Sprint Corporation

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a recent equipment promotion, advising that monthly equipment credits of $are not awarding to her account as offered Ms [redacted] requested that we provide the offered credits for the leased devices or that we allow her to cancel her Sprint services with no termination charges We regret any misunderstanding that may have occurred regarding our referenced device promotion and Ms [redacted] ’s equipment chargesOur records reflect that she upgraded the device for her noted line of service on December 18, 2016, to an iPhone Plus device for which she accepted a 17-month device lease agreement However, her chosen device model was not included in the referenced equipment promotion, leading to the requested monthly credits not awarding to her Sprint account Our records also reflect that Ms [redacted] contacted our Customer Care department on multiple occasions during the past months to inquire about her promotional credit and that our representatives have applied credits to offset each of the missed $since her equipment upgradeHowever, although we regret the delay in fully addressing Ms [redacted] ’s dispute, our records further reflect that representatives of our Customer Care department correctly informed Ms [redacted] on September 12, 2017, that she did not qualify for the promotion and that no further credits for this matter would be awarded We spoke with Ms [redacted] on September 19, 2017, and explained the information outlined above She indicated her understanding of that information but reiterated her dissatisfaction with the length of time taken for us to provide those details to herAs a courtesy, we applied service credits totaling $to her account to offset an amount equivalent to the value of the referenced promotion for the eight months remaining in her equipment leaseWe informed Ms [redacted] that the credits will apply to her service and not to her device leases, which must be paid each month to prevent becoming past-due Ms [redacted] indicated her understanding of that information and her satisfaction with our actions We regret any inconvenience this issue may have caused Ms [redacted] If we can be further assistance with this matter, she 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

[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: Please see attachment I emailed [redacted] C with some of my issues and they have not been addressed It is very inconvient to have to go to a Sprint store with issues to my phone and they keep the phone for half a day just to say they dont see a problem, yet I am able to send screenshots of when my phone shuts down and I cant receive a call when it actually rings Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I spoke with John and he was not able to do any more than the previous 12+ agents I spoke withDec 11th May have been his first time hearing about the issue, but I suspect Sprint has records of the previous numerous conversationsI have been told that I’m not a customer anymore so it’s not their issue, and they do not take this seriouslyI have also asked for expedited mail for my invoice - that was allegedly sent twice to my address on file but never receivedInstead, John said he would put in another request for the same regular mail service that takes business daysMy invoice was due on Dec 19th I believe it is Sprints responsibility to provide me with a bill in a timely manner, and not expect payment until I have received itThey are broken as a company and their business practices and policies are unethicalThey have threatened me and tried to bully me by telling me I would be sent to collections for a bill I have not received but is somehow overdueThey have made it clear that I am “not a customer any longer” so they do not need to treat me as one (although this billing issue was the reason I left them in the first place)They also told me the effect on my credit score due to their incompetence was “not their problem”I know of numerous other friends and colleagues that have had the same issue with Sprint; according to the contract I signed they are legally obligated to provide a billIf it can be organized, my hope is that they get hit with a class action lawsuitAt this point they have taken so long to provide a bill that Verizon has no obligation to pay the contract termination feeJohn was finally able to get a Sprint store to print the I’ll but not until the day I had informed him my husband and I were leaving the country for our honeymoonExtending the due date for the bill was also not something he was able to doThey cannot email it due to “security issues” but they don’t seem concerned that they have allegedly sent it via regular mail twice and I have not received itWhy not the just pay the $and send it through registered mail - especially is security is actually a concern Regards, [redacted] ***

January 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account [redacted] , ***, Shazon Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] states that he is disputing the charges reflected on his invoiceHe further states that he was informed that adjustments would be made to his account that have not been made, and he was informed that he would receive a callback to discuss his concerns, and he has not received a callConsequently, Mr [redacted] is dissatisfied with the level of customer service he has received, and he is requesting that his billing be corrected We believe that there may be a typographical error in the way the complaint was submitted as the account holder is Mr [redacted] and the subscriber on his account is Ms [redacted] We communicated with Mr [redacted] and Ms [redacted] on January 8, 2016, regarding their billing concernsDuring our detailed conversation, the customers stated that they believe they were offered a $credit to Mr***’s account in September and the credit has not been appliedThey also stated that they accepted the iPhone Forever plan with new iPhone 6s 64GB devices, and were told that their billing would not changeMr [redacted] and Ms [redacted] indicated during our conversation that he did sign an agreement; however, he was not aware that the agreement resulted in a higher lease amount for the equipmentAnd last, they further stated that if the offers were not honored, Mr [redacted] would like to cancel his service We regret any misunderstanding that may have occurredA review of our records determined that the devices on the account are leased at $for each device and the prior devices were leased at $each, a difference of $for each phoneWe called the number ending in 6022, which is the contact number noted in the complaint, and we spoke with Ms [redacted] again todayWe informed her that our account records reflect that from September 16, 2015, to present, a total of $in credits have been applied to Mr***’s account, and we have been unable to confirm that an additional $credit was offeredConsequently, we are unable to apply an additional $credit to his account based on no record of this information being noted in the account from September to presentHowever, in an effort to reach an amicable resolution, we can offer one of the following resolutions in reference to his equipment billing dispute: We can allow Mr [redacted] to return the devices he currently has for devices that are less than the $amount each month, and he can remain on the iPhone Forever planThe devices he has to choose from are the iPhone 5s 16GB, iPhone 16GB, or iPhone 6s 16GB If he still desires to cancel his service, he will need to return both of the iPhone 6s Plus 64GB devices in good condition, and upon cancelation of the account, we will credit the lease cancelation charges for each deviceAll other monthly service charges are considered valid The difference in the total amount of the old equipment versus the new equipment that he is being assessed over months is $Due to Mr [redacted] confirming that he did sign the agreements, we can offer to credit one-half of the total disputed amount with a total $credit to his account to bring full closure to this issue Ms [redacted] stated that she will discuss this matter with Mr [redacted] and they will advise us of their decisionWe informed her of the billing cycle end date of February 27, 2016; therefore, Mr [redacted] will not want to exceed this date should he decide to cancel or port his numbers to another carrier; otherwise, he will enter into a new billing cycle, and the full monthly service charge will be dueThere is no proration should cancelation occur during a billing cycleOur offer is available for the next days We appreciate Mr***’s and Ms [redacted] ’s taking the time to provide us with the details of their experience with our retail store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management staff for review We regret any inconvenience that Mr [redacted] or Ms [redacted] may have experienced while attempting to resolve his account concernsShould there be any additional questions or concerns, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time Sincerely, Bridgette F Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the r Complaint: [redacted] I am rejecting this response because: if they would have sent me the information that I requested in the first place, my credit would NOT have been affected negativelyThe rep even said I had online access and just like the reps before when I logged in but, they have the online statements blockedMy credit needs to be adjustedI've now submitted my statements and [redacted] (the company that I switched to) is now processing the request to pay off my Sprint billThis could have all been avoided if they would have fulfilled my request as I attempted several times starting in DecemberI have correspondence to prove thisI'm letting everyone know about how Sprint treats their loyal customers Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I did reach out to them, left multiple massages to MrSean, but nobody reach out to call me, they only sent the same email wich shows how luttle the company cares for their costumersI actually got a hold of MrSean Jones today, I believed that he had no interest in finding a solution for me as he was very clueless the whole conversation as he ask me how I was doung because of the hurrican, I replay to him not too good as I lost two family members, he's response was ohh ok good good, as they mention the conversation was recorded, so I hope a higher executive gets to hear it, as I mention nothing was done to help me, did not let me out of the contract, did wanted to upgrade me, just to pay off my phone and buy another one, this company lost my trust, I guess it's alright and ethical for them to take advantage of people with language barriersAs I mention nothing was resolve and unfortunately I am still with this company Regards, Ronald B [redacted]

May 15, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] stated that since she switched to Sprint she has been overcharged on her bills She stated that due to the recall of her Samsung Galaxy Note she is being charged for the device which should have been free with a Buy One Get One free (BOGO) promotional offerShe stated that she is being billed for Florida and Missouri taxes on her invoice and she lives in MissouriAdditionally, she stated that she was advised her final invoice from her previously wireless service provider would be paid by SprintHowever, she was never advised of the process to register for the contract buy out promotion and she has been billed by her previous wireless service provider for the devices she turned into Sprint As a result, she requested that Sprint honor the free device under the BOGO promotional offer, to have the charges she was billed by her previous wireless service provider paid, her bill corrected and a refund for what she has been overcharged 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 pricingWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changesWe spoke with Ms [redacted] on May 2, 2017, and requested time to investigate into her concernsBased upon our review, the account reflects that Ms [redacted] subscribed to the percent off [redacted] Mobile Share Plan with 16GB, including unlimited talk, text, with $per line per month Auto-pay discount, until January 31, Furthermore, we confirmed Ms [redacted] ’ account was originally properly configured for device purchase eligibility for the promotional BOGO offer; however, due to the manufacturer recall and her return of the Samsung Note device, the required code was removed Therefore, to resolve the matter, we can credit the monthly lease charges on previous invoices and apply a onetime lump sum credit for the remaining lease commitment balance In addition, upon account review, there was no contract buyout registration on file, neither do we have detail invoice from her previous provider in order to process the promotional offerWe updated her account information to reflect Missouri taxes and a credit of $will be applied to the account for the tax issueWe made unsuccessful attempts by phone to contact Ms [redacted] on May, 2, 3, and 11, 2017, in order to provide her with our resolutions Unfortunately, we have been unable to reach her and she has not returned our calls However, in order to fully resolve these matters we will need to speak with herMs [redacted] has days from the date on this response to contact us and accept the aforementioned resolutionsWe look forward to speak with her We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] RExecutive Services Analyst

October 6, Revdex.com Ward [redacted] , 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 of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service that he received while attempting to address his device concerns Therefore, he is requesting an apology from the Sprint employees he dealt with, and to have his device repaired or replaced by Sprint without him having to manually transfer his data to the new device We spoke with Mr [redacted] and addressed his account concerns We explained that all new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line or during open enrollment if the device is in good working condition 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 advised Mr [redacted] that because he does not subscribe to TEP, 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 contact the manufacturer to have the device examined for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Customers are responsible for any shipping costs and monthly service charges incurred The customer may also incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with the device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: If the device has an issue that is deemed repairable by the Sprint service and repair center, the customer may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device We apologize for any inconvenience that this matter may have caused and Mr***’s feedback regarding his experience will be used to improve our serviceMr [redacted] confirmed that he visited his local Apple store and his issue was resolved As a one-time good wwill jesture, we applied credits totaling $to his account to offset a portion of his service charges 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

Tell us why hereSeptember 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal, Ms [redacted] expressed her dissatisfaction to our response to her previous filing stating that she declined our $credit offer and she already sent her payment Further, Ms [redacted] stated that crediting her account would not benefit her During our discussion with Ms [redacted] on September 25, 2017, we attempted once again to discuss Ms [redacted] ’s outstanding account concerns At that time, Ms [redacted] stated that she would like to record her call with our office before speaking with us Because we respectfully declined her request to record our call, we will provide our response to her follow up inquiry in writing As we advised in our response to Ms [redacted] ’s initial filing, we confirmed that her unpaid balance is valid and payable to Sprint for services provided Further, we do not have record of receiving her final payment Although we were unable to identity a Sprint billing error, as a final offer to bring closure to this matter, we can apply $account credit, which is one-half of her unpaid balance Our offer is available for days from today’s date and represents our final position If we can be of further assistance with this concern, or if Ms [redacted] would like to accept our offer, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meOnce I return the phones and see my final bill reflecting the credits to offset any charges, I will finalize this case against Sprint Regards, [redacted]

[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: It is most unfortunate Sprint feels the need to refuse to accept some responsibility in my dispute In my above response, I provided the case number to the recorded and notated conversation with the Sprint representative who PROMISED I would be able to cancel and the associated fees would be absolutely waved Furthermore, it is even more disappointing that upon activating we were lied to by Rebecca, our sales associate We were never offered to review any terms and conditions, just told how great and awesome Sprint network was That is until it did not actually work, then we were given a "catch all" phrase of legal terms of "how Sprint does not guarantee the network will actually work, and they are not responsible for outages, not responsible for absolutely anything, and how they can change everything without noticeso forth and so on That is their defense in changing their mind regarding our disputeWe made the dispute with the Sprint store in League City Texas, just off of and We explained everything to the manager who even agreed the $should be refunded but he stated the account is closed and could only be authorized by corporate We were told the dispute would take days and to call back days turned into weeks and shortly after the initial days, here came the collection calls The threatening lawsuit and credit marks were made initially just to me and my wife, after explaining we had a dispute going on the calls became more and more frequent and they started calling my minor children We when called the store manager again, checking on the dispute and to explain about the collections, he was upset and advised this was unacceptable and we should not be receiving calls However, the calls did not stop and Sprint advised us the only way to stop receiving the calls was to pay and upon closing the dispute, the amount would be refunded HA, did I get fooled, it was nearly immediately after paying we found out the dispute was closed and no resolution was foundI am extremely disappointed how Sprint treated us, the lies, baited phone calls, and constant avoidance until we payed Then even though so many promises were made to us during this entire process, we were given a "we are not responsible for our product" statement but please pay us anyway or we will lie more and affect your credit Sprint has been a huge let down, and a massive eye opener for how they do business Extremely unfortunate, I will tell everyone I know how dirty they do business Regards, [redacted]

September 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We received this inquiry on August 17, 2016, and appreciate your assistance in bringing our customers' concern to our attention Based on the inquiry, Mr [redacted] states since moving from Wisconsin to Virginia in he has experienced nothing but service issues, citing dropped calls and no data connection He also stated before visiting Canada he activated international data services; however, he had no service once he landedHe states he contacted our Customer Care department and was informed that his issue was escalated Additionally, Mr [redacted] stated when received his recent billing statement, he discovered that is bill was higher and that his plan was changed without his knowledge He states he contacted our Customer Care department again and was informed that his account calling plan was inadvertently changedMr [redacted] further stated that that inquired about his service ticket and was informed that his service issues were still under investigation Meanwhile, he states he continues to experience service issues while traveling to different cities and states As a result, he is requesting to end his contract without any Early Termination Fee, due to lack of service He also requests a refund for expenses he paid out of pocket up to or around $Mr [redacted] further request that his account be credited in full for the last couple of months billing and to be compensated We regret that Mr [redacted] ’s experience with service in his local calling areas is falling short of his expectationsWe 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 Please be advised that we spoke with Mr [redacted] regarding his coverage concerns We offered to investigate his reported service issues to our Network Team, and he accepted Our network team conducted an investigation of the cell sites serving Mr [redacted] ’s local calling area for any negative performance trends, and service-impacting impairments, and made some modifications were made to the cell sites in an attempt to optimize performance However, when our Network Team contacted Mr [redacted] ’s he stated he is still experience connection issues We determined that Mr [redacted] ’s service location and the surrounding area is in is considered “fair” coverage and near to the midpoint of his three closest serving cell sites so he will not have a dominant signal strength Unfortunately, we have completed all optimizations and are unable to further improve the coverage at this location Our office contacted Mr [redacted] and discussed his options We offered to credit his July invoice by $55.58, reducing his balance to $and credit his final invoice in full We also offered to facilitate the return of his device and credit the cancellation and unpaid lease charge; however, he stated he will keep his device and turn it in to his new carrier, so that they can buyout his contract We suggest that Mr [redacted] port out his number and/or cancel on or by September 10, 2016, to prevent another monthly charge We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our customer service department, as we are continually striving to improve the quality of service provided to our customers Please be assured that customer feedback is invaluable and consistently used to re-evaluate our processes and training curriculum We regret any inconvenience that this matter may have caused Mr [redacted] If I can be of further assistance, he 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, [redacted] BExecutive Services Analyst

November 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to resolve an issue with promotional equipment pricing and account credits offered to her, citing that we are not honoring the terms of those offers for $Loyalty Credits for three devices she obtained via lease agreements and an additional one-time $creditMs [redacted] indicated her belief that we falsely advertised the promotions She requested that we provide the offered credits and provide compensation for her time and inconvenience We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial teams for further review We regret any possible misunderstanding that may have occurred related to the referenced promotional offers and Ms***’ account billing Our Marketing department works diligently to ensure that our website and marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products, including promotional offers We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide Our records reflect that a member of a specialized escalation management team contacted Ms [redacted] on October 30, 2016, to discuss her reported concerns in detail At that time, we informed Ms [redacted] that the $Loyalty Credit and the requested $account credit promotional benefits are not combinable; however, we confirmed that the $account credit should apply to her account within three billing cycles, as outlined in the terms of that promotion As a result of our findings, we respectfully declined Ms***’ request for compensation, as we are unable to identify any error on the part of Sprint related to her disputes While it is our goal to amicably resolve all matters brought to our attention, we regret that we were unable to do so in this situation However, we believe that we have fully addressed Ms***’ reported concerns We regret any inconvenience these matters may have caused Ms*** If we can be of further assistance related to these concerns, or if she would like to provide additional information for our consideration, Ms [redacted] can contact me 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, Twana T Executive Services Analyst

May 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Unknown Sprint Account Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent inquiry of Ms [redacted] We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the payment that was debited from her financial institution by Sprint and requested a refundMs [redacted] stated that she believes it is an unfair business practice for Sprint to deduct a payment from her bank to satisfy the balance of an account that does not belong to her because she did not consent to an agreement with Sprint nor did she receive notification of the pending payment Sprint has reviewed Ms [redacted] complaint As stated in our previous response, our records reflect that, Ms [redacted] ’s card information was on file as a payment method for a Sprint account that was closed with valid outstanding charges for equipment Per the Terms and Conditions of the Equipment Purchase Agreement on the account, the customer agreed that by providing us any payment method at any time during the agreement term Sprint is authorized to charge this payment method for all amounts owedFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to the account holder’s address on file, advising that the outstanding debt will be deducted from the card on file within days from the date of the letter As a result, we must respectfully decline her refund request We advised Ms [redacted] that her concerns were reviewed by our Executive & Regulatory Services team While we regret that she is not satisfied with our initial response, our position remains unchanged Should Ms [redacted] should have additional questions regarding this matter, she can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

I have resolved my issues with Sprint regarding the above #Thank you Regards, [redacted]

August 4, 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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that on June 3, 2017, she cancelled her accountShe also stated that on June 12, 2017, she visited a local Sprint Retail Store and returned her four devicesHowever, upon receiving her June invoice, she stated that a $equipment insurance deductible charge was applied to her Sprint account via the program administrator, AsurionMs [redacted] further advised that she contacted Sprint and the program administrator, Asurion, to dispute the aforementioned charges and advised the companied that an insurance claim was submitted and processed by Asurion, without her authorizationTherefore, Ms [redacted] requested that Sprint review this matter, apply an adjustment of $towards her account balance associated with the insurance deductible charge, and respond accordingly Sprint has reviewed Ms***’s complaint and our records reflect that on May 11, 2017, the program administrator, Asurion processed an insurance claim associated with phone number ending in As a result, a $insurance deductible charge was applied towards her account balance and was reflected on her June invoice Our records further reflect that on August 3, 2017, our Fraud Management team reviewed Ms***’s billing dispute concerning the equipment insurance deductibleBased on the research by our Fraud Management group, a credit was applied of $and $9.49, towards the insurance deductible charge and a Late Payment Fee chargeThe aforementioned adjustments will be reflected on her next invoice We spoke with Ms [redacted] on August 4, and relayed the aforementioned information to herMs [redacted] has confirmed her issue resolved We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

Sprint – Executive & Regulatory Services PO Box Irving, TX April 18, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on April 3, We appreciate your assistance in bringing our customers' concerns to our attention In Ms***’s filing, she stated that she had an unfavorable customer service experience while attempting to replace her defective device associated with phone line ending in *** Ms [redacted] further stated that the deductible in association with Sprint’s Total Equipment Protection (TEP) program was not properly disclosed to her upon the enrollment in the referenced program Therefore, Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintOur records indicate that Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) plan on phone number ending in *** Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep While we regret any miscommunication that Ms [redacted] may have received pertaining to the cost of the nonrefundable deductible assessed by our program administrator, Asurion Please be advised that Asurion provide notifications directly to customers via mail upon updating their terms and conditions services We spoke with Ms [redacted] on April 6, 2017, and discussed the terms and guidelines associated with Sprint’s Total Equipment Protection (TEP) programMs [redacted] stated that she was not informed of the terms and conditions at any timePlease be advised that our program administrator, Asurion sends literature to all Sprint subscribers once they elect coverage for their respective deviceIn addition, Sprint provides it’s subscribers with the aforementioned website to obtain information pertaining to Sprint’s Total Equipment Protection (TEP) program Sprint regrets any unfavorable interactions with that Ms [redacted] may have encountered with our Customer Care groupWe informed Ms [redacted] that Sprint appreciate her taking the time to provide details of her experience with our Customer Care groupWe 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 reviewMs [redacted] confirmed her understanding with the information relayed to herShould Ms [redacted] have any additional question and/or concerns pertaining to the matter discussed herein, we encourage her to contact the undersigned directly at the phone number noted below We regret any inconvenience that Ms [redacted] may have incurred with our customer service representatives If I may be of further assistance, Ms [redacted] may reach me directly by calling ###-###-####, ext***, Monday through Friday, between 8:a.mand 5:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk 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.]Dear Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me but would like to point out that they reference a " [redacted] " but my name is [redacted] I find a need to point that out as who knows what might happen next monthThank you Revdex.com for helping me put a stop to their bogus charges month after month since the October billing when each and every time they said it would stop.THANK YOU SO VERY MUCH! Regards, [redacted]

June 1, 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] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the previous response provided Ms [redacted] further expressed her dissatisfaction with the charges assessed to her account upon upgrading the devices and participating in Sprint’s iPhone 32GB with Eligible Trapromotional offerMs [redacted] further expressed her dissatisfaction with her initial equipment order being cancelled as well as being informed that her new iPhone devices would be free In addition, she stated that she was required to return the iPhone devices with days from date of purchase to our Returns warehouse Lastly, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concernsMs [redacted] requested that Sprint review these matters and adjust her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and 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 Sprint reviewed Ms [redacted] ’s complaintAs stated in our initial response, our records indicate on February 25, 2017, Ms [redacted] placed an equipment order with our Telesales group, which was cancelled due to suspicious activityThereafter, a new equipment order was processed and approved, which was shipped Ms [redacted] ’s billing address on fileBased on our account review, we confirmed that Ms [redacted] received and activated four iPhone devices via Sprint’s 18-Month Leasing program Please note for a limited time, a promotional offer was available from February 17, through March 16, 2017, for a $iPhone 32GB with Eligible Trapromotional offerCustomer’s can receive an iPhone 32GB device with eligible device trade-in, upon activating or purchasing an iPhone 32GB device via Lease or Monthly Installment Billing programsCustomers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill within one to three billing cycles Furthermore, our records indicate that Ms [redacted] turnfour iPhone devices, which was received at Sprint’s Returns warehouse We confirmed that as of April 7, 2017, the promotional lease credit of $per month was applied to phone lines ending in ***, ***, ***, and ***, which will reflect on the account within one to three billing cyclesLastly, on April 13, 2017, our Customer Care group approved and applied a one-time courtesy adjustment of $1, including taxes to Ms [redacted] ’s accountThe adjustment appeared on Ms [redacted] ’s May 6, billing statement Upon receipt of Ms [redacted] ’s follfiling, we reiterated the aforementioned information to Ms [redacted] Please note that we advised that we confirmed that the $promotional discount was applied on phone lines ending in ***, ***, [redacted] and [redacted] as of April 7, 2017; however, she needs to wait two billing cycles for the promotional lease credits to be applied to her monthly billing statementsTherefore, the promotional lease credits should appear on Ms [redacted] ’s June 6, billing statement Upon receipt of her June 6, billing statement Ms [redacted] can contact the undersigned directly at the phone number noted below We appreciate Ms [redacted] 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 [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concernsIf we can be of further assistance, Ms [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/ [redacted] SExecutive Services Analyst

July 18, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] ***, submitted on July 2, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that he purchased the Samsung Galaxy sin March 2016, when we were offering a promotion to get the Samsung Gear headset for freeHe states that he did not receive the equipment, and because the promotion is over, has been offered a credit of half the cost of the deviceMr [redacted] is requesting that we send him the Samsung Gear headset for free, as his order was placed during the promotion period We spoke with Mr [redacted] on July and 7, 2016, regarding his dispute and advised the Free Samsung Gear VR Headset promotion was available through March 18, 2016, or while supplies lastAt the time that Mr [redacted] purchased his Samsung Galaxy s7, all promotional inventory of the Samsung Gear VR Headset had been depleted For this reason, we are unable to comply with Mr***’s requestHowever, as a means to provide an amicable resolution and to bring closure to this concern, we offered an account credit in the amount of $This amount is half of the purchase cost for the equipmentUnfortunately, Mr [redacted] did not accept our offerShould Mr [redacted] change his mind, this offer will remain valid through July 21, 2016, and he may contact me directly to accept the account credit We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst Tell us why here