Sprint Corporation

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

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, [redacted] ***y Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , who confirmed her recent name change to Ms [redacted] ***y We appreciate your assistance in bringing our customers' concerns to our attention In the information received, Ms***y related that recent changes to two of her lines of service led to our assessing Early Termination Fees (ETFs) totaling $to her Sprint account but that representatives at one of our retail locations assured her that the charges would be removed from her account due to the reversal of those changes Unfortunately, the charges remain on her account and have led to service interruptions As a result, she requested that Sprint apply account credits to offset the charges and that her account be restored to good-standing We regret any misunderstanding that may have occurred related to the referenced changes to Ms***y’s services, as well as any delay in addressing her billing dispute Our research revealed that a Sprint-authorized retail store representative assisted Ms***y with the migration of two of her lines of service from her Sprint account to one of our prepaid divisions on May 19, 2016, but that those lines were restored to her Sprint account on June 28, As a result, the two disputed ETFs were to be credited; however, an inadvertent keying error led to a delay in processing that action To fully resolve Ms***y’s concerns, we applied credits to her account totaling $to offset two $ETFs plus late payment fees and associated taxes and surchargesAs a result, her account is in active status, in good-standing, and currently reflects a $balanceMs***y indicated her satisfaction with the actions taken On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***y If we can be of any further assistance with this issue, Ms***y can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan 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

[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***

May 16, 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 inquiry filed by Ms [redacted] on behalf of Sprint account holder [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] described an unfavorable customer experience while attempting to resolve a billing dispute Mr [redacted] stated that he activated new services with Intelos which included unlimited data; however, he incurred over $in overage charges reflected on his March invoiceMr [redacted] requested to cancel his account without additional fees Please note that the FCC recently approved a transaction between nTelos and Sprint affiliate Shentel Sprint/Shentel have acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/Shentel after a multi-month Network transition process As part of this transition, nTelos customers in the affected markets will have the opportunity to either switch to Sprint/Shentel or they may choose to go to another provider Sprint/Shentel will be offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits Affected nTelos customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, has already been sent to all affected customers Accordingly, nTelos customers with questions about their former or current nTelos or [redacted] account can contact nTelos Customer Service at [redacted] (###-###-####) or Prepaid [redacted] customer service [redacted] - [redacted] (###-###-####)Customers may also dial from their device Our records reflect that Mr [redacted] spoke with one of Sprint’s Customer Care representatives on April 26, 2017, and selected from one of Sprint’s current price plans As a result, Sprint applied credits totaling $to offset the data overages occurred between February 14, and March 13, These credits will be reflected on Mr***’s May invoice Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail on May 2, 4, and 10, 2017, to discuss his reported concerns in detail were unsuccessful We also mailed a letter on May 4, 2017, to Mr***’s billing address of record via U.S.P.S inviting him to contact us to confirm that his issues have been resolvedHe has not responded to our contact attempts; however, based on our review, we believe that his billing concern has been fully addressed We regret any inconvenience these ***ers may have caused If Mr [redacted] requires additional assistance with these concerns, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

[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 hope that they will not continue charging me after indicating my account is resolved as they have done numerous times in the past Unfortunately, they are a business that cannot be trusted 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: 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]

[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]

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

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

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

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

April 26, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] N [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] N [redacted] submitted on April 12, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with her recent device purchase According to Ms [redacted] , she was discouraged from purchasing the device of her choice In addition, Ms [redacted] expressed her dissatisfaction with the terms of Sprint’s Satisfaction Guarantee return period Ms [redacted] stated she would like to exchange the device, while within Sprint’s Satisfaction Guarantee return period, without being assessed a restocking fee Ms [redacted] further expressed her dissatisfaction with her inability to access her Sprint account with the authentication information she provided Ms [redacted] requested that Sprint review these matters, allow her the ability to exchange her device with the waiver of the restocking fee, and apply a courtesy credit to her account to offset the cost of her accessory purchase for her device Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] on April 19, At that time, we explained to her that Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return period on all our productsCustomers can return their device to the point of sale within that time period for a full refund Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If the customers’ service plan required a service agreement, no termination fee is charged when the customer cancel within 14-days of activation and the product is returned complete and undamaged Additionally, customers will receive reimbursement Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when device is returnedCustomers are responsible for any out-of-plan usage, such as but not limited to premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges and any related taxes, surcharges and fees accrued on their account through the deactivation date will be billed on the final invoicePlease also note that this policy may not reflect the additional return policies of our authorized third-party dealers or retailersAdditional information regarding Sprint’s full return policy can be found at www.sprint.com/returns In addition, Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need, or disclosing customer information unless authorized by the customer or otherwise permitted by law For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms [redacted] may visit our website sprint.com/legal/privacy.html In an effort to mutually resolve this matter, on April 14, 2017, Sprint applied a courtesy credit totaling $to Ms [redacted] ’s account to offset the cost of the restocking fee and the accessory purchase Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms [redacted] 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

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

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

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

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

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

[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]

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