able to assist Mr [redacted] with upgrading to a new device on January 26, We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If Mr [redacted] has any additional questions, he can contact me by calling this department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:30p.m., Central TimeSincerely, Jennifer F.Jennifer F.Executive Services Analyst

December 23, [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 inquiry of Mr [redacted] This inquiry was received by Sprint on December 15, 2015, and we appreciate having the opportunity to respond In his inquiry, Mr [redacted] disputed the $monthly term access charge associated with the Sprint Family Share Pack plan, citing that he was misinformed regarding the Monthly Recurring Charges associated with his equipment purchaseAs a result, he is requesting that he be allowed to return the equipment without incurring an Early Termination Fee (ETF) We appreciate Mr [redacted] for taking the time to provide us with the details of his 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 In response, Sprint notes that monthly access charges are applicable and vary for each data-sharing device on the Sprint Family Share PackCustomers that select the Sprint Easy Pay, pay full price or bring their own compatible phone are billed an additional $data access charge, per line of serviceHowever, customers that elect to purchase a discounted device with a two-year service agreement will incur an additional $term access charge, per line of service We are pleased to inform you that we contacted Mr [redacted] on December 21, 2015, to address his account concernsAfter review, our records reflect that Mr [redacted] purchased a discounted Samsung Rant device which included a two-year service agreement effective December 3, Although we determined the ETF associated with his account as valid, in an attempt to reach an amicable resolution, we offered to waive the ETF associated with Mr [redacted] ’s accountThis offer is contingent upon the return of the equipment associated with the applicable line of serviceFor his convenience, we have forwarded a prepaid return envelope to him to facilitate the return of his deviceMr [redacted] agreed to follwith our office to finalize his account concernsWe ask that the return transaction be completed no later than January 23, We regret any inconvenience that this matter may have caused Mr [redacted] If we can be of further assistance, you or Mr [redacted] can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time Sincerely, Ayanna [redacted] 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 meThank you so much for your help! They did not charge me the $because they were made aware that I was deployedThank you Revdex.com! Regards, [redacted]

September 13, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] Sprint Case [redacted] Sprint Account xxxxx***, [redacted] To whom it may... concern: The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information in his inquiry, Mr. [redacted] stated that he believes that he was he misinformed and is dissatisfied with the level of customer service he received while attempting to address several issues with his account, including billing, payment and upgrade issues. He is requesting that Sprint waive all charges on the account. Our Marketing Department works diligently to ensure that the information included on our website and in our marketing material are accurate and contain the information that will allow customers to make informed decisions regarding Sprint services and coverage. 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 and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. Effective September 19, 2014, Sprint launched the Sprint Lease program, 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. Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your device. (Sprint Prepaid customers are not eligible for these options). On January 2015 statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changing. Customers can purchase a discounted device with an annual term agreement after 24 months since last device purchase. Sprint leasing or Easy Pay options may be available sooner. Customers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized device. Customers with subsidized devices may be subject to a higher monthly rate when moving to certain plans. Further information can be view on www.sprint.com/upgrade. During our conversation with Mr. [redacted] on August 30, 2016, we informed him of the above information. Further, we informed him that our records reflect that he entered into Sprint Lease agreements for the promotional offers received for two phones and two new phone numbers, which were added to his account at that time. Our records also show that he elected to add a Tablet device to his account and at that time he also requested to change his service plan to the 1GB Data Shared Plan. Additionally, Mr. [redacted] confirmed his agreement of the new service plan, his monthly bill amount, the two Lease Agreements for the two phones on the BOGO promotion, and the Monthly Installment Agreement for the Tablet device by his signature on file at the point of sale, when he added the Tablet device. Further, our records show that Mr. [redacted] ported out and/or cancelled multiple phone numbers on his account which are associated to active agreements; as a result those lines were automatically billed the accelerated charges in accordance with each of those unfulfilled agreements. As a result, we maintain that those charges are valid. 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 reviewed Mr. ***’s account and notes that we are unable to substantiate any billing errors. The plan is billing accurately based on the selections made by Mr. [redacted] at the point of sale. Mr. [redacted] was offered a switch to the 1GB Better Choice Plan and elected to make that change at the point of sale. Additionally, since Mr. [redacted] subscribed to Sprint Total Equipment Protection (TEP) on all his phone lines for this account. Therefore, if the problem with Mr. ***’s devices is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his devices will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr. [redacted] will be charged $25 for each subsequent visit to a Sprint service and repair center, if his devices requires repair or replacement within a rolling 12-month period. If the problem with Mr. ***’s devices is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $50 up to a $250 deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment is due as stated on your bill. We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if available. However, not all payment arrangement requests can be honored. We have reviewed Mr. ***’s account and recent communications to Sprint. Our records reflect that we have worked with Mr. [redacted] on multiple occasions in an effort to bring his account current and our records reflect we previously notified him that his account balance was past due. In addition, we previously explained that we may at any time, based on usage history, withdraw or change services, or place limits or conditions on the use of our services. Mr. [redacted] provided feedback regarding his recent interactions with our Customer Service representatives. We appreciate him taking the time to provide us with the details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize his input to improve our training and processes. We regret any inconvenience that these matters may have caused. If I can be of further assistance, Mr. [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, John C. Executive Services Analyst

We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance due reflected on her Sprint account, citing that the charges are higher than she expected and that she was advised that there would be no monthly service charges associated with the tablets for the lines of service ending in [redacted] and ***She requested to cancel her services with return the leased devices We appreciate Ms [redacted] ’s taking the time to provide us with details regarding her experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billingPursuant to our discussion with Ms [redacted] on May 17, 2016, we identified that her monthly service charges are correct based on her selected rate plan and that the rate plan for her tablets appears to be the most cost-efficient plan for her wireless communication needs based on her usage history Ms [redacted] indicated her understanding of our explanation but reiterated that the charges reflected on her monthly invoices were not properly explained to her prior to purchasing and activating the tablets on September 8, Therefore, due to any miscommunication that may have been provided to her at that time and to retain her continued business, we applied one-time credits totaling $to her account to offset the monthly service charges associated with Sprint phones (XXX) XXX- [redacted] and (XXX) XXX-***Further, at Ms [redacted] request, we canceled the lines ending in [redacted] and ***, and agreed to credit the remaining cost of the tablets in her agreements, contingent upon the return of her equipment To facilitate the return of her tablets, we sent a prepaid shipping label to Ms [redacted] ’s e-mailPlease be aware that the label is time sensitive; therefore, they should be returned within days from the date of this letter Ms [redacted] expressed her satisfaction with our resolution and remains as a Sprint customerIf 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 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that his Samsung Galaxy Sfreezes and will not charge past 80% battery life before it will shut offHe further stated he contacted our customer service department and was told it is because the device is new and that an update will be pushed to it, and it will resolve the issueMr [redacted] stated he received the update, but the device was still doing the same thing Additionally, Mr [redacted] advised an appointment was set up at one of our Sprint stores However, Mr [redacted] stated he went to the store, and was told he will have to pay $before the device can be looked at, plus any other additional costMr [redacted] stated he should not have to pay as the device has been malfunctioning since he purchased it As a result, Mr [redacted] is requesting that we replace his device, or allow him to return the device and cancel the installment agreement attached to it Our records reflect that Mr [redacted] purchased a device on November 22, 2017, on 24-month installment agreement Our records further reflect that Mr [redacted] spoke with our technical support on December 6, 2017, regarding his device freezing and charging issues We also confirmed an appointment was made for Mr [redacted] by customer service on January 21, 2018, to take his device to one of our Service and Repair centersWe further confirmed since Mr [redacted] does not have Total Equipment Protection (TEP) on his device, he was subject to the $service fee During our January 30, 2018, conversation with Mr***, the information outlined above was explained to him Mr [redacted] reiterated his dissatisfaction, stating the device started malfunctioning as soon as he purchased it To resolve the issue, we offered to order a replacement device along with the return kit, and also waive the $service fee Accordingly, we placed the order for the device and return kit Mr [redacted] accepted our offer and thanked us for our help We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service department and retail store 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 this matter may have caused, but are pleased that we were able to resolve Mr***’s issue If we can be of further assistance with this matter, Mr [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at 1-844-282-8211, ext***, Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 8, 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] cited that she was previously was offered a promotional price plan of $for unlimited talk, text, and data services Ms [redacted] stated that she received an additional $monthly surcharge which was not explained As a result, Ms [redacted] requested Sprint to honor the original price plan promotion offered In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that Ms [redacted] contacted Sprint on February 25, 2016, to request that we lower her monthly price plan In an effort to retain her business, we inadvertently offered her the option to change to a price plan specific to Apple devices As a result, Ms [redacted] was charged a monthly $surcharge for her ineligible Samsung device During our conversation with Ms [redacted] on June 7, 2016, she selected an eligible price plan for her device, and we offered to apply a one-time service credit of $ This credit will be applied to her June servicesMs [redacted] confirmed that her issues have been addressed and resolved to her satisfaction at this time We appreciate Ms [redacted] ’s 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 her feedback and will utilize her input to improve our training and processes We regret any inconvenience these issues may have caused Ms [redacted] but trust that we have addressed her reported concerns to her satisfaction If we can be of further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday to Friday, a.mto p.m., Central Time Sincerely, Lori KExecutive Services Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas 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] described unfavorable customer experiences during her attempts to reduce her monthly bill, stating that her monthly charges keep increasing and that new customers are offered better pricing than she, a loyal customer, can get Ms [redacted] requested that we reduce her monthly charges to $per month or less We regret any misunderstanding that may have occurred regarding Ms [redacted] ’ referenced billing Our records reflect that her services are active on our Unlimited Freedom Family Plan with Unlimited/Talk/Text/Data for $per month for her first line of service, $per month for her second line of service, $per month for her third line of service, $per month for one of her tablet lines, and $per month for her second tablet line Ms [redacted] ’ monthly billing also includes charges for our Total Equipment Protection option, device lease charges, and equipment installment billing purchases, plus applicable taxes, regulatory fees, and surchargesRegrettably, our records reflect that Ms [redacted] was not remitting payments in full by the posted due date; therefore, her unpaid balance carried forward to her following bill cycles, and late payment fees were assessed We did not find any billing error associated with her account Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on May and 31, and June 2017, to discuss her reported concerns were unsuccessful We also mailed a letter to Ms [redacted] at her address on file on June 2017, acknowledging our receipt of her inquiry and advising that we needed to speak with her directly To date, she has not yet responded to us We appreciate Ms [redacted] ’ taking time to provide details of her experiences 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 believe that we can fully address Ms [redacted] ’ reported billing concerns, and we look forward to having the opportunity to do so If these issues remain unresolved, 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, Minnie SExecutive Services Analyst

September 6, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File - Rebuttal, [redacted] *** Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal, Ms [redacted] stated that she believed that her account should be credited and reestablished with the same amount of lines of service and the same service plan that she previously had As a result, she requested that this matter be reviewed We spoke with Ms [redacted] on August 30, 2017, and advised that due to the length of time that has passed since she had service with us, we are unable to resume her canceled account exactly how she previously had it Moreover, we are unable to activate a Sprint account without a credit query because a query is required to determine how many lines that can be active on the account We confirmed with her, that once her service is activated, we will apply a credit to her account to offset the account charges she previously disputed Our records also reflect that the service plan she previously had, the GB of Data shared for $100, is no longer available; however, we have new service plans availableDuring our call, Ms [redacted] requested to speak with a member of our executive management team A member of our executive management team made two attempts to contact Ms [redacted] on August 31, 2017, and September 5, 2017, respectively Unfortunately, we were unable to reach her and she did not return our calls If we can be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

July 11, 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 According to the information in her inquiry, Ms [redacted] stated that she was misinformed about the bill estimate for her phones and iPads She agreed to a monthly bill of $250, however states she has yet to see that amount reflected on any invoice At this time, she is seeking assistance in getting a monthly bill $ 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 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 Upon activation of her most recent devices Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement 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 current plan We spoke with Ms [redacted] on June 26, 2017, to address the above information We attempted to reach an amicable resolution with Ms [redacted] regarding the current balance However, she declined, stating that the only resolution she seeks is to have her full account balance o9f $waived, and elected to end the call We made additional contacts on June 26, 30, and a letter via US Mail; however we have been unsuccessful in reaching Ms [redacted] We regret any inconvenience this matter may have caused and are eager to continue addressing Ms [redacted] ’s inquiry If we can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [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] expressed dissatisfaction with Sprint having assessed $in equipment charges for devices that he did not receive, and advised that Sprint failed to assist him in removing these charges for the past several years In addition, he expressed his concern that the associated Sprint balance was reported by a credit bureau Mr [redacted] requested that the device charges to his account and negative credit reporting be removed We regret any possible misunderstanding that may have occurred related to Mr***’s purchase, and our delivery, of Sprint equipment; as well as, any subsequent efforts to resolve these matters During our July 10, 2017, conversation with Mr***, he advised that on or about December 16, 2013, he ordered equipment from our Telesales department, and never received the same He noted that he had the shipment tracking number and contacted the shipping vendor He confirmed that the shipment was successfully delivered Mr [redacted] advised that he did not sign for the package, and disputed the associated charges as a result We conversed with Mr [redacted] again, on July 11, 2017, after reviewing his concern, and informed him of our findings Our records reflect that Mr [redacted] contacted Sprint on March 13, 2014, to address his concern At that time, he advised that he had received the devices at his home, and that his roommate had returned the devices to Sprint via a UPS return package within a 14-day trial period allotted via our Sprint Satisfaction Guarantee Mr [redacted] commented that he recalled the transaction and referencing his roommate; however, he could not recall the details We expressed our understanding, as the transaction had occurred several years ago, and noted that we are continually seeking ways to improve the quality of service provided to our customers It is our goal to reach an amicable resolution to our customers’ concerns whenever possible Unfortunately, this account balance is beyond the scope of courtesy changes Further, our research confirmed that we have not received an equipment return from Mr [redacted] or the shipping vendor, the shipping vendor confirmed successful delivery of the equipment, and we were unable to identify a Sprint error in this matter As a result, we respectfully declined Mr***’s request to remove those charges from his account balance, or make alterations to the balance information submitted for collection Although he may disagree with our position, we are confident that Mr***’s issue has been fully addressed Consequently, all further inquiries regarding this matter will be met with the same response However, if Mr [redacted] has any additional questions to clarify our response, he 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

[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, pending the the removal of any record of these actions on my credit recordIf there remains any record of this event, after days, I will consider this claim unresolved and initiate a new complaint Regards, [redacted] ***

May 5, 2017 RevDex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114 Re: BBB 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 Mr. [redacted] , submitted on April 21, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr. Hounou’s complaint, he states that he ported line ending in [redacted] to another carrier after a Sprint agent advised that he would not be responsible for equipment or lease cancellation charges; however, he received his bill and states that he was charged nearly $500. Mr. [redacted] is requesting that his bill be adjusted accordingly. We spoke with Mr. [redacted] on April 25, 2017, regarding his account concerns. He advised that this matter has been resolved. We have reviewed the account in question and confirmed that a credit has been applied to account XXXXX [redacted] totaling $478.38 for lease cancellation and equipment charges. Our office adjusted an additional $21.79 for Monthly Recurring Charges (MRC) billed on the March 2017 billing statement for line ending in ***.The current balance to the account is $207.21. As a result of this action, this matter has been fully addressed and resolved. We regret any frustration 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 through Friday between 9:30 a.m. and 6:30 p.m., Central Time. Sincerely, Byron [redacted] Executive Services Analyst LP

March 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] , filed on behalf of the account holder, Mr [redacted] We appreciate the opportunity to address her concerns Based on the information provided in the inquiry, Ms [redacted] states that she believes they were offered phone upgrades with the same calling plan for $per month, which includes surcharges and taxes She further advises that the invoices are over $ Therefore, the Ms [redacted] is requesting that we honor the $price After a careful review of our records, we determined that Mr [redacted] was offered new phones with lease agreements, while remaining on his same calling plan, for $per month After we reviewed the monthly charges, we determined that there is not a billing error; however, the price quote did not include all service, surcharges, and taxes Although we were unable to identify a Sprint billing error, in an effort to amicably resolve this matter for a valued customer, we extended an offer to credit the price difference of $for the noted charges for the length of the month lease terms Mr [redacted] accepted this offer As a result, we applied credits totaling $1,to his account on March 24, Additionally, as an additional goodwill gesture, we applied credits to his account to offset the late fees for the last months Accordingly, Sprint considers this matter fully addressed and resolved We value the [redacted] s as our customers and look forward to a long and positive business relationship with themIf they need further assistance with this matter, they can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst