Sprint Corporation

May 12, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account #xxxxx*** Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] *** This complaint was served to Sprint on April 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed disstisfaction with the level of service she received when attempting to resolve her billing concerns Ms [redacted] stated that upon establishing her wireless service via our 50% competitor plan promotion, she was advisedthat her monthly service charge would be $10, per month, excluding taxes, fees and SurchargesHowever, her monthly invoices have exceeded her expectationsAs a result, Ms [redacted] returned her equipment within Sprint’s Day Return periodHowever, Ms [redacted] is disputing the $account balance that was forwarded to an outside collection agency for additional collection effortsTherefore, Ms [redacted] requested that Sprint review this matter and apply a $adjustment in order for her account to reflect a zero balance We assure you that Sprint is committed to providing excellent service on every contact with every customer Please be advised that we take every inquiry seriously and we appreciate Ms***’s feedback Sprint has reviewed Ms***’s complaint According to our records, on December 12, 2015, Ms [redacted] established phone number ending in [redacted] via our Monthly Installment program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Effective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% competitor plan To participate in the 50% competitor plan, qualified customers must poa new line of service to sprint during the promotional period, with non-discounted equipment This special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets through (month varies per activation date) Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage $per gigabyte For more information about Sprint’s 50% competitor plan promotion, please visit www.sprint.com/halfprice Further, our records reflect that, Ms [redacted] enrolled phone line in [redacted] in our 50% competitor planThe monthly charge for the 50% competitor plan was $per month, plus $Unlimited Talk and Text, per line, $Monthly Installment Billing charge, equaling $per month, excluding taxes, fees and Surcharges As per our Sprint Free Guarantee program, customers can return the equipment to the point of sale within days of activation for a refund and their activation fee will be waived If the service plan required a service agreement, no termination fee is charged when the handset is canceled within days of activation Our customers’ first month’s service charge[s], overage minute charges, roaming charges, and applicable long distance charges are not included and will be billed on their final invoice Also, customers are responsible for all their usage charges; included but not limited to Monthly Rate Charges, add-ons, casual or out-of-plan usage and related taxes and Sprint surchargesPer the terms and conditions of service regarding Sprint’s Restocking Fee policy for Sprint’s postpaid devices, a restocking fee will be charged starting at $for devices and $for notebooks, netbooks and tablets Please note that if the product is returned in its original unopened packaging or has not been activated, no restocking fee will be applied Our records reflect that phone number in ending [redacted] was cancelled within the aforementioned time period; specifically on December 19, Therefore, Ms [redacted] was responsible for the $Activation Fee and $monthly service charge for seven days of service, plus taxes, fees and SurchargesAlso, our records do not reflect that Ms [redacted] remitted a payment to Sprint for the aforementioned servicesFurthermore, we have reviewed Ms***’s December through April invoices and our records reflect that she accumulated additional Late Fee charges, equaling a total balance in the amount of $Since, Ms [redacted] did not remit a payment, the outstanding debt was forwarded to an outside collection agency for additional collections efforts On April 4, 2016, Ms [redacted] contacted Sprint regarding the aforementioned debt and was provided the aforementioned information and advised that the $debt was valid On May 3, 2016, we spoke with Ms [redacted] and relayed the aforementioned information to her In an effort to further resolve her account concerns, Sprint applied a one-time adjustment of $to offset her outstanding account balance Therefore, the account is cancelled and reflects a zero balancePlease allow up to days for the credit bureaus to update Ms***’s credit reportMs [redacted] has expressed her satisfaction regarding her concerns We apologize for any inconvenience this matter may have caused We trust this letter responds to your inquiry If we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at 1- ###-###-#### Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Chanda LExecutive & Regulatory Services Analyst

Tell us why hereMay 2, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that the rate plan for one of his two lines of Sprint service was changed without his consent or knowledge during a recent equipment upgrade at one of our retail locations Although Mr [redacted] acknowledged that he signed paperwork that included that change prior to leaving the store, he requested that we restore his previous rate plan set up due to his not requesting or verbally authorizing the change We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s rate plan change Our records reflect that Mr [redacted] ’s referenced equipment upgrade occurred on February 6, 2017, but that the disputed rate plan change occurred on March 27, 2017, when he contacted our Customer Care department regarding his bill At that time, our representatives offered to change his rate plan to our $Unlimited Freedom Plan, which he accepted During our conversation with Mr [redacted] on April 21, 2017, we explained the information outlined above He acknowledged that he spoke with our representatives the referenced date to discuss overage charges assessed to his account but advised that he did not accept a rate plan change He reiterated his request that we restore his previous rate planAlthough we were unable to identify any error on the part of Sprint in this matter, we offered to rerate Mr [redacted] ’s current service charges to match his previous rate plan and to credit the resulting data overage charges due to any miscommunication that may have occurred during the referenced interaction with our representatives Mr [redacted] accepted our offer, and we applied credits totaling $to his account as agreed, leaving an adjusted account balance due of $ We also changed his rate plan for the referenced line of service back to his previous GB Shared Plan effective at the beginning of his next bill cycle Mr [redacted] indicated his satisfaction with our resolution We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and Customer Care representatives With the information he provided and included in our records, we were able to identify the representative involved in the disputed rate plan change Please be aware that such experiences are not indicative of the level of service we strive to provide and that feedback has been provided to the appropriate managerial teams for additional review and possible changes to our training and coaching protocolWe regret any inconvenience this issue may have caused Mr [redacted] but are pleased that we were able to address his reported concerns to his satisfaction If we can be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie 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 me My nerves are really bad so I only read the last sentence of the response 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

[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] 74, and find that this resolution is satisfactory to me Regards, [redacted]

January 17, Revdex.com [redacted] ** [redacted] Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention In her inquiry, Ms [redacted] indicated that she purchased Xfinity prepaid service from an authorized Boost Mobile retailer; however, she stated that she was charged $125, instead of the agreed price of $ As such, she requested a refund for the overpayment We spoke with Ms [redacted] regarding this matter on January 3, 2017, and explained that our Boost Mobile retailers are third-party owned, and Xfinity is not affiliated with Boost Mobile She advised that she understands the $charge, but she was charged an additional $for a sfee We agreed to forward her concerns to our Sales Operational team to further investigate her claim We were able to confirm that Ms [redacted] should not have been charged the additional $ As such, we contacted the store and they agreed to send a check to her address We spoke with Ms [redacted] on January 17, 2017, and confirmed she received the $check Ms [redacted] expressed her understanding and satisfaction with our resolution We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Chris HExecutive 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

From: [redacted] < [redacted] >Date: Mon, Apr 24, at 6:PMSubject: please remove complaintTo: [redacted] Cc: [redacted] my complaint for Id [redacted] has been resolved the day I submitted the complaint; the company had graciously called me to address the concerns and went above and beyond in resolving them [redacted]

October 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of network performance available in her area after a major weather event, advising that she has not had reliable Sprint services for several days despite receiving information from us that our network is functioning properly Ms [redacted] acknowledged that she was offered a $credit to her account for that matter but indicated her belief that the amount offered is unacceptable She requested that we credit her September Sprint service charges in full and allow her to terminate her services with us with no contractual obligation We regret any difficulty MsPolh may have experienced with the use of her Sprint services during and after the Hurricane Irma event in her area Our records reflect that our network in and near the billing address associated with her Sprint address is currently working as designed but that Ms [redacted] ported her two mobile numbers from our network to another wireless carrier on October 4, Because she took that action prior to the satisfaction of her two 18-month equipment leases, we assessed lease cancellation and Device Purchase Option charges totaling $to her account, pursuant to the terms of those agreements During our October 5, 2017, conversation with Ms***, we explained the information outlined aboveIn addition, due to any frustration service issues during and after the storm event may have caused her, we offered to credit the above-noted charges in full contingent upon the timely return of her two leased devices to our possession, in good working order Ms [redacted] accepted our offer, and we forwarded prepaid shipping materials to her billing address to facilitate the return of the two devices to our warehouse Ms [redacted] is aware that, once we confirm our receipt and the condition of her returned equipment, we will credit her account as agreed Ms [redacted] acknowledged her appreciation of our actions but reiterated her request that we apply credits to offset her remaining balance due in fullAs a demonstration of our commitment to excellence, we applied additional credits of $to Ms***’s account, as requested, leaving her account in closed status with an adjusted balance due of 543.93, which should be credited to zero once we receive her returned equipment referenced above We appreciate Ms***’s taking time to provide details of her experiences 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 customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms***, as well as the loss of her business If we can be of further assistance with these concerns, Ms [redacted] can contact me directly by calling our Executive & 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, Shola AExecutive 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: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]

[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] ***

[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: Sprint referred me to an outside collection agency whom I set up a payment arrangement with and continued to collect on debt that I’m actively paying on Regards, [redacted]

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

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry Sprint Account xxxxx0578, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed concerns regarding unfavorable customer experience while attempting to resolve a billing concern, stating that she was offered an unlimited plan for $155, but that she has been billed more than the quoted amount She requested that we honor the rate quoted In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In 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 Our records reflect that on April 17, 2017, Ms [redacted] changed from the 3GB Data Share plan to the 8GB plan, effective on May 3, Our records further indicate that the 50% off discounted plan bills at $monthly for her three lines of service, not including her device lease and installment charges of $90.65, taxes and surcharges We spoke with Ms [redacted] on June 27, 2017, regarding her billing concernsWe confirmed the above information We advised Ms [redacted] that she could receive a $discount per line, totaling $off the $monthly charge if she enrolls in Auto-Pay We applied credits totaling $to her account to offset the bill difference reflected on her June invoice and a $service credit Ms [redacted] successfully enrolled in Auto-Pay on June 28, 2017, and receives the $per line discount as reflected on the July invoice, thus reducing her monthly charges, including her device lease and installment agreements to $per month, before taxes and surcharges We appreciate Ms [redacted] ’s taking time to provide details of her experience with 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 will utilize this input to improve our training and processes If we can be of any further assistance related to this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

May 18, 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 [redacted] submitted on May 1, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with experiencing connectivity issues while utilizing his Samsung Galaxy SEdge device inside of his home In addition, Mr [redacted] expressed his concerns with the lack of coverage in his home service area of Miami, Florida Mr [redacted] ’s requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintWe regret that the coverage in Mr [redacted] ’s service area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Mr [redacted] ’s billing address is within Sprint’s “fair” coverage area and was operating within parameters during the time he stated that he experienced poor serviceAs outlined in our Terms and Conditions, the coverage and quality of wireless services 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 and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger According to our records, on March 5, 2017, Mr [redacted] placed an order for an Samsung Galaxy SEdge device associated with phone line ending in [redacted] via Sprint’s Monthly Installment Billing programAdditionally, on April 27, 2017, Mr [redacted] contacted our Technical Support group to report the lack of coverage inside of his homeAt that time, we confirmed that Mr [redacted] has an Airave device and our Technical Support group assisted him with troubleshooting the Samsung Galaxy Edge Sdevice associated with phone line ending in [redacted] as well as the Airave device However, he expressed his interest in receiving a free Samsung Galaxy deviceIn addition, he stated that he was experiencing multiple network issues in his home service area and surrounding areasAt that time, we respectfully denied his request to provide him with a free Samsung Galaxy deviceAlso, we were unable to identify any network issues in his home service area and surrounded areas Therefore, we suggested that he visit a local Authorized Sprint Service and Repair Center location to have his Samsung Galaxy SEdge device diagnosed by our Retail Store locationOur records do not support that he complied with our suggestion Upon further review of our records, we confirmed on May 2, 2017, our Customer Care group applied an adjustment of $to Mr***’s account for his connectivity issues and network concerns in his home service areaSubsequently, Mr [redacted] ported-out phone lines ending in ***, ***, ***, and [redacted] to another wireless service provider on May 5, As a result, his account was assessed Lease/Installment Billing accelerated cancellation charges totaling $2,721.93, which will appear on Mr [redacted] ’s May 20, billing statementPlease be advised that charges are assessed to his account are valid and no further credits are warranted We spoke to Mr [redacted] on May 16, 2017, and the aforementioned information and resolution to himAt that time, Mr [redacted] acknowledged the information and resolution provided to him and did not have any further concerns We appreciate Mr [redacted] taking the time to provide us with the details of her experience with Sprint and our retail store We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive 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

Date Sent: 8/15/6:13:PM[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]Complaint: [redacted] I am rejecting this response because: The matter has been solved since the complaint was filedThank youRegards, [redacted]

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she was not informed of the $purchased options when she reached the end of her Lease AgreementShe expressed her dissatisfaction with the level of customer service she received from our retail store representatives and customer service department while trying to resolve her issueMs [redacted] is requesting the $purchase amount be credited We spoke with Ms [redacted] on July 11, 2017, regarding her concernsWe outlined that since she has reached the end of her lease terms she may purchase the device if she wants to keep the equipmentShe may also return the devices to our retails store and purchase a new device with a new lease or instalment agreementMs [redacted] also has the option to continue to lease the devices on a month to month basisHowever, Ms [redacted] confirmed that two of her devices have damage and the third device has been lostWe explained that per the terms of the Lease agreement, equipment should be returned in full working condition with no damage or missing partsWe respectfully declined her request to waive the damaged fee and purchase option amountOnce the equipment is returned to our retail store, the account will be assist a device damage fee of $Conversely, the lost device would require full purchase amount of $ If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive 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: Regina [redacted] from Sprint gave me up to days & credited account for November bill due to lack of serviceI was told anytime I wanted to cancel due to no improvement in my service I could bring my cell phone back to Sprint and cancel lease with no penalties and go to another carrierRegina is now telling me she didn't say this and is refusing to resolve my service issueRegina is telling me I signed a lease and it says there is no guarantee of serviceI cannot believe any company can be allowed to charge a customer if they are not giving the service needed for the product being usedThis is a ridiculous statement from a large mobile cell service to say to a loyal paying customer which has been with Sprint since the 90'sI had good service in both Ohio and Denver but horrible service since moving to Naples Florida in July I told her yesterday (11/6/17) these complaints are due to lack of service periodI have always been happy with Sprint prior to my move to NaplesI have followed all Sprint's suggestions with zero improvementAGAIN, I AM ASKING FOR A COMPLETE RELEASE FROM MY LEASE WITH ZERO/NO PENALTIES DUE TO THE CIRCUMSTANCES OF POOR COVERAGEI NEED A APPROVAL FOR RETURN OF MY EQUIPMENT(CELL PHONE) ALONG WITH THE LEASE OMITTED ASAP Regards, Debora [redacted]

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on June and 27, 2016, regarding her concernsWe are confident her issues have been addressed and resolved In her inquiry, Ms [redacted] indicated she was experiencing a device issue on one line of serviceShe took the device into a retail location to have it diagnosed by a technicianShe indicated she was offered a replacement device or the option to upgrade to new devices for her two lines of serviceShe selected the option to upgrade to new devicesThe next day she realized two new lines of service were added to her account instead of upgrading the current phone numbersShe returned the phones to the store the next day; however, her account balance is now $2,and she does not have a working phone on one line of service In an effort to resolve Ms***’s concerns, we partnered with the manager of the store location, who confirmed that the upgraded devices were returnedThe appropriate credits were applied to Ms***’s account on June 24, In addition, a replacement phone was provided to Ms [redacted] to replace the defective device We regret any inconvenience Ms [redacted] may have experienced as a result of these matters and value her feedbackIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive Services Analyst