Sprint Corporation

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated he cancelled his service due to no coverageHe further stated that he returned the device and paid the final invoice However, he continues to receive a bill with additional charges and he contacted our customer service department, and the charges were adjustedAs a result, Mr [redacted] is requesting confirmation that his account is canceled and reflects a zero balance Our records reflect that Mr [redacted] ported his line out on February 8, 2017, and his Sprint account was cancelled In addition, the device was returned, and $was adjusted out of the $equipment charges, leaving a balance of $Mr [redacted] spoke with our executive analyst on June 28, 2017, and the $was adjustedWe also confirmed the account is cancelled with zero balance We have made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation Once the coverage in Mr [redacted] ’ area improves, we hope that he will again consider Sprint as his wireless service provider We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [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

April 25, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced subsequent inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention We regret that he has contacted your office once more citing dissatisfaction with our prior responseIn Mr [redacted] ’s rebuttal, he stated that we only addressed the coverage issues he experienced and confirmed were resolved, however; he does not agree with our position to provide compensation for his customer service experiences As a result, Mr [redacted] is requesting that we reconsider our position and provide him with a monetary credit or agree to cancel his account with no penalty During our conversation with Mr [redacted] on March 21, 2017, we apologized for any inconvenience he may have experienced as a result of this issue Further, we advised Mr [redacted] , that we are unable to honor his request for monetary compensation because we did not identify any Sprint error on his account and we do not provide compensation for customer service As a result, we must respectfully decline Mr [redacted] ’s request to release him from his current agreements with no penalty We appreciate Mr [redacted] ’s taking the time to provide us with the details of his customer service experience We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he provided has been forwarded to the appropriate management staff for further reviewIf I may be of further assistance with this matter, Mr [redacted] can reach me by calling Sprint’s Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central TimeSincerely, Tobias T.Executive Services Analyst

June 13, 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] expressed dissatisfaction with the level of customer service that she received from our representatives while trying to resolve her account billing issue Ms [redacted] stated she requested to escalate due to the language barrier, and has not received a return callAs a result, Ms [redacted] is requesting that we contact her so she can get her issue resolved Our record reflects that Ms [redacted] purchased three devices on September 24, 2015, under a 24-month installment billingOn April 2, 2017, the three lines of service associated with Ms [redacted] ’s account were ported to another wireless service provider, and the Sprint account was cancelled Because all three lines of phone service were associated with leased devices, charges were assessed for remaining lease charges, plus the purchase price of her phones, totaling $Our records further reflect Ms [redacted] returned all three devices to our Sprint Store on April 14, Accordingly, we refunded $of the $balance, leaving a remaining balance of $We then adjusted the $remaining balanceMs [redacted] account is now cancelled with a zero balance During our June 13, 2017, conversation with Ms [redacted] , the information outlined above was explained to her Ms [redacted] thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with customer care representativesWe 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 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

April 11, Revdex.com Ward ***way, 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 According to the information provided, Ms [redacted] expressed her dissatisfaction with the misinformation for a buy one get one iPhone 6S promotion our 3rd party store (former) employee provided at time of sale She was told she would be receiving offsetting credits for of the lines upgraded in September 2016; however she has yet to receive a bill with this occurrence We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on April 11th, 2017, and apologized for any frustration she experienced due to the misinformation provided by our retail associates During our conversation, I educated Ms [redacted] on the timeframe of the buy one get one promotion for the Apple iPhone 6S ending on the last day of August in However, in an effort to resolve I agreed to apply offsetting credits to her lease installments up to the 17th month, per the terms of her lease agreement Ms [redacted] appreciated our efforts and concludes that this matter has been resolved On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

May 9, 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: Sprint is in receipt of the above-referenced complaint submitted by Mr [redacted] We regret any inconvenience that he may have experienced in this matter According to the information provided, Mr [redacted] stated that he is disputing the Subsidized Phone Charge (SPC) billed to his account because he states it was not explained to him During our discussion with Ms [redacted] on behalf of the account holder, Mr [redacted] , she advised us that prior to the purchase of the above-referenced discounted phone at an Apple store, a Sprint retail store representative advised them that Sprint does not provide for the purchase of discounted phones on a two-year service agreement basis As a result, she stated that they later purchased their phone on a discounted two-year service agreement basis at an Apple store She stated that after they purchased the discounted phone at an Apple store, they took their new phone to a Sprint store At that time, they requested to activate their new phone on a new Sprint account with a discounted plan She indicated that they were not advised of the SPC for their discounted device We regret any possible misunderstanding regarding this charge We advised her that the $SPC assessed to the account is valid per the terms of Mr [redacted] ’ service plan Ms [redacted] stated that they returned the phone to the Apple store the day after it was activated because they were later provided information that the SPC is valid She requested that we apply account credits to offset the resulting Early Termination Fee following the cancellation of the account We left a follow up voicemail for Mrand Mrs [redacted] advising them that we confirmed the return of the phone to the Apple store within the day Satisfaction Guarantee period We also advised them that we applied $in account credits to offset the Early Termination Fee and activation fee assessed on the account The credits include taxes, applicable fees and surcharges We advised them that the account is in final status with a zero balance If Mrand Mrs [redacted] need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 8, 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 April 18, We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’ filing, he stated that he had an unfavorable customer service experience while attempting to resolve his account concernsMr [redacted] expressed his dissatisfaction with his account being assessed Upgrade-Activation Fees and prorated charges upon upgrading his devices via Sprint Lease and Monthly Installment Billing programs as well as updating his price plan Mr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr [redacted] ’ complaintOur records reflect that Mr [redacted] upgraded the devices associated with phone lines ending ***, ***, [redacted] and [redacted] on March 25, During this sales transaction, he purchased devices via Sprint’s Lease and Monthly Installment Billing programs and he was assessed Upgrade-Activation Fees totaling $as indicated on the April 4, billing statementIn addition, he requested to update his price plan to Sprint’s Unlimited Freedom plan, which includes a $discount per line/per month upon the enrollment in Sprint’s Automatic Payment program, within the middle of his billing cycle We regret any confusion that Mr [redacted] may have experienced regarding the billing dates reflected on his April 4, 2017, billing statement As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance However, the call detail listed on his April 4, 2017, billing statement represents the calls that were made from March 1, to March 21, 2017, on his most recent billing cycle, and these dates are reflected on the top of each page of his invoice Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic Lease and Monthly Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plans We spoke with Mr [redacted] on May 8, 2017, and relayed the aforementioned information to himDuring the call, we advised him that should he elect to cancel the respective Lease and Monthly Installment Billing Agreements, his account will be assessed Lease/Installment Billing accelerated cancellation charges which would be considered validAlthough we are unable to identify any miscommunication on Sprint’s part, to ensure a satisfactory and mutually acceptable resolution, we offered and Mr [redacted] accepted a one-time courtesy adjustment of $to offset the monthly recurring charges, and late fees as reflected on the March through May 4, 2017, billing statementsThis adjustment with appear on the June 4, 2017, billing statement We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and his concerns will be forwarded to the appropriate managerial staff for further review 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

May 9, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Mr [redacted] : On April 28, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Mr [redacted] was to receive two $Visa Prepaid cards for being referred to Sprint; however, he expressed his dissatisfaction with not receiving the cards We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention Sprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $Visa Prepaid card for every new line of service activated New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement Additionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible We confirmed that the registration was completed by Mr [redacted] and his referrer and approved Customer should allow up to weeks to receive their Referral Rewards cards On May 8, 2017, we spoke with Mr [redacted] regarding his concerns At that time, Mr [redacted] confirmed that he received his Referral Rewards cards We appreciate Mr [redacted] taking the time to provide us with the details of his experience with Sprint 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 that his concerns have been forwarded to the appropriate managerial staff for further review If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive 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:Ms [redacted] is now being dishonestMs [redacted] has never informed me she could not find record of the offer made to me by the previous sprint repIf the calls are recorded it would be heard what was said by the sprint rep as well as Ms [redacted] Ms [redacted] I believe is uncomfortable that a sprint repmade a arrangement with me without doing an investigation on the plan detailsWhich I feel should be honored towards my accountIt’s not about just upgrades as Ms [redacted] explained its about a company honoring what they said they would do and the sprint repDid state that I could get that plan on my phoneThe sprint repLooked at my account and did not state I could not receive, I didn’t qualify, she didn’t give any stipulation at allShe stated that she would get me the plans connected to my lines placed me on hold and hung up.The issue at hand is not only giving information, but when confronted about the situation dishonesty is a issue as wellSprint reps need to stand by their word even if something is offered in error they have to know it should be honoredJust like if the price is on a item placed by a company they would have to honor itUnfortunately, if in the future a representative needs to contact me please I ask that it not be Ms [redacted] due to her being unprofessional and dishonest to try and persuade Revdex.com that she was trying to be helpful and she was notSprint should train the reps to do a better jobLying should not be apart of any employees duties 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:I was contacted by Sprint and I did respond by email, unfortunately their hours of availability by phone conflicted with my hours at workThey never responded back by email.I have written proof by multiple Sprint employees that this Balance left on my account would be credited in full in which I can provide at request of any Sprint representative if necessary as I did previouslyDue to having this information in writing I request it is done immediatelyI was not provided true and accurate information from Sprint since the very beginning of my contract with them so that is informationIf necessary I will obtain a lawyer and move forward with a law suit against them due to being told in writing but Sprint this exact amount would be waived and no further payment dueAnd there was no courtesy amount of $provided to me, that was a promotion that I received as part of signing up with Sprint so please get your facts straight when responding on such complaintThank you Regards, [redacted]

May 26, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our retail care representatives while trying to resolve his price plan issue Mr [redacted] stated that in February 2017, he upgraded his devices and also requested that the tablet line be cancelled off his accountMr [redacted] advised that he was also provided a quote sheet showing he qualified for additional discounts, and that his bill will be $before taxes monthlyHowever, he received his April invoice and it was $258.97, which includes an early termination fee for the tabletMr [redacted] is requesting that we honor the $he was quoted retroactively or to cancel his service with no cancellation fees Our record reflects that Mr [redacted] purchased two devices on February 6, 2017, on 24-month installmentsThe service plan was changed to our Unlimited Freedom with $off with automatic paymentThe first line is $65, second line $However, the automatic payment was not set up, thus voiding the $offTherefore, Mr [redacted] plan is $for both lines, $total equipment protection per line, $installment agreement for line ###-###-####, and $installment agreement for line ###-###-####The total is $per month before taxes and surcharges During our May 25, 2017, conversation with Mr***, the information outlined above was explained to himMr [redacted] reiterated his dissatisfaction with his experienceWe asked if he can send the paperwork, and he did To demonstrate our commitment to excellence, we offered to apply lump sum credit for the $difference in price plan for 24-months, and he accepted our offerAccordingly, we applied a $credit to this account, which will be reflected on his next invoiceMr [redacted] thanked us for our help We appreciate Mr [redacted] for taking the time to provide details of his experience with our retail care representativesWe 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 this matter may have caused, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr [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

April 19, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he was advised that if he made a payment to resume his account, that we would reinstate him back his previous unlimited plan for $a monthIn addition, he stated that he was advised that we would waive the activation fee, credit late fees, reactivate his Sprint month installments and place phone number ending [redacted] on a standby plan for $a monthHe stated that he made a payment in the amount of $and has been advised that Sprint has not received the payment and the service was suspendedHe is requesting credit for the taxes, fees and any incorrect charges As stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honoredOur records reflect that due to nonpayment, Mr [redacted] ’s account was suspended in October and eventually cancelled by Sprint due to nonpayment in January Our records reflect that a payment in the amount of $was posted to Mr [redacted] ’s account on February 12, As a result of that paymentFurther, his account monthly installments have been resumedAdditionally, phone number ending [redacted] was resumed with a Seasonal Standby plan for $a month effective March 1, and phone number ending was reactivated on February 14, with the Sprint Unlimited plan for $a month We spoke to Ms [redacted] , an authorized user on the account, on April 18, 2016, and provided her with the above-referenced informationAlthough we maintain that all the charges are valid, in an effort to reach an amicable resolution, we offered to credit the account for the prorated charges reflected on the March invoice, an activation fee and for two late feesShe accepted our offer and service credit was applied to the account for $As a result the account is open and reflects a balance due of $ We appreciate Ms [redacted] ’s taking time to provide details of her experience with our 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 If we can be of further assistance, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

May 22, 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: Sprint is in receipt of the subsequent inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns once again Based on the information provided, Ms [redacted] states that she has not received the device credits for the mobile broadband (MBB) that she returned Therefore, she is requesting that we apply the credits to her account We confirmed that the MBB was returned on May 15, As a result, we applied credits totaling $to Ms [redacted] ’s account to offset the accelerated equipment and monthly charges She confirmed that the issue was resolved on May 16, We regret any inconvenience that this matter may have caused Ms [redacted] and appreciate her business If she needs further assistance, she 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

November 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Lachelle [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsLachelle ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that her invoices do not reflect the agreed-upon credit towards the cost of the second iPhone Plus device, which she states was offered when she recently upgraded several of her devicesShe expressed further dissatisfaction with the length of time taken to resolve this matterShe requested that we honor the amount that she states she was offered We regret any misunderstanding that may have occurred related to Ms***’ Sprint billingDuring our November 1, 2017, conversation with Ms***, she stated that the issue was previously resolved to her satisfaction and credits totaling $were applied to offset the disputed chargesThose credits will be reflected on her next invoice We appreciate Ms***’ taking time to provide details of her experiences with our 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 We are pleased that we were able to resolve Ms***’ matters amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

Tell us why here...May 5, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on April 28, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the misinformation he believes that he received from our third-party retail store location regarding the cost of his monthly recurring charges, upon establishing services with SprintMr [redacted] stated that he was informed that he would receive 15% Sprint discount on the Unlimited Freedom plan, including related taxes and SurchargesHowever, his monthly recurring charges exceeded the quoted amountMr [redacted] requested that Sprint review this matter, honor the quoted amount and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, on March 20, 2017, Mr [redacted] established an account and activated phone lines ending in [redacted] and [redacted] via Sprint’s Leasing program on the Unlimited Freedom planWe regret any miscommunication that Mr [redacted] may have received related to Sprint’s promotional plans and discounts; however, we are unable to substantiate that Mr [redacted] was provided with misinformation pertaining to these mattersPlease note, customers who select the Unlimited Freedom plan, and are eligible for the Sprint Discount Program will receive a $flat rate discount per line/per monthIn addition, the taxes and Surcharges are not included in the monthly recurring charges We spoke with Mr [redacted] on May 2017, and offered him an adjustment of $to offset the related taxes and Surcharges for one year of serviceDuring that call, Mr [redacted] accepted our offer and confirmed that his concerns were addressed to his satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services Department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Services Analyst

May 16, 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 April 26, We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] filing expressed her dissatisfaction with the charges assessed to her account upon the cancellation of her servicesAdditionally, Ms [redacted] stated that she was offered a Tablet device without cost to herHowever, she was being assessed monthly recurring charges, which increased the cost of her monthly recurring charges Lastly, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address on her billing concernsMs [redacted] requested that Sprint review these matter and provide her with an amicable resolution Sprint has reviewed Ms***’ complaintAccording to our records, Ms [redacted] activated a Tablet device with phone line ending in [redacted] and established phone line ending in [redacted] on February 17, 2016, via Sprint’s leasing programPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseFurther, on March 17, 2016, she upgraded the device associated with phone line ending in ***, by purchasing an HTC One device at discounted pricing in exchange for a two-year Service Agreement Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic Lease and Service Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of services Further review of our records indicate that her account was assessed remaining Lease cancellation and Early Termination Fee charges totaling $associated with phone lines ending in [redacted] and [redacted] as indicated on the March 20, billing statement Additionally, on April 16, 2017, Ms [redacted] account was cancelled due to nonpayment of the outstanding account balanceAs a result, her account was assessed the remaining Lease cancellation charges totaling $associated with the Tablet device for phone number ending line in [redacted] as reflected on the April 20, billing statement, leaving her account closed with a total balance due of $ We spoke with Ms***’s on May 3, 2017, and relayed the aforementioned information to herTo mutually resolve this matter, Ms***’s accepted an adjustment of $to offset the Early Termination Fee associated with the cancellation of the HTC One device and for the remaining monthly recurring charges associated with phone lines ending [redacted] and [redacted] as reflected on the February 20, through April 20, billing statementsPlease note that the adjustments will appear on Ms***’ May 20, billing statement Ms [redacted] expressed her satisfaction with Sprint’s efforts in resolving her concerns We appreciate Ms***’ taking the time to provide us with details of her experience with our Customer Care We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and will utilize her input to improve our training and processes We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [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

April 25, 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: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] We appreciate the opportunity to address her account concerns In her inquiry, Ms [redacted] indicated her device was stolen and she went to a store to inquire about receiving a replacement She stated that it was suggested instead of making an insurance claim, she upgrade to the iPhone 6s as we had a Buy One Get One (BOGO) promotion at that timeShe stated she was quoted her bill would be $per month and that her stolen phone would be placed on a Seasonal Standby plan However, her invoice increased more than what she believes she was quotedAs a result, she is requesting we review this matter Ms [redacted] also expressed her dissatisfaction with the level of customer service experienced while attempting to resolve her concern We reviewed Ms [redacted] ’s account and confirmed phone number ending [redacted] leased an iPhone 6s on November 19, In addition, a new line of service with phone number ending [redacted] was added on the same day for the iPhone 6s BOGO promotion Both of these phone numbers subscribed to an unlimited service plan There was also proration for the phone number ending [redacted] as it was added in the middle of a billing cycle This resulted in the subsequent invoice reflecting a higher balance On January 17, 2017, phone number ending [redacted] was changed to the Seasonal Standby plan and phone number [redacted] remained on the unlimited plan As a result of the Seasonal Standby plan, the BOGO promotion did not award as the plan requirements were not met according to the terms of the offer In an effort to reach an amicable resolution regarding this matter, and due to any possible misunderstanding at the point of sale, we canceled phone number ending *** Credits were previously applied by customer service representatives to address the service plan and cost dispute In addition, credits were applied for one iPhone lease charge for the BOGO not awarding from November to the date of cancellationGoing forward, Ms [redacted] has one active line of service and will be assessed the lease charge for one iPhone 6sWe provided her with a breakdown of her cost going forward We consider the matter fully addressed and resolved We appreciate Ms [redacted] taking time to provide details of her experience with our store representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

November 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Andrew J [redacted] Sprint Account XXXXX [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed with your office by MrAndrew J [redacted] We appreciate the opportunity to address his concerns once again Based on the information provided in his rebuttal inquiry, MrJ [redacted] advised that he paid off a Samsung Note and Note 5, and that they were previously unlocked; however, he has not been able to use these phones with another carrier He also advised that the phone number ending in [redacted] ported to another carrier, and he was unable to trathe LG device for reimbursement because the lease agreement was tied to another phone number Additionally, MrJ [redacted] advised that he believes Sprint suspended service on two of his numbers as retaliation for switching carriers And last, MrJ [redacted] stated that he disputes the account balance due to all of the aforementioned issues, and requested that Sprint negate his entire account balance MrJ [redacted] has requested clarification regarding Sprint’s unlocking policies regarding the Samsung Note and Note devices purchased in June 2014, February 2015, and January 2016, respectively, and activated on Sprint's network MrJ [redacted] has indicated that he would like these devices unlockedUnlocking 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 MrJ [redacted] ’s Samsung Note devices that were associated with the phone numbers ending in [redacted] and are not eligible for MSL unlocking because the account is not in good standingFurther, we confirmed that MrJ [redacted] ’s Samsung Note devices that were associated with the phone numbers ending in and [redacted] are not eligible for unlocking (enabling the SIM slot) because MrJ [redacted] has not satisfied the lease terms, and the account is not in good standing In order for Sprint to process MrJ [redacted] ’s device unlock requests, he will need to remit payment for the lease cancellation charges and device purchase prices for the phone numbers ending in and ***, as well as the remaining account balance We conveyed this information to MrJ [redacted] during our conversation on October 19, During that conversation, MrJ [redacted] advised that he moved some of the noted phones to other numbers on the account that were not associated with the original lease agreements We advised him that customers can move their equipment between their phone numbers; however, the lease agreements do not follow the equipment Also, some of the numbers are no longer active, and we cannot move or make any changes to those agreements Additionally, we confirmed that his service had been suspended for a past-due balance As a gesture of goodwill, and because MrJ [redacted] s advised that the end users could not utilize their phones for a month, we applied credits totaling $to his account to offset one monthly plan charge for the phone numbers ending in and *** Although the lease cancellation charges are valid, and we were unable to identify a Sprint billing error related to this matter, in our effort to reduce MrJ [redacted] ’s payable balance to Sprint, we offered to send packages to MrJ [redacted] to facilitate the return of his phones in exchange for waiver of the remaining lease charges and the device purchase prices We advised MrJ [redacted] that all phones must be in good working condition, with no physical damage MrJ [redacted] accepted our offer and we sent return packages to his billing address to facilitate the return of the following devices: a Samsung Galaxy Note (serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), a Samsung Galaxy S(serial number [redacted] ), and a Samsung Galaxy S(serial number [redacted] ) We advised that after we receive these devices, and all credits have been applied to his account, he will owe for the monthly service charges totaling approximately $MrJ [redacted] has since declined to return these devices Therefore, we determined that all charges assessed to his account are valid, and credits will not be issued to offset the cancellation charges and device purchase prices without the return of the devices in like-new condition This offer is valid for the next days, should MrJ [redacted] reconsider Sprint appreciates MrJ [redacted] ’s past patronage and regrets his continued dissatisfaction As previously outlined, however, no account credit is warranted because the noted remaining balance represents valid service, lease cancellation and lease device purchase price chargesAlthough MrJ [redacted] may disagree with our findings, we are confident that his concerns have been fully addressed, and as such, all further inquiries regarding this matter will be met with the same response If MrJ [redacted] needs further assistance or decides to take advantage of our offer to accept return of the aforementioned devices in like-new condition, he can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX Sprint Case 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] expressed her dissatisfaction with our requiring the return of one of her devices as a result of a recent equipment upgrade transaction, advising that the device she is to send back to us is associated with another line of service due to an equipment swap between lines on her Sprint account Ms [redacted] requested that we allow her to return the device associated with the line of service involved in the upgrade instead We regret any misunderstanding that may have occurred regarding the terms of Ms [redacted] ’s noted device upgradeOur records reflect that Ms [redacted] upgraded the device associated with her referenced line of service on November 13, 2107, prior to the satisfaction of the equipment finance agreement corresponding to that line of service As a result, and pursuant to the terms of that agreement, we require the return of the equipment financed in that agreement Our records further reflect that the device to be returned to us, as noted above, is currently associated with another line of service on Ms [redacted] ’s account and that she used her upgrade opportunity to replace equipment previously associated with a different line of service on her account We spoke with Ms [redacted] on December 7, 2017, and explained the information outlined aboveWe also assured her that, based on our review, we are unable to identify any error on the part of Sprint regarding her disputeWe informed her that, regrettably, she will need to return both the iPhone Plus device and the iPhone gold device to honor the terms of her finance agreementsWe also informed Ms [redacted] that, upon our verification of our receipt and the condition of her devices in our warehouse, we will credit any finance cancellation charges associated with the leases for both of those devicesIn addition, as a one-time courtesy, we applied a credit of $to her Sprint account to offset the upgrade fee reflected on her MONTH invoice Ms [redacted] acknowledged that our actions resolved her dispute satisfactorily We regret any inconvenience these issues may have caused Ms [redacted] If we can be further assistance with these concerns, she can contact me directly by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

May 2, 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] on behalf of [redacted] submitted on April 7, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with experiencing extended hold times upon contacting our Customer Care group as well as the unfavorable customer service experience they have encountered while attempting to resolve their account concernsIn addition, Ms [redacted] expressed her dissatisfaction with the cost of their monthly recurring charges exceeding $per month, after being informed that their price plan have expired and was required to update their existing planMs [redacted] requested that Sprint review these matters, update their price plan to reflect the referenced amount and respond accordingly Sprint has reviewed Ms [redacted] ’ complaintWe are aware that on occasion customers may experience extended hold times when contacting our Customer Care groups by phone, due to various factors Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representative Ms [redacted] may visit our web site, www.sprint.com, and login to her MySprint account to perform general account maintenance and to make payments Ms [redacted] may also use her Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information Our records indicate that the account was established by Mr [redacted] in January 2011, which is associated with two lines of services Additionally, he upgraded the devices associated with the two lines of services, which were activated via Sprint’s Leasing program effective March 17, Upon further review of his account, we confirmed that Mr [redacted] contacted our Customer Care group on May 27, 2015, and requested to update his price plan to the Data Shared plan, which included limited data allowance with the waiver of the Phone Access charge per line/per month until June The price plan update became effective on June 2, Please note that the cost of the monthly recurring charges include an Employee Discount, Total Equipment Protection (TEP) plan, monthly lease charges per line/per month and applicable taxes and fees Upon the expiration of the Phone Access charge per line/per month, the cost of the monthly recurring charges increased Our records further indicate that Ms [redacted] contacted our Customer Care group on September 8, 2016, to report the increase of their monthly recurring chargesAt that time, Ms [redacted] was advised of the expiration of the waiver of Phone Access charges, which increased their monthly recurring chargesTherefore, our Customer Care group offered and Ms [redacted] accepted to update their price plan to a High Speed Data Shared plan with an increase in the limited data allowance In addition, a credit was applied to their account for the Phone Access charges as indicated on the September billing statement Please note that the cost of the monthly recurring charges include an Employee Discount, Total Equipment Protection (TEP) plan, monthly lease charges per line/per month and applicable taxes and fees Upon completion of the price plan updates on May 27, and September 8, 2016, Sprint sent Mrand Ms [redacted] e-mail notifications, which provided a clear disclosure of their monthly recurring charges/equipment purchase, and all other applicable fees and chargesBased on our review, we were unable to identify any miscommunication regarding the terms of their plan or other monthly charges on Sprint’s part during the price plan selections In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer a one-time adjustment of $to the account, offset the price difference for four months of services We attempted to contact Ms [redacted] via phone and e-mail on April 12, and of 2017, and mailed a letter to the address on file on April 18, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a response from Ms [redacted] Therefore, we continued with our contact efforts to Mr [redacted] on April 21, 24, and of 2017, to relay the aforementioned information and resolution to him, without success Subsequently, we received an email correspondence from Ms [redacted] on April 27, 2017, advising us that Mr [redacted] is unavailable to speak with the undersigned directlyIn a final effort to speak with Mrand Ms [redacted] , we attempted to contact them again via phone and email on April 28, 2017, without successShould Mror Ms [redacted] have any questions and/or concerns pertaining to the information discussed herein and wish to accept our proposed offer, we encourage them to contact the undersigned directly at the phone number noted below within days from the date of this response Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, 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 account In 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 Ms [redacted] with the concerns raised in her complaintWe look forward to speaking with Mrand Ms [redacted] and encourage them to contact us at their earliest convenience We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review and will utilize her input to improve our training and processes We regret any inconvenience that Mrand Ms [redacted] may have experienced while attempting to resolve their account concerns If we can be of further assistance, Mror Ms [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

[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: my contract was for two years with the ending date with the ending date of 5/23/ I should not have to pay for the time from 5/through 6/17/I terminated the contract on 6/23/and fufilled my end of the contractSprint is forcing me to extend my contract until June Unacceptable Regards, Sheila F [redacted]