Sprint Corporation

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he recently terminated service with Sprint due to his dissatisfaction with the level of customer service he receivedHe stated that he was not aware that if he cancelled his services prior to the lease agreement satisfaction date, he would be billed lease cancellation charges Additionally, he stated that he returned his leased device and was advised that his balance would be zero However, he was recently advised that the lease cancellation charges are valid and would not be removed As a result, he is requesting that Sprint review this matter and provide a refund for the lease cancellation charges During our conversation with Mr [redacted] on July 17, 2017, we explained that upon upgrading to a new device, he was provided with a clear disclosure of his equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his Lease Agreement on Sprint’s part when he upgraded to a new device Our records reflect that Mr [redacted] returned his leased iPhone devices to Sprint on March 7, As a result, pursuant to the terms of his lease agreements, we credited his account $to offset the Device Purchase Option amounts for the device However, because he did not satisfy the lease term, his account was assessed $for lease cancellation charges, which are validAs a result, we respectfully decline his request to refund the lease cancellation charges We appreciate Mr [redacted] for taking the time to provide us with his feedback regarding his experience with 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 further review We regret the circumstances that led to Mr [redacted] ’s decision to cancel his servicesIf Mr [redacted] has any questions concerning the issues discussed herein, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available between 8:a.mand 4:p.m., Central Time, Monday through Friday Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 1, 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] expressed her discontent with the level of customer service experienced while attempting to establish a payment arrangement for her past due account balance Ms [redacted] has requested payment arrangements and assistance with her monthly service plan As stated in our Terms and Conditions of Services, payments are due by the due date reflected on the monthly invoice However, we realize that situations may arise that prevent customers from making the required payment by their due date, and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored We spoke with Ms [redacted] on May 19, 2017, to discuss this matter in detail During our conversation, Ms [redacted] informed our office that she obtain a payment arrangement with our Finance department, and her due date was extended to May 30, A review of Ms [redacted] ’s monthly service plan reflects that she has a legacy service plan We believe that her monthly service plan is cost effective for Ms [redacted] However, she may consider our Prepaid services as an option to her concern with her monthly service plan and the charges thereof We regret any frustration this matter may have caused and if we can be of further assistance regarding this matter, I can be reached 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 MTerrence MExecutive Services Analyst

December 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] Dear Ms***: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] stated that we offered an upgrade of both lines on her account at a promotional price and she also stated that she was informed that her monthly rate would not be affectedHowever, upon calling our Customer Service department to change the color on one of the ordered devices, Ms [redacted] stated that she was informed of different pricing other than what was initially quoted to herAs a result, she is requesting to receive the initial promotion she stated was offered, which included no additional charges 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your deviceOn January statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changingCustomers can purchase a discounted device with an annual term agreement after months since last device purchaseSprint leasing or Easy Pay options may be available soonerCustomers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized deviceCustomers with subsidized devices may be subject to a higher monthly rate when moving to certain plansFurther information can be viewed on www.sprint.com/upgrade We spoke to Ms [redacted] on December 18, to discuss these matters in detailAlthough we were unable to verify any additional promised credits, in an effort to amicably resolve this matter, we offered and she accepted a one-time credit of $for the activation fee billed to her accountWe have verified that her line ending is not currently eligible for upgrade at this timeMs [redacted] confirmed that she understood the upgrade eligibility and that this resolved her complaint We appreciate Ms [redacted] taking the time to provide us with details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurredIf I can be of further assistance, I can be reached 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 C John C 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 meW Regards, [redacted]

February 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on February 9, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Mr [redacted] filing expressed his dissatisfaction with being assessed a charge of $to his account, after being informed that he would not be subjected to any equipment charges at the local Sprint Retail Store locationTherefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint We spoke with Mr [redacted] on February 15, 2017, to discuss his concerns in detail During our call, we advised Mr [redacted] that we would review this matter and follwith him accordingly According to our records, on November 1, 2014, Mr [redacted] established an account with Sprint and portphone line ending in [redacted] and purchased an iPhone device via Sprint’s Lease program Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease Our records further indicate, on January 7, 2017, Mr [redacted] ported-out phone line ending in [redacted] to another wireless provider; thereby, cancelling his Sprint account As a result, Mr [redacted] ’s account was assessed a Lease Device Purchase Amount charge of $in accordance to terms of his Lease Agreement, along with an outstanding balance due of $ This balance represents monthly recurring charges associated with phone line ending in ***, late fee and applicable taxes as reflected on the February invoice Please note that we partnered with the Sprint Retail Store Management team to further investigate Mr [redacted] 's concerns Upon the completion of the investigation, the Sprint Retail Store Management team applied a one-time adjustment of $to offset the Lease Device Purchase Amount charge, as reflected appears on the December statementThe Sprint Retail Store management team has attempted to contact Mr [redacted] to discuss his concern in detail and relay the above resolution However, they were unsuccessful in reaching him We attempted to follwith Mr [redacted] via phone and email to relay the aforementioned information and resolution to him Unfortunately, we have not received a return call from Mr [redacted] In an effort to ensure a satisfactory and mutually acceptable resolution, we need to speak with Mr [redacted] directly Should Mr [redacted] require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience this issue may have caused Mr [redacted] If I can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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 According to Ms [redacted] ’s complaint, she states that she receives inadequate service on her device while on the Sprint networkShe also states that she did not receive her prepaid cards as promised per the Contract Buyout (CBO) promotionFurthermore, she states that she never received a return kit for a phone that she states was locked with a passcode she did not knowLastly, she states she was billed for an iPhone 128GB device, and there was an iPhone 32GB device on the lineMs [redacted] is requesting that she receive credit for the phone that she was awaiting a return kit for, credit for difference in the cost of the iPhone 128GB device and the iPhone 128GB device, and removal of the complete balance for equipment installments We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter We further regret if the coverage in Ms [redacted] ’s home area did not meet her satisfaction, and that this matter has contributed to her decision to cancel her service Unfortunately, our office did not have the opportunity to investigate any coverage issues Ms [redacted] may have experienced as her services were canceled upon receipt of this inquiry We spoke with Ms [redacted] on May and 22, 2017, and discussed her concern in detail Because she canceled her service prior to the satisfaction dates of her Lease Agreements, applicable Lease Cancellation and Device Purchase charges were applied to her account However, Sprint will adjust the Device Purchase charges upon receipt of the associated devices Ms [redacted] informed our office that she gave her Sprint devices to her new provider in exchange for new devices Therefore, we are unable to waive the Device Purchase charges However, we applied an $credit to her account to offset the difference between the lease charges for the 128GB and 32GB devices In response to the Contract Buyout (CBO) promotion, our office confirmed that Visa prepaid cards have been issued for lines ending in ***, ***, and [redacted] totaling $1,The cards should have been received on at the address on file between May 9, 2017, and May 12, We were unable to speak with Ms [redacted] regarding the device that she states was locked with a passcode that she did not know We ask that she return our call so that we may gather more details and address that concern We regret any frustration this matter may have caused If I can be of further assistance regarding this matter, I can be reached 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 MTerrence MExecutive Services Analyst //LP

[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 meI am thus accepting that I will not owe anything to Sprint and any collections company that says otherwise is in error regarding this Sprint debtI hope this truly resolves any issues completely and I am absolved of any debt in this matterand I am absolved of 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:To whom it may concern regarding our complaint and payment recently We sent out the payment as needed to close this account several weeks ago and no word from anyone confirming it and our check for the final payment has not been cashed yet either What is going on now? We would very much appreciate you getting back to us regarding this issue because we want to move on now and not have to worry about another, out-of-the blue, statement from SPRINT Thanks, have a great afternoonJ [redacted] and [redacted] Regards, [redacted] And [redacted]

July 6, Revdex.comWard Parkway, Suite 200Kansas City, MO Re: Revdex.com Case [redacted] *** Sprint Account xxxxx*** 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 attentionAccording to the information provided, Ms [redacted] states that she is unable to receive calls from her fiancé, who is a T-Mobile customer As a result, she is requesting that Sprint fix the problem We have spoken with Ms [redacted] on several occasions, and apologized for any inconvenience she may be experiencing as a result of this issue We advised her that we constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customers Further, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impactBased upon our initial review of Ms***’ local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms [redacted] to troubleshoot and isolate any issues that may be impacting her service Ms***’ account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Ms [redacted] to ensure that a final resolution has been achieved no later than July 11, If Ms [redacted] has questions regarding this issue prior to our scheduled follow up, she 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, Sean ***Executive Services Analyst

March 16, 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 complaint of [redacted] submitted on March 2, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer experience while attempting to address his promotion concernsMr [redacted] expressed his dissatisfaction with the inability to receive Reward Cards via Sprint’s Referral Rewards Program, after he referred a consumer and they established services with SprintMr [redacted] stated that his referee switched to sprint on January 20, and submitted her referral on February 5, 2017; however, he received notification that the referee waited to long to submit his referral and thus he would not qualify for any promotional rewardsMr [redacted] requested that Sprint review this matter, and provide him with a referral reward in the amount of $ Sprint has reviewed Mr [redacted] ’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of Sprint’s Referral Rewards ProgramAs stated in the Terms and Conditions of Sprint’s Referral Rewards Program if a referee became a Sprint customer prior to unlocking their referral offer, they will not be able to claim that they were referred by you, and you will not receive a reward for the referralIn 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 informationIn 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 We spoke with Mr [redacted] on March 13, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised that participants in Sprint’s Referral Rewards Program must meet certain qualifying criteria and based on our review of Mr [redacted] ’s complaint and our records his account would not qualify for any reward for the referralWhile Sprint sustains no further credit is due, in order to showcase our commitment to world class customer service; Sprint agreed to offer a one time courtesy adjustment of $to Mr [redacted] ’s account to offset a portion of the account in order to provide an amicable resolution and closure for this matterMr [redacted] accepted our offer and confirmed his understanding of the aforementioned information as it was relayed to him We appreciate Mr [redacted] ’s taking time to provide details of his experience with Sprint’s Retail teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [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, [redacted] H Executive Services Analyst

January 26, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr*** [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] indicated that he purchased two new Sprint Smartphone devices with the understanding that he was to receive $device credit for eachBecause he has not yet received those discounts, he requested that we provide $reimbursement to him via account credit, prepaid cash card, or a refund to the credit card used for his equipment purchase We regret any possible delay in providing Mr [redacted] ’s referenced promotional equipment rebatesOur records reflect that he purchased a Samsung Galaxy Note and a HTC MOne on January 11, 2016, and that both qualify for a promotional $device credit due to his obtaining the devices with our Easy Pay financing agreementPursuant to the terms of that promotion, the device credits, which are satisfied by an account credit which can take 2-billing cycles to process after days of being active with Sprint During our conversation with Mr [redacted] on January 22, 2016, we explained the details outlined aboveWe also advised him that our records reflect that his issue appears to have been resolved by representatives of our Customer Care department on January 19, 2016, when we applied a $credit to his account for the device rebate amountsWe are pleased that MrAckerman verified that his concerns were resolved to his satisfaction We regret any inconvenience this matter may have causedIf we can be of any further assistance with this concern, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on September 6, We are confident his coverage issue has been addressed and resolved In the inquiry, Mr [redacted] indicated he is experiencing coverage and connectivity issues He has contacted our customer service department about the issue and has been advised we are updating the network in his area He stated he relies on due to his low signal strength As a result, he is requesting we review this matter We have been working with Mr [redacted] from August 18, 2016, to September 7, 2016, regarding the aforementioned matters We checked the coverage at Mr [redacted] ’s home address Our records reflect that he lives in a “best” area for voice and data coverage However, we submitted a ticket to have his coverage concern reviewed further We regret that the coverage in Mr [redacted] ’s area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Mr [redacted] ’s home address was operating within parameters during the time he stated that he experienced poor service To reach an amicable resolution, Mr [redacted] opted to cancel his service and return his recently purchased device We ordered Mr [redacted] a prepaid envelope to facilitate the return of his device We will credit his accelerated equipment charge upon receipt of his like new device in our warehouse We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

June 27, 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 the information provided, Ms [redacted] stated she is disputing her account balance, stating that she was advised of an unpaid balance from July 2016; however, she believes she should have a zero balance She also expressed her dissatisfaction with the lack of offers for existing customers As a result, Ms [redacted] requested that bill credits be applied to her account We regret the circumstances that led to Ms [redacted] ’s filing Our records reflect Ms [redacted] ’s account has been in an ongoing delinquent status; however, we were unable to identify an unpaid balance from July As of June 27, 2017, Ms [redacted] ’s account records reflect a past due balance of $117.92, originally due June 4, 2017, and the current balance of $109.99, with a due date of July 4, We spoke with Ms [redacted] on June 6, 2017, and explained our aforementioned findings Ms [redacted] stated that she still believed that her account balance included unpaid charges from July She also reiterated her dissatisfaction with the lack of offers available for existing customers A further review of our records found that Ms [redacted] ’s account was targeted for our Unlimited Freedom Promo offer, which included unlimited talk, text and data, and GB of Mobile Hotspot data at the rate of $per month for lines through June 30, 2018, contingent upon Auto Pay enrollment Ms [redacted] accepted the aforementioned offer and expressed her understanding of the outlined plan details In an effort to further address Ms [redacted] ’s billing dispute and balance concerns, we offered to partner with her to review her billed balances and received payments in detail to ensure no errors had occurred Ms [redacted] stated that she did not have her bill available at that time to review personally during our call and requested a follow up call We attempted to contact Ms [redacted] on June 12, 15, and 27, 2107, but unfortunately, we were unable to reconnect with her Based on the information outlined above, we were unable confirm a Sprint billing error and believe this matter has been fully addressed However, should Ms [redacted] have any questions, or if she would like to review past payments and charges with us, I may be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

Tell us why here...June 15, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [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 May 31, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with the inability to utilize his services while traveling internationally in CanadaMr [redacted] stated he contacted our Customer Care group regarding the coverage in Canada, and he was offered a credit of $75, which he declinedMr [redacted] requested that Sprint allow him to upgrade his Gran Prim devices to Samsung Galaxy Sor Sdevices According to our records, on May 26, 2017, Mr [redacted] contacted our Customer Care group regarding international travel to CanadaAt the time, our Customer Care group confirmed international services were added to phone lines ending in [redacted] and [redacted] and provided details regarding international chargesIn addition, our Customer Care group offered to give Mr [redacted] a call back to confirm his devices had access to international services; however, he declined the offerOn May 27, 2017, Mr [redacted] contacted our Customer Care group regarding the inability to utilize services on phone lines ending in [redacted] and [redacted] while traveling internationallyAt that time, our Customer Care group applied a credit of $to his account for the inconvenience and service issues We contacted Mr [redacted] on June 7, 2017, and declined his request to upgrade the devices associated with phone lines ending in [redacted] and [redacted] at no costIn addition, we offered Mr [redacted] a one-time courtesy credit of $Mr [redacted] accepted the offer We apologize for any inconvenience this matter may have caused Mr***If Mr [redacted] has any questions concerning the issue discussed herein, he can contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive and Regulatory Analyst

November 9, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: [redacted] Revdex.com File # [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] This complaint was served to Sprint on November 1, We appreciate your assistance in bringing our customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the two-year Lease Agreement for his device associated with phone number ending in *** According to Mr [redacted] , he did agree to a two-year Lease Agreement However, he further stated that he was advised that after remitting twelve lease payments on or before the due date reflected on the billing invoice, he would be eligible for a device upgradeMr [redacted] requested that Sprint review this matter, and allow him the ability to upgrade his device Sprint has reviewed Mr [redacted] ’s complaint We spoke with Mr [redacted] on November 9, During that call, we advised him that his two-year Lease Agreement on his Samsung Galaxy SEdge device does not qualify for a one year upgrade, per the terms of his signed Lease Agreement However, in an effort to resolve this matter, Sprint has agreed to reset Mr [redacted] ’s upgrade eligibility Mr [redacted] is now eligible to upgrade his device associated with phone number ending in [redacted] via Sprint’s Lease or Monthly Installment programs Mr [redacted] expressed his satisfaction with the resolution We apologize for any inconvenience that 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

Complaint: [redacted] I am rejecting this response because: My service has been suspended, and that is not what were agreed upon Regards, [redacted]

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] T [redacted] Sprint Account xxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customer’s concerns to our attention According to the inquiry, Ms [redacted] is seeking assistance with his account billing He states that when he contacted our Customer Service department on February 25, 2017, he cancelled service and switched to a new carrier On that date, he states he inquired about his final balance Mr [redacted] states he paid the balance as quoted and was informed that the account was paid in full However, he states he later received a collection notice and when he called to inquire about it, he received different amounts As a result, he requests that we waive the remaining balance on his account because he was previously advised that the balance was paid in full Please be advised that we attempted to reach Mr [redacted] by phone and email on April 21, and May 2, to address his account billing concernsWe received an email response from Mr [redacted] stating that he has been busy working and will contact our office on within a day or two However, since this time, we have not received a return call or email message from Mr*** Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account This information cannot be provided via email for security purposes Therefore, we ask that Mr [redacted] contact us at the number provided below at his earliest convenience in order to complete the authentication of his account and discuss his concerns Additionally, we have placed a collection hold on his account to allow him time to contact our office to address his billing concerns We were unable to identify a Sprint billing error during a general review of Mr***’s account However, we look forward to speaking with him to discuss and address his billing concerns in detail We regret any inconvenience this matter may have caused Mr***, as well as the loss of his business I can be reached by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

May 31, [redacted] 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] *** 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 for us to provide credits for a promotional award that did not apply for the first three months after she accepted it, advising that our representatives previously informed her that we would provide those credits She also described unfavorable customer experiences during her attempts to address that concern She requested that the promotional credits be fulfilled We regret any possible misunderstanding that may have occurred related to our Buy One Get One (BOGO) Samsung Galaxy Sequipment promotion and any delay in providing Ms***’s referenced account credits Sprint is proud to have offered the BOGO promotion; however, a review of the marketing literature for that promotion confirmed that Samsung Galaxy SEdge devices were specifically excluded from the promotion; therefore, because Ms***’s purchase was for two Samsung Galaxy SEdge devices, the promotion did not award During our May 22, 2017, conversation with Ms***, we discussed the information outlined above We also informed her that, regrettably, she did not meet the offer criteria However, to meet our commitment to excellence in customer service, we applied credits totaling $to her account to offset an amount equivalent to the value of the BOGO offer, as a one-time exception Ms [redacted] indicated her satisfaction with our resolution We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Ms ***’s feedback is valued and has been forwarded to the appropriate management staff for further review and possible changes to our training and processes We regret any inconvenience these matters may have caused Ms*** If we can be of further assistance with these issues, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

January 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***We appreciate your assistance in bringing our customers’ account concerns to our attention In the information provided, Ms [redacted] disputed the outstanding balance reflected on her cancelled account, citing that she was advised in December 2015, the amount required to close accountMs [redacted] requested assistance from your office regarding this matter Our records reflect that an account was established for Ms [redacted] on February 6, 2015, for two phone lines under 24-month lease agreementsOur records reflect that on December 26, 2015, we received an electronic request to release phone numbers xxx-xxx- [redacted] and [redacted] to another service providerAt the time of the cancellation, the lease agreements had not been satisfied, and equipment acceleration and cancellation fees totaling $1,were assessedOur records reflect that Ms [redacted] made a payment on December 26, 2015, in the amount of $1,as she indicated was advised would be her total balance dueHowever, $remained outstanding for services rendered through December 26, On January 14, 2016, our records reflect that a $credit was applied to the account During our discussion with Ms [redacted] on January 21, 2016, we explained the information outlined aboveIn an effort to resolve this matter, we agreed to credit the outstanding $balance on her closed accountMs [redacted] expressed her satisfaction with our resolution We appreciate Ms [redacted] taking the time to provide us with details of her experience with our Retail and Customer Service 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 regret any inconvenience this matter may have caused, as well as the circumstances that led Ms***’s decision to cancel her service with usIf Ms [redacted] has any questions regarding this concern, she can contact me by calling our Executive Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W 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: I believe I am a reasonable person and I understand no cellular provide can guarantee seamless serviceMy complaint is that Sprint knowingly neglected to notify customers potentially effected by outages created by circumstances within its controlMy issues of sporadic coverage are not isolated to within a concrete building or inside a facilityWhat is the cause for my lack of service while outside, in a car? Macon, Ga has over 150,people I'm sure I can locate at least other current customers who were also affected by their outages I ask Sprint to address their customer service representative own admission that they have record of towers that are "down" or "out of service" which affected my serviceSprint customer service prorated my bill once I believe Sprint owes me for many more timesThe bottom line is that Sprint has charged me for a service during times they did not/could not provide serviceIm asking Sprint to act ethically and reimburse me Regards, [redacted]