Sprint Corporation

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

September 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Richard [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by MrRichard [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’ complaint, he is disputing his recent billing because it is higher than anticipated after switching to Sprint He indicates that he did not receive the $credit he was promised for three months by a Telesales representative and that he had just paid a bill, but now his account is reflecting a past due as a new invoice generated Mr [redacted] is requesting that his past due balance be waived and that he receive the $credit he was promised And last, he wants Sprint to ensure his billing will be no higher than $per month We contacted Mr [redacted] and spoke with him at length regarding his dispute We advised that his billing is higher than anticipated because of a recent billing cycle change completed to accommodate a different payment due date he requested As a result, his services were pushed out approximately additional days and a new invoice generated Any unpaid balance on his account will become past due when the new invoice generates; however, please note that there was no duplication in the service dates and the charges are valid Nonetheless, based on any misunderstanding that may have occurred regarding the cycle change process and because he never received the $credit he states was offered by our Telesales department, we applied credits to his account totaling $to offset the past due balance on his accountMr [redacted] ’ account balance was subsequently reduced to $due by September 14, 2017, to which he accepted and agreed Mr [redacted] ' monthly service charges are estimated at $including taxes and surcharges In order to bring him to the rate he desires at approximately $per month, we explained he must set up auto-pay on his account to qualify for additional discounts of $per line X lines plus waiver of the $Account Spending Limit program charge With these added discounts, his total monthly service charges are estimated at $ We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

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

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

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

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

[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: When I last spoke with the representative from sprint he stated that he would "see what he could do" about the credit for the return kit that was never sent to usHe asked if I still had the cards that Sprint sent us when we switched from [redacted] and asked if I would be willing to use those to offset the cost I told him we had all but one and that we would use them for that purpose However, I asked why our balance was higher than the retail price of the phones even after the installments payments that were made I asked why Sprint was trying to charge us more than the cost of the phones and was told that he would get back to me on that as well I have not heard back from [redacted] regarding these issues I am willing to pay the retail cost of the phones, minus our installment payments but I am not willing to pay Sprint above that so that they can profit from unfair marketing practices I am also not willing to pay for an installment contract on a phone that I did not receive and they still have not agreed to adjust the installment contract cost to the cost of a 32gb phone They have only given us a credit for the difference in the installment payments I feel that they unfairly, and illegally performed the switch on our service which was in my husbands name who was not present They ran his credit report without disclosing that to me, or HIM, and without his consentThey told me that I only needed to sign his name to switch the serviceThey did not request my identification or that of my husbands, who was primary on the account In light of all of this, I think it's more than fair for us to request to be released from our contract for the cost of the cards that they sent us Regards, [redacted]

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

Hi [redacted] , I'm very happy and impressed by your excellent customer service I will pay my Sprint bill on Friday morning Sept 2nd Thank you very much, I will notify the Revdex.com that I'm very satisfied with this outcome I've Cc'd the Revdex.com in on this email as well I hope you have a great day

Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was charged Early Termination Fees although he canceled his account due to coverage issues He has requested that we waive his Early Termination Fees According to our records, Mr [redacted] canceled his account on June 25, As resolution to his coverage issues, we applied a $credit to his account to offset the Early Termination Fees reflected on his June invoices Should you have any questions regarding this matter, you or Mr [redacted] can contact me directly at , or by calling our Executive & Regulatory Services department toll-free at 1-855-848- I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] Executive Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] , submitted on behalf of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] requested clarification regarding Sprint’s unlocking policies and requested that Sprint ‘unlock’ an iPhone device that was activated on Sprint's network Ms [redacted] indicated that she is seeking the ability to activate the iPhone on a different domestic carrier’s network Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at [redacted] Our records reflect that Ms [redacted] ’s iPhone associated with phone number ending in [redacted] is eligible for MSL unlocking Please note that we provided Ms [redacted] with the MSL associated with her device on August 1, Unfortunately, as noted above, we cannot guarantee that the device will be interoperable with another carrier’s network If I can be of further assistance regarding this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

October 18, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, Laurie A [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of MsLaurie A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once againAccording to Ms [redacted] ’s filing, she states that she still is unable to view her bill online as she cannot sign into her online accountShe further states that she has not received her paper statement, and she was charged twice for an unspecified feeAs a result, Ms [redacted] is requesting the ability to view her bill online and compensation for her inconvenience We spoke with Ms [redacted] on October 11, 2017, regarding her concernsWe advised her that we engaged our internal technicians for further investigation of her inability to log into her online account via the Sprint websiteThe technician attempted to reach Ms [redacted] on October 11, 2017, and was informed that it was an inopportune time to speakAnother attempt to speak with Ms [redacted] was made by the technician on October 17, Unfortunately, the attempt was unsuccessfulOur office attempted to speak with Ms [redacted] via phone and e-mail on October 18, Unfortunately, our attempts were unsuccessful as wellShould she still require assistance with accessing her account online, she can contact our office directly at her earliest opportunity In response to Ms [redacted] ’s billing concerns, our office reviewed the customer summary that she received at start of service outlining her plan and chargesShe originally signed up for three phone lines ending in ***, ***, and [redacted] on the Unlimited Freedom plan with a Monthly Recurring Charge (MRC) of $145, and one tablet line ending in [redacted] with an MRC of $At that time, the plan MRC before taxes, surcharges and fees was $She added line ending in [redacted] on August 18, 2017, and the plan MRC increased by $That line also has Total Equipment Protection (TEP) for $Equipment charges for lines ending in [redacted] and [redacted] total $Therefore, the total Monthly Recurring Charge before taxes, surcharges and fees is $per month As such, we were unable to identify any Sprint billing errorSprint appreciates your business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that a credit or waiver of the service agreement is warranted for this matter We appreciate Ms [redacted] for taking time to provide details of her experience with our 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 will utilize this input to improve our training and processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter or to accept our offer, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, [redacted] *[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, Robert [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:This Sprint employee said that these devices were locked inadvertently which was not the caseMultiple Sprint agents confirmed that Sprint’s policy is to lock devices for the “customer’s protection” which violates the FCC guidelines on locking phonesSince these devices were not purchased from Sprint, Sprint reported the IMEI as “financed” in order to keep my devices locked to their networkThe FCC has adopted the Consumer Code for Wireless Service (CTIA) lock policy which Sprint violated in my caseI was never told that my devices would be locked upon activating them on Sprint’s networkThis disclosure is not optional under FCC guidelinesI spent approximately hours over the course of 3-days attempting to get my devices unlockedThe FCC mandates that this should take a maximum of days from the date requestedSprint agents ignored my requests over a period of 5+ days.In my complaint I requested that Sprint no longer lock devices that I purchased at full retail priceIn order for them to fulfill my request they would have to change their policy for all BYOD devices, a policy which is in violation of FCC guidelinesSprint’s response did not address my complaintI reject it and will follow up with the FCC Regards, [redacted]

September 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Samelia [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of MsSamelia [redacted] regarding her Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention Sprint is in receipt of the inquiry of MsSamelia *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences during her multiple unsuccessful attempts to inquire about her possible ability to advance-pay her existing equipment finance agreement in order to qualify for an early equipment upgrade We regret any possible misunderstanding or delay that may have occurred during Ms***’s attempts to qualify her account for early equipment upgrading We spoke with Ms [redacted] on August 25, 2017, and explained that a payment of $would satisfy her pending eleventh and twelfth device installment billing payments, which would then allow us to update her account to be eligible for immediate equipment upgrade Ms [redacted] then remitted her payment of that amount, and we updated her account status accordingly We appreciate Ms***’s taking time to provide details of her experience with representatives of our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff empowered to make changes in these areas We are pleased to have fully resolved the concerns Ms [redacted] brought forth in her inquiry If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our 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

November 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX6239, [redacted] Sprint Case 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 According to the information provided, Ms [redacted] stated that she has not received her employer discount on her Unlimited Freedom plan in over a year Ms [redacted] requested that we reinstate her discount and apply credit for her discount for the previous months We spoke with Ms [redacted] and advised that in order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountCustomers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Ms [redacted] not complete the validation process, she will not receive the discount Additionally, we advised Ms [redacted] that once she submits her proof of eligibility and it is approved, she will receive a $discount on her Unlimited Freedom plan We offered to apply a credit of $to her account in lieu of the $discount for the previous months; however, Ms [redacted] declined our offer We further advised Ms [redacted] that she can get an additional credit of $per line of service per month if she signs up and maintains both our auto pay and e-bill options We regret any inconvenience this matter may have caused If we may be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] reports that she was shipped the wrong devices and needs to return them Ms [redacted] states that she has called several times to have return kits sent to but has not received them Ms [redacted] is requesting the return kits We spoke with Ms [redacted] on April 24, 2017, and reviewed her accountShe confirmed that she has received the return kits for the devices and she will be returning those devices Ms [redacted] also requested to return the new iPhone that is associated with line ending in ***Ms [redacted] will return her three devices for credit of the Lease Cancellation Charges and End of Lease Purchase Option ChargesUpon receipt of the devices in Sprint’s warehouse, in good condition, using the Return Kit provided, the Lease Cancellation Charges and End of Lease Purchase Option charges will be adjusted This offer will expire on May 25, 2017, the end of the next full billing cycle Ms [redacted] confirmed that these actions have resolved her inquiry We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that due to coverage issues, he requested to cancel his services and that Sprint waive his device agreements and unlock his devices Mr [redacted] stated that we agreed to waive his equipment agreements upon his initial contact with us regarding his coverage, but he elected not to cancel his services at that time as he had not yet found a new service provider Mr [redacted] stated that when he elected a new provider he called Sprint again to cancel his services and for a waiver of his equipment agreements, and was informed at that time, we were unable to validate a coverage issue and would have our service technician validate the coverage Mr [redacted] stated that after multiple contacts to validate the coverage with our engineering to make the decision to activate service with his new provider, however, his devices were not unlocked Additionally, he stated that he paid for the Early Termination Fee, although he moved out of the service coverage As a result, he is requesting that we issue a refund for the Early Termination Fee he paid As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 30-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage During our conversation with Mr [redacted] on December 15, 2016, we informed him that unlocking a device is a general term that refers to one or more types of device unlocking Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at sprint.com/unlock Sprint will unlock a device under the following circumstances: · Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options · The associated account is in good standing · The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlockedWe confirmed that Mr***’s iPhone 6s device associated with phone number ending in #### is eligible for SIM unlocking We confirmed that the device has been successfully unlockedFurther, we advised him that his billing cycle is from the 22nd to the 21st of each month Our records reflect that he ported out his numbers on November 29, 2016, days into his billing cycle As a result, we agreed to issue a refund for $and he should receive the refund check wtihin to business days We appreciate Mr***’s taking the time to provide us with his feedback regarding our customer service representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that this matter may have caused If I may be of further assistance regarding this matter, you can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension #### I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tobias T.Executive Services Analyst

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] R [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr [redacted] R [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he has requested clarification regarding Sprint’s international unlocking policies regarding an Apple iPhone recently purchased from a third-party, Purchase Power, and has never been activated on Sprint's network Mr [redacted] has indicated that he would like the device unlocked for international use Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’s Apple iPhone is not eligible for unlocking because the device has not been active on the Sprint Network, currently or in the past, for a minimum of daysWe appreciate having had the opportunity to assist in addressing Mr [redacted] ’s account concerns If further assistance is needed regarding this matter, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive 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 acceptable to me since I am too tired to argue about this issue anymore Regards, [redacted] ***