Sprint Corporation

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on May 14, 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 attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered when she attempted to upgrade her deviceMs [redacted] stated that she attempted to exchange her device from an iPhone SE device for an iPhone 6s Plus device within our 14-day Satisfaction Guarantee period; however, she was required to pay an additional $to exchange her deviceMs [redacted] requested that Sprint review this matter and allow her to exchange her device at no further cost In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on May 12, 2016, Ms [redacted] established service with Sprint with two lines of service associated with phone lines ending in and 5168, purchased two iPhone SE devices without cost in exchange for a two-year Service Agreement per line and selected the Data Shared planOur records show Ms [redacted] contacted Sprint on several occasions in May and attempted to exchange her iPhone SE device for an iPhone 6s Plus device associated with phone line ending in within our 14-day Satisfaction Guarantee periodHowever, Ms [redacted] was informed that she was required to pay the price difference between the two devices, which is $ We spoke with Ms [redacted] on May 24, 2016, and discussed her concerns in detailTo provide closure for this matter, as a one-time courtesy, we agreed to apply a one-time adjustment of $to offset the Activation Fee as reflected on the May invoiceMs [redacted] confirmed she was satisfied with our resolutionWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

Tell us why here...June 6, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 23, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with unauthorized activity associated with his Sprint accountMr [redacted] stated that phone lines ending in [redacted] and [redacted] were added to his account without his authorizationIn addition, Mr [redacted] stated that he contacted our Customer Care group for assistance; however, this matter remains unresolved, as well as his inability to receive full disclosure of his account detailsAs a result, Mr [redacted] requested that Sprint review these matters, cancel the aforementioned phone lines, adjust the disputed charges and process a refund to him accordingly Sprint has reviewed Mr***’s complaintWe initially spoke with Mr [redacted] on February 2, 2017, to address the fraudulent activity associated with his accountDuring that conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly Please note, we engaged our Fraud Management group to further investigate Mr***’s account concerns in February As a result of our Fraud Management groups’ investigation, fraudulent activity was confirmed on Mr***’s account on November 20, As a result, phone lines ending in [redacted] and [redacted] were cancelled and a total adjustment of $was applied to his account to negate the fraudulent chargesThis credit is reflected on the December billing statement To provide closure for this matter, we agreed to apply a $credit to his account on February 23, 2017, to offset a portion of the monthly recurring charges as indicated on the February billing statementThis credit is reflected on the March billing statementAlthough Mr***’s account concerns were satisfactorily resolved, between the time periods of February through April 2017, Mr [redacted] remained in contact with our Executive Offices and on several occasions he has requested that we provide with him pertinent account informationRegrettably, we denied Mr***’s requestAs a result, he requested to further escalate his account concerns to Sprint’s Executive Services Management teamAccordingly, a member of our Executive Services Management team contacted Mr [redacted] on February 28, 2017, and again on April 24, 2017, to further discuss his account concernsDuring those conversations, we reiterated the aforementioned information to himAlthough Mr [redacted] may disagree with our findings, we are confident that his concerns have been fully addressed and resolved to the best of our ability We regret any inconvenience this matter may have caused Mr***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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

April 20, 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 inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she spoke to a representative via chat to upgraded her device and change her plan She also inquired about loyalty credits for her account She states that she was informed via the chat that a $Loyalty Service credit could be applied to her account Ms [redacted] later received a text that stated the Loyalty Service credits are being removed due to an ineligible service planShe states that she contacted chat as well as Customer Care to help resolve the issue; however, it remains unresolved Ms [redacted] is requesting that we honor the original agreement and apply a $Loyalty Service credit to her account monthly We spoke with Ms [redacted] on April 11, 2017, and reviewed her account We explained that qualification for the $Loyalty Service credit requires her device to be on a Lease AgreementMs [redacted] device is being purchased with an Installment Billing Agreement therefore is not eligible for the $Loyalty Service credit promotionWe reviewed the chat transcript and find that Ms [redacted] was promised the $Loyalty service credit even though her device purchase method does not qualifyIn and effort to resolve the concern we have applied a $service credit to her account and a $service credit that will be applied each month for the next monthsMs [redacted] confirms that these actions have resolved her concerns We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

Executive & Regulatory Services P.OBox Irving, TX June 24, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , filed on behalf of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that he received misleading information when he accepted our promotional offer to reimburse his Early Termination Fees assessed by his previous service provider when he switched his service to Sprint He also stated that he received a $in-store credit for turning in his phones from his previous provider, but unaware that he could have used the store credit to purchase accessories He requested to be reimbursed for each applicable line of service switched to Sprint We regret any inconvenience Mr [redacted] may have experienced while attempting to resolved this matter During our June 24, 2016, conversation with Mr [redacted] , he confirmed that he received reimbursement totaling $via American Express reward cards As we explained to him, the promotional offer is for phone devices and does not include tablets Unfortunately, Mr [redacted] received an in-store credit for turning in his devices from his previous service provider after he had purchased his accessories However, to bring closure to Mr [redacted] ’ reported concern, we applied a courtesy $to his account offset a portion of his service charges Mr [redacted] accepted our offer as resolution to his inquiry filed with the Revdex.com If we can be of further assistance regarding this matter, you can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst

I did NOT agree that I owe a total of over $ I did agree to send back sprint phones that were attached to the account when it was closed I was informed that after Sprint receives these phones they will remove a total of $worth of ETF charges I was informed that there were $in charges for phone service that was provided I am still unaware how the total of the ETF $and $in standard service totals over $when it only adds up to $ I think that Jason and I can get to the bottom of any remaining discrepancies after they receive the returned phones Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

April 26, Revdex.com Serving Greater Kansas City 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 inquiry of [redacted] submitted on April 18, We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] ’s follfiling expressed her dissatisfaction with her attempts to address her sales related concerns Ms [redacted] stated that upon visiting a Sprint Retail Store, she stated that she was coerced into purchasing a new device in an attempt to resolve a previous error Ms [redacted] further stated that upon enrolling her lines of service in Sprint’s Framily plan, she was unaware that she enrolled in Sprint’s Leasing program Additionally, Ms [redacted] stated that upon purchasing her equipment, she paid full price for the devices Also, Ms [redacted] stated that Sprint promised to send her Visa Gift Cards based on her equipment purchase; however, she has not received the Visa Gift Cards As such, Ms [redacted] requested that Sprint review these matters, and process her Visa Gift Cards to her accordingly Sprint has reviewed Ms [redacted] ’s complaint As stated in our initial response, our records reflect that as per Ms [redacted] ’s signed Service and Lease Agreements, on August 4, 2015, she portphone number ending in [redacted] and activated an iPhone 6s device via Sprint’s Lease program Please be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Also, our records reflect that she enrolled phone number ending in [redacted] in Sprint’s Framily plan Our records further reflect that on November 3, 2015, Ms [redacted] activated a new line of service associated with phone number ending in [redacted] and activated an iPhone 6s device via Sprint’s Lease program Also, on August 12, 2016, she portand activated an iPhone 6s device associated with phone number ending in [redacted] via Sprint’s Leasing program Please be advised that the aforementioned lines of service were enrolled in Sprint’s Framily plan Furthermore, our records reflect that on December 8, 2016, Ms [redacted] upgraded and purchased an iPhone Plus device associated with phone number ending in [redacted] via Sprint’s Leasing program As such, our Contract Buyout program does not apply to the aforementioned sales related transaction We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records reflect that in August 2015, phone number ending in [redacted] was not registered in our Contract Buyout program Additionally, our records reflect that on October 28, 2016, Sprint processed and mailed an American Express Reward Card to the billing address on file, totaling $183, associated with phone number ending in *** Please be advised that Sprint is unable to process an American Express Reward Card associated with the upgrade of phone number ending in ***, since the equipment purchase does not qualify for our Contract Buyout program We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s equipment upgrade purchase and activation on December 8, associated with phone number ending in ***Additionally, please be advised that Ms [redacted] ’s signed Service and Lease Agreements do not reflect a promise or agreement for a Reward Card Based on a review of the aforementioned information, we were unable to confirm any sales related billing errors We communicated with Ms [redacted] via telephone and email on April 11, and of 2017, and relayed the aforementioned information to her In an effort to further resolve her account concerns, we offered Ms [redacted] two options; 1) in an effort to retain her business, we have offered to apply a one time adjustment totaling $300, to offset a portion of her January through March billing statements or 2) she may cancel her three lines of services, by April 28, 2017, and utilize other competitor’s promotional offers Also, she was encouraged to submit any additional supporting documentation that she may have that further supports her complaint to the undersigned by April 28, Ms [redacted] is aware that the aforementioned offer is valid until April 28, Ms [redacted] has confirmed her understanding of the information that was relayed to herAlthough Ms [redacted] may disagree with our position, we are confident that this matter has been fully addressed and resolved to the best of our ability Upon receipt of Ms [redacted] ’s follfiling, we attempted to speak with her on April and of However, she was unavailable to further discuss this matterShould Ms [redacted] require further assistance with this matter, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s account concerns Please be assured that we take every inquiry seriously and that we appreciate Ms [redacted] ’s feedback Sprint regrets any inconvenience Ms [redacted] may have experienced while attempting to resolve this issue If I can be of further assistance with this matter, please contact the Executive & Regulatory Services Department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

October 13, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx***, [redacted] , Jr Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced subsequent inquiry of Ms [redacted] filed on behalf of Sprint account holder Mr [redacted] , Jr We appreciate your assistance in bringing our customers’ response to our attention and regret the circumstances that led Ms [redacted] to contact your office once more In her rebuttal, Ms [redacted] expressed concerns with the level of customer service provided by us during her attempts to address issues with Mr [redacted] ’s Sprint account, citing that we required her to present two forms of identification in addition to the Power of Attorney already presented to allow her access to his account She further advised that Mr [redacted] ’s mobile device has completely stopped working since she submitted her initial inquiry to your office We appreciate Ms [redacted] ’s taking time to provide details of her experience with our office staff, and we regret that the level of service she received was not indicative of the world-class service we strive to provide Please be assured that we value customer feedback and will utilize this input to improve our training and processesWe also regret any miscommunication that may have transpired during our previous telephone discussions with Ms [redacted] regarding her obtaining Power of Attorney access to Mr [redacted] ’s Sprint account We attempted to contact Ms [redacted] via telephone and e-mail on October 7, 2016, to clarify our response and address any remaining concerns Ms [redacted] responded to us via e-mail on October 10, 2016, to advise that she is no longer interested in obtaining the referenced account access and that Mr [redacted] ’s device issues have been resolved to his satisfactionWe attempted to follwith Ms [redacted] via telephone and e-mail on October and 12, 2016, to confirm directly her that the concerns she reported were resolved to her satisfaction as indicated in her e-mail correspondence dated October 10, She replied to that correspondence advising that Mr [redacted] ’s device issues have been resolved, but requested that we offset the monthly cost of the Total Equipment Protection (TEP) device insurance as final resolution to her concerns We offered to apply a credit to Mr [redacted] ’s Sprint account to offset the referenced charge for six months Ms [redacted] accepted our offer on behalf of Mr [redacted] , and we applied a credit totaling $to his Sprint account as agreed Ms [redacted] indicated that her concerns have been mutually resolved We regret any inconvenience these matters may have caused the [redacted] s, and we appreciate their continued business If we can be of further assistance with these concerns, Mror Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, [redacted] **.Executive Services Analyst

November 30, 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 are confident the issue in the complaint is resolved In the inquiry, Ms [redacted] indicated she believes she is being overcharged for products and services and is due credit for $3, She attempted to resolve the matter via our Business Customer Care department and she states our representatives confirmed she was due a credit, but the credit has not been applied to her account She also states that she did not receive an email or call back As a result, she is requesting we review the matter We reviewed Ms [redacted] ’s account and forwarded her complaint to our dedicated Business Customer Care department It was verified that Ms [redacted] was eligible for a $credit for each new line of service and one month free Because new lines of service were added in September 2016, a credit of $1,was applied to her account for the per line offer Additionally, a credit of $1,was applied for the free month of service on these lines The credit was applied on November 28, We appreciate Ms [redacted] for taking time to provide details her experience with customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and apologize that the credits were not applied sooner We regret any inconvenience Ms [redacted] may have experienced as a result of this matter 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

[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, Tonya ***

June 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: 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 her inquiry, Ms [redacted] stated she went to [redacted] to purchase a Sprint device that was on sale, and she was advised that her old plan was not compatible with her new deviceMs [redacted] further advised that she incurred prorated charges due to the plan change, and does not believe she should pay for itLastly, she advised that she is not receiving her discount through her employer As a result, Ms [redacted] is requesting the proration charges to be adjusted, and also her discount through her employer Our record reflect that Ms [redacted] purchased a device under 24-month installment billing on May 11, 2017, for line ###-###-####Her service plan was changed to our Unlimited Freedom plan for $for two lines, in the middle of her billing cycle, thus generating prorated chargesWe also confirmed that Ms [redacted] is getting her discount from her employer During our June 13, 2017, conversation with Ms [redacted] , the information was explained to her Ms [redacted] reiterated her dissatisfaction with her experience Due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we offered to adjust the prorated fees Accordingly, we applied a one-time credit of $to her account Ms [redacted] thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst June 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: 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 her inquiry, Ms [redacted] stated she went to [redacted] to purchase a Sprint device that was on sale, and she was advised that her old plan was not compatible with her new deviceMs [redacted] further advised that she incurred prorated charges due to the plan change, and does not believe she should pay for itLastly, she advised that she is not receiving her discount through her employer As a result, Ms [redacted] is requesting the proration charges to be adjusted, and also her discount through her employer Our record reflect that Ms [redacted] purchased a device under 24-month installment billing on May 11, 2017, for line ###-###-####Her service plan was changed to our Unlimited Freedom plan for $for two lines, in the middle of her billing cycle, thus generating prorated chargesWe also confirmed that Ms [redacted] is getting her discount from her employer During our June 13, 2017, conversation with Ms [redacted] , the information was explained to her Ms [redacted] reiterated her dissatisfaction with her experience Due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we offered to adjust the prorated fees Accordingly, we applied a one-time credit of $to her account Ms [redacted] thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Ms [redacted] ’s issue is resolvedIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In her rebuttal, Ms [redacted] acknowledged the actions outlined in our September 12, 2017, response to her initial filing but indicated her disagreement with the estimated pricing of $per month for her chosen rate planShe also requested that we remove the Total Equipment Protection (TEP) option from three of her lines of service We regret any remaining misunderstanding that may exist related to Ms***’s Sprint charges Although she was not available to speak with us by telephone during our attempts to contact her on September 21, 22, and 28, 2017, we communicated with Ms [redacted] via e-mail We again advised Ms [redacted] that, while we regret that the details of her rate plan pricing may not have been clearly communicated to her at the point of sale, the information outlined in our response to her was accurate We also assured her that we complied with her TEP removal requests for her lines of service ending in ***, ***, and ***, effective immediately and invited her to contact us directly to address any further questions she may have regarding her rate plan Ms [redacted] stated that she would contact us back at her earliest convenience We regret any inconvenience these matters may have caused Ms*** If we can be of further assistance with these concerns, Ms [redacted] can contact me by calling our Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com [redacted] , [redacted] Account XXXXX Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on March 23, We apologize for any inconvenience Mr [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with having a deposit in the sum of $applied to his account, after establishing service with SprintAs a result, Mr [redacted] requested that Sprint review this matter, and provide him with a waiver of the disputed deposit As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with usWe utilize the services of an outside vendor to conduct the credit verification processBased upon the outcome of the credit evaluation, the terms under which we will establish an account are determinedThe criteria used to determine the credit class assigned to a Sprint account is proprietary and confidentialAs a result, we are unable to disclose that information Due to any miscommunication that may have occurred, we have contacted our credit team and arranged for a waiver of the $depositMr [redacted] acknowledged our actions and confirmed that he is satisfied with our resolution If we can be of further assistance, Mr [redacted] can contact me directly by calling the Executive & Regulatory Services Department toll-free at [redacted] I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

June 2, 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, Ms [redacted] indicates that she is disputing the activation fee and restocking fee she paid because of misinformation she received by one of our retail store representatives when upgrading her phone Ms [redacted] states that our store representative advised her that she would pay less in fees if she upgraded via our corporate store She was also told that she was required to enroll in our Total Equipment Protection program or purchase a phone case to protect her new phone Consequently, she purchased a phone case She later discovered that both pieces of information were incorrect and decided to return her device and purchase another one at a third-party location She received a refund for the phone case she purchased and returned, but is still seeking a refund for her activation fee and restocking fee Ms [redacted] would also like Sprint to investigate a random text message she received about someone else’s account During our discussion with Ms [redacted] on May 31, 2016, we confirmed that she initially purchased her upgraded phone at a Sprint retail store and returned the phone within the day Satisfaction Guaranteed period We confirmed that all applicable actions were taken in regard to the return of the phoneWe also confirmed with her that she received a refund at the retail store for the phone case that she purchased and also returned Although the associated $activation fee and the $restocking fee assessed are valid fees, in order to reach an amicable resolution in this matter, we applied $in account credits to offset the fees Our credits include applicable taxes and surcharges As a gesture of goodwill, we also applied an additional $credit to offset the activation fee assessed for her subsequent phone purchase and activation at a third-party store We also discussed Ms [redacted] ’s text messaging concern We confirmed that the text message she received is not associated with her account The text message was a result of system error and has been corrected We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback which will be forwarded to the appropriate management for further review If Ms [redacted] needs 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

December 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] J*** Account XXXXX*** Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In his inquiry, Mr [redacted] stated he is dissatisfied that he did not receive full reimbursement for the charges he incurred with his previous provider as he was advised at the point of sale He also expressed his dissatisfaction with now being advised that the reimbursement requires the tuof the associated wireless device, which he is unable to do We are pleased to advise you that we spoke Mr [redacted] and resolved his concerns to his satisfaction In resolution of Mr [redacted] concerns, we applied credits totaling $to his account as a one-time courtesy due to any possible miscommunication of the Switch to Sprint promotion that he was eligible to receive Mr [redacted] confirmed that he is satisfied with this resolution We regret any inconvenience this matter may have caused and assured Mr [redacted] that his feedback will be used to improve our service If I may be of further assistance with this matter, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Clara C.Executive Services Analyst

April 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX5869, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention once more According to the information received, Ms [redacted] states she is not satisfied with our previous response Specifically, when she ported her line to her husbands, [redacted] ’s, Sprint account, she states that the retail representative did not indicate the requirement to traher former carrier’s device to receive a gift card from Sprint via the Contract Buy Out (CBO) promotion In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information As stated in our previous Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract Buyout Eligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included Customer is responsible for paying their previous provider We reviewed our records and are unable to confirm that Ms [redacted] registered for the promotion We contacted Ms [redacted] via telephone and e-mail on March 30, March 31, and April 5, 2018, regarding her ongoing concernAs of today’s date, we have not received a return call from Ms*** We look forward to speaking with her to address her concernsMs [redacted] should have her PIN and security information available when she contacts us We regret any inconvenience this matter may have caused If Ms [redacted] requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-844-282-8211, extension *** I am available Monday, Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M 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 meI am however not keeping my service with Sprint due to the many failed records they keep from my end Yes they called and offered this to me however I am still switching providers Sprint does not keep detailed records and I am still upset that I spoke to different people about the payment and they both agreedto the refund Verizon is going to be my new provider Regards, [redacted]

March 30, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced follow up complaint of Ms [redacted] submitted on March 20, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] follfiling expressed her dissatisfaction with the previous response provided regarding the delay in canceling her account Ms [redacted] further states that she requested to cancel the account in September and established service with another cellular carrier As a result, Ms [redacted] requested that Sprint review this matter and credit her account accordingly Our records do not indicate that we received a request to cancel this account in September Further research on the account shows that Mr [redacted] contacted our Customer Service Group on February 26, 2017, to request that the account be canceled as his mother no longer utilizes the service Our records indicate that the account was canceled on March 1, The account remains closed with an outstanding balance of $216.42, of which Ms [redacted] is responsible for We followed up with Mr [redacted] on March 30, 2017, and he was able to authenticate the account at that time Mr [redacted] indicated that he received a letter from Sprint indicating that the account was closed with a zero balance Mr [redacted] will email me the document for further review Upon receipt, we will follow up with Mr [redacted] accordingly We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance with this issue, Mror 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., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she was advised by a Customer Care representative that she would be able to transfer her current telephone number to a new account that was opened using her name so that she would be able to upgrade her device She stated that after she received the new device, she attempted to move her telephone number to her new account and was advised that we would be unable to do that In addition, she stated that the device that she ordered was delayed because her address on her new account was incorrect She stated she made multiple attempts to cancel her old account and has been unsuccessfulShe stated that she does not think she should have to pay the balance on her old accountShe is requesting a resolution to these issues Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your device (Sprint Prepaid customers are not eligible for these options) On January statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changing Customers can purchase a discounted device with an annual term agreement after months since last device purchase Sprint leasing or Easy Pay options may be available sooner Customers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized device Customers with subsidized devices may be subject to a higher monthly rate when moving to certain plans Further information can be view on www.sprint.com/upgradeWe spoke to Ms [redacted] on September 30, and apologized for any misunderstanding that may have occurred while regarding her upgrade request She stated that she had activated her new device, with her new telephone number on her new account Although no credit is due, to reach an amicable resolution and per her request, we cancelled her account ending [redacted] immediately and applied a credit to her account equal to the current balance that was reflectedAs a result, the account is closed and reflects a zero balanceShe stated that she considers the issue resolved to her satisfaction We appreciate Ms [redacted] ’s feedback regarding her interactions 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 and will utilize her input to improve our training and processes We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

January 13, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr*** [redacted] We appreciate your assistance in bringing Mr [redacted] 's concerns to our attention In the information received, Mr [redacted] disputed our assessing an additional $monthly equipment charge to his Sprint accountHe also advised that he was previously working with us to address that concern but that the matter remains unresolvedAs a result, and because he was not advised about and did not authorize that charge when he established his service, Mr [redacted] requested that we allow him to terminate his Sprint services without any contractual obligation and provide a refund of all charges associated with his account We regret any misunderstanding that may have occurred regarding the referenced $Term Access Charge assessed to Mr [redacted] ’s Sprint account, as well as any difficulty he may have experienced during his previous attempts to address that concern with our Customer Care or Executive & Regulatory Services departmentswas dissatisfied, and we value him as our customerOur records reflect that Mr [redacted] ’s Sprint services are active on a rate plan that is not eligible for our Term Access Fee waiver optionAs such, the disputed charge is validHowever, our records further reflect that a member of management in one of our specialized escalations teams spoke with Mr [redacted] on December 30, 2015, and brought his reported concerns to resolution by applying one-time credits totaling $to his Sprint account to offset an amount equivalent to the Term Access Charges assessed in the past, and updating his account to waive the $Term Access Charges going forwardMr [redacted] indicated during that interaction that he is satisfied with our resolution If we can be of any further assistance in this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from a.mto p.m., Central Time, Monday through Friday Sincerely, Stan S Executive Services Analyst

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s inquiry, she expressed her dissatisfaction with the length of time spent while establishing services with SprintIn addition, Ms [redacted] stated that she had an unfavorable customer service experience while establishing her accountMs [redacted] requested that Sprint review this matter and provide her with compensation accordingly We regret any inconvenience that Ms [redacted] may have experienced while establishing services with SprintOur records indicate that Ms [redacted] established her account with Sprint on June 21, 2017, with our Telesales groupDuring this sales transaction, she activated one line of service with a Samsung Galaxy Sdevice via Sprint’s Leasing programSubsequently, Ms [redacted] ported-out her line of service to another wireless service provider on July 22, 2017, effectively cancelling her account within Sprint’s 14-day Satisfaction Guarantee return period We determined that Ms [redacted] returned the aforementioned device to Sprint’s Returns warehouse, which was received on July 19, Accordingly, we applied an adjustment to her account to negate the remaining Lease cancellation charges Furthermore, on July 25, 2017, we applied an adjustment to her account to offset the shipping and Activation fees Presently, her account is closed with a zero balance Lastly, on July 26, 2017, we approved and processed a credit card refund of $10, which represent the payment that Ms [redacted] remitted on July 21, The aforementioned refund should have been applied to Ms***’s financial institution with five days from date of approval We spoke with Ms [redacted] on July 25, 2017, to discuss her account concerns and relayed the aforementioned information to herDuring our discussion, we explained to Ms [redacted] that Sprint appreciated her business; however, as per the terms and conditions, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention As such, we must respectfully deny her request for compensation While Ms [redacted] may disagree with our position, we are confident that her concerns were addressed to the best of our ability We appreciate Ms [redacted] taking time to provide details of her experiences with our Customer Care and Retail Store representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint 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