Sprint Corporation

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [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] This complaint was received by Sprint on May 24, According to the information provided, Mr [redacted] states that he is experiencing issues receiving inbound calls and is dissatisfied with his network experience We regret that Mr [redacted] ’s experience with service in his local calling area has fallen short of his expectations Please note that wireless service 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 Additionally, areas may have limited or no coverage due to various factors such as terrain and foliage Therefore, Mr [redacted] may experience difficulty making or receiving calls We are constantly monitoring our network for service and capacity-related issues, and work diligently to address any issues we identify or that are brought to our attention by our customers However, our investigation revealed that the cell sites in Mr [redacted] ’s area are operating within parameters and no impairments have been identified We regret any inconvenience this matter may have caused We spoke with Mr [redacted] on June 5, 2017, and advised that our network team is currently investigating this matter As a gesture of goodwill while this matter is being investigated, we applied credits to Mr [redacted] ’s account totaling $to offset one monthly recurring charge Mr [redacted] will see these credits reflected on his next invoice If you have any further questions regarding this matter, Mr [redacted] 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, Katherine DExecutive Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that his newly established account was canceled without his consentAs a result, he lost his American Airline advantage milesHe is requesting a refund and he be awarded his American Airline advantage miles be awardedHe is also request the credit inquiry be removed We spoke with Mr [redacted] on August 25, 2017, regarding his concernsWe explained that accounts with minimal or no usage are identified and handled by specialized team to validate customer’s account and equipment purchaseWe reviewed the account to confirm order delivery and usage details to determine if the account/device is being used by customer or potentially fraudaccount usage typically appears on customer’s account between 3-days of equipment deliveryThe account was established on July 18, 2017, and suspended on July 25, for no usage Mr [redacted] confirmed that he did travel after he purchased the equipment and did not use the device for a weekTo restore service, we directed Mr [redacted] to our retail store with proper identification to secure the accountSince speaking with Mr [redacted] the account was restored on July 29, 2017, his American Airline advantage miles are being awarded and a refund check for $was sent to him on August 30, We regret any frustration this matter may have caused If we can be of further assistance, Mr [redacted] 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, Michael GExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention In the information provided, Ms*** stated that she has been with Boost Mobile for less than hours and she subscribes to a $monthly service plan, but her data is moving at 2G speedsShe further stated that she has sent screen shots via the chat line and still no resolution to her issue has been providedShe requested that Boost Mobile address her concerns with her service We regret any inconvenience Ms*** may have experienced while attempting to resolve her data concernsDuring our initial discussion with Ms*** on July 18, 2017, we advised her that additional troubleshooting is necessary to assess the data concerns; therefore, we would have our Technical Support team contact her for further assistance According to the results of our investigation, we confirmed that we were unable to identify any issues with our network and deemed the concerns that Ms [redacted] presented are a result of indoor coverage issues Because Ms [redacted] expressed that she believes her issues are device related, we offered her a percent equipment discount towards any Boost Mobile device on our website at www.boostmobile.com Ms [redacted] accepted our offer and agreed to contact our office directly when she is ready to make a purchase On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If she has further questions regarding these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst

Tell us why here...February 1, Kansas City Revdex.com Ward Pkwy, 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 Ms [redacted] submitted on January 12, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] expressed her dissatisfaction with the inability to receive the $promotional service credit to her account, due to the recall of the Samsung Galaxy Note device by the manufacturer, SamsungMs [redacted] further expressed her dissatisfaction with remitting a payment of $to her account, which was later confirmed that she did not oweMs [redacted] requested the Sprint review this matter and apply the $promotional service credit to her account Sprint has reviewed Ms***’s complaintAccording to our records on August 17, 2016, Ms [redacted] activated phone line ending in [redacted] and purchased the Samsung Galaxy Note device via Sprint’s Monthly Installment programWe regret any difficulty Ms [redacted] may have experienced with the replacement of her recalled Samsung deviceSprint has no higher priority than our customers, and customer safety while using our products is synonymous with that prioritySprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Note device and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model Please note that customers are responsible for sales taxes upon exchange of their deviceThese taxes are assessed by Sprint on the behalf of local, state, and Federal governments, which cannot be waivedThe taxes and any down payments for their original device, and the replacement device, would be added back as a service credit within days of the exchange in questionFurthermore, any Upgrade, Activation, and restocking fees will be waived and customers are eligible to receive a $promotional service credit with the purchase of another Samsung deviceThe credit will appear on her Sprint account within the next days Our records further indicate on December 19, 2016, our Customer Care Group processed two refunds totaling $to Ms***’s financial institution as reflected in the December billing statementIn addition, on January 31, 2017, we applied a credit of $to Ms***’s account for the $promotional service creditWe spoke with Ms [redacted] on January 31, 2017, to relay the above information and resolution to herMs [redacted] confirmed her understanding with the information provided to her We apologize for any inconvenience this matter may have caused Ms***If Ms [redacted] would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely,

[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: We spoke to a Sprint representative I believe it was February and he was going to review the recorded phone message that would reveal the pay off plan that their Sprint representative from Asia made with us when she accepted the payment in full for our three devicesthis has been the problem all alongno one from Sprint gets back to us despite being told that they can listen to the recorded promise that this representative made no one listens to it I don’t understand what is going on we have talked to no less than a dozen or more Sprint people and no one listens to the recording! we were promised goods and services and we got the runaround....(In fact suddenly our account became past due because of the carelessness and WRONG ACTIONS of their representativeAnd no one even cares to listen to the recorded message that that activated all of this undue treatment.The Sprint rep said he would listen to the recorded conversation and then he would get back to us we are still waiting for him to call us back We also reminded him that we are no longer sprint customer so any refund needs to go back to the debit card that we used to pay their Asian customer service girl Regards, [redacted]

[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:Complaint ID # [redacted] This complaint has not been resolved yetIn my most recent telephone conversation with the Sprint account service analyst Leland J([email protected]) he understood and agreed that Sprint has not resolved and responded for the aforementioned issue for months and this has caused by the mistakes of several Sprint staffThe corrections he made was what my bill was supposed to be from day All he offered was an apology and no resolution to the device fees I was billed for due to the early termination of the contact between I and SprintAs I have already explained the details, I tried numerous times to resolve this issue with the Sprint and as a result I had to switch to another service provider due to Sprint not holding their end of the dealAs a result I have given up my phones (paid in full) while switching to Sprint in return of the phones received from SprintAnd I absolutely do not accept fees or penalties related to devices due to terminating my plan which was left to me as no choice by Sprint not handling a simple and addessed issue for over monthsAlong with all these issues I must add the bad service in whole in terms of connectivity, call clarity and customer service Regards, Serkan S***

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] believes that he was improperly charged for certain premium text messaging services and has requested that Sprint credit his account in an amount equal to the disputed portion of the invoice During our conversation with Mr [redacted] on August 7, 2017, we explained that our records indicate that third-party content was subscribed to was purchased in June and begin being billed to his account in July This content was charged to his account In order to purchase this content, the user must go through the standard Google Play Store purchase authorization process On July 20, 2017, we blocked the third-party service and blocked premium service capabilities on wireless number (xxx) xxx-*** Although no Sprint error was confirmed, in an effort to reach an amicable resolution, on August 7, 2017, we applied an adjustment of $to the account to offset the charges incurred for the past twelve months Moving forward, Mr [redacted] can unsubscribe from any third-party text messaging service by replying STOP back to the sender We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Mr [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

July 3, 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] submitted on June 21, We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that upon electing to upgrade the devices associated with the three lines of service on her account, she requested to have the upgraded devices placed on Lease Agreements However, she discovered that her devices were not placed on Lease Agreements, which made her ineligible for additional discounts on her account Therefore, Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaint According to our records, in March 2017, Ms [redacted] upgraded the devices associated with phone lines ending in ***, [redacted] and ***, by purchasing three iPhone devices via Sprint’s Monthly Installment program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Installment Billing Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan During our conversation with Ms [redacted] on June 27, 2017, we relayed the aforementioned information to her In addition, we further advised Ms [redacted] that her account is receiving monthly loyalty credits as indicated on her billing statements In an effort to ensure a satisfactory resolution, Sprint has agreed to apply a one-time adjustment of $to offset a portion of the current account balance Ms [redacted] has expressed her understanding and satisfaction in Sprint’s efforts to address her concern We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

March 16, 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 inquiry of Ms [redacted] *** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to address a billing concern, stating that her account was not credited for the equipment charge that is reflected on her December invoice although she returned it to one of our retail stores within the policy return timeframeShe requested that we apply credit to her account to offset the disputed charges We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms***’s Sprint billingAfter reviewing our records, we confirmed that her equipment was returned on November 30, 2016, and credits totaling $were applied to her account to offset the disputed chargeHowever, when Ms [redacted] initially upgraded the device on her line ending in ***, the rate plan was systematically changed, resulting in separate charges for that line along with taxes and cancellation charges associated with the Installment Billing Agreement, which was canceled, with her consent, at the time of her equipment return During our conversation with Ms [redacted] today, we provided the referenced informationTo completely resolve her concerns, we applied additional credits to her account totaling $to offset the disputed chargesThose credits left an undisputed balance of $114.07, which is due on March 24, We are pleased to inform you that Ms [redacted] accepted our response and is satisfied with the actions taken on her accountIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Sunday through Thursday between 8:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

January 10, 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 Mr [redacted] ’s concerns to our attention In his inquiry, Mr [redacted] states that in September 2016, he upgraded to an iPhone under a promotional offer that provided the iPhone 32GB free of charge after trading in an iPhone He further states that he did not receive a credit for the iPhone trade in value and has since learned that he is now obligated to Sprint via a new Installment Billing Agreement (IBA) to which he did not consent As a result, Mr [redacted] is requesting that the IBA be canceled, all monies paid towards the IBA be refunded, and an apology We attempted to reach Mr [redacted] by phone and email to discuss his concerns in detail on December 12, 2016, and again on January 9, Unfortunately, we were not successful reaching him to discuss this matter in detail In an effort to address Mr [redacted] ’s account concerns, we have performed a preliminary review In general, Mr [redacted] was allowed to upgrade early under the aforementioned promotion, which required a trade in of his iPhone The $MSRP for the iPhone 32GB was applied as an account credit, which Mr [redacted] can view on his October 16, 2016, bill, thus making the device free There is no buyback credit for the turn in of the iPhone device in addition to the aforementioned offsetting credits toward the iPhone device per the terms of the promotion According to the terms of the promotion, a month IBA is also required and, as such, his account will be billed $each month for months; however, that monthly charge is offset each month with a $credit In order to continue to receive these credits, Mr [redacted] is required to remain with Sprint for the term of the IBA, and at the end of the term, the iPhone will be his to own Although we were unable to identify a Sprint billing error regarding this matter, we invite Mr [redacted] to contact us via the contact information provided in the subsequent paragraph should he have any outstanding account concerns We are confident that we can adequately address each of his concerns We regret any frustration Mr [redacted] may have experienced and appreciate his feedback For 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

May 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint 12119474, [redacted] Sprint Account XXXXX Sprint Case 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 concerns to our attention In her inquiry, Ms [redacted] stated that she is disputing the late fees that she incurred She stated that she was advised they would be adjusted; however, she did not receive the full adjustment for the second late fee She also expressed her dissatisfaction that the matter was not resolved when she called again and with being advised that she did not supply the correct account security information to access her account Therefore, she is requesting further assistance with resolving this matter We spoke with Ms [redacted] on May 10, 2017, and resolved her concerns to her satisfactionWe confirmed that she received an $credit to offset her first late fee and she remitted payment to satisfy her monthly service charges on February 26, 2017, which was two days after her due date Therefore, she incurred an additional late fee of $on her March invoice We also confirmed that a credit of $was applied to her account on March 11, toward her $late fee leaving an outstanding balance of $ Due to any possible miscommunication or misunderstanding regarding the amount of credit she would receive toward the second late fee she incurred, we credited her remaining $balance as a courtesy As a result; her account is now in final status with a zero balance and we confirmed that no negative reporting occurred regarding this account Ms [redacted] stated that she is satisfied with this resolution We regret any inconvenience that Ms [redacted] may have experienced and her feedback regarding her experience will be used to improve our service If I can be of further assistance with these matters, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-ext I am available Monday through Friday from a.mto p.m., Central Time Sincerely, *** Executive Services Analyst

April 18, Revdex.comWard Parkway, Suite 401Kansas 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that when she initiated the lease on her iPhone Plus device she was receiving a $Loyalty Credit towards the monthly lease of the deviceShe stated that she updated her service when one of our Customer Care representatives offered her a more cost effective service plan Ms [redacted] stated that she recently realized that the $Loyalty Credit is not reflected on her accountAs a result, she is requesting that we add the loyalty credit to her account In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information As stated in our prior Lease Promotion Loyalty Credit, customers must have a device with an active lease agreement on a qualified legacy plan We regret any misunderstanding that may have occurred related to Ms [redacted] ’s ***gibility for the referenced $promotional Loyalty Credit offer Our records reflect that Ms [redacted] updated her service plan on February 19, 2017, which disqualified her from receiving the promotional credit During our April 13, 2017, conversation with Ms [redacted] , an authorized user on the account, we explained the details outlined above We advised her that we could restore the Loyalty Credit on her account, however; she would be required to switch to the plan she previously subscribed to We advised Ms [redacted] that the current service plan she subscribes is providing more savings compared to her prior plan with the discounts she was receiving Ms [redacted] stated that she would consider the options provided and contact us if she elected to make any changes This offer is valid for a period of days from the date of this response We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further review.If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst Tell us why here

[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 meBUT just for the record, my receipt at checkout DID state that I qualifiedThe SYSYEM must have shown that I did not AFTER the purchase was madeSprint refuses to accept that this was a computer glitch or something on their endI do appreciate the credit that was due and [redacted] working to help alleviate the costHe did not however FIX the problemI just hope that Sprint fixes their computer glitches so others don't experience the same Ive sent my email receipt to [redacted] and have attached a picture of the section of the receipt showing the credits Regards, [redacted]

April 24, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that his Sprint account was not updated last month as it should have been after speaking with one of our Customer Care representatives about lowering his total monthly billingMr [redacted] described his unfavorable customer experience during that conversationMr [redacted] requested that we provide an explanation of his charges and a refund of credits promised but not applied We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint billingBased on our review of his chosen rate plan and equipment options, we were unable to identify any billing error associated with his accountHowever, our records reflect that Mr [redacted] authorized the removal of our Total Equipment Protection (TEP) options from his four lines of service during his referenced March 13, 2017, interaction with our Customer Care representativesWe have no record of any credits being offered at that time or any price plan change request from him During our April 21, 2017, conversation with Mr [redacted] , we explained the information outlined aboveWe discussed price plan options available to him that would reduce his monthly billing, and he accepted our promotional Unlimited Freedom with Auto Pay PlanMr [redacted] is aware that the plan will become effective at the beginning of his next billing cycle, May 10, 2017, and that his promotional monthly rate of $plus applicable taxes, regulatory fees, and surcharges will continue through March 31, 2018, as long as he maintains our automatic payment option, as required by the plan We also informed Mr [redacted] that, due to significant discounts built into the promotional plan, his employer-based discount will not award at percent as it has done in the past but at $per line of serviceWe also advised him that one of his lines will have an additional $monthly equipment charge until the device lease agreement for that line is satisfied on September 10, In a further demonstration of our commitment to excellence, we applied credits totaling $to his account to re-rate his March and April monthly charges to match those of the promotional price planMr [redacted] expressed his satisfaction with our resolution We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersWith the information in Mr [redacted] ’s account, we were able to identify the representative involved in his referenced Customer Care callPlease be assured that his experience is not indicative of the level of service we expect from our employeesThe feedback Mr [redacted] provided was forwarded to the appropriate management staff for further review We regret any inconvenience these matters may have caused Mr [redacted] but are pleased that we were able to resolve his billing concerns satisfactorilyIf we can be of further assistance with his account concerns, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

March 20, 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 inquiry filed with your office by Mr [redacted] We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, Mr [redacted] advised that he canceled the service on his account due to poor coverage, and he has requested clarification regarding Sprint’s unlocking policies regarding an Apple iPhone device leased on January 24, 2015, and activated on Sprint's network Mr [redacted] has indicated that he requested to unlock this device and it took one month to process his request, and he was required to $to process the requestTherefore, he requested a $overpayment refund We regret that Mr [redacted] ’s experience with service in his local calling area fell short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers We cannot troubleshoot coverage concerns because the service on his account is canceled “Unlocking” is a general term that refers to one or more types of device unlocking MSL 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 network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; The account associated with the device must be in good standing; The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and The device has been active on the Sprint network, currently or in the past, for a minimum of daysOur records reflect that Mr [redacted] did not meet the aforementioned requirements when he initially requested to unlock his iPhone and was responsible for paying the Fair Market Value (FMV) of his device, per the terms of the lease agreement he accepted in We confirmed that Mr [redacted] ’s Apple iPhone device associated with the phone number ending in is now eligible for SIM unlocking Please note that the SIM unlock information was transmitted to this device on January 11, We also confirmed that the payments Mr [redacted] remitted for monthly charges, as well as the FMV of his iPhone 6, are valid charges Mr [redacted] advised that he spent several hours trying to resolve his account concerns He requested compensation for the time he invested Sprint appreciates Mr [redacted] ’s past patronage; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention Therefore, Sprint must respectfully decline Mr [redacted] ’s $refund requestWe regret any inconvenience that this matter may have caused Mr [redacted] If he needs further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central TimeSincerely, Michal MExecutive Services Analyst

May 27, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] ***, the daughter of our account holder, stated that her mother contacted our Customer Care department on April 7, to inquire if there was someway to decrease her monthly costsShe stated that her mother was offered a lower priced plan, however, she was not informed of the decrease in minutes and how this might affect herIn addition, she stated that she had her mother contact us again on April 12, to advise us she would be cancelling her service and requested for her plan to be placed back to her previous planShe stated that the plan was not changed and this resulted in overage charges in the amount of $ She stated that she does not believe that this is accurate as her parents have never gone over the minutes in their plan She is requesting a resolution to this issue In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingOur records reflect that Ms***’ plan was changed on April 7, 2016, to a lower anytime minute plan for $a month on each of her two numbers Further, our records reflect that the anytime minute usage was exceeded and as a result Ms [redacted] was accessed overage in accordance with her overage usage rateWe spoke to [redacted] ***, on May 26, and informed her of the above information Although we sustain that the overage charges are valid, in an effort to reach an amicable resolution, we offered to credit the overage charges She accepted our offer and credit in the amount of $was applied to the account The account is closed and reflects a zero balance Ms [redacted] stated that she considers the issue resolved to her satisfactionWe appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes If we can be of further assistance, MsCole can reach me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral TimeSincerely, [redacted] Executive Services Analyst

August 11, 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 you bringing this matter to our attention According to the information provided, Mr [redacted] stated that he was offered a promotion to obtain a Samsung Galaxy Sdevice via our Sprint Lease program for percent off the device Mr [redacted] stated that he has not received the appropriate promotional credits Mr [redacted] also stated that he was charged for a full month for one day of service In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information After a review of Mr***’s account records, we confirmed that regrettably, the percent off the monthly lease charge for Mr***’s Samsung Galaxy Sdevice was not properly applied at the point of sale We applied credits to Mr***’s account totaling $for the promotional credit for his first three invoices Mr [redacted] will see the appropriate credits applied to his invoices going forward Additionally, during our conversation, we confirmed that Mr [redacted] established services on May 25, 2017, and that his first invoice is for the billing period of May to June 24, Subsequently, his June bill is for the billing period of June to July 24, If we may be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala CExecutive Analyst

February 17, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case Dear Ms***: Sprint is in receipt of the above-referenced supplemental complaint of [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused her According to the information provided in Ms***’s inquiry, she advises that her concerns remain unresolved and the credits awarded to settle her dispute should have been $In addition, the service charges for her tablet should be waived Participation in the Sprint Discount Program is subject to an agreement Sprint has with many of our business customersThese agreements provide monthly discounts on eligible wireless services to the employees, students and members of these companies and universitiesSprint will periodically request proof of eligibility for customers to receive program benefitsBecause Ms***’s on a promotional plan that is already a great value, we are unable to provide additional discountsHowever, due to any misinformation that Ms [redacted] may have received at the point of sale, she was previously provided $in courtsey credits, and we issued an additional $goodwill adjustment on February 17, Our records reflect that our tablet promotion available to Ms [redacted] is $a month for monthsShe will begin to see this promotion award on her following statement If you have any questions, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Sunday, Monday, Wednesday, and Friday from 8:a.mto 5:p.m., Central Time Sincerely, Amanda Q Executive Analyst

June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] H [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr [redacted] H*** We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s follow up filing, he states that he is awaiting a refund of $1,from SprintHe further states that the account is closed; however, he is still receiving billsMr [redacted] is requesting that his refund of $1,be expedited We spoke with Mr [redacted] on June 28, 2017, regarding his concernsWe advised him that, per the agreement previously extended by our office, we confirmed receipt of the equipment in our warehouse and have expedited an account credit for accelerated chargesAs a result, account XXXXX***, remains closed reflecting a zero balanceAdditionally, we explained to Mr [redacted] that the equipment received in the warehouse does not warrant a refund to himAlthough Mr [redacted] may disagree with our resolution, we are confident that we have addressed his concerns to the best of our ability 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 Time Sincerely, LaToya [redacted] Executive Analyst

June 8, 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 her inquiry, Ms [redacted] stated she is being billed for an iPhone device that she did not order Ms [redacted] further stated that she has a Samsung Galaxy Sdevice, and noticed she was being billed for both her Samsung Galaxy Sdevice and the iPhone deviceMs [redacted] advised that she needs to upgrade her Samsung Galaxy S6, and she is being told she needs to return the iPhone device in order to upgrade As a result, Ms [redacted] is requesting that we correct the error, adjust the extra $she has been paying, and allow her to upgrade her device Our records reflect that Ms [redacted] purchased a Samsung Galaxy Sdevice under a 24-month lease agreement for line ###-###-####, on August Additionally, we determined that the iPhone device was added to Ms***’s line in errorTo resolve this matter, we cancelled the iPhone device’s lease agreement on Ms***’s line and adjusted $to offset the associated device chargesWe also confirmed that Ms [redacted] is eligible to upgrade her device for line ###-###-#### During our conversation with Ms [redacted] on June 2, 2017, we explained the information outlined aboveMs [redacted] thanked us for our help We appreciate Ms [redacted] for taking the time to provide us with 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 will utilize his input to improve our customer service training and processes If we can be of further assistance with this issue, Ms [redacted] can contact me 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, Shola AExecutive Services Analyst