Sprint Corporation

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] on behalf of the account holder, Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] is disputing a call to Germany placed on her phone number ending [redacted] on April 10, She states that she disputed the charges with our customer service representatives and received credit for one-half of the charges, but she is seeking full credit Ms [redacted] stated that she is also requesting an account credit for her time related to this matter We reviewed Mr***’s account and confirmed the call to Germany placed on April 10, 2017, was minutes in length Our fraud team reviewed the account for possible network fraud and determined the call was made using the Sprint network from phone number ending *** There was not a phone number change, device swap, or any other indications of fraud on the account or phone number As a result, we were unable to identify a Sprint error regarding this matter and determined that the disputed charge is valid and payable to Sprint We spoke with Mr [redacted] on May 30, 2017, and outlined our aforementioned findings to him We further confirmed that our customer service representative previously confirmed the validity of the noted call as well; however, as a gesture of goodwill, we issued credit for one-half of the disputed charge on May 11, Although Sprint has determined that the charges for the call in question is valid, in an effort to bring closure to the matter for a long time and valued customer, we issued credit for the remaining balance of the $charge on May 30, As a result, full credit has been applied for the dispute international call While we appreciate Ms***’s bringing this matter to our attention, we respectfully decline her request for additional credit to compensate her for her timeIf Mror Ms [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] D [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] D [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the performance of his Sprint device and with our declining to replace that equipment without a fee He requested that we replace his device free of charge We regret any difficulty Mr [redacted] may have experienced with the use of his noted deviceAll 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 deivces against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty Unfortunately, our records reflect that Mr [redacted] does not subscribe to TEP However, he is welcome to take his malfunctioning device to one of our service and repair locations, where our technicians can evaluate his equipment and determine if it is eligible for repair or exchange There will be a $fee for each repair, $for cracked screen repair, and up to a $fee for each device exchange Replacement equipment may be remanufactured and of a comparable model with similar features as the original device, and some devices may not be eligible for in-store service If the device is not deemed repairable by the Sprint service and repair center staff, the customer will need to replacement his or her device through some other means We spoke with Mr [redacted] on July 21, 2017, and explained the information outlined aboveMr [redacted] stated his belief that had TEP coverage and stated that was informed by our representatives that we would replace his device for free He also stated that he had already visited a Sprint service and repair center and was informed that his device is defective; however, he declined to take action at that time because of the referenced fee We again confirmed with Mr [redacted] that his line of service was not enrolled in our TEP option and, as a result, the disputed fee is valid However, due to any possible misinformation that may have been provided to him regarding his device replacement options, we offered to replace his iPhone 7S 256GB device free of charge, contingent upon his enrolling in our TEP option Mr [redacted] accepted our offer, and we added the TEP option to his referenced line of service effective August 4, 2017, the start of his next bill cycle We also ordered a new device of the same model he currently has and billed $to his account for that device During our July 25, 2017, follconversation with him, we informed Mr [redacted] that, once we receive his current device back into our possession in the prepaid shipping package being sent to him, we will apply a credit to offset that charge in full Mr [redacted] should receive his new device within three to five business daysMr [redacted] indicated his satisfaction with our resolution to his reported concerns We sent the above-noted prepaid shipping materials to Mr [redacted] to facilitate the return of his current device to us He is aware that we need to receive that equipment at our warehouse within ten days of the activation to provide the promised account credit We regret any inconvenience this issue may have caused Mr [redacted] If we can be of further assistance with this concern, he can contact me directly by calling our 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 [redacted] *Executive Services Analyst

September 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he upgraded his devices at Costco and that he advised the representative that he did not want to change his service plan He further stated the Costco representative advised him that no changes would be made to his account, and that only his devices installment billing charges would be added and that his monthly bill would be around $ Moreover, he stated that his next bill was over $and he thought that this was a billing error and that it would be corrected; however, his subsequent bill’s charges were almost $ Further, Mr [redacted] stated that one of our representatives offered him a $credit, but he declined the offer because he wanted his disputed charges credited in full and his service plan corrected He also stated that he contacted our Customer Care department again and was offered a $100, which was equivalent to a $credit per line of service He stated that although he accepted the offer, the credit was not applied to his account And last, Mr [redacted] described an unfavorable customer service experience during his attempts to resolve his billing issue As a result, Mr [redacted] requested a refund for his devices charges and his payments We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s billing Our records reflect that his service plan was changed to our Unlimited Freedom plan on two of lines of service in the middle of his billing cycle, which resulted in proration and some incorrect plan setup charges Our records further reflect his service plan issue was corrected on July 12, In addition, our records reflect that his account was credited $to offset a portion of the prorated charges and this credit is reflected on his June invoice Further, our records reflect that on August 11, 2017, credits totaling $were applied to his account to offset the July incorrect billing charges and this credit is reflected on his September invoiceAnd last, our records reflect that Mr [redacted] did not receive the previously noted $credit because he previously declined the offer During our conversation with Mr [redacted] on September 27, 2017, we provided the information detailed above Mr [redacted] stated that he understood; however, he stated he did not previously decline the $credit offer We advised him that the plan he has is the lowest price unlimited family plan that we haveWe advised him that upon our account review he was not fully credited for the incorrect plan set up As a result, we applied credits totaling $to his account to offset his disputed charges We further advised him if he enrolls his account in our automatic payment program, he will receive a $credit per line of service Moreover, in an effort to reach an amicable resolution, and due to any possible misunderstanding regarding the cost of his monthly service charges, we offered him a one-time account credit of $240, which is equivalent to a $credit per month for monthsHe accepted our offer and stated he was satisfied with our resolutionWe also informed him that despite having a credit balance, he will still need to remit a payment for his device’s installment billing charges As a result of the outlined actions taken, we believe this matter has been fully addressed and resolved We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and 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 If we can be of further assistance with these concerns, Mr [redacted] 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, [redacted] *Executive Services Analyst

September 8, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to address a billing dispute, citing that we assessed equipment insurance option charges to his account for a device that was not eligible for that coverage Although he acknowledged that the matter has been rectified, he requested that we credit his account for the cost of that coverage previously assessed to his account We appreciate Mr***’ taking time to provide details of his experience with our retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe regret any possible misunderstanding that may have occurred regarding our equipment insurance options for Mr***’ referenced Apple iPhone device Our records reflect that he activated that device in December At that time, customers with iPhone devices were not eligible for our Total Equipment Protection (TEP) device insurance option and were, therefore, invited to subscribe to AppleCare equipment coverage We expanded TEP coverage to include iPhone devices in January 2013; however, customers cannot have both AppleCare and TEP on the same deviceDuring our September 1, 2016, discussion with Mr***, we explained the details outlined above We also confirmed with him that he ended his AppleCare coverage and subscribed to our TEP option for his device effective November 20, 2013, and that we were unable to identify any billing issues with his device coverage options As such, we respectfully declined his credit request Mr [redacted] indicated satisfaction with our review and responseWe appreciate having had the opportunity to address Mr***’ reported concerns If we can be of further assistance with these concerns, he can contact me directly by calling our department toll-free at ###-###-####, ext*** I am available Monday through Wednesday and Friday, between a.mand p.m., Central TimeSincerely, Linda W.Executive Services Analyst

March 15, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 complaint of [redacted] submitted on March 1, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to cancel her account as well as receiving monthly billing statementsMs [redacted] further stated that she has attempted to cancel her account since September 2016, upon establishing service with another wireless service provider, without successHowever, Ms [redacted] requested that Sprint review this matter and process a refund to her accordingly Sprint has reviewed Ms [redacted] ’s complaint We attempted to contact the account holder, Ms [redacted] on March 3, 2017; however, we spoke with Mr [redacted] During that call, Mr [redacted] provided the account number for further reviewWe advised Mr [redacted] that we would review the account and follwith him accordinglyFurthermore, we advised Mr [redacted] that he would be required to authenticate the account at that time Please be advised that our records do not indicate that we received a cancellation request from Ms [redacted] in September Upon further review of the account, we confirmed that Mr [redacted] contacted our Customer Care group on February 26, 2017, to request the cancellation of the account on behalf of the account holder, Ms [redacted] since she no longer utilized service with SprintOur records indicate that the account was cancelled on March 1, Presently, the account is closed with a valid outstanding balance, of which Ms [redacted] is responsible for Based on our account review, we must respectfully deny her request to approve and process a refund to her accordingly Since our initial conversation, we followwith Mr [redacted] on March 7, 2017, to further discuss this matter; however, Mr [redacted] was unable to authenticate the accountPlease note that Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist Mr [redacted] with the concerns raised in their complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analys

August 10, 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-noted inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the length of time taken for us to honor the terms of a recent promotion, advising that he has not yet received promised promotional gift cards owed to him for equipment from his previous service provider that he surrendered to us when he established Sprint services in January He requested that we provide that promotional reimbursement promptly We regret any misunderstanding that may have occurred related to the terms of our referenced Contract Buy Out and $port in credit promotionOur records reflect that Mr [redacted] established two lines of Sprint services on January 26, 2017, and surrendered to us two devices associated with his previous carrier’s service at that time, as required by the terms of the referenced Contract Buy Out promotionOur records further reflect that he registered for that promotion on our website but that an inadvertent keying error caused his registration to not properly process to his Sprint account We forwarded Mr [redacted] ’s dispute to our promotional fulfillment team and confirmed that, based on additional review, prepaid gift cards totaling $were sent to Mr [redacted] at his address on file on April 10, We further identified that Mr [redacted] terminated his Sprint services by porting his two mobile numbers from our network to another carrier effective May 6, 2017, and that, because he took that action prior to the satisfaction of his two corresponding device lease agreements and did not return his leased equipment to us, his account was closed with a final balance due of $ We spoke with Mr [redacted] on July 11, 2017, and explained the information outlined aboveAlthough we were unable to identify any error on the part of Sprint related to his dispute of those equipment charges, we applied credits totaling $to his account to offset the lease cancellation charges, leaving his account in closed status with a final balance of $Mr [redacted] indicated his satisfaction with our resolution We regret any inconvenience this matter may have caused Mr [redacted] , as well as the loss of his businessIf we can be of further assistance with this concern, Mr [redacted] can contact me by calling our 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 [redacted] * Executive Services Analyst

October 6, Kansas City Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Charisse PW [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsCharisse PW***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, MsW [redacted] advised that she has become aware of a Sprint account activated without her authorization or previous knowledge using her personal informationShe also advised that no one has taken action to remedy that matter for over months and that the account has affected her credit reportingMsW [redacted] requested that the account be closed and that information related to this matter be removed from her credit report We regret any misunderstanding that may have occurred related to the activation of the Sprint account referenced in MsWestin’s inquiryOur records reflect that the account was established using her personal information on August 10, 2016, but that the devices associated with that account were never activatedIn addition, we confirmed that the account was closed on September 5, 2016, due to non-usage, resulting in cancellation charges totaling $1,being assessed to the account and subsequently becoming past due We spoke with MsW [redacted] on September 26, 2017, and explained the information outlined aboveWe also assured her that we received her completed fraud packet on October 5, MsW [redacted] acknowledged that information but advised that she still needs to forward a copy of her police report to usWe invited her to submit that report to us to be forwarded to our fraud department To date, we have not yet received MsW***’s police report, and our attempts to follow up with her via telephone and e-mail on October 6, 2017, was not successfulHowever, we completed our investigation and confirmed that the referenced Sprint account established in MsW***’s name is fraudulentAs such, all necessary adjustments have been applied to negate the balance, and the account is closed We also contacted the outside collections agency and advised them to cease all further collection efforts on the noted accountThey, in turn, will request that the credit bureaus remove any negative reporting regarding this issueWe ask that MsW [redacted] allow up to days for completion of that process We regret any inconvenience this matter may have caused MsW***If we can be of further assistance with this concern, or if she would like to discuss this issue in further detail, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) J Executive Services Analyst

January 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service received from our representatives during attempts to address his rate plan and billing concerns, citing that the charges are higher than he expected and that he was given incorrect information prior to establishing service with us and after contacting our Customer Care departmentHe requested that we provide an explanation of the charges and waive the monthly subsidized charge on future invoices as promised We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our third-party store and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We further regret any misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing and policy concernsDuring our January 18, 2017, conversation with him, we explained that an additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with the $Unlimited rate plan; therefore, the charges are validCustomers can find the full details of this plan as well as all of our current plans at www.sprint.com Mr [redacted] indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and two-year Service Agreement at one of our third-party stores and via our Customer Care departmentTherefore, due to any miscommunication that may have occurred, and in an effort to reach an amicable resolution, we offered to apply one-time credits totaling $to Mr [redacted] ’s account regarding this matter, as well as offset the subsidized charges and late fee that are reflected on his December 17, 2016, and January 17, 2017, invoicesThose credits will be reflected on his next invoice We are pleased to inform you that Mr [redacted] accepted our resolution offerIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

February 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she was recently notified of an outstanding debt with Sprint by the outside collection agency, Diversified Consultants Ms [redacted] further stated that the account was not established with her personal identifiers, due to being the end-user on the account and the name on the account was erroneously changed As a result, Ms [redacted] requested that Sprint review this matter, correct the name on the account and remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’ complaintDuring our conversation with Ms [redacted] on February 13, 2017, we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that we confirmed the name on the account was inadvertently changed and the account is no longer associated with her nameWe updated the name on the account and Ms [redacted] accepted the resolution Additionally, we have contacted the outside collections agency, Diversified Consultants and requested that further collection efforts against Ms [redacted] be discontinued They will then update the credit bureaus to remove any negative reporting regarding this issue Please allow up to days for completion of this process If I may be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Martha G [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G [redacted] to our attention once more We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, MsG [redacted] indicates that she never set up the Sprint account As a result, she disputes the Sprint account and requests that Sprint provide her a copy of the agreements During our discussion with MsG [redacted] on April 13, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an 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 If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested However, we were able to confirm MsG [redacted] visited her local Sprint service center, and we were able to confirm fraudulent activity occurred on account ending in We determined that MsG***’s daughter established the lease agreements on her account on July 1, We also confirmed that she accepted our lease option on July 1, 2016, and that she confirmed her agreement of the monthly payments by her signature on fileAlthough her daughter is an authorized user on MsG***’s account, she was not authorized to lease the devices As a result, to address this matter, we have confirmed receipt of MsG***’s Ntelos devices and her Sprint iPhone device for wireless line ending Therefore, in an effort to amicably resolve this matter, we will be cancelling wireless line of service ending We will also be cancelling the lease agreements for wireless lines ending and Credits will be applied to MsG***’s account to negate the fraudulent cancellation and accelerated charges incurred within the next days MsG [redacted] has elected to keep her wireless telephone ending active and expressed her satisfaction with the handling of this matter We appreciate MsG [redacted] taking the time to provide us with the details of her customer service experience We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff If I can be of further assistance with this matter, MsG [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] advised the Revdex.com that she would contact our office to discuss her reported concerns 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 device With 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/lease We regret any misinformation and or misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing However, our records reflect that the disputed charges are the result of her having canceled two of her lines of service on February and February 27, Because Ms [redacted] took those actions prior to the satisfaction of her device lease and installment billing (IB) agreements she accepted for the equipment associated with the lines ending in [redacted] and [redacted] in September and December 2016, we accelerated her lease and IB pay-off balances and assessed those amounts, totaling $to her account, pursuant to the terms of her agreements Those charges include equipment purchase charges of $for the lost/stolen Apple iPhone device, associated with the line ending in [redacted] that was not returned to Sprint and the unpaid lease balance of $plus applicable taxes and surcharges During our discussion with Ms [redacted] on May 2, 2017, we advised her that her account currently reflects a balance of $686.93, after she received two $monthly service credits reflected on the March and April invoices, as previously offered and accepted on February 15, 2017; not including billed late fees Ms [redacted] indicated her understanding of the information provided but continued to dispute the charges, stating that we did not honor her cancellation request for the line ending in [redacted] in the summer of and that when she returned the Apple iPhone device associated with the line ending in ***, she was told that she was done with Sprint Respectfully, we explained that she was done from a service perspective after she canceled, but that she was still financially responsible for the account balance Although we were unable to confirm any billing error related to her account charges, we verified that she returned one of the referenced devices, outside of the Day Return Period, to one of our store locations on February 25, 2017, and received a $buyback credit Further, we confirmed that the store applied credit to the account to offset the $purchase charge assessed for the device reported as lost/stolen, although it is a valid chargeIn an effort to further assist Ms [redacted] with the disputed charges, we offered and applied credits totaling $to the account to offset the pay-off balance for the returned device and the $Reconnection Fee, which she accepted We actually applied credits totaling $to the account, offsetting the full cost of $for the returned device, thus using the buyback credit she received as a payment towards the balance owed As a result, we advised Ms [redacted] that the balance of $is valid, pursuant to the terms outlined in her equipment lease agreements We regret any inconvenience this matter may have caused Ms [redacted] and the loss of her business If we can be of further assistance related to this issue, 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, [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:Sprint continues to get away from its responsibilities.It was reflected in their poor serviceTheir inability to be professional enough in to supply a good knowledgeable service and respect their customers.It can't be that I am talking with an associate who says that they there is no problem and my cellphone will be unlocked and then it goes to another department which Denies the unlockingAnd this was repeated times in a period of a monthEach time the associate that I am talking with do not understand why the unlocking department does not un-lock the phone though all terms for unlocking is met.My interaction now was as poor as it was before.They are not taking responsibilities on their extremely poor and un-professional service!!! I will appreciate trying to solve this issueSPRINT does accept responsibility on any of their wrong doing in their interaction with me regarding this caseSee in the attached file a transcript of chat from 12/24/2017.I copied a section below.Even though it is specifically written that the issue is solved, it took another month of multiple denials till my device was unlocked and I was able to move out of the Sprint network.So again:I reject SPRINT's response totally and most firmly.Shirley K.:I have gotten the lease agreement canceled on your device and you can now unlock the device without any problem.Shirley K.:If they say on the call that the device is not paid off, please give them this ID 733341545893068239Shirley K.:This number is a proof that your lease agreement is canceled and you can unlock the device.You:thank youI hope this is reflected noe onlineThis was the missing part in the puzzlethank you.Shirley K.:You are most welcome :)Shirley K.:I apologize again for the inconvenience caused to you Regards, [redacted]

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 30, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] 's filing expressed his dissatisfaction with the inability to add Sprint’s Total Equipment Protection (TEP) plan on his new lines of service and, as well as being unable to cancel the above plan on his original lines of serviceMr [redacted] requested that Sprint review this matter and remove the above-referenced plan and apply an adjustment to his account accordingly Sprint reviewed Mr [redacted] 's complaintAccording to our records, Mr [redacted] activated phone lines ending in [redacted] and [redacted] on January 6, 2017, by purchasing two LG Vdevices via Sprint’s Monthly Installment Billing programHowever, our records reflect that on the same day an equipment swap was performed between phone lines ending in ***, ***, [redacted] and ***As such, Sprint’s Total Equipment Protection (TEP) plan remained active on his original lines of serviceFurthermore, on May 16, 2017, Mr [redacted] visited a local Sprint Retail Store location and requested to have TEP removed on phone lines ending in [redacted] and *** We spoke with Mr [redacted] on June 9, and discussed our findingsDuring on call we confirmed that lines ending ***, ***, 1410, [redacted] and [redacted] in his account do not have TEPAlso, we provided with our website, www.sprint.com should Mr [redacted] encounter any problems logging inMr [redacted] informed us that he is now able to log inFurther we spoke to Mr [redacted] on June 15, 2017, as an effort to resolve this matter, since we value Mr [redacted] as a customer, per our management team we agreed to add the insurance to lines [redacted] and [redacted] as his request In addition, we informed him Mr [redacted] that the monthly charge per line is $per monthMr [redacted] accepted to add the insurance and we informed him that we sent this request to Asurion equipment provider to open the enrollments for the aforementioned linesAccordingly, Mr [redacted] informed us that this matter has been addressed and he expressed his understanding with the information provided to him We appreciate MrWittaker taking the time to provide us with the details of his experience with our retail store and our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

May 5, 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 rebuttal of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms [redacted] to contact your office once again In the additional information provided, Ms [redacted] stated her issue has not been resolved She further advised that she is still being billed for the monthly installment on the IPhone she sent back We regret any frustration that Ms [redacted] may have experienced regarding her device billing concernsWe attempted to contact Ms [redacted] via the e-mail provided, [redacted] on May 2, 4, and 5, 2017, to discuss her complaint in detail, but we were unable to reach her Our records reflect Ms [redacted] had lease agreement [redacted] for an iPhone 16GB Gold, and lease [redacted] for an iPhone 16GB SilverMs [redacted] upgraded the lease [redacted] to an iPhone 32GB Black on September 28, We sent her the return kit to send back her iPhone 16GB GoldWe received the iPhone 16GB Silver instead of the Gold on October 16, Since the agreement for the gold iPhone was already cancelled when the upgrade was done, it cannot be resumedThe agreement for the iPhone 16GB silver is still active, as the wrong color was returned by Ms***We confirmed Ms [redacted] is only being billed for two devices: an iPhone 16GB, and an iPhone 32GB We regret any frustration this matter may have caused and look forward to hearing back from Ms [redacted] to address and resolve her concerns If Ms [redacted] would like to further discuss these matters, she can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] J [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of [redacted] submitted on June 3, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concerns Specifically, stating that he was assessed an Early Termination Fee upon the cancellation of his Sprint account, although he was advised that his account would not be subjected to the aforementioned feeMr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaint According to our records, Mr [redacted] upgraded the device associated with phone line ending in [redacted] on October 26, At that time, he purchased an iPhone device at discounted pricing in exchange for a two-year Service Agreement, which was scheduled to expire on October 25, Please note for details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditions Accordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms If customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fee Upon the completion of his device upgrade, Mr [redacted] was provided with a clear disclosure of his equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate a signed copy of his electronic Service Agreement which includes a description of the charge in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his equipment purchase on Sprint’s part Our records further indicate on March 25, 2017, Mr [redacted] elected to port-out phone line ending in [redacted] to another wireless service provider effectively cancelling his account Therefore, his account was assessed an Early Termination Fee of $plus applicable taxes as indicated on the April billing statement We spoke with Mr [redacted] on June 28, 2017, and relayed the aforementioned information to him Although the Early Termination Fee is valid, in an effort to satisfactorily resolve Mr [redacted] ’s concern, Sprint has agreed to apply a one-time adjustment of $to offset a portion of the Early Termination Fee upon the return of the iPhone device associated with phone line ending in [redacted] to Sprint’s Returns warehouse undamaged and in good condition Mr [redacted] expressed his understanding with the aforementioned information and will consider our proposed offer Should Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within (14) days from the date of this response We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he can contact our office toll free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

July 1, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 22, 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 establishment of the above referenced accountMs [redacted] believed that she was establishing a Sprint Prepaid account rather then a Sprint Postpaid accountFurther, Ms [redacted] stated that the account was established with her son’s personal information, who is a minorMs [redacted] requested that Sprint review this matter and allow her to fax over the necessary documents to correct the information reflected on the Sprint account Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on June 23, 2016, and informed her of our receipt of her complaintDuring our conversation, we confirmed that she has contacted our Fraud Management group regarding this matter; however, she stated that she was dissatisfied with the options that was provided to send in the requested documentation In order to provide closure for this matter, we agreed to allow Ms [redacted] to email the birth certificate of Toby [redacted] , which is the name reflected on the SprintUpon the receipt the requested document, we will engage our Fraud Department Management group to further review this matterAs the result of the completed investigation, we confirmed that fraudulent activity occurred on the referenced Sprint account, which was established in name of Toby [redacted] All necessary adjustments have been applied to the account to the account, and the account was cancelled We followwith Ms [redacted] on June 27, 2016, and relayed the aforementioned information to herMs [redacted] confirmed that she is satisfied with the resolution provided and did not have any further concernsWe regret any inconvenience that this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly 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, [redacted] * Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction our assessing a $equipment non-return fee to his account for a damaged device with our not providing a promised waiver of device upgrade fees He requested that we remove those charges from his account balance We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s equipment billingUnfortunately, our attempts to contact him via telephone and e-mail on June 1, 6, and 13, 2017, to discuss his reported concerns in detail were unsuccessful In addition, on June 13, 2017, we sent a letter to him via U.SPostal Service at his address on file, acknowledging our receipt of his inquiry and our need to speak with him directly in order to obtain his account security information and additional details that will aid in our review We received e-mail correspondence from Mr [redacted] , in which he reiterated his requests Although we did not have the opportunity to speak with him directly to validate his account security information, we reviewed his account and our records, and we confirmed details that he provided As a result, we applied credits totaling $to his account to offset the disputed charges in full We appreciate Mr [redacted] ’ taking time to provide details of his experiences with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customer’s concerns to our attention In the information provided, Mr [redacted] stated that when he established service with Sprint, he was extended our Buy Your Contract promotional offer to receive American Express rewards cards to offset his early termination and equipment charges with his previous service providerMr [redacted] stated that he provided the requested invoice from his previous service provider as required under the promotional offer, but has been denied on numerous occasionsMr [redacted] requested we honor the promotional offer and forward to his attention the American Express reward cards has promised at the point of sale We regret any misunderstanding that may have occurred concerning our Port In Promotion that offered up to $in American Express Reward Card(s) after trade in value of devices were turned in from the customer’s previous wireless carrierSprint’s Marketing Department works diligently to ensure that the information included on our web site and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint serviceWe 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 On December 16, 2016, we made an attempt to contact Mr [redacted] at the telephone number and e-mail address provided in his inquiry requesting him to forward copies of the invoices in dispute for us to assist him receiving his American Express reward cardsWe received an e-mail response from Mr [redacted] on December 20, 2016, with copies of the requested documents attached, which we forwarded to our Marketing team on December 21, 2016, for assistance in escalating his reward request We regret any inconvenience these matters may have caused Mr***, but are pleased to be assisting him with his American Express reward cardsIf we can be of further assistance with these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

May 3, 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: The above-referenced inquiry filed by Ms [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction our declining to provide promotional reimbursement for one of the three devices from her previous provider that she surrendered to usShe also described unfavorable customer experiences during her attempts to address that matter She requested that we honor the promotion as offered or return the device back to her We regret any misunderstanding that may have occurred regarding our referenced Contract Buyout promotion However, as outlined in the terms of that promotion, which can be reviewed on our website at www.sprint.com/joinsprint, customers participating in that program must qualify by obtaining new Sprint equipment with a Sprint Easy Pay, Sprint Lease, or iPhone for Life agreement or by purchasing Sprint equipment at full retail price, porting a new line of service to Sprint from another carrier, and activating the ported line of service on a qualifying rate plan For qualifying customers, we will provide reimbursement of termination fees or remaining device payoff balances assessed by their previous service providers in the form of prepaid reward cards Eligible lines must be ported from an active wireless line at another carrier and remain active and in good standing on the Sprint network to qualify, and customers must register for the program and submit their final bills from their former carriers reflecting the final balance within days of switching their services to Sprint Qualifying customers are also required to turn in the equipment associated with each line of eligible service from their previous carrier’s account within days of registration to prevent their Sprint account being charged up to the amount of the reward card received During our conversation with Ms [redacted] on April 27, 2017, we explained the details outlined above and confirmed that her referenced Apple iPhone 6S device was ineligible for the promotion because the device was not associated with an eligible line of service prior to being surrendered to us However, due to any possible miscommunication that may have been provided to her related to the terms of the promotion, we offered one-time service credits totaling $to offset an amount equivalent to the declined promotional value Ms [redacted] accepted that offer, and we applied the credits to her account, as should be reflected on her May invoice Ms [redacted] confirmed that her issues have been resolved to her satisfaction We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care and retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance with these concerns, she can contact me directly 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, Lori KExecutive Services Analyst

August 4, 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 inquiry filed by Ms [redacted] filed on behalf of account holder, Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, her mother visited a local Sprint store because she was experiencing problems with her device and in order to update the name on her existing Sprint account Ms [redacted] advised that while at the store, the sales representative offered her four free devices as part of a special promotion Ms [redacted] advised that her mother did not understand that the devices required service and only took them because they were represented as free As a result of the addition of four new lines of service, Ms***’s monthly service charges increased exponentially Ms [redacted] is requesting that the additional lines be canceled and that Ms [redacted] be allowed to return all devices to the original point of purchase We contacted Ms [redacted] and discussed her concerns in detail In an effort to reach an amicable resolution, and due to any possible misunderstanding regarding our promotional offer, we agreed to partner with the original sales location to accept the return of the devices, which occurred on August 2, The four additional lines were immediately canceled and all charges associated with the activation and subsequent cancellation of these lines has been adjusted As a result, Ms***’s account now reflects a credit balance of $and the issue is resolved We appreciate Ms [redacted] for taking time to provide details of her recent sales experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have Ms [redacted] and Ms [redacted] If they have any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst