Sprint Corporation

July 13, 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 concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with not receiving the promotional offer that was quoted at the point of sale when her husband upgraded his equipmentShe stated that he was advised that by upgrading his device and accepting a new device for an additional line of service, their charges would be approximately $169; however, she has received invoices of over $for the past five months and she has been unable to resolve this matter with the store manager. Therefore, she requested further assistance. We spoke with Ms***, and reached a mutual resolution for her concerns. We advised her that we regret any misunderstanding that may have occurred regarding the details of the monthly charges with her husband’s new equipment and the new line of service he accepted. We agreed to accept the return of her Samsung Jdevice in exchange for the waiver of the corresponding equipment fees that will be assessed upon cancelation of that line. To facilitate her return within the next days, we mailed a prepaid UPS package to her address on file. Ms*** stated that she is satisfied with this resolution If I may be of further assistance with this matter, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 1, 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 complaint of *** *** submitted on May 15, 2017. We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Newcastle, CAIn addition, Ms*** expressed her dissatisfaction with being assessed an Installment Billing accelerated cancellation charge of $associated with phone line ending in ***Furthermore, Ms*** stated that she had an unfavorable customer service experience while attempting to resolve these matters as well as the extended hold times while attempting to contact our Customer Care group. Ms*** requested that Sprint review these matters and apply an adjustment to her account accordingly. Sprint has reviewed Ms***’s complaintWe are aware that on occasion customers may experience extended hold times when contacting our Customer care group by phone, due to various factors. Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow customers to avoid waiting to speak to a representative. Customers may visit our web site, www.sprint.com, and login to their MySprint account to perform general account maintenance and to make payments. Customers may also use their Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information We regret that the coverage in Ms***’s home service area of Newcastle, CA is falling short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that our network serving the area near Ms***’s billing address is located within Sprint’s “best” coverage area. Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We spoke with Ms*** on May 19, 2017, to obtain further clarification of her account concernsDuring that call, she indicated that we can disregard this complaint since it was satisfactorily addressed and resolvedHowever, she stated that phone line ending in *** was assessed an Installment Billing accelerated charge of $after a subscriber on the account ported-out to another wireless service providerHowever, she reactivated the device on phone line ending in ***We advised her that we will review this matter and follow up with her accordingly According to our records, phone line ending in *** was activated on April 3, 2017, via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail *** (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Further research on the account indicates that phone line ending in *** was ported-out to another wireless service provider on April 26, 2016, prior to fulfilling the terms of the Installment Billing AgreementAs a result, the account was assessed the remaining Installment Billing accelerated cancellation charge of $161, as indicate on the May billing statementFurthermore, on May 9, 2017, an adjustment of $was applied to her account to offset the aforementioned charge. This adjustment will appear on the June billing statement. Please note that no additional adjustments are due for this matter We spoke with Ms*** on May 31, 2017, to relay the aforementioned information and resolution to her. At that time, Ms*** stated that her account was assessed equipment charge for phone line ending in *** on the May billing statementWe advised Ms*** that our records do not reflect an equipment charge on the May billing statement for the aforementioned phone lineMs*** indicates that she will review her statement and follwith the undersigned accordingly, should she have any additional concerns regarding this matter. We appreciate Ms*** for taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Ms*** 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 *** Catherine *** Executive & Regulatory Services Analyst Tell us why here

[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: ***
I am rejecting this response because:
Regards,
*** ***

June 8, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** ** Case *** Dear Ms***: On May 24,
2017, Sprint received an inquiry submitted by your office on behalf of *** **. According to the information provided, Ms** accepted an offer to buy an Apple iPhone and get an Apple iPhone for free; however, she continues to be billed for the Apple iPhone devices. We appreciate your assistance in bringing Ms**’s concerns to our attention Starting in December and for a limited time, new customers and existing customers with an eligible upgrade who obtain an Apple iPhone or Plus with a 17- or 18-month lease or 24-month installment agreement, can save up to $on an Apple iPhone (16GB) with a 24-month installment agreement on a new line of service. A credit of $will be applied monthly to offset a potion of the associated installment charge for the iPhone On May 25, 2017, we contacted Ms** to discuss her concerns in detail. At that time, we contacted the management team of the Sprint kiosk location for further assistance in addressing Ms**’s concerns and they contacted her on June 7, 2017. Regrettably, Ms** did not qualify for the above-referenced promotional offer due to a new line not being added to her account. However, in an effort to resolve this matter and due to any possible misunderstanding that may have occurred, the installment agreement for the iPhone device on the telephone line ending in *** has been canceled. Additionally, a credit in the amount of $has been applied to offset the accelerated equipment charges associated with this device We regret any inconvenience this matter may have caused Mrand Ms**. If additional assistance is required, Ms** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, Holly *** Sprint Account #xxxxx*** Sprint Case #***
To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Holly ***, submitted on September 12, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction with the lack of coverage in her home service area of Burlington, Iowa. Ms*** has indicated that she ported-out her lines of service to another wireless service provider and her account was assessed Early Termination Fees and accelerated Lease cancellation chargesMs*** further indicated that she returned the device associated with phone line ending in *** at a third-party retail store location in exchange for the waiver of the disputed chargesHowever, the adjustment was not applied to her accountMs*** requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaint. We regret that the coverage in Ms***’s home service area has fallen short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that our network serving the area in Burlington, Iowa is within Sprint’s “good” coverage area and operating within parameters during the time Ms*** stated that she experienced poor service. As outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors coverage should become stronger. Our records indicate on September 23, 2016, Ms*** visited a third-party retailer and purchased an IPhone device at discounted pricing in exchange for a two-year Service Agreement for phone line ending in ***. In addition, on November 18, 2016, she visited a third-party retailer and purchased an IPhone 5S device at discounted pricing in exchange for a two-year Service Agreement for phone line ending in ***For details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, 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. Furthermore, on May 9, 2017, Ms*** visited a third-party retailer and upgraded her device associated with phone line ending in *** to an IPhone device via Sprint’s 18-Month Leasing programOur records further indicate on August 9, 2017, Ms*** elected to port-out the aforementioned phone lines to another wireless service provider effectively cancelling her account prior to satisfying the terms of the aforementioned agreements. Accordingly, her account was assessed the remaining Lease cancellation/Lease Device Purchase Amount charges, and Early Termination Fees for phone lines ending in ***, *** and *** totaling $1,as indicated on her August billing statement. We confirmed that the device associated with phone line ending in *** was returned to a third-party retail store location on August 12, In an effort to ensure a satisfactory resolution, we spoke with Ms*** on September 26, 2017, and discussed our findingsDuring our discussion, we offered Ms*** a one-time courtesy adjustment of $to offset a portion of the Early Termination Fees associated with phone lines ending in *** and *** in exchange for the return of the device associated with phone line ending in *** Ms*** agreed to return the device associated with the noted line of service. As such, we sent her a return kit to facilitate the return of her device to Sprint’s Returns warehouse within days from the date of this responseIn addition, we offered and Ms*** accepted an adjustment of $to offset the Lease cancellation and Lease Device Purchase Amount charges for phone line ending in ***, leaving her account closed with a remaining balance due of $171.01, which Ms*** agreed to payPlease note these adjustments will be reflected on Ms***’s October 24, 2017, billing statementShould Ms*** wish to make payment, she can contact our Customer Care Finance department toll-free at *** ***Ms*** expressed her satisfaction with Sprint’s efforts to resolve her account concerns We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed with your office by Ms*** ***. We appreciate your assistance in bringing her concerns to our attention. In her complaint, Ms*** states that she felt pressured into purchasing two device cases when she recently established Sprint service, and although she was told the cases would be reduced to $each, she was charged $per case. She further states that she had second thoughts about the case purchases and attempted to return both within days of purchase; however, the store refused to accept the return. Ms*** is requesting that Sprint either refund her for the full purchase price of both cases or apply an account credit for the difference in the price quoted and what was actually assessed. We had the pleasure of speaking with Ms*** on July 28, 2017, and extended an apology for any frustration this matter may have caused. Her device upgrade took place at an authorized third-party retailer and while Sprint offers a 14-day Satisfaction Guarantee return policy on all of our products, third-party retailers may have additional conditions for returns. To address Ms***’ immediate concern, we offered to apply a $account credit, which represents the $difference in the price she states she was quoted for the cases and the price she was actually charged. Ms*** accepted our offer. As a result, the noted account credit was applied on July 28, 2017, and Ms*** confirmed that her concerns have now been satisfactorily resolved. We assure Ms*** that Sprint has no higher priority than its customers and appreciate her for taking the time to provide us with the details of her experience with our third-party retailer. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Ms***’ feedback will be shared with the appropriate managerial staff, and our hope is that she will allow us the opportunity to rebuild her faith in Sprint. We regret any inconvenience that Ms*** may have experienced and appreciate her business. In the event that additional assistance is needed, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday between the hours of 7:a.mand 3:p.m., Central Time Sincerely, Minnie S.Executive Services Analyst

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Kevin *** *** Sprint Account XXXXX
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrKevin *** ***. We appreciate the opportunity to address his concerns. Based on the information provided in his inquiry, Mr*** advised he called our Customer Care Department to close his Sprint account on October 13, He advised that his account was not closed as requested, and he made another call to our Customer Care Department and was assured that his account was being closed at the end of the bill cycleTherefore, Mr*** is requesting that we credit the monthly charges assessed after October 13, Sprint advertises and provides services in monthly increments. If services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan. When Mr*** contacted our Customer Care department on October and 14, 2017, to cancel his service, the account was set to expire on the last day of the billing cycle, November 4, 2017. Although he elected not to utilize the service following his cancellation request, the service was available, and the full monthly service charge is valid. We regret that this may not have been explained to him; however, this information is provided in our Terms and Conditions of Services Although we were unable to identify a Sprint billing error, in an effort to amicably resolve this matter, we offered to follow up with Mr*** after his account is closed on November 4, 2017, and the final invoice generates. We extended an offer to prorate the monthly charges contingent upon the phones not being used after October 13, 2017. Mr*** accepted the offer and asked for a follow up email. Based on the information received from Mr***, he advised that he had an unfavorable experience while attempting to cancel the service on his account. We appreciate him taking time to provide details of his experience with our representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at 1-855-848-3280, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

May 17, 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. According to the information provided, Ms*** was frustrated that she had to make multiple attempts to get a lease cancellation charge and a non-return fee adjusted for a device that was returned to SprintWe spoke with Ms*** on May 16, 2017, and reviewed the account, locating the previous credit mentioned of $and the updated charges of $for the non-return fee and $for lease termination fee. In an effort to resolve, we have applied the necessary adjustments to these charges and updated the customer with her current balance. With this action, Ms*** confirmed her complaint has been fully resolved We appreciate Ms*** for taking time to provide details of her experience with our customer service 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 On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the 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, Linard AExecutive Services Analyst Tell us why here

August 9, 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 his complaint, Mr*** expressed his dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with fraudulent activity on his Sprint account. Mr*** stated that fraudulent replacement phone orders were placed on his Sprint account and he was assured that all charges would be removed; however, his Sprint account is still assessed a $deductible fee that has not be removed. Mr*** request that fee be removed We contacted Mr*** on August 8, 2017, and advised that there was confirmed fraud on his Sprint account; however the investigation has been completed and we removed the $deductible from his Sprint account. As a courtesy, we also applied an additional $credit to his Sprint account We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If we can be of further assistance with this issue, Mr*** 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, Twana T. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, this resolution took two more phone calls to Mr Monk as the dates provided for the credit were not metMrMonk did, however provide more than I had requested and I am satisfied though I still have little faith in Sprint as a company as you do get an extreme amount of "run around"
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, the representative fails to point out that they did make a mistake, which I would like to make clearThey blamed the entire issues on PayPal without accepting any responsibility for the following: The agent told me on the phone that my order was indeed cancelled, and provided me with a cancellation number to prove soThe fact that the order was not cancelled had nothing to do with PayPal or my method of payment, that was entirely on Virgin Mobile. When speaking to the representative from Sprint, she stated that to her knowledge an order can NOT be canceled once placed, it can only be canceled by shipping back the device once receivedThroughout all of my experience contacting various representatives within this company, no one seems to have a grasp on what their actual policy is, and how their operations normally function. I am only accepting this resolution because it is the only offer they would give me, and I don't want to waste any more of my time trying to ask for moreI believe that I deserve more than they are willing to offer, however it is not worth my time.
Regards,
*** ***

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint 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’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with our not honoring the terms of our recently-offered contract buyout promotion, advising that she surrendered the device associated with her previous carrier’s services as required by the promotion but that we have not provided the offered reimbursementShe requested that Sprint that we provide the promotional reimbursement as offered. We regret any misunderstanding that may have occurred regarding our referenced promotion, which offers qualifying customers who port their mobile numbers to Sprint from specific carriers reimbursement of final service and/or equipment charges of up to $per line via a prepaid reward card, less any device travalue provided at the point of sale, after online registration and new service activation. Customers must complete a buyback or traof their current working equipment from their previous providers, in good condition, provide a copy of their final bill, and register for the promotion on our website. Eligible charges include Early Termination Fees or equipment installment balances; however, taxes, surcharges, service plan charges, usage charges, and late payment fees are not included. Further information related to the promotion is available for review on our website at www.sprint.com/joinsprint We spoke with Ms*** on June 27, 2017, and explained the information outlined above. We also advised that, although her activation of services with us met the promotion guidelines, we have no record of her having provided her required final bill from her previous provided including detailed cancellation chargesIn order to expedite the processing of Ms***’s requested reimbursement, we requested that she forward a copy of her detailed final bill from her previous carrier reflecting any applicable charges for cancellation directly to us so that we can review the matter further Ms*** indicated that she understood the information provided and will retrieve a copy and provide it at her earliest opportunity. She also indicated her satisfaction with our response We regret any inconvenience this matter may have caused. If we can be of further assistance with this concerns, Ms*** can 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.m., Central Time Sincerely, John CExecutive Services Analyst

June 2, 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 the concern of Ms*** *** *** our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that she received a promotional offer from a retail store manager for her new LG Gdevice which would provide 50% off the monthly Installment Billing Agreement (IBA) charge for her phone. She states that our Customer Care representative subsequently advised her that it can take up to two billing cycles for the above-referenced promotion to be reflected on the account. She further states that she is dissatisfied that the IBA promotional offer can take up to two billing cycles to be reflected on her account. She also indicates that she is not satisfied with the billing cycle reflected on her new account. As a result, she requests that these matters be reviewed and resolved. Our review of the account records indicates that Ms***’s account was established on May 10, 2017, and the billing cycle was also established for the tenth of each month. Our review also confirms that it can take up to two billing cycles for the 50% off the IBA monthly charges for her phone to be reflected on her account per the terms of the promotion. We received an email from Ms*** indicating that her account concern was previously resolved to her satisfaction. As a result, we have taken no further action regarding this matter. Should Ms*** need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

February 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx*** 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 his inquiry, Mr*** states he made a direct deposit payment from his checking account to his Sprint account. As a result, an overpayment for $1,occurred. He states he sent the required document for proof of payment from his checking account and was advised that the funds would be reimbursed to him; however, the matter remains unresolved. As a result, Mr*** is seeking assistance with his refund request for the overpayment of $1, We spoke with Mr*** regarding his refund requestMr*** confirmed that he received his refund on February 7, for $1, We appreciate Mr*** for taking the time to provide us with the details of his customer service experience with our store and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If I can be of further assistance with this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

July 13, 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 he started experiencing problems with his phone about three weeks after purchase. He further states that the store would not repair or replace the device, and he was referred to the manufacturer for assistance. He further advises that he believes the manufacturer overcharged him for repairs, and he is requesting that Samsung provide a refund of $70.31. He also stated that he believes Sprint should provide a refund for the payments he has remitted for his phone All new Sprint devices and/or Mobile Broadband 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 on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. We contacted Mr*** on July 11, 2017, to discuss his equipment concerns. We explained to him that because he does not subscribe to TEP on phone ***, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Mr*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty. During our discussion, Mr*** confirmed that he received his repaired phone back from Samsung, and a refund of $70.31. Although we were unable to identify a Sprint error regarding this matter, in appreciation of Mr***’s continued patronage, we applied a one-time credit to his account equivalent to one monthly plan charge. We must respectfully decline his request to refund his equipment payments. If Mr*** 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

March 21, 2018 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account XXXXX5248, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of *** ***, filed on behalf of account holder *** ***We appreciate your assistance in bringing our customer’s concern to our attention In his rebuttal, Mr*** acknowledged our actions in response to his initial filing; however, he expressed his continued dissatisfaction with his Sprint billing and customer service experience We regret that Mr*** remains dissatisfied with his bill and the customer service experienceDuring our follow up with Mr*** on March 14, 2018, we discussed his additional concernsAfter further review of Ms*** bill, we confirmed the January 2018, invoice included and unpaid balance for a Damaged Device fee assessed January 6, This amount was not included in the January 11, 2018, AutoPayAs a result, a late fee was assessedAs a courtesy, we adjusted the late feeWe also confirmed that the account was assessed an activation fee for new equipment purchased which we have also adjusted as a courtesyA further review with our retail store confirmed that Mr*** did not qualify for a promotional offer to receive a discount off an iPhone X as the traded in device was leased and was not owned by the customer, as required for the promotion. We regret any inconvenience this matter may have causedIf we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between a.mand p.m., Central Time. Sincerely, Michael G.Executive Services Analyst

April 10, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she returned two phones and has been awaiting adjustments to her billing for the returned equipment and prorated monthly service charges. Ms*** also advised that she had an unfavorable customer service experience while attempting to resolve these matters We regret any inconvenience this matter may have caused Ms***. We spoke with Ms*** on March 28, 2018, and advised her that all credits have been applied to her account for the returned equipment, activation fees, and prorated monthly service charges in dispute. We also discussed her monthly service charges, equipment, plus the taxes and surcharges for her remaining four lines, which are estimated at $per month with the Auto-Pay discount. Please note that this rate may vary should Ms*** purchase additional products or services. We appreciate Ms*** for taking time to provide details of her experience with our customer service representatives, as 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 her input in our ongoing efforts to improve our training and processes. We thank Ms*** for being a valued Sprint customer. Should she have any further questions regarding these matters, I can be reached by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April J*** Executive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that in February 2017, she contacted our Customer Care department to inquire about our Unlimited Freedom plan. She stated that the representative advised her that this plan would be the best option for her. She stated the representative went over what her monthly charges would be and she agreed to the plan change. She stated that the first invoice after she changed her plan was correct, however, on the second invoice after the plan change, she was charged a subsidized phone charge on two of her telephone numbers which she was not informed of. She stated that her intent was to lower her monthly costs when she made the plan change and believed that with the information the representative provided her that is what would occur. She stated she has contacted our Customer Care multiple times and has been unsuccessful in getting assistance with this matter. She is requesting a resolution to this issue We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone Charge. However, the price plan Ms*** selected, stipulates that customers who elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans Our records reflect that Ms***’s service plan was changed back to her previous plan, therefore, she will no longer be charged a Subsidized Phone Charge. In addition, a credit adjustment was made for the subsidized phone charges that were assessed to her account Ms*** notified us via email on June 6, 2017, advising that the issue was previously resolved to her satisfaction We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

August 1, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint 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 customers concerns’ to our attention. According to the information provided, Ms*** stated that when she added two new lines of service on her account she was advised by our retail store representative that she was eligible to receive a $monthly discount for each subscription if she signed up for automatic payment. Further, she stated that she has not received the promotional credits although she signed up for automatic payment. As a result, she is requesting that we honor the offer she states she was offered at the point of sale. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. As stated in the terms of the Sprint Unlimited Freedom Plan, discount applies when customer is signed up for e-bill and autopay Upon upgrading her devices and adding her two new phone numbers, Ms*** was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of her service planBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during her recent purchase. During our conversation with Ms***, we advised her of the above information. In addition, we informed her that our records reflect that she elected our competitors percent off promotion that is already heavily discounted. Further, we advised her that the promotion to receive a $monthly discount for each subscription when subscribed to automatic payment is our Unlimited Freedom Plan. We advised Ms*** that although we are unable to honor any verbal offers, in an effort to amicably resolve her inquiry we agreed to apply a one-time courtesy credit of $to her account. Ms*** accepted the offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, 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 a.mand p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

February 11,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your
assistance in bringing our customers’ concerns to our attentionMs*** has requested clarification regarding Sprint’s device unlocking policies regarding an Apple iPhone purchased in December 2014, and activated on Sprint's networkMs*** has indicated that she would like the device unlocked
Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
- Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options
- The associated account is in good standing
- The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked
We confirmed that Ms***’s Apple iPhone associated with phone number ending in *** is eligible for SIM unlockingPlease note that the SIM unlock information was transmitted to the device in question on February 8,
We appreciate Ms*** taking time to provide details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
If Ms*** needs further assistance with this matter, she can reach me by calling 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 M
Executive Services Analyst