Sprint Corporation

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] B [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] B [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] expressed his dissatisfaction with the charges that appear on his bill He states that he contacted Customer Care and they cannot explain the charges to himMr [redacted] is requesting an explanation of the charges on his bill and he is requesting an account credit We spoke with Mr [redacted] on April 24, We reviewed the bill with him and explained the chargesWe determined that Mr [redacted] is billed correctly for the services and equipment associated with his account There are no errors on the bill and all of the charges are valid Mr [redacted] states that his Revdex.com complaint should have been very detailed in explaining his concernsWe informed him that we only see a short two line statement Mr [redacted] states that he will look for his complaint and will call back when he has found the longer version of the complaint and will provide us with the full details of his concern As of todays date we have not heard from Mr [redacted] We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst Tell us why here

February 17, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] We appreciate your assistance in bringing her billing concerns to our attention In her inquiry, Ms [redacted] states that she is being charge a $deductible for a device that she has returnedAs a result, she is requesting that Sprint credit the $deductible billed to her account We spoke with Ms [redacted] on February 6, 2017, and at that time, she confirmed that her credit issues were previously resolved to her satisfaction Our records reflect that credits totaling $were applied to her account on January 31, 2017, to offset the disputed deductible billedAs a result, we have not taken any additional action We appreciate Ms [redacted] for taking time to provide us with the details of her experience, as we are continually striving to improve the quality of service provided to our customers Please be assured that Sprint has no higher priority than its customers The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success Our hope is that Ms [redacted] will allow us the opportunity to rebuild her faith in SprintWe appreciate Ms [redacted] ’s business and if further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean ***Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: [redacted] 9:AM (minutes ago)tomeMs***,I am rejecting Sprints response At this point the only acceptable remedy is the one that I requested I will forward you another email from Stan Swith Sprint stating that they are working on accommodating my requested remedy[redacted] ***

October 4, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Steve [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] stated that he was not fully informed of Sprint’s Contract Buyout programMr [redacted] stated that he was not advised that he would need to tuhis former provider’s devices upon enrollment in the Contract Buyout program; as such, he has not received his Reward CardsTherefore, Mr [redacted] requested that Sprint review these matters, process and mail his Reward Cards without requiring him to tuhis previous carriers’ phones 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 informationIn 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 Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activationCustomers must complete a buyback of their current working phone in good condition, wait for their final invoice and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not includedCustomer is responsible for paying their previous provider We communicated with Mr [redacted] on October 2nd and 3rd of 2017, regarding his account concerns and advised him of the above informationFurther, we advised him that because he did not tuhis previous carriers’ phones to Sprint, we respectfully decline his request to provide the Reward Cards outside of the above stated promotion requirements We regret any inconvenience this matter may have caused Mr [redacted] 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, Chanda L

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempt to terminate her Sprint service and with the length of time taken to remove disputed charges from her Sprint account, citing that she canceled her services and returned her Sprint devices to the point of sale within our day Satisfaction Guarantee period but that she was treated unprofessionally at the retail location and continues to receive bills for equipment charges She requested that we credit those charges We appreciate Ms [redacted] ’s taking time to provide details of her experience with our retail representatives We regret the manner in which this situation was handled and assure her this is not indicative of the way Sprint conducts business Please be assured that we value customer feedback and will utilize this input to improve our training and processes We further regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services Our records reflect that Ms [redacted] activated her services on April 30, 2016, and canceled her services by porting her mobile number from Sprint to another carrier on May 16, 2016, within our 30-day return period Our records further reflect that Ms [redacted] returned both devices associated with her closed Sprint account to the third-party retail location on May 24, 2016, but that, because the return was not logged into our billing system until June 3, 2016, her account was systematically assessed lease cancellation charges totaling $ During our conversation with Ms [redacted] on June 24, 2016, we verified the information above We also assured her that we applied credits totaling $1,to her account to offset the disputed equipment chargers in full As a result, her finalized account now reflects a zero balance Ms [redacted] expressed her satisfaction with our actions We regret any inconvenience this matter may have caused, as well as the loss of Ms [redacted] ’s business If we can be of further assistance with 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, [redacted] Executive Services Analyst

Tell us why here...August 31, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on August 16, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] expressed his dissatisfaction with Sprint’s unlocking policyMr [redacted] stated that he requested for the device associated with phone number ending in [redacted] to be unlocked; however, his request was not honoredTherefore, Mr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a HTC One device purchased on April 25, and activated on Sprint's networkMr [redacted] has indicated that he would like the device unlocked Sprint has thoroughly reviewed Mr***’s complaintPlease note that unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at [redacted] Sprint will unlock a device under the following circumstances: - Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options - The associated account is in good standing - The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked - The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr***’s HTC One associated with phone number ending [redacted] is eligible for MSL unlockingPlease note that we provided Mr [redacted] with the MSL associated with the device in question on August 22, We spoke with Mr [redacted] on August 22, 2016, to discuss this matter in detail and relayed the aforementioned information to himMr [redacted] expressed his understanding with the resolution providedWe apologize for 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 S [redacted] Tracey S [redacted] Executive Services Analyst

Executive & Regulatory Services [redacted] ** [redacted] August 9, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, *** [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] stated that on two occasions, her ordered phone was delivered and left at her front door, was stolen although she made arrangements to pick up the phones She is requesting to purchase her device at a Sprint store and obtain the online promotional offer to waive the associated upgrade fee We attempted to contact Ms [redacted] by telephone and e-mail on July 27, 31, August and 9, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful However, to address her concern in a timely manner, we have reviewed our account records Our records reflect that we reset Ms [redacted] ’ upgrade eligibility on August 2, 2017, to permit her to upgrade her device at a Sprint store Our records due reflect that an upgrade fee was assessed to her account However, if an upgrade fee is reflected on her August invoice, she can contact our office for an account credit to offset the fee We regret any frustration this matter may have causedIf I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

September 29, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, *** *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, submitted on September 20, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr***’s filing, he states that he ported his lines to Sprint in April and took advantage of a Buy One Get One (BOGO) offer for the Samsung Galaxy Sdevice, and he was offered a $port in creditHe further states that he did not receive his $port in credit or the credit off of his bill for the BOGO promotionLastly, he states that the credit for his old phone was $less than what was promisedMr [redacted] is requesting that his final bill be reduced by $for the port in credit and for the cost of the second Samsung Galaxy Sdevice We spoke with Mr [redacted] on September 27, 2017, regarding his concernsAt that time, he advised that he has paid the balance on the account and has no further questions or concerns After account review, we confirmed that credits totaling $were applied to his account on September 20, 2017, and there was a balance due of $for a billed late fee on the September statementTo resolve this matter, we applied a credit to offset the billed lateAs a result, there is no further balance due to Sprint and the account is closedMr [redacted] expressed his satisfaction with the actions takenWe appreciate Mr [redacted] for taking time to provide details of his 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 processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToyaP.LaToya P.Executive Services Analyst

Tell us why here...January 12, 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 Ms [redacted] submitted on December 29, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms [redacted] ’s filing, she believes that she received misinformation from a Sprint Sales representative when she turnher iPhone device and purchased an iPhone Plus device in October According to Ms [redacted] , she was informed that her monthly invoices would reflect a monthly credit of $per month due to an iPhone trapromotion that was offered at the Sprint Retail Store locationHowever, her invoices do not reflect the referenced monthly creditMs [redacted] requested that Sprint review this matter and honor the monthly credit Sprint has reviewed Ms [redacted] ’s complaintWe regret any miscommunication that transpired between Ms [redacted] and the Sprint Retail Sales representativePlease be advised that we have engaged our Retail Stores Management team with regard to Ms [redacted] ’s concernsBased on our review, we were informed that the iPhone trapromotion was applied to Ms [redacted] ’s accountPlease note that the monthly credit of $would be applied to her account within two billing cyclesWe were also advised that they have applied a $adjustment to Ms [redacted] account to offset the $monthly lease charge plus applicable taxes We spoke with Ms [redacted] on January 5, 2017, to discuss her concerns in detail and relayed the above information to herWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterShould Ms [redacted] require further assistance with this matter, we urge her to the contact the undersigned at the phone number noted below at her earliest convenience We trust this letter responds to your inquiryIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with $month to month charge on the device with the fulfilled lease Agreement She stated that an indirect sales representative did not inform her that the device has to be returned or pay for the purchase option at the end of the Lease Agreement In addition, she also expressed unfavorable interaction with our customer service channel Ms [redacted] requested her account to be credited for the device purchase option charge We regret any possible misunderstanding that may have occurred related to Ms [redacted] device Lease Agreement Our records reflect that she purchased the referenced device on May 7, with a months signed Lease Agreement on file Further, the Lease Agreement indicates the option return the device or its purchase at a given Purchase Price, upon Lease Agreement fulfillment As a result of this, we are unable to identify any error on Sprint’s part concerning the expected return of the leased device We further regret any inconvenience Ms [redacted] may have experienced during her attempt to address her concern We spoke to her on June 22, 2017, and provided the information detailed above For an amicable resolution, we offered to credit the $month to month device charge on her May invoice, and an additional $credit off the PPO charge when billed On July 5, 2017, we received her e-mail accepting the above proposed resolution Therefore, we applied a total $credit to her account that will be reflected on her next invoice We appreciate Ms [redacted] ’s taking time to provide details of their experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with this concern, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R 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 me THANK YOU for all your efforts in helping resolve this matter Without your help, I suspect this matter would have gotten very ugly You're the best! Regards, [redacted] ***

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] advised that one of her lines of service should have been on our Seasonal Standby Plan since March but that the rate plan was not updated as requested She also described unfavorable customer experiences during her attempts to address that concern Ms [redacted] requested that we provide credit for the last three months service charges on the referenced subscription We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s billing Our records reflect that Ms [redacted] ’s referenced line of service was activated on November 23, 2016, with our Unlimited Freedom Shared Plan at $per month, and we have no record of any request from her to update her rate plan as indicated in her inquiry As such, we are unable to identify any billing error associated with Ms [redacted] ’s Sprint billing During our June 21, 2017, conversation with Ms [redacted] , we explained the information outlined above However, based on additional information she provided, and due to our confirming no recent usage of the referenced line of service, we offered a $service credit to offset an amount equivalent to her past two months’ service charges for that line Ms [redacted] accepted our offer, and we applied the $credit as agreed, leaving her account with an adjusted balance due of $ Ms [redacted] confirmed her satisfaction with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experience with our retail and 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 Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

September 15, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his filing, Mr [redacted] expressed his dissatisfaction with multiple service interruptions due to non-payment, advising that we took those actions after he opted to pay off his device lease early He also described unfavorable customer experiences during his attempts to address those concerns Mr [redacted] requested that we provide a refund of the $and $payments remitted while his account was in dispute We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint charges and referenced service interruptions However, we have been unable to identify any billing error associated with his account Our records reflect that Mr [redacted] remitted a payment of $on August 24, 2017, to satisfy his service charges and a portion of his equipment lease charges and that the Device Purchase Option (DPO) charge of $was assessed at that time due to the cancellation of his corresponding device lease His July 31, 2017, invoice included that charge as past-due As a result of our not receiving timely payment of Mr [redacted] ’s noted DPO charge, we sent pending service interruption notifications to him on August and 8, 2017, and his services were interrupted on August 9, Subsequently, he remitted payments of $and $on August and 26, 2017, respectively During our conversation with Mr [redacted] on September 7, 2017, we explained the information outlined above We also offered a $service credit as a courtesy due to any possible miscommunication that may have been provided related to his lease pay-off and service interruptions Mr [redacted] accepted our offer, and we applied the credit to his account as agreed However, he continued to express his dissatisfaction with having received inconsistent information and his belief that we suspended his services without cause Based on additional details he provided, we agreed to further review his dispute and follow up with him within the next few days Upon further review, we reconfirmed that no error on the part of Sprint occurred related to Mr [redacted] ’s dispute However, we also confirmed that a $refund of one of the two above-noted payments was processed to his bank account on August 30, 2017, as he requestedUnfortunately, our attempts to follow up with Mr [redacted] via telephone and e-mail to discuss our findings on August and 14, 2017, were unsuccessful We appreciate Mr [redacted] ’s taking time to provide details of his experience with our retail and 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of these matters We are confident that we have fully addressed his reported concerns However, if we can be of further assistance with these issues, or if Mr [redacted] would like to provide additional information for our consideration, he can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

September 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 above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the quality of network coverage available in her area since moving in June Ms [redacted] requested that we cancel her services waive the remaining leased equipment charges We regret that our network in Ms [redacted] ’s area may not be meeting her wireless communication needs or expectation However, as stated in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere, and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections or slower service speeds or may otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We confirmed that the address associated with Ms [redacted] ’s Sprint account is located within our coverage footprint, and we dispatched network engineers to her area for additional review Our engineers reported that Ms [redacted] has been utilizing three of our four cell towers in that area However, it is important to note that, even in best coverage areas, certain locations may have limited or no coverage and that various factors such as terrain, foliage, and buildings may affect actual coverage in a particular location During a conversation with between Ms [redacted] on September 21, 2017, the above-noted information was discussed As a gesture of goodwill and in an effort to demonstrate world-class customer service, we offered Ms [redacted] the option of canceling her Sprint services and returning her handsets to us, in good condition, in exchange for our applying credits to her account to offset the remaining accelerated equipment charges that would be assessed at the time of service cancellation Ms [redacted] accepted that offer acknowledged that this offer is valid through October 11, Ms [redacted] confirmed that her concerns have been addressed to her satisfaction We regret the loss of Ms [redacted] ’s business and any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with these concerns, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

June 15, 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 above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed the outstanding balance due reflected on his closed Sprint account and his credit reporting, advising that we did not credit his account timely for equipment that he returned to us after terminating his Sprint services He also described unfavorable customer experiences during his attempts to address that matter and to have the information removed from his credit reporting He requested that Sprint remove the charges and all corresponding negative information from his credit report We regret any misunderstanding that may have occurred regarding Mr [redacted] ’ Sprint account balance and our ability to update his credit reporting We identified that the disputed outstanding balance due reflected on his closed account included charges for services provided and used prior to his terminating those services on March 11, 2017, and equipment charges, which were credited from his account by us on May 7, Sprint sends detailed invoices to customers outlining charges, payments, and outstanding balances on a monthly basis Because we had not received payment from Mr [redacted] to satisfy valid service charges when we applied his referenced equipment charges, we advised him that his adjusted account balance would still be included on his credit report in accordance with the Fair Credit Reporting Act Based on additional information Mr [redacted] provided during our June 6, 2017, follconversation with him, and due to any possible misinformation he may have been given related to his account balance, we offered to apply credits one-half of his outstanding account balance upon his posting a $payment to satisfy the remaining half and to update his account balance information as paid in full Mr [redacted] accepted our offer and remitted his payment on that date We then applied credits totaling $to bring his account to closed status with a zero balance In addition, we will update the outside collections agency assigned to this matter to update their records to reflect that Mr [redacted] ’ Sprint account is now paid in full Mr [redacted] stated he is satisfied with our resolution We appreciate Mr [redacted] ’ taking time to provide details of his 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 Mr [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Mr [redacted] If we may be of further assistance with these matters, Mr [redacted] can contact me 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

January 12, [redacted] ***, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Revdex.com Case # [redacted] Sprint Account # xxxxx [redacted] Sprint Case # [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] submitted on January 7, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s filing, she expressed her dissatisfaction with the level of customer service she received from our retail store and Customer Care group after her Sprint account was establishedMs [redacted] cited that after receiving her first invoice, she was dissatisfied with the billing associated with her serviceAs a result, she decided to cancel her account within our Day Return periodMs [redacted] stated that our retail sales associate advised her to disregard the final balance as it would be waived; however, she was notified by our Customer Care group that her account reflected a balance due of $Ms [redacted] requested that Sprint review this matter and waive the final balance reflected on her account due to the misinformation provided when she canceled her service We appreciate Ms [redacted] providing details of her experience with our retail store and Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Sprint is committed to providing world-class customer service and stands behind that commitment with our 14-day Satisfaction Guarantee return policy on all equipment and accessoriesCustomers can return equipment or accessories to the point-of-sale within that time period for a full refund, providing they are returned in good condition with all parts returned in fullRefunds may take one to two billing cyclesThe $activation fee is only waived if the device returned and service is canceled within the first three days of activationCustomers may be subject to a restocking feeAlso, as outlined in our Terms and Conditions, customers are responsible for the monthly charges for services that are utilizedInformation regarding our terms and conditions of service can be reviewed on customers’ Service Agreements or on our website, www.sprint.com Sprint has reviewed Ms***’s complaintAccording to our records, Ms [redacted] established her Sprint account on September 27, Our records reflect that on October 13, 2015, Ms [redacted] returned her devices to the Sprint retail store and canceled her service, leaving her account closed with a balance of $77.97, which represents the prorated monthly service charges, taxes, surcharges and late feesPlease note, an adjustment of $was applied to Ms***’s account, leaving her account closed with a zero balance On January 11, 2016, we spoke with Ms [redacted] and provided her with our findings and resolution to her account concernsMs [redacted] confirmed that her concerns were addressed and resolved to her satisfactionWe regret that Ms [redacted] encountered these issues regarding her Sprint account and we are pleased that we were able to address and resolve her account concerns to her satisfaction If we may be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, Ty [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Hello, Phone is unable to update profile to unlockBecause phone was shut off by SprintAnother service verified phone was not unlocked in any manner Regards, [redacted]

I did speak with sprint, I also expressed I believed I was forced to come back to their companyI spoke with a representative from sprint she was very niceBut I solve my own problem by going back to sprint so I can keep my phones 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]

September 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , Brenda Z [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MsBrenda Z [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information received, MsZ [redacted] states that she was billed a damage fee for the return of her leased device MsZ [redacted] states that there was no damage prior to shipping the device back to Sprint and as a result, she is seeking removal of this charge from her account After completing a review of MsZ [redacted] ’s Sprint account, our records indicate a member of our Customer Care Management group spoke with MsZ [redacted] on August 31, 2017, and agreed to waive the damaged device fee to resolve this matterWe attempted to contact MsZ [redacted] by phone and email on September 1, 5, and 6, 2017, to address any additional concerns she may have; unfortunately, she has not responded With the above actions we believe Ms.Z [redacted] ’s concerns to be fully addressed and resolved We regret any inconvenience this matter may have caused If we can be of further assistance, MsZ [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: IT isNot 100% accurate Regards, [redacted]