Sprint Corporation

[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 asked for my phone back and they would not provide it to meRegarding them stating there is no proof of any Sprint negligence, the Sprint store PHONE number was the verification phone number on my phoneI did not add Sprint store phone number not the code, THE SALES REP DID! Having been a sprint customer for almost years, it saddens me that Sprint would treat a customer in this wayAs a result of my phone not being activated in the stated day, I missed important phone calls regarding the death of my father! Sprint has been both callous as well as apathetic towards my plight! I decline the resolution, because there has been no resolution! Regards, [redacted]

Executive & Regulatory Services POBox 169014, Irving, TX June 23, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that his monthly invoice should reflect $120, but he has been charged double for the past year He further stated that he has been unable to resolve his issue He has requested that his issue is resolved We attempted to contact him/her via phone and e-mail on several occasions to explain the charges on his/her monthly billing statements, clarify any specific charges in his/her dispute; unfortunately, he/she has not responded After completing a review of [redacted] ’s Sprint account for services utilized between January and June 2017, we were unable to identify any billing errors We attempted to contact Mr [redacted] by telephone and e-mail on June and 23, 2017, to discuss this matter in detail Unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account Mr [redacted] should have his PIN and security information available when he contacts If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst [redacted]

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] L [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] L*** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the delay in receiving a promotional award recently offered to him via our Love My Credit Union program, advising that his multiple attempts to participate in the program have been deniedMr [redacted] requested that we apply the promotional amount to his credit union account as offered or provide a check of that amount in lieu of the promotional deposit We regret any misunderstanding that may have occurred regarding Mr***’ registration for our Love My Credit Union program Our records reflect that we received his program registrations on March and 22, 2017, and that we processed two $promotional funds transfers to his credit union account on each day, for $100, for a total award of $400, meeting his request We spoke with Mr [redacted] on July 10, 2017, and explained the information outlined above He confirmed receipt of the four payments and advised that our actions resolved his concerns We regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive 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

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

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

Sprint Account # XXXXX***, [redacted] Sprint Case # [redacted] Revdex.com Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that her account was reinstated without her consent by her childrenMs [redacted] requested the cancellation of her account and charges waived Sprint has investigated Ms***s’s concernsOur records indicate Ms***’s account was cancelled on September 26, However, her account was reinstated after a request by an authenticated caller on September 26, We attempted to contact Ms [redacted] via phone and e-mail on multiple occasions to explain our findings, clarify any specific charges in her dispute and address any additional concerns she may have with the charges reflected on her account; unfortunately, she has not responded We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account or her request to cancel serviceMs [redacted] should be advised that in order to discuss the details of her account, and cancel her account, she must be able to authenticate her accountAs a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts us Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need and disclosing customer information unless authorized by the customer or otherwise permitted by law For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms [redacted] may visit our website at sprint.com/legal/privacy.html If you have any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive 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

June 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] 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’ concern to our attention According to the information received, Ms [redacted] expressed her dissatisfaction with network service in her local service area and unresolved billing issues As a result, she is requesting to cancel her services without any cancellation fees As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We regret that Ms [redacted] ’s experience with service in her service area is falling short of her expectations We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area Our records reflect that Ms [redacted] ’s address on file is within best coverage In best coverage, some small pockets of poor service may occur based on obstructions, foliage, and terrain, but should be rare or infrequent During our conversation with Ms [redacted] , we advised her that our records reflect that she upgraded to new devices on phone number ending in [redacted] on December 2, 2016, and phone number ending in [redacted] on December 5, 2016, via the Sprint Lease option and agreed to monthly lease payments as stated on her lease agreements The Sprint Lease program is 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 payments vary 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, customers can purchase the leased device and own it outright, return it to us undamaged, or return it to us undamaged and upgrade to a newer-model device For further information regarding Sprint Leasing, customers can visit our website at www.sprint.com/lease Respectfully, if she cancels her services prior to the fulfillment of the lease agreements, her account will be assessed the lease cancellation charges and end of lease purchase option price as stated in the lease agreements Although we sustain that the lease agreements are valid, in an effort to bring about an amicable resolution to this matter, we offered to credit the lease cancellation charges and the end of lease purchase price with the return of the undamaged devices to our warehouse As a result, postage-paid return kits were sent to the address on file This offer is valid for a period of days from the date of this response We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding her experience with 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 her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have causedIf Ms [redacted] requires further assistance with this matter, she 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, Jennifer FJennifer FExecutive Services Analyst

February 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 filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided in Mr***’ inquiry, he states that he cancelled the service on his account and returned two iPhone devices; however, he has not received a refund for returning the devices As a result, he is requesting that Sprint refund him $for the monies paid on his account During our discussion with Mr***, we confirmed that a refund for $was processed back to his credit card ending [redacted] on January 3, Additionally, we processed a refund of $on February 2, Mr [redacted] should allow days for receipt Mr [redacted] expressed his satisfaction with this resolution and our handling of the matter In discussing these matters with Mr [redacted] on February 2017, we thanked him for providing us with the details of his service and refund experiences We advised him that we are seeking ways to improve the quality of service provided to our customers We expressed our sincere apology for any inconvenience he may have experienced If Mr [redacted] needs further assistance with this matter, he may contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive 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:after giving a copy of the statement given by the seller, Mr [redacted] H refuse to see that I was lied to The Sprint seller gave me this statement while he made me sign a paper reflecting something else I will take this case to Small Claims Court I will write to the president of Sprint so he or she can see what kind of people is giving Sprint a bad name plus I am also contacting themedia Regards, [redacted]

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

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

[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]

Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’ filing, she stated that she was provided incorrect information regarding a phone promotional offer and price plan Ms [redacted] states that she is not receiving the price she was quotedTherefore, Ms [redacted] requested that Sprint review these matters, and adjust her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website via www.sprint.com have not deviated from the published information With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, Total Equipment Protection, additional purchases or subscriptions, could result in invoice balance changes Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his/her plan or other monthly charges on Sprint’s part during the activation of her current plan During our conversation with Ms [redacted] on October 9, 2017, we explained the above information As such, the charges reflected on her account are valid and we respectfully decline her request for credit We appreciate Ms [redacted] ’s taking time to provide details of her experience with our customer service representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

[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: They have run a bunch of tests in order to diagnose the problem without providing a recommended resolutionThat said if they are basically saying that this is the best they can do for me in the area, then say soI can make the case to my company and direct all users NOT to renew any of the Sprint contracts going forward, because of reliability concerns that have the potential to seriously impact our business in a negative waySimply citing the T&C as a way to indemnify themselves as the result of their inability to provide reliable service is their right, albeit a poor choiceAs a loyal customer of many years, I am disappointed to say the leastI plant to use every platform at my disposal to make it know of the issues in the area Regards, Perry A***

[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]

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

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Richard [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention and regret that led to Mr [redacted] ’s contacting your agency again In the information provided in his follinquiry, Mr [redacted] expressed his dissatisfaction with our response to his initial filing, in which he brought forth network service level and billing concernsHe also described unfavorable customer experiences during his attempts to address those issues We regret any remaining misunderstanding that may exist related to our network in Mr [redacted] ’s local area We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers As stated in our Terms and Condition of Service, coverage is not available everywhere and varies Our coverage maps provide high-level estimates of our coverage areas when using services outdoors under optimal conditions Coverage and service speeds are not guaranteed Coverage is subject to change without notice Additional information regarding our services and coverage maps is available on our web site at www.sprint.com Our research into Mr [redacted] ’s reported coverage issues revealed that our network serving the area near Mr [redacted] ’s billing address of record was operating within parameters during the timeframe he referencedHowever, we have marked the area for our network engineers to review for possible future enhancements As also outlined in our Terms and Conditions of Services, payment is due by the due date reflected on customers’ invoices We realize that situations may arise that prevent customers from making required payments by the due dates, and Sprint can assist with payment arrangements if available However, not all payment arrangement requests can be honored We have reviewed Mr [redacted] ’s account and recent communications to Sprint Our records reflect that we have worked with Mr [redacted] on multiple occasions in an effort to bring his account balance current and that we previously notified him that his account balance was past due In addition, we previously explained to him that we may at any time, based on usage history, withdraw or change services or place limits or conditions on the use of our services We unsuccessfully attempted to reach Mr [redacted] on September 13, 15, and 18, 2017, via telephone and e-mail to discuss any remaining concerns he may have related to his reported concerns We also mailed a letter to him at his billing address on file requesting that he contact us directly for assistanceIn response to this follinquiry from him, we made additional attempts to reach Mr [redacted] via telephone and e-mail on September and and October 2, 2017, but again have been unable to reach him We appreciate Mr [redacted] ’s taking time to provide details of his 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 Mr [redacted] We again believe that we can fully address his reported issues, and we look forward to having the opportunity to do so As such, if these concerns remain unresolved, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

Thank you so much for your response I was contacted by an agent from the company and although I still do not understand their accounting practices I was so fed up with dealing with them I paid them a total of $which is what there new tabulation was just so I could be done with this mess My biggest complaint still remains the handling of their customer service, I see no reason why someone should have to be bounced around to different agents and explain the same story only to receive a different rational for billing Sprint does not abide by good business practicesThank you again for your assistance, [redacted]