Sprint Corporation

January 13, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint account holder, Mr [redacted] ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service received from repre***atives of one of our third-party retail locations during her attempts to upgrade a device associated with Mr***’ Sprint account, citing that her $down payment was not properly applied toward the cost of her leased device and that she was given incorrect information about her lease agreementShe requested that we provide a refund for the cost of the device and compensate her for the hardship that matter caused We appreciate Ms***’ taking time to provide details of her experience with our third-party retail repre***ativesPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms***’ device billingDuring our December 28, 2015, conversation with her, Ms [redacted] indicated that her refund issue was addressed and resolved at the retail location but that she wanted to provide feedback to us since the location sells our products on our behalf We appreciate Mrand Ms***’ continued businessIf we can be of further assistance regarding this matter, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

October 7, 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] stated that she contacted our Customer Care department and spoke with several representatives prior to her taking advantage of a promotional offer to receive a free phone when activating a new line of service She expressed her dissatisfaction with our Customer Care representatives advising her that her monthly invoice amount would increase by $60; however, she has paid $or more each month since adding the third line of service in March She also disputes the lease agreements associated with her mobile device purchases As a result, she is requesting that we review her invoices from September in an effort to resolve these matters We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives, and regret that the level of service she received was not indicative of the world-class service we strive to provide 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 their input to improve our training and processes We contacted Ms [redacted] regarding her reported concerns on September 15, Although Ms [redacted] was working, she agreed to review her monthly invoices with us, but advised that she was having issues with viewing her invoices online because she was not able to access her Sprint account from our website, www.sprint.com Therefore, she agreed to contact our office for assistance with contacting our Technical Support department to resolve that issue at a later time We followed up with Ms [redacted] on September 19, 21, and 23, Ms [redacted] contacted us on September 23, 2016, advising that it was difficult for her to resolve her concerns with our office due to her work schedule mirroring our hours of operation Therefore, we agreed to have an Executive Analyst contact her after standard working hours On September 29, 2016, we reviewed Ms***’s invoices from July to current We were unable to identify any Sprint-related billing errors, and confirmed directly with Ms [redacted] that we are billing her correctly according to her accepted rate plan and device purchase options Ms [redacted] confirmed her understanding that she accepted our device lease agreement options for her device purchases and that she is receiving a monthly credit to offset the monthly device lease charge for the line of service activated in March She also receives a monthly Upgrade Lease Credit totaling $to offset the monthly lease amount for the upgrades completed on August 8, Ms [redacted] understands that the charges reflected on her invoices are accurate; however, she explained that she is unable to bring the account current at this time Because of Ms***’s prior tenure with us, and to bring closure to this matter, we applied credits totaling $to her Sprint account to assist her with bringing her account current This leaves a credit balance of $ The noted credits cover the payment Ms [redacted] was scheduled to remit on September 25, 2016, and will cover the total billed charges for her October bill cycle Ms [redacted] indicated her satisfaction with the resolution provided Sprint also considers this matter closed Consequently, no additional credit will be issued regarding this matter We are pleased that we were able to completely resolve Ms***’s reported concerns, and we appreciate her continued business If Ms [redacted] requires additional assistance with these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] **Executive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicates she canceled in February but we continued to bill her She contacted customer service to resolve the matter and was advised her account was not canceled As a result, she is disputing the account balance and requesting that we review the matter We reviewed Ms [redacted] ’s account and confirmed she contacted us on February 11, 2017, to inquire about cancelling her service She contacted us again on March 5, 2017, and indicated she would be porting to another service provider In addition, she requested her account personal identification number as part of the porting process If a customer is porting out a phone number, we do not cancel the line as it needs to be active for a port to process A port out was attempted on March 5, 2017, but the request failed and the line remained active Ms [redacted] continued to be assessed for the service plan, Total Equipment Protection and her device lease fee even though there was no usage Ms [redacted] ’s account was canceled on June 19, To resolve the matter, we issued a credit of $on June 28, 2017, to offset the monthly service charges incurred on the account and reflected on the June 5, 2017, invoice The subsequent invoice for July 5, 2017, reflects a charge of $for the leased device, which we adjusted on July At this time, the account reflects a zero balance and is canceled Ms [redacted] will receive a final bill in August reflecting the credits applied and a zero balance If Ms [redacted] has further concerns about the above issue, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

May 17, 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 [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his inability to receive the $Loyalty Service Credit, which was offered to him upon upgrading a device on his accountHowever, Mr [redacted] was informed that his Loyalty Service Credit would not be applied to his accountAs a result, Mr [redacted] requested that review this matter and apply the $Loyalty Service Credit to his account accordingly 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 As stated in our prior Lease Promotion Loyalty Credit, customer must have a device with an active lease agreement on a qualified legacy plan on a month Lease agreement Sprint has reviewed Mr [redacted] ’ complaint According to our records, on April 27, 2017, Mr [redacted] upgraded the device associated with phone line ending in [redacted] by purchasing an HTC device 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 purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Based on the terms of the $Loyalty Service Credit, qualifying customers who upgrade their devices via Sprint’s Leasing program are eligible to receive the $Loyalty Service Credit, which would be awarded to the account within two billing cycles Regrettably, Mr [redacted] was ineligible to receive the referenced credit since he participated in Sprint’s Monthly Installment Billing program We spoke with Mr [redacted] on May 11, 2017, and relayed the aforementioned information In an effort to amicably resolve Mr [redacted] ’ account concerns, Sprint has agreed to apply a $monthly credit for the next month on his account In addition, Sprint applied a $adjustment to offset a portion of the monthly recurring charges This adjustment will appear on the June billing statement Mr [redacted] accepted the offer and is satisfied with the resolution provided to him We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] has any additional concerns related to this issue, he 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., Eastern Time Sincerely, Romualdo F Executive Services Analyst

..August 26, Consumer Specialist 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: This is in response to the letter received by our organization on August 4, regarding Ms [redacted] We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms [redacted] ’s filing expressed her dissatisfaction with the Lease Agreement associated with phone line ending in ***Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on July 2, 2015, phone line ending in [redacted] was upgraded via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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 deviceFor further information regarding Sprint Leasing please visit [redacted] Upon the completion of the device upgrade, an equipment swap was performed between phone lines ending in [redacted] and ***As a result, the leased device was activated on phone line ending in ***Furthermore, on September 22, 2015, a change of ownership was completed for phone line ending in ***As such, this phone line was transferred to a new Sprint accountHowever, due to an inadvertent error, the Lease Agreement associated with phone line ending in [redacted] was not transferred to phone line ending in [redacted] prior to the completion of the change of ownership We spoke with Ms [redacted] on August 24, 2016, and we offered Ms [redacted] the option of returning the device associated with phone line ending [redacted] to our Returns warehouseUpon the confirmation of the device return, we will cancel the Lease agreement and adjust the future Lease cancellation chargesFurthermore, we agreed reset the handset eligibility on phone line ending in ***, which would allow the authorized user to purchase a new device via Sprint Lease or Monthly Installment optionsMs [redacted] accepted our offerPlease note that Ms [redacted] is aware that this offer is valid for days from the date of this responseWe apologize for any inconvenience this may have caused Ms [redacted] If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, [redacted] S Executive Services Analyst

Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint accountWe appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Ms [redacted] is dissatisfied with the level of customer service she received after reporting that she accidentally processed a duplicate payment on her Sprint accountShe also expressed her dissatisfaction with the service interruptions and fees assessed due to the delay in the resolution of this matter We are pleased to advise you that we spoke with Ms [redacted] on July 29, 2015, and confirmed that her duplicate payment concerns were already resolved; however, she stated she was still disputing not receiving credits for all for the fees that were assessed to her account over the course of resolving this issueWe advised her that we appreciate her providing the details of her customer service experience and we regret any inconvenience that this matter may have causedWe are continually striving to improve the quality of service we provide and we will use her input to improve our services Upon our review, we confirmed that adjustments totaling $have already been applied to her account in resolution of her duplicate payment issueAs full resolution of her concerns, we complied with her request to remove the remaining disputed charges of $to offset the late fee and dishonored payment fee reflected on her July invoiceMs [redacted] stated she is satisfied with this resolution If you or Ms [redacted] should have any questions regarding these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### or directly at ###-###-####I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara C Executive Services Analyst

December 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] *** submitted on November 30, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with charges reflected on his September 10, billing statement, after he has established services with SprintMr [redacted] specifically cited his dissatisfaction with Lease cancellation charges reflected on his September 10, billing statement, when he claims to have paid off the Lease Agreements associated with phone numbers ending in [redacted] and [redacted] in August, Mr [redacted] requested that Sprint review this matter, and provide him with a refund Sprint has reviewed Mr***’s complaintOur records reflect that Mr [redacted] contacted our Customer Care group on August 17, with regards to his Lease Agreement associated with phone number ending in ***; additionally, he contacted Sprint Customer Care on August 25, 2016, regarding the Lease Agreement associated with his phone number ending in ***In response to his concerns, Sprint confirmed that Mr [redacted] remitted a payment of $on August 17, 2016, with the intent to pay off his Lease Agreement associated with phone number ending in [redacted] prior to the fulfillment dateFurthermore, Mr [redacted] remitted a payment of $on August 25, 2016, with the intent to pay off his Lease Agreement associated with phone number ending in [redacted] prior the fulfillment dateHowever, Mr***’s September 10, 2016, billing statement reflects charges assessed for the above referenced Lease Agreement’s cancellation charges totaling $as reflected on his September billing statement We spoke with Mr [redacted] on December 5, 2016, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised Mr [redacted] that after completing our review of his account, and in order to provide an amicable resolution and closure for this matter Sprint has applied an adjustment of to his account to offset the charges reflected on his September 10, billing statementMr [redacted] expressed his gratitude and confirmed that he was satisfied with the resolution provided We apologize for any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on December 12, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she cancelled her account within Sprint’s 30-day Satisfaction Guarantee return period due to the incorrect device being ordered Ms [redacted] stated that she remitted a payment of $to establish service with Sprint, and she has requested a refund In addition, Ms [redacted] received a collections call to collect on a debt associated with her Sprint account Therefore, Ms [redacted] has requested that Sprint review this matter, provide her with a refund of $70.20, and remove any negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] on November 29, 2016, at which time we addressed her account concerns During that call, we informed her that Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee (SSG) return policyPlease note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returnsCustomers can utilize Sprint service without being liable for service and device chargesThe Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returnedFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers According to our records, on November 19, 2016, Ms [redacted] contacted our Telesales group in order to establish service with Sprint In addition, Mr [redacted] purchased two iPhone 6s devices via Sprint’s Monthly Installment program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet 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 For additional information and eligibility requirements customers can visit www.sprint.com/easypay We confirmed that Ms [redacted] was not able to activate service with Sprint Our records reflect that on December 1, 2016, Sprint received the iPhone 6s device at Sprint’s Returns warehouseFurthermore, on December 2, 2016, Sprint provided Ms [redacted] with a refund of $70.20, which was applied to her credit card on file We followwith Ms [redacted] on December 21, 2016, and relayed the aforementioned information and resolution to her In an effort to amicably resolve her concern, Sprint agreed to apply a one-time courtesy adjustment of $to her account to offset the remaining balance reflected on the account As of December 23, 2016, Ms [redacted] ’s account reflects a zero balance Ms [redacted] has expressed her satisfaction in Sprint’s effort to resolve her concern We appreciate Ms [redacted] taking the time to provide the details of her experience with our Customer Care group and regret any possible misunderstanding that may have transpired We are continually striving to improve the quality of service provided to our customers We apologize for any inconvenience this matter may have caused Ms [redacted] If I can be of further assistance, Ms [redacted] may contact me directly by calling our Executive and Regulatory Services Department toll-free at ###-###-####, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive Services Analyst

June 14, 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 supplemental inquiry filed by Ms [redacted] in response to our May 2, 2017, response to her original inquiry We appreciate your assistance in again bringing our customers’ concern to our attention According to the information received, Ms [redacted] rejected our response and stated due to not receiving an itemized copy of her final Sprint invoice and not being able to view the information online, the unpaid balance owed on her Sprint account has been reported on her credit report She stated that she recently submitted the information to her new wireless service provider for them to pay the final Sprint balance; however, she is requesting to have the negative reporting removed from her credit report During our follconversation with Ms [redacted] on June 9, 2017, we explained that as outlined in our Terms and Conditions of Services, payment is due in full as stated on our customers’ bill We realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance department can assist with payment arrangements, if available However, not all payment arrangement requests can be honored We advised Ms [redacted] that since no payment has been received for the balance reflected as owed on her account for the cancellation charges, plus applicable taxes and surcharges reflected on her December through April invoices, we sustain that the reporting is correct We advised Ms [redacted] that she can contact GC Services at ###-###-#### to discuss payment options We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding her experience with our Customer Care 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 the circumstances that led to her decision to cancel her services If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she returned a device to Sprint after being mailed a return kit, but was billed for the returned device due to the package being lost in transitShe is requesting a credit for the returned device After a review of Ms***’s account, we verified that there was an issue with the package in transit and that Ms [redacted] did attempt to return the device per the program requirementsBased on this, we have provided a one-time credit of $to Ms***’s account to offset the billed device chargeShe verified satisfaction with the resolutionWe regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] 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 TimeSincerely, John CExecutive Services Analyst

May 15, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] J [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] J [redacted] , submitted on April 10, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s complaint, she states that she never received a return kit for the leased iPhone 6s that was associated with line ending in ***Ms [redacted] is requesting that a return kit be sent out for the equipment and the End of Lease equipment cost be removed for the deviceWe spoke with Ms [redacted] on April 28, 2017, regarding her concernsAs requested, we mailed out a return kit for the iPhone 6s device that was associated with line ending in ***Once received in the warehouse, our office will waive the End of Lease equipment cost in the amount of $Ms [redacted] understood the information provided If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive 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:Hi ***This case has to do with issues concerning incorrect billing by sprint.I resolved the case with Beatrice from sprint, asked her to send me a final billOn the phone she gave me a figure of my final bill and when I received it via mail the figure was substantially higher to the tune of $To top it off sprint attempted to debit my checking account without my authorization, some nerve.My final service terminated approximately days into the monthI signed up with [redacted] on that day who will be responsible for the balance due on the phones.Please reopen my dispute with sprint as I am finding it hard to deal with them at this point as they continually lie to meThis was not the first time as you will see when reviewing the case Regards, [redacted]

March 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on March 22, 2016, regarding her account concernWe are confident her issue has been addressed and resolved In her inquiry, Ms [redacted] indicated her employer discount is not being applied to her billShe was advised she was notified via text message that she needed to revalidate her discount but states she did not receive the notificationsAs a result, she is requesting that this matter be reviewed In order to receive a Sprint Discount Program discount, upon activating new Sprint services, customers must provide proof of eligibility within days, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verify We confirmed Ms [redacted] did revalidate at the website and the discount program was added back to her account on March 17, Her discount is $per monthBecause of any possible misunderstanding regarding our discount validation process, and as a gesture of goodwill, we applied a credit of $to her account on March 22, 2016, to offset the past months that the discount was not reflected on her account We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann 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:Once again, my concerns have not been addressed My information was used without my permissionYes, I did receive in referrral credits which the Sprint representative told me I would get to help with the activation feesLater I found out my account was accessed and numbers were used for the refer a friend rebate I've spoken with the Sprint representative and he can't understand why I'm upset that my account was accessed because I received the creditIt's simple fraud that is my concern, pure and simpleBefore I could even sign up for the refer a friend program my numbers had already been used by someone identified as [redacted] I want answers! How has my numbers/account been used for the refer a friend, when I NEVER did it! I'm disgusted and disappointed that my accounts has been used for a refer a friend credit and Sprint has no idea was accessed my personal information or how bad my information was compromised I want my activation fees credited and lease termination fees waived Sprint failed to protect my information and has done nothing to resolve my complaintRegards, [redacted] Regards, [redacted]

[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: they called and harrassed me for final bills twice before this last offerI paid the first final bill then they called and asked for morethen I paid that and they asked for more a third timei paid it under protestI do not believe I should be paying over $per month for a line that has been unused for over a yearAll of a sudden when I cancel service I owe for an one line I haven't used for over a yearOver $per monthThen they called me after I paid the supposive half the amount of the 3rd final bill, A lady called me and asked me for more money, stated I still owed the other half Regards, [redacted] ***

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Ms [redacted] on October 12, 2016, regarding her concern We are confident her issues have been addressed and resolved Ms [redacted] indicated she has always subscribed to the Total Equipment Protection (TEP) program on both of her devices She also stated her service plan has been changed several times and that she believes she has been provided with inaccurate information She further states that this resulted in credits being applied to her account At this time, she indicates that she has a cracked screen on her device and attempted to make a TEP claim, but she was advised she does not subscribe to TEP on phone number ending *** As a result, Ms [redacted] is requesting we review the matter During our discussion with Ms [redacted] on October 12, 2016, she stated that she did not currently have a billing dispute As a result, we did not take any additional action regarding any possible billing concerns All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint’s Total Equipment Protection (TEP) program on her phone lines ending [redacted] and *** She added phone number ending [redacted] to her account on December 26, 2015, and our records do not reflect that Ms [redacted] opted for the TEP program In an effort to address any possible misunderstanding, we partnered with Asurion, the program administratorTo resolve this matter amicably, TEP was added to phone number ending ***, effective October 12, Ms [redacted] ’ account has also been billed $for the $monthly cost associated with the program Ms [redacted] is now eligible to file a claim If the problem with Ms [redacted] device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We regret any inconvenience Ms [redacted] may have experienced as a result of this matter and value her feedback If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

Sprint is in receipt of the above-mentioned complaint of Ms [redacted] This inquiry was received by Sprint on July 16, 2015, and we appreciate having the opportunity to respond According to the information provided, Ms [redacted] is disputing equipment installment charges assessed to her cancelled wireless account, citing that she was misinformed regarding the monthly charges associated with her equipment purchase when she upgraded her equipmentShe states that she has since returned the equipment and has been unsuccessful at resolving her wireless account concerns with our Customer Care Department We are pleased to inform you that Sprint contacted Ms [redacted] on August 7, 2015, to address her account concernsOur records reflect that on July 27, 2014, Ms [redacted] visited a Sprint retailer and agreed to installment payments toward the purchase of a new device through the Sprint Easy Pay programOn that day, Ms [redacted] agreed to a month installment payment of $toward the purchase of an iPhone device Ms [redacted] cancelled her line of service on November 5, 2014, and the account was assessed valid equipment installment charges totaling $Based on the information outlined above, we are unable to identify any error on the part of Sprint in this billing matterHowever, as a demonstration of our commitment to excellence, we applied a $credit to the account to offset the disputed chargeThe account is closed with a zero balance We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this concern, you or she can contact me directly at ###-###-#### or by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time Sincerely, Ayanna W [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 me Regards, [redacted] Pending return of phone and I pad, and all fees removed from my account

Tell us why here...May 26, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on May 8, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she contacted our Customer Care group to establish an account with Sprint during the Sprint’s Samsung Galaxy SBuy-One-Get-One (BOGO) promotionAt that time, she completed a credit check and was approved for three lines of servicesHowever, our Sales and Credit Agents were unable to activate her account due to system issuesMs [redacted] further stated that she was offered a return call from our Customer Care group to complete the activation of her accountHowever, Ms [redacted] did not receive a follcallTherefore, she attempted to contact our Customer Care group to complete the activation of her account, without successMs [redacted] requested that Sprint activate two Samsung Galaxy Sdevices during the Buy-One-Get-One-Free (BOGO) promotion with the Unlimited Freedom plan Sprint has reviewed Ms***’s complaintAccording to our records, we completed a credit check for Ms***Ms [redacted] was approved for three devices with no deposit required, with a $Account Spending Limit per line plus a monthly Account Spending Limit (ASL) Fee of $per monthHowever, a Sprint account was not established Please note for a limited time, a promotional offer was available from April through April 30, for for Samsung Galaxy Swith Sprint Lease AgreementCustomers that get one Samsung Galaxy Svia Sprint Leasing program, will get the second Samsung Galaxy SLease Agreement on Sprint with a monthly service credit We spoke with Ms [redacted] on May 25, 2017, to discuss her concern and relayed our findingsWe encourage Ms [redacted] to establish an account with Sprint; however, we are unable to honor the expired promotion for Samsung Galaxy SdeviceMs [redacted] acknowledged the information that was provided to her We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf Ms [redacted] has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

November 4, 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 her iPhone was brokenMs [redacted] attempted to have her device replaced through our Sprint Total Equipment Protection (TEP) which she subscribes too; however, she reports that she could not afford the $deductible for the replacement deviceMs [redacted] seeks assistance with cancelling her services, adjusting her bill for the service that she did not use and having the Early Termination Fee (ETF) waived on the line ending in *** We spoke with Ms [redacted] on November 3, We reviewed her account and found that there was no usage on the line in question for the past several weeksAs a courtesy we have adjusted her account by $for services that were not usedMs [redacted] inquired about cancelling her line and having the ETF waived on the accountIn an effort to amicably resolve Ms [redacted] ’s concern we waived the ETF of $for the line ending in ***We informed Ms [redacted] of the final total due on her account 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