Sprint Corporation

Tell us why here...June 19, Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on June 16, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s follfiling expressed his dissatisfaction with the level of Customer Service he received from our Customer Care group while addressing his concern regarding the inability to use his device while traveling internationally in CanadaMr [redacted] stated the settlement does not justify his time or efforts addressing this matter According to our records, on May 26, 2017, Mr [redacted] contacted our Customer Care group regarding international travel to CanadaAt the time, our Customer Care group confirmed international services were added to phone lines ending in [redacted] and [redacted] and provided details regarding international chargesIn addition, our Customer Care group offered to give Mr [redacted] a call back to confirm his devices had access to international services; however, he declined the offerOn May 27, 2017, Mr [redacted] contacted our Customer Care group regarding the inability to use his devices on phone lines ending in [redacted] and [redacted] while traveling internationallyAt that time, our Customer Care group applied a credit of $to his account for the inconvenience and service issues We contacted Mr [redacted] on June 7, 2017, and declined his request to upgrade the devices associated with phone lines ending in [redacted] and [redacted] at no costIn addition, we offered Mr [redacted] a one-time courtesy credit of $Mr [redacted] accepted the offerWe followed up with Mr [redacted] on June 19, 2017, and informed him that our decision remains the same Sprint appreciates Mr***’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that a credit or waiver of the service agreement is warranted for this matter We appreciate Mr [redacted] for taking time to provide details of his experience with our Customer Care groupWe 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 apologize for any inconvenience this matter may have caused Mr***If Mr [redacted] has any questions concerning the issue discussed herein, he can contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive and Regulatory Analyst

August 11, 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 Ms [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In her inquiry, Ms [redacted] stated that she was offered a free LG device; however, she later noticed she was being assessed a $device charge on her subsequent invoices As a result, Ms [redacted] is requesting that Sprint remove the noted charges per the terms of the promotion that was offered to her We regret the circumstances that led to Ms***’s filing of this complaint Our records reflect that Ms [redacted] spoke with one of our representatives on July 7, 2017, and that her account concerns were fully addressed We confirmed that the disputed charges were credited to her account If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Sunday through Thursday between 8:a.mand 4:p.m., Central TimeSincerely, Leslie [redacted] Executive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] 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 Mr [redacted] on August 12, 17, and 22, We are confident his account concerns has been addressed and resolved In his inquiry, Mr [redacted] indicated he joined Sprint with four lines of service on a family plan He was not satisfied with coverage and returned the four devices to the point of sale and canceled his service He received a bill reflecting cancellation fees, which he is disputing He has contacted the store and Customer Care and his issues remain unresolved He also indicated he paid restocking fees for each device As a result, he is requesting we review these matters Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day unconditional return policy on all our equipment For a limited time, a new line of service activated after March 25, 2016, has days to try Sprint service without being liable for service and device charges Guarantee covers reimbursement for device purchases, activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees when the device is returned In addition, restocking fees are waived Upon review of Mr [redacted] ’s account, we confirmed that he joined Sprint on July 2, 2016, and leased four devices He canceled his service via porting to a new provider on July 10, We confirmed he returned his four leased devices to the store on July 11, Therefore, he falls under our day satisfaction guarantee As a result, we applied credit to offset his monthly plan cost, activation fees, lease charges and lease cancellation fees Mr [redacted] ’s account reflects a zero balance In addition, we confirmed Mr [redacted] did pay $for restocking fees at the retail location As a result, he was mailed a check for the $for the refund We appreciate Mr [redacted] taking time to provide details of his experience with customer service and 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 that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance, he 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 Time Sincerely, Ann HExecutive 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 have indeed tried to return their calls and even spoke to the evening shift because the case worker assigned to this continues to get my name wrong(I have the voicemails) and she is never there and I seem to always get their voicemails I would be glad to forward their voicemails...some are rather incoherent and then of course they address me by the wrong name Regards, Yvette H [redacted]

February 9, Better Business Bureau Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] 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, submitted by [redacted] submitted on January 31, We appreciate your assistance in bringing our customers' concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the monthly recurring charges reflected on his account According to Mr [redacted] , he was unable to cancel his services prior to his billing cycle end date In addition, Mr [redacted] s’s indicated that he encountered an unfavorable customer service experience while attempting to resolve his account concerns Mr [redacted] s requested Sprint review this matter cancel his account and prorate his monthly recurring charges Sprint has reviewed Mr [redacted] ’s complaintPlease note that Sprint advertises and provides services in monthly increments If services are terminated before the end of the Mr [redacted] ’s billing cycle, we do not prorate monthly recurring charges, nor do we provide refunds or credits for any unused minutes in their service planMr [redacted] contacted our Customer Care group on January 28, 2017, to cancel his services and his account was scheduled to expire on January 31, 2017, prior to the last day of his billing cycle end date of February 8, We regret any miscommunication that may have occurred regarding this matterThis information is provided in our Terms and Conditions of Services located at www.sprint.com Please note that the final monthly recurring charges assessed to Mr [redacted] ’s January invoice is validTherefore, Sprint must respectfully deny Mr [redacted] ‘s request to apply an adjustments applicable to his former Sprint account Mr [redacted] has a balance in the amount of $167.73; therefore, we ask that Mr [redacted] remits a payment in the amount of $ to avoid any further collections activity We spoke to Mr [redacted] on February 7, 2017, to discuss this matter and relayed the aforementioned information to him Please note that Mr [redacted] expressed his satisfaction with the explanation and that this matter was satisfactorily resolved Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that these matters may have caused as we attempted to resolve Mr [redacted] issues We apologize for any inconvenience Mr [redacted] may have experienced while he attempted to resolve this matterIf I may be of further assistance, Mr [redacted] may reach me directly by calling ###-###-####, ext***, Monday through Friday, between 8:a.mand 5:p.m., Eastern Time Sincerely, /s/ Vanessa M Vanessa M 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.] Although I still think this is the most SHADY was to do business and I may still cancel my services with slrint I For nowWill accept the offer and pay the as stated billed to my account 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]

June 21, 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 rebuttal of Ms [redacted] We regret the circumstances that led Ms [redacted] to contact your office againWe appreciate your assistance in bringing our customers’ concern to our attention According to her follfilling, Ms [redacted] stated that upon activating her Sprint account she initially traded in two phones and then after activation of service she traded in an additional two phonesShe stated that as a result of those traded in devices, she was to receive $in credits to her account, in exchange for her participation in elected Sprint programsMs [redacted] requested that Sprint review these matters Sprint has taken considerable time researching Ms [redacted] ’s complaintOur records reflect that Ms [redacted] established services with Sprint on September 19, 2015, by portiand activating phone numbers ending in [redacted] and ***Additionally our records show that during this transaction, she tradtwo devices and in exchange she received a $credit, which she utilized for accessories and applied towards a bill paymentBased on our review, no further credit is due for her traded in devices Further, our records show that when Ms [redacted] activated service, she elected an iPhone Gold 16GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on September 19, Subsequently, she exchanged the above device within Sprint’s 14-day Satisfaction Guarantee return period and activated an iPhone 6s Rose 16GB device on September 28, 2015, via Sprint’s Leasing programAdditionally, Ms [redacted] activated an iPhone Plus Gray 16GB device associated with phone number ending in [redacted] on September 19, 2015, which was later exchanged for an iPhone 6s Plus Rose 16GB device on October 8, 2015, within Sprint’s 14-day Satisfaction Guarantee return period Please note 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseThe above two devices that Ms [redacted] exchanged within our Returns Policy were credited accordingly on her bill upon their confirmation of receipt in our warehouse When we previously spoke with Ms [redacted] on May 16, 2017, we relayed the aforementioned information to herDuring that conversation, Ms [redacted] indicated that she disagrees with our findingsAlthough, Sprint sustains that the account balance is valid; in order to provide an amicable resolution and closure for this matter, we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Plus Rose 16GB devices associated with phone numbers ending in [redacted] and [redacted] undamaged and in good working condition in exchange for an adjustment of the Lease Device Purchase Amount charges totaling $in accordance with the terms of the respective Lease AgreementsRegrettably, Ms [redacted] did not confirm her acceptance of our proposed offer and declined to further discuss this matter with SprintShould Ms [redacted] reconsider her position and wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response In order to ensure a satisfactory or mutually acceptable resolution, we must speak with Ms [redacted] directlyWe have made multiple attempts to reach Ms [redacted] regarding her concernsWe attempted to contact Ms [redacted] via phone and e-mail on June 16, 19, and 20, 2017, and mailed a letter to the address on file on June 19, 2017, advising her of our receipt of her supplemental filing and our need to speak with her directlyUnfortunately, we have not received a return call from Ms [redacted] While we regret that Ms [redacted] is not satisfied with our response, our position remains unchangedThrough our review we are unable to substantiate Ms [redacted] ’s claims of any credit offered in the amount of $After discussing this matter with the Executive & Regulatory Services team, we are confident that all of her issues have been fully addressed and resolved to the best of our ability We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] 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, David H Executive Services Analyst

May 10, To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] submitted on April 18, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our Customer Care group while attempting to resolve her account concernsMs [redacted] stated that the end-user on her account visited a Sprint retail store to upgrade their device; however, the device was activated on the incorrect phone lineMs [redacted] further stated that Total Equipment Protection (TEP) plan was added to her account without her authorizationMs [redacted] further expressed her dissatisfaction with her account being assessed a $Premium Data charge on each phone lineMs [redacted] requested that Sprint review this matter, waive the Activation Fees and remove $Premium Data charges from her account We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review Sprint reviewed Ms***’s complaintAccording to our records, on April 11, 2016, the end-user associated with phone number ending in [redacted] upgraded the device via Sprint Lease programHowever, the device was inadvertently activated on phone number ending in ***Ms [redacted] contacted Sprint to report the issue and on the April 13, 2016, the device was reactivated on phone number ending in *** Further, our records show on April 11, 2016, the Total Equipment Protection (TEP) plan was added to phone number ending in [redacted] and ***On April 14, 2016, Ms [redacted] contacted Sprint and requested to have the Total Equipment Protection (TEP) plan removed on phone numbers ending in [redacted] and ***As such, the above plan was removed We spoke with Ms [redacted] on May 4, 2016, and discussed her account concernsDuring our call, we advised Ms [redacted] that the $Premium Data charge is assessed to all phone lines that are associated with a smartphone device and is standard industry practiceWe also confirmed that she was not assessed any recent Activation FeesTo provide closure for this matter, we agreed to apply one-time service credit for $to her accountMs [redacted] expressed her satisfaction with our resolution If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, [redacted] Executive Services Analyst

July 31, 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 According to the information received, Ms [redacted] disputed an unpaid balance that was referred to a third-party collection agency for payment As a result, she requested to have the unpaid balance removed from her credit report During our conversation with Ms [redacted] on July 26, 2017, we explained that our records reflect that she activated new Sprint service on July 11, Our records further reflect that she accepted new two-year service agreements on phone numbers ending in [redacted] and [redacted] on May 25, In exchange for the service agreements, she received discounted equipment pricing Additionally, our records reflect that her account was cancelled on June 13, 2013, due to non-payment As a result, her account was billed the previous balance owed, plus Early Termination Fees since her services were cancelled prior to the agreement satisfaction date of May 24, Based upon our research, we were unable to determine any billing errors and sustain that the reported balance is valid As per her request, we mailed copies of her June to September invoices for her review to the address on file, and she should receive them within three to five business days We requested that Ms [redacted] contact Enhanced Recovery Corporation, the third-party collections agency at ###-###-#### to discuss payment options We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 22, 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that her device is not functioning properly as she is experiencing issues with the device overheating, freezing, data connectivity issues, and the screen being damaged As a result, she is requesting that Sprint send her another device at no cost Based on the information received from Ms [redacted] , she also states that she had an unfavorable customer experience while attempting to address her concerns All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her noted line of service If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim A deductible of $to $250, depending on the device model, is required at claim approval Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep During our discussion with Ms [redacted] on June 22, 2017, we outlined the aforementioned device service and repair options Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, and as a goodwill gesture, we agreed to apply an account credit for one-half of the noted deductible should Ms [redacted] file a claim in the next days Ms [redacted] stated that she understood our offer; however, she stated that she will just continue to use the device in its current condition at this time We appreciate Ms [redacted] for taking time to provide details of her experience with our Customer Care department 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 Ms [redacted] If we can be of further assistance, or if Ms [redacted] would like to accept our offer, she can contact us 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

[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: The problem was I left [redacted] because I figured I would be saving money not spending more with Sprint; a rep told me my bill would be about $a month for lines; the plan was $for the lines (if on auto pay and $without auto pay)I was told the tablet was included in the linesThe bottom line is I wouldn't have never left [redacted] to pay a higher billI can't understand why no one gets that part, it doesn't make sense to leave [redacted] ,because I thought I was paying too much and go to Sprint to pay way moreThe solution is to adjust my bill to the amount I was told I would be paying, not to have me go out of my way and make other decisions on my account to make my bill lower Regards, [redacted]

July 12, 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 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 recently assessed to her Sprint account, advising that the retail transaction corresponding with that charge was terminated prior to completion She requested that charge be removed from her account because it is invalid We regret any inconvenience Ms [redacted] may have experienced due to the referenced charge to her account We identified that the referenced $amount was assessed as a result of her existing lease agreement being canceled during the referenced retail transaction on June 13, 2017, when she was attempting to exchange her leased device However, when she elected not to complete that transaction, our representatives were systematically unable to resume her lease, causing the disputed billing Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June and July and 10, 2017, to discuss her reported concerns were unsuccessful We also sent a letter to her at her address on file on July 2017, acknowledging our receipt of her inquiry and inviting her to contact us for assistance To date, we have received no response from her Although we were unable to speak with Ms***, we confirmed that her lease agreement was restored on June 15, 2017, and that the disputed charge was credited from her account accordingly As such, we believe that the matter has been fully addressed We regret any inconvenience this matter may have caused Ms*** We trust that her reported concern has been fully resolved; however, if this issue remains unresolved, or if she would like to discuss the issue in further detail, we invite Ms [redacted] to contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

April 18, 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 supplemental inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention once more According to the information provided in Ms***’s inquiry, she advises that she upgraded two phones on her account; however, was never advised that the phones were purchased through our Lease Program She is requesting Sprint review this matterDuring our discussion with Ms [redacted] on April 17, 2017, we confirmed that she upgraded the devices for her wireless lines ending [redacted] and [redacted] on her account on October 1, 2016, via Sprint’s Installment Billing Agreements (IBA’s) We also confirmed that she accepted our IBA option on October 1, 2016, and that she confirmed her agreements of the monthly payments by her signature on fileMs [redacted] stated that she understood and that the matter is resolved to her satisfaction 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

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost Mobile Inquiry 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 customer’s concerns to our attention According to the information provided, Mr [redacted] stated that he was enrolled in the Boost Mobile Premier program, which allows customers an additional days to make their monthly payment without interruption of services He explained that he contacted the Boost Mobile Customer Care department to confirm the final day he could make his payment and was advised May 10, 2017; however, his services were suspended on April 27, Mr [redacted] called Boost Mobile Customer Care again and was advised that he was no longer enrolled in the program Mr [redacted] requested a credit for one month of service charges or some type of compensation due to the inconvenience this matter caused him We regret any inconvenience Mr [redacted] may have experienced as a result of his attempts to resolve his Boost Mobile Premier Program concerns During our discussion with Mr [redacted] on May 4, 2017, we advised that as a courtesy, we would credit his Boost Mobile account in the amount of $to offset his monthly service charge for the month of May Mr [redacted] accepted the creditIn addition, our records reflect that Mr [redacted] has been re-enrolled into the Boost Mobile Premier program, which will be effective with his next bill cycle on June 10, On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has questions regarding this matter, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst

July 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] D*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] D***, submitted on June 28, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to address a payment arrangement concernShe states that she recently called in to Sprint to work out an arrangement to maintain service on her account, and was misinformed about set arrangements As a result, she ended up having to pay a total of $to the account to maintain her services, but not without her service interruption in the interimMs [redacted] is requesting an explanation as to why the arrangements set on the account in question were not honoredWe spoke with Ms [redacted] on July 10, 2017, regarding her concernsAfter account review, our office was able to confirm that there was a payment arrangement set up on June 13, 2017, for the amount of $due on June 27, The arrangement was cancelled on June 26, As a result, her services were interrupted on June 27, We advised, as stated in our Terms and Conditions of Services, payments are due by the due date indicated on the invoice However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored Ms [redacted] understood the information provided.We appreciate Ms [redacted] for taking the time to provide us with details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes.We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely,LaToyaP.LaToya P.Executive Services Analyst

June 20, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed charges assessed to her Sprint account through October 2016, advising that she terminated services with us in May She also disputed our sending information related to those charges reflecting on her credit report due to our not providing a final invoice Ms [redacted] requested that we settle this matter and remove the noted credit reporting We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’ Sprint billing and the status of her account balance We attempted to contact Ms [redacted] by telephone and e-mail on June and 9, 2017, to discuss her reported issues in detail Although she sent an e-mail response to us on June 9, 2017, in which she advised that she would call us on June 12, 2017, we have not had the opportunity to speak with her We then attempted to contact Ms [redacted] again on June 19, 2017, and sent a letter to her at her address of record on June 20, 2017, again inviting her to contact us for assistance Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Based on the information outlined above and the nature of Ms [redacted] ’ inquiry, we must first speak with Ms [redacted] and have her provide us with her account security information before we can discuss the details of her account or assist her with her reported billing dispute We regret any inconvenience these matters may have caused Ms [redacted] We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so If Ms [redacted] ’ issues remain unresolved, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he paid the final balance on his account; thereafter, he requested a receipt reflecting that his account is closed, and that the balance is paid Mr [redacted] indicated that his request has not been met, and he further noted that he has not received any documentation from Sprint reflecting that his account is closed with a zero balance He indicated that his attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, he is requesting assistance with requiring Sprint to provide him with an invoice or documentation reflecting a zero balance We regret any possible misunderstanding that may have occurred Based on a review of our records, we determined that Mr [redacted] remitted a $payment on July 18, 2017, after the June 23, 2017, billing cycle end date We spoke with Mr [redacted] on July 21, 2017, and informed him that the payment he made will reflect on his next invoice dated July 27, Further, the balance on his account was $235.50, and he remitted a payment of $250.35, which resulted in a $overpayment Therefore, we requested that this amount be refunded to Mr [redacted] We also informed Mr [redacted] that his account is closed with a zero balance We regret any inconvenience that he may have experienced while attempting to resolve his account concerns Should there be any additional questions or concerns with this matter, Mr [redacted] can contact me 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, Bridgette FExecutive Services Analyst

January 17, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint We appreciate you bringing our customers’ concerns to our attention According to the rebuttal received, Mr [redacted] continues to dispute his current balance Mr [redacted] states that he has not been provided adjustments for service due to Hurricane Irma, and continues to seek a promotional gift card he states that he was to receive at the time of activation and return kits to send back his current equipment 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 website 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 purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his 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 his plan or other monthly charges on Sprint’s part during the activation of his account As previously stated, Sprint has no higher priority as our customers However, we cannot be responsible for things beyond our control For example, for example, weather-related phenomena, fire, earthquake, hurricane, etc Our Disaster Recovery Teams worked hard to restore service as quickly as possible in impacted areas Sprint proactively waived call, text and data overage fees through September 8, 2017, for customers that were impacted by Hurricane Harvey According to our records, a review was completed on the tower’s performance closest to Mr [redacted] ’s address on file and determined a proper estimate of service credit Our review of the performance of the tower in his area has improved to expectations As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract Buyout Eligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous provider As stated in the Switch to Sprint Terms and Conditions, turned in phones cannot be returned Our records indicate Mr [redacted] has not completed his registration submission prior to canceling his Sprint service As a courtesy, we previously agreed to honor Mr [redacted] ’s request and facilitated sending a return kit for the phones to be sent back in good, working condition along with agreeing to review the switching fees incurred from his former carrier’s billing invoice and assessing the amount due in prepaid gift cards We contacted Mr [redacted] on January 9, 11, 14, and 16, 2018, to further address the aforementioned information Due to Mr [redacted] stating he has not received the return kits, we have emailed a postage paid UPS label with tracking number 1ZE38Won January 9, Additionally, we have again requested Mr [redacted] to forward a copy of his final bill with his previous carrier that imposed equipment and/or cancelation fees for porting his numbers to Sprint As a courtesy, we will extend this offer through January 26, We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

February 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account [redacted] , [redacted] Sprint Case [redacted] Dear MsRoss: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to dispute the balance due reflected on his Sprint account, citing that we have billed him for services that have not worked properly for three years We regret any possible misunderstanding that may have occurred related to the disputed account balance reflected on Mr***’s Sprint account, as well as any unresolved concerns that may exist related to his Sprint servicesHowever, we have been unable to identify any service or billing anomalies associated with his accountIn addition, our records reflect that Mr [redacted] upgraded the devices associated with his three lines of service in December using our two-year leasing option but that, on September 21, 2015, Mr [redacted] ported his mobile numbers from Sprint to another carrier, thereby canceling his Sprint service and lease agreementsSubsequently, we assessed $1,to his Sprint account for the applicable lease cancellation fees and accelerated lease pay-off balances During our February 10, 2016, discussion with Mr***, we explained the information detailed aboveWe also confirmed that, after speaking with representatives of our Customer Care department on September 27, 2015, Mr [redacted] returned his three devices to a local Sprint store on September 30, 2015, where Buyback credits of $were applied to his account, toward his unpaid past-due balance Based on the information detailed above, we informed Mr [redacted] that we are unable to identify any error on the part of Sprint in this matterHowever, as a demonstration of our commitment to excellence, and because we validated that his leased devices were returned to us, we applied credits totaling $1,for the remaining device charges and balance reflected on his accountAs a result, his account has been finalized with a zero balanceMr [redacted] expressed his satisfaction with this resolution We regret any inconvenience these matters may have causedIf we can be of any further assistance with these concerns, or if Mr [redacted] has any additional concerns, he can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean J

June 28, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] C [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] C [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that on March 27, 2017, she contacted Sprint and cancelled her four lines of service and remitted a payment totaling $to satisfy her account balanceHowever, Ms [redacted] stated that Sprint only cancelled three lines of service, and cancelled her fourth line of service in April She further stated that due to Sprint’s cancellation error, her account was charged an additional $129.06, which was reflected on her April invoice and was forwarded to an outside collections agencyTherefore, Ms [redacted] has requested for Sprint to apply an adjustment totaling $129.06, to offset the current account balance, cease all collections efforts and respond Sprint has reviewed Ms [redacted] ’s complaint and our records reflect that on February 27, 2017, Sprint received and processed two port-out requests associated with phone numbers ending in [redacted] and ***Then, on March 3, 2017, Ms [redacted] contacted Sprint to cancel phone numbers ending in [redacted] and ***Since phone number ending in [redacted] did not satisfy its two-year Service Agreement, upon her cancellation request, she was automatically billed a prorated $Early Termination Fee(ETF) We spoke with Ms [redacted] on June 23, 2017, and relayed the aforementioned information to herAdditionally, we confirmed with her that after review of her account concerns, Sprint was unable to identify any billing related errorsAlthough we sustain that the ETF is valid, in a final effort to reach an amicable resolution to her account concerns we offered to apply a one-time courtesy adjustment totaling $to her account to offset a portion of her April invoiceMs [redacted] agreedAs a result, her account is closed and reflects a balance due of $ We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] 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, Chanda L Executive Services Analyst