Sprint Corporation

[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 want to thank the Sprint Corp Escalation Manger [redacted] who contacted me on Jun 16, regarding this matterFor all his help in resloving this matterSPRINT is still the best company I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

January 12, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , Vanessa [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsVanessa *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to fulfill a promotional offer associated with her recent device purchase She requested that we fulfill the promotional offer promptly or provide a credit to her Sprint account equivalent to the promotional value We regret any possible misunderstanding or delay that may have occurred related to the terms of the referenced promotion That offer provided a free 43-inch LG television to qualifying customers who bought an LG Vor LG Gdevice at full retail price or on a Sprint installment billing purchase agreement between November and 26, Customers were required to register for the offer at [redacted] by December 11, We confirmed that Ms [redacted] qualified for the promotional offer and met the registration and qualification criteria However, sales for the promotional offer exceeded inventory expectations for the promotional televisions As a result, LG began notifying impacted customers on December 23, 2016, that they would receive a Best Buy gift card for the value of the offered television, $449, which could be used toward the purchase of an LG television or any other purchase of their choice at Best Buy We explained the information detailed above to Ms [redacted] during our January 9, 2017, discussion with her Ms [redacted] informed us that she received her $gift card and that the matter is resolved She also expressed additional concerns unrelated to this filing, which we also resolved to her satisfaction On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms***, and we appreciate her continued business If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension #### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell L B [redacted] Executive Services Analyst

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] H [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] H [redacted] regarding his Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] states that he has been experiencing dropped calls and slow data service at his work locationHe states that he has called in several times, but continues to be told that Sprint is updating the towersAs a result, Mr [redacted] is requesting that Sprint credit him for the service that he is not getting, or to cancel his contract if a credit cannot be given We spoke with Mr [redacted] on June 6, 2017, and reviewed his account We checked our towers near the address of [redacted] **, Brooklyn, NY We have confirmed that there are service issues in the area; however, we were are working on the issue and hope to have it resolved soonWe confirmed that we will notify him when the repairs are completeAt this time we did not find that service credits are warranted Further, should Mr [redacted] cancel his service, he will be assessed Early Termination Fees for his two lines of serviceMr [redacted] states that these action have resolved his concerns so far We regret any inconvenience that Mr [redacted] may have experienced as a result of this issue If I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and 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

May 4, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 26, We appreciate your assistance in bringing our customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the Subsidized Phone charge being assessed to his accountMr [redacted] stated that the Subsidized Phone charge was not properly disclosed to him at the time he completed his plan changeMr [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Mr [redacted] ’s complaint We spoke with Mr [redacted] on April 28, 2017, to discuss his billing concerns At that time, Mr [redacted] requested clarification regarding the Subsidized Phone Charge as reflected on his billing statements We explained to Mr [redacted] that we regret any misunderstanding that may have occurred regarding our billing practices and the charges reflected on his monthly billing statements, specifically with the disputed monthly $Subsidized Phone chargesWe have confirmed that Mr [redacted] subscribed to the Unlimited Freedom plan, which is $for line one and $for line two and $for lines three through ten, per month, when activated with a non-discounted device The price plan Mr [redacted] selected stipulates that customers who elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price plan Please be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plansBased on our account review, we are unable to identify any billing errors As such, Sprint considers the charges to be valid However, to mutually resolve this matter, on April 26, 2017, Sprint removed the charge from Mr [redacted] ’s account Mr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

June 7, 2017Astrid [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] Sprint Case [redacted] Dear Ms***: 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 transfer a leaseMr [redacted] states that he ported out his phone number ending in ***, and he spoke with Customer Care to have the lease associated with this number transferred to his phone number ending in ***When Mr [redacted] received his invoice, the lease had been cancelled rather than transferredMr [redacted] is requesting that we assist with in reactivating the lease and transferring it to his phone number ending in ***.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 transfer his leaseOnce the phone that the lease was originally attached to is cancelled, we are not able to reactivate the leaseIn an effort to resolve we offered to convert the lease to a subsidy phone agreementWe 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

[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 me However, some of the comments made were not accurate and they did not address the very unprofessional and insulting voice message they have for those who have called customer finance more than one time and I thought the bill would be $180, not $ Regards, [redacted] ***

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] a Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr [redacted] , on behalf of the account holder, Ms [redacted] a We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, his monthly billing is higher than the $he was quoted at the original point of sale and requests that Sprint honor what was promised We had the pleasure of speaking with Mr [redacted] on November 9, 2016, and explained that his T-Mobile 50% service plan, which includes GB of data, is $per month for his two lines of service and two device leases totaling $for a total bill of $102.78, before taxes, fees and surcharges, which is in line with the information shared at the point of sale The Total Equipment Protection (TEP) option was also added to both lines of service, resulting in an additional $per month After discussing the benefits of TEP, Mr [redacted] requested that we cancel this option on both lines, which was completed at the time of our conversation In addition, credits totaling $were applied towards the TEP charges assessed over the past two months, as a courtesy Mr [redacted] expressed his satisfaction with the information provided and credits applied We appreciate Mr [redacted] ’s business and feedback, as we are continually striving to improve upon the service we provide to our customers If he needs further assistance with this matter, he can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April JExecutive Services Analyst

July 7, 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 Ms [redacted] ’s inquiry, she expressed her dissatisfaction with our Sprint Referral Rewards program, stating she had added a line to her account and believed this would quality for her the Referral program Ms [redacted] further expressed her dissatisfaction with the response from our customer care groups During our June 30, 2017, conversation with Ms [redacted] , we advised her that the Sprint Referral Rewards program did not cover adding lines to her personal account but was for referring friends to activate a new and separate account We apologized for any misinformation or misunderstanding that could have taken place In an effort to resolve this matter, we offered a one-time credit of $that Ms [redacted] accepted This credit will appear on her next invoice We appreciate Ms [redacted] for taking the time to provide details of her experience with customer care and retail stores We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If Ms [redacted] has additional questions or concerns related to this matter, we invite her to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Wednesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Katherine D 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:Complaint ID: [redacted] The issue has not been resolved Yes, I was advised by Sprint Finance department in February of that I had to make cash payments, but they also advised me that February of I could start making payments online MrsMinnie Scalled me about the complaint I sent to the Revdex.com She said she reviewed the complaint from Revdex.com She asked what was my concern? I asked did she have an opportunity to review the certify letter I sent them on February She said no I told her all my complaints She said let her research it and she would get back to me MrsMinnie called me back two weeks later and stated that I could now pay online now I asked her did she finally have an opportunity to review the letter I sent? She stated that another department has the letter and she didn’t review it I said WOW, she did not appear to take my concerns seriously I asked what they were going to do about the conflicting information, the wait times and unhelpfulness of their customers service? She had no words for me I asked her why do we as customers have to put in way more work than them? I told her I no longer wanted to be with a company that didn’t value me as a customer She explain to me if I cancel that I still would be responsible for the cancellation fee I told her I knew that, that’s why I was still with their SORRY company I stated to Mrs [redacted] that I would let the Revdex.com know that I’m not happy with the results, and her responds was “THE Revdex.com CANT DO ANYTHING ABOUT YOUR CONTRACT” I won’t be surprised if a class action lawsuit is not in the works due to the neglect of their customers and all the distress a situation like this causesSincerely, [redacted] Regards, [redacted]

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with receiving a text message stating her account would be charged $(the amount of the American Express card she received) for equipment from her previous provider that she had already sent to Sprint She also expressed her dissatisfaction with receiving conflicting information from Sprint representatives while attempting to resolve this matter We spoke with Ms [redacted] on June 2, 2016, and she confirmed that her concerns have already been resolved to her satisfaction We advised Ms [redacted] that we regret any inconvenience that these matters may have caused her We confirmed that her defective device was returned and no charges were assessed to her account for this issue If Ms [redacted] should have any questions regarding these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] A [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] A [redacted] submitted on May 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] further stated that she requested the cancellation of her services in September 2016; however, she continued to receive billing statements reflecting monthly recurring charges for Sprint servicesIn addition, Ms [redacted] expressed her dissatisfaction with her account being assessed equipment cancellation charges, upon the cancellation of her servicesMs [redacted] requested that Sprint review these matters and apply an adjustment to her account, leaving her responsible for the remaining balance due of $ Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] established services with Sprint on September 28, 2015, by activating phone numbers ending in [redacted] and ***During this transaction, she activated an iPhone Gold 16GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on September 19, Subsequently, she exchanged the above device within Sprint’s 14-day Satisfaction Guarantee return period and activated an iPhone 6s Rose 16GB device on September 28, 2015, via Sprint’s Leasing program Additionally, Ms [redacted] activated an iPhone Plus Gray 16GB device associated with phone number ending in [redacted] on September 19, 2015, which was later exchanged for an iPhone 6s Plus Rose 16GB device on October 8, 2015, within Sprint’s 14-day Satisfaction Guarantee return periodPlease 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her account We regret any misunderstanding Ms [redacted] may have experienced pertaining to the cancellation of her serviceAfter further review of our records, Sprint confirmed that Ms [redacted] contacted Sprint’s Customer Care group via a Chat Session to request the cancellation of her services on September 6, At that time, Ms [redacted] was advised to contact our alternate Customer Care group for further assistance with her cancellation requestPlease be advised that we are unable to substantiate any follow up contact requesting the cancellation of services by Ms [redacted] until her account was cancelled due to nonpayment of the outstanding account balance on January 29, 2017, leaving her account closed with an outstanding balance due of $1,This balance represents unpaid monthly recurring charges, remaining Leasing cancellation and Lease Device Purchase Amount charges and applicable taxes as indicated on the October through February billing statements We spoke with Ms [redacted] on May 16, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms [redacted] indicated that she disagrees with our findingsAlthough, Sprint sustains that the account balance is valid; in order to provide an amicable resolution and closure for this matter, we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Plus Rose 16GB devices associated with phone numbers ending in [redacted] and [redacted] undamaged and in good working condition in exchange for an adjustment of the Lease Device Purchase Amount charges totaling $in accordance with the terms of the respective Lease Agreements Regrettably, Ms [redacted] did not confirm her acceptance of our proposed offer and declined to further discuss this matter with SprintShould Ms [redacted] reconsider her position and wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the inquiry, Ms [redacted] stated that she was misinformed regarding the monthly service charge associated with the Galaxy Tab Tablet Ms [redacted] states that when she visited the store, she was advised that the Tablet was a gift and her monthly service charges would remain the sameShe states that her invoices have increased since she added the Tablet to the accountAs a result, Ms [redacted] is requesting that we allow her to return the Tablet and waive any cancellation charges associated to the Tablet In our effort to provide clear communication about our devices, features 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 informationAdditionally, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges 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 changes During our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issueFurther, our records reflect that on February 28, 2015, Ms [redacted] accepted a subsidized Galaxy Tab Tablet in exchange for a two-year service agreementFurther, she subscribed to our Gigabyte of data for $a month and receives a $monthly discountAdditionally, we advised Ms [redacted] that her service plan consist of our $Unlimited Plan, Total Equipment Protection for $11, Lookout Premium Security for $and her monthly lease charge for her device of $She receives a percent discount offher data option which is equivalent to $a month, and her total monthly charges before taxes is $We advised her that due to any possible misunderstanding that may have occurred, we would agree to cancel the Tablet with the condition that she return the undamaged Tablet to our warehouseShe accepted the offer and we provided her a prepaid return label Sprint is committed to providing exceptional customer service at all times and offer our assurance that Ms***’ experience is not indicative of the level of service we expect from our employeesThe feedback she provided regarding her experience has been forwarded to the appropriate managerial staff for further review If we may be of further assistance with these matters, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### or you can contact me directly at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive Services Analyst

Tell us why here September 8, Kansas City Revdex.com Ward Pkwy, 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 complaint of Mr [redacted] submitted on August 31, We appreciate your assistance in bringing our customer’s concerns to our attention In his follinquiry, Mr [redacted] stated that he was not given a fair chance to remit payment for the account balance before the account was sent to collectionsFurthermore, MrBurgess stated when he called to restore his services, he was told the account would be active for hoursHowever, the account remained active for two months instead of being canceled the next dayAs a result, Mr [redacted] requested that Sprint remove all negative reporting from his credit report According to our records, between February and April 23, 2014, Mr [redacted] established services with phone lines ending in [redacted] and [redacted] via the Sprint Monthly Installment programOn September 6, 2015, Mr [redacted] contacted our Customer Care team regarding upgrading the above phone linesAt the time, Mr [redacted] was informed about the remaining balance associated with the monthly installment programMr [redacted] contacted our Customer Care team on September 11, 2015, regarding the inability to upgrade the devices associated with phone lines ending in [redacted] and [redacted] without completing the monthly installment programTherefore, our Customer Care team agreed to allow Mr [redacted] the option of purchasing new devices with the return of the devices associated with phone lines ending in [redacted] and ***, and adjusting the accelerated chargesMr [redacted] accepted the offer and our Customer Care team mailed two return kits to his billing address On September 12, 2015, Mr [redacted] requested cancellation of his account as he had new lines of service activated on a different Sprint accountTherefore, on September 26, 2015, our Customer Care team canceled phone lines ending in [redacted] and ***As a result, Mr [redacted] incurred accelerated charges totaling $In addition, our Customer Care team adjusted the accelerated chargesOn October 2, 2015, Mr [redacted] contacted our Customer Care team and requested to resume phone lines ending in [redacted] and [redacted] as well as the monthly Installment program, which was completedPlease note, Mr [redacted] utilized the services during the October and November billing statementsOn December 2, 2015, Sprint suspended Mr [redacted] ’s account due to non-paymentThereafter, on February 29, 2016, Sprint canceled Mr [redacted] ’s account as no additional payment was remitted We confirmed that Mr [redacted] did not return the devices associated with phone lines ending in [redacted] and [redacted] to our warehouseIn an effort to satisfactorily resolve this matter, on April 12, 2017, our Customer Care team applied a credit of $to Mr [redacted] ’s account to offset a portion of the outstanding balanceMr [redacted] ’s account is closed with a remaining balance of $Based on our findings, the charges reflected on the account are valid We spoke with Mr [redacted] on August 9, 2017, to discuss this matter and relayed the above information and resolution to himAdditionally, we again contacted Mr [redacted] on September 1, 2017, and informed him our decision remains the sameNo further credit is due for this matter as the balance is valid and sustained We regret any inconvenience this may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he 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

December 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***- [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***- [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Ms***- [redacted] states that she was charged for roaming minutes for calls to Canada, which she believes is in error because she indicates that calls to Canada were supposed to be free She further indicates that she spoke with one of our Customer Care representatives who informed her that the disputed charges would be credited and the amount debited to her credit card; however, she indicates that the adjustment has not occurred Ms***- [redacted] indicates that this matter has not been resolved and she is dissatisfied with the level of customer service she has receive regarding the matter, and as a result she is requesting to cancel her service We regret any misunderstanding that may have occurred regarding this issueWe attempted to contact her via email and phone at the phone number and email address updated in the complaint on December 20, December 21, and December 22, 2016, but we have been unable to reach her Thereafter, we received email correspondence from Ms***- [redacted] stating that we have been unsuccessful in contacting her because she is overseasShe further stated that she will do her best to contact us via phone at the phone number we provided As of this date, we have not received Ms***- [redacted] ’s call; however, in an effort to address her concerns in a timely manner we have reviewed the account and did not determine that the calls made while in Canada were billed in error We offer a Sprint Open World $add-on, which provides free unlimited calling and text when traveling in Canada, Mexico and most other countries across Latin America At the time that Ms***- [redacted] ’s calls were made, the Sprint Open World $add-one was not active on the account resulting in international charges Although the international charges are valid, courtesy adjustments were applied to offset the charges as a onetime courtesy These credits appear Ms***- [redacted] ’s invoice and resulted in a credit balance on the following invoice Our records do not indicate that a refund to her bank card or a refund check was promised We regret any inconvenience that Ms***- [redacted] may have experienced while attempting to resolve her account concerns and we look forward to speaking with her and addressing her concerns in detail when she contacts our office I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Tuesday through Saturday between a.mand p.m., Central TimeSincerely, [redacted] H.Executive & Regulatory Services Analyst

October 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’ concern to our attention In the inquiry, Ms [redacted] cited her dissatisfaction with service she received while attempting to resolve an issue with an Apple iPhone device associated with her Sprint account Ms [redacted] stated that a replacement device was sent and the replacement is experiencing issues as well Ms [redacted] stated that although she was told a replacement device was being sent overnight, she still has not received the replacement Ms [redacted] requested a device be sent expeditiously We appreciate Ms***’s taking time to provide details of her experience with our Customer Care 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 contacted Mr [redacted] on September 22, of the company [redacted] (name on the account) and he advised that the replacement device has arrived and that he has a scheduled callback later that evening to have the device activated We also agreed to have the account reviewed to see if it qualified to have an assigned business representative If it is decided the account they will be contacted from our business group Mr [redacted] thanked us for the follow up call We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance related to this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** We are available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Twana TExecutive 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 me Regards, Darlene ***

August 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that her sister had device issues and Sprint declined to replace it She further stated that the Sprint service and repair center is miles away She also stated that although she has Apple Care, the Apple store declined to give her sister an appointment or replace her device Further, she stated that her device was replaced but she continues to have devices issues And last, Ms [redacted] described unfavorable customer service experiences while she attempted to resolve her and her sister’s device issue As a result, Ms [redacted] requested that her sister’s device be replaced We regret any delay in resolving Ms [redacted] ’s billing issue New devices have a 12-month manufacturer warranty Further, we confirmed that Ms [redacted] has Apple Care on her two devices During our conversation with Ms [redacted] on August 18, 2017, she stated that she had made an appointment with one of the Apple stores to test her device and her sister’s device Although we were unable to identify a Sprint billing error regarding this matter, as a gesture of goodwill, we issued a one-time $credit Ms [redacted] accepted our offer We made follcall on August 23, 2017, and Ms [redacted] stated that her sister’s device was replaced and the Apple store’s technician worked on her device She further stated that she was not experienced any device issues after she took it to the Apple store We appreciate Ms [redacted] for taking time to provide details of her experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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:i never received a call because I could not pay cell bill and I have not received my stolen $as far as letter or email I never received any other wise I would have responded as I am responding to your emailothanks for your help [redacted] 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 have called the rep back over times and given multiple numbers and times to call Only one message was left with nothing to my home number I still need to discuss Regards, [redacted]

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear MsRoss: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he inquired about upgrading to a new device and service plan and he received different pricing information than what was offered on our websiteMr [redacted] is requesting that Sprint review this matter and assist him with upgrading to a new phone and service plan at the online price During our conversation with Mr [redacted] on April 4, we explained that 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 For a limited time new and qualified existing customers can switch to the Unlimited Freedom Plan with Autopay for $per month for one phone line until March 31, This price does not include any device Lease or installment billing option, additional purchases or taxes and surcharges As requested we changed Mr***’s service plan to the Unlimited Freedom Plan with Autopay for $per month and advised him that the plan will go into effect at the beginning of his new billing period Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade We advised Mr [redacted] that his phone number ending in [redacted] is eligible to upgrade to a new device via the Sprint Leasing or 24-Monthly Installment option and explained that the online promotion may vary from the offers that are available through our Telesales department We requested that he visit our website to register for and upgrade to the new Samsung Galaxy Sdevice at the online promotional pricing and he agreed We appreciate Mr [redacted] taking the time to provide us with his feedback regarding our customer service representatives 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 his concerns have been forwarded to the appropriate managerial staff for reviewWe regret any inconvenience this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Tuesday through Friday, between p.mand p.m., Central Time Sincerely, Tiajuanna WTiajuanna WExecutive Services Associate Analyst TW/jf