Sprint Corporation

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID [redacted] , [redacted] Sprint Account XXXXX 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] expressed his dissatisfaction with frequent interruptions of his Sprint servicesHe described unfavorable customer experiences during his attempts to address that concern and requested that we provide an explanation We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s Sprint charges However, we have been unable to identify any billing error associated with his account based on his chosen rate plan, equipment, and other account options Our records reflect that Mr [redacted] has contacted our Customer Care department on multiple occasions to discuss his billing and service interruptions During those interactions, we have explained his rate plan and other account charges to him thoroughly and advised that his disputed services suspensions are the result of his not fully satisfying his past-due account balances in a timely manner During our December 8, 2017, conversation with Mr [redacted] , we explained the information noted above Although we could not identify any error on the part of Sprint, we offered to apply a credit of $to his account to offset one month’s service charges as a courtesy in order to assist in bringing his past-due account balance current He accepted our offer, and we applied the credit as agreed, leaving his account with a balance due of $ On December 12, 2017, Mr [redacted] followed up with us due to his services being suspended for non-payment once again and requested that accept a payment arrangement to restore his services Based on his payment history, we informed him that we are unable to accommodate that request but would need to forward his call to our Finance department for further assistance Mr [redacted] indicated his understanding of our response and agreed to work with that department in an effort to bring his account balance current and restore his services We regret any possible inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

June 23, 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 the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced in this matter According to the information provided in the complaint, Ms [redacted] indicates that she is unable to access her account at www.sprint.com She requests that the two-step account security process via the text message communication method be removed She also expresses her dissatisfaction with the performance of a replacement phone she received She requests that her phone be replaced She also requests an account credit We attempted to discuss these concerns with Ms [redacted] on June 12, and 21, We also sent her a letter via the U.SMail asking her to contact us Unfortunately, we have been unable to reach Ms [redacted] via phone, email or the U.SMail However, to further address her concern, authentication of her account is required Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, Ms [redacted] can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can resolve her concern Our review of the account records indicates that the two step text message account security communication method required at www.sprint.com for her account was previously changed to an email communication method in accordance with her request Our review also indicates that we previously sent her a replacement phone in accordance with her request 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, Patricia SExecutive Services Analyst

January 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, submitted on January 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she expressed dissatisfaction with the level of customer services she received while attempting to address an unauthorized payment arrangement set up on her accountMs [redacted] is requesting consistency in the information being provided in regard to account XXXXX***, and that her services be restored We spoke with Ms [redacted] on January 17, 2017, regarding her disputeAt the request of Ms***, we reviewed the call recording for the payment arrangement transaction in questionBased on our findings, we confirmed that the payment arrangement was agreed to in the amount of $to be drafted from her credit card on January 5, Ms [redacted] understood the information provided and advised that this matter has been addressedWe appreciate Ms [redacted] for taking the time to provide us with details of her recent customer service experience 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 processesWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached 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 Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] C [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] C [redacted] submitted on December 9, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she cancelled her Sprint account on April 11, 2016, and remitted a payment towards the final billing statement However, Ms [redacted] was informed that her account was forwarded to an outside collections agency due to the outstanding account balance Therefore, Ms [redacted] ’ requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’ complaint According to our records, on April 11, 2016, Ms [redacted] ported-out phone number ending in [redacted] to another wireless service providerAs a result, her account was systematically cancelled on the same day and a final bill was generated in the amount of $63.48, which is reflected on the May invoice Our records further show, that Ms [redacted] remitted a payment of $to her account; however, the payment was applied towards the April past due balanceAs a result the account remained closed with an outstanding balance of $ This balance represents monthly services charges associated with phone line ending in ***, late fee and applicable taxes as reflected on the August invoice Based on our account review, we were unable to identify any billing errorsAs such, we consider the balance to be valid Subsequently, on August 12, 2016, her account was forwarded to an outside collections agency, due to non-payment of the outstanding account balance We spoke with Ms [redacted] on December 19, 2016, and relayed the aforementioned information to her Although we were unable to identify any errors on the Sprint’s part, we agreed to apply an adjustment of $to her account, leaving her account closed with a zero balance Also, we requested that the outside collections agency to cease collection activity and remove all negative reporting from the credit bureaus We ask that Ms [redacted] allows up to days for the completion of this processMs [redacted] expressed her satisfaction with the resolution provided We appreciate Ms [redacted] taking the time to provide us with the details of her concerns and experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’ feedback and will utilize his input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extExt***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX May 31, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] stated that she was informed she would not be charged a $access for the two new lines of service However, the access fees for the new lines of service were not waived, and she has been unable to resolve this matter She also stated that she was offered a new iPhone for one-half of the purchase price and a credit toward her iPhone 6s, which she has not received She has requested that we honor the offer, apply a $credit to her account for her inconvenience, and cancel her service without penalty We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these matters In lieu of the $recurring credit to offset the access fees for the lines of service ending [redacted] and ***, we applied a one-time lump sum credit of $to her account in addition to credits totaling $previously applied We have updated our records to reflect a recurring credit equal to one-half of the lease charge for the iPhone associated with the line of service ending *** Additional credit is not warranted However, we appreciate Ms [redacted] ’s patience while resolving her billing concerns Also, we appreciate her continued business If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

[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 did nothing to try and solve the issueTerrible customer service Regards, Tevin G***

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx 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 customer’s concerns to our attention In his inquiry, Mr [redacted] states that he has been attempting to gain access to his account online in order to verify the charges on his bills and to make payments He further states that when he contacted our Customer Care department, his concerns were not resolved to his satisfaction He states that Sprint wants to send a text code to his phone; however, he states he does not have text messaging services Mr [redacted] states he seeks assistance with the matter and requests access to his online Sprint account We contacted Mr [redacted] regarding his online account access and text messaging concerns We offered to investigate these matters and follwith him Upon completion of our investigation, we determined that the devices on Mr [redacted] ’ account are text capable and have the ability to send and receive text messagesMr [redacted] selected service plan does not include text messages and blocked for two-way Short Message Service (SMS); however, it does not block free text messages from Sprint like the one-time security passcode that we send to prevent fraud when he signs into his accountWe advised Mr [redacted] via email when he signs into his online account to select his phone number, and that he will receive a five digit passcodeAfter entering the passcode, he will have access to his account The passcode expires after minutes There are many factors that can drive this identity validation, but the leading driver is logging on from a different device This may also occur when logging out on sprint.com, remaining idle for more than minutes, or accessing pages requiring additional security, such as Permissions or Profile and Security Only SMS is available at this time when asked to verify when checking out Additionally, as a goodwill gesture, we applied a credit for $to offset the late fees assess towards the January billing statement Although we were unable to identify a Sprint error, as an additional gesture of goodwill and as a demonstration of our appreciation of Mr [redacted] ’ long tenure with Sprint, we applied a one-time account credit of $to offset a portion of his monthly service charges We appreciate Mr [redacted] for taking time to provide details of his customer experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter has caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Revdex.com: I just resolved this issue with an executive from Sprint and find that this resolution is satisfactory to me Regards, [redacted]

September 8, Revdex.com [redacted] ** [redacted] Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] Sprint received this inquiry on August 23, We appreciate your assistance in bringing our customer’s concerns to our attention In his inquiry, Mr [redacted] states that he purchased the HTC One Mdevice in December for $He further states seven months later the device started to overheat at touch He decided to visit the Sprint store and was advised that no issues were found with the battery or deviceHowever, Mr [redacted] states that he continued to experience the same issues so he contacted our Customer Care department, but his concerns were not resolved to his satisfaction He then returned to the store and was provided a replacement device on August 15, 2016; however, three days after receiving the replacement device, he states the same issues occurredAs a result, Mr [redacted] is requesting that he be provided with a new replacement device or be refunded for the cost of his device During our discussion with Mr [redacted] on August 29, 2016, he stated that he went back to the Sprint store on August 27, 2016, and was offered the HTC One Ato address his device concerns We followwith Mr [redacted] on September 7, 2016, and he confirmed that his new replacement device is working properly and is no longer experiencing any issues Additionally, as a gesture of goodwill, we applied a $account credit As a result, we believe this matter has been fully addressed and resolved We appreciate Mr [redacted] for taking the time to provide us with the details of his experience regarding his device concerns We are continually striving to improve the quality of service provided to our customers Please be assured that his feedback was shared with the appropriate managerial staff We regret any inconvenience that this matter may have caused Mr [redacted] and very much appreciate his patronage If our office can be of further assistance, he may contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension #### I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

April 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms***: On March 30, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] *** According to the information provided, Ms [redacted] upgraded to the iPhone device through the iPhone Forever program; however, she continues to be billed lease charges for the iPhone 6s device she returned We appreciate your assistance in bringing Ms***’s concerns to our attention We regret any confusion regarding Ms***’s lease charges On April 13, 2017, we contacted Ms [redacted] to discuss her concerns in detail At that time, we canceled the lease agreement associated with the iPhone 6s on the telephone line ending in [redacted] and waived the lease cancellation charges We applied credits totaling $to Ms***’s account for the late fees and reconnect fees assessed, and for the disputed monthly lease charges associated with the iPhone 6s device We also applied a credit of $for the disputed charge included on the March invoice Currently, the account reflects a balance of $ If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

July 7, Revdex.com of Greater Kansas City 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 dissatisfaction that her phone service was turned off instead of the service on her tablet, which led to her terminating her service She stated that she requested to pay the $account balance in order to unlock her device; however, the account balance increased to $ Ms [redacted] requested that her device be unlocked and thereafter; send her a final bill We regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services, as well as any possible difficulty she may have experienced during her attempts to unlock her device Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June 26, 28, and 30, 2017, were unsuccessful We also sent a letter to her at her address of record on July 5, 2017, acknowledging our receipt of her inquiry and advising of our need to speak with her directly in order to validate her account security information and obtain additional details that will aid in our assisting her To date, she has not yet responded to us Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s 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 unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options;the account associated with the device is in good standing;the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; andthe device has been active on the Sprint network, currently or in the past, for a minimum of days Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist Ms [redacted] with the concerns raised in her complaint We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We appreciate Ms [redacted] ’s taking time to provide details of her 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 that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these mattersWe believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so As such, if Ms [redacted] ’s issues remain unresolved, she can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again In his rebuttal, Mr [redacted] advised that, although he was assured that his previously-reported billing dispute was being addressed and corrected, his monthly charges remain higher than quoted to him at the point of sale He also attached documentation of that pricing quote We regret any remaining misunderstanding that may exist related to Mr***’s Sprint billing We again are unable to identify any billing error associated with his Sprint account based on his chosen rate plan, equipment, and other account options Our records reflect that Mr [redacted] established his three lines of services with us on April 15, 2017, on our Unlimited Freedom Plan, which includes unlimited talk time, text messaging, and data usage for $per month plus applicable taxes and fees Our records further reflect that he accepted 18-month device lease agreements for the equipment associated with two of those lines of service at a monthly rate of $per line, resulting in estimated monthly charges of $plus applicable taxes and surcharges We spoke with Mr [redacted] on July 18, 2017, and explained the information outlined above Mr [redacted] disputed our findings, again advising that he was informed by the manager of one of our retail stores that his monthly charges would be $Although we sustain that his monthly charges are reflected accurately on his monthly invoices, offered a one-time credit of $to offset an amount equivalent to the difference in his expected monthly charges and his actual price plan amount for months Mr [redacted] accepted our offer, and we applied the credit as agreed Mr [redacted] then indicated his satisfaction with our resolution We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance with this concern, Mr [redacted] can contact me directly by calling the Sprint Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s inquiry, she advises that she owned both of her wireless phones prior to establishing her Sprint account, and therefore, disputes the $Subsidized Phone Charge (SPC) that continues to appear on her invoices each month She further states that she has called our Customer Care Department every month to dispute the SPC, and this matter has not been resolved Therefore, she is requesting that we review her account, and permanently remove the SPC from future invoices Ms [redacted] subscribes to the ATT Mobile Choice plan, which is part of the Cut Your Rate Plan In Half promotion, and is $per month when activated with a non-discounted device An additional $monthly SPC per line is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan, as well as all of our current plans, at www.sprint.com Our records show that the phone line ending in [redacted] upgraded in December on a different account and accepted a deep subsidy (up-front out of pocket cost) with acceptance of a two year service agreement A change of ownership was later completed and the line was transferred to Ms***’s account Because the device was purchased at subsidized pricing, we do not consider the device to be paid in full until the two year service agreement is fulfilled, which in this case will be in December As such, the $SPC is a valid charge and will be assessed to line [redacted] through December Due to any miscommunication or misinformation that may have been provided regarding the monthly charges, we applied credits to Ms***’s account totaling $ This credit represents adjustments for three late fees, all previously unadjusted SPC, credit to offset the $SPC for phone line [redacted] for the remaining months of the service agreement, and a $courtesy credit in appreciation of Ms***’s business Ms***’s account now reflects a credit balance of $490.69, and she confirmed satisfaction with this resolution We appreciate Ms [redacted] for taking time to provide us with the details of her experience with our customer service representatives, as we are continually striving to improve the quality of service provided to our customers Customer feedback is invaluable and consistently used as we re-evaluate our current processes, procedures and training curriculums We understand that this has been a frustrating experience and greatly appreciate the opportunity to rebuild Ms***’s faith in Sprint We appreciate Ms***’s patience and business, and regret any inconvenience she may have experienced as a result of this matter If she needs further assistance, she can contact me toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of [redacted] submitted on June 4, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her account concernsSpecifically, stating that she was unable to cancel a line of service on her account at the time she requested, resulting in her account being assessed additional monthly recurring charge Therefore, Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly Sprint has reviewed Ms***’ complaintOur records indicate that Ms [redacted] contacted our Customer Care group on June 1, 2017, and requested the cancellation of phone line ending in ***Sprint advertises and provides services in monthly increments If services are terminated before the end of her billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in her service plan When Ms [redacted] contacted our Customer Care group on June 1, 2017, to cancel her service, her account was scheduled to expire on the last day of her billing cycle date of June 22, Although she elected not to utilize the service following her cancellation request, the service was available to her, and the full monthly recurring charge is validWe regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Services via our website, www.sprint.com/termsandconditions We spoke with Ms [redacted] on June 27, 2017, and relayed the aforementioned information to her In an effort to ensure a satisfactory resolution, Sprint agreed to apply a one-time adjustment of $to offset a portion of the monthly recurring charges We further informed Ms***, that phone line ending [redacted] was terminated on June 22, Ms [redacted] expressed her satisfaction in Sprint’s effort to resolve her concern We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care group and Sprint Retail Store location We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’ feedback and that her concerns have been forwarded to the appropriate managerial staff for review If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Romualdo F 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] No one from Sprint has addressed why my bill increased when I was told that it would decreaseFurthermore, no one has addressed why I was told that, when it is not true, and could be considered fraudThere has been no reference to the notes that were supposed to be made to my account indicating that there would be a decrease in my monthly payment by switching plans and adding a line of serviceI left a voicemail for the representative asking for this specific information to be sent via e- mail, or to contact me via phone I am rejecting this response because: Regards, [redacted] ***

The company still has not made this right and has been told that I am available via email seldomly threw the day however my work prevents me getting calls during the day while I'm at work Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

May 3, 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 rebuttal of [redacted] submitted on April 26, We appreciate your assistance in bringing our customer’s concern to our attention According to Ms***’s follfiling, she expressed her dissatisfaction with our previous resolution provided and believes that we should increase the amount of our proposed offerIn Ms***’s initial filing, she expressed her dissatisfaction with her inability to receive promotional service credits as part of Samsung’s Buy-One-Get-One (BOGO) promotional offer for her iPhone Plus device associated with phone number ending in ***Ms [redacted] stated that she was informed by a local third-party retail store location that she can participate in Samsung’s Buy-One-Get-One (BOGO) promotional offer with a purchase of an iPhone Plus and Samsung Galaxy SdevicesMs [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect that Ms [redacted] purchased an iPhone Plus Silver 16GB device associated with phone number ending in [redacted] via Sprint’s Monthly Installment Billing program on June 30, 2016, via our website, www.sprint.comAdditionally, our records indicate that Ms [redacted] established phone lines ending in ***, [redacted] and [redacted] on August 11, 2016, at a third-party retail store locationAt that time, she purchased two Samsung Galaxy SEdge devices and a Samsung Galaxy Sdevice via Sprint’s Leasing and Monthly Installment Billing programs Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copy of her electronic service agreement as well as respective Lease and Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the purchase of the selected devices We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offersPlease note that Samsung’s Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional offer was effective on August 5, through August 18, 2016, and extended from August 29, through September 22, Qualifying customers who participated in Sprint’s Samsung Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional must purchase two Samsung Galaxy Sor SEdge devices via a Lease or Installment Billing AgreementHowever, if a customer is upgrading one line of service, a new line is required for the second device to qualify for the promotional service creditRegrettably, Ms [redacted] is ineligible to participate in the BOGO promotion with an iPhone Plus Silver 16GB device associated with phone number ending in ***Please be advised that the aforementioned device does not meet the qualifying criteria of the promotion as it is an Apple manufactured device and is not combinable with Samsung’s Buy-One-Get-One (BOGO) promotional offerHowever, Ms [redacted] is receiving a monthly BOGO service credit for the Samsung Galaxy Sdevice associated with phone line ending in [redacted] as reflected on her monthly billing statements We spoke with Mr [redacted] on April 13, 2017, to discuss Ms***’s concerns in detail and relayed the aforementioned information to himAlthough we sustain no credits are due and we are unable to identify any miscommunication on Sprint’s part, in an effort to provide an amicable resolution and closure for this matter, we offered a one time courtesy adjustment of $to Ms***’s account to offset the current balance reflected on the accountAt that time, Mr [redacted] did not confirm acceptance of our proposed offer and agreed to follwith the undersigned within days to confirm his acceptance of our offer Upon receipt of Ms***’s follfiling, we attempted to contact her via phone and e-mail on April 26, and May 1, 2017, and mailed a letter to the address on file on May 1, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms [redacted] via phone and email on May 2, 2017, without successPlease be advised after further review of this matter, we are confident that the offer we provided Ms [redacted] is sufficientShould Ms [redacted] reconsider our proposed offer, we encourage her to contact the undersigned directly at the phone number noted 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, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

January 30, 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: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We apologize for any inconvenience that she may have experienced in this matter In her inquiry, Ms [redacted] expresses her dissatisfaction with the battery performance of her leased iPhoneShe states that she was advised that she would need to purchase a new battery At this time, Ms [redacted] is requesting a new phone and an account credit to offset one month’s service charges We made multiple attempts to discuss the above-referenced matter with Ms*** Unfortunately, we were unable to reach her via phone or email As a result, we reviewed our records Our account records reflect that Ms [redacted] previously advised our Customer Care representative that she took her iPhone to an Apple store for diagnostic testing because of poor battery performance reflected on her phone She also advised our Customer Care representative that the Apple store representative stated there would be a charge for a replacement battery for her malfunctioning iPhone battery He also stated that she would be able to have her phone replaced through the Total Equipment Protection (TEP) provisioned on her Sprint account Our records reflect that Ms [redacted] subsequently disputed the associated Asurion deductible that is assessed when receiving a replacement for a damaged phone through Asurion, our TEP equipment replacement provider As a gesture of goodwill, our Customer Care representative offered to apply an account credit to offset the deductible with receipt of the necessary validation of a replacement phone claim being processed through Asurion According to the terms of TEP, it is necessary that a phone diagnostic be performed at a Sprint store in order to receive a determination if the phone is damaged and is required to be replaced through Asurion The phone diagnostic also determines if the phone is not damaged and can be replaced at no cost under warranty Our review does not indicate that the required phone diagnostic was performed at a Sprint store Our review also does not indicate that Ms [redacted] contacted our Customer Care representative back with verification of a claim for a replacement phone being submitted to Asurion in order to receive the offered deductible credit Therefore, we are unable to provide assistance to Ms [redacted] to receive the applicable replacement phone and to provide an account credit in regard to this matter In order to ensure that this concern is fully resolved, it will be necessary to discuss the matter with her 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, Patricia SExecutive Services Analyst

January 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken for us to remove billing from his Sprint account for equipment that he returned to us during a recent device upgrade interaction Mr [redacted] requested that we remove the monthly charges for the returned equipment from his account We regret any possible misunderstanding that may have occurred regarding Mr***’s equipment billing Our records reflect that Mr [redacted] completed his noted device upgrade on August 22, 2016, and that his returned equipment was received in our warehouse on or near October 3, However, an apparent inadvertent keying error by our warehouse team led to a delay in properly processing that device return to provide the appropriate account credits During our conversations with Mr [redacted] on January and 20, 2017, we explained the information noted above We also advised that the lease associated with his returned equipment was canceled and that his account was updated to prevent further charges for that device In addition, we assured him that we applied credits totaling $to his account to offset charges for that device assessed since October Mr [redacted] indicated his satisfaction with our actions and response We regret any inconvenience this matter may have caused Mr*** If we can be of additional assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do believe [redacted] from the mcminnville branch should get disciplinary action as well Regards, [redacted]