Sprint Corporation

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Patricia B [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsPatricia B*** We appreciate your assistance in bringing our customers' concerns to our attention and regret the circumstances that led MsB [redacted] to contact your agency once again In her original filing, MsB [redacted] expressed her dissatisfaction with our assessing a $restocking fee for a device that she declined to accept during a recent device upgrade transaction attempt at one of our retail locations She also described unfavorable customer service experiences during that interaction and her attempts to dispute the charge MsB [redacted] requested that we provide a refund of the restocking fee and provide additional compensation for the inconvenience she experiencedIn her rebuttal, MsBanks expressed her dissatisfaction with our December 7, 2017, response in this matter We regret any possible misunderstanding that may have occurred with regard to our Sprint Satisfaction Guarantee (SSG) and restocking fee Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy Customers may return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged With the Sprint Satisfaction Guarantee, we will refund any activation fees for returns completed within three days of activation Customers are responsible for all monthly service charges, access and airtime charges, and related taxes, surcharges and fees accrued through the deactivation date This policy may not reflect the return policies of our authorized third-party dealers or retailers For additional information on the Sprint Satisfaction Guarantee, please visit our website at www.sprint.com/guarantee In our December 7, 2017, response, we noted that we had arranged for a $Restocking Fee credit to be applied to her account and a $refund to be sent to MsB*** In addition, we applied $in courtesy credits to her account to offset the $account balance as is reflected on her November 16, 2017, invoice, based on our finding that the device for which a restocking fee had been assessed had not been activated Further review of the matter revealed that on November 19, at 5:p.m., the referenced LG Stylo device was activated to MsBanks’ line ending in via transaction Our records reflect that on that date at 7:p.m., MsB***’ LG Gdevice was activated to her line ending in via transaction [redacted] Since the LG Stylo device had been unpackaged, activated, and personalized to MsB***’ service, assessing a $restocking fee was valid and payable to Sprint Consistent with our SSG, a $activation fee for each activation was not assessed In her rebuttal, MsB [redacted] expressed her dissatisfaction with her receiving additional compensation as a credit toward her November 16, 2017, invoice chargesShe requested that she receive an additional $refund With respect, we would note that MsB***’s request for additional refund is not associated with a payment to be reversed Further, the courtesy concessions that we applied to date, exceed the amount of her original request Finally, we have elected not to reverse the refund and account credits awarded, despite a portion of the charges being valid and payable to Sprint As a result, we must respectfully decline MsB***’ request for an additional refund Currently, her account is in closed status and reflects a zero balance During our December 27, 2017, conversation with MsB***, we discussed the previous information We regret that MsB [redacted] remains dissatisfied with our response In an effort to reevaluate our position, we have discussed this matter with our Executive & Regulatory Services team After thoroughly reviewing the account records, we have confirmed that our current response is correct As a result, our position remains unchanged and all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused MsB*** If we can be of further assistance with this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext4351, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive 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]

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

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

[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 ***

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

November 18, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing Mr [redacted] ’ concerns to our attention According to the information provided, Mr [redacted] stated that his billing issue was resolved However, he stated that his data access issue on his device remains unresolved As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We dispatched our network engineers to Mr [redacted] coverage service area, and determined that he is located in good coverage Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage After investigation our network engineers confirmed that our network is performing within parameters We contacted Mr [redacted] November 16, 2016, and provided him the information above He responded that he has terminated his service with Sprint However, I informed him that his two subscriptions are still in active status in our database We maintain that Mr [redacted] is in good coverage area; therefore, all charges on the account remain validWe regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] can contact me toll-free at ###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Associate Analyst Tell us why here

[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: Regards, [redacted] I called Sprint too see if they would work with me as they disconnected my serviceI told them I didn't have the $and if they could somehow understand my situation of being injured at work and on workers compensation which only paid me 2/3’s of a part time incomeThat's tough livening off $a monthSprint told me in order to restore my service I would have to pay the $in full with no exceptionsThey also told me I would then be charged $early termination fee for the tablet for which [redacted] was under contract stillI asked them where I could return the tablet as I didn’t want it anymoreThey told me they couldn’t return it as I owned it and [redacted] told them I didn't want it anymoreThey also told me they would keep my cell phone number, which I have had for almost yearsThey said if I tried opening an account with another cell provided that Sprint wouldn’t release my phone number due to having an outstanding balance dueThey also told me my account would be sent to collectionsThey essentially bullied me into paying the bill even though there was no other outstanding balanceHere were my options:1) Pay Sprint and have my service restored.2) Don't pay sprint, have an outstanding bill of $with an additional $early termination fee added on top of collections then trying to get the money all the while ruining my credit and not being able to keep my number, that's if I were even able to open an account with another cell provider.I thought about what I should do and was forced to pay the Sprint bill instead of rentSprint would rather see me homeless with a cell phone, fantasticI was using my cell for a hotspot so I wasBlow to use my tablet to do my school work as I am a studentThis personal hotspot came included with many.cell phone media package I already paid monthly forIn retrospect, *I wonder why Sprint was charging me $50-$a month only a year earlier in order to get wifi on my tabletThis [redacted] is now a second issue I have with Sprint so do I need to open up another case regarding this complaint?So, yes I paid the Sprint bill but I do not consider my complaint resolvedThey bullied me into paying the billI didn't have cell service nor could I transport my cell number to another companyOntop of this I wouldn’t have bend able to even open an account with another provider as my credit would have reflected red the history with Sprint and I probably would have been charged a feee due to Sprints mess.How can Sprint get away with this?Sincerely, [redacted]

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

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

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry 12235050, [redacted] [redacted] Sprint Account xxxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customer’s concerns to our attentionIn his inquiry, Mr [redacted] states on April 22, 2017, he visited the Sprint store to add his fiancé’s and his line on the same service plan He states that his fiancé was previously with another wireless provider and he was under his parent’s service planHe states upon signing up for service, the store representative advised him that he will not receive another bill from the previous provider However, if he does, he could bring the bill to the store and Sprint will pay for it Therefore, he decided to switch service As a result, Mr [redacted] request that he be refunded in the form of an account credit, or a check for the charges assessed from his previous carrier Please be advised that we attempted to contact Mr [redacted] by phone and e-mail on July 13, and 21, 2017, to address his account concerns; however, we were unsuccessful in reaching himWe also mailed a letter to the address on file, advising him of our receipt of his complaint and our need to speak with him directly At this time, we have not received a response to our contact attempts Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, we ask that Mr [redacted] to contact us at the number provided below at his earliest convenience in order to complete the authentication process and address his concerns in detail Upon initial review of this matter, we are unable to remit payment to other carriers If we can be of further assistance with this matter, or if there are still outstanding account concerns, Mr [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

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

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

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

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her monthly charges being higher than quoted when she purchased a device from us in September 2016, advising that promotional Buy-One-Get-One equipment credits have not awarded as offered Ms [redacted] also described unfavorable customer experiences during her unsuccessful attempts to address that concern She requested that we meet the promotional offer originally presented to her We regret any misunderstanding that may have occurred related to Ms [redacted] ’s equipment billing Although we confirmed that we offered a Buy One Get One (BOGO) equipment promotion from August though September 22, 2016, our records reflect that Ms [redacted] did not make her referenced equipment purchase until September 24, As a result, she was not eligible for the promotion On January 20, 2017, Ms [redacted] escalated her concerns to one of our Customer Care supervisors At that time, in addition to other changes to reduce her monthly rate plan and other account charges, we arranged for a $credit to be applied to Ms [redacted] ’s account each month for the duration of her device lease agreement term to address her BOGO promotion concerns As a result of those updates and changes, Ms [redacted] ’s monthly charges should now be more consistent with the amount she noted in her inquiry During our April 19, 2017, conversation with Ms [redacted] , we discussed the above-noted information Although she accepted our position in the matter, she continued to voice dissatisfaction with her monthly billing amount, advising that she would like to further reduce her billing We invited Ms [redacted] to review our available rate plans to determine what plan might better meet her wireless communication needs at an acceptable monthly rateWe assured her that she can change her rate plan at any time, and we invited her to contact us directly with any additional questions she may have about our available options We appreciate Ms [redacted] ’s taking the time to provide us with the details of her customer service experience We are continually seeking ways to improve the quality of service provided to our customers Our representatives are required to attend extensive training classes before they are released to assist our customers Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these issues, she can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

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

Tell us why here...September 22, Kansas City Revdex.com Ward Pkwy, 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 Mr [redacted] submitted on August 31, We appreciate your assistance in bringing our customer’s concerns to our attention In Mr [redacted] ’s filing, he stated he has been having problems with his LG GdeviceMr [redacted] stated he received a refurnished device; however, the battery does not hold a charge, GPS fails, and he unable to send and receive text messagesMr [redacted] further stated that he has to restart the device or put it on airplane mode before utilizing the services on the deviceMr [redacted] advised that he has contacted our Customer Care group to report the issue; however, it has not been resolvedAs a result, Mr [redacted] requested that Sprint cancel the agreement and allow him to return the device According to our records, on August 30, 2015, Mr [redacted] upgraded phone line ending in [redacted] via Sprint Lease AgreementAt that, Mr [redacted] enrolled in Total Equipment Protection (TEP)plan for $per month, which 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 warrantyTherefore, if the problem with Ms [redacted] device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits On September 14, 2017, Mr [redacted] ported his phone line to another wireless providerIn order to ensure satisfactory and mutually acceptable resolution, we attempted to contact Mr [redacted] via phone and e-mail on September and of 2017, and mailed a letter to the address on file on September 13, 2017, advising him of our receipt of his complaint and our need to speak with him directlyTherefore, we continued our contact efforts to Mr [redacted] on September 18, 2017, without successShould Mr [redacted] require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenience Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] as a customer and have forwarded his feedback to the appropriate managerial staff for further review If Mr [redacted] would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, [redacted] * 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

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