Sprint Corporation

May 31, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she recently received a collection notice from a third-party collection agency attempting to collect a debt on behalf of Sprint She stated that the debt is related to a device fee, for a device she returned to the retail store As a result, she is requesting that we cease all further collection activity, credit the balance on her account and remove any negative remarks from her credit report Ms [redacted] requested clarification regarding the installment agreement accelerated charges for her iPhone 5c reflected on her invoice dated July 21, Our records reflect that on March 18, 2014, Ms [redacted] purchased an iPhone 5c and agreed to 24-month installment payments of $ Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges, installment billing payments, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Installment Billing Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her accountDuring our conversation with Ms [redacted] on May 26, 2017, we advised her that our records reflect that on July 13, 2015, she ported her numbers to a new carrier and her account was cancelled and automatically billed the installment billing accelerated charge of $ Further, she had a previous balance of $for services rendered We advised Ms [redacted] that this balance was not paid and as a result was sent to a third-party collection agency due to nonpayment We advised her that we respectfully decline her request to credit the balance as it represents valid charges For negotiation of the remaining account balance due we request that Ms [redacted] contact the third-party collections agency, Source Recovery Management They can be reached at ###-###-####We appreciate Ms [redacted] ’s taking the time to provide us with her feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

December 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Jodi M*** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJodi M*** We appreciate your assistance in bringing our customers’ concerns to our attention In her rebuttal, MsM [redacted] stated that when she reviewed her charges, she noticed that her bill was reduced to $ She further stated that she believes that her charges were incorrect and we credited a portion of the charges only to bill her for the difference on the following bill cycle As a result, her bill reflected a $balance Furthermore, MsM [redacted] described an unfavorable customer service experience during her attempts to resolve her billing issue And last, MsM [redacted] stated that in June when she advised one of our representatives that she lives in a woodsy area and had a connectivity issue, she was offered the Magic Box She stated that she was recently advised that the Magic Box will only improve her data issues, but not her voice connectivity issues As a result, MsM [redacted] requested assistance with her reported issues We attempted to contact MsM [redacted] via telephone and e-mail on December 5, 8, and 11, 2017, to discuss her reported concerns; however, we were unsuccessful in reaching her We also mailed a letter to her address on file acknowledging our receipt of her inquiry and requesting that she contact us regarding these matters As outlined in our prior response on August 15, 2017, we advised MsM [redacted] that her monthly service plan would be $90, plus applicable taxes and surcharges, if her account was enrolled in our automatic payment and eBill programs because she would receive a $monthly credit per line of service Moreover, because of any possible misunderstanding regarding our service plan terms, we previously offered her a $account credit, which is equivalent to a $monthly credit for three months that she would have received if her account was enrolled in the aforementioned programs We also offered her a $credit for her coverage issues for a total credit of $ MsM [redacted] accepted our credit offers Furthermore, our records reflect that her bill was $as a result of the noted credits that she received Our records reflect that her charges totaled $in October because we did not receive her September payment in full by the due date As a result, MsM***’s unpaid balance carried forward to her October bill Our records further reflect that on October 17, 2017, she remitted a $payment and on November 3, 2017, she remitted a $payment, and the remaining balance carried forward to the November bill As a result of our account review, we were unable to identify a Sprint billing error; however, we welcome MsM [redacted] to contact us should she have any questions about her account Regarding the connectivity issues, we reviewed the coverage in MsM***’s local service area our records reflect that all network upgrades have been completed We will need to speak with her to collect the information necessary to determine if her connectivity issue is device-related or if we will need to open a network ticket to further investigate the matter We appreciate MsM [redacted] for taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review We regret any inconvenience that MsM [redacted] may have experienced and appreciate her businessIf we can be of further assistance with these concerns, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productIn his complaint, Mr [redacted] expressed his dissatisfaction with the level of service received from our representatives during his attempt to address his billing concerns citing, he was double billed for services in July and was charged for services he did not receiveMr [redacted] further states he lost his device and canceled his account; however, he was assured he would receive a refund We appreciate Mr***’s taking the time to provide us with the details of his 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 that these concerns have been forwarded to the appropriate managerial staff for further review Our records reflect Mr [redacted] made a $payment for services on July 2, 2015, in addition his price plan was changed and he was billed $for services on July 2, 2015, as wellOur records further support on July 6, 2015, Mr [redacted] contacted Customer Care and requested a refund since his device was stolenFinance confirmed that his bank issued a charge back for the $payment and because more than minutes of airtime were used, we were unable to issue a refund for the $payment he madeAs outlined in our Virgin Mobile Terms and Conditions of Service, payments remitted to Boost Mobile for services are non-refundableAs such, although we regret the circumstances, as a gesture of good faith, we are willing to transfer $to a family member’s VMU, Boost Mobile or Sprint account During our discussion with Mr [redacted] on August 14, 2015, we advised him of the above informationSince Mr [redacted] advised us his device was stolen, we offered to send him a complimentary device for him to use and we applied a $credit towards his account to offset one month of serviceMr [redacted] will receive his complimentary device within 3-business days and we are happy to report he confirmed satisfaction with the resolution offered On behalf of Sprint, I apologize for any inconvenience Mr [redacted] has experienced regarding this matter and regret that we lost his businessIf you have any additional questions regarding these issues, you or he can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 6:p.mCentral Time Sincerely, La Taushia L La Taushia L Executive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX2267, Bernette A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsBernette A*** We appreciate you bringing our customers’ concerns to our attention According to the information provided, MsA [redacted] stated that she recently canceled a line of service on her account MsA [redacted] stated that since she canceled that line, her monthly charges have increased MsA [redacted] requested a breakdown of her monthly charges We attempted to contact MsA [redacted] at her phone line ending in on September 14, 19, and 25, Regrettably, we have been unsuccessful in our contact attempts However, we reviewed MsA***’s account records and found that her account is consistently past due In accordance with MsA***’s request, we have attached a chart detailing her carryover balances, current charges, payments, adjustments, late fees, and ending balances from April to September If MsA [redacted] would like to discuss this matter further, or if I may be of further assistance with this matter she can reach me by calling the Executive & Regulatory Services department toll-free at 1-855-848- I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst Attachment September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX2267, Bernette A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsBernette A***We appreciate you bringing our customers’ concerns to our attention According to the information provided, MsA [redacted] stated that she recently canceled a line of service on her accountMsA [redacted] stated that since she canceled that line, her monthly charges have increasedMsA [redacted] requested a breakdown of her monthly charges We attempted to contact MsA [redacted] at her phone line ending in on September 14, 19, and 25, Regrettably, we have been unsuccessful in our contact attemptsHowever, we reviewed MsA***’s account records and found that her account is consistently past dueIn accordance with MsA***’s request, we have attached a chart detailing her carryover balances, current charges, payments, adjustments, late fees, and ending balances from April to September If MsA [redacted] would like to discuss this matter further, or if I may be of further assistance with this matter she can reach me by calling the Executive & Regulatory Services department toll-free at 1-855-848-I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst Attachment Invoice Date Carry-over Balance Current Charges plus Tax Less Payments Account Adjustments [redacted] Late Fee Ending Balance April $$$$ May $$($389.72) $ June $$$$ July $$($374.07) $$ August $$($199.58) (cents) $$ September $$($70.67) $$ *See Adjustment Chart for Details Adjustment Chart Adjustment Amount Date Added Adjustment Type $Just 25, Device Purchase Charge COS-L- (cents) August 2, Lease Adjustment Invoice Date Phone Monthly Charges April 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection cents International Long Distance $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges May 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges June 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges July 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-($Total Equipment Protection) $Spending Limit Program Charge $Taxes and Surcharges August 347-664-$Unlimited Freedom ($Prorated Family Unlimited Talk, Text, Data) $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges September 347-664-$Unlimited Freedom $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges Invoice Date Carry-over Balance Current Charges plus Tax Less Payments Account Adjustments [redacted] Late Fee Ending Balance April $$$$May $$($389.72) $June $$$$July $$($374.07) $$August $$($199.58) (cents) $$September $$($70.67) $$*See Adjustment Chart for Details Adjustment Chart Adjustment Amount Date Added Adjustment Type $Just 25, Device Purchase Charge COS-L- (cents) August 2, Lease Adjustment Invoice Date Phone Monthly Charges April 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection cents International Long Distance $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges May 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges June 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges July 347-664-$Family Unlimited Talk, Text, Data $Total Equipment Protection $Equipment Lease COS-L- 347-344-($Total Equipment Protection) $Spending Limit Program Charge $Taxes and Surcharges August 347-664-$Unlimited Freedom ($Prorated Family Unlimited Talk, Text, Data) $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges September 347-664-$Unlimited Freedom $Total Equipment Protection $Equipment Lease COS-L- $Spending Limit Program Charge $Taxes and Surcharges

Tell us why hereFebruary 15, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [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 his inquiry, Mr [redacted] advised that he canceled his Sprint services due to unresolved service issues, leading to our assessing three Early Termination Fees (ETFs) totaling $to his account He further advised that we have subsequently referred his account to a collections agency Mr [redacted] requested that we remove this matter from collections and credit the ETFs We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred related to his line of Sprint services on March 14, 2012, prior to fulfilling his the two-year term agreements he accepted in exchange for our providing equipment to him at reduced, subsidized pricing As such, we assessed ETFs totaling $to his account, pursuant to the terms of those agreements, plus monthly service charges, taxes, and applicable surcharges totaling $ Although we are unable to identify any error on the part of Sprint that would warrant the account credit he requested, our records further reflect that Mr [redacted] remitted a $payment to the outside collections agency assigned to this matter on January 30, 2017, and that, at that time, his Sprint account was settled As outlined in the terms of that settlement, we agreed to not pursue collection of the remaining balance of $unless Mr [redacted] elects to obtain services with us once again During our conversation with Mr [redacted] on February 14, 2017, we provided the information below We also advised him that, while the matter has been settled, we are unable to remove the negative reporting because the collections activity and remaining balance are valid Mr [redacted] stated that he did not settle with the collections agency but that he also has no plans of activating service with Sprint again As such, he acknowledged the information provided and had no further concerns for us We regret any inconvenience this issue may have caused Mr [redacted] , as well as the loss of his business If we can be further assistance with this concern, Mr [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

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 [redacted] submitted on May 1, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr**’s concern According to the information provided, Mr [redacted] expressed his dissatisfaction with the billing name on his account being incorrect In addition, Mr [redacted] stated that he encountered an unfavorable customer service experience while attempting to address and resolve his account concern Mr [redacted] requested that Sprint correct the name associated with his Sprint account Sprint has reviewed Mr**’s complaint Our records indicate that Mr**’s billing name was changed on April 17, 2017, at a local Sprint Retail Store location To update a billing name or correct a spelling on a Sprint account a customer must follow instructions and make changes via our website, www.sprint.com/billingnamechange, or visit a local Sprint Retail Store location with proper identification to complete this process We spoke with Mr [redacted] on M [redacted] 2, 2017, and rel**ed the above information to him We informed Mr [redacted] to complete the billing name change on his Sprint account, he would need to visit our website, www.sprint.com/billingnamechange or a local Sprint Retail Store location with proper identification Mr [redacted] agreed to visit a local Sprint Retail Store location to complete his request Furthermore, Mr [redacted] contacted us on May 2, 2017, to advise that he visited a local Sprint Retail Store location and was assisted with completing the billing name change Lastly, we explained to Mr [redacted] that we appreciated him taking the time to provide details of his experience with our Customer Care group 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 will be forwarded to the appropriate managerial staff for further review This experience is not indicative of the level of service we expect from our employees Mr [redacted] expressed his satisfaction with the resolution provided to him We regret any inconvenience Mr [redacted] m [redacted] have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Sprint Account xxxx4018, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she has been billed monthly service charges after she cancelled her services for a phone line that was reinstated without her authorizationAs a result, she requested to cancel her account and to have the charges removed During our conversation with Ms [redacted] on August 3, 2017, we explained that our records do not reflect that a request was received to cancel phone number ending in on her account Our records reflect that her services were suspended for non-payment on April 16, Our records further reflect that in May 2017, a payment was received to satisfy the past due balance owed on her account, and her account was reinstated at that time Ms [redacted] was billed for services from May billing, one month in advance and a $reconnection fee as stated in our Terms and Conditions of Services Although we sustain that the charges are valid, in an effort to bring about an amicable resolution to this matter, we cancelled phone number ending in effective immediately Additionally, we provided credits totaling $to offset the charges on her June and July billing statements As a result, the account is closed and reflects a zero balanceMs [redacted] confirmed that her issue is resolved We regret the circumstances that led to Ms [redacted] ’s decision to cancel her services If I can be of further assistance with this matter, Ms [redacted] can contact me the calling the Executive & Regulatory Services department toll-free at 1-855-848-extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

Tell us why here...July 25, 2017Kansas City Revdex.com Ward ParkwayKansas 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 attentionIn her inquiry, Ms [redacted] described her unfavorable customer experience during the activation of her Sprint services, advising that she voiced her desire to have services with no contractual obligation but that she has recently learned that her equipment is associated with a lease agreementShe requested that we allow her to terminate her Sprint services with no additional billing.We regret any misunderstanding that may have occurred related to the terms of Ms [redacted] ’s Sprint account or equipment financingOur records reflect that she accepted an 18-month equipment lease agreement when she activated her Sprint services on January 5, A copy of the transaction, including the terms of her accepted device lease, was provided to Ms [redacted] at the time of the activation transaction, and we confirmed that she signed the corresponding lease agreement at that timeWe spoke with Ms [redacted] on July 24, 2017, and explained the information outlined aboveWe also informed her that we are unable to identify any error on the part of Sprint related to the referenced equipment activation transactionWe then explained to Ms [redacted] that she has the option of paying off her device lease amount of $Ms [redacted] indicated her understanding of the information providedShe also understands that, once her device is paid off in full, she can cancel her Sprint services at any time with no further chargesMs [redacted] indicated her satisfaction with our resolution.We appreciate Ms [redacted] taking time to provide details of her experience with customer careWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review.We regret any inconvenience this may have caused Ms [redacted] , as well as the possible loss of her businessIf we can be of further assistance with these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time.Sincerely, Leland [redacted] *.Executive Services Analyst

September 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 inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he did not receive his prepaid cards for the cancellation fees that he incurred after he ported his telephone numbers to SprintHe expressed dissatisfaction that he received an invoice from his previous wireless provider, which reflected an outstanding balance for the cancellation fees that he incurredHe requested that we return the devices that he turned in to us or process prepaid cards for those fees We regret any misunderstanding that may have occurred regarding Mr***’s Sprint billing and any delay in resolving the referenced matterHowever, due to the nature of Mr***’s complaint, we would need to speak with him directlyWe attempted to contact Mr [redacted] via e-mail on several occasions to address his concernsUnfortunately, our attempts to contact him on September 15, 27, and 28, 2017, were unsuccessfulWe also sent a letter to Mr [redacted] at his mailing address of record acknowledging our receipt of his inquiry and our need to speak with him directly in order to obtain his account security information and additional details that will aid in our review We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to haveIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

September 7, 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: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that that he recently upgraded his device, and was advised by the store representative that he would receive a $account credit which would offset the cost of accessories that were purchased on an installment agreementMr [redacted] advised that the credit is not reflected on his invoice As a result, he is requesting a resolution to this issue 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 We communicated with Mr [redacted] via e-mail, his preferred method of communication on September 5, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted an account credit of $to offset the cost of the installment billing agreement for the accessories He stated that he considers the issue resolved to his satisfaction We appreciate Ms [redacted] for taking the time to provide us with the details of his experience with our Retail Store and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and have forwarded his concerns to our appropriate managerial staff for review We regret any inconvenience this matter may have caused Mr [redacted] If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

April 12, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] [redacted] submitted on March 29, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his equipment return billing concernsMr [redacted] stated that prior to cancelling his account; he visited a Sprint Retail Store location and was advised that he would not incur cancellation feesMr [redacted] further stated that the Sprint Retail Store location advised him that he could return the equipment at their locationHowever, upon cancelling his account, Mr [redacted] stated that his account was assessed cancellation feesTherefore, Mr [redacted] requested that Sprint review these matters, and apply an adjustment to his account to offset the Lease Device Purchase Price and Lease Cancellation Fee charges Sprint has reviewed Mr [redacted] ’s complaintOur records reflect that on December 9, 2016, Mr [redacted] cancelled four leased devices associated with phone numbers ending in ***, ***, [redacted] and ***Please be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Since Mr [redacted] cancelled phone numbers ending in ***, ***, [redacted] and [redacted] prior to fulfilling their respective Lease Agreements, our records reflect that on December 6, 2016, Mr [redacted] ’s account was assessed Lease Device Purchase Price Amount charges totaling $and the remaining Lease cancellation charges totaling $383.14, as reflected on his January billing statementOur records further indicate on March 10, 2017, Mr [redacted] visited a Sprint Retail Store location and returned his four, iPhone devices We spoke with Mr [redacted] on April 11, 2017, and we relayed the aforementioned information to himAdditionally, we advised him to allow 1-billing cycles for Sprint to fully process his equipment returnsAlso, Sprint has halted all additional collections efforts during the processing of his equipment returnsMr [redacted] has expressed his satisfaction regarding the resolution of his account concerns We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Mr [redacted] ’s feedback We regret any inconvenience we may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst

May 26, 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, Mr [redacted] expressed his dissatisfaction with the delay in the cancellation of his Sprint Lease, citing that he returned the leased equipment before completing his account activation He also advised that, as a result of his Sprint Lease remaining active without an active line of service, his account was assessed equipment charges that should have been credited Mr [redacted] requested that we credit the incorrect billing from his account and remove any negative information related to this matter that may be reflected on his credit report We regret any possible misunderstanding that may have occurred regarding the terms of Sprint’s Early Termination Fee Buyout promotion; which resulted in Mr***’ request to cancel his Sprint account Our records reflect that Mr [redacted] returned the leased device to one of our retail locations on March 3, 2015, which is within Sprint’s day Satisfaction Guarantee; however, the Sprint Lease inadvertently remained activeDuring our conversation with Mr [redacted] on May 24, 2016, we provided credits totaling $to his account to offset the final equipment lease charges included on his November invoice We then assured Mr [redacted] that his Sprint account is closed and reflects a final $balanceIn addition, we have contacted the third-party collections agency assigned to this matter and requested that further collection efforts on his account be discontinued Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue Mr [redacted] should please allow up to days for completion of this processWe are pleased that we were able to resolve Mr***’ reported concerns to his satisfaction If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

June 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] - [redacted] expressed her dissatisfaction with the misinformation she received in April regarding the monthly Installment Agreement executed in November for telephone number ending *** Ms [redacted] - [redacted] stated that she was advised in April that the monthly Installment Agreement for telephone number ending [redacted] was not assessing the monthly equipment installment charge and as a result, she would not be responsible for the remaining equipment charges Ms [redacted] - [redacted] further stated that her Sprint account began receiving the monthly equipment installment charges in August Ms [redacted] - [redacted] requested Sprint to cancel the Retail Installment Agreement for telephone number [redacted] and refund all associated chargesWe appreciate Ms [redacted] - [redacted] taking time to provide details of her experience with our Customer Care and Retail representatives 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 processesDuring our conversation between Ms [redacted] - [redacted] and Sprint’s Customer Care representative on June 7, 2016, we reviewed her request We regret any inconvenience the misinformation provided to her in April may have caused; however, we sustain that the Retail Installment Agreement [redacted] is valid Although we sustain that the equipment charges are valid, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we have cancelled the above-mentioned Installment Agreement and applied credits totaling $to offset the remaining equipment balanceDuring our follow up conversation with Ms [redacted] - [redacted] on June 6, 2016, we confirmed the above information As a result, Ms [redacted] - [redacted] confirmed that her issues have been addressed and resolved to her satisfaction at this timeWe regret any inconvenience these issues may have caused Ms [redacted] - [redacted] but trust that we have addressed her reported concerns to her satisfaction If we can be of further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday to Friday, a.mto p.m., Central TimeSincerely, Lori K.Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as the above I am satisfied Regards, [redacted]

August 10, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on July 21, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expresses his dissatisfaction with unauthorized access to his accountAccording to Mr [redacted] , a new line of service was purchased and activated on his account Mr [redacted] requested that Sprint investigate this matter and take the appropriate action Sprint is committed to protecting the privacy of our customers and complying with all laws that apply to the collection, access, use, and disclosure of personal information In accordance with that commitment, we take measures to verify that individuals 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 Sprint has reviewed Mr [redacted] ’s complaint Based on our investigation with our Fraud Management group, we determined that our internal process for authenticating the account was not followed As such, on July 17, 2017, our Fraud Management group cancelled the fraudulent line of service and applied the appropriate adjustments to his account to negate the fraudulent chargesWe spoke with Mr [redacted] on August 10, 2017, and relayed the aforementioned informationDuring our discussion, Mr [redacted] confirmed his understanding with the information as it was relayed to him We regret any inconvenience Mr [redacted] may have experiencedIf I may be of further assistance, Mr [redacted] may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William S William SExecutive & Regulatory Services

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] - [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing Ms [redacted] - [redacted] ’ concern to our attention, as well as the opportunity to address her account concerns According to the information provided in the complaint, Ms [redacted] - [redacted] states that she only received $in buyback credits for two smartphones she relinquished to Sprint; however, she believes that she is owed a total of $in account credits per a promotion that was available with the purchase of the Galaxy SEdge for two lines of service As a result, Ms [redacted] - [redacted] is requesting that credits totaling $be applied to her account or that the associated Early Termination Fees for her new Galaxy SEdge devices be waived During our discussions with Ms [redacted] - [redacted] , we advised her that in accordance with the Terms and Conditions of the Galaxy SEdge promotion, it is necessary that the Galaxy SEdge device be purchased via lease or installment billing agreement, or at full retail price in order to receive a $buyback credit per eligible smartphone relinquished to Sprint We identified two discrepancies with promotion requirement compliance that resulted in a minimal buyback credit amount being honored versus the promotional offer of $per line Ms [redacted] - [redacted] recently upgraded to the Galaxy SEdge device for two lines of service at [redacted] at a heavily discounted rate with a two-year service agreement versus lease, installment billing or at full retail cost, which automatically disqualified those lines of service from participation in the $buyback promotion Additionally, the promotion also required use and registration of the associated promotion code by June 14, Ms [redacted] - [redacted] did register two smartphones for the $buyback promotion on June and 3, respectively; however, the devices we received included different Electronic Serial Numbers (ESNs) than those registered by the promotional end dateAlthough she did not meet the promotional eligibility requirements, we agreed to apply additional buyback credits totaling $330, which represent the difference between the $buyback credit previously applied/received and the $total credit that she was expecting, in light of any possible misunderstanding that may have occurred regarding the offer These credits can be viewed immediately via her online account at [redacted] or via the Sprint Zone application on her deviceMs [redacted] - [redacted] confirmed that her concerns have been resolved to her satisfaction Sprint strives to resolve all concerns that are brought to our attention in both a timely and fair manner, and we hope that the aforementioned action taken to address Ms [redacted] - [redacted] ’ concerns is a reflection of our commitment to excellence Customer feedback is invaluable and serves as the basis for continual re-evaluation and improvement of our processes and training curriculum, so we very much appreciate her taking the time to share the details of her personal experience We regret any inconvenience that Ms [redacted] - [redacted] may have experienced as a result of this matter and appreciate her business If she has additional questions or needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

December 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attentionWe are pleased to inform you that we researched Ms***’s concerns and reached an amicable resolution We spoke with Ms [redacted] on December 29, 2015, and explained that as outlined in our Terms and Conditions of Service, monthly service charges are billed one month in advanceHowever, the call detail listed on her September 10, 2015, invoice represents the calls that were made from August 7, to September 6, 2015, and these dates are reflected on the top of each page of Ms***’s invoiceThe billing dates of September 7, 2015, to October 6, 2015, that are reflected on her invoice indicate the billing period for which her monthly service fee is being charged Our records indicate that her account was cancelled on November 14, 2015, per a port out requestSprint advertises and provides services in monthly incrementsIf services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planThis information is provided in our Terms and Conditions of ServicesAlthough Sprint made no error regarding this matter, in an effort to bring closure to this matter and eliminate a source of customer dissatisfaction, we applied credits totaling $to pro-rate the final monthly service chargesMs [redacted] expressed her satisfaction with this resolution We appreciate Ms [redacted] providing us with the details of her experiencesWe are seeking ways to improve the quality of service provided to our customers and we apologize for the manner in which her concerns have been handledWe assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured”Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customerMs***’s comments have been referred to the appropriate management team for review to implement changes where necessary If we can be of further assistance, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Sean J Executive Services Analyst

March 18, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms [redacted] : We appreciate your assistance in bringing our customers’ concerns to our attentionWe attempted to contact Ms [redacted] on March 16, and 18, 2015, to address her account concerns; unfortunately, we were unable to reach her In order to fully resolve this matter, we will need to speak with her We regret any inconvenience that this matter may have caused If we can be of further assistance with this matter, please contact the Executive & Regulatory Services Department at ###-###-#### or me directly at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] * [redacted] Executive Services Analyst

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] [redacted] Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Mr [redacted] regarding our [redacted] product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he remitted a service payment for two months of services, and immediately after he remitted his service payment a portion of the features on his device ceased to function Upon contacting our Customer Care department he was advised that his plan did not include the [redacted] Hotspot feature, and he would have to pay for an Ato include the features he previously had As such, he requested additional assistance with this matter We initially spoke with Mr [redacted] on May 9, 2017, and he explained that after remitting his service payment for two months, his data allotment increased; however, the [redacted] Hotspot feature was disabled We were able to change his service plan to a service plan that includes the [redacted] Hotspot feature, and 3.5GB of [redacted] data We received a follow up call on May 9, 2017, and Mr [redacted] stated that his issue has been resolved; however, he requested an additional follow up the next day to confirm resolution We attempted to reach Mr [redacted] on May and 11, 2017; however, we were unable to establish contact Mr [redacted] has our direct line in the event his issue reoccurs, and he can contact our office directly On behalf of Sprint, I apologize for any inconvenience Mr [redacted] has experienced related to this matter If there are any additional questions regarding this issue, we encourage Mr [redacted] to contact our office by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 10:a.mto 6:p.mCentral Time Sincerely, Christopher HExecutive Services Analyst

July 26, 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 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 her billed charges She requested a break down of these charges and a credit for the disputed charges We spoke with Ms [redacted] on June 26, 2017, and advised her that she has been remitting partial payments towards her billed charges, dating back to September This has impacted her account balance Although we were unable to identify any Sprint error with the billed charges, in an effort to mutually resolve her billing concerns, we offered a one-time credit of $to offset her past due balance Ms [redacted] accepted and the credit was applied to her account and is reflected on her July 13, 2017, invoice We regret any inconvenience that this matter may have caused If we can be of further assistance related to this concern, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Tuesday through Saturday between 1:a.mand 9:p.m., Central Time Sincerely, Devin [redacted] Executive Analyst