Sprint Corporation

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed dissatisfaction with the performance of her recently-acquired Sprint device and with the replacement options provided to her at our retail locations She requested that we allow her to exchange her malfunctioning equipment for a new device of the same model We regret any difficulty Ms [redacted] may have experienced with her referenced equipment, as well as any possible misunderstanding that may have occurred related to her device replacement options In accordance with the equipment purchase guidelines, new handsets are covered under a one-year manufacturer’s warranty, and reconditioned handsets are covered for six months If the handset has been tested by one of our technicians and is determined to have a manufacturer’s defect, the handset will be exchanged for a refurbished handset of the same model, if available If the same model is not available, it will be replaced with one of comparable value Warranty replacement does not extend the warranty period For further clarification of this issue, please refer to the Sprint Terms and Conditions of Services You may view the most current version of this document by accessing our web site at www.sprint.com and following the links Our records reflect that Ms [redacted] activated her device on April 28, 2017, and that she subscribed to our TEP coverage However, we also confirmed that her initial report that her device was malfunctioning was brought to our attention within our 14-day Satisfaction Guarantee timeframe As a result, during our July 19, 2017, conversation with her, we offered to reset Ms [redacted] ’s equipment upgrade eligibility to allow her the opportunity to obtain the device of her choosing with a new lease or installment billing agreement We also agreed to terminate her existing device lease with no cancellation charges, contingent upon the return of her malfunctioning device to our warehouse, with no signs of neglect or abuse, within the next days Ms [redacted] accepted our offer, and we forwarded prepaid materials to her to facilitate the return of her equipment to us as agreed Ms [redacted] is aware that, upon our confirmation of our receipt and the condition of her returned device, we will end the corresponding lease agreement and apply credits of $and $to her account to offset the pending lease commitment balance and Device Purchase Option charges, respectively She also confirmed satisfaction with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences 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 customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 18, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction the charges assessed to her account upon the cancellation of her services with Sprint According to Ms***, she stated that she was informed by the Retail Store’s Management team that upon the return of her devices to Sprint’s Returns warehouse, she would not be responsible for any outstanding chargesTherefore, Ms [redacted] requested that Sprint review this matter, apply an adjustment to her account accordingly and cease all collections activity Sprint has reviewed Ms***’s complaint According to our records, Ms [redacted] established a Sprint account on August 3, 2016, with phone lines ending [redacted] and *** At that time, she activated two devices via Sprint’s Leasing programPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease In addition, on August 30, 2016, she purchased an Apple Watch Sport 42mm via Sprint’s Monthly Installment Billing programSprint 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 device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There 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 purchased If Ms [redacted] is on an Installment Agreement cancels service prior to completing their device payments, the remaining unpaid balance on the device will be due on customer's next invoice For additional information and eligibility requirements customers can visit www.sprint.com/easypay We regret any miscommunication that Ms [redacted] may have received at the local Sprint Retail Store location upon cancellation of her account Our records further indicate that Ms [redacted] ported-out phone line ending in [redacted] on December 20, 2016, and on December 23, 2016, phone line ending in [redacted] was cancelled, per her requestAs a result, her account was assessed Lease/Installment Billing accelerated cancellation charges, partial monthly recurring charges, late fees and taxes totaling $1,as reflected on the January billing statementFurthermore, we confirmed that our Returns warehouse received Ms***’s equipment on December 29, 2016, and on January 2, 2017, our Customer Care group applied adjustments totaling $to her account to offset the Lease Device Purchase Amount charges for phone lines ending [redacted] and ***, leaving her account closed with an outstanding balance due of $1,Subsequently, her account was forwarded to an outside collections agency on March 5, 2017, for additional collection efforts of the outstanding account balance We spoke with Ms [redacted] on May 8, 2017, and relayed the above information and resolution to herAdditionally, on May 9, 2017, we applied an adjustment of $to her account to offset the late fees reflected on the October 23, through December 23, billing statements, leaving Ms***’s account closed with a remaining balance due of $1, Furthermore, we confirmed that a member from our Retail Store’s Management contacted Ms [redacted] on May 9, 2017, and discussed her account concerns At that time, Ms [redacted] was advised that the Lease/Installment Billing accelerated cancellation charges are valid, and we waived the costs of the Lease Device Purchase Amount charges in relation to the return of her devices to our Returns warehouse Also, we are unable to substantiate Ms***’s claims that she was advised by the Sprint Retail Store’s Management team or Customer Care group that all of the charges would be adjusted upon the return of her devices Accordingly, Ms [redacted] was advised that she is liable for the remaining outstanding account balanceAs such, we urge Ms [redacted] to remit a payment for the outstanding account balance of $1,to prevent further collection effortsUpon receipt Ms***’s payment for her outstanding account balance, the outside collections agency will report this inquiry to the credit bureaus as paid in full We appreciate Ms [redacted] ta [redacted] the time to provide us with details of her concerns and experience with our Retail Store and Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes and will send this request to our managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] 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’ concerns to our attention In her inquiry, Ms [redacted] stated her attempts to resolve her service and data concerns resulted in unfavorable customer experiences Ms [redacted] requested that we fixed the problem with her service or allow her to cancel As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage We spoke with Ms [redacted] on July 20, 2017, regarding her service concernsWe regret that her experience with service in her local calling area is falling short of her expectationsWe informed Ms [redacted] that we constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers During our conversation with Ms [redacted] , we confirmed a known issue with one of the towers servicing her coverage area that we are working to resolve as soon as possible In an effort to mutually resolve this matter, we offered and Ms [redacted] accepted a $credit to her account, to offset a one-half of her monthly service charge for the last three months, due to any inconvenience this matter may have caused In addition, we agreed to honor accept the return of the leased Apple iPhone device to Sprint in good working condition and will waive the associated cancellation charges This offer is valid for the next days We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of any further assistance related to this matter or should she decide to proceed with the cancellation request, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

December 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Serkan S [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MrSerkan S*** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrS***’s contacting your agency once again In his rebuttal, MrS [redacted] reiterated his dispute of equipment charges assessed to his Sprint account We regret any remaining misunderstandings that exist related to MrS***’s Sprint billing However, as outlined in our November 7, 2017, response to his previous filing, our records reflect that MrS [redacted] established his services with Sprint on April 18, 2017, and that, at that time, he accepted 18-month equipment lease agreements for his four iPhone devices Unfortunately, however, an inadvertent keying error at the point of sale caused the requested monthly device promotion credits of $for three of his lines of service to not process to his account properly Our records further reflect that MrS [redacted] ported his four mobile numbers from Sprint to another carrier on October 9, Because MrS [redacted] took that action prior to the satisfaction of his four accepted equipment lease agreements, we assessed lease cancellation and Device Purchase Option charges totaling $2,to his account, pursuant to the terms of those agreements We initially spoke with MrS [redacted] on October 13, 2017, and explained the information outlined above We also informed him that we applied credits totaling $to his closed account to offset an amount equivalent to the missed promotional credits for his three lines for the five months his services were active with us and a $service reconnection fee, leaving an adjusted balance due of $2,for his above-referenced lease cancellation and Device Purchase Option charges, which are unrelated to his dispute Unfortunately, our attempts to follow up with MrS [redacted] via telephone and e-mail on November 28, 2017, and December 1, and 4, 2017, to discuss his remaining equipment billing concerns were unsuccessful We also sent a letter to him at his billing address of record acknowledging our receipt of his rebuttal and inviting him to contact us for further assistance To date, we have not received any response from him We regret that MrS [redacted] may not agree with our response to his inquiry We believe that we have fully addressed his reported concerns; however, if we can be of further assistance with this matter, or if MrS [redacted] would like to provide additional information for our consideration, he 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 4:p.m., Central Time Sincerely, Sean Jones Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Still pending adjustments Regards, [redacted]

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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, Ms [redacted] requested that we provide an explanation of his monthly charges and payments made to his Sprint account During our conversations with Mr [redacted] we explained his monthly invoice with any applicable discountsMr [redacted] stated that he was quoted that his billing would be approximately $before taxes, surcharges, and feesWe confirmed with Mr [redacted] that he selected our Everything Data price plan at $Mr [redacted] also has the Premium Data Add On at a monthly cost $10, and nights and weekends beginning at p.m., in addition he currently receives an employee discount as well as a $loyalty credit per monthMr [redacted] also elected to lease his device on December 18, at a monthly rate of $through October 5, More information regarding his lease, billing, and payments, can be viewed at [redacted] We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff Mr [redacted] indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his rate plan and device financing optionsDue to any misinformation that may have been provided to him, we offered to apply one-time credits to his account to offset the difference between the amount that he was quoted and the actual charges should he decide to remain a Sprint customerWe also agreed to allow Mr [redacted] to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possessionBoth offers are valid until September 4, If we may be of further assistance with these matters or if Mr [redacted] would like to accept our resolution offer, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

Dear Sir or Madam,I am writing in regards to a complaint I filed against Sprint (Complaint ID: [redacted] ), filed on July 2, Subsequent to filing the complaint with Revdex.com, I received a call and email from Sprint agreeing to resolve the matterI have now received a full credit from Sprint and would like to withdraw my complaint.Thank you for your assistance in resolving this matter, much appreciated.Best regards, [redacted]

August 1, 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 with bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the recent interruption of her Sprint services although she remitted payment to satisfy her past-due account balance She also described unfavorable customer experiences during her attempts to address that matter Ms [redacted] requested that we terminate her services We regret any misunderstanding that may have occurred related to Ms [redacted] ’s referenced service interruption Our records reflect that we suspended services to her Sprint account on June 9, 2017, due to non-payment of her past-due account balance Our records further reflect that we received her cash payment of $on June 2, 2017, and her check payment of the same amount on June 4, However, because we provided a $refund of one of those payments, at her request, on June 8, 2017, and subsequently received notification from Ms [redacted] ’s bank that the check payment was reversed, her account reflects a balance of $496.44, which is past-due During our discussion with Ms [redacted] on July 31, 2017, we explained the information outlined above We also explained that we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment toward past-due balances We then invited Ms [redacted] to remit a payment to satisfy her past-due account balance in order to have her Sprint services restored However Ms [redacted] declined and reiterated her service cancellation requestWe respectfully informed Ms., [redacted] that she is free to cancel her services at any time but that, if she elects to do so prior to the satisfaction of her existing device financing agreements, she would be responsible for any associated cancellation chargesMs [redacted] indicated her understanding of the information provided We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value such feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

Just let you know that I did get a E-mail from Cheryl [redacted] at sprint she left me this number ###-###-####I called it but the number it tells me the number doesn't work I send her a e-mail saying the number didn't workI didn't get a response E-mail address she said to me [redacted] I still haven't got this issue solved

June 19, 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 service and has a credit balance on his account for $He stated he requested a refund multiple times and was advised that it would be processed within five to seven days; however, he still has not received the refund As a result, he is requesting to have the refund processed immediately During our conversation with Mr [redacted] on June 16, 2017, we explained that our records reflect that when he contacted our Customer Care department, the refund request was inadvertently not processed As a result, we processed a refund in the amount of $on June 15, 2017, and the refund check was mailed to his address on file Mr [redacted] should receive the refund check within the next seven to ten business days We appreciate Mr [redacted] for taking the time to provide us with his feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused If Mr [redacted] still requires assistance with the matter, he 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, Jennifer F Jennifer FExecutive Services Analyst

May 22, 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-noted inquiry of [redacted] submitted on April 30, We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s follfiling, he expressed his dissatisfaction with our previous responseAccording to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concern Mr [redacted] believes that his monthly billing statements have exceeded the quoted amount that he was provided upon upgrading his price plan Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, on March 4, 2017, Mr [redacted] contacted our Customer Care group and expressed his interest with updating his price plan At that time, he selected our $Unlimited talk, text and data plan w/$Automatic Payment discount per line/per month upon enrollment in our Automatic Payment program for phone lines ending in ***, ***, ***, [redacted] and *** Furthermore, the above phone lines were enrolled in Sprint’s Total Equipment Protection (TEP) plan per lineFor a limited time, customers can receive the Unlimited Freedom Plan with the third through fifth lines for free upon enrollment in Sprint’s Automatic Payment program until January 31, Please note that Mr [redacted] ’s billing cycle runs from the 22nd through the 21st of every month As such, changes to services are usually effective at the start of the customer’s next billing cycle If the changes are effective in the middle of the billing cycle, the customer’s invoice will reflect pro-rated charges for the previous and current price plan Our records indicate, on March 6, 2017, Mr [redacted] upgraded phone lines ending in [redacted] and [redacted] by purchasing an iPhone and iPhone 6s devices via Sprint’s Monthly Installment Billing program Sprint’s 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 device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There 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 Based on our account review and our call review, Mrand Ms [redacted] authorized Sprint to update the account’s rate plan Therefore, we were unable to identify any billing errors Since our initial conversation with Mr [redacted] on May 10, 2017, we followwith him on May 18, 2017, and reiterated the aforementioned information In addition, we informed Mr [redacted] that Sprint has agreed to apply a one-time adjustment of $to offset a portion of the prorated charges on the account as a courtesy The adjustment will appear on the May invoice Mr [redacted] informed Sprint that he no longer wished to discuss his complaint While we regret that Mr [redacted] may disagree with our position, we are confident that his concerns were addressed to the best of our ability We regret any inconvenience this matter 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., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

November 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] reports that she was told that her balance was $when she called in to cancel her lineShe later received a bill for $96, she called in and was offered a credit of $20, but it was never appliedMsMoorhead has canceled her Sprint service and requests that she receive the $credit that was promised We spoke with Ms [redacted] on October 31, We reviewed her account and confirmed that Ms [redacted] has received the $credit that she was promisedHer account balance is $Ms [redacted] confirmed that these actions have resolved her inquiry We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance with this matter, Ms [redacted] can reach me by calling Sprint’s Executive and 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 Tell us why here

[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 request to disclose over the phone my full name, address and full Social Security number violates my privacy, violates Social Security Administration recommendations and expose me and my family to identity fraud.Many Sprint customers does not have SS number (Green Card holders, J-visa workers, international students etc.) As far as I know, Sprint can request $deposit, in case SS number is not provided However, I was denied service without any other options rather to provide full SS number I spoke with the Sprint manager and asked about pay up front option, but got negative answer It looks like double standard approach discriminating customers who following Social Security Administration recommendations Regards, [redacted]

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’ inquiry, she acknowledged a previous account she had with us that was closed with an outstanding balance due but advised that she settled that debt with the collections agency assigned to that matterHowever, Ms [redacted] recently became aware that, despite that settlement our records include the unpaid outstanding balance due for the account and require payment of that amount before she can establish new services with us Ms [redacted] requested that we credit that remaining account balance and allow her to establish new Sprint services We regret the circumstances that led to Ms [redacted] ’ need to terminate her previous services with us without satisfying her account balance due in full, as well as any misunderstanding that may have occurred regarding the status of her closed Sprint account after her noted collections agency settlement on February 25, Although Ms [redacted] satisfied a portion of the outstanding balance due reflected on her closed Sprint account with the collections agency in order to prevent further collection activity, the remaining balance of $remains due in our records and must be satisfied in order for us to allow her to activate new services with us During our June 14, 2017, conversation with Ms [redacted] , we explained the information outlined above We also informed Ms [redacted] that, if she satisfies that balance due and opts to pursue new service activation, she will need to have a new credit evaluation performed and may be subject to additional deposit(s) Ms [redacted] indicated her understanding of that information We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] advised that she was unable to upgrade her leased device, and found that her lease was for months rather than the months that she expected She expressed dissatisfaction with the original lease, our online ordering system, and the level of customer service that she received while attempting to resolve her concerns As a result, she requested credits totaling $to her account to offset an activation fee, shipping charge, and a portion of her service charges We regret any misunderstanding that arose from Ms***’ original lease transaction and subsequent attempts to upgrade her device In addition, we value Ms [redacted] as our 17-year customer To resolve her concerns, we confirmed that she had upgraded her device, applied courtesy credits totaling $to her account as requested, and sent a package containing prepaid shipping materials to Ms [redacted] for the return of the original lease device With the timely return of the device in good condition, Sprint will apply additional credits, totaling $188.31, to her account to offset the matching Purchase Price Option charge assessed with the original lease cancellation The described credits and charge will reflect on her May 27, 2017, invoice During our May and 11, conversations with Ms***, we discussed the previous information Although she acknowledged our resolution, she advised that she will not be satisfied and will not make an additional payment to the account until she has had an opportunity to confirm the resolution on her next invoice We appreciate Ms***’ position, and invite her to contact us directly with any questions about her next invoice In addition, we will apply a final credit to the account to offset any late payment fee assessed on her next invoice We appreciate Ms***’ taking the time to provide us with the details of her customer service experience while addressing her device upgrade concerns We are continually seeking ways to improve the quality of service provided to our customers Our representatives are required to attend extensive training classes before they are released to assist our customers Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service Mr***’s feedback is valued, and has been forwarded to the appropriate management staff empowered to investigate further, and make changes in this area We look forward to fulfilling Ms***’ expectations of excellence in customer serviceShe 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 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: 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 Based on the information provided, Ms [redacted] states that she paid off her lease agreement on February 11, 2017; however, the payment was applied to her account charges, and not the lease, and she was not able to unlock her phone She further advises that our representatives were unable to move the payment to her lease agreement and referred her to back to her financial institution to request a refund, and remit the payment again And last, Ms [redacted] advises that our representatives advised her that she had a zero balance for her monthly charges; therefore, she is disputing a $credit card payment that was processed three months later, and is requesting a refund Our records reflect that Ms [redacted] ported her number on February 13, 2017, which canceled her lease agreement, and as a result, her account was assessed charges totaling $for the lease cancellation charge, device purchase price, and applicable taxes Ms [redacted] remitted a $payment on February 11, 2017, leaving a $balance for the monthly charges reflected on the February 9, 2017, invoice Effective September 30, 2016, Sprint will begin notifying customers that they have a past due balance on their account that needs to be taken care of, and if left unpaid, Sprint may charge their outstanding balance on a previously used card on their account Letters will be sent to customers to advise on the past due balance, and that they have days to pay the balance prior to the card being charged Customers that obtained a recent device, signed a new agreement that allows Sprint to charge any card that has been used on their account previously This information can be reviewed in their agreement on www.sprint.com Ms [redacted] purchased a new Apple iPhone Plus on November 11, 2016, and accepted these new terms She voluntarily canceled her line when she ported her number, and had a final balance of $ Because she did not remit payment for this balance, we billed this amount to her card on May 4, As a result of our aforementioned findings, we must respectfully decline her request to refund this payment We regret any inconvenience that this matter may have caused Ms [redacted] If she needs further assistance with this matter, she can contact our office by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Tuesday through Saturday from p.mto p.m., Central Time Sincerely, Jennifer DExecutive Services Analyst /ah/

[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: As I have explained in previous communication including my original complaint as well as supporting document, I was treated unfairly, provided misleading information that I relied upon in order to decide to switch from my prior carrier, was given conflicting and information by numerous Sprint representatives from Customer Service to the Stores to the chat roomFurther, I was lied to numerous times being promised something and it not being followed through on (e.gsomething as simple as a promise to call me to a bigger promise that I would be reimbursement large sums of money)Sprint also failed to respond to my latest rebuttal pertaining to my question "why would I request a business account?" and Why didn't the store follow protocol for that process? It seems like they conveniently ignored that one.? Regards, [redacted]

Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:my phone was stolen which is why I had to wait to let you guys knowif It was missing , I reported soonerI get told I half to pay the dollars because I cant trade the phoneI have been told a couple of different thingswe pay up to years except the second phone for hubby that I used during the dayI cant call customer service because its outsourcing mostlyAfter last week nightmare on the phone, I don't trust outsourcingI feel that iam not Important to Sprintwe are thinking of going somewhere else because we don't like how I am treatedwhat the point of upgrades if we don't get a good dealwhat the point of leasing or monthly? we like the year thingthe other not so muchI would like to stay but thinking of my choicesI should not be punish for my phone stolen, not just missingwe did years and that don't count? it don't make any senseupgrade should be rewarded not a punishmentthe deductible is but told its how anyone going to affordI want to be appreciatedI have been with you guys since years.TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I want to be appreciatedi like help with replacing or upgrading because the phone stolen not missingwe want to be reward w upgrade not punishHelp us please because we will look aroundwe did years on phones and tabletshelp us please

[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: First, the two lines are the part of the one agreement where one line ( [redacted] ) was upgraded last yearI was told by sales person who upgraded that line last year that I will receive the same promotion this year for other two lines because they a part of the main lineSecond, It is not my responsibility to read Sprint's website to check for the changesIt is Sprint responsibility to notify their customers of any changesMow, I don't want to have any service with the SprintAnd because Sprint breached the contract I do not want to pay any termination fee Regards, Irina S [redacted]

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxx [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 paid his outstanding balance owed after he was told that we would recall the debt and remove it from his credit reportingHe requested that we honor the agreement to delete the debt from his credit report We regret any confusion that may have occurred related to Mr [redacted] ’s Sprint billing and outstanding debt Our records reflect that Mr [redacted] ’s Sprint account was canceled on October 27, 2016, as a result of non-payment and reflected a balance due of $ The balance went unpaid and incurred additional late fees until December 13, 2016, when the balance was written off for $ Respectfully, we are unable to determine that the disputed charges incurred were the result of any error on the part of Sprint and did not warrant us recalling the reported debt However, due to any possible miscommunication that may have occurred regarding Mr [redacted] ’s July payment of $to satisfy the balance in full, an exception was made We have contacted the third-party collections agency, and requested that further collection efforts on this 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 allow up to days for completion of this process If we can be of further assistance related to this matter, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst