Sprint Corporation

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

[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: We where told to sit tight until this issue was resolved Check your recordings as to see that the representative told us someone would be in contact with us That never happened We also asked if we should make payment and the representative also told us to wait until this matter be resolved We never received any form of a notification We have been customers with sprint since 2001, I know we are just a number to there corporation; so loyalty does not matter I guess Regards, [redacted]

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was misinformed on her service plan and device pricing She stated that she is paying higher than the amount she was quoted at the point of sale As a result, she is requesting that her rate plan be at a lower cost aligned with the original quote she received and for the device purchased to be on the promotion offered at the point of sale We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes After completing a review of Ms***’s Sprint account for equipment charges and services utilized, we verified the plans are set as requested to meet the offer made at the point of saleAdditionally, she purchased a device under promotional pricing that, per the program details, require up to bill cycles to become effectiveMs [redacted] verified satisfaction with this We regret any inconvenience that these matters may have caused Ms*** If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] 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]

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of 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 the staff at a [redacted] third-party retail location provided him with inaccurate information regarding his current plan having unlimited talk, text, and data services with access to the Mobile Hotspot feature Mr [redacted] further stated that his Mobile Hotspot feature was interrupted for the month and he received a message that his data speeds would be reduced even though our representatives assured him that his service plan is not subject to data caps or throttling Therefore, Mr [redacted] requested a refund in the amount of $to offset the service plan charges for his initial payment Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any possible inconvenience Mr [redacted] may have experienced at the third party retail store and appreciate his feedback regarding this issue The plan description for the Unlimited Talk, Text, and Data plan can be located on our website, www.boostmobile.com The description for the plan outlines that the plan includes 8GB of data and that data deprioritization may be applied during congestion During our May 2, 2017, conversation with Mr***, we informed him that our [redacted] Terms and Conditions outlines that when equipment is purchased from one of our third-party retailers, said equipment is bound to the return/exchange policy at the point-of-purchase As such, we offered to forward the details of his experience at the third-party location to the appropriate managerial staff empowered to make changes in this area We further offered to reset Mr***’s service plan in order for his Mobile Hot Spot service and his data services to be restarted while this matter is investigated by the management team of the retail location Unfortunately, Mr [redacted] declined our offer to reset his plan because he stated that he is going to establish new service with a different provider In addition, Mr [redacted] stated that he provided the address of the third-party store to the Revdex.com and that he would request to have that information forwarded to our office As such, we will forward the details of his experience at the third-party location to the appropriate managerial staff of said location once the address has been provided to our office On behalf of Sprint, I apologize for any inconvenience this matter may have caused If we can be of further assistance with this matter, Mr [redacted] may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra OExecutive Services Analyst

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:I originally filed a complaint (# [redacted] ) It took a while but they finally contend and gave me a creditMy bill was $I paid thatI got the Sprint app and the next month I received a bill for $I paid itIt was lower than the original $235, but since they told me that this was going to be the price before they upped it to $235, I thought they were billing me a little lessSo I paid the billI go to pay my bill, and they’re now telling me I owe $296.28! They apparently made a mistake on the last bill and just figured that I should now pay for their mistakeI called customer service and as usual I get a woman who’s from another country reading from a scriptShe put me on hold without even telling me that she was going to and after a while, she hung up on meI called back and immediately asked for a supervisorOf course this woman (also non-American) kept telling me she would help me, and aggravated me to deathThe supposed supervisor was busy but this rep told me that they would not do anything to change the billI’m sick of the corrupt practices of this company Regards, Jodi M***

When I spoke with Latoya, she had said her records did not go back to January when I had called staying I was not continuing my service She had said that my contract was for equipment only and they continued to be me because my son didn't port or his number as he opted to get a new number with the new providerI had told her again that I called several times and said that I was not continuing service with SprintI ended the conversation because she kept changing what the policies are that they billed meI had a contact and I fulfilled that contactI should not have had to call to cancel something that was already endingBut I had to state several times to the reps I spoke with that I was not continuing service just to be able to find out how to return my equipmentThis business is extremely fraudulent in their billing practices Complaint: [redacted] I am rejecting this response because: Regards, Stacey R***

July 21, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to her complaint, Ms [redacted] is disputing the remaining balance on her Sprint account and is requesting that Sprint remove any negative information reported Sprint has reviewed Ms [redacted] ’s account We are unable to identify any billing errors on Ms [redacted] ’s account Our records reflect that the remaining account balance consists of valid usage charges and Early Termination Fees We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her via phone and e-mail on July 14, and 20, 2017, to no avail Unfortunately, we have not received a return call from Ms [redacted] If Ms [redacted] would like to further discuss this matter, we urge her to contact the undersigned at her earliest convenience Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

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

[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 meProblems have been resolved Regards, [redacted]

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/

November 15, 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 complaint of [redacted] submitted on October 26, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her billing concernsMs [redacted] further expressed her dissatisfaction with the guidelines associated with Sprint’s Total Equipment Protection (TEP) planMs [redacted] stated that Sprint owes them a refund for the cost of a replacement device, which she claims to have returned to the insurance program administrator, AsurionMs [redacted] requested that Sprint review this matter, and provide her with a refund of the disputed charges Sprint has reviewed Ms [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribed to Sprint Total Equipment Protection (TEP) on her phone number ending in ***Therefore, if the problem with Ms [redacted] ’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his/her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep After further review of our records, Ms [redacted] filed a claim with our program administration, Asurion, on May 12, As a result, Ms [redacted] ’s account was billed a $non-refundable deductible on May 12, 2016; however, she returned the insured phone to Asurion on May 24, Asurion contacted Sprint on July 13, to review Ms [redacted] ’s previously submitted claim filed on phone number ending in [redacted] and issued a one-time courtesy adjustment of $to her account on May 12, 2016, to offset the$non-refundable deductible We spoke with Ms [redacted] on November 1, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that the $was paid as the result of Ms [redacted] resolving her account service charges as reflected on the May 18, billing statementSubsequently, we confirmed that the device was returned to Asurion on May 24, 2016, and an adjustment of $on July 13, left a remaining credit balance of $as reflected on her July 18, billing statementIn order to provide an amicable resolution and closure to this matter, Sprint agreed to approve and process a refund check of $200, which was mailed to her address on fileWe ask that Ms [redacted] allows up to 7-days to receive the refund check from date of approval of October 28, Ms [redacted] confirmed she is satisfied with our resolution and that she has no further concerns We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize this input to improve our training and processes If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] H Executive Services Analyst

[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: there is still no change in my service I cannot even update or post a status to Facebook because my dad is so throttled at this point I thought we had reached a conclusion to this matter with compensation for lost data I know ask for that offer to be doubled because of lost business and accounts at this point Regards, [redacted]

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

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing Ms [redacted] ’s concern to our attention We apologize for any inconvenience that may have occurred as a result of this matter In her inquiry, MsAfflck is disputing the balance reflected on her cancelled account She indicates that she cancelled her service within the day Satisfaction Guarantee timeframe offered during the holidays and returned the phones on her accountAs a result, she is requesting a breakdown of the charges owed on her account She also expressed her dissatisfaction in regard to the level of customer service she received when she attempted to resolve the matter During our discussion with Ms [redacted] , we confirmed with her that she returned the five phones on her account to the applicable third party store within the day Satisfaction Guarantee time frame We also confirmed that our Customer Care representative applied the applicable credits to offset the cancellation charges for the five account lines of service The remaining balance on the account is valid for a service charge, activation fees, late fees and related taxes and surcharges However, in an effort to reach an amicable resolution regarding the remaining balance, we applied $in account credits to offset the disputed charges As a result, the account has now been updated to reflect a zero balance We also advised Ms [redacted] that we recalled her account from the outside collections agency and requested that all negative credit reporting be removed Please allow up to days for this process to complete She indicated that the actions taken resolved her concern We appreciate Ms [redacted] for taking the time to provide us with the 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 her feedback If Ms [redacted] wishes to receive further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing Ms [redacted] ’s concern to our attention We apologize for any inconvenience that may have occurred as a result of this matter In her inquiry, MsAfflck is disputing the balance reflected on her cancelled account She indicates that she cancelled her service within the day Satisfaction Guarantee timeframe offered during the holidays and returned the phones on her accountAs a result, she is requesting a breakdown of the charges owed on her account She also expressed her dissatisfaction in regard to the level of customer service she received when she attempted to resolve the matter During our discussion with Ms [redacted] , we confirmed with her that she returned the five phones on her account to the applicable third party store within the day Satisfaction Guarantee time frame We also confirmed that our Customer Care representative applied the applicable credits to offset the cancellation charges for the five account lines of service The remaining balance on the account is valid for a service charge, activation fees, late fees and related taxes and surcharges However, in an effort to reach an amicable resolution regarding the remaining balance, we applied $in account credits to offset the disputed charges As a result, the account has now been updated to reflect a zero balance We also advised Ms [redacted] that we recalled her account from the outside collections agency and requested that all negative credit reporting be removed Please allow up to days for this process to complete She indicated that the actions taken resolved her concern We appreciate Ms [redacted] for taking the time to provide us with the 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 her feedback If Ms [redacted] wishes to receive further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

February 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Sprint Account: XXXXX [redacted] Revdex.com File # [redacted] Sprint Case # [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of [redacted] ***We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our ***ention Ms***’s filing expresses her dissatisfaction with Sprint not removing her personal email address from her mother’s account when she ported-out her phone number to another provider Sprint has reviewed Ms***’s complaint and confirmed Ms [redacted] ported-out her phone number ending in [redacted] to another provider on October 5, To resolve this matter, our Executive Analyst contacted [redacted] ***, the Sprint account holder, on January 25, 2016, verified the account’s security PIN, and updated the account’s Preferred Method of Communication by removing [redacted] ***’s email address and adding [redacted] ***’s email addressMs [redacted] stated the issue is resolved We are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewWe apologize for any inconvenience Ms [redacted] may have experienced If we can be of further assistance with this issue, Ms [redacted] can contact the undersigned by calling our Executive & Regulatory Services department toll-free at ###-###-#### Ext***, Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima W Hakima W Executive Analyst

November 18, Revdex.com of Greater Kansas City 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 We appreciate your assistance in bringing Mr [redacted] ’ concerns to our attention According to the information provided, Mr [redacted] stated that his billing issue was resolved However, he stated that his data access issue on his device remains unresolved 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 scienceThere 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 We dispatched our network engineers to Mr [redacted] coverage service area, and determined that he is located in good coverage 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 After investigation our network engineers confirmed that our network is performing within parameters We contacted Mr [redacted] November 16, 2016, and provided him the information above He responded that he has terminated his service with Sprint However, I informed him that his two subscriptions are still in active status in our database We maintain that Mr [redacted] is in good coverage area; therefore, all charges on the account remain validWe regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at ###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Associate Analyst Tell us why here

April 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] , and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Mr [redacted] states that he canceled his service and went to another carrier due to unresolved billing issues He also advises that he received an invoice for $435.15, for which he is requesting a refund We attempted to reach Mr [redacted] via email and telephone on March 28, 2017, and April and 10, We also mailed a letter to the address on file on April 11, 2017, requesting that he contact us regarding this inquiry Unfortunately, we have not received a response Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify or authenticate that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and a security question and that the PIN or security question 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 After an initial review of her account, we determined that MrCabellero paid the device purchase price of the phones after satisfying his lease agreementsWe did not identify any billing errors but would like the opportunity to discuss this matter in detail with him We regret any inconvenience that this matter may have caused Mr [redacted] If he needs further assistance with this matter, he can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , an authorized account user on Ms [redacted] ***’s Sprint accountWe appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service that she received while attempting to resolve her billing issueShe advised that she and her nephew visited their local retail store to upgrade her nephew’s deviceShe further indicated that the store representative advised that them that they could add three devices to the account and pay the same amount monthlyMs [redacted] also indicated that she asked about the prorated charges and the sales representative advised her that the prorated charges would not exceed $100, and he would credit the chargesAdditionally, she indicated that although Ms***’s account was credited two $credits, she did not receive the three devicesAs a result, Ms [redacted] requested that we credit $for the devices charges, credit the activation fees, and change her service plan back to her previous service plan We appreciate Ms [redacted] ’s taking the time to provide us with details of her experience with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes As requested, we changed MsKelley’s service plan to her previous service plan Shared Everything Data effective January 1, We also applied a total credit of $to the account to offset the charges associated with the three devices of service (xxx) xxx- ***, (xxx) xxx – ***, and (xxx) xxx- [redacted] and canceled the three lines of service effective December 22, Further, on January 5, 2016, we credited a total of $to offset four activation feesDuring our conversation with Ms [redacted] on January 4, 2016, we advised her that will monitor her account to make sure that the account is being billed correctly We are pleased that we were able to resolve this matter to Ms [redacted] ’s satisfactionIf we can be of further assistance regarding this issue, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Minnie S Executive Services Analyst