Sprint Corporation

July 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states that he is attempting to obtain information regarding the details of a $monthly international rate plan for JapanHe further states that he was referred to our website but prefers to receive that information verbally or via e-mail As stated in our Terms and Conditions, International roaming rates for voice and data services are additional and will varyThe $Japan international plan offers zero rated voice, data and SMS while roaming in Japan on UMTS/LTE networkFurther information regarding international roaming rates can be found at www.sprint.com/international We attempted to contact Mr [redacted] via phone and e-mail on several occasions to address any additional concerns he may have regarding the referenced complaint; unfortunately, he is not available to discuss his account in detail at this timeMr [redacted] contacted our office via e-mail and advised that he is out of the countryAs a result, he agreed to contact our office upon his return If we can be of further assistance regarding these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted] I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just want to add that I never received any notice or document nor was I informed in any way about a spending limit charge Also the reason that I declined enrolling in the recurring automatic payment is because of other charges that weren't included in this complaint but I am trying to resolve directly with the local sprint store Once this gets resolved then I will enroll in automatic payments, I just hope this issue gets expedited before I incur further charges If not, then I will be forced to start another claim Regards, [redacted] ***

June 30, [redacted] Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Revdex.com Case [redacted] Sprint Account xxxxxxxxx Sprint Case [redacted] Dear Mr [redacted] : This is in response to the letter received by our organization on June 15, 2015, regarding Ms [redacted] ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms***’s filing expressed her dissatisfaction with misinformation that she believes was provided to her when she activated a new line of service in December Ms [redacted] stated she contacted our Customer Care department regarding the charges on her billing statementAt that time, she was informed that she could lower her monthly service charges to $145; however, her next billing statement was over $Ms [redacted] requested that Sprint allow her terminate her account without penalty or honor the $per month Sprint has reviewed Ms***’s complaint and notes that according to our records, on December 30, 2014, Ms [redacted] activated phone line ending with at a discount price in exchanged for a two-year Service Agreement on the Everything Data Share 1500-minute plan for $per month for the primary line and $for each subsequent lineAs such, our Customer Care department changed the service plan on phone line from the Everything Data 450-minute plan for $per month to the aforementioned Everything Data Share 1500-minute plan On May 21, 2015, Ms [redacted] changed the service plan associated with phone line from the Everything Data Share 1500-minute plan to the Unlimited Talk and Text plan for $with Unlimited Data for an additional $per monthAt the time, Ms [redacted] was informed of the $phone access charge associated with this plan due to purchasing a discounted deviceIn addition, the service plan on phone line was not updated at this time and remained on the Everything Data Share 1500-minute planPlease note that we were unable to substantiate a conversation between Ms [redacted] and our Customer Care representative regarding her billing statement being $per month To resolve this matter, on June 23, 2015, our Customer Care department updated the service plan on phone line ending with back to the Everything Data Share 1500-minute planIn addition our Customer Care department applied a credit of $for her inconvenienceFurthermore, a refund check for $was processed to Ms [redacted] as a result of this matterWe contacted Ms [redacted] on June 24, and discussed our findingsAs such, she expressed her satisfactionWe apologize for any inconvenience this may have caused Ms*** If you have any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, or directly at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, /s/ [redacted] S [redacted] S Executive Services Analyst

April 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction stating that he ordered three devices and we billed $to his debit card without explanation As a result, he requested to cancel his order and his services the next day Furthermore, he stated that although he was advised that his services were canceled, he received a bill and his payment was not fully refunded Mr [redacted] requested that we credit his disputed bill and refund the remaining $ We regret any misunderstanding that may occurred regarding Mr***’s payment and any delay in resolving his issues Our records reflect that he was billed $for the devices that he purchased and was refunded $to his financial institution on March 31, Moreover, our records reflect that he received a bill because one of his lines of service was still activate During our conversation with Mr [redacted] on March 31, 2017, we provided the information detailed above He stated that he wanted his line of service canceled, and we canceled it on March 31, 2017, as he requested We also applied credits totaling $to his account offset his charges As a result, his account is closed with a zero balance Furthermore, we refunded the remaining $to his credit card We contacted [redacted] again on April 4, 2017, and advised him that he would need to follwith his financial institution within five business days if he has not received his refundMr [redacted] was satisfied with our resolution We appreciate Mr***’s taking time to provide details of his experiences with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the circumstances that led to the cancelation of Mr***’s service If we can be of further assistance with his reported concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

April 24, 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 complaint of [redacted] *** submitted on April 10, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to address his billing concernMr [redacted] stated that upon establishing services with Sprint, he selected Sprint’s Unlimited Freedom with the third, fourth and fifth line free promotional planMr [redacted] expressed his dissatisfaction with the charges assessed on the monthly billing statementsMr [redacted] further stated that the performance of his Samsung Galaxy JEmerge device has fallen short of his expectationsMr [redacted] requested that Sprint review this matter, honor the promotional price plan, and assist him with replacing the above-referenced device Sprint has reviewed Mr***’s complaintOur records reflect that Mr [redacted] established services with Sprint on December 8, At that time, he activated three lines of services associated with phone numbers ending in ***, ***, and ***In addition, he purchased an IPhone SE Gray 16GB device associated with phone number ending in [redacted] and an IPhone SE Gold 16GB device at discounted pricing in exchange for a two-year Service Agreement per lineFor details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fees Additionally, Mr [redacted] purchased a Samsung Galaxy JEmerge device associated with phone number ending in [redacted] on December 8, 2016, via Sprint’s Installment Billing AgreementSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges, and all other applicable fees and chargesFurthermore, we were able to locate a copy of Mr***’s contract confirmation letter which includes a description of the charges in questionBased on our review, we were able to identify miscommunication regarding the terms of Mr***’s plan and other monthly charges on Sprint’s part during the activation of his current planAdditionally, Mr***’s Contract Confirmation letter confirms that he selected Sprint’s Unlimited Freedom with the third, fourth and fifth line free promotional plan; however, his phone number ending in [redacted] has been billed under Sprint’s Unlimited Freedom plan with $per line/month discount upon enrolling in Sprint’s Automatic Payment program We spoke with the account subscriber, Ms [redacted] on April 14, 2017, to discuss Mr***’s account concerns in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that if they are experiencing issues with the Samsung Galaxy JEmerge device associated with phone number ending in ***; we urge them to visit a local Authorized Service and Repair Center location to our Retail Store technician perform diagnostic testing on the device Furthermore, we explained that Mr***’s phone number ending in [redacted] was placed on a separate Individual price plan in errorWe advised Ms [redacted] that Sprint has modified the above referenced account’s recurring price plan to reflect Sprint’s Unlimited Freedom promotional plan and adjusted any prorated charges as a result of changing the price plan in the middle of his billing cycleSprint confirmed that Mr [redacted] has received service credits totaling $in relation to this issue In order to provide an amicable resolution and closure for this matter, Sprint offered a one time courtesy adjustment of $to offset the recurring charges for Mr***’s phone number ending in [redacted] in association with the December through April billing statements as well as the late fees indicated on the January through April billing statementsHowever, Ms [redacted] did not confirm her acceptance of our proposed offer, and has indicated that she would relay our findings and proposed offer to Mr***Should Mror Ms [redacted] wishes to accept our proposed offer, we urge them to contact the undersigned directly at the phone number below within days from the date of this response We appreciate Mr [redacted] taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mror 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:original complaint ID [redacted] Dear Revdex.com07-12-2017Your system did not give me the opportunity to respond to the Sprint reply.Sprint has a different version of what they call truth in their response on several issuesSprint did not address the technical failures that were reported in my last complaint.I actually have two Sprint LG phones that are defective batteries that wont hold a long chargeReboots on occasion develops excessive heat on occasion will not answer calls many appsdo not respond or work and both LG phones take long times to recharge in excess of hours.The credit card app is only one app that does not work on the LG Sprint phonesThe remedy that Sprint Tech Support and Ann H suggested was to report the Sprint LG phonedamaged or lost so that I could get new phones through their insurance programI ended thecall and conversation with her when she suggested thatI will not participate in their dishonesty.I previously asked for arbitration from Sprint and was refusedI am not left with many other remedies but I will exhaust all of them until I find relief from the dishonest policies of Sprint.Sincerely [redacted] ###-###-####This message originally read on 7/12/[redacted] ***Dear [redacted] This message is in regard to your complaint submitted on 5/26/against Sprint CorporationYour complaint was assigned ID [redacted] .The business has sent the Revdex.com a message regarding this complaint and we are passing it on to youThe contents of this message are below or attachedAll responses will be copied to the companyPlease respond within days or the complaint will be closed as assumed resolved.The text of your complaint may be publicly posted on the Revdex.com web site Revdex.com reserves the right to not post in accordance with Revdex.com policyPlease do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.Regards [redacted] The Revdex.comMESSAGE FROM BUSINESSJuly Revdex.comWard Parkway Suite 401Kansas City MO Re Revdex.com Case [redacted] -Rebuttal [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern Sprint is in receipt of above-noted rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers concerns to our attention and regret the circumstances that led to Mr [redacted] contacting your agency once againIn his inquiry Mr [redacted] reiterated that his referenced device is not compatible with a credit card reader accessory although he was assured when he obtained the device that iTranslate Desired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I want arbitration Regards, [redacted]

November 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms***, stated that she was having service issues in her residence She went to our service center and called customer care to resolve the data connection issue, her issue remained unresolved She is requesting to terminate service and return her two devices with a waiver of her lease cancellation charges As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same We dispatched our network engineers to Ms***’s coverage service area, and determined that she is located on the edge of fair to fringe coverage Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage We spoke with Ms [redacted] on November 18, 2016; at that time we provided the above information We advised her that as stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com we do not guarantee coverage indoors However, in an effort to reach an amicable resolution, we agreed to her to waive her Lease Agreements and credit the accelerated leases charges for her two leased devices upon returning them in undamaged and good working condition to our warehouse Ms [redacted] accepted our resolution and we requested her to turn off the find my phone feature on her devices, so we can process an order for postage paid return kits To date, Ms [redacted] has not confirmed that the feature has been disabled This offer is valid for a period of days from the date of this response We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that our Total Equipment Protection (TEP) program was added to his account without his authorization when he recently upgraded his equipment Mr [redacted] requested that we remove TEP and apply credits to his account for the associated chargesAdditionally, Mr [redacted] is disputing the upgrade fees assessed when he upgraded his devices and states that he is experiencing issues with his data service Our records reflect that our TEP option was canceled on both lines on July 12, Additionally, we applied courtesy credits totaling $to his account to offset the disputed charges Mr [redacted] will see these credits reflected on his next invoice Sprint implemented the Activation and Upgrade Fees to offset the operating costs associated with our services These fees are applicable for the activation of new or used devices on a new or existing line of service Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use The implementation of these fees is not intended to compromise that objective We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers The fees are disclosed as part of the purchase process We regret that Mr [redacted] ’s experience with service in his local calling area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our preliminary investigation shows that the cell sites in Mr [redacted] ’s home area are operating within parameters and no impairments have been identified In order to fully investigate Mr [redacted] ’s network concerns, he will need to provide additional information We attempted to contact Mr [redacted] on July 20, 25, 31, August 1, and today Regrettably, we have been unsuccessful in our contact attempts 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 or security information 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 Therefore request that Mr [redacted] contact us at the number provided below at his earliest convenience, so we can complete the authentication of his account and discuss his concerns We regret any inconvenience these matters may have caused Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

July 6, 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 supplemental inquiry filed by Ms [redacted] in response to our June 27, 2016, response to her original inquiry We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] rejected our response stated that she was not advised that the instant credits she received would go toward the down payment toward her Sprint devices and would not be included in the gift card balance Ms [redacted] is requesting that Sprint review and resolve this matter As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card (less travalue provided at the point of sale) after online registration and new phone activation Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balance Taxes, surcharges, service plan charges, usage charges and late payment fees are not included and customers are responsible for paying their previous carrier During our follconversation with Ms [redacted] on July 6, 2016, we explained that our records indicate that when she activated new Sprint she selected the 50% Off Select Competitor service plan and traded in her devices at her local Sprint third-party retail location and as she indicated in her inquiry, she received a $trade in credit at the point of sale for each device Our records further indicate that she received American Express cards to cover her switching fees less the trade in credit that was provided at the point of sale Although we sustain that credits received are valid; in an effort to bring this matter to a close we offered and she accepted to provide a one-time bill credit in the amount of $which equals the amount that she states she did not receive The credit will reflect on her July invoice We appreciate Ms [redacted] taking the time to provide us with her feedback regarding our third-party retail store representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

Tell us why here...August 17, Revdex.com Serving Greater Kansas City Ward Parkway 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 Mr [redacted] submitted on August 3, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] ’s filing stated he was having an issue with his device and visited a retail locationAccording to Mr [redacted] , the representative damaged his SIM card, and his device stopped workingTherefore, Mr [redacted] stated he visited another retail location and purchased a new SIM card; however, his device did not workAs a result, Mr [redacted] requested that Sprint apply a credit to offset the upgrade fee According to our records, on July 31, 2017, Mr [redacted] visited a service and repair Center regarding the device associated with phone line ending in ***On August 1, 2017, Mr [redacted] upgraded his device associated with phone line ***Therefore, Mr [redacted] incurred an upgrade fee of $ To resolve this matter, our Customer Care team applied a courtesy credit of $to Mr [redacted] ’s account to offset the upgrade feeWe contacted Mr [redacted] on August 17, 2017, confirmed this matter was resolved to his satisfaction We apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf Mr [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

April 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our customer care representatives while trying to resolve a device billing issue Mr [redacted] stated he traded his iPhone plus in, and upgraded to iPhone plusHe agreed to the offer where he will get a $monthly credit towards the iPhone plus; however, the additional discount off the device was not appliedMr [redacted] said he contacted customer service, and was told the credit will apply on the next invoice and it has not As a result, Mr [redacted] is requesting the credit, or that we return his iPhone plus device Our record reflects that the promotional code was added to Mr***’s account on January 3, 2017, and it takes one to two billing cycles for the credit to take effect During our April 6, 2017, conversation with Mr***, we explained the information to himMr [redacted] agreed to wait until his next invoice generatesAdditionally, we will follow up with Hr [redacted] to make sure the credit is applying We appreciate Mr [redacted] for taking time to provide details of his experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr [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

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that he filed a claim to replace his device, and he told he would be able to keep the deviceHe further advised that he has been trying to close the Sprint account, but he is being told he will need to return the deviceMr [redacted] is requesting that we allow him to keep his replacement device, or that we refund the deductible he paid for it We regret any frustration that Mr [redacted] may have experienced regarding the device issue We attempted to contact Mr [redacted] via the e-mail provided, [redacted] @gmail.com on April 7, 10, and 17, 2017, to discuss his complaint in detail, but we were unable to reach himWe also mailed a letter to the address on file on April 11, 2017, asking Mr [redacted] to contact us 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [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 inquiry, Mr [redacted] expressed an unfavorable experience while attempting to resolve his billing concern He stated that he added a line of service to share in his family plan but that we placed the line on an individual plan He also stated that he purchased two Apple iPhone 6+ devices as a Buy One Get One free (BOGO), and that we are billing him for both devices As a result, he requested that we correct the plan and honor the BOGO offer for the Apple devices In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that Mr [redacted] activated a new line of service ending in ***, on May 10, 2017, on the unlimited freedom plan Our records further indicate that Mr [redacted] activated two Apple iPhone 6s plus devices on December 22, 2016, that he purchased via installment billing We spoke with Mr [redacted] on July 21, 2017, and confirmed that the unlimited freedom plan was updated to the 40GB Data Share plan for the line ending in ***, effective on August 6, Further, we verified that there was no BOGO offer available for the Apple iPhone 6s plus devices extended or offered at the time of activation, after reviewing the original Telesales interaction However, Mr [redacted] has received credits totaling $for this matter Although we were unable to confirm any billing error on the part of Sprint with installment agreements [redacted] or [redacted] or the $monthly installment charge, we have applied a one-time credit of $to the account to emulate the BOGO offer Thereafter, Mr***’ account now reflects a balance of $ We have made two unsuccessful follattempts to speak with Mr [redacted] on August and August 4, 2017, to advise of the credit applied to the account We regret any inconvenience that this matter may have caused If we can be of further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

Good morning,Just wanted to let you know sprint repair store has agreed to replace my phoneIf OKI would like to remove the original complaint and not sure how to do it

March 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Douglas F [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced inquiry of Douglas F [redacted] , submitted on February 22, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MrF [redacted] expressed his dissatisfaction with the inability to take advantage of an iPhone promotional offer upon establishing services with SprintMrF [redacted] stated that he was offered a free iPhone device associated with phone line ending in MrF [redacted] requested that Sprint review this matter, honor the promotion, and offer him a $service credit Sprint has reviewed MrF [redacted] ’s complaintOur records indicate that MrF [redacted] established phone line ending in on November 20, At that time, he activated an iPhone device via Sprint’s Lease programingPlease note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, MrF [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, MrF [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchase on November 23, 2016, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic Lease Agreement which includes a description of the charge in questionBased 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 of his current plan We regret any delay or miscommunication that MsF [redacted] may have experienced; however, we determined that this device was purchased outside the promotion date since his account was established on November 20, 2016, and he does not qualify for the promotionWe spoke to MrF [redacted] via email and he advised us that he would contact the undersigned directly at a later dateUpon MrF [redacted] ’s contact with the undersigned, we would like to offer him a one time courtesy adjustment of $to offset a portion of his account balanceWe look forward to speaking with MrF [redacted] directly at his earliest convenience We regret any inconvenience that MrF [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, MrF [redacted] Manning can reach us by calling the Executive & Regulatory Services Department toll-free at [redacted] , ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

September 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, Susan [redacted] Sprint Case [redacted] To whom it may concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] is dissatisfied with the amount billed by Sprint for reconnection and late fees after requesting that her account be canceled due to establishing service with a new carrier We spoke with Ms [redacted] on September 18, and explained why the fees were assessedWe have amicably resolved the issue by applying an adjustment of $to offset the reconnection and late fee chargesMs [redacted] confirmed that her issue was addressed and resolved at this time We regret any inconvenience these matters may have caused If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-#### Ext *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jason HExecutive Services Analyst

January 29, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] - [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] - [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing this matter to our attention In the information provided, Ms [redacted] - [redacted] states that the mobile HotSpot device that she had did not work to her satisfaction, and she is dissatisfied with being informed that if the line of service for the HotSpot canceled, she would be responsible for a $Early Termination FeeShe also states that she upgraded her phone and signed a two-year agreement; however, after receiving her invoice, she was not aware that she signed a lease agreementBecause of her dissatisfaction with these matters, she canceled her service and she is disputing the cancelation charges We regret any misunderstanding that may have occurred regarding this issueBased on a review of our records, the mobile Hotspot line of service ending in [redacted] canceled October 19, 2015, and as a result of the cancelation, a $Early Termination Fee including taxes, surcharges and fees billed and reflected on her November 10, 2015, invoice due to canceling prior to the fulfilment of the two year service agreementMsSalzar- [redacted] received a $device recycle credit on January 2, 2016, from one of our retail stores, and this credit is reflected on her January 10, 2016, invoiceThis offset a portion of her monthly service charges including the Early Termination Fee incurred for the HotSpotFurther review of our records determined that she canceled her phone line of service ending in effective January 1, 2016, and as a result of the cancelation of this line of service, lease cancelation charges totaling $billed and reflected on her January 10, 2016, invoice We communicated with Ms [redacted] - [redacted] on January 7, 2016, in detail regarding this matterDuring our discussion with her, she abruptly ended the call and stated that she did not want to discuss this matter furtherWe regret the circumstances that led to Ms [redacted] - [redacted] ’s reactionIn an attempt to resolve this matter satisfactorily, we can agree to credit the total $lease cancelation charges with the return of the iPhone 64GB device in good conditionShould Ms [redacted] - [redacted] accept this offer, we will send a return kit to her home address to facilitate the return of the device at no cost to herOur offer is available to her for the next days We regret any inconvenience that Ms [redacted] - [redacted] may have experienced while attempting to resolve her concernsIf she needs further assistance with this matter, or would like to accept our offer, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Bridgette F Executive Services Analyst

Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MsP [redacted] expressed her dissatisfaction with the monthly installment billing charges assessed on her account for accessories that was provided to her at the point of sale MsP [redacted] specifically stated that the accessories were provided to her at no additional costAs such, MsP [redacted] requested that Sprint review this matter and provide her with an amicable resolution We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about 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 Sprint has reviewed MsP [redacted] ’s account and notes, that we have resolved her inquiryPlease be advised the Installment Billing Agreement that was established at the point of sale for the accessory items was cancelled on November 29, and all disputed charges have been credited to MsP [redacted] ’s accountWe spoke with MsP [redacted] on December 11, 2017, and relayed the aforementioned informationMsP [redacted] confirmed her satisfaction with this resolution

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] states that she believes Sprint has billed her incorrectly for a $access fee As a result, she is requesting that Sprint review this matter 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 We regret any possible misunderstanding regarding the access fee billed to her account for wireless line ending *** During our conversation with Ms [redacted] on June 1, 2017, we confirmed that per the terms of her current service plan, a $Phone Access Charge per line is accessed to customers that purchase a new device under Sprint’s two-year service agreement Therefore, when she upgraded the device for wireless line ending [redacted] on April 21, 2017, her bill increased by $ Ms [redacted] can find the full details of this plan, as well as all of our current plans, at www.sprint.com Mr [redacted] has the option to change his service plan at any time The change will become effective at the start of his next billing cycle As a result of our review of this matter, we were unable to identify a Sprint billing error As a result, the service plan charges, including the $Phone Access Charge, are valid and payable to Sprint As a result, we must respectfully decline Ms [redacted] ’s request to remove the disputed charge However, in an effort to address this matter amicably, we offered to apply credits totaling $to her account to offset a portion of the incurred cost for twelve months of her service agreement Ms [redacted] accepted our offer and stated she was satisfied with our handling of the matter If Ms [redacted] has any additional concerns regarding this matter, she can contact our office toll free at ###-###-####, ext*** I am available Monday, through Friday, from 7:a.mto 4:p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

April 19, 2017Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx***, [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] indicated that she activated service with Sprint in December and since that time she has tried to resolve her concerns with receiving two of the devices on her account at no charge She further noted that she recently lost her job and attempted to setup payment arrangements; however, she has been unsuccessful As a result, she is requesting assistance with resolving these matters We regret any possible misunderstanding that may have occurred regarding these matters We have not spoken with Ms [redacted] due to the service on her account being suspended as a result of a $past due balance; however, we have communicated with her via email She stated in her complaint, and in email, that she has not been able to set payment arrangements Therefore, we suggested that Ms [redacted] contact our Executive Finance team by calling toll-free ###-###-#### to request payment arrangements To date, her account does not reflect that she has attempted to call the above-referenced number Therefore, we have held collection activity on her account temporarilyFurthermore, we requested that Ms [redacted] provide us with an alternate contact number should one be available; however, we did not receive an alternate phone number to call Additionally, we communicated with the retail management staff of the indirect dealer location where Ms [redacted] activated her service regarding her claim of receiving two devices at no charge We have determined that there was a Buy One Get One Free (BOGO) promotion that was available at the time Ms [redacted] activated her service Therefore, we are reviewing her account to determine if the promotion applied to her devices, and if so, the applicable adjustments will be applied If not, we will update the account accordingly Should Ms [redacted] have additional questions or concerns regarding this matter, she can contact us by calling the toll-free number in the following paragraph to authenticate the account with her Personal Identification Number (PIN) or passcode, and after authentication, we can provide more specific information regarding her account if needed We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her equipment and billing concerns I can be reached 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 TimeSincerely, Bridgette F.Executive Services Analyst