Sprint Corporation

[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] All though I do not agree with the statement made by Sprint that I never requested a rate change-that was my main reason for going into the Sprint store March 11-I can see that it is pointless to argue the specifics with themMy only choice was to take the credit they offeredIt is the best resolution I could get, so will have to accept it Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: Thank you for your help I do accept what Sprint has offered me 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] ***

May 4, In his inquiry, Mr [redacted] states that he purchased a device via a third party He states that he visited the Sprint store and the store representative informed him that the device was clear and good for activation Mr [redacted] further states that representative setup an account on a month-to-month service plan with no credit evaluation Mr [redacted] states that when he realized that there was an error in setting his account with a service agreement, he spoke with a representative who submitted a request to have his device unlocked Mr [redacted] states that he decided to port out his number, and is seeking assistance with the account billing and the unlocking of his device As a result, he requests that he be refunded for the activation fee, reimbursement for the new device he purchased with his new carrier, and the removal the two-year service agreement We spoke with Mr [redacted] regarding his account and device concerns During our discussion with Mr [redacted] , he stated that he was informed that he would not have a service agreement and believed that this account was setup on a month-to-month service plan We confirmed that Mr [redacted] owned his device and that no service agreement was required We also submitted a request for the unlocking of his iPhone device Respectfully, we are unable to provide a refund for the purchase of his new device with his new carrier Mr [redacted] indicated that he understood and requested that he be refunded for the activation fees We agreed to follwith Mr [redacted] regarding his account billing, refund request, and the unlocking of his device We attempted to follwith Mr [redacted] on April and 28, 2017; however, we were unsuccessful in reaching him Since that time, we confirmed Mr [redacted] ’s account received a full credit for the service charges reflected on the March billing statement We also adjusted the ETF and activation fee and confirmed that the iPhone device associated with phone number ending in was unlocked We regret any inconvenience this matter has caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can reach me toll-free at ###-###-####, extension *** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the two month delay in getting her iPhone Plus screen repaired She also expressed her dissatisfaction with the inability to receive a status update from the store over the phone Therefore, she is disputing the charges that were being assessed during this time We are pleased to advise you that we spoke with Ms [redacted] today, resolved her concerns to her satisfaction We processed an order for her to receive a replacement device at her billing address on file within the next five to seven days As a courtesy, we applied one-time service credits totaling $to her account to offset the charges incurred for that line while she waited We advised Ms [redacted] that we apologize for any inconvenience that this matter may have caused and her feedback will be used to improve our processes Ms [redacted] acknowledged her acceptance of this resolution If Ms [redacted] has any questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] - [redacted] described an unfavorable customer experience during her attempts to resolve a billing issue Ms [redacted] - [redacted] stated that she contacted Sprint and has been unable to have her billing concern resolved She requested that she be contacted by a member of management to resolve her concern and that she be compensated for her time and inconvenience On July 24, 2017, Ms [redacted] - [redacted] was contacted by a member of our escalation team and discussed her billing concerns in detail Our records reflect that Ms [redacted] - [redacted] paid the balance on her Lease Agreements; however, the payments were applied to service charges instead of her leases We also found that Ms [redacted] - [redacted] was not receiving her full discount for her devices and as a result, we applied a credit of $to offset the difference As a gesture of goodwill, we also applied an additional $credit to her Sprint account Ms [redacted] - [redacted] expressed her satisfaction with our resolution We appreciate Ms [redacted] - [redacted] ’s taking time to provide 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 customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If we can be of further assistance, we invite Ms [redacted] - [redacted] to 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 T Executive Services Analyst

May 10, Revdex.com Serving Greater Kansas City Ward Parkway, Suite Kansas City, MO [email protected] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 22, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’ filing expressed his dissatisfaction with his account being assessed Lease cancellation charges upon cancelling his Sprint account due to fraudulent activitiesMr [redacted] stated that he was informed credits will be applied to his account to offset the equipment cancellation chargesMr [redacted] requested that Sprint review this matter and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] ’ complaint and notes that this matter was successfully resolved by our Fraud Management group on September 23, Fraudulent activity was confirmed by our Fraud Management group, and we cancelled the fraudulently added lines of services associated with phone number ending in [redacted] and ***Additionally, we applied adjustments to Mr [redacted] ’ account to reverse the erroneous charges and related taxesWe spoke with Mr [redacted] on September 26, 2016, and provided him with our finding and resolutionAlso, as a one-time courtesy, we applied a $adjustment to Mr [redacted] ’ accountDuring that conversation he acknowledged the resolution Our records further indicate that Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] on September and of 2016, to another wireless service provider, prior to completing the terms of the 22-Month Lease Agreements; effectively cancelling his accountTherefore, Mr [redacted] ’ account was systematically assessed Lease cancellation and Lease Device Purchase Amount charges as indicated on the October billing statement Upon further review of our records, we confirmed on May 4, 2017, the devices associated with phone lines ending in [redacted] and [redacted] we received at Sprint’s Returns warehouseTherefore, we applied an adjustment of $to Mr [redacted] account to offset the Lease Device Purchase Amount charges, leaving him responsible for the Lease cancellation charges as reflected on the aforementioned billing statement We spoke with Mr [redacted] on May 9, 2017, and relayed the aforementioned informationDuring the call, Mr [redacted] expressed his understanding of the information provided and agreed to remit a payment for the balance owed on the account 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 a.mand p.m., Central Time Sincerely, Hakima [redacted] Hakima [redacted] Executive Analyst

May 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Mr***: On May 2, 2017, Sprint received a rebuttal statement submitted by your office on behalf of [redacted] According to the information provided, Mr [redacted] disagrees with our position, stating that he would not have purchased the accessories if he was not offered a $promotional credit towards the accessories We appreciate your assistance in bringing Mr [redacted] ’s additional concerns to our attention We regret any confusion regarding the promotional offer On May 3, 2017, we contacted Mr [redacted] to discuss his concerns in detail In an effort to resolve this matter and due to any confusion that may have occurred, we applied a credit of $to Mr [redacted] ’s account as a courtesy As a result of this credit, the account reflects a credit balance of $that will be applied to Mr [redacted] ’s next invoice 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

October 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 According to the information provided in Ms***’s inquiry, she states that she cancelled her account with Sprint, returned her device, and was led to believe she owed Sprint nothing; however, she has since received a bill for $Additionally, Ms [redacted] expressed her dissatisfaction with Sprint’s customer serviceAs a result, she is requesting that Sprint credit her account for the final charges Our records reflect that Ms [redacted] ported her wireless lines ending [redacted] and [redacted] to another service provider on September 18, We spoke with Ms [redacted] on October 25, 2016, at which time we addressed her account concernsBecause Ms [redacted] has elected to cancel her wireless service prior to the fulfillment of her service agreement and Lease agreement, she is responsible for the Early Termination Fee and Lease installment and cancellation charges associated with wireless numbers ending [redacted] and ***In an effort to reach an amicable resolution, we agreed to offset the lease installment billing and cancellation charges associated with wireless numbers ending [redacted] with the condition that she returns her device to us in good conditionOur records reflect receipt of Ms***’ return device and credits totaling $have been applied to her account to offset the lease installment billing and cancellation charges associated with wireless number ending ***Because Ms [redacted] indicated that she has elected to keep the Tablet device for wireless line ending [redacted] when she ported her number to the other service provider, we must sustain the Early Termination Fee associated with wireless number ending ***Ms [redacted] understood and advised that she will be remitting payment for the remaining balance of $ We appreciate Ms [redacted] for providing us with the details of her customer service experienceWe are seeking ways to improve the quality of service provided to our customers We apologize for the manner in which her concerns have been handled We assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured” Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer Ms***’ comments have been referred to the appropriate management team for review to implement changes where necessary We regret any inconvenience experienced as a result of this matter If we can be of further assistance, Ms [redacted] can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

April 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] Dear Mr [redacted] : The above-referenced inquiry has been forwarded to our office for reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] advised that he overpaid his Sprint accountHis account is now reflecting a $credit balance due to the overpaymentHe is requesting a refund of the amount he overpaid We spoke with Mr [redacted] on April 6, After reviewing his account, we determined that the credit balance reflected on his account was refunded by checkWe advised Mr [redacted] to allow to business days for receiptMr [redacted] verified that this resolved his concerns We regret any inconvenience that these matters may have causedIf I can be of further assistance, Mr [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 C Executive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the supplementary concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the supplementary inquiry, Ms [redacted] indicates that we advised her that a $payment would be remitted on her account via Autopay on April 24, She further states that $was remitted on her account on April 24, 2017, which she did not authorize As a result, she requests that $in account credits be applied to her account in regard to the matter Based on the information received from Ms [redacted] , she states that she had an unfavorable customer experience while attempting to address her concerns According to the information provided Ms [redacted] ’s previous inquiry, she indicated that she remitted the final monthly lease payment via Autopay for the account phone number ending in [redacted] on March 24, She also indicated that the associated End of Lease charge for the phone number ending in [redacted] was subsequently assessed on the April invoice and was reflected as past due She indicated that her account should not reflect a past due balance because Autopay, which is established on her account, would prevent a past due balance She also requested that the final monthly lease charge for the phone number ending in [redacted] as reflected on the March invoice be deleted Additionally, she requested that the lease balance for the phone number ending in [redacted] reflect a zero balance on the April invoice Ms [redacted] also disputed service charges assessed to her account and states that she changed her account’s service plan effective April 1, She further stated that she requested that the Total Equipment Protection (TEP) option be cancelled on several account lines of service with the change of service plan And last, she requested that the $Access Fee assessed on her account lines of service in conjunction with a previously provisioned account data share plan be refunded to her During our previous discussion with Ms [redacted] on April 20, 2017, we confirmed with her that the final lease payment for the phone number ending in [redacted] was remitted via Autopay on March 24, We also confirmed with her that the associated End of Lease charge for the phone number ending in [redacted] was subsequently assessed on her April invoice We advised her that that the above-referenced End of Lease charge would not be past due, as was reflected on her April invoice We advised her that we applied an account credit to offset the late fee assessed on her April invoice in view of any possible misunderstanding in regard to this matter We also confirmed with Ms [redacted] that remittance for the above-referenced End of Lease [redacted] will be processed via Autopay on her account on April 24, 2017, which will bring the phone lease balance to zero In accordance with Ms [redacted] ’s previous request, we also cancelled TEP on the phone numbers ending in ***, ***, ***, [redacted] and *** Our review of the account also indicates that the monthly charges previously assessed on her account in conjunction with a previously provisioned data share plan were valid We confirmed that the associated $Access Fee assessed with the data share plan on each of the account lines of service is valid As a result, we respectfully decline her request for a refund for this fee We also advised Ms [redacted] that the two-year service agreement associated with the phone number ending in [redacted] expired in December We advised her that the Subsidy Phone Charge (SPC) for the phone number ending in [redacted] reflected on the April would not be applicable and was subsequently cancelled To fully address the billing concerns brought to our attention, we advised Ms [redacted] that we applied account credits totaling $to offset the above-referenced SPC charge, a late fee, and TEP charges assessed for five lines of service on her April invoice The applied credits included taxes, applicable fees and surcharges Ms [redacted] indicated that her concerns were addressed to her satisfaction She also advised us that she will contact us should she have any questions regarding her account’s May invoice We subsequently spoke with Ms [redacted] and her husband, MrChristopher [redacted] , in regard to her supplemental concern in which Ms [redacted] disputes the $payment remitted on her account via Autopay on April 24, We agreed to further discuss the matter subsequent to our research in regard to the matter Unfortunately, we were unable to later reach Mrand Ms [redacted] to further discuss the matter with them However, our review of the account records indicates that we previously advised Ms [redacted] that $would be remitted on her account via Autopay on April 24, 2017, subsequent to our above-reference resolution in regard to her previous concern Our review of the account records also indicates that a $payment was not processed via Autopay Our account review indicated Ms [redacted] previously established an account payment arrangement on April 10, 2017, which superceded the Autopay process According to the established payment arrangement, Ms [redacted] had authorizing a payment to be processed in the account of $on April 24, Our review of the account records indicates that the $payment processed on April 24, 2017, was valid and in accordance with the establishment of Ms [redacted] ’s established payment arrangement Unfortunately, we are unable to provide additional account credits on the account in accordance with Ms [redacted] ’s request We appreciate Ms [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and will utilize this input to improve our training and processes If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] SExecutive Services Analyst

Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of [redacted] submitted on January 5, 2018, regarding Sprint’s actions to resolve her billing concerns We regret the circumstances that led Ms [redacted] to contact your office again According to Ms [redacted] ’s follfiling, she expressed her dissatisfaction with charges assessed to her account after she cancelled her service Ms [redacted] stated that she was assured that her account would receive credit in October 2017, by our Customer Care department; however, she stated that the credit was not applied to her accountAdditionally, Ms [redacted] stated that her attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, Ms [redacted] requested that Sprint review this matter and take the appropriate action Sprint has investigated Ms [redacted] ’s concernsAs stated in our prior response, our records indicate that Ms [redacted] contacted our Customer Care group on October 3, 2017, with a request to cancel her account At that time, Ms [redacted] was informed that Sprint advertises and provides services in monthly increments If services are terminated before the end of her billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in her service plan When Ms [redacted] contacted our Customer Care department on October 3, to cancel her service, her account was scheduled for cancellation on the last day of her billing cycle, on October 25, However, our Customer Care department assisted Ms [redacted] on October 14, 2017, with the cancellation of her account As a result, Ms [redacted] ’s account was assessed Lease Device Purchase Amount charges of $per line Due to Ms [redacted] ’s account being terminated prior to the end of her billing cycle, she received a prorated adjustment totaling $as indicated on her October billing statement We spoke with Ms [redacted] on January 25, 2018, to relay the above information Ms [redacted] stated that she returned one of the devices to Sprint’s Returns warehouse, and the other device was damaged In addition, Ms [redacted] stated that she prepaid her last month’s invoice and requested a refund We explained upon confirmation of the returned device, we will apply an adjustment of $to negate the Lease Device Purchase Amount charge However, the balance of $for the remaining Lease Device Purchase Amount charge is a valid At that time, Ms [redacted] requested an adjustment for the Lease Device Purchase Amount charge for the damaged device Unfortunately, we respectfully denied Ms [redacted] ’s request for the adjustment Furthermore, we informed Ms [redacted] , the last payment received was on October 6, 2017, in the amount of $for valid monthly recurring charges that was assessed to her accountAs such, we respectfully deny her request for a refundWhile we regret that Ms [redacted] may disagree with our response, we are confident that her account concerns was addressed to the best of our ability Upon receipt of Ms [redacted] ’s follfiling, we attempted to contact her on February 7, 2018, to reiterate the aforementioned information, without success Should Ms [redacted] require further assistance, we encourage Ms [redacted] to contact the undersigned at the phone number noted at her 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] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced regarding this matter If Ms [redacted] has any further questions about this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] indicates that her name is currently reflected as the account holder on the same account previously established in her husband’s name and identification information She also states that she requested that two phone numbers activated on another account established in her name be transferred to her current account She states that one phone number from the other account was not transferred to her account in accordance with her request She also disputes the subsequent service plan charges assessed while each phone number was provisioned on separate accounts And last, she requests that the Sprint discount provided through her employer be reflected on her current account As a result of the issues outlined, she requests that these matters be reviewed and that the service plan charges be corrected on both of the above-referenced accounts During our discussion with Ms [redacted] on February 17, 2017, we confirmed that the name of the account holder reflected on their current account was originally established in her husband’s name on August 6, We also confirmed that in accordance with their request, our Customer Care representative updated Ms [redacted] ’s name as the account holder on November 27, Ms [redacted] advised us that two phone numbers were previously activated on another account established in her name and that she requested that the two phone numbers be transferred to her current account We confirmed with her that one of the two phone numbers was transferred to her current account and that the other phone number was transferred several months later Additionally, we confirmed that the two phone numbers were each provisioned on the individual Unlimited Freedom Plan while activated on separate accounts We also confirmed that the two phone numbers were later provisioned on the reduced shared Unlimited Freedom Plan after both phone numbers were activated on her current account We advised her that the deeply discounted Unlimited Freedom plan is not eligible for further discounts to be applied through her employer’s discount with Sprint However, in view of any possible misunderstanding regarding t Ms [redacted] ’s employer’s discount, our Customer Care representative previously applied a one-time $goodwill account credit in regard to the matter As a further demonstration of our commitment to excellence, we applied $in account credits to offset the difference in charges assessed while the two phone numbers were provisioned on separate accounts on the individual Unlimited Freedom Plan And last, we applied a $credit to Ms [redacted] ’s previous account to offset charges assessed on the individual Unlimited Freedom plan prior to the associated phone number to being transferred to her current account She stated that her concerns have been resolved If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

April 9, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] expressed his dissatisfaction with the level of service he received from our Customer Care representatives while attempting to obtain a refund for an unused service payment he made prior to cancelling his Boost Mobile account We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience 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 that details regarding this concern have been forwarded to the appropriate managerial staff for further review We regret any delay in the processing Mr [redacted] ’s refund requestOur records reflect that Mr [redacted] processed an advanced payment on March 4, 2015, in the amount of $Our records further reflect that Mr [redacted] took action to cancel his advanced payment as of April 7, 2015, prior to when it would have been deductedHowever, as of April 8, 2015, Mr [redacted] ’s service payment was processed in errorAs of April 3, 2015, we forwarded Mr [redacted] ’s payment concerns to our finance team to further investigateWe are pleased to inform you that we have processed a full refund of Mr [redacted] ’s March 4, 2015, service payment back to his credit cared During April 6, 2015, e-mail conversation with Mr [redacted] we provided the information outlined aboveMr [redacted] confirmed that although he remains dissatisfied with how his refund request was initially handled all of his service issues have been resolved On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this matterIf you or Mr [redacted] has questions regarding this issue, you or he can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday 10:a.mto 6:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

July 13, 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 inquiry filed with your office by Mr [redacted] *** We appreciate the opportunity to address his concerns Based on the information provided, Mr [redacted] advises that he started experiencing problems with his phone about three weeks after purchase He further states that the store would not repair or replace the device, and he was referred to the manufacturer for assistance He further advises that he believes the manufacturer overcharged him for repairs, and he is requesting that Samsung provide a refund of $ He also stated that he believes Sprint should provide a refund for the payments he has remitted for his phone All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We contacted Mr [redacted] on July 11, 2017, to discuss his equipment concerns We explained to him that because he does not subscribe to TEP on phone [redacted] , if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Mr [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty During our discussion, Mr [redacted] confirmed that he received his repaired phone back from Samsung, and a refund of $ Although we were unable to identify a Sprint error regarding this matter, in appreciation of Mr***’s continued patronage, we applied a one-time credit to his account equivalent to one monthly plan charge We must respectfully decline his request to refund his equipment payments If Mr [redacted] needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

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, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he believes he was misinformed on service plan pricing He stated that he is paying higher than the amount he was quoted at the point of sale As a result, he is requesting that his rate plan be what he stated was presented at the point of sale 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 provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at 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, additional purchases or subscriptions, could result in invoice balance changes Sprint has reviewed Mr***’s account We regret any possible misunderstanding that may have occurred regarding the plan pricing We have confirmed that this matter was previously addressed by one of Sprint’s specialized Care groups We further confirmed that due to any possible misunderstanding regarding the noted service plan, we applied a recurring $monthly credit to the account for the next eight months to address the issueMr [redacted] confirmed that this resolved his issue If we can be of further assistance with this matter, Mr [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

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Jason [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MrJason [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that we are charging his Sprint account for an Apple iPhone 6S device that he obtained as part of a recent buy-one-get-one-free promotional offer and that he has been unsuccessful in resolving that concern with our representatives Mr [redacted] stated that he paid for the device in full; however, he continues to receive monthly charges for the installment agreement Mr [redacted] requested that we remove the charges for the equipment which he believes has been paid off We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s equipment billing As outlined in the terms of the referenced promotion, Sprint offered customers the option of purchasing one Apple iPhone 6S 16GB device via Sprint’s Month Installment program and getting monthly service credits to offset the cost of a second Apple iPhone 6S 16GB device Both installment agreements must remain active to receive monthly service credits During our conversation with Mr [redacted] , via email, on September 21, 2017, we explained the above information Additionally, we confirmed that Mr [redacted] elected to cancel one of the above-reference installment agreements As a result, these devices were not eligible for the above-mentioned promotion As a gesture of goodwill, and in an effort to reach an amicable resolution, we offered to apply monthly service credits totaling $to Mr [redacted] ’s Sprint account to offset the cost of the remaining months of the above-mentioned 24-Month installment agreement executed on June 17, Mr [redacted] accepted and confirmed that his concerns have been resolved to his satisfaction With the information in Mr [redacted] ’s account, we were able to identify the representative involved in his billing concerns Please be assured that this experience is not indicative of the level of service we expect from our employees The feedback he provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

August 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he visited one of our retail stores to upgrade his device He stated that he was told that he would continue to receive a loyalty credit each month that he was receiving for his previous device; however, he found out later that was not the case Mr [redacted] stated that he either wants to receive the credit or a check in amount of $Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Mr [redacted] may have received regarding his loyalty credit and appreciate his feedback regarding this issue The details of his experience will be forwarded to the appropriate managerial staff empowered to make changes in this area 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 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 pricingPer the terms of the previously offered $Loyalty Credit, targeted customers must have a device with an active lease agreement on a qualified legacy plan Our records reflect that Mr [redacted] upgraded his phone on a Months Installment Agreement and elected to update his service plan, which disqualified him from receiving the previously offered promotional service credit Upon receipt of Mr [redacted] ’s complaint, we forwarded his concerns to the retail management team over the store We have confirmed that a member of our management team reached out to Mr [redacted] and that a credit of $was applied to his account on August 11, Mr [redacted] will see this credit reflected on his next invoice 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 If Mr [redacted] has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive 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 above-referenced complaint of Ms [redacted] *** regarding Sprint account XXXXX***We appreciate your assistance in 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 she does not understand the charges and has been unsuccessful in receiving an explanationShe also stated that the charges are higher than she expected, and was unsuccessful in making payment arrangements, which resulted in a service interruption as well as a reconnection feeShe expressed further dissatisfaction with the overall network performance in her residential areaShe requested that we provide an explanation of the charges and apply credit to her account to offset the disputed charges as well as allow her to cancel without incurring any cancellation fees We appreciate Ms***’ taking the time to provide us with the 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 regret any misunderstanding that may have occurred related to Ms***’ Sprint billing and any inconvenience while attempting to resolve her network concernsHowever, we unsuccessfully attempted to contact Ms [redacted] via telephone and e-mail on May 26, and June 6, 7, and 8, 2017, to discuss her referenced concernsWe also sent a letter to Ms [redacted] at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her reported concernsIn order for us to discuss the details of her account, she must be able to authenticate her account security informationAs a result, Ms [redacted] should have her account PIN and/or the appropriate response to her pre-selected security question available when she contacts us We believe that we can amicably resolve Ms***’ reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] 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] states that she made two payments on May and 27, 2017, totaling $ However, on May 30, 2017, she received notification from her bank that her account was overdrawn by $452, due to a Sprint payment She further stated that no payment was due at the time As a result, she requests a refund for the payment and an overdraft fee Please be advised that we attempted to reach Ms [redacted] by phone and email on June 9, 2017, to address her account payment concerns On June 14, 2017, we received a voicemail message from Ms [redacted] and attempted to follwith her; however, we were unsuccessful in reaching her At this time, we have not received a return call or email message from Ms [redacted] Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience in order to complete the authentication process Upon our initial review of this matter, our records reflect that Ms [redacted] was refunded $back to her bank account ending in on May 31, In order to address any outstanding matters related to this issue, it will be necessary for us to speak with Ms [redacted] We regret any inconvenience this matter has caused If we can be of further assistance with this matter, Ms [redacted] can contact our office by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

December 22, 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 supplemental inquiry of Ms [redacted] , which is in response to our December 15, 2016, correspondence We welcome the opportunity to revisit our prior investigative findings In Ms [redacted] ’s inquiry, she states she has been reported to and contacted by an outside collection agency She states that they inquired about her device and payment for the full balance on her accountAs result, she believes the action taken towards her account is unethical In our previous response regarding Ms [redacted] ’s account concerns, we advised that a return kit was ordered and once the device is returned in good condition, we will adjust the $End of Lease (EOL) purchase amount We spoke with Ms [redacted] on December 21, 2016, and advised her that we confirmed the return of her device and applied credits totaling $for the EOL purchase price and late fee towards the December billing statement We further advised Ms [redacted] that her account was written off to an outside collection agency on December 8, 2016, for the past due balance towards the October and November billing statements At this time, with the credits applied, Ms [redacted] cancelled account balance is $Ms [redacted] stated that she remitted payment towards one of billing statements and did not believe the balance is correct We explained that her last payment for $dated October 20, 2016, was applied to the September billing statementWe offered to send a copy of the October and November billing statements for her to review and she accepted We apologize for any inconvenience this matter has caused Ms [redacted] If Ms [redacted] needs any further assistance with this matter, she can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst