Sprint Corporation

May 15, 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 April 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with consistently contacting Sprint’s Customer Care group in regard to the monthly lease charges assessed to her account upon establishing services with SprintMs [redacted] stated that she was offered a Buy-One-Get-One-Free (BOGO) promotion and an Unlimited High Speed Data planFurthermore, Ms [redacted] expressed her dissatisfaction with the delay in receiving the Referral Reward Cards as part of Sprint Referral programLastly, Ms [redacted] expressed her dissatisfaction with the lack of coverage in her home service area of Salisbury, South Carolina Ms [redacted] requested that Sprint review these matters and allow her the ability to cancel services without further cost to her Sprint has reviewed Ms [redacted] ’s’ complaintIn our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing As stated in the terms of the Sprint Unlimited Freedom Plan, discount applies when customer enrolls in our electronic billing (e-Bill) and Automatic payment programs According to our records, Ms [redacted] established services with Sprint on January 29, 2017, by portiphone lines ending in ***, ***, [redacted] and ***Upon the activation of service, Ms [redacted] purchased devices via Sprint Monthly Installment Billing and Lease programs and selected the Unlimited Freedom Shared plan w/$monthly discount per line/per monthAs such, the monthly installment billing and lease charges totals $per month Based on Ms [redacted] ’s account selections, she did not qualify for the Buy-One-Get-One-Free BOGO promotion and her monthly rate totaled $per month, which includes her $Unlimited Freedom Discount, applicable taxes and feesLastly, we are unable to substantiate that she was offered an Unlimited High Speed Data plan Our records further indicate that Ms [redacted] qualified for the $Gift Card promotional offer for Sprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement Additionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible Further, on May 11, 2017, we confirmed that we located the referrer's and the referee's registration, which was denied since the person who received the referral did not make a qualifying purchaseBased on records, the qualified phone lines are ***, ***, [redacted] and ***However, three lines of services were ported-out to another wireless service provider as of May 10, As a result, we can no longer honor Sprint’s Referral Rewards programHowever, phone line ending in [redacted] is still active on the account; therefore, as a one-time exception we approved and processed a $American Express Reward CardWe ask that Ms [redacted] allow days for the referenced card to be shipped to the address on file We regret that the coverage in Ms [redacted] ’s service area is falling short of her expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Ms [redacted] ’s billing address is within Sprint’s “fair” coverage area and was operating within parameters during the time she stated that he experienced poor serviceAs outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger We spoke with Ms [redacted] on May 10, 2017, and relayed the aforementioned information to her At that time, Ms [redacted] expressed her interest in cancelling service with Sprint without being assessed the remaining Lease/Installment accelerated cancellation charges To mutually resolve this matter, as a courtesy, we offered Ms [redacted] the ability to cancel/port-out phone lines ending in ***, ***, ***, and [redacted] prior to the fulfillment of terms of her Lease/Installment Billing Agreements in exchange for the return of the devices in good working conditionUpon receipt of the returned devices in our Returns Warehouse, we will adjust the Lease/Monthly Installment accelerated cancellation charges associated on the aforementioned phone lines Ms [redacted] accepted our proposed resolution Accordingly, we sent return kits to Ms [redacted] ’s address on file to facilitate the return of the devices Should Ms [redacted] have additional questions and/or concerns pertaining to the resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Account xxxxx [redacted] 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] described unfavorable customer experiences during her attempts to address multiple billing and network service issues, including the recent interruption of her services due to a past-due balanceShe requested that we allow her to cancel her services without any termination fees We regret the circumstances that have led Ms [redacted] ton consider the cancellation of her Sprint services, as well as any misunderstanding that may have occurred regarding her account balance and related service interruption However, as outlined in our Terms and Conditions of Services, which can be reviewed on our website at www.sprint.com, payment is due by the due date posted on customers’ invoices We realize that situations may arise that prevent customers from remitting payment by the posted due date, and Sprint can assist with payment arrangements if available However, not all payment arrangement requests can be honored, and our acceptance of an arrangement may not guarantee that services will not be interrupted Our records reflect that we have worked with Ms [redacted] on multiple occasions in an effort to bring her account balance current and to prevent suspension of her services for non-payment However, we confirmed that her services were interrupted for non-payment on as a result of her not satisfying her past-due account balance in a timely manner In addition, we previously explained to her that, as outlined in our Terms and Conditions of Services, we may withdraw or change services or place limits or conditions on the use of our services at any time based on usage history During our June 16, 2017, conversation with Ms [redacted] , we explained the information outlined above We also confirmed that her account balance is now current We also reminded her that she accepted a 18-month equipment lease agreement for her current device on November 5, 2016, and that, as a result, termination of her services prior to the satisfaction of that agreement would result in additional charges, pursuant to the terms of that agreement As such, we respectfully declined her request We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 30, 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] disputed the final balance reflected on her cancelled Sprint accountMs [redacted] requested that the charges be removed from her account as she cancelled her service with Sprint within the 30-day satisfaction guarantee We regret any frustration that Ms [redacted] may have experienced regarding the final balance reflected on her cancelled Sprint accountWe attempted to contact Ms [redacted] via the e-mail provided, [redacted] , on August and Although we have not had the opportunity to speak with Ms [redacted] directly, our initial research of Ms [redacted] ’ dispute reflects that she established service on May 7, On May 17, the device was returned with no usage To demonstrate our commitment to excellence we adjusted the $final balance We regret any inconvenience this matter may have caused If we can be of further assistance with this issue, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 7:30a.mand 3:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

March 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] states that she requested that a line of service be provisioned on her account for her mother in May She also indicates that a phone that she already paid for in full was activated on her mother’s phone line She also states that she subsequently ported her mother’s phone number to another carrier and that an Early Termination Fee was assessed At this time, Ms [redacted] requests that we apply an account credit to offset the Early Termination Fee assessed During our discussion with Ms [redacted] , we confirmed that the two year service agreement reflect on her mother’s phone number ending in [redacted] was not associated with the purchase a phone but with the establishment of the line of service on a discounted service plan As a demonstration of our commitment to excellence, we applied a $account credit to offset the Early Termination Fee assessed on the cancelled line of service, including taxes, applicable fees and surcharges She stated that the matter was resolved to her satisfaction If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

February 26, 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 filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] states that he experienced a decline in Sprint network performance at his home addressAs a result, he cancelled his account, returned the equipment, and is requesting that Sprint credit his account for the Early Termination Fees and cease all collection efforts In discussing these matters with Mr [redacted] on February 24, 2016, we thanked him for providing us with the details of his experienceWe confirmed that Mr [redacted] activated his account on September 2013, and cancelled on November 7, 2013, outside Sprint’s Satisfaction Guarantee timeframeHowever, because of the network concerns he experienced, he was offer the option to return the devices on his account and in exchange Sprint would apply a credit to offset the Early Termination Fees assessedWe have confirmed receipt of his returned devices As such, credits have been applied to offset the disputed balanceAs a result, his account has been finalized with a zero balance Additionally, we have contacted the outside collection agency and advised them to cease further collection efforts on this accountIn addition, they will request that the credit bureaus remove any negative reporting from his credit record regarding this issuePlease allow up to days for completion of this process We appreciate Mr [redacted] for taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have causedIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean J Executive Analyst

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer service during her attempts to address the unauthorized addition of two lines of service to her account Ms [redacted] also expressed dissatisfaction with the length of time taken to speak with a member of our Fraud Department Ms [redacted] requested that we provide her with credit for her disputed charges and inconvenience while waiting to have the issue resolved We appreciate Ms [redacted] ’ bringing this matter to our attention and regret any delay that may have occurred in addressing her reported concerns Our records reflect that the two disputed lines of service were canceled by our Fraud Department on April 23, In addition, on May 1, 2017, they applied all the necessary credits to negate any charges associated with the two lines of service Further, on May 12, 2017, our Fraud department applied a credit of $to her account to offset one shipping fee We confirmed that they have completed their investigation and no further credit is warranted During our conversation with Ms [redacted] on May 12, 2017, we provided the information detailed above She reiterated her dissatisfaction with our customer service representatives and her concern with the referenced fraud issue We assured Ms [redacted] that her account security is a paramount priority to us and that we take that matter very seriously We further advised her that for this reason, our Fraud department closed her online account profile, and she had to open a new online account with a new PIN code We appreciate Ms [redacted] ’ taking time to provide details of her experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , J [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrJ [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed the delay in unlocking a device that he purchased at [redacted] ***, a third-party affiliate authorized to sell Sprint services, stating that the retail representative placed the incorrect SIM card in the device, and now he cannot use it with his wireless service provider of choiceHe further stated that his attempts to unlock the device with [redacted] and Sprint’s Customer Care representatives have been unsuccessfulMr [redacted] requested that Sprint unlock the device or refund the purchase of the device We regret any misunderstanding that may have occurred related to our ability to unlock Mr [redacted] ’s referenced Sprint-branded device“Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to accept another carrier’s SIM card (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options; • The associated account is in good standing; • The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and • The device has been active on a Sprint account, either currently or previously, for at least days Our records do not reflect an account was established by Mr [redacted] for Sprint servicesDuring our July 5, 2017, conversation with him, we explained the information outlined aboveMr [redacted] advised us that [redacted] exchanged the disputed equipment and he is now able to use his purchased device with his wireless service provider of his choice We regret any inconvenience this matter may have caused, but are pleased that Mr [redacted] ’s device concerns were resolved satisfactorilyIf we can be of further assistance regarding this reported concern, Mr [redacted] can contact me directly 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

July 31, 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 filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed charges over $reflected on his Spirnt account for a line of service that is not in use He requested that we remove those charges that he believes are erroneous We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint billing We confirmed that Mr [redacted] has not exceeded the allotted minutes in his rate plan and that the referenced charges included in his actual account balance However, we identified that a systematic error led to the disputed charges reflecting on his online account as overage usage charges We spoke with Mr [redacted] on July 17, 2017, and provided him with our findings Although no Sprint billing errors were identified, we offered to apply a credit of $to his account as a one-time courtesy to offset a portion of his current service charges Mr [redacted] accepted our offer, and we applied the credit as agreed, leaving his account with a credit balance of $ He expressed his satisfaction with our resolution We regret any inconvenience this concern may have caused If Mr [redacted] has any additional questions regarding this issue, he 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 TimeSincerely, Sean [redacted] Executive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX***, [redacted] G [redacted] / [redacted] Repairs Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above rebuttal inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the rebuttal complaint, Mr [redacted] disagrees with our findings advising that the business account was established at the recommendation of the store employee and he continues to assert that he believes he was misinformed about the entire purchase We note that Sprint addressed all of the issues raised in Mr [redacted] ’s complaint in our previous response dated May 5, While Mr [redacted] may disagree with our findings, we believe Mr [redacted] ’s dispute was addressed and resolved to the best of our ability Furthermore, we are unable to provide Mr [redacted] with his desired resolution, and because he is no longer a Sprint customer, we are unable to consider any type of goodwill credit for customer satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] 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 meI would like to add that the device was replaced in November and I cancelled the insurance because the device was under warranty and I am eligible for an upgradeIts bad business to charge a fee for a warrantied device after paying a deductible that was the original cost of the phoneI am satisfied with my solution because I recieved a phone which is all I wantedI will however remember all it took to get my solutionThe company should evaluate its treatment of consumers Regards, [redacted]

May 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] S [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Ms [redacted] , she states that she took advantage of a Buy One Get One (BOGO) offer for the Samsung Galaxy Sand the Samsung Galaxy SEdge at the start of service; however, the offer is still not reflecting on her monthly billing statementsMs [redacted] is requesting a check for the balance of the free phoneFurthermore, she is requesting that the second Samsung device be paid off in full or discounted for inconvenience Our office attempted to reach Ms [redacted] via phone and e-mail on April 25, 26, and 28, 2017, asking her to contact our office to discuss her concerns Additionally, we mailed a letter to her address on file on May 5, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her concerns 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 If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

June 13, 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 Mr [redacted] , submitted on May 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’ complaint, he states that he completed a Change of Ownership (COO) to move three lines from his ex-wife’s account to account to an account established in his nameHe states that he turned in leased iPhone and devices and upgraded to iPhone devices on two linesHe reports that he was charged for the both devices that were turned in He states he received credits for the iPhone 5; however, charges for the iPhone are still assessed to his accountMr [redacted] is requesting reimbursement for the charges associated with the iPhone as he paid the amount in good faithFurthermore, he would like to purchase both iPhone devices and not be responsible for lease agreements beyond the cost of the phone so he can take his devices to another carrier We spoke with Mr [redacted] on June 1, 2017, and advised that we are in receipt of his inquiry and will research his concernsAfter account review, our office confirmed that the equipment charges for the iPhone and devices totaling $have been removed from the accountFurther, there was an End of Lease purchase amount totaling $including tax billed for line ending in [redacted] in error, which has been adjusted Our office attempted to reach Mr [redacted] via phone and email on June 12, 2017, to provide the above reference informationUnfortunately, our attempt was unsuccessfulUpon further account review, we find that Mr [redacted] has canceled his service and valid Lease Cancelation charges and Device Purchase amounts for the iPhone devices have been accessed to his account We respectfully decline Mr [redacted] ’ request for waiver of the Lease Cancelation charges However, we invite him to contact our office at his earlies convenience should he wish to discuss his concerns further We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 concerns to our attention In the information provided, Ms [redacted] stated that she has not received the $that she was promised for the poor wireless service she received She expressed her dissatisfaction with being contacted by an outside collections agency regarding the balance Therefore, she believes that the account is adversely affecting her credit She is seeking an adjustment of the balance as previously advised due to her experience and to not have the account reported to the credit bureaus We spoke with Ms [redacted] , and addressed her concerns We apologized for any inconvenience this matter may have caused her Upon review of her account credits totaling $were applied to her account today As a result, her outstanding balance is currently $for unpaid equipment chargesWe also confirmed that although her account was forwarded to IC Systems for collections on behalf of Sprint, no negative information has been reported to the credit bureaus regarding this account to date We also verified that account will not be reported to the credit bureaus if the balance is paid prior to October 23, Ms [redacted] stated she is satisfied with this resolution If I may be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services Department at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] CExecutive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated she was on a price plan where the $access fees are waived She said her device on line of service ending on [redacted] was damaged, and she was advised she will have to change the number; however, she was not aware she will be charged for the $access fees As a result, Ms [redacted] is requesting that we correct her bill and credits for the overcharge Our record reflects that Ms [redacted] started service with Sprint on August 20, 2015, and on our promotional 10GB data share plan with the $access fee waived She added line of service ending [redacted] on August 6, 2016, and cancelled line of service ending ***However, the code was not added to waive the $access feesTo resolve this matter, we added the code to line of service ending [redacted] on July 10, We also confirmed Ms [redacted] account was credited $on May 12, 2017, for the eleven months she has been paying the $access fees During our July 13, 2017, 2017, e-mail conversation with Ms***, the information was explained to her Ms [redacted] confirmed her understanding and thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with customer care representativesWe 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 this matter may have caused, and are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

April 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Mr***: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she switched to a new service plan she was advised that the new service plan included the Mobile Hotspot featureShe stated she recently requested to switch back to her previous service plan and was advised that she would be charged a prorated bill and one month in advance which would increase her bill to $She is requesting to have her bill fixed During our conversation with Ms [redacted] on April 1, 2016, we explained that in our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationWith respect, 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 Our records indicate that Ms [redacted] selected a new service plan on March 19, 2016, which includes the Mobile Hotspot featureWe spoke with Ms [redacted] on April 1, 2016, and advised her that the new service plan she elected on March 19, 2016, includes the Mobile Hotspot featureHowever, due to any possible misunderstanding we updated her service plan to one which she agreed to and which also includes the Mobile Hotspot featureWe scheduled the new service plan to go into effect on her billing cycle date of April 18, 2016; therefore she will not be charged any prorated charges on her next invoiceAdditionally, since we value her business we offered applied a credit totaling $to her account to offset a portion of the monthly charges on her January and March invoicesMs [redacted] confirmed her issue is resolved We regret any inconvenience that this matter may have causedIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer F Jennifer F Executive Services Analyst

In Ms [redacted] ’s rebuttal; she stated that that she paid the upgrade activation fees when she initially attempting to upgrade her devices at a Sprint store As a result, she is requesting a credit be applied to her account to offset the charges reflected on her August invoice In an effort to amicably resolve this matter, a total adjustment of $was applied to the account on September 5, 2017, to offset the upgrade fees reflected on the August invoice We contacted Ms [redacted] at the telephone number included in her inquiry and via email on August and September 5, Unfortunately, our attempts were unsuccessful, and Ms [redacted] has not replied to our attempts to discuss the concerns reported to your office 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 Therefore, we ask that Ms [redacted] to contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concerns

August 30, 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 has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her billing being higher than expected after completing an upgrade on a current line of service as well as adding an additional line of service recently She requested that the disputed charges be credited We regret any misunderstanding that may have occurred related to Ms [redacted] ’s referenced billing concerns We spoke with Ms [redacted] on August 25, 2017, and verified with her that her account balance is valid However, as a courtesy and due to any possible miscommunication that may have been provided related to her account charges, we offered a one time credit of $to offset one month of service charges on her accountMs [redacted] accepted our offer and we applied the credit as agreed She then confirmed that we resolved her inquiry We regret any inconvenience this matter may have caused Ms [redacted] If I can be of further assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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, [redacted] ***s

December 14, 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] expressed her dissatisfaction with unexplained increased in her monthly Sprint charges and with the level of customer service provided by our representatives during her attempts to address her billing disputesShe requested that we released her from her contractual obligations with us as a result of those concerns and her inability to use her Sprint services at her job We appreciate Ms [redacted] ’s taking time to provide details of her experience 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 her experience to improve our customer service training and processes We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s billingHowever, our review of her account billing confirmed that her monthly charges have been correct and valid based on her chosen rate plan and equipment options but that she recently authorized a rate plan change that will lower her monthly charges during an interaction with our Customer Care department During our December 5, 2016, discussion with Ms [redacted] , we explained her rate plan and equipment-related charges in detailMs [redacted] indicated her understanding of our explanation and her satisfaction with her new rate plan and updated monthly billingAlthough we were unable to identify any error on the part of Sprint related to her billing inquiry, we offered credits totaling $to offset a portion of her service chargesMs [redacted] accepted that offer, and we applied the credits as agreed Ms [redacted] also expressed concerns regarding her account unrelated to the issues brought forth in this filingWe are pleased to confirm that we fully addressed those matters, as well, and that Ms [redacted] is satisfied with our actions We regret any inconvenience these matters may have caused but are pleased that we were able to assist Ms [redacted] ’s account concerns satisfactorilyIf we can be of further assistance with her account, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between 9:a.mand 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

Executive & Regulatory Services POBox Irving, TX June 22, 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 on May 29, 2017, she accepted a promotional offer that provides a $discount off the purchase price of a new iPhone upon upgrading However, she was later informed that an account alert prevented the upgrade transaction She has requested that the account alert be removed so that she may upgrade and accept the promotional offer We attempted to contact Ms [redacted] by telephone and e-mail on June and 21, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We look forward to assisting Ms [redacted] with her account issue and encourage her to contact our office In an effort to address Ms [redacted] ’s concerns, we have reviewed the account and do not find any restrictions that will prevent the line in question from upgrading We do however, find that the account is past due and the balance will need to be current prior to attempting the upgrade We regret any frustration this matter may have causedIf 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