Sprint Corporation

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of [redacted] submitted on April 24, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concernMr [redacted] expressed his dissatisfaction with cancellation charges assessed on the account as indicated on the January billing statement, upon the cancellation of Ms [redacted] Sprint accountMr [redacted] further stated that he was offered to return the devices associated with the account undermanaged and in good working condition to Sprints’ Returns warehouse in exchange for an adjustment of the Installment Billing accelerated cancellation chargesMr [redacted] requested that Sprint review this matter and apply an adjustment to the account accordingly Sprint has reviewed Mr***’s complaintOur records reflect that Ms [redacted] established services with Sprint on June 4, At that time, she portphone numbers ending in [redacted] and [redacted] and activated a new line of service associated with phone number ending in ***During this transaction, Ms [redacted] purchased an iPhone 6s Rose 16GB, iPhone 6s Gray 16GB and an iPad Mini Gold 16GB devices associated with phone number ending in ***, ***, and [redacted] via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current plan After further review of our records, Sprint confirmed that we offered Ms [redacted] the opportunity to return her iPhone 6s Rose 16GB and iPhone 6s Gray 16GB devices associated with their respective Installment Billing Agreements undamaged and in good working condition to Sprint, in exchange for the waiver of the Installment Billing accelerated cancellation charges on January 24, Based on our review, Ms [redacted] ’s account received an adjustment in the amount of $toward the return of her iPhone 6s Rose 16GB device associated with phone number ending in [redacted] on March 6, In addition, she received an adjustment in the amount of $toward the return of her iPhone 6s Gray 16GB associated with phone number ending in [redacted] on April 3, Please be advised that Ms [redacted] ’s account reflected a previous unpaid balance in the amount of $prior to the cancellation charges being applied to her account for the returned iPhone devices We spoke with Ms [redacted] on April 27, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that we discovered a remaining second charge to her account in the amount of $associated with her iPhone 6s Rose 16GB device for phone number ending in [redacted] and in relation to the respective Installment Billing Agreement, which was adjusted on April 26, to satisfactorily resolve this matter Furthermore, we advised Ms [redacted] that after the total adjustments were applied to her account in relation to the return of her devices associated with phone numbers ending in [redacted] and ***; her account remained closed with a remaining valid balance due of $This balance represents unpaid monthly recurring charges as indicated on the January billing statementMs [redacted] expressed her understanding, yet she expressed her concerns with the time spent in pursuing account management following the cancellation of her services with SprintTo provide closure for this matter, we offered a one time courtesy adjustment of $to offset late fees as reflected on the March and April billing statementsHowever, Ms [redacted] did not confirm acceptance of our proposed offer and requested that we provide her with our offer in writingShould Ms [redacted] wish to accept our proposed offer we urge her to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Mr [redacted] and Ms [redacted] taking time to provide details of their experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value their feedback and will utilize their input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with recently learning that she will not be able to simultaneously use voice and data via the Sprint network when she leased iPhone devices on March 4, She also expressed her dissatisfaction with being advised that she would have to pay off her devices all at once if she elected to end her service with Sprint Therefore, she is requesting compensation until the feature is available to assist with paying for her devices or to cancel her service and allow her to continue monthly payments for the devices We spoke with Ms [redacted] and resolved her concerns to her satisfaction We advised Ms [redacted] that Sprint offers a wide range of wireless devices from a variety of manufacturer for our customers to choose from Sprint does not make guarantees with regard to the features that will be available on wireless devices Sprint works diligently to ensure that our printed materials and website are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on our wireless devices Customers can try our service and equipment and if not satisfied, return their device to the point of sale within days for a full refund Because Ms [redacted] did not return her devices within the allotted return period, she is responsible for the remaining unpaid charges for her equipment in accordance with the Lease Agreements that she signedAs a one-time courtesy, we applied credit to her account of $to offset one month’s service charges Ms [redacted] accepted this action as full resolution of her equipment concern and elected to keep her Sprint service active If I may be of further assistance with this matter, Ms [redacted] can reach 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

Tell us why hereOctober 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX*** 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 inquiry, Mr [redacted] was dissatisfied with our contract buy out and employer discount processes In addition, he expressed dissatisfaction with the level of customer service provided by our retail and Customer Care representatives during his attempts to receive reimbursement for the final charges billed by his previous service provider The contract buyout reimbursement was expected based on his participation in our contract buyout promotion Mr [redacted] further cited that we credited $to his account, and he will receive a $prepaid reward card for the remaining amount of his contract buyout amount He further cited that he was billed late fees by his previous service provider because of the delay in receiving his prepaid reward card As a result, Mr [redacted] requested his full contract buyout reimbursement of $ We appreciate Mr [redacted] ’s providing details of his experience with our retail and customer care representatives His experience is not indicative of the level of service we expect from our employees Please be assured that we value customer feedback and have forwarded this matter to the appropriate managerial teams for review and possible changes to our training and coaching Please note that it can take up to two bill cycles to receive the employer discount Our records reflect that Mr [redacted] ’s employer discount was added to his account on September 15, Further, his October 11, 2016, invoice reflects that he received his employer discountCustomers participating in our contract buyout promotion must register on www.sprint.com/joinsprint The processing time for promotional prepaid cards is days after registration approval During our conversation with Ms [redacted] on October 17, 2016, we advised her that we needed to speak with the account holder Mr [redacted] contacted our office on October 26, 2016, and left a voicemail message stating that we could speak with Ms [redacted] about his account concerns On the same day, we advised Ms [redacted] that we did not have record that Mr [redacted] had registered via our website to receive his contract buyout prepaid reward card She e-mailed us a copy of Mr [redacted] ’s bill from his previous service provider Furthermore, we forwarded this information to our dedicated group and they registered Mr [redacted] for his contract buyout We made an attempt to reach Ms [redacted] on October 27, 2016; unfortunately, we were unable to reach her Mr [redacted] ’s reward card will be received around November 11, We respectfully decline Mr [redacted] ’s request for full reimbursement of $because a portion of it has been applied as a credit to his account We regret any inconvenience these issues may have caused Mr [redacted] If we can be of further assistance with these matters, Mr [redacted] 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, Minnie SExecutive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] is dissatisfied with the functionality of her LG X Power device She states that she believes that her device has had a defect since the time it was purchased and resetting the device has not resolved the issue Therefore, she is requesting that Sprint provide a new device as a replacement 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 spoke with Ms [redacted] on July 6, 2017, and addressed her concerns We explained that because she does not subscribe to TEP, we must respectfully decline her request to replace her device at no cost We confirmed that the manufacturer warranty for Ms [redacted] ’s device is valid until February 21, We explained that if the problem with her device is determined to be a manufacturer’s defect that is covered within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the warranty Customers may be responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or if she does not want to send the device to the manufacturer, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $if the device has an issue that is deemed repairable by the Sprint service and repair center If the device is not deemed repairable by the Sprint service and repair center, she has the option to use a previously owned device or to purchase a different device Ms [redacted] stated that she will contact the manufacturer to address her device concerns She agreed to contact us back if we can be of further assistance with this matter We regret any inconvenience this matter may have caused If we can be of further assistance, Ms [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

[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:They told me this card would be sent out about a month ago - againNothing recieved and my collections with Verizon is growing and my credit is getting worse Regards, [redacted]

January 10, 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 refund and policy concern, citing that she was still charged a restocking fee although she was misinformed regarding the rebate and discounts that her Sprint account was eligible for prior to establishing service with us at one of our third-party storesAs a result, she disputed the $restocking fee and requested a refund for that fee We appreciate Ms [redacted] ’s taking the time to provide us with details regarding her experiences with our third-party and Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We also regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing and policy concernsBased on our January 4, 2017, conversation with Ms [redacted] , we forwarded her concerns to the District Manager of the store where she initially established service for further investigationWe are pleased to inform you that a member of the third-party Retail Management Team contacted Ms [redacted] and processed a refund for the restocking fee If we can be of further assistance regarding this matter, Ms [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., Central Time Sincerely, Tiffany G Executive Services Analyst

May 25, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] ***- [redacted] Sprint Account XXXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***-***, submitted on May 15, We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the cost of her monthly recurring charges associated with her Sprint account According to Ms***, her monthly invoice continues to increase each month Ms [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’s complaint We spoke with Ms [redacted] on May 23, 2017, to discuss her account concerns in detailAt that time, we agreed to update Ms***’s price plan to the Unlimited Freedom plan with Unlimited Talk & Text and GB Mobile Hotspot for $per month In addition, to mutually resolve this matter, Sprint applied a $courtesy credit to Ms***’s account to honor the above-referenced plan at $for twenty four months, including an additional courtesy credit Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

May 19, Revdex.com Ward Parkway, Suite Kansas 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 equipment concerns to our attention According to the information provided, Ms [redacted] stated that when she visited her local Sprint service and repair center to upgrade her device from an iPhone to an LG device, she experienced problems with having her data transferredAdditionally, she stated that she has also experienced problems connecting to the Sprint networkAs a result, she is requesting that Sprint transfer her data from her iPhone to her LG device and fix the network problems she is experiencing We appreciate Ms [redacted] for providing us with the details of her experience During our discussion with Ms [redacted] on May 19, 2017, she confirmed that she has returned the LG device and reactivated her old Apple phone; however, she is still experiencing network connection issue We are seeking ways to improve the quality of service provided to our customers We regret that Ms [redacted] had an unfavorable experience while attempting to have her data transferred from one device to anotherSince Ms [redacted] returned her LG device within Sprint Satisfaction Guarantee timeframe credits totaling $were applied to her account to offset the disputed charges incurred for her new device activationAdditionally, we advised her that we 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 Based upon our initial review of Ms [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms [redacted] to troubleshoot and isolate any issues that may be impacting her service Ms [redacted] ’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Ms [redacted] to ensure that a final resolution has been achieved no later than May 27, If Ms [redacted] has questions regarding this issue prior to our scheduled follow up, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

September 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his account We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with being charged $per month for his tablet after he was advised that the tablet would be free at the time of his equipment upgrade He further stated he has been unable to resolve this matter since then, and he is requesting to be refunded for the tablet charges that have been assessed We spoke with Mr***, and reached a mutual resolution for his concerns We reviewed his account and confirmed that the two-year Service Agreement and promotional offer that Mr [redacted] consented to provided the waiver of the cost of his tablet and the waiver of one-half of the $data service plan for one year Otherwise, he would be subject to a prorated Early Termination Fee of up to $plus tax, if the data service for his tablet is canceled prior to fulfillment of his Agreement on March 1, We confirmed that he was not charged anything for the tablet and he received a $monthly credit on his account for the first months of his agreement However, his service charges increased by $per month in April because the last $credit was applied in March Therefore, no Sprint error was found and we are unable to comply with his refund request Due to any possible misunderstanding of the promotional offer and required Service Agreement, one-time credits totaling $were applied to his account as a courtesy to offset $of his $data service plan for the second year of his two-year Service Agreement Mr [redacted] accepted this resolution and he kept his tablet service active We regret any inconvenience that this matter may have caused If Mr [redacted] has any questions regarding this matter, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a billing issue Ms [redacted] stated she was billed for overage on her May and June invoice totaling $She advised her device had some technical issues which resulted in her being charged overages As a result, she contacted our customer service department and was advised she would receive a call back; however, a call was not received Ms [redacted] is requesting that we credit the overages and have her credit report updated Our record reflects that a $credit was applied to Ms [redacted] ’s account on July 8, 2017, for the disputed overage chargesWe also confirmed no negative reporting was sent to the credit bureaus During our July 10, 2017, conversation with Ms [redacted] , she thanked us for calling and confirmed that her issue has been resolved We appreciate Ms [redacted] for taking time to provide details of her experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

August 3, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with coverage in his local calling area Mr [redacted] further expressed his dissatisfaction with the monthly cost of his Sprint account in addition to the accelerated charges associated with phone number ending in [redacted] on his July billing statement Mr [redacted] requested that Sprint review this matter We regret that the coverage in LaPlace, Louisiana has fallen short of Mr***’s expectations We 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 As stated in the Terms and Conditions of Service, which can be viewed on www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control Based on his service address, Mr [redacted] is located in best coverage He should expect good service outdoors and indoors In Best coverage some small pockets of poor service may occur based on obstructions, foliage, and terrain, but should be rare or infrequentIn addition, Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Our network team investigated his coverage concerns and identified that we previously identified network upgrades taking place in his service area, however, those updates have been completed and we anticipate that his service levels will gradually improve and return to normal 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 We have reviewed Mr [redacted] ’s account and confirmed that he is being billed correctly Mr [redacted] ’s account is on the Unlimited Freedom plan at $per month for line one, $per month for line two and $per month, per line for lines three through five Please note that additional features, equipment charges, taxes, fees and surcharges are not included in the monthly plan charges Please note that once a customer’s device is cancelled along with the respective Installment Billing and/or Lease Agreement, the account is automatically assessed accelerated Installment Billing and/or Lease Cancellation and Lease Device Purchase Amount charges Though the Installment Billing and/or Lease Cancellation and Lease Device Purchase Amount is charged to the account, the charges will not become due until the customer’s next bill cycle due date We further note that any Lease Device Purchase Amount charges are waived once Sprint receives the current device at the warehouse In addition, it may take up to two bill cycles for the returned equipment to be processed While no credit is warranted in this matter, Sprint applied a $courtesy credit to Mr***’s account Mr [redacted] expressed his satisfaction with the resolution provided We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

April 7, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Case # [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, This is in response to the letter received by our organization submitted on March 17, 2016, regarding [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attentionWe at Sprint see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with an equipment upgrade for the phone number ending in ***According to Ms***, the end user was allowed to perform the upgrade without her consentMs [redacted] has requested for this matter to be reviewed Sprint has reviewed Ms***’s complaint and notes that, on February 10, 2016, an equipment upgrade was performed for the phone number ending in [redacted] via Sprint’s Lease programFurther review of this matter indicates, on March 3, 2016, phone number ending in [redacted] was transferred to another Sprint account On April 6, 2016, we contacted Ms [redacted] to further discuss this matter, Ms [redacted] confirmed that this matter was resolved to her satisfaction and does not have further concernsWe apologized for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf I may be of further assistance, Ms [redacted] may reach me directly by calling ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, [redacted] William [redacted] Executive & Regulatory Services

October 4, 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 Ms***’s inquiry, she expressed her dissatisfaction with our declining to remove overage charges from her account resulting from a requested rate plan that she reversed a day laterShe acknowledged that we offered to credit a portion of the disputed overage charges but requested that we remove the charges in full due to her loyalty Ms [redacted] also described unfavorable customer experiences during her attempts to address that matter We regret any misunderstanding that may have occurred related to Ms***’s rate plan changes and corresponding account billing Our records reflect that the rate plan for her referenced line of service was changed from our Unlimited Freedom Plan to our 100-Minute Value Plan at Ms***’s request on July 31, 2017, but that she requested that we restore her previous rate plan on August 1, As a result of usage during the time that the 100-minute plan was active, we assessed overage usage charges of $1, While we sustain that those charges are valid and were not the result of any Sprint error, our records further reflect that Ms [redacted] previously brought this dispute to the attention of our department under separate cover and that we applied credits totaling $to her account on September 28, 2017, to offset her noted overage charges, prorated rate plan charges, and late payment fees reflected on her August invoice plus applicable taxes and surcharges During our October 2, 2017, follconversation with Ms***, we attempted to confirm the details noted above She indicated that her reported concerns were previously addressed to her satisfaction and that she considers the matter resolved We appreciate Ms***’s taking time to provide details of her experiences 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 have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused but are pleased that we were able to address Ms***’s reported concerns to her satisfaction If we can be of further assistance with these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive 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: I have communicated with Beacon Mobile for two weeks and no assistanceI was only given the run aroundwhich is why I am trying to get resolution via Sprinthat needs to happen for me to get business with Sprint rather than all the run aroundand get resoltuion 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: I still have not been applied all the creditsSprint is working with me and contacting me letting me know it will be done, but I will not accept until all is resolved Regards, [redacted]

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Case [redacted] – [redacted] *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] stated that her previously accepted offer on March 30, 2017, did not cover the promotional offer she believed was quoted She stated that she traded in her Apple iPhone device when she upgraded her device and has not received the credit for turning in the device She requested that Sprint honor the traportion of the promotion or cancel her service without being assessed any fees Pursuant to our response submitted on April 13, 2017, we contacted Ms [redacted] on April 11, 2017, and she agreed that all promised promotional credits were applied as agreed for the travalue of her device We attempted to speak with Ms [redacted] to discuss her concern in detail; however, she has notified our offices that she is out of the country for a month and will contact us to further address her concerns at that time Upon our follreview into this matter, we were unable to identify a Sprint billing or promotion-related error However, we look forward to addressing any outstanding account concerns upon Ms***’s return We regret any inconvenience this matter may have caused Ms*** If she would like to provide additional information for our review, 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 Analyst

June 23, 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 rebuttal complaint of [redacted] ’s submitted on June 8, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the data overage charges assessed to his account in association with his Sprint Pocket device for phone line ending in *** Ms [redacted] stated that Sprint determined that the device was inoperable and he no longer has the above-referenced device, which should have been cancelled since Mr [redacted] further stated that he had an unfavorable customer service experience while attempting to resolve his device concernsMr [redacted] requested that Sprint review this matter, cancel the above-referenced device and apply an adjustment to his account accordingly Sprint has reviewed Mr [redacted] 's complaintAccording to our records, Mr [redacted] activated phone line ending in [redacted] on April 13, At that time, he purchased a Sprint Pocket device at discounted pricing in exchange for two-year Service Agreement, which is scheduled to expire on April 12, Upon the activation of service, the above phone line was enrolled in Sprint’s 3G/4G Tablet plan with limited data allowanceFurthermore, our records reflect that Mr [redacted] exceeded the allotted data within his price plan, resulting in data overage charges totaling $as reflected on his June billing statement Please note that Sprint currently offers a number of tools available to assist customers with the management of their wireless bills and voice, data and text messaging A customer can dial *from their Sprint phone to receive text, data, and voice minute usage via an Interactive Voice Response (IVR) platformExisting customers with a designated preferred communication method on file will be notified if they incur voice, text or data overagesSprint also identifies and alerts customers through outbound calls or texts when they incur extremely and unusually high overages for the first time In addition, our customers can access and manage their accounts 24/by logging on to MySprint.com Customers can access this site on their smartphone or personal computer to easily view any alerts or notifications involving their account Our records reflect that Mr [redacted] 's account is established to receive text message notifications, per his preferred method of communication As a result, during the June billing period, Sprint sent text message notifications to phone line ending in [redacted] advising him that he has exceeded the data allotment in his price planAfter further review of Mr [redacted] ’s account, we are unable to substantiate that his Sprint Pocket device was deemed defective at our local Authorized Service & Repair Center location We spoke with Mr [redacted] on June 16, 2017, to further discuss his account concerns and relayed the aforementioned information to himDuring our discussion, he requested to cancel the Sprint Pocket device associated with phone line ending in ***We informed Mr [redacted] that his account will be assessed a $prorated Early Termination Fee due to cancelling the above-referenced device prior to satisfying his two-year Service Agreement Although we sustain that the above charge if valid, we offered to waive the Early Termination Fee, as a courtesy, which Mr [redacted] accepted Additionally, we spoke with Mr [redacted] again on June 21, 2017, and he confirmed that the Sprint Pocket device was returned to a local Sprint Retail Store locationWe informed Mr [redacted] that the local Sprint Retail Store confirmed that the above device was returned on June 6, We regret any miscommunication that may have occurred regarding this matterTo retain the account, we offered to issue a one-time adjustment of $to offset the data overage charges and late fees reflected on Mr [redacted] ’s June 15, billing statement, as a courtesyMr [redacted] accepted our resolution and elected to continue service with SprintWe advised Mr [redacted] that the aforementioned adjustments will appear on his July 15, billing statementAccordingly Mr [redacted] expressed his satisfaction in Sprint’s efforts to resolve his account concerns We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our Sprint Retail Store location and our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

January 12, 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received, Ms [redacted] stated that someone had accessed her account online and ordered two new devices with two new lines of service without her consent She stated that she contacted Sprint immediately to advise what had occurred She stated a fraud case was opened and she was advised hat the fraudulent charges would be removed from her account in 5-business days and to date, the charges have not been removed She is requesting a resolution to this issue We spoke with Ms [redacted] on January 9, 2017, and she stated that the issue was previously resolved to her satisfaction We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our 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 We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

Tell us why here...February 22, 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 February 17, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] ’s follfiling expressed her concerns with the delay in receiving a refund check, after turniher Samsung Galaxy Note device at the Sprint Retail Store locationMs [redacted] stated that upon completing her device exchange from a Samsung Galaxy Note to a Samsung Galaxy Sdevice, she was informed that she would receive a refund check of $by December 16, However, Ms [redacted] did not receive the refund check on that dateTherefore, Ms [redacted] requested that Sprint review this matter and honor her refund Sprint has reviewed Ms [redacted] ’s complaintAs stated in our initial response, we regret any miscommunication that transpired between Ms [redacted] and the Sprint Retail Store representativeIn an effort to satisfactorily resolve Ms [redacted] ’s concerns, we engaged the Sprint Retail Stores Management teamAs a result, our Retail Stores Management team has escalated her concerns to have the refund check expedited Upon receipt of Ms [redacted] ’s follfiling, we have confirmed that Ms [redacted] received her refund check of $on February 16, Additionally, we spoke with Ms [redacted] on February 17, 2017, and she confirmed the receipt of her refund checkMs [redacted] further advised that her issue has been resolved to her satisfation We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf 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 LM [redacted] Dar-Sheen LM [redacted] Executive & Regulatory Services

[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: this has been resolvedPlease close this case 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]