Sprint Corporation

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 meAlthough my account has been adjusted, it took a month and tireless efforts for them to finally do what I tried to explain to representatives the first chance I noticed it and was dismissedDuring that time of going back and forth, my phone was disconnected due to their carelessness and I had no choice but to switch services and terminate my contract with sprint unwillingly and am now faced with outrageous termination fees that I do not feel I am responsible for Regards, [redacted] ***

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

March 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 inquiry filed with your office by Mr [redacted] , and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Mr [redacted] states that he subscribes to an unlimited plan for his phones and has been paying over $per month, instead of $per month that he anticipated He further advises that sometimes his outbound calls and text messages are not successful and that his LG device will not power on Therefore, Mr [redacted] is requesting that we waive his cancellation charges and credit his account for the last two invoices We attempted to reach Mr [redacted] via email and telephone on February and 28, 2017, and then on March 3, 10, and 16, We also mailed a letter to the address on file on March 20, 2017, requesting that he contact us regarding this inquiry; however, it was returned Unfortunately, we have not received a response Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify or authenticate that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and a security question and that the PIN or security question is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We regret that Mr [redacted] ’s experience with our service in his local calling area is falling 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 Upon initial review, we confirmed that Mr [redacted] ’s monthly charges are billing correctly per the service plan, equipment installment billing, lease charges, and applicable taxes on file In order to provide a more detailed review of our findings, and to address any additional account and equipment concerns, it will be necessary for us to speak with Mr [redacted] so that he can provide the required account security information We regret any inconvenience that this matter may have caused Mr [redacted] If these matters remain unresolved, or he needs further assistance, he can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive 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: 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]

June 1, To Whom It May Concern: We appreciate your assistance in bringing Ms [redacted] ’s concern to our attention We apologize for any inconvenience that may have occurred as a result of this matter In her inquiry, Ms [redacted] indicates that she moved to an area that Sprint does not provide coverage As a result, she requests that her account Early Termination Fee be waived in order that she can port her phone number to another carrier She also expressed her dissatisfaction in regard to the level of customer service she received when she attempted to resolve the matterOur investigation of Ms [redacted] ’s network coverage at her new residence address indicates that it is located in a “good” network coverage area Customers should generally receive signal strength sufficient to make and receive calls; however, small pockets of poor service may occur based on obstructions, foliage, and terrain Our network quality team also reported that our network is generally performing within parameters in the area of her residence During our discussion with Ms [redacted] on May 31, 2016, we confirmed that she ported her phone number to another carrier on December 6, 2015, because she was not satisfied with our service coverage in her area We explained to Ms [redacted] that the outstanding balance on her account is valid for unpaid service charges and an Early Termination Fee for a device she received at discounted pricing In an effort to reach an amicable resolution in this matter, we advised her that we applied $in account credits to offset the associated phone’s Early Termination Fee, Monthly Recurring Charges, late fees, taxes, applicable fees and surcharges As an additional courtesy, we also requested that the account be recalled from the outside collections agency and that all negative reporting for this debt be removed Please allow up to days for the process to complete Ms [redacted] stated that the matter was resolved We appreciate Ms [redacted] for 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 If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

May 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 her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received from our retail care representatives while trying to resolve a damaged device issue Ms [redacted] said on April 19, 2017, her husband’s device had a small crack and he took it to one our retail stores for repairHe was told it would cost $He was contacted by retail representative ***, and was told that the device could not be repaired However, he states that [redacted] told him to come to the store and he will replace it Mr [redacted] went to the store and spoke with another representative, who told him he will have to pay $to get the device replacedMs [redacted] said she called the store to explain what [redacted] told them and she said the representative was very unprofessional Ms [redacted] is requesting the device be replaced as it was in good condition when it was dropped off Our record reflects that Ms [redacted] ’s device was replaced on April 24, 2017, at our retail store During our discussion with Ms [redacted] on April 28, 2017, the information outlined above was explained to herMs [redacted] confirmed the device has been replacedShe said her husband went back when [redacted] was around and he replaced the device at no costMs [redacted] thanked us for reaching out to her We appreciate Ms [redacted] for taking time to provide details of her experience with our retail 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, and are happy that Ms [redacted] ’s issue was resolvedIf 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

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , John A [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrJohn A [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed Sprint’s $Premium Data acharge being assessed to one of his lines of service Mr [redacted] stated that the subscriber using the device in question does not utilize data services He requested that he receive a credit for the assessed charges and it be removed from his Sprint account or his service plan be lowered by the amount in question Sprint has reviewed Mr [redacted] ’s complaint regarding the $Premium Data acharge The charge assists Sprint in offering simple and affordable unlimited plans for its customers while maintaining a wireless network able to meet the growing appetite for a richer mobile experience Smartphones are capable of delivering a much richer data experience As a result, Smartphone users generally use considerably more data than users of traditional feature phones We appreciate Mr [redacted] taking the time to provide us with the details of his concerns Please be assured that we value his feedback and that his concern has been forwarded to the appropriate managerial staff for further reviewSprint notes that the required $Premium data ais clearly and conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process For customers who do not want to pay the monthly $Premium Data acharge or do not need a Smartphone, Sprint offers a full range of feature phones (including popular touch screen devices, eco-friendly devices, etc.) that also have access to data and provide a great wireless experience We contacted Mr [redacted] on September 21, 2017, to discuss the information outlined aboveAlthough we find no Sprint billing error, and deem the charge as valid and payable to Sprint, in our effort to reach an amicable resolution to this matter, we applied a credit of $to his Sprint account to offset the charge for months plus tax Mr [redacted] understands that no additional credits will be applied regarding the $Premium Data acharge We regret any inconvenience these matters may have caused Mr [redacted] If he has any questions regarding his reported concerns, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Twana TExecutive Services Analyst

May 1, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with the process endured regarding the contract buyout promotion with Sprint He states he has followed all steps to submit for the reimbursement gift card; however, he has received conflicting information if he met the criteria or not Due to this, his past due [redacted] bill has remained unpaidIn 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 pricingDuring our conversation with Mr [redacted] on April 24, 2017, we requested a copy of his [redacted] bill for review Upon receipt, we confirmed the switching fees incurred and expedited shipping of his reward card in the amount of $ On April 27, 2017, we addressed the compensation Mr [redacted] requested in the amount of $ We extended an offer to credit $63.20, which was the current balance on Mr [redacted] ’s account Mr [redacted] did not accept our offer; however, he did confirm that he considered our actions to his complaint resolvedWe appreciate Mr [redacted] for taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Mr [redacted] has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

May 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she cancelled her service due to ongoing service issuesShe stated that she was aware of the Early Termination Fees that would apply; therefore, she was expecting her final invoice so that she could turn it into her new service provider who would compensate her for the switching costsMs [redacted] stated that, although she made multiple requests, she had yet to receive the final invoiceAs a result, Ms [redacted] requested to have her final invoice delivered as soon as possible We regret the circumstances that led to Ms [redacted] ’s filing of this complaint Our records reflect that Ms [redacted] ported out her Sprint services on March 4, On March 13, 2017, Ms [redacted] contacted our Customer Care department and requested a copy of her final invoice; however, it was not yet available, as the account’s bill cycle is from the 24th to the 23rd of every monthOn April 28, 2017, we mailed a copy of Ms [redacted] ’s final invoice via certified mail During our discussion with Ms [redacted] on May 4, 2017, we outlined our aforementioned findings Ms [redacted] confirmed receipt of her final invoice; however, she questioned the bill balance and the charge for the monthly service plan in full since the services were not used for the entire monthWe explained to her that Sprint advertises and provides services in monthly increments If services are terminated before the end of the current billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the customer’s service planAlthough Ms [redacted] elected to port out prior to the bill cycle end date, the full monthly service charge is valid, as it is outlined in our Terms and Conditions of ServicesHowever, in effort to promote customer satisfaction, and bring closure, we offered a one-time account credit of $to offset half of Ms [redacted] ’s service planWe are pleased to inform you that Ms [redacted] expressed her satisfaction with our handling of this matter Accordingly, Sprint considers this matter fully addressed and resolved We regret the circumstances that led Ms [redacted] to cancel her service If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Leslie [redacted] Executive 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

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX4015, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] states that due to not receiving promised plan rates and network issues he is experiencing, he elected to port-out his services Mr [redacted] is requesting reimbursement and to be released from his agreements We regret that the coverage in Mr [redacted] ’s area has fallen short of his expectations We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers We confirmed that our network in Mr [redacted] ’s referenced area was operating within parameters and is within Sprint’s “good” coverage during the time he stated that he experienced poor 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 website 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 pricing Further, promotions are subject to change and not all devices are compatible with all service plans This information can be viewed in our Terms and Conditions of Service on www.sprint.com Upon upgrading his devices, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchases and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreement, which includes a description of the charges in question Based on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation and/or upgrades completed on his account Mr [redacted] previously confirmed that he ported his numbers to another carrier We confirmed that Mr [redacted] remitted a payment for the associated Early Termination Fees and his devices have been unlocked We also canceled the line associated with Mr [redacted] ’s Airave device, and sent him a postage paid return kit to facilitate the return of this device On January 23, 2018, we spoke with Mr [redacted] regarding his concerns, and attempted to follwith him on January and 30, 2018, to clarify any specific concerns regarding his account or the issues raised in his complaint; unfortunately, he has not responded We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account Mr [redacted] should have his PIN and security information available when he contacts us We regret any misunderstand that may have occurred If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with her billing and a promotional offerMs [redacted] stated that she was extended an offer that is not being honoredMs [redacted] stated that her monthly recurring charges were quoted at $She requested that the promotional offer be honored or that she be allowed to cancel her Sprint 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 website at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We contacted Ms [redacted] on August 1, 2017, and advised that we could not locate a call to substantiate her claims of the referenced promotional offerWe also advised Ms [redacted] that she could save approximately $per month by signing up for automatic paymentsAlthough we were unable to substantiate Ms***’s claim, in our effort to reach an amicable resolution to his matter, we extended an offer to credit $to her Sprint account, which would be equivalent to months of the promotional offer she referencedMs [redacted] accepted our offer We regret any inconvenience this matter may have causedIf we may be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana [redacted] Executive Services Analyst

May 18, Consumer Specialist Kansas City 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] submitted on [redacted] 28, We appreciate your assistance in bringing our customer’s concerns to our attention In Ms***’s filing, she stated that she was offered a Tablet device for $per monthHowever, the monthly recurring charge have exceeded the quoted amount as reflected on her monthly billing statements Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaint Our records indicate that Ms [redacted] established phone number ending in [redacted] by purchasing a Tablet device on June 9, 2016, via Sprint’s Monthly Installment Billing program with a monthly installment billing charge of $per month In addition, she selected Sprint’s Tablet Data plan with limited data allowance for $per monthThis plan offers a 3G/4G experience while using experiencing the rich data serviceWhen the data threshold is reached, our customers may enjoy an additional data usage at $15, per 1GBAdditionally, we have confirmed that the Tablet device associated with phone number ending in [redacted] is receiving a monthly credit of $per month to offset a portion of the monthly recurring charge as reflected on the August through May billing statementsAs such, the monthly rate totals $per month, which includes the monthly recurring charge and monthly installment billing chargeBased on our review, we are unable to identify any billing errors 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 addition, our Retail Store location has clearly met the obligations of Sprint’s policies and procedures, for suchIn our continued efforts to provide all of our customers with the best information possible, we are unable to substantiate that Ms [redacted] was quoted a monthly rate of $per month We spoke with Ms [redacted] on May 10, 2017, with regards to the monthly price plan Sprint identified that Ms [redacted] did not review the monthly statement nor had knowledge of the aforementioned monthly discount associated with phone number ending in *** As a courtesy, we provided a price plan review and offered a $monthly credit for three months In addition, we recommended that Ms [redacted] reviews her monthly billing statements via Sprint.com on-line servicesHowever, Ms [redacted] declined our proposed offerShould Ms [redacted] reconsiders her position and wish to accept our proposed offer, we encourage her to contact the undersigned below within days from the date of this response We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive Services Analyst

June 13, 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 customer’s concern to our attention In the information provided, Ms [redacted] described an unfavorable customer experience provided during her attempts to resolve issues with promotional pricing on her Sprint account She stated that when she switched her service to Sprint she was quoted charges totaling $per month; however, when she later visited her local Sprint retailer, she was advised that the promotional offer that was originally offered was not applied properly She also stated she was offered Sprint’s Buy One Get One (BOGO) promotion for her leased devices, which she stated is also not awarding properly As a result, Ms [redacted] is requesting that the BOGO and service plan promotions be honored or that she be allowed to cancel her Sprint service without being assessed any fees In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published 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 pricing We regret any possible misunderstanding that may have occurred in reference to Ms [redacted] ’s promotional concerns We contacted her on June 9, 2017, and she advised that prior to our interaction, a member of one of our escalation teams reached out to her on June 8, and advised that all promotional codes have been applied to her Sprint account and informed her that she would see them within one to two bill cycles We will monitor Ms [redacted] ’s Sprint account to ensure that the promotions applied reward as stated Ms [redacted] expressed her satisfaction with our interaction and commitment to follwith her in the allotted timeframe We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually seeking ways to improve the level of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes If we can be of further assistance with these issues, Ms [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, Twana T Executive Services Analyst

October 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Sandra Marie J [redacted] Sprint Account XXXXX*** Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MsSandra Marie J [redacted] We appreciate the opportunity to address her concerns Based on the information provided in her inquiry, MsJ [redacted] advised that she agreed to an Installment Billing Agreement (IBA) for a phone months ago; however, she believes the IBA was changed to a Lease Agreement without her knowledge MsJ [redacted] further advised that when she attempted to return the phone at a retail store, an employee damaged the device Therefore, she is disputing the $Device Purchase Price (DPP) for this phone Our records reflect that on September 15, 2017, MsJ [redacted] attempted to turn in her iPhone 6s at the end of her 18-month Lease Agreement at a retail store, and upgrade her device However, because the device’s screen was damaged on her leased phone, and she was advised by the store employee that she would be assessed a fee for the damage if the screen was not repaired, she elected to cancel the Lease Agreement, PR-L-22125166, and pay the DPP of $because it was less expensive than paying the repair fee for the screen The information regarding the DPP and the damaged device fee is reflected on the signed Lease Agreement dated February 21, It specifically outlines that Sprint owns the device during the lease term, and once fulfilled, she would have the option to purchase the device for $175, plus applicable taxes The Lease Agreement also clearly states that the user is responsible for ensuring that the device remains in good working order throughout the life of the lease Our records further reflect that one of our representatives offered MsJ [redacted] a $credit on September 25, 2017, as a gesture of goodwill, to offset a portion of the DPP, leaving a $balance, which she accepted During our conversation with MsJ [redacted] on October 16, 2017, she stated that she remains dissatisfied with the credits received As a result, although we did not identify a Sprint error, we offered an additional $account credit to offset one-half of the DPP, as an additional gesture of goodwill, and to bring closure to this matter MsJ [redacted] accepted this offer; however, she then stated that she is still disputing the remaining $DPP, and stated that she would like to provide our office with a copy of the IBA, rather than the Lease Agreement we have on file for this phone, which she believes provides justification for full waiver of the DPP We agreed to review any additional documentation that she may have, but to date, our office has not received a copy of the IBA As previously stated, we have a signed Lease Agreement on file for this phone We advised MsJ [redacted] that if the screen is repaired and the phone can be returned to Sprint in good working condition, with no physical damage, we will credit the remaining DPP of $ If a valid copy of an IBA is not provided by MsJ [redacted] or if the device is not fully repaired, we respectfully decline any additional goodwill credit consideration for this matter Our noted offers are available to MsJ [redacted] until November 10, We regret any inconvenience that this matter may have caused MsJ [redacted] and appreciate her business If she needs further assistance, or would like to accept either of our noted offers, she can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

March 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on March 17, 2016, regarding her account concernWe are confident her issue has been addressed and resolved In the inquiry, Ms [redacted] indicated she is a new customer and signed up with five line of service with a promotional offer and was told that her cost would be $per monthTwo of the devices she wanted were not in stock, but were ordered and she picked them up at a later timeOne of her other devices was defective, and she went back to the store for a replacementAs a result, she is requesting that these matters be reviewed We reviewed Ms [redacted] account and partnered with the store manager regarding the monthly cost of serviceThe manager has taken ownership of the issue and we confirmed the plan is set up correctMs [redacted] was overcharged for her plan on the January, February and March invoicesThe appropriate credits were applied to her account to offset the billing error We also confirmed that Ms [redacted] has working devices at this timeShe was not charged for restocking feesIn addition, the five activation fees she was assessed were previously creditedWe will follow up and review Ms [redacted] ’ April invoice to confirm the charges are correct We appreciate Ms [redacted] for taking time to provide details of her experience with customer service and the storeWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of Sprint coverage available in areas where she and her family require wireless communication capability and with the terms of our Satisfaction Guarantee return processShe reported that we declined her the ability to return her equipment and terminate her services with us when she requested due to her having exceeded our 14-day timeframe She requested that we allow her to return her equipment to the point of sale, terminate her Sprint services without any cancellation fees, and provide a refund of her paid equipment charges minus any applicable restocking fees We regret that our network coverage may not have met the wireless communication needs and expectations of Ms [redacted] and her family Sprint confirms coverage based on the service address and locality customers provide at the time of service activation Continuation of services after the 14-day Sprint Satisfaction Guarantee (the date of sale is Day One) period constitutes acceptance of our Terms and Conditions of Services and any Service Agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot guarantee the availability of coverage at any location at all times Consequently, if the lack of coverage at the service address causes customers to cancel services after our published return period, any applicable Early Termination Fee or accelerated equipment installment charges associated with their Agreement(s) are considered valid We spoke with Ms [redacted] on June 1, 2017, and explained the information outlined above We also advised that, based on our review, we are unable to identify any outage or anomaly with our network that would lead to the service issues she described However, based on any misinformation that may have been provided to her regarding our network coverage or our Satisfaction Guarantee timeframe, we complied with Ms [redacted] ’s request and will accept the return of her wireless devices to Sprint in exchange for a waiver of all remaining equipment and account charges However, because we are unable to identify any error on the part of Sprint related to her reported dispute, we respectfully declined her refund request Ms [redacted] accepted our resolution and agreed to return her devices to us in the prepaid shipping packages that we providedWe explained that, upon verification of our receipt and the condition of her returned equipment, we will waive all corresponding unpaid equipment charges and her remaining $account balance Our records reflect that Ms [redacted] successfully ported her mobile numbers from our network to a different provider on June 7, 2017, and that her tablet line of service was canceled effective June 14, 2017, due to the pending return We advised Ms [redacted] to allow up to two weeks from the date of our receipt of her equipment the referenced account credits to reflect on her account Ms [redacted] stated that she is satisfied with our actions We regret any inconvenience these matters may have caused, as well as the loss of Ms [redacted] ’s business If we may be of further assistance with these concerns, Ms [redacted] can reach me by calling our department toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

Tell us why here...April 10, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] - [redacted] Sprint Account#XXXXX [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] - [redacted] submitted, on March 24, We appreciate your assistance in bringing our customers' concerns to our attention According to the information received, Ms [redacted] - [redacted] expressed her dissatisfaction with an account balance of $reflected on her account, after a Change of Ownership was completedMs [redacted] - [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] - [redacted] ’s complaintAccording to our records, Ms [redacted] - [redacted] contacted Sprint on October 25, 2016, with regard to her account balanceAt that time, Sprint informed Ms [redacted] - [redacted] that her account was assessed data overages totaling $associated with phone number ending in [redacted] as reflected on her September billing statementOur records further indicate that Ms [redacted] - [redacted] reversed her October 25, 2016, payment of $with her financial institutionPlease note that we spoke with Ms [redacted] - [redacted] again on November 15, 2016, regarding this matter and advised her that the charges were deemed valid We spoke with Ms [redacted] - [redacted] on April 4, 2017, to relay the above information to herAlthough we sustain that the charges are valid, to provide closure for this matter, Sprint agreed to apply an adjustment of $to her account to offset the balance, as a courtesyPresently, Ms [redacted] - [redacted] ’s account reflects a zero balanceWe confirmed that she was satisfied with the resolution provided We regret any inconvenience that Ms [redacted] - [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms [redacted] - [redacted] can contact me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Service

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] – Rebuttal [redacted] 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 [redacted] concerns to our attention and regret that she has contacted your office once again In the information provided, Ms [redacted] stated that she did provide several bank statements and all of the credit card numbers that she had; however, she will accept the 75% equipment discount and requested that we deduct $that we advised that we located from a previous device purchase We are pleased to advise that Ms [redacted] contacted our office and accepted the 75% equipment discount offer As such, she purchased a Samsung Galaxy Sin the amount of $ She was to receive her device within to business days During a follconversation with Ms [redacted] on July 20, 2017, she confirmed receipt of the device and stated that she had no further questions regarding this matter, and that she considered this matter resolved 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