Sprint Corporation

Tell us why here...July 10, Revdex.com Serving Greater Kansas City Ward Parkway 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 Mr [redacted] submitted on June 28, We appreciate your assistance in bringing our customer’s concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with our customer service representatives during his attempts to resolve an account issueMr [redacted] stated he contacted our Customer Care team regarding misinformation he received about a device upgrade, and he stated he was offered a credit of $150, contingent on the return of an iPhone SE deviceHowever, this has not been applied to his accountMr [redacted] requested that we apply an adjustment on his account According to our records, on May 30, 2017, Mr [redacted] upgraded his device associated with phone line ending in [redacted] and activated phone line ending in [redacted] via Sprint Leasing programWe confirmed that the Mr [redacted] was offered a credit of $to offset a portion of his service plan charges To resolve the matter, on July 7, we applied a credit of $to Mr***’s account as offered on June 8, We contacted Mr [redacted] on July 7, 2017, to further discuss this matterAt the time, Mr [redacted] accepted our offer and acknowledged the information and resolution provided We appreciate Mr [redacted] for taking time to provide details of his 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 apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf Mr [redacted] has any questions concerning the issues discussed herein, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

April 26, [redacted] ***Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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’ concerns to our attention According to the information provided in Ms [redacted] inquiry, she advised that she was misquoted regarding the monthly service charges and device purchasing options As a result, she is requesting that we allow her to return the devices and cancel the account with no penalty During our conversation with Ms [redacted] on April 13, 2016, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved We confirmed the balance on the account and she is satisfied with the resolution We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] Executive Services Analyst

July 24, 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 June 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his concerns with the performance of the Alcatel OneTouch Retro device associated with his phone number ending in ***, which has fallen short of his expectationsMr [redacted] requested that Sprint review this matter, provide him with the ability to return his device and provide him compensation for time that he has been unable to use the device to his full expectations Sprint has reviewed Mr***’s complaintPlease note all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Mr [redacted] on July 17, 2017, to address his equipment concernsAt that time, we advised Mr [redacted] that because he does not subscribe to TEP; therefore, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, Mr [redacted] may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Mr***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device During our conversation on July 17, 2017, Mr [redacted] expressed his dissatisfaction with our findings, advising that he was advised there is a known issue with the Alcatel OneTouch Retro deviceWe advised Mr [redacted] that we are unable to substantiate his claims as Sprint does not have any notice from the manufacturer that there is any known defect with this particular model of deviceWe must respectfully decline Mr***’s request to accept the return of the Alcatel OneTouch Retro device associated with phone number ending in [redacted] and waive any contractual obligations related to the respective Installment Billing AgreementIn order to provide an amicable resolution and closure to the matter, we offered a one time courtesy adjustment of $to offset a portion of his monthly recurring charges of $48, which is equal to twelve months of $monthly installment billing charges; however, we explained that we will not amend or adjust the signed Installment Billing AgreementMr [redacted] did not confirm his acceptance of our offer, and we advised him that should he wish to accept our proposed offer, he can contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience this matter may have caused Mr***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 a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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 According to the information provided, Ms [redacted] is dissatisfied with her customer experience while trying to address concerns with her device Ms [redacted] stated that she was told her device was not replaceable in store and that she would have to utilize her TEP coverage to process an exchange, paying a $deductibleShe is requesting credit for the replacement cost All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending Therefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep After review of Ms***’s account and replacement concerns, we have confirmed that she contacted Asurion to complete her equipment replacement claim Although we maintain that no credit is due because of an aftermarket replacement on her device, in an effort to amicably resolve her complaint, a one-time goodwill credit was applied to Ms***’s account to offset the billed device replacement deductible in the amount of $ Based on this, Ms [redacted] verified that this resolved her inquiry Ms [redacted] provided feedback regarding her recent interactions with our retail store representatives We appreciate her taking the time to provide us with the details of her experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, pin *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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] I have responded to the emails sentI want my lines canceled Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

September 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he cancelled his account with Sprint after being advised by one of our retail representatives that he does not have an active agreement for lines ###-###-####, and ###-###-####However, he stated he was billed early termination fees for both lines, totaling $He requested copies of the subscriber agreements and has not received theseLastly, Mr [redacted] stated he was told to go to the store and return the airave; however, they advised him to ship it back to SprintAs a result, Mr [redacted] is requesting that we adjust the disputed charges and stop collection activities, and also send the return kit to send the airave back Our records reflect that Mr [redacted] upgraded line ###-###-####, on October 10, 2013, on a 2-year term agreement, and line ###-###-#### on November 12, 2013, on a 2-year term agreementFurthermore, we determined that Mr [redacted] was also mailed copies of the agreements on October 14, 2013, and November 15, 2013, to the address on file Additionally, we also sent the return kit to the address on file to facilitate the return of the airaveWe will then adjust the $fee for the airave once returned in good working condition When Mr [redacted] accepted Sprint service agreements on October 10, 2013, and November 12, 2013, he consented to retain services for two years from that date As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchases Therefore, because he canceled his services effective November 30, 2014, prior to the fulfillment of the agreed-upon term, the account was automatically assessed $in Early Termination Fees During our September 5, 2017, conversation with Mr [redacted] , the information outlined above was explained to him Although no error occurred on the part of Sprint, as a courtesy, we offered to adjust the airave charges totaling $with the return of the equipment in good working conditionWe also offered to adjust $328.93, equal to one-half of the $Early Termination Fees Furthermore, we informed Mr [redacted] that because the charges are valid, the negative report cannot be removed However, we can update it to paid in full after he returns the airave device and pays the $remaining balanceWe informed him the offer is good for 14-days If we can be of further assistance with this matter, or to accept our offer within the next days, Mr [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, [redacted] *Executive Services Analyst

May 31, 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 above-referenced complaint of Ms [redacted] ***Thank you for forwarding our customers concerns’ to our attention In her inquiry, Ms [redacted] stated she pre-ordered a Samsung SPlus device and we had a promotion for a free Galaxy Gear accessory She stated when she picked up the device from the store she was advised the accessory promotion was offered by Samsung and to contact them As a result, she is requesting assistance with this matter Customers who pre-order a Samsung Galaxy Sor SPlus from March through April 20, 2017, are eligible for a free Samsung Gear VR headset Customers are required to register for the offer at https://promos.samsung.com/infinitelyimmersive to submit a valid claim form and a copy of their receipt or email confirmation Customers will receive a new Gear VR while supplies last Customers must register online between April 10, 2017, at 10:Eastern Time (ET) and May 14, 2017, at 11:59:PM ET Samsung’s website will require that a customer provide the device’s IMEI/MEID to register We reviewed Ms***’s account and confirmed she pre-ordered a Samsung SPlus device on April 3, She picked up the device on May 7, During our conversation with Ms [redacted] on May 25, 2017, she stated she was not aware she had to register for the promotion and now she is past the eligibility dates Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, we issued a credit to her account equal to the $cost Ms [redacted] incurred when she purchased the Galaxy Gear VR headset Ms [redacted] accepted our resolution We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive 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: the way the sprint explain the complain and their response is distortedIt was not because of multiple billing issues, but their breach of agrement by increasing the monthly payment $without prior notificationI was charged $termination (cancellation) fee, which was not part of agreementI have attached all documents that I signed with SprintI agreed to reurn the device (the conversation is recorded), but they have to compensate me for all the hardship and loses I had because of this disputeThey ruined my credit score, and other financial processes depending upon Regards, Anila V***

Tell us why here December 22, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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] This complaint was served on Sprint on December 2, Mr [redacted] ’s filing expressed his dissatisfaction with a delay in receiving a full refund for her devices associated with phone lines ending in [redacted] and ***, after he returned the above devices to SprintFurthermore, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to resolve this matterMr [redacted] requested that Sprint review this matter and process the final refund of $to his account Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on December 7, 2016, to further discuss his account concernsDuring our conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly According to our records, Mr [redacted] established service with Sprint by portiphone lines ending in [redacted] and ***, and purchasing devices via Sprint’s Monthly Installment program on September 9, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsYou can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationYou are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoiceThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers We have confirmed that the aforementioned devices were returned to Sprint’s Returns warehouse on October 17, As such, a refund of $was processed to credit card ending in ***To settle this matter, on December 16, 2016, we have confirmed that a final refund of $was processed back to the aforementioned credit cardWe ask that Mr [redacted] allow to business days to receive the refund to the credit card in question from date of approval In an effort to ensure that Mr [redacted] is satisfied with our aforementioned resolution, we spoke with Mr [redacted] on December 19, 2016, and relayed the aforementioned information and resolution to himMr [redacted] confirmed that he was satisfied with the resolution provided We appreciate Mr [redacted] taking the time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

May 23, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] advised that he was promised a free device and service from Sprint due to his special needs but that we have not honored those offers and have billed him $thus far Mr [redacted] requested that we allow him to return his Sprint device to us and terminate his services with us We regret any misunderstanding that may have occurred with regard to the cost of Mr***’s Sprint products and services Our records reflect that he was promised and received a free device; however, we have no record of a promise for free service Further, our records reflect that Mr [redacted] accepted the charges for the service plan that he selected and remitted a payment during the initial sales transaction As a result, we were unable to identify any billing error associated with his Sprint account As such, it will be necessary for us to communicate with him directly in order to validate his security information and obtain additional details that would aid in our review Unfortunately, our attempts to contact Mr [redacted] on May 11, 18, and 19, 2017, via telephone and e-mail to discuss his reported concerns in detail were unsuccessful In addition, on May 19, 2017, we sent a letter to him at his address of record via U.SPostal Service acknowledging our receipt of his inquiry and inviting him to contact us directly if his issue remains unresolvedTo date, he has not yet responded to us We believe that we can fully address Mr***’s reported concerns, and we look forward to having the opportunity to do so If his issues remain unresolved, Mr [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

June 21, 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 above-referenced inquiry of Mr [redacted] Sprint received this inquiry on June 3, 2016, and we appreciate your assistance in bringing our customer’s concern to our attention Based on the inquiry, Mr [redacted] states that he contacted Sprint in March and provided the IMEI (International Mobile Equipment Identity) number and was advised that his new Nexus that was purchased from eBay was compatible with Sprint’s networkHe further states that in June 2016, he visited a Sprint store and the store representative suggested that he purchase a SIM card; however, Mr [redacted] decided to contact our Customer Care department for assistance At that time, he was advised to move the SIM card from his old device, a Samsung Galaxy S4, to his new Nexus Mr [redacted] revisited the store and contacted our Customer Care department to activate his Nexus 5, and was informed that the Nexus was not compatible with Sprint’s networkAs a result, he is seeking assistance with this matter Sprint is committed to providing world-class customer service and it is our goal to resolve all matters brought to our attention In the information provided and during our our discussion with Mr [redacted] , he expressed his interest in activating a non-Sprint branded device on the Sprint network Based on our records, Mr [redacted] contacted our Customer Care department on June 2, 2016, regarding the activation of a device that he purchased on eBay At that time, Mr [redacted] was advised that the device he wished to activate is not compatible with our network As a result, we are unable to assist Mr [redacted] in activating the referenced device Sprint does offer Bring Your Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this time Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience We appreciate Mr [redacted] taking time to provide details of your experience with our products and services We are continually striving to improve the quality of service and products provided to our customers Please be assured that we value customer feedback and your concerns have been forwarded to the appropriate managerial staff to ensure we are delivering solutions that will meet the differing needs of our customers We regret any inconvenience that this matter may have caused Mr [redacted] If further assistance is needed, Mr [redacted] can contact me by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 14, 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 complaint of Ms [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attentionIn her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a device billing issue Ms [redacted] stated she attempted to turn in her two iPhone devices and upgrade to an iPhone and iPhone Plus She stated that she agreed to an offer where she will get a $monthly credit towards the installment billing of iPhone and iPhone Plus; however, she said she never received a return kit to turn in the iPhone 6’s Ms [redacted] further stated that she contacted our customer service department for an additional return kit; however, she stated that she was informed that she did not have to turn in the devices As a result, Ms [redacted] is requesting assistance with this matter, and with receiving her monthly device creditDuring our June 14, 2017, conversation with Ms***, we explained that the return of the iPhone 6’s are required in order to receive the monthly credit per the terms of the promotion she was offered Ms [redacted] agreed to return the iPhone 6’sBecause the noted promotion is no longer available, we are unable to provision it on her account However, as an alternative, and in an effort to reach an amicable resolution to his matter, we applied a bulk credit in the amount of $to the account The credit equates to the value of the $monthly credit over the 18-month installment lease for both of her lines As a result of the aforementioned actions taken, Sprint considers this matter fully addressed and resolved If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Michael GExecutive Services Analyst

June 6, 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 filed with your office by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicated her device on phone number ending [redacted] was lost/stolen and she changed the plan to a Seasonal Standby plan for $a month She further stated that her other device on phone number ending [redacted] was damaged and she inquired about making an insurance claim because she subscribes to Total Equipment Protection (TEP) programMs [redacted] indicated she also has the iPhone for Life plan and decided to upgrade to a new device instead of making the TEP claim However, when she attempted to upgrade her device, she stated she was required to pay $before she could purchase the new device Last, Ms [redacted] indicated she would like her service restored, a lower cost plan, keep her iPad promotion, and indicated she has never missed a payment As a result, she is requesting assistance with these matters We reviewed Ms***’s account and confirmed phone number ending [redacted] had an iPhone 5s purchased via a two-year service agreement The plan was changed to a minute talk and messaging plan for $a month effective February 29, This line of service was then canceled on August 26, 2016, and the account was not assessed an Early Termination Fee Our records reflect that Ms [redacted] purchased an iPhone for phone number ending [redacted] on November 20, 2014, via our lease program, and was eligible for our iPhone Forever Program This program allows a device upgrade to the next generation iPhone after lease payments are received When a customer is eligible for the upgrade, the current device is either returned to us in good condition or a customer has the option to purchase the device for an End of Lease (EOL) charge Ms [redacted] upgraded to the iPhone on September 15, Her account was assessed the $EOL charge; however, an offsetting credit was applied on November 7, 2016, when the device was returned to our warehouse This matter was previously resolved During our conversation with Ms [redacted] on June 5, 2017, we provided her with a breakdown of her monthly service cost for her phone and iPad line of service In our review, we included the cost of the service plan, the Total Equipment Protection option, and the device cost Ms [redacted] accepted the cost estimate and confirmed her issues have been addressed and resolved The last payment posting to Ms***’s account was on March 15, 2017, but it did not include the full balance due As a result, her service was suspended on April 17, We restored her service on May 31, 2017, while we completed our review of her complaint We issued credits for Ms***’s late fees and reconnect fees Ms [redacted] indicated she would remit a payment to her account next weekIf Ms [redacted] has any additional concerns regarding this matter, I can 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 TimeSincerely, Ann HExecutive Services Analyst

April 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s complaint, he is disputing his final account balance because he canceled service during the Sprint Satisfaction Guarantee time period advising the coverage did not meet his wireless needs Mr [redacted] also indicates that he traded in five devices that were not returned when he canceled services We regret that our service did not meet Mr***’s expectations Our records indicate that his residence is located in a fair coverage area, which likely contributed to the problems he experienced To address this matter, we applied credits to Mr***’s account totaling $to offset the final balance due In addition, as outlined in the terms of the Sprint Buyback Program, we cannot return a device once it is traded in; however, as a gesture of goodwill, we have provided Mr [redacted] with five like devices, which he accepted as final resolution to this matter If Mr [redacted] needs further assistance with this matter, 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 J [redacted] Executive Services Analyst

March 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Douglas F [redacted] Sprint Account # [redacted] Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal of Douglas F [redacted] We appreciate your assistance in bringing our customers’ supplemental concerns to our attention According to the information provided, MrF [redacted] expressed his dissatisfaction with our response to his prior inquiry regarding our iPhone on Us promotion 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 As stated in our prior response, we regret any delay or miscommunication regarding our promotion, however, we determined that his device was purchased outside the promotion date As a gesture of goodwill, we offered a one time credit of $to be applied to his account to offset the monthly recurring charges for three months At that time, MrF [redacted] accepted our resolution We appreciate MrF [redacted] taking the time to provide us with the details of his experience with our department and our retail representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes We regret any inconvenience that MrF [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, MrF [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at [redacted] , ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina 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: Sprint may say that their network is "good." However, "good" is a relative term However, if they were to actually listen to their customers, they would receive the feedback regarding dropped calls, inability to hear callers, low bars often, difficulty placing calls because of signal issues, etc When they say "good" it seems they have a different standard compared to their customers Regarding the billing, I have had many conversations regarding the billing and witnesses What was offered to us on the phone was obviously not documented They have recorded calls, they can simply review those calls to get the proof This response from Sprint tells me that Sprint cannot be trusted at all Regards, [redacted]

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he cancelled his Sprint account on March 9, 2017, and verified that he would be billed a $Early Termination Fee However, he was billed an additional $on his final invoice As a result, he requested to have the additional $charges credited As stated in our Terms of Services, which can be viewed at www.sprint.com, you agree to pay all federal, state, and local taxes, fees, and other assessments that we are required by law to collect and remit to the government on the services that we provide to you These charges may change from time to time without advance notice During our conversation with Mr [redacted] on April 27, 2017, we explained that our records reflect that when he cancelled his account on March 9, 2017, he was billed $Early Termination Fee plus $for applicable taxes and surcharges as outlined above Although we sustain that the charges are valid, in an effort to bring amount an amicable resolution to this matter we offered to provide an account concession credit in the amount of $to offset a portion of the charges reflected on his April invoice Mr [redacted] accepted our offer and confirmed that his 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 a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11390476, [redacted] Sprint Account xxxxx 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 customers' concerns to our attention In the information provided, MrWojdelko expressed his dissatisfaction with the delay in our addressing his billing concerns, citing that we did not honor the terms of a promotional pricing plan offered to him when he established Sprint services and with our not providing means for him to return an unusable Airave device for which we are now billing him He requested that Sprint accept a final payment of $to settle his account balance and forward a return envelope to return the Airave to us We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide Please be assured that we value customer feedback and will utilize his input to improve our training and processes Our records reflect that Mr [redacted] activated services with us on September 3, 2015, and that we sent an Airave indoor signal booster unit to him on November 17, 2015, in an effort to improve his ability to use his Sprint services indoors Our records further reflect that he requested the cancellation of his services on December 29, Pursuant to the device installment billing agreement Mr [redacted] accepted in September 2015, the remaining unpaid balances associated with his financed devices, totaling $1,001.63, were assessed to his Sprint account when his services were terminated In addition, because we did not receive the Airave device back into our possession after the termination of his services, we assessed charges totaling $to his account for that equipment During our discussion with Mr [redacted] on April 15, 2016, we explained the information referenced above We also informed him that we applied credits totaling $to his account to offset monthly plan charges not previously manually or systematically credited as they should have been while his service was active and explained that we were unable to determine what anomaly prevented those charges from being credited each month Mr [redacted] accepted the information presented As a demonstration of our commitment to excellence, we then offered to credit the remaining balance reflected on his Sprint account in full if he returned the Airave unit and both of his mobile devices to us in good working condition within the next days Although Mr [redacted] confirmed that our offer was equitable, he advised that he can only return the Airave device to us, as he is no longer in possession of the mobile equipment As a result, we amended our offer to include a credit of $to his account upon the return of the Airave device, for which we forwarded a prepaid shipping envelope to his billing address Because Mr [redacted] is unable to return his mobile devices to us, he is aware that we must respectfully decline his request that we credit the unpaid balances assessed for them We invited MrWojdelko to remit payment of his remaining $past-due balance to avoid future collections activity or to contact GC Services toll-free at [redacted] to negotiate or arrange satisfaction of that balance At that time, Mr [redacted] indicated his satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , extension *** I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, [redacted] **Executive Services Analyst

September 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On September 2, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] *** According to the information provided, Mr [redacted] previously received a replacement device by filing a claim through Asurion Mr [redacted] recently upgraded this line and attempted to return the replacement device through the Buyback Program; however, he was denied due to an active lease on this device We appreciate your assistance in bringing Mr***’s concerns to our attention We appreciate Mr [redacted] taking the time to provide us with the details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of his device issues We contacted Mr [redacted] on September 6, 2016, to discuss his concerns in detail At that time, Mr [redacted] confirmed that his concerns were previously resolved and a credit in the amount of $was applied to his account for the return of his device through the Buyback Program Additionally, because we value Mr***’s patronage, we applied a credit in the amount of $to his account as a gesture of goodwill If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

January 5, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Sprint Account #xxxxx Sprint Case # [redacted] Case # [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced rebuttal complaint for [redacted] This complaint was served to Sprint on January 2, Mr [redacted] ’s filing expressed his dissatisfaction with his attempts to receive a $promotional poVisa card, per lines of service for his Framily referral lines of service He is requesting that Sprint process a $promotional poVisa card for his lines of service Based on the aforementioned Framily Referral promotion, our customers were required to register online at Sprint.com/Framilyreferral to participate and receive a $Visa prepaid card, per line of service Since the aforementioned requirement was not met, Sprint or Visa cannot process his request We trust this letter responds to your inquiry If we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at 1-###-###-#### Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, /s/ [redacted] L Executive and Regulatory Services Analyst Case: [redacted] , [redacted]