Sprint Corporation

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed the Early Termination Fee assessed when she terminated Sprint service on one of her subscriptions, stating that she was required to purchase a new device and became dissatisfied with the new device performance Ms [redacted] requested we refund the $Early Termination Fee assessed when the subscription ported to another carrier on November 27, We regret any possible misunderstanding that may have occurred related to the disputed Early Termination Fee (ETF) Our records reflect that the Ms [redacted] was previously utilizing a WiMAX device In May 22, 2013, Sprint began notifying customers of the WiMAX network decommission Sprint will provide impacted customers reasonable advance notice of the service change Additional review of Ms [redacted] ’s Sprint account indicated that she was notified that her Samsung Conquer 4G WiMAX device would be decommissioned in Upon notification, impacted customers may select one of the following options: (a) Choose to complete the Service Agreement term using your existing device without 4G WiMAX capability for which Voice and 3G data will continue to be functional on their device (b) Elect to complete the Service Agreement term by contacting us after receiving notice from Sprint to transition to the Sprint 4G LTE network with no additional term commitment required (Transition Option) (c) Deactivate Ms [redacted] visited a Sprint Authorized Retail location on November 4, 2015, after authenticating the security information, she elected to purchase and activate a new handset at a subsidized price In exchange for the subsidized price, the authorized end user agreed to renew the two-year service agreement During our conversation with Ms [redacted] on January 19, and 25, 2017, we explained the above-mentioned information Although we were unable to identify a Sprint billing error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we applied offsetting credits totaling $towards the valid Early Termination Fee Ms [redacted] confirmed acceptance of our offer and advised that all of her concerns have been addressed and resolved to her satisfaction We regret the circumstances that led to Ms [redacted] ’s decision to terminate the services for telephone number ending [redacted] with us If we can be of further assistance with this matter, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst MS/lk

Tell us why here...June 16, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 16, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the balance reflected on her account, stating Sprint is overcharging her for an account which was cancelled on May 10, She further advised that she is being billed after her request to cancelMs [redacted] requested that Sprint address her concern According to our records, on May 11, 2017, Sprint suspended Ms [redacted] ’s account due to non-paymentOn May 13, 2017, Ms [redacted] remitted payment which restored the services on her accountAdditionally, the account incurred a reconnection fee of $as reflected on the June billing statementLater that day, Sprint suspended Ms [redacted] ’s account and applied a credit of $ to offset the monthly recurring charges reflected on the May billing statementOn May 24, 2017, Ms [redacted] ’s account was terminated To resolve this matter, we applied a credit of $to offset the remaining balance on the accountWith this credit, Ms [redacted] ’s account is closed with a zero balanceWe contacted Ms [redacted] on June 16, 2017, and informed her of our resolutionShe expressed her satisfaction with our resolution We regret any inconvenience this may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms [redacted] submitted on July 7, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concernsMs [redacted] stated that she visited an Authorized Sprint Service and Repair Center location to repair her damaged device, and was informed that the cost of the repair would be $for the replacement of the defective batteryHowever, Ms [redacted] was unsuccessful with having her device repairedTherefore, Ms [redacted] requested that Sprint review this matter and allow her the ability to replace her battery or device Sprint has reviewed Ms [redacted] ’s complaint According to our records on March 15, 2016, Ms [redacted] upgraded the device associated with phone line ending in *** At that time, she activated a Samsung Galaxy Sdevice via Sprint’s Lease program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the devices and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect 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 Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms [redacted] 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 [redacted] ’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 We spoke with Ms [redacted] on July 25, 2017, and relayed the aforementioned information During our discussion, Sprint agreed to replace the Samsung Galaxy SGold device associated with phone line ending in [redacted] with a new Samsung Galaxy SGold device as a one-time exception, which will be shipped to her mailing address on file within (3) business days from date of approval Please note upon receipt of the replacement device, Ms [redacted] must return the defective device within (15) days to avoid additional equipment charges being assessed to her Sprint accountMs [redacted] acknowledged her understanding with the information provided and expressed her satisfaction with Sprint’s efforts to resolve her equipment concern We appreciate Ms [redacted] taking the time to provide us with her feedback regarding our Sprint Retail store We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that her concerns have been forwarded to the appropriate managerial staff for review We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Romualdo F Executive Services Analyst

February 24, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he signed up for the Sprint One Up program and is eligible to upgrade his current device every 12-monthsHe stated that he recently visited one of our retail stores and was advised that he was no longer part of the Sprint One Up program and therefore was not eligible to upgrade his device after having it for consecutive monthsAs a result, Mr [redacted] is requesting that we place him back on the Sprint One Up program and allow him to upgrade his current device During our conversation with Mr [redacted] on February 16, 2016, we apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that the Sprint One Up program was discontinued in January Additionally, he was notified by mail of the cancelation of the program and received his last Sprint One Up yearly upgrade in January We advised Mr [redacted] that although the Sprint One Up program no longer exists, in an effort to resolve his complaint we would agree to reset his upgrade eligibilityMr [redacted] accepted the offer and is now eligible to purchase a new deviceHe is aware that he is subject to the new terms of the device that he purchases We appreciate Mr***’ taking the time to provide us with the details of his customer service experienceWe regret that the level of service he received was not indicative of the world-class service we strive to provideThe feedback he provided has been forwarded to the appropriate management staff for further review If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### or directly extension ***I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive Services Analyst

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states in October she requested that one of her phone lines be cancelled and that a second line of service be transferred to her brotherShe states that she relocated to a new addressed and had her mail forwarded She further states she later received a suspension notice in January for the line that was transferred to her brotherMs [redacted] states she learned that her brother was no longer using the device because it was broken and that he never received a billTherefore, she contacted our Customer Service department for assistance and discovered that the line she requested to be transferred to her brother was disconnected and the other line remained active on the accountMs [redacted] states she paid the balance in full and requested that the service be cancelled, however, in March she received another bill for a reconnection fee As a result, she requests that the reconnection fee be credited for the line she disconnected We spoke with Ms [redacted] regarding her account billing We advised her that the reconnection fee was credited and her cancelled account is final with a zero balance Ms [redacted] accepted our handling and did not require any further assistance Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter has caused Ms [redacted] If she needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

August 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of Mr [redacted] ’ has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] ’ expressed his frustrations with the security credentials of his Sprint account being updated without his authorization and a $customer loyalty reward card Mr [redacted] ’ requested that we provide him access to his account without him visiting the Sprint store with identificationHe also request the $reward card be mailed to him and not placed on his account as a credit We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’ referenced security concerns Our records reflect due to possible suspicious activity, his online profile password was expired and account securedA text message was sent to oldest active phone line with temporary PIN If Mr [redacted] is unable to update his PIN online, Customer Care or a Sprint store can assist him with updating the security PIN and question We attempted to contact Mr [redacted] via telephone and e-mail on July 27, August 1, 3, and 10, Because those attempts were unsuccessful, we sent a letter to his address of record via U.S.P.Son August 3, 2017, acknowledging our receipt of his inquiry and inviting him to call us directly if his billing concerns have not been fully resolved Mr [redacted] has not yet respondedHowever, to further address his account concerns and the $reward card, we must speak with Mr [redacted] If we can be of further assistance with this matter, or if Mr [redacted] ’ reported issues remain unresolved, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Jaime RExecutive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX June 7, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she canceled her Sprint service due to a billing dispute that included her discontent with the Account Spending Limit (ASL) and the associated fee She further stated that she incurred equipment and cancellation charges although she returned the associated equipment She has requested that we waive the charges Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms [redacted] Furthermore, Ms [redacted] ’s account was activated with an Account Spending Limit based on the results of the credit evaluation performed when she established service with us Sprint assesses a $Spending Limit Program Charge to Spending Limit accounts Sprint will waive the $Spending Limit Program Charge for affected customers who enroll in eBill and our recurring automatic payment program We spoke with Ms [redacted] on May 22, 2017, advising that we will review her concerns and follow up with her After a review, our records reflect that Ms [redacted] ’s account was activated in October 2012, and her monthly service charges remained consistent at about $before taxes, surcharges, and applicable fees until March and April During March and April of 2015, Ms [redacted] upgraded her phones via Lease Agreements, changed her monthly service plan, and added a tablet device via a new line of service, which affected her monthly service charges Regrettably, Ms [redacted] elected to cancel her service in February Consequently, Lease Cancellation and Device Purchase charges were assessed to her account We have confirmed that Ms [redacted] returned the device associated with the line of service ending [redacted] and the $Device Purchase charge was adjusted in March Because the Lease Agreement associated with line [redacted] was canceled prior to its fulfillment date, the $Lease Cancelation charge is valid As a courtesy, we applied credits totaling $to Ms [redacted] ’s account to offset the Early Termination Fee associated with the cancellation of the tablet device and the late fee reflected on her March invoice We have been unable to confirm the return of the device associated with the line of service ending Therefore, the remaining $account balance is valid and further credits are not warranted We attempted to reach Ms [redacted] by phone on June 2, 2017, to provide our findings; however, we were unable to reach her Therefore we invite Ms [redacted] to contact us at the number below if she wishes to discuss this matter further If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

Sprint is in receipt of the above-referenced follinquiry of Ms [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led her to contact your office once moreIn her inquiry, Ms [redacted] expressed her dissatisfaction with the manufacturer, LG, sending her equipment back to her without repairing the headset, citing that LG informed her that Boost Mobile sold her a counterfeit productAs a result, she requested that Boost Mobile fully refund the device We strive to ensure that our device lineup provides customers with the richest and most-convenient wireless communication options available using state-of-the-art technology and equipmentWe have built a solid reputation on honest business practices, and it is never our intention to mislead or confuse our customers with regard to the products we provideAs such, we appreciate Ms [redacted] bring this matter to our attention so that we can look into the claims regarding the accessory sold to Ms [redacted] by one of our third-party retails stores During our August 19, 2015, conversation with Ms [redacted] , we informed her that although we regret any misunderstanding that may have occurred regarding the one-year manufactures warranty for the device, our Boost Mobile Terms and Conditions outlines that when equipment is purchased from one of our third-party retailers, said equipment is bound to the return/exchange policy at the point-of-purchaseTherefore, all inquires regarding a device refund should be directed to the staff at that locationHowever, as a demonstration to our commitment to customer excellence, we applied a $credit to Ms [redacted] ’s account to offset the cost to replace the malfunctioning equipmentWe are pleased to inform you that Ms [redacted] expressed her satisfaction with the resolution of this matter On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experiencedIf you have questions regarding this issue, please contact me directly at [redacted] or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Kendra O [redacted] Executive Services Analyst

August 24, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] Sprint Case [redacted] Dear Mr***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to have is his billing correctedMr [redacted] claimed that he was offered an LG Vhandset at 50% offMr [redacted] claims he was told that the price of the LG Vwould be $and that Mr [redacted] would be receiving a monthly credit of $16.50.We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the eligibility requirements to receive the 50% off promotion for the LG VWe did verify that Mr [redacted] was offered the 50% off promotion for the LG VWe have added the correct promotional codes so that Mr [redacted] will be receiving the monthly credit of $for the duration of the contract on his LG V20.We are pleased that we were able to resolve these concerns to Mr [redacted] ’s satisfaction If we can be of further assistance regarding these matters, you or Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely,Dianah A.Executive Services Analyst Tell us why here

May 2, 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 complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’ inquiry, she advises that when she signed up for service, she was told that the Account Spending Limit (ASL) would eventually be removed, as well as the associated $Spending Limit Program Charge Therefore, she is disputing the ASL charges, and requesting that we remove it without her being required to enroll in automatic payment and eBill on her account All customers requesting postpaid wireless service are subject to a credit evaluation Ms [redacted] sSprint service for her business on December 22, 2014, and based on the results of a credit evaluation, her account was swith a spending limit All accounts swith a spending limit are assessed a $Spending Limit Program Charge However, Sprint will waive the $Spending Limit Program Charge for affected customers who enroll in eBill and our recurring automatic payment program Customers can enroll in eBill and setup recurring automatic payment via www.sprint.com/myaccount by logging on to their My Sprint account, or by contacting our Customer Care department by dialing *from their device to request that a recurring automatic payment enrollment form be sent to their address on record After a careful review of Ms [redacted] account, due to her excellent payment history, we removed the ASL and associated $Spending Limit Program Charge Starting with the next invoice dated May 28, 2016, the ASL fee will not be assessed We appreciate Ms [redacted] 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 We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information received, Mr [redacted] stated that when he activated new Sprint service he was advised that we would pay the Early Termination Fees he was billed from his previous wireless carrier if he turned in his devices from his previous carrier to Sprint Mr [redacted] stated that he turned in the devices, however; we failed to pay the Early Termination Fees he was billed by his previous carrier As a result, he is requesting that we pay the Early Termination Fees he incurred from his previous carrier As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous providerDuring our conversation with Ms [redacted] , an authorized user on the account, on April 7, 2017, we shared the aforementioned information and advised her that our records do not reflect that she registered for the Join Sprint promotion We advised her that we would honor the offer and process a Reward Card equivalent to the switching fees she incurred with her previous carrier with the condition that she provide us a detailed invoice from her previous service provider that reflects the Early Termination Fees and/or equipment installment balance amount and the phone number reflected on the same invoice Ms [redacted] stated that she has requested the invoice reflecting equipment cancellation balances from her previous service provider and she will contact us once it is in her possession We appreciate Ms [redacted] ’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 reviewWe regret any inconvenience that this issue may have caused If I may be of further assistance regarding this matter, please contact me by calling this department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

February 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 supplemental information provided, Mr [redacted] stated that he disagrees with our previous response to his being charged for a device he returned He stated that he returned two devices in one return package because he was not sent a second package For this reason, he is requesting credit the device purchase option chargeUpon further review of the account, we spoke with Mr [redacted] on February 13, 2017, we informed him that we confirmed the device was received in our warehouse on November 11, Therefore, a $credit was applied to the Leased Device Non Return Fee on February 10, Mr [redacted] was also advised of his account balance after the credit He accepted our resolution We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at ###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the balance on his account, stating that his account was not credited for devices that he previously returned to usHe also described unfavorable customer experiences during his recent attempts to change the payment due date on his referenced accountHe requested that we apply credit to offset the outstanding balance in full and remove any negative information that may have been reported to the credit bureaus We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint billing and payment due date requestAfter reviewing our records, we determined that Mr [redacted] ’s devices were received in our warehouse on September 12, 2017, and credits totaling $were applied to his account to offset the Lease Device Purchase Option charges associated with those devices on that same date During our September 25, 2017, conversation with Mr [redacted] s, we provided the referenced informationHe accepted our response but reiterated that he was still dissatisfied with the length of time taken to resolve the matter and that his account is being assessed charges for tablets that are no longer in usePursuant to Mr [redacted] s’ request, we canceled the lines of service ending in [redacted] and ***Although the charges are valid, as a courtesy, we waived the Early Termination Fees associated with the cancellation of those lines, without the return of the tablets as well as applied credits totaling $to Mr [redacted] ’s account to offset the outstanding balanceAs a result, his account is closed with a zero balance, and no additional payment is due We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We are pleased that we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G 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 [redacted] , and find that this resolution is satisfactory to meMy account has been refundedThank you Revdex.com for your assistance in this matter Regards, [redacted]

October 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Lauren [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsLauren [redacted] ***We appreciate your bringing our customers’ concerns to our attention and regret the circumstances that led to her contacting your agency again In her subsequent inquiry, Ms [redacted] expressed dissatisfaction with the terms in the lease agreement for her line of service ending in ***, stating that the lease was canceled in errorShe requested that we cancel the lease agreement and offset the cost of the equipment remaining in the referenced agreement After reviewing our records, we verified that the lease agreement for the line of service ending in [redacted] was inadvertently cancelled, while providing a prior lease exception for Ms***’ other lease agreementsHowever, our records also show that the valid lease for the above phone number was resumed effective October 12, 2017, and is billing in accordance with the lease agreement signed by Ms***In accordance with our Terms and Conditions of Service, we do not compensate for the level of customer service received or the length of time taken to resolve a matterHowever, please be assured that we value customer feedback and that Ms***’s concerns have been forwarded to the appropriate managerial staff for internal review During our October 12, 2017, conversation with Ms***, we provided the referenced informationShe accepted our response but reiterated that because she did not request to cancel the lease on that line of service, she should not be responsible for the remaining charges for the equipmentAlthough the charges are valid, as a courtesy, we offered to apply a one-time courtesy credit of $to her account to reach an amicable resolutionMs [redacted] declined our offer, and we escalated her reported issues to our executive management team; however, our follow up attempts to speak with her on October and 17, 2017, have been unsuccessfulThis offer is valid for a period of days from the date of this response If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

October 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: On October 4, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Ms [redacted] visited a store location to upgrade her two lines via installment billing agreements At that time, she accepted a promotional offer to buy one Samsung Galaxy Sdevice and receive a second Samsung Galaxy Sdevice for half off; however, this promotion has not been applied to Ms [redacted] ’s account We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention Beginning on February 23, 2016, and for a limited time, customers who were eligible for an upgrade and purchased two Samsung Galaxy Sor SEdge devices with an eligible lease or monthly installment agreement received a monthly service credit equal to half the amount of the lesser monthly payment This promotion ended on April 7, We regret any inconvenience Ms [redacted] may have experienced as a result of this matter On October 6, 2016, we contacted Ms [redacted] to discuss her concerns in detail At that time, we contacted the management team of the store location for further assistance in resolving Ms [redacted] ’s concerns The store manager contacted Ms [redacted] on October 13, 2016, and applied credits totaling $to her account to offset one-half of the cost of the second Samsung Galaxy Sdevice If additional assistance is required, please 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

March 9, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on February 10, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the inability to receive Visa Reward Cards, upon participating in Sprint’s Contract Buyout promotional offer and completing the registration for the promotionMr [redacted] further expressed his dissatisfaction with the cost of his monthly recurring charges and stated that he was quoted a monthly rate of $per month, upon establishing services with at the local Sprint Retail Store locationHowever, his monthly rate has exceeded the quoted amountMr [redacted] requested that Sprint review these matters, honor the quoted amount and process the Visa Reward Cards to him accordingly Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] established services with Sprint on January 28, At that time, he portphone lines ending in [redacted] and ***, and purchased two devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Our records further indicate that phone lines ending in ***, [redacted] and [redacted] were also portto Sprint on January 28, At that time, he purchased three devices 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 Price (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 We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday To further investigate Mr [redacted] ’s concerns, we engaged our Retail Stores Management team for further assistance As a result of the investigation, we were unable to substantiate the he was quoted a monthly rate of $per month Our records indicate that his monthly rate totals $per month, which includes monthly recurring charges, Total Equipment Protection (TEP) plan per line, monthly lease and installment billing charges, promotional discounts, excluding taxes, fees and Surcharges Based on our findings, we are unable to identify any billing errors To provide closure for this matter, we have confirmed that the Visa Reward Cards associated the aforementioned phone lines were approved and processed on March 3, in the total amount of $1,We ask that Mr [redacted] allow to weeks to receive the Visa Reward Cards from the date of approval Since our initial conversation, we attempted to follwith Mr [redacted] on March 6, 2017, to relay the aforementioned information and resolution to him; unfortunately we were unable to reach him directlySubsequently, we received an email correspondence from Mr [redacted] on March 6, 2017, and advised that he will contact the undersigned directly upon receipt of our response to the Revdex.com, should he have any additional questions regarding this matter We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

March 10, 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: The above referenced inquiry of Mr [redacted] has been received by our office and we appreciate your assistance in bringing our customers' concern to our attention In the information provided Mr [redacted] , an authorized user on the account, cited his dissatisfaction regarding upgrade pricing for lines on the above mentioned accountHe indicates that they purchased devices under Sprint’s BOGO promotion, but are not receiving the additional device at no charge as advertisedHe is requesting the device be set up at the free promotional pricing We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Mr [redacted] ’ inquiry and apologizes for his inconvenience regarding this matter After review we confirmed a prior resolution was reached, our records show that a one-time $account credit was applied to the account to offset the installment charges billing for one of the two units upgraded on the account As a result, that agreement remains active We regret any inconvenience that these matters may have caused If I can be of further assistance, Mrand Mrs [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] 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 applying a $credit to her account instead of refunding that amount to her credit card when she recently canceled an equipment order paid for with that credit cardMs [redacted] requested that we refund her $to her credit card We regret any misunderstanding or delay that may have occurred related to Ms [redacted] ’ referenced refund requestAccording to our records, Ms [redacted] canceled her equipment order on September 9, 2016, and that her payment refund was applied to her Sprint account while her credit card refund was processedOur records further reflect that her credit card refund of $was forwarded to her credit card bank on September 22, During our conversation with Ms [redacted] on September 28, 2016, we explained the information aboveWe further advised that financial institutions can take up to days to release funds associated with such refundsAs such, we referred her to her financial institution if she has any further concerns related to her noted funds We regret any inconvenience these issues may have caused Ms [redacted] but are pleased that we were able to address her reported concerns to her satisfactionIf we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext [redacted] I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie S Executive Services Analyst

July 13, Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaintWe appreciate your assistance in bringing our customers’ concern to our attention In Ms [redacted] ’s follow up filing, she stated that for more than a month, her five lines of service were unable to properly utilize Sprint’s service due to the lack of coverage in her home service area of Aurora, IL and surrounding areasTherefore, Ms [redacted] has requested that Sprint review these matters and compensate her accordingly or allow her to cancel her account without incurring cancellation charges towards her account balance As stated in our initial response, we regret that the coverage in Ms [redacted] ’s service area may have fallen short of her wireless communication needs and 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 customersWhile Ms [redacted] ’s home address located in in Aurora, IL is within Sprint’s “Best” voice coverage, our research into this matter determined that our network serving the area near her home address and alternate areas were experiencing network impairmentsAs such, our network team worked diligently to resolve these mattersAt that time, our estimated time of repair with regard to the resolution of her network concerns was estimated to be June 15, However, please note that the resolution of her network concerns may take longer than estimatedIn addition, we recommend that Ms [redacted] visit a local Sprint Authorized Service and Repair Center location to have her device(s) diagnosed by our retail store technician to ensure that her devices are performing within Sprint’s standards As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps 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 serviceWith respect, the nature of wireless signal prevents any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameLastly, Sprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select We spoke with Ms [redacted] ’s on June 19th and 23rd of 2017, and relayed the aforementioned information to herAlthough no credit is due, in an effort to reach an amicable resolution to her account concerns we offered to apply a one-time courtesy adjustment totaling $to her account to offset a portion of her May and June invoicesMs [redacted] declined the aforementioned offer; however, she was aware that the $credit offer was valid until July 7, Should she opt to have accepted the above offer, we encouraged her to contact the undersigned by July 7, At that tine, Ms [redacted] confirmed her understanding of the information that was relayed to her During a follow up conversation with Ms [redacted] on July 12, we reiterated the above information that was relayed to herHowever, in an effort to reach an amicable resolution to her account concerns we offered to apply a one-time courtesy adjustment totaling $to her account to offset a portion of her May and June invoicesMs [redacted] agreed and she is aware that the adjustment will be reflected on her next invoiceFurther, we advised her that based on a review of her account; Sprint respectfully declines her request for a waiver of her equipment leasing and Monthly Billing Installment agreementsMs [redacted] has expressed her satisfaction regarding the resolution of her account concerns We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst