Sprint Corporation

Tell us why hereJune 16, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] on behalf of [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] on behalf of Mr [redacted] submitted on June 8, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s follfiling expressed her dissatisfaction with our customer service representatives while attempting to correct her billing issuesSpecifically, stating that the promotional lease credits are not being applied to her account as part of Sprint’s 50% off iPhone promotional offer, as well as spending several hours attempting to correct this matterMs [redacted] stated that our Customer Care group informed her on April 7, 2017, the issue would be corrected within three to five days; however, her billing concerns remain unresolvedAs a result, Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly According to our records, Ms [redacted] upgraded the devices associated with phone lines ending in [redacted] and [redacted] on December 24, 2016, by activating an iPhone Plus Gold 32GB and an iPhone Black 32GB devices via Sprint’s Leasing program during the 50% off iPhone promotionPlease note for a limited time, a promotional offer was available for phone lines ending in [redacted] and [redacted] for the 50% off iPhone promotional offerSelective qualifying customers can receive 50% off iPhone upon upgrading via Sprint Leasing programFurthermore, the credit will award on the bill within three billing cyclesThere may be accounts where more than one line is upgrade eligible but not all upgrade eligible lines will be targeted for this offerThis offer is targeted by line of service and not by account Upon further review, on December and of 2016, Ms [redacted] upgraded the devices associated with phone lines ending in [redacted] and ***, by activating an iPhone Silver 32GB and an iPhone Black 32GB device via Sprint’s Leasing programPlease note, the above phone lines were not selected for the 50% off iPhone promotionWe were unable to substantiate Ms [redacted] ’s claim pertaining to the eligibility of the 50% off iPhone promotion offer for phone lines ending in ***, [redacted] and *** Based on our account review, we confirmed that phone lines ending in [redacted] and [redacted] are eligible for the 50% off iPhone promotional offerHowever, due to an inadvertent error, Ms [redacted] did not receive the promotional lease credit associated with phone lines ending in [redacted] and [redacted] until May 2017, as reflected on her May billing statementTo resolve this matter, we applied a credit of $to offset the above-referenced promotional offer from January through April billing periods We spoke with Ms [redacted] again on June 5, 2017, to further discuss her account concerns and reiterated the aforementioned information to herAs a result of our discussion, Ms [redacted] requested that we further investigate this matter and apply the appropriate adjustments to her account for the term of each Lease AgreementAccordingly, we complied with Ms [redacted] ’s request and agreed to further investigate her concerns and follwith her upon completion of our final investigation On June 14, 2017, Sprint added the 50% off iPhone promotion offer to phone lines ending in 5612, [redacted] and ***Therefore on June 15, 2017, we applied a credit of $ to offset the above-referenced promotional offer from January through June billing periodsWe attempted to follwith Ms [redacted] , without success We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] as a customer and have forwarded her feedback to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matterIf Ms [redacted] has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free 1-855-848-ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

January 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry 12568931, Carol A [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MsA [redacted] stated that she made a future dated payment arrangement to pay her balance However, the payment was drafted earlier than the agreed upon date She requested that the payment made be refunded to her As stated in our Terms and Conditions of Services, payments are due upon receipt However, 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 available However, not all payment arrangement requests can be honored We spoke with MsA [redacted] on December 26, 2017, and discussed her concernsBased on our findings, we have verified that the payment in question was refunded to her banking institution as requestedAdditionally, we have credited the payment return and late fee posted to MsA***’ account due to the payment processing errorFurther, we accepted payment for the past due balance on her account per her requestMsA [redacted] verified that this resolved her payment concern at this time We regret any inconvenience these matters may have caused If we can be of further assistance with these issues, MsA [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 16, Revdex.comWard Parkway, Suite 401Kansas 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 Mr [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he received a promotional offer to buy one device and he would get a second device free He stated the he paid off one of the devices early and the promotional service credit on the remaining device was removed As a result, he requested to have the charges for the device that should be free removed During our conversation with Ms [redacted] ***, an authorized user on Mr [redacted] ***’s account on August 14, 2017, we explained that in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing As stated in our BOGO offer, for a limited time, customers who bought one Samsung Galaxy Sdevice can get one Samsung Galaxy Sdevice free In order to take advantage of the buy one get one free promotional offer customers would be billed monthly for one of the devices and a recurring credit would be applied to the account for a period of months to offset the monthly charge for the second device Further, as stated in the Terms and Conditions of that promotional offer, customers who take advantage of this offer and upgrade, cancel, payoff, or perform a Change of Ownership of their monthly installment agreement, will no longer receive credits for this offerOur records reflect that when Mr [redacted] paid off the monthly installment agreement for phone number ending in ***, the recurring credit for the free device was removed as stated in the terms of the promotional offer However, since we value their business, to emulate the buy one get one free offer, we cancelled the installment agreement number [redacted] associated with phone number ending in [redacted] and applied a credit in the amount of $$to remove the remaining balance owed on that device Ms [redacted] confirmed that the issue is resolvedWe regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, Mror Ms [redacted] can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer F.Executive Services Analyst

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that after satisfying her month lease agreement that she opted to return her Apple devices instead of paying to own them; however, she has not received the return packing to return the devices She requested that we mail her the return kit as promised so that the there is no negative reporting reflected on her credit reporting We regret any misunderstanding that may have occurred related to Ms***’s Sprint account/return request and any delay she may have experienced in resolving this concern Our records reflect that Ms [redacted] canceled her services for the lines ending in [redacted] and [redacted] on December 14, and ported the line ending in [redacted] to another wireless carrier on December 20, Our records further reflect that Ms [redacted] accepted a lease agreement for two of the lines on December 19, Because she terminated her services prior to the satisfaction of that lease agreements, we accelerated her lease pay-off balance and assessed that amount, totaling $507.60, to her Sprint account, pursuant to the terms of her lease agreement During our conversation with Ms [redacted] on January 17, 2017, we advised her of the information above We also confirmed that the return kit was ordered on January 10, In our follinteraction with Ms [redacted] on January 19, 2017, she confirmed receipt of the return kit and explained that she would only being sending back one of the devices and that her new carrier would reimburse her for payment of the other We received the Apple iPhone 6s Plus device on January 24, 2017, and applied credit to the account totaling $to offset the lease cancellation and purchase amount Thereafter, her canceled account now reflects a balance for $for the Apple iPhone device that she opted to keep Ms [redacted] understands that she is responsible for the remaining account balance We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms***, as well as the loss of her business If we can be of further assistance related to these concerns, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna JExecutive Services Analyst

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described unfavorable customer experiences from our representatives during her attempts to discuss a billing concern, stating that the charges are higher than she expected, and she has been unsuccessful in receiving an explanationShe requested an explanation of the charges and that we apply credit to her account to offset the erroneous charges as well as compensate her for the level of customer service that she has received We appreciate Ms [redacted] ’ taking the time to provide us with details regarding his 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 regret any misunderstanding that may have occurred related to Ms [redacted] ’ Sprint billingDuring our June 7, 2017, conversation with Ms [redacted] , we explained the charges that are reflected on each of her invoices, and advised that we are unable to identify any error on the part of Sprint; therefore, we sustain that her monthly charges are valid Ms [redacted] indicated her understanding of our explanation but reiterated that the referenced information was not properly explained to her during her interactions with our Customer Care departmentAlthough the charges are valid, as a one-time courtesy, we applied credits totaling $to her account to offset the late fees that are reflected on her last three invoicesThose credits will be reflected on her next invoice We are pleased that we were able to reach an amicable resolution, and Ms [redacted] is satisfied with the actions that were taken on her accountIf we can be of further assistance regarding these matters, she can contact me 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, Tiffany G Executive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on June 28, We appreciate your assistance in bringing our customers' concern to our attention According to the information provided, Ms [redacted] states that she was advised that she had a grace period after the due date to remit payment for her invoices; however, she continues to incur late fees and service interruptions Ms [redacted] further states that she requested to suspend her daughter’s line until she can obtain a new device and states that she is receiving invoices every three weeksAs a result, she is requesting that we review our billing practices and change her due date to the twelfth of each month As we discussed with Ms [redacted] on July 5, 2017, respectfully we do not currently provide a grace period, as late fees are assessed to any outstanding balance not paid by the due date posted on your invoice Our records show that Ms [redacted] ’s billing cycle was changed on May 12, 2017, to provide a due date for the 14th of each month; however, this date may change a day or two depending upon the amount of days for the month When the billing cycle change occurred, two invoices generated within a period Going forward she will only receive one invoice per billing period Due to any possible misunderstanding regarding the bill cycle change and in an effort to resolve this matter, we applied courtesy credits totaling $to her account to offset the charges reflected on the bill dated June 16, With these credits, Ms [redacted] ‘s account reflects a balance due of $168.41, which will be due on July 14, Further, we verified that telephone ending [redacted] was suspended as of June 10, Sprint regrets any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christine GExecutive Services Analyst

December 7, 2016&n**p;Revdex.comWard Parkway, Suite 401Kansas City, MO&n**p; 64114&n**p;Re: &n**p;&n**p;&n**p; Revdex.com Complaint ID [redacted] &n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p; Sprint Account XXXXX***, [redacted] &n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p; Sprint Case [redacted] &n**p;To Whom It May Concern:&n**p;Sprint is in receipt of the rebuttal complaint of Mr [redacted] .&n**p; We appreciate your assistance in bringing our customers’ concerns to our attention once more.&n**p; &n**p;According to Mr [redacted] ’s complaint, he expresses his dissatisfaction with the level of customer service received while attempting to have equipment charges removed from his accountHe further states that portion his concerns have been addressed, but he has not received a full refund of the upfront equipment cost that he paid at the point of saleMr [redacted] is requesting a refund.&n**p; &n**p;We spoke with Mr [redacted] on December 5, 2016, regarding his disputeHe advised that he has received a full refundAs a result of this action, this matter has been fully addressed and resolved.We appreciate Mr [redacted] for taking the time to provide us with details of his recent customer service experience.&n**p; We are continually striving to improve the quality of service provided to our customers.&n**p; Please be assured that we value customer feedback and will utilize this input to improve our training and processes.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***.&n**p; I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time.&n**p;Sincerely,&n**p;LaToya [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meChristopher has been a great help and I am forever grateful to himThank you all very much for all your help in this matterThank you ??Have a wonderful weekend Sincerely, [redacted]

July 25, 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 June 27, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the charges assessed to her account, upon the completion of a change of ownership As a result, Ms [redacted] requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Ms [redacted] on July 7, 2017, to discuss the details of her complaint At that time, we advised her that we would review her account concerns and follwith her accordingly According to our records, Ms [redacted] established a Sprint account with phone line ending in [redacted] on May 19, During this sales transaction, she activated an iPhone device via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 devices 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/lease In addition, Ms [redacted] activated service on phone line ending in [redacted] by purchasing a Samsung Jdevice via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease and 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 her plan or other monthly charges on Sprint’s part during the activation of her current plan Sprint has confirmed that on June 10, 2017, Ms [redacted] ’s change of ownership request was successfully completed on her account for phone lines ending in ***, ***, and *** Our records further indicate, Ms [redacted] activated phone number ending in ***, [redacted] and [redacted] with her existing Sprint devices Upon further review, on July 10, 2017, Ms [redacted] contacted our Customer Care group to request the cancellation of phone lines ending in ***, [redacted] and *** Therefore, on July 11, 2017, Sprint’s Customer Care group terminated the aforementioned lines per Ms [redacted] ’s requestIn addition, Sprint’s Customer Care group applied a monthly service credit of $per month to offset a portion of the monthly recurring charges until March 22, Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 10, 12, and of 2017, to relay the aforementioned information and resolution to her Unfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on July and of 2017, without successShould Ms [redacted] have any questions and/or concerns pertaining to the information and resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

April 11, 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he recently completed a change of ownership on several subscriptions on his account, however; we failed to transfer the accessory installment billing agreements that were initiated by the subscribers that were moved from his account As a result, he is requesting that we transfer the accessory installment agreements to the proper account During our conversation with Mr [redacted] on April 11, 2017, we apologized for any inconvenience he may have experienced as a result of this issue Further, we advised Mr [redacted] that accessory installment agreements must remain on the account they originated on Although, the accessory installment agreements are valid, in an effort to reach an amicable resolution, we agreed to cancel the accessory installment agreements and reduce the pay-off to $ Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives 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, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] To The Staff of Revdex.com thank you so much for your help!! .Without you I would still be crying .Blessings to all

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] I told I told Sprint I will not accept that offer because that is unacceptable that they offer something for free and now I would have to pay money for it if I had a way I would get out of this contract and go somewhere else I've had problems with Sprint for years now and this is just the icing on the cake my next step is I'm going to report them to the FCCI think it's so stupid for a company to offer something for free and then not have it and then make the people or person have to pay it to get it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

March 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] claims that fraudulent activity has occurred on her account and has no knowledge of new lines of service added on her account or access without her authorization Our Fraud Management group has reviewed this account and confirmed that fraudulent activity has occurred We have taken the necessary steps to secure the account and correct any unauthorized changes madeAdditionally, our Fraud Management group has applied all appropriate account credits for the fraudulent charges incurred on the account as a result of this We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms [redacted] can reach me at the 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

Complaint: [redacted] I am rejecting this response because: As stated in my original complaint I want the iPhone at no cost to me and the bill at the rate promisedDealing with Regina Segilos, as stated in my original response, was like dealing with a self involved teenager who was condescending and unprofessionalOn several occasions she would schedule a call and never return the callInstead of dealing with my issue she would say things like "Geez, I don't even have an iPhone 7"To which my reply is that is not my problem.My problem is I was offered something that was not given to me.I accepted the service credit for the aggravation this has caused but that is only part of an acceptable resolution.As also stated in my original response, I have been working with the location where this occurred and my last communication with the Lake Mary Florida store owners district manager Beau stated they are going to either send me a check for or credit my credit card for the full retail cost of the iPhone This was a week ago and several attempts to contact this individual have been fruitlessI will consider this matter closed once the store owners follow up wit their offer and not before.Regards, Douglas F [redacted]

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that he accepted an offer to Lease One Get One (LOGO) on an Apple iPhone and get another Apple iPhone for free by receiving a monthly service charge; however, he continues to be billed for his second iPhone device As stated in our past promotion, Lease One iPhone or Plus and Get Another Lease On Us, beginning in March and for a limited time, new customers and eligible existing customers adding a new line of service who traded in an eligible Smartphone, could get an Apple iPhone (128GB or 256GB) with an 18-month lease on us The customer is billed the monthly lease charge and an account service credit will be applied monthly to offset the associated lease charge for the iPhone Credit will begin to reflect on the invoice within two bill cycles Our records reflect that Mr [redacted] did not qualify as he is on month lease agreements On August 1, 2017, we contacted Mr [redacted] to discuss his concerns in detail At that time, we contacted the management team of the Sprint retail location for further assistance in addressing Mr [redacted] ’s concerns and they contacted him on August 4, In an effort to resolve this matter and due to any possible misunderstanding that may have occurred, a onetime account credit in the amount of $was applied to Mr [redacted] ’s account to emulate the $account credit that he would have received for one of his 17-month lease charges Please note that account credits are not applied toward equipment installment billing or lease charges Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date As a result of this credit, Mr [redacted] 's account reflects a credit balance of $ This credit balance is non-refundable and will be applied towards future invoices We regret any inconvenience this matter may have caused Mr [redacted] 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 25, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate you bringing this matter to our attention In Ms [redacted] ’s complaint, she is disputing the outstanding balance on her account A review of Ms [redacted] ’s account records reflects that her account has been consistently past due Additionally, we found that Ms [redacted] obtained an iPhone device via our Sprint Lease program in November Our 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 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, you 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/lease During our conversation with Ms [redacted] , she advised that she turned in her leased iPhone device to *** Because that device is the property of Sprint, the lease cancelation and device purchase charges are valid Additionally, Ms [redacted] disputed an Asurion deductible from October 2016, as well as a reconnection fee Although these charges are valid, we applied credits totaling $ As a result, Ms [redacted] ’s account reflects a balance due of $1,for the previously-referenced lease cancelation and device purchase charge and services rendered If Ms [redacted] has any further questions regarding his matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

March 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] Dear Ms***: The above referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] , an authorized user on the account, stated that the billing amount has been incorrect each month, exceeding the prices quoted when the plan was set upHe stated that at that time he was informed that the monthly charges would be billed at $plus taxAs a result, he is requesting that the plan meet the price he stated that he was quoted and that a credit be applied to the account for the difference he stated that he was overbilled We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provideIn our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationFurther information can be viewed on our website, www.sprint.comWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Mr [redacted] ’ account and our records reflect that based on the Customer Summary provided at the point of sale, when he changed service plans, he is on the service plan he elected at that time and that the monthly rate charges are correct based upon that plan selectionOur records also reflect that based on the service plan elected, Mr [redacted] is being billed Access Fees for each of his four lines as well as a Subsidized Phone charge for each of the phone numbers on his account, as they are currently on two year service agreements, in lieu of leasing or installment agreements During our conversation with Mr [redacted] on March 10, 2016, we informed him of the above informationHowever, in an effort to amicably resolve his issue, we offered to apply a one-time $credit for the disputed portion of the billAdditionally, we provided waivers for the Access and Subsidized Phone charges on the accountThis offer is contingent that he remains on the current rate plan and no devices are purchased with a two year subsidized agreement in the futureMr [redacted] accepted this offerPlease allow 1-billing cycles for waivers to reflect on his billing We regret any inconvenience that these matters may have causedIf I can be of further assistance, Mr [redacted] can be reach me at the 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 C Executive Services Analyst

October 10, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on September 22, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the charges assessed to his accountMr [redacted] stated that he was advised that his monthly billing would be $per monthHowever, Mr [redacted] states his bill had increase to $per monthMr [redacted] requested that Sprint review his concerns and be provided the service plan offered Sprint has reviewed Mr***’s complaintAccording to our records, on July 3, 2016, Mr [redacted] upgraded phone numbers ending in [redacted] and [redacted] via Sprint’s month Installment PlanPlease note, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Further research on the account reflects Mr***’s service plan was updated to a Shared plan with limited data usage which includes Unlimited 2G speeds for all lines of services associated with his account for $per monthAdditionally, at the time of activation the $Loyalty credit was applied for phone numbers ending in [redacted] and [redacted] as reflected on the July billing invoiceHowever Mr [redacted] is not eligible for the $loyalty discount due to his current service planBased on findings we were unable to determine any billing errors on Mr***’s account, therefore the charges assessed to the account are validIn an effort to reach a satisfactory and mutually acceptable resolution, Sprint applied a one time credit of $to his account to offset the $Loyalty credit for months We spoke with Mr [redacted] on October 7, During our conversation, we relayed to above referenced information to himMr [redacted] expressed his satisfaction with the resolution providedWe regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Eastern Time Sincerely, /s/ Tracey [redacted] Tracey [redacted] Executive & Regulatory Services

October 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] T [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] T*** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] cited his dissatisfaction with service received while attempting to return an Apple iPad device Mr [redacted] stated that he went to his local Sprint store to upgrade his devices and was given incorrect information regarding the device adding a line of service to his Sprint account As a result of the information received, Mr [redacted] attempted to return the tablet device and his request was denied Mr [redacted] also stated that he received data charges and has turned off the data option on his device We appreciate Mr***’ taking time to provide details of his experience with our Sprint retail 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 his concerns have been forwarded to the appropriate managerial teams for further review We contacted Mr [redacted] on October 13, 2016, although we can’t verify any incorrect information, we agreed to cancel the tablet line with the return of the device Mr [redacted] has agreed and we have mailed a postage paid return kit to his address on file Once the device is received in our warehouse, we will remove any cancelation and monthly charges assessed to the tablet lineIn addition, Mr [redacted] will contact our office directly if data charges appear on his next invoice We regret any inconvenience these issues may have caused Mr*** If we can be of further assistance related to these concerns, Mr [redacted] 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, Twana TExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: When speaking to Sprint I stated multiple times that I DID NOT authorize any changes and that I DID NOT discuss any changes to my planI was also told that the sprint customer service agent would be coachedClearly, from the response Sprint has given here, that was a lieThis response states that I discussed a plan change when I did not and that there is no fault on Sprints end which is not what I was told on the phoneI do not want to do business with Sprint any longer as they have clearly lied to me on more than one occasionI was also told that Sprint has the "right" to change any plan without the customers consent as long as it makes the plan cheaper by at least a pennyThat is not right and I reject your offer Regards, [redacted] -***