Sprint Corporation

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] L [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] L [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her service and equipment charges being higher than quoted to her when she recently established Sprint services at one of our retail locationsShe also described unfavorable customer experiences during her attempts to address those concernsMs [redacted] requested that we allow her to cancel her services and return her Sprint equipment in exchange for our refunding all payments she has remitted to us We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’ monthly billing and equipment costsOur records reflect that Ms [redacted] activated her services with us on April 1, 2017, when she ported her mobile number to our network from her previous providerAt that time, she accepted a 24-month installment billing purchase agreement for her LG Gdevice, a 12-month installment billing purchase agreement for equipment accessories, and our Unlimited Freedom with AutoPay price plan that provides unlimited talk time, text messaging, and data usage for a $per month plus applicable taxes and surcharges for one line of service if the account is enrolled in our recurring automatic payment (AutoPay) programIf the account is not enrolled in AutoPay, the monthly rate increases to $plus applicable taxes and surcharges Our records further reflect that representatives of a specialized escalations team spoke with Ms [redacted] on May 26, 2017, regarding her reported billing issuesAt that time, she reiterated her desire to terminate her services with us by porting her mobile number to another network, and we explained the information outlined aboveAlthough we were unable to identify any error on the part of Sprint related to her dispute, we agreed to credit her account for the pending accelerated equipment and accessory charges contingent upon the return of that equipment in good working condition to our warehouseMs [redacted] accepted our offer, and we forwarded prepaid kits her billing address of record to facilitate the return shipment to our warehouse Those representatives contacted Ms [redacted] again on May 30, 2017, and she advised that she returned the accessories to the original point of saleWe then advised her that, when the retail location forwards the accessories to our warehouse, the corresponding $accelerated pay-off balance for her accessory finance agreement will be credited Our records reflect that Ms [redacted] ported her mobile number from our network to another service provider on June 8, To date, we have not received her device shipment; therefore, we have not yet applied the $accelerated device pay-off balanceHowever, we will continue to monitor the status of that return shipment and apply the credit once it is received We appreciate Ms [redacted] ’ taking time to provide details of her experiences with our retail and 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 her input to improve our training and processes We regret any frustration these matters may have caused and the loss of Ms [redacted] ’ business, but we are pleased that we were able to resolve her reported concerns satisfactorilyIf we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Tuesday through Saturday, between a.mand p.m., Central Time Sincerely, Dionne H 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

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 I also very much appreciate your help in assisting me with resolving this matter - your input and contribution definitely helped greatly, thank you! 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: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me as long as I will be able to cancel my contract with Sprint.I will return the lease phones I was told when return the phone in good condition I will receive credit for them Sprint can you please confirm the information that is below? Thanks Line ending in Return Value Remanding Balance of Contract*** $ $341*** $ $54*** $ $180*** $not a lease phone need to paid full balance Regards, [redacted]

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

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

[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] ***

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

[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 I accept offer from Sprint with a final payment of $53.53; payment will be made promptly With agreement soon to go into effect as a result of payment, I ask that the numerous collection agency calls I have received over the past couple of weeks STOP and stop immediatelyFurther, I request Sprint to confirm, in writing, that there are no negative or derogatory responses reflected with credit reporting agencies or any other entities where my creditability may come into question, if any, are removed; and, provide statement, to home address, reflecting obligation to Sprint as paid in full Regards, [redacted] Regards, [redacted] ***

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 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

[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]

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

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , Mark A [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrMark A [redacted] We appreciate your assistance in bringing this concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with receiving multiple contact from Sprint although he does not have any account with us He requested that our contacts to him cease We regret any frustration this matter may have caused Mr [redacted] However, with the information provided, we were unable to identify the source of any contact attempts made by Sprint to him Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail on July 3, and 21, 2017, to discuss his reported concerns were unsuccessful We also sent a letter to him at the address noted in his filing, acknowledging our receipt of his inquiry and our need to obtain additional information to aid in our review To date, we have not received any response from him We regret any inconvenience this issue may have caused Mr [redacted] We believe that we can fully address his reported concerns, and we look forward to having the opportunity to do so As such, if this matter remains unresolved, he can contact me directly by calling our 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, Leland [redacted] *Executive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO 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 June 7, 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 inability to view his billing statements online, after he established services with SprintMr [redacted] stated that he noticed a $increase in his monthly billing statements; however, he was unable to access his MYSprint.com online account to review his monthly billing statementsMr [redacted] requested that Sprint review this matter, provide him with an explanation of his charges and allow him the ability to access his MYSprint.com online account Sprint has reviewed Mr [redacted] ’s complaintUpon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Mr [redacted] ’s electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Mr [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of his current plan After further review of our records, Mr [redacted] ’s line of service was configured onto Sprint’s Framily plan; the Sprint Framily plan offers unlimited talk and text, and gigabyte (GB) of data, while on the Sprint network for as little as $per month per line (with to subscribers in group) with no requirement to share dataFurther, the Sprint Framily plan allows all Framily members to invite family members, friends, and others who are eligible to join Sprint and saveThe Framily group can be made up of multiple phone lines from one account or lines across different accountsNew customers can join an existing Framily group or start a new oneExisting customers can create a new Framily group or join a Framily group already associated with their account; however, existing subscribers cannot join a group outside of their accountOnce on the Framily plan, future device purchases must be made using Sprint Easy Pay or by paying the full retail price All lines reflect the standard monthly charge of $and then discounts are applied based on the number of active lines within the Framily groupPlease note that the applicable discounts are applied within one to two bill cycles after each line is added to the groupAnother added benefit is that each Sprint Framily member can customize their own planEach member has the option to bto unlimited data plus get annual upgrades with Sprint Easy Pay for an additional $per month per line or bto gigabytes of data for just $per month per lineIf a Framily member exceeds their data allotment, additional on-network data above gigabyte or the gigabyte bis cents per megabyteAdditional information regarding Sprint Framily can be viewed via www.sprint.com/framily We spoke with Mr [redacted] on June 29, 2017, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, we advised Mr [redacted] that the Framily group with which his account was associated with no longer meets the qualifying criteria which previously awarded him a recurring $discount to his monthly recurring cost of the Sprint Framily planMr [redacted] confirmed he understood and had no further concerns regarding the monthly recurring cost of his servicesAdditionally, we discussed possible alternative plans which could lower the cost of Mr [redacted] ’s monthly recurring charges; however, he did not elect to make any changes to his price plan at that time Following our contact with Mr [redacted] on June 29, 2017, we engaged our Technical Support group to address his MYSprint.com online account profile issuesOur Technical Support group have made multiple attempts to reach Mr [redacted] regarding this matterUnfortunately, we have not reached Mr [redacted] directly or received a return contact from himShould Mr [redacted] require further assistance, we encourage him to review the text messages notification that was sent to him by our Technical Support group or contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H 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]

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

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

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

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