Sprint Corporation

November 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case #***, Vanessa C*** Sprint Account #xxxxx*** Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Vanessa C*** submitted on October 11, We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, MsC*** expressed her dissatisfaction with the inability to receive her Visa Reward Cards in accordance with Sprint’s Contract Buyout promotionMsC*** requested that Sprint review this matter and honor the aforementioned promotion Sprint has reviewed MsC***’s complaintAccording to our records, on August 30, 2017, MsC*** established service with Sprint by portiphone line ending in with our Telesales groupFurthermore, on September 1, 2017, MsC*** portphone lines ending in ***, ***, ***During these sales transactions, she activated four devices via Sprint’s 18-Month Leasing program. We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon or AT&TPorting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday. Regrettably, MsC*** did not meet the qualifications of this promotion due to the non-traof her previous wireless service provider’s devices. We spoke with MsC*** on October 27, and relayed the aforementioned informationDuring our discussion, we offered to extend the Contract Buyout promotion to MsC*** in exchange she would need to traher previous wireless service provider’s devices at a local Sprint Retail Store location or via our website, www.sprint.com/buyback, and she would need to provide us with a copy of the trareceipt along with her previous wireless service provider’s final billing statement indicating the Early Termination Fees or accelerated Installment Billing balance for the aforementioned phone lines MsC*** stated that she attempted to return the two devices associated with phone lines ending in *** and *** to a local Sprint Retail Store location; however, they declined to accept her previous wireless service provider’s devices due to being damagedIn an effort to ensure a satisfactory resolution, we offered MsC*** a one-time adjustment of $to negate a portion of her current account balanceHowever, MsC*** declined our offerShould MsC*** reconsider her position and wish to confirm acceptance of our proposed offer, we encourage her to contact the undersigned directly within days from the date of this responseWe regret any inconvenience this matter may have caused MsC***If we can be of further assistance, MsC*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext8903. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

November 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** expressed her dissatisfaction with our not honoring the terms of a device buyback promotion she previously offered to her and with the level of customer service provided by our representatives during her unsuccessful attempts to address that matterMs*** requested that we upgrade her current iPhone model to an iPhone model
We regret any misunderstanding that may have occurred related to our referenced equipment promotionOur Marketing department works diligently to ensure that our web site and brochures are accurate and contain details that will allow customers to make informed decisions regarding Sprint products, services, and promotionsWe 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 or products we provide
Our records reflect that Ms*** activated her Sprint account on September 26, 2016, with two lines of service and that one of her two devices was to be associated with our iPhone Forever Lease promotionThat promotion provides customers the opportunity to lease a new iPhone device with each next generation iPhone launch after consecutive payments are metBecause Ms*** had not met the minimum requirement of consecutive payments toward her existing lease agreement, our representatives correctly informed her that the referenced line of service did not qualify at the time of her initial request
During our conversation with Ms*** on November 11, 2016, we explained the information detailed aboveBased on additional information she provided regarding a discussion with one of our Customer Care representatives, we agreed to further investigate her report and follow up with her within the next few days
We followed up with Ms*** on November 17, During that conversation, we advised that our initial findings related to her inquiry are valid but that, as a one-time exception, we updated her account to allow for immediate device upgrade eligibility for her referenced line of service under our iPhone Forever Lease promotionWe also advised that, pursuant to the terms of that promotion, she would need to initiate a new lease agreement for her new device and will be required to make a minimum of consecutive payments before being eligible to upgrade to another iPhone device model on that line of serviceMs*** expressed her understanding with the terms of the promotional offer and her satisfaction with our resolution
We appreciate Ms*** taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any frustration these matters may have caused but are pleased that we were able to resolve Ms***’s reported concern to her satisfactionIf we can be of further assistance with these issues, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between 7:and 4:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

This is my 3rd complaintI have spoke to *** H at sprint and he was to make the changes of only having one phone on my plan and reverse charges for paying for a tablet and a phone that are not used and gone I stopped these services back in December I can not understand why I still have all on my contract as well as my bill is still hundreds of dollars and to be shut offI feel sprint has been fraudulent as well as the lack of customer service even in the higher up management is a disgraceI can not believe they can get away with such scandal franklyThis is appalling in every wayThey steal from me and turn my phone off as they owe me monies ! This is unfair and just plain WRONG! I WILL LOOK FOR A SCAMMER SITE TO REPORT THEM AS THIS IS WHAT THEY DO AND IT IS NOT JUST ME
Regards,
*** ***

December 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File #*** *** ***
Sprint Account: xxxxxx***
Sprint Case# ***
To Whom It May Concern,
Sprint is in receipt of the above-referenced inquiry of ***
*** submitted on December 14, We appreciate your assistance in bringing our customers’ concerns to our attention
Mr***’s filing expressed his dissatisfaction with additional phone lines being added to his account, without his authorizationMr*** requested that Sprint this matter and take appropriate action
Sprint has reviewed Mr***’s complaintAccording to our records, on November 3, 2016, phone lines ending in***, *** and *** were added to Mr***’s accountOur records further indicate that on November 11, 2016, our Fraud Management group confirmed fraudulent activity on Mr***’s account, and phone lines ending in ***, *** and *** were terminatedAdditionally, our Fraud Management group applied an adjustment of $2,to Mr***’s account to offset the fraudulent charges associated with aforementioned phone lines
We spoke with Mr*** on December 19, 2016, and relayed the above information and resolution to himMr*** confirmed understanding with the information and resolution provided to him
We apologize for any inconvenience this may have caused Mr***If Mr*** has any questions concerning the issues discussed herein, please do not hesitate to 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
Sincerely,
Cheryl S
Executive & Regulatory Analyst
***
cc: *** ***

August 14,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
inquiry of Mr*** ***, regarding the Sprint account of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the length of time taken for us to address fraudulent activity associated with Ms***’s Sprint account, advising that equipment was ordered and billed to her account without their consent or knowledge and that no one has taken action to remedy that matter for over five monthsMr*** requested that the matter be reviewed and resolved promptly
We regret any misunderstanding that may have occurred related to the equipment activity on Ms***’s Sprint accountOur records reflect that the device associated with one of her lines of service was updated at one of our retail locations on February 18, and that three additional lines of service were added to Ms***’s account on the same date with three iPhone devices ordered and billed to herWe further identified that the three added lines of service were cancelled by representatives of our Fraud department on March 8, 2017, and that all billing associated with those lines of service were credited at that time
We spoke with Mr*** on July 25, 2017, and explained the information outlined aboveMr*** confirmed that information and advised that the matter has been satisfactorily resolved
We regret any inconvenience this may have caused Mror Ms***If we can be of further assistance with this concern, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time
Sincerely,
Leland *** *
Executive Services Analyst

November 3,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: *** *** *** on behalf of *** ***
Sprint Account: XXXXX***
Revdex.com File #***
Sprint Case # ***
To Whom It May Concern:
Sprint
is in receipt of the above-referenced complaint of Mr*** *** ***, received on October 11, 2016, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed concern with the level of service received while attempting to resolve his account concernsMr*** stated that the Sprint account number ending in xxxxx*** is being charged for a device that was returned to SprintAs such, Mr*** requested that Sprint review the account and take the appropriate action
Sprint has reviewed Mr***’s complaintUpon completion of our review, on November 1, 2016, we have confirmed that the device was previously utilized on phone number ending in *** was received at Sprint’s warehouse on, June 24, Unfortunately, the aforementioned phone number and equipment agreement was not cancelled until September 15, Our records further indicate the account incurred an equipment cancellation charge in errorTo fully resolve this matter, on November 1, 2016, Sprint applied a credit of $to the account to offset the equipment cancellation charge, as reflected on the October 14, invoiceAlso, an additional adjustment of $was applied to offset the monthly equipment charges, as reflected on the July through September 14, invoicesOn November 2, 2016, via email correspondence, our Executive Analyst informed Mr*** of our finding and our resolutionMr*** responded via email that his issue was resolved to his satisfaction
We apologize for any inconvenience Mr*** may have experienced as a result of this matterWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and his concerns have been forwarded to the appropriate managerial staff for further review
If we can be of further assistance with this issue, Mr*** can contact the undersigned by calling our Executive & Regulatory Services Department at ###-###-#### Ext***, Monday through Friday between a.mand p.m., Central Time
Sincerely,
Hakima W
Hakima W
Executive Analyst
Tell us why here

October 24, 2016 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the rebuttal inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information provided, the issues raised in her previous inquiry have been resolved, however, she is now disputing the remaining balance on the account. Ms*** reports that the has returned the devices for waiver of the lease cancelation charges; however, she received a call from an outside collection agency advising of an account balance of over $1,000. Ms*** would like to have the billing reviewed We spoke with Ms*** on October 24, 2016, at which time we confirmed the return of the leased devices as previously agreedTherefore we have waived the lease cancelation charges and the End of Lease Purchase amounts billed to the account as well as cancelled the service. We have confirmed that the remaining account balance is $and Ms*** confirmed that she will remit payment. Ms*** confirmed that these actions have resolved her inquiry. We regret any inconvenience that this matter may have caused. If Ms*** has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, *** *** *Executive Services Analyst Tell us why here

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, and this inquiry 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*** stated that he has spent approximately hours troubleshooting with our engineers regarding his network concerns, and his issues have not been resolved. He indicated that he and the other subscribers on the account were not able to use their devices satisfactorily; therefore, they ported the numbers to another mobile carrier. As a result, Mr*** stated that he will return the devices, and he is requesting that the cancelation fees be waived. We regret the difficulty that Mr*** and the other subscribers experienced while attempting to use their devices. Based on a review of our records, we determined that Mr***’s address is located within good Sprint coverage with approximately seven towers within a to mile radius of his home address, and there are currently no alarms or alerts reported. However, further review of our records determined that Mr*** communicated the difficulty with the network while using his devices from July to present before he ported to another mobile carrier. Although we have not found network difficulty with the towers in his area, in an attempt to bring full closure to this matter, and resolve to Mr***’s satisfaction, we agreed to waive the lease device and cancelation fees for the numbers ending in ***, ***, and ***. Mr*** indicated that the devices for the afore-mentioned lines of service are in like-new condition, and he will return the devices. Upon receipt of the equipment, we can offset the lease device and lease cancelation charges. He understands and is pleased with the resolution We regret Mr***’s decision to cancel his service, and we regret any inconvenience that he may have experienced while attempting to resolve his account concerns. Should there be any additional questions regarding this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.m., and 3:p.m., Central Time Sincerely, *** *Executive Services Analyst

February 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing Ms*** ***’s concern to our attention. We apologize for any inconvenience that she may have experienced as a result of this matter. According to the information provided in the complaint, Ms*** expresses her dissatisfaction with the network coverage she received due to a tower being repaired in her service area. She states that our Customer Care representative applied an account credit in regard to the matter. She also states that she requested an additional data roaming allotment in regard to the matter. She states that our Customer Care representative did not provide her with the requested additional data roaming allotment and that she subsequently ported her phone number to another carrier. As this time, she requests that we apply an account credit to offset the resulting Installment Billing Account (IBA) accelerated balance for the phone number that she ported to another carrier. She also states that she had an unfavorable customer experience at the third party store while attempting to address his concernDuring our discussion with Ms*** on February 13, 2016, we confirmed with her that a tower is being repaired in her area which caused service interruption. We also confirmed that our Customer Care representative applied a $account credit for this matter. We confirmed that our Customer Care representative did not provide her requested additional data roaming allotment because Sprint’s Terms & Conditions limit domestic roaming usage to or Megabytes (MB) per line of service based on the plan. Our further account review indicated that Ms*** subsequently ported her phone number to another carrier which resulted in a valid IBA accelerated balance for her phone. As a further demonstration of our commitment to excellence, we advised Ms*** that in accordance with her request, we applied a $account credit to offset the resulting IBA accelerated balance for her phone. She also agreed to later return her phone in good condition to Sprint. We advised her that we sent her a return kit to return her phone and that it is anticipated that her phone will be returned within days. She stated that the matter was resolved. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and will utilize this input to improve our training and processes. If Ms*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

*** ***11:AM (minutes ago)tome---------- Forwarded message ----------From: *** *** Date: Thu, Mar 31, at 9:AMSubject: Resolved case.To: "***" To Whom it may concern, my Ref ID ***Sprint had contacted me after I had made the complaint to youThe matter has been resolved. I thank you very much.Sincerely,*** ***

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** M*** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** M***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that she has a second home that she goes to on the weekend; however, she cannot get Sprint service at that locationShe states she contacted Customer Care and was told that her second home is outside of Sprint coverage. For this reason, Ms*** would like to cancel her service and requests that the Early Termination Fees (ETF) associated with her devices be waived We spoke with Ms*** on May 15, 2017, and explained that in order to waive the ETFs due to coverage issues, we require the return of the devices. She advised that she only has one of the devices and states that she paid for the device and asks why she should return the devices. We explained that the devices were purchased at discounted pricing contingent upon the completion of the associated two-year Subscriber Agreements. Therefore, waiver of the ETFs require the return of the devices. Ms*** stated that she is not returning her devices and ended the call Our records indicate that Ms*** ported her numbers to another carrier on May 8, As a result, ETFs of $will be assessed to both lines of service as the two-year Subscriber Agreement associated with each line were not fulfilled. Although Ms*** stated she is not returning the devices, our offer to credit the ETFs with the return of the devices remains valid through June 30, 2017, should she change her mind We regret any frustration this matter may have caused. If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland *** *Executive Services Analyst

January 20, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com File *** Sprint Account ***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the length of time taken to receive credits owed to her for a device she returned to us in November during an authorized equipment exchange. Ms*** requested that we remove the disputed equipment charge from her account We regret any delay in providing Ms***’ referenced equipment credit. Our records reflect that Ms*** exchanged her Sprint equipment on November 23, 2016, at one of our retail locations. That action systematically canceled the lease agreement for her previous device. That action led to the acceleration of the remaining lease charges totaling $associated with the canceled lease, which we then assessed to her account pending the return of that device to Sprint. Because the device was not identified as being returned by our systems, the unpaid purchase option charges remained on her account. During our conversation with Ms*** on January 13, 2017, we explained the information above. Ms*** again disputed the accelerated charges, stating that she turned in her previous device to employees at the referenced retail location when the exchange was completed. We reviewed the matter further and verified that her device was returned into our inventory on November 23, 2016, and we applied credits totaling $to Ms***’ Sprint account to offset the disputed charges in full on January 15, We appreciate Ms***’ taking time to provide details of her experience with our retail and Customer Care representatives. Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback she provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Ms*** but are pleased that we were able to resolve her reported concerns to her satisfaction. If we can be of further assistance related to this issue, she 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, LaDonna J*** Executive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***, which was filed on behalf of the account holder, Mr*** ***. We appreciate the opportunity to address her concerns. Based on the information provided, Ms*** states that that an unauthorized payment of $was deducted from her bank account. Therefore, she is requesting a refund Effective September 30, 2016, Sprint will begin notifying customers that they have a past due balance on their account that needs to be taken care of, and if left unpaid, Sprint may charge their outstanding balance on a previously used card on their account. Letters will be sent to customers to advise on the past due balance, and that they have days to pay the balance prior to the card being charged. Customers that obtained a recent device, signed a new agreement that allows Sprint to charge any card that has been used on their account previously. Impacted customers purchased a new device (new line or upgrade) starting on July 1, 2016, and voluntary or involuntary cancelled their account, and have an account balance that is past dueAs such, a letter was sent to Mr***’s billing address on February 7, 2017, stating that he had days to pay the balance prior to the card being charged. This information can be reviewed in their agreement on www.sprint.com Mr*** purchased a new device on August 15, 2016, with a leased agreement, and accepted these new terms. He voluntarily canceled his service on December 28, 2016, and as a result, his account was assessed lease cancellation charges totaling $188.80. In addition, he had a $past due balance from the December 16, 2016, invoice for a total balance of $393.09. This information is reflected on his January 16, 2017, invoice. Because Mr*** did not remit payment for this balance, we billed this amount to a card previously used for payment on February 27, 2017. As a result, we consider this a valid payment, and we must respectfully decline his request to refund it We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance, she 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

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the complaint of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** states that when she acquired service with Sprint was promised a $gift card per line up to $and that her bill would be around $per month for her five lines of service. Ms*** states that she called to requesting the status of the gift cards she was told that she did not qualify for them. She also states that her bill is over $per month. Ms*** is requesting that we honor the promotion of the $gift cards per line and that her bill be around the $that was promised We attempted to reach Ms*** via phone and email on April 13, 17, and 18, 2017, to speak with her regarding her concerns and the device in questionWe also sent a letter via US mail on April 18, 2017, requesting that she contact us to address her account concerns. As of this date, we have not received a response from Ms*** 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. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns We have reviewed Ms***’s concerns and did not find that she registered for the Contract Buyout promotion at www.sprint.com/joinsprint. We also reviewed her invoice and found that Ms*** is charged properly for the services and equipment associated with her account We regret any frustration this matter may have caused. Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with being charged for her second iPhone device several months after her purchase even though she was advised the point of sale that they were included in Sprint’s Buy One Get One (BOGO) promotion. We are pleased to advise you that we resolved Ms***’s concerns to her satisfaction. We confirmed that she is not eligible to receive the BOGO credit as originally advised, because both devices were not purchased in the same sales transaction. Due to this set up error, the promotional monthly BOGO adjustment will not apply on her account. Therefore, we applied credits totaling $to her account to offset the $monthly Installment Billing charges for the full month term. Ms*** stated that she is satisfied with this resolution. We regret any inconvenience that this matter may have caused. If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com
Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** advises that devices were charged to his account without his authorization and that he only received partial credits towards these charges. He also states that he canceled the service on his account as a result of the charges not being removed. Therefore, he is requesting that we negate his account balance Our records reflect that two phone lines were added to Mr***’s account on January 23, 2017, and canceled on February 27, 2017. We confirmed that fraudulent activity occurred on Mr***’s account, and as such, we applied credits to his account totaling $to offset all related charges. As a result, his closed account reflects a $balance During our telephone conversation with Mr*** on May 12, 2017, we explained that his account balance is for service on his phone 310-XXX-***, as reflected on his January 6, 2017, invoice, totaling $92.93. The remaining charges are for his monthly charges from the February 6, 2017, invoice. Mr*** stated that he disagreed with our findings; therefore, we sent copies of his invoices to the billing address on file on May 12, 2017, and sa follow up call for May 19, 2017, to review these invoices. During our conversation with Mr*** on May 19, 2017, he advises that he has not received the invoices. Therefore, we sanother call on May 22, 2017. On this date we were unable to reach him. We made another call, and sent and email to him, on May 23, 2017. Unfortunately, we have been unable to contact him. Mr*** responded via email on May 25, 2017, stating he received the noted invoices, and that he would contact our office if he needed further assistance. At this time, Mr***’s account balance is past due; however, we have placed a hold on the collection activity to allow him time to remit payment. If no payment is made by June 9, 2017, collection activity will commence We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’ filing, he stated that he was provided incorrect information regarding a phone promotional offer and price plan. Mr***
states that he is not receiving the price he was quotedHe further stated that he was unable to make or receive calls in his home calling areaMr*** stated he cancelled his account due service issues and returned the phones to the Sprint storeHowever, he was charged Lease Cancel Charge and Lease Device Purchase amounts for the returned phonesTherefore, Mr*** requested that Sprint review these matters, and adjust his account accordingly 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 via www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, Total Equipment Protection, additional purchases or subscriptions, could result in invoice balance changes. Upon activation of service, Mr*** 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 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 his/her plan or other monthly charges on Sprint’s part during the activation of his current plan We regret that Mr***’s experience with the service in his local calling areas may have fallen below his expectations. Our technical teams are continually monitoring our network for service and capacity related issues and work diligently to reduce any negative impact to our customers. However, as outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our research into this matter determined that our network serving the area in Evart, Michigan is within Sprint’s “Fair” coverage area. Customer in Fair coverage are likely to experience coverage gaps and indoor coverage may be isolated to certain locations in a building We confirmed that the five phones were received on August 30, 2017. As a result, we applied adjustments for the Lease Cancel Charge and Lease Device Purchase amounts reflected on the August invoiceCurrently, account is cancelled with a zero balanceMr*** was contacted on October 12, 2017. However, he refused to discuss this matter We appreciate Mr***’s taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the level of service provided to our customers. Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

November 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** *** Case *** 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 provided Ms*** *** indicates that she is dissatisfied that she is not receiving an employer discount on her accountAdditionally, she is dissatisfied with the billing amount as it is higher than what she was quoted at the point of saleAs a result she is seeking to have the employer discount award to her current plan as well as return her tablet without any cancellation charges and have her plan bill at a lower rate We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. Further information can be viewed on our website, www.sprint.com We have confirmed with Ms*** *** that her current plan is not eligible for further discount as it is a highly discounted rate plan to begin with. However, she is currently eligible to receive her employer discount should she elect to change to a plan that is discountableWe spoke with Ms*** *** on October 27, 2016. After review we have confirmed that her service plan is accurate and optimal based on the services she has requestedAs stated in our Free Tablet 12-months Free Service promotion, credits will begin appearing on your second bill and will continue for months. Based on your plan, the customer will pay the first monthly charge. In addition, charges will resume in the months following your free year of serviceHowever, due to any confusion regarding the transaction, we resolved her concerns by canceling the tablet service and waiving the cancellation chargesAdditionally, we have canceled the charges for an accessory purchased at the point of saleMs*** *** confirmed satisfaction with this resolution We regret any inconvenience that these matters may have caused. If we can be of further assistance with this matter, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information received, Mr*** advised that a line of service was added to his Sprint account without his knowledge or consent. Mr*** advised that he is not in possession of the device for that line of service and requested that we remove the line and associated charges from his account We regret any possible misunderstanding that may have occurred regarding the addition of the referenced line of service to Mr***’s Sprint account. Our records reflect that the line of service was added and activated at the one of our retail locations on July 12, 2016.. Our records further reflect that Mr***’s dispute has been reviewed by our Fraud Management team on multiple occasions but that we have been unable to identify any error on the part of Sprint or fraudulent activity related to his dispute We spoke with Mr*** on July 31, 2017, and explained the information outlined above. Mr*** reiterated his dispute but advised that he knows the person who added the line to his account. As such, we explained that his issue is a civil matter and that we must decline his request. We recommend that Mr*** contacts his local law enforcement agency if he wishes to pursue this matter further We regret any inconvenience this issue may have caused Mr***. We believe that his reported concerns have been fully addressed; however, if he would like to provide additional information for our consideration, we invite him to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.mCentral Time Sincerely, Katherine DExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***We appreciate your assi***ce in bringing our customers' concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with the length of time taken for us to provide credits for a promotional award he accepted, advising that our representatives previously informed him that we would provide those creditsHe also described unfavorable customer experiences during his attempts to address that concernHe requested that the promotional credits be fulfilled We regret any possible misunder***ding that may have occurred related to our Buy One Get One (BOGO) Samsung Galaxy Sequipment promotion and any delay in providing Mr***’s referenced account credits. Sprint is proud to have offered the BOGO promotion; however, a review of the marketing literature for that promotion confirmed that Samsung Galaxy SEdge devices were specifically excluded from the promotion; therefore, because Mr***’s purchase was for two Samsung Galaxy SEdge devices, the promotion did not award. In an effort to meet our commitment to excellence in customer service, on June 1, 2017, we applied service credits totaling $to his account to offset an amount equivalent to the value of the BOGO offer, as a one-time exception. During our June 1, 2017, e-mail conversation with Mr***, we discussed the information outlined above. Unfortunately, we were unable to provide the specific amount of account credits applied, because Mr*** had not yet confirmed his Sprint account PIN or security question response, which is required to access specific account information. During our June 15, 2017, conversation, Mr*** successfully authenticated his access to account information, reviewed our June 1, 2017, resolution and expressed his satisfaction with that resolution, and with our decision to limit information on June 1, 2017, to safeguard his account We appreciate Mr***’s taking time to provide details of his experience while addressing his concern. We are continually seeking ways to improve the quality of service provided to our customers. We regret any inconvenience this matter may have caused Mr***. If we can be of further assi***ce with this issue, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, *** SExecutive Services Analyst