Sprint Corporation

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] on behalf of [redacted] Sprint Account:XXXXX***, Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] on behalf of [redacted] submitted on March 28, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the account being assessed Lease Cancellation and Lease Device penalty charges after she upgraded to a new iPhone device and turnher previous iPhone deviceMs [redacted] requested that Sprint review this matter and apply the appropriate adjustments to her account Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on September 29, 2015, Ms [redacted] upgraded the device on phone line ending in to an iPhone 6s 64GB via Sprint’s Lease program and turnher previous iPhone deviceAdditionally, on October 2, 2015, Ms [redacted] visited the retail store and exchanged her device for another iPhone 6s 64GB deviceOur records confirm that on January 29, 2016, her account was inadvertently assessed Lease Cancellation and Lease Device penalty charges totaling $as reflected on the February invoiceWe have confirmed on March 24, 2016, Sprint applied an adjustment of $to the account to offset the disputed charges We spoke with Ms [redacted] on March 31, 2016, and she confirmed that her account concerns were addressed and resolved to her satisfactionWe apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance, Ms [redacted] can contact me directly by calling the Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

October 11, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx*** Sprint Case— [redacted] Dear Mr [redacted] : 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 Ms [redacted] ’s complaint, she stated that she returned three devices Ms [redacted] further states that she has not received a refund for these devices We regret any delay that Ms [redacted] may have experienced while waiting for her refund Our records reflect that we mailed a check to Ms [redacted] in the amount of $on September 29, Additionally, a refund of $was processed back to Ms [redacted] ’s Credit Card on October 4, Please note that it can take up to days to for banks to process refunds back to their cardholders Smaller institutions, such as credit unions, may take longer In appreciation if Ms [redacted] ’s patience and as a one-time courtesy, we applied a credit of $to Ms [redacted] ’s account She will see this credit reflected on her next invoice If you have any further questions regarding this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive 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: The payment that was drafted from my account in the amount of $was drafted by someone doing an online chat with sprint (not myself) and when sprint asked them which card to draft, they responded just not the [redacted] card, but NEVER confirmed or gave MY CARD NUMBER, which was the card draftedI was able to obtain a transcript of this chat by calling and speaking with someone elseSo them saying that we were both on the line for this payment was and is a flat out lie on their behalfNor have they tried calling me back to discuss thisI spoke with someone ONE time and they were going to review this and call me back, and I have not been contacted back to this day from themI am really more irritated than when this startedThey drafted money in feb, reveresed with no problems, yet we never received the refund we were promised was mailed, and now they are flat out lying about this payment and how it was authorized Regards, [redacted]

May 16, 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 inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’ complaint, her Apple device recently malfunctioned and she was not able to obtain a replacement device until recently Ms [redacted] advised that the device hasn’t been used in approximately one month and she is seeking a credit for the monthly service charges Additionally, she advised that she has not received the contract buyout promotion for switching services to Sprint We contacted Ms [redacted] and spoke with her regarding her complaint We advised that, as a goodwill gesture, credits totaling $were applied to her account on May 10, 2017, to offset one month’s service charges because she was unable to use the service due to the defective device We also explained that the Switch to Sprint promotion, which provides reimbursement of the cancellation fees from her former carrier, required registration within days of activation at www.sprint.com/jointoday and a copy of her final billing from her former carrier must also be uploaded during the registration process; however, no registration was located for Ms*** Ms [redacted] advised that she believed the retailer was going to complete the registration for her Nonetheless, although that promotion is now closed, we asked Ms [redacted] to provide us with a copy of her final billing from her former carrier that reflects the cancellation charges for the line she ported to Sprint so that we can determine what options are available to resolve Ms [redacted] advised that she would send that information to us if she decides to pursue the matter Our offer to review this matter and process the noted promotion, if applicable, will be available to Ms [redacted] until May 31, We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service department 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***’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms*** If she has any further questions regarding this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Sprint Account xxxxx4496, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she made a payment to a third-party collections agency to settle the balance owed on her Sprint account on April 3, However, she contacted our Customer Service department on March 31, 2017, and was advised that the settlement reflected on her Sprint account; however, she stated that it has not been reported as settled to the credit agencies Ms [redacted] is requesting to have the debt updated to reflect that the balance was settled During our conversation with Ms [redacted] on April 11, 2017, we informed her that our records reflect that a settlement was reached with Harvard Collection Services, the third-party collection agency on April 3, 2015, and she made a partial payment as a settlement agreement We reached out to Harvard Collection Services for assistance with this matter and we have not received a response As a result, we advised Ms [redacted] that she will need to contact the credit agencies directly to dispute the balance that has been reported on her credit report 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 1-855-848-extension I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

July 3, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com Case [redacted] , Yvette H [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsYvette H [redacted] submitted on June 23, We appreciate your assistance in bringing our customer’s concern to our attention In MsH [redacted] ’s follfiling, she stated that she has attempted to contact her previously assigned Executive Analyst, without successHowever, she was able to discuss her account concerns with a member of our Executive Offices In MsH [redacted] ’s initial filing, she expressed her dissatisfaction with the charges assessed to her account for a device that she returned to Sprint’s Returns warehouseMsH [redacted] requested that Sprint review this matter and assure her that she is being billed correctly for servicesIn addition, apply an adjustment to her account accordingly Sprint has reviewed MsH [redacted] ’s complaint We regret any inconvenience that MsH [redacted] may have experienced while attempting to discuss her account concerns with her previously assigned Executive Analyst As stated in our prior response, according to our records, on April 8, 2016, MsH [redacted] visited a local Sprint Retail Store location and requested to upgrade the device associated with phone line ending in ***At that time, MsH [redacted] was informed that the device associated with phone line ending in [redacted] was not eligible for a device upgrade Therefore, MsH [redacted] upgraded the device associated with phone line ending in ***, by purchasing a Samsung Galaxy Sdevice via Sprint’s Leasing programUpon the completion of the device upgrade, MsH [redacted] performed an equipment swap between phone lines ending in [redacted] and ***; thereby, activating the leased Samsung Galaxy Sdevice on phone line ending in [redacted] Please note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the device With a lease option, Sprint owns the device At the end of a lease term, you 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 further review of MsH [redacted] ’s account, we are unable to confirm that the Samsung Galaxy Sdevice associated with phone line ending in [redacted] was returned to our local Retail Store location or Returns warehouse To resolve this matter, on May 23, 2017, a member of our Executive Offices spoke with MsH [redacted] and agreed to apply a courtesy credit to MsH [redacted] ’s account, as a courtesy At that time, MsH [redacted] expressed her satisfaction with Sprint’s efforts to resolve her account concerns In order to ensure that Sprint has satisfactorily resolved MsH [redacted] ’s account concerns, we attempted to contact her via phone on June and June of 2017, advising her of our receipt of her complaint and the need to speak with her directly Unfortunately, we were unable to reach her directly Therefore, we continued with our contact efforts to MsH [redacted] via phone and email on July 3, 2017, without successWe look forward to speaking with MsH [redacted] and encourage her to contact us regarding any concerns she may continue to have with her accountMsH [redacted] should have her PIN and security information available when he contacts the undersigned We regret any inconvenience this may have caused MsH [redacted] If I may be of further assistance, MsH [redacted] can reach me directly by calling the Executive and Regulatory Services Department at 1-855-848-ext., 8829, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William S William SExecutive & Regulatory Services

March 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he switched to Sprint under the Cut Your Bill in Half promotional offer and was offered an additional $Pocredit for his five lines of serviceHe requested that we honor the $credit previously offered During our discussion with Mr [redacted] on March 10, 216, we verified that he ported five lines of service to Sprint on October 24, and was eligible for the $Pocredit offer that expired on November 5, In an effort to mutually resolve this matter and to demonstrate our commitment to excellence, we applied a $adjustment to Mr [redacted] ’s account, equivalent to that of the promotional offerAs a result of the adjustment, and the amount of $owed on Mr [redacted] ’ s account, his new account balance reflects a credit of $Mr [redacted] expressed his satisfaction with our resolution We regret any inconvenience that this matter may have causedIf we be of any 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:a.mand p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint account holder Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that our representatives offered a promotion that would provide a percent discount of the cost of a new Samsung Galaxy Sdevice but that the equipment was not ordered for her She also described unfavorable customer experiences during her attempts to address that matter and requested that we honor the promotion and order her device We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint device upgrade and any delay in addressing that concerns As we explained to Ms [redacted] , an authorized end user on Mr [redacted] ’s Sprint account, we confirmed that details of the referenced promotion were provided to her by our representatives on multiple occasions but that the promotional equipment was inadvertently not ordered As such, we agreed to honor the percent discount promotion off the $price of the referenced device by either applying a one-time lump sum credit of $to Mr [redacted] ’s Sprint account or updating his account to award a $monthly service credit toward the monthly device charges of $for the duration of a 24-month installment billing purchase agreement Ms [redacted] accepted the monthly service credit option and agreed to visit a Sprint corporate retail store in her area within the next few days to purchase the desired white Galaxy Sdevice Once we confirm that action, we will update Mr [redacted] ’s account as noted above Ms [redacted] indicated her satisfaction with our response We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance related to this issue, Mror Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

July 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] , LLC Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, regarding her business account established in the name [redacted] , LLC We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] stated that after she requested to place her line of service ending [redacted] on seasonal standby with usage restricted, she later learned that the phone number was being used because it had been ported to a different provider by the end user without her permission She expressed her dissatisfaction with Sprint releasing the number and not being able to get it back as she was advised She also expressed her dissatisfaction with the equipment lease purchase charge that was reflected on her following invoice as a result of the cancelation of the line of service and associated lease agreement 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 We are pleased to advise that we spoke with Ms [redacted] today and resolved her billing and account security concerns to her satisfaction We explained that as a result of our investigation we did not find that any fraudulent activity occurred Additionally, Sprint would not block a phone number from being ported out when the appropriate account security information is verifiedBecause no fraud was found, we are unable to port the number back We confirmed that Ms [redacted] has updated her account security information and additional security measures have been added to her account to protect her from access without verification of her new security information We also confirmed that the leased iPhone Plus device associated with Ms***’s line of service ending [redacted] was not returned to Sprint; therefore, the lease purchase amount of $and taxes of $20.41, which she is disputing is valid In an effort to reach an amicable resolution, we offered Ms [redacted] the option to receive a credit of $to offset one half of the lease purchase amount assessed if the device is not returned to Sprint for full credit Ms [redacted] stated that she has not been able to communicate with the end user to retrieve the device; therefore, she would like to accept the offer of credit for one-half of the charges Credits totaling $were applied to her account today, as a one-time courtesy, and the device was marked as lost/stolen to prevent further usage We regret any inconvenience that this matter may have caused If Ms [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive 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 12055423, and find that this resolution is satisfactory to me Regards, [redacted] ***

July 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 our not providing a refund of amounts owed to him when he canceled his Sprint services within our Satisfaction Guarantee period Mr [redacted] requested that we provide a refund of the $payments withdrawn from his bank account and $for the value of the device from his previous provider that was turned in to us as part of a promotional offer and that we cannot return to him We regret the circumstances that led to the cancellation of Mr [redacted] ’s Sprint services, as well as any misunderstanding that may have occurred regarding his requested refundsWe confirmed that there a refund of his $credit card payment was processed back to his bank card company on July 6, 2017, leaving his Sprint account in closed status with a zero balance We spoke with Ms [redacted] , Mr [redacted] ’s wife, on July 21, 2017, and explained the information outlined above She indicated her understanding of that information but reiterated Mr [redacted] ’s request that we return his surrendered device provide a $refund for the amount of the termination fee assessed by his previous provider for the deviceAlthough the terms of the promotion that required the surrender of that device outline that equipment turned in to us becomes the property of Sprint, we processed of $as a courtesy exception During our follcall to Ms [redacted] on the same date, we provided an update to her refund request and informed her that Mr [redacted] should receive his refund check within the next to days Ms [redacted] indicated her satisfaction with our resolution We regret any inconvenience these issues may have caused Mr [redacted] ’s or Ms [redacted] If we can be of further assistance with these concerns, they can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

February 13, 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: The above-referenced inquiry filed by Mr [redacted] on behalf of Ms [redacted] , account holder, has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention We completed our investigation and confirmed that fraudulent activity occurred on the referenced Sprint account, which was established in Ms [redacted] ’s name All necessary adjustments have been applied to negate the balance of the equipment and two lines of service activated on January 24, We communicated the above information via email to Mrand Ms [redacted] on February 10, Ms [redacted] confirmed that her issues have been resolved to her satisfaction We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance, she 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

[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 The Sprint Corporate employee Bridgette was amazing at resolving my problemI missed her call twice before she was able to reach meSprint wanted to make things rightThank you to both Sprint and the Revdex.com Regards, [redacted]

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Brian [redacted] S [redacted] Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrBrian [redacted] S [redacted] regarding our [redacted] productWe appreciate your assistance in bringing our customer’s [redacted] concerns to our attention and regret the circumstances that led to him to contact your office againIn his most recent inquiry, MrS [redacted] explained that he although he accepts that he was misinformed regarding his eligibility for device unlocking, he does not agree that he is satisfied with our response to his inquiry We attempted to reach MrS [redacted] to acknowledge receipt of his follow up inquiry on September 27, 28, and 29, 2017; however, we were unsuccessfulWe also sent a letter to the address provided in the inquiry on September 29, 2017, inviting MrS [redacted] to contact us if he wishes to discuss his concerns furtherWe appreciate his taking the time to share the details of his recent customer service experiences and his concerns with our unlocking policyPlease be assured that we value customer feedback, and that details regarding these concerns will be forwarded to the appropriate managerial staff for review We apologize for any inconvenience these matters may have caused MrS [redacted] If he has any further questions regarding these concerns, he can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco M Executive Services Analyst

January 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX1737, *** *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, submitted on December 20, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she states that she experienced dropped calls, inability to access the web, and was not receiving her text messagesShe states that she switched to another carrier and contacted Sprint to obtain her final bill and was told that she would receive it within hoursShe further states that she had to call back as she did not receive her bill and was advised that the bill would not be available until the end of her billing cycle on January 8, She states that she should not owe a balance in January as she cancelled her services on December 13, As a result, Ms [redacted] is requesting a final bill outlining itemized chargesWe spoke with Ms [redacted] on December 17, 2017, regarding her concernsWe explained Sprint advertises and provides services in monthly increments If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan Our records reflect that Ms [redacted] ported lines ending in and on December 13, 2017, resulting in the cancellation of her serviceAs a result, Monthly Recurring Charges (MRC)for service were not billed beyond that date and will reflect on her January billing statement along with taxes, surcharges and additional feesMs [redacted] understood the information provided We 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 Ms*** If I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToyaP.LaToya PowellExecutive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case – [redacted] Sprint Account xxxxx Sprint Case 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 concern to our attention In the information provided, Mr [redacted] expressed his unfavorable customer experience while attempting to resolve an issue with billing on his Sprint account He stated that he did not agree to being billed an Early Termination Fee (ETF) Mr [redacted] stated that he was assessed the referenced fee after turning in and upgrading his previous device Mr [redacted] also stated that as part of the promotion he was to receive a Samsung Gear VR Headset, which he has not received As a result, he requested that he be refunded the $in fees After review of Mr***’s Sprint account, our records show that on June 2, 2016, Mr [redacted] entered into a month Lease Agreement for his device He elected to upgrade early on April 15, 2017, and as a result, was assessed $in early accelerated lease charges Our records also confirm that Mr***’s previous device was returned to Sprint on April 26, We regret any possible misunderstanding that may have occurred in reference to Mr***’s billing concerns We contacted him on June 28, 2017, and he advised that prior to our interaction, a member of one of our escalation teams reached out to him on June 2017, and applied an account credit for the referenced fee Mr [redacted] expressed his satisfaction with our interaction and confirmed that the billing issue was resolved to his satisfaction In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our interaction with Mr***, he also confirmed that he did not complete the required registration to qualify for the promotion for the free Samsung Gear VR Headset in the allotted timeframe He understands that he no longer qualifies to receive the promotional offer We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives We are continually seeking ways to improve the level of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes We regret any inconvenience this matter may have caused If we can be of further assistance, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll free at 1-855-848-3280, ext I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] T Executive Services Analyst

January 12, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry Sprint Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry of Mr [redacted] to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attentionIn his inquiry, Mr [redacted] indicated that he has been experiencing issues with his Assurance Wireless handsetHe further indicated that he was promised a replacement device, but never received oneAs a result, he requested that he be provided with a working device During our discussion with Mr [redacted] on January 6, 2016, we explained that our records reflect that although there was an order placed for a replacement device, the delivery could not be completed by the carrier due to an issue with the address providedWe contacted FedEx and updated the delivery address so the delivery could be completedUpon receipt of the device, Mr [redacted] contacted us on January 11, 2016, and advised that he was not satisfied with the device he received as the buttons are too small for his useAs a result, we agreed to exchange the device for a ZTE Quest and an order was placed that dayWe verified that the ZTE Quest was delivered January 12, Mr [redacted] agreed to contact our office if he has any issues with the activation of his device We regret any inconvenience these matters may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Tekiesha H 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 somewhat satisfactory to meThe Sprint executive customer service representative who contacted me via phone was extremely helpful and provided useful information to assist with the store transactionI was very grateful for the credit placed on my account although I was still required to pay approximately $out of pocket to obtain the new phoneI anticipate a refund of initial payments for the first phone via mail Upon going to the store I was advised that the purchase of the phone I wanted (Samsung Galaxy SPlus as it has the clearest, brightest screen to assist with my impaired vision) would require a change in phone number as the phone had to be ordered and would not arrive for approximately days The store stated I would be without a phone during the wait time and that my phone number would be in "limbo" during that time and therefore "lost." However when the store representative phoned a Sprint representative to do the transfer I overheard the person on the phone ask if the number was being transferred within days So I am not completely certain I was given accurate informationFor this reason I "settled" for the Iphone plus which does have a larger screen but it is not as clear as the phone I originally wanted to purchaseSo to answer the complaint, I did not get the phone that I felt was best for my situation but I did receive a phone with a larger screenAgain, the executive Sprint representative was most helpful, understanding, knowledgeable and politeWhen I returned to the store the customer service reps were also polite, I am just not certain I would have lost my number had they opted to order the phone I originally requested Regards, [redacted]

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] states Sprint has not honored a promotion offering a $credit towards his monthly iPhone lease payment Additionally, he states his bill increased after requesting a change to a lower price plan and he has had difficulty regaining his previous planDuring our conversation with Mr [redacted] on May 1, 2017, we addressed the missing monthly lease discount and performed an analysis of his price plan We confirmed that the promotional code was not added to his account at time of his iPhone activation, thus causing the service credit to not apply systematicallyIn an effort to resolve this issue we applied a lump sum adjustment of $which covers months of the $service credit We also agreed to restore his previous price plan and credit the $difference dating back to December In December 2017, Mr [redacted] will advise us if he will be keeping the iPhone for the remaining months of his month lease or utilizing the offer to upgrade at that time With this action, Mr [redacted] confirms his complaint has been fully resolvedOn behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Mr [redacted] has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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 talked with Sprint after they received your letter and verbally they agree to cancel my last bill as mentioned by youI was waiting for last bill to make sureI do not received any written confirmation from SprintThank you for helpIf you are not there to help customer like me, this corporation will rip you off thru collection agency.Thank you, Thank you Thank you for your help Regards, [redacted]