Sprint Corporation

May 25, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas 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 the above referenced supplemental complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once again In her rebuttal, Ms [redacted] disputed information outlined in our response to her initial filing, advising that the original promotional offer was Buy one Galaxy Note and get one Samsung Galaxy Edge free She also reiterated that she never agreed to lease devices She stated that a one-time lump sum credit offered to offset the service credit towards the monthly lease charge was not accepted, also that she has overpaid for her serviceMs [redacted] mentioned her coverage issues and our attempts to address it She requested her concerns be handled by an attorney We regret that Ms [redacted] remains dissatisfied with our resolution to her concerns However, based on our review of her inquiry and our records, we remain confident that her issues have been fully addressed As outlined in our response to her previous filing, the account reflects that Ms [redacted] subscribed to the percent off [redacted] Mobile Share Plan with 16GB of data, including unlimited talk, text, with $per line per month Auto-pay discount, until January 31, Furthermore, we confirmed Ms [redacted] ’ account was originally properly configured for device purchase eligibility for the promotional BOGO offer; however, due to the manufacturer recall and her return of the Samsung Note device, the required code was removed We also located a signed lease agreement on fileTherefore, we sustain our resolution to credit the monthly lease charges on previous invoices and apply a one-time lump sum credit for the remaining lease commitment balance In addition, upon account review, there was no contract buyout registration on file, neither do we have a detailed invoice from her previous provider in order to process the promotional offer During our May 15, 2017, conversation with Ms [redacted] , we discussed the information outlined above and our previous response Regrettably, she was unable to continue our discussion in detail, and our subsequent attempts to contact her were unsuccessfulMs [redacted] was provided days from the date of the previous response to contact us and accept the aforementioned resolutions However, we have not received her return call 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###-###-#### extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] RExecutive 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 11241178, and find that this resolution is satisfactory to me Regards, [redacted]

February 12,, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint accountWe appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] is disputing the outstanding equipment lease charges on his account because he does not received adequate data coverageHe cited that although he was offered the option to return the devices and receive partial credit for the charges, he is unable to trust that will happen because he was incorrectly informed that the purchase he initiated with monthly installments would be changed to a two-year discount purchase after he remits sufficient payments to add up to the two-year price of $per phone; however, he was later advised that Sprint would not honor that change We are pleased to advise you that we spoke with Mr [redacted] and reached an amicable resolution for his concernsWe applied one-time credits totaling $to his account to offset one month’s service charge, and we mailed a return kit to him on Monday, February 8, 2016, to facilitate the return of all three of his devicesAdditionally, we agreed to accept his payment of $and upon confirmation of the return of each of his three devices within the next days, we agreed to waive the remainder of the corresponding accelerated equipment charges he incurred totaling $1,Mr [redacted] confirmed that he satisfied with this resolution and he will return the devices and remit his $payment We advised Mr [redacted] that we regret any inconvenience that this matter may have causedIf I may be of further assistance, Mr [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto p.m., Central Time Sincerely, Clara C Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in referenced of the above-referenced, subsequent inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers concerns to our attention In the information provided, Ms [redacted] states that she needs a response from Sprint regarding the tracking of a credit that she indicated is to be applied to her account each monthShe further states that she made a payment on her account, but the adjustment that she has been offered has not been applied to the remaining balance We regret any misunderstanding that may have occurred regarding this matterWe communicated with Ms [redacted] as recently as yesterday, February 15, 2016, and informed her that the Executive & Regulatory Services department will not be monitoring her account monthly to determine if a credit has been appliedWe further informed her that this adjustment resolution that she stated she was offered is being handled by our retail management team, including one of our store managers and district managers from a local retail store in her areaWe contacted the retail store management team yesterday and today as a result of Ms [redacted] ’s continued contact with our officeConsequently, we have been informed that the matter will be handled, and she will be contacted appropriatelyWe also provided Ms [redacted] with the retail store phone number ###-###-#### for her to call anytime she has a question or concern regarding her credit adjustment We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her billing concernsShould there be any additional questions or concerns regarding this matter, she can contact the retail store number noted in the above-referenced paragraphWe can also be reached in 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

January 26, 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received, Ms [redacted] stated that she visited a third-party store and there was an advertisement in the store offering 50% off the [redacted] devices She stated that when she attempted to purchase the devices, she was advised the promotion had expired She stated that she contacted our Customer Care department requesting that the offer be honored since the advertisement was still up in the store and was advised that the promotion had ended She is requesting that she be able to take advantage of the promotion Our Marketing Department works diligently to ensure that our website, brochures and marketing materials are accurate and contain the information that will allow customers to make informed decisions regarding Sprint service 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 Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding the above-referenced promotionWe appreciate her feedback regarding this issue and the details of her experience have been forwarded to the appropriate managerial staff empowered to make changes in this area We spoke to Ms [redacted] on January 24, 2016, and provided her with the above-referenced information In an effort to reach an amicable resolution, we offered and she accepted an account credit in the amount of $ She stated that she considers the issue resolved to her satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] (Rebuttal) Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced supplemental complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] contacting your agency once again In her rebuttal, Ms [redacted] ’s disputed information outlined in our response that stated that we cease collection activity on her account, due to her equipment fraud experience Therefore, Ms [redacted] requested her payment deferred We regret that Ms [redacted] remains dissatisfied with our resolution to her concerns However, based on our review of her inquiry and our records, we remain confident that her issues have been fully addressed Once you have authorized payment for services or equipment via credit card or by debiting your bank account, no additional notice is provided by us before actually invoicing the credit card or drawing funds from your bank Depending upon your overall credit history or specific payment history with Sprint, we reserve the right to require payment by money order, cashier’s check, cash, or other secured form of payment In an effort to curb administrative costs and encourage automated payment methods, you may be charged a fee if your payment is submitted with a customer service representative Additionally, we may charge an additional fee for any check or other negotiable payment method endorsed and/or provided by you which is returned unpaid by a financial institution for any reason We spoke with Ms [redacted] on June 7, 2017, and provided her the information above In addition, she was informed her that we could not stop the payment on a check she already mailed in She was advised to contact her financial institution She understood; however, the $check payment was received and posted to her account on June 9, Subsequently, Ms [redacted] requested the refund of the $111.01, therefore a refund check of the same amount was processed to be received by mail in 7-days After processing the refund her account was brought to a zero balance Ms [redacted] understood and accepted our resolution We regret any inconvenience this matter may have caused If Ms [redacted] would like to further discuss this matter, she can contact our office toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on May 25, 2016, regarding his account concern We are confident his issue has been addressed and resolved In his inquiry, Mr [redacted] indicated he ported two lines of service to another provider He had one remaining line of service still active He called to cancel it and was told he would have to wait until the end of the billing cycle During his call to our customer service department, he asked about his balance and cancellation fee and was provided with an amount When he received his next invoice, his balance was much higher than quoted As a result, he is requesting we review the matter We reviewed Mr***’ account and confirmed phone numbers ending in [redacted] and [redacted] ported out on April 30, The tablet line of service ending in [redacted] was canceled on May 12, Our records indicate Mr [redacted] called our customer service department on May 12, 2016, as this was also the last day of his billing cycle His final invoice had not yet generated and it takes three to five days before the new bill posts As a result, the balance he was provided did not include all cancellation fees We reviewed Mr***’ invoice dated May 16, We did identify a billing error on phone number ending in *** He was charged for additional minutes used when his plan included unlimited voice calls As a result, we applied a credit of $to his account In addition, we confirmed he was billed an Early Termination Fee of $ Mr [redacted] previously paid his installment balance on his tablet of $and a partial payment for his lease cancellation charge Consequently, his new account balance is $ He accepts the balance and indicated he was satisfied with the resolution We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

October 7, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: [redacted] *** Revdex.com File # [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] *** This complaint was served to Sprint on October 4, We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with the account changes that were completed on her account, while replacing her Samsung Galaxy Note device as a result of Samsung’s recall Ms [redacted] stated that her phone number was changed and she was required to pay the suggested retail price, plus taxes for the replacement Samsung Galaxy Note device Ms [redacted] requested that Sprint honor her original Installment Billing Agreement and provide her with a refund for the taxes that were required for the replacement device Ms [redacted] would also like to be assured that her monthly invoice will not exceed $per month, plus related taxes and fees for the next months Sprint has reviewed Ms***’ account According to our records, due to an inadvertent error, Ms***’ phone number ending in [redacted] was cancelled, resulting in loss of her phone number and her account being assessed accelerated Installment Billing charges In addition, she was required to remit an immediate payment to cover the taxes for the new replacement device As a result, on October 5, 2016, we contacted Ms [redacted] to discuss her concerns During that call, Ms [redacted] stated that this matter was previously resolved As such, we confirmed on September 24, 2016, Sprint applied a total adjustment of $to her account to offset the accelerated equipment charge and on October 2, 2016, to offset the disputed tax payment, a credit of $was applied to her account to offset a portion of the cost of an accessory purchase, which was processed at the Sprint retail store location Ms [redacted] further stated that end-user agreed to keep the new phone number ending in [redacted] and no further changes should be completed on her accountMs***’ account is currently on the Unlimited Freedom plan The Unlimited Freedom plan is $per month for the 1st line of service plus $per month for the 2nd line of service, plus applicable taxes and surcharges in addition to her Total Equipment Protection and any additional features that the Ms [redacted] may add to the accountWe apologize for any inconvenience this matter may have caused Ms*** If Ms [redacted] would like to further discuss this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

December 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our continuing to assess charges to her Sprint account for her Airave line of service after she ported her mobile number from Sprint to another carrier, as well as our attempting to bill her for the Airave device that she purchased from a third-party sourceMs [redacted] further disputed our forwarding information related to her Sprint account to an outside agency for collectionsShe asked that we cease the erroneous billing and remove the negative information from her credit report We regret the circumstances that led to Ms [redacted] ’ decision to terminate her Sprint services, as well as any possible misunderstanding that may have occurred related to her subsequent account chargesWe 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 customersIn addition, we confirmed that Ms [redacted] ported her mobile number to another carrier on October 26, 2015, but that her Airave device inadvertently remained active on her account and was not canceled until November 12, During our December 18, 2015, discussion with Ms [redacted] , we explained the information outlined aboveWe further explained that representatives of our Customer Care department previously applied a $credit to her account on November 12, 2015, to offset the disputed additional month’s billing and processed a refund of that amount to be sent to herWe verified that the refund was approved and forwarded to her on December 14, 2015, leaving her account in closed status with a zero balance We confirmed that, because Ms [redacted] did not receive her Airave device from Sprint, we are not seeking payment for itThat device is hers to keepAdditionally, we assured her that no information related to her account has been forwarded to any outside agency and, as such, her credit report should not be impacted by this matter We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance related to these concerns, you or 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 p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

June 27, 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information received, Ms [redacted] described unfavorable customer experiences during her recent attempts to address issues with her malfunctioning device and expressed her dissatisfaction with the options provided to her to repair or replace that equipmentMs [redacted] requested that we send a functioning replacement device to her We regret any difficulty Ms [redacted] may have experienced with her referenced device, as well as any possible misunderstanding that may have occurred related to her repair or replacement options All new Sprint devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost-efficient way to protect their devices against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty Our records reflect that Ms [redacted] is subscribed to our TEP option for her referenced line of service We spoke with Ms [redacted] on June 23, 2017, and explained the information outlined above We also confirmed with her that our representatives provided correct information to her when she was referred to contact our TEP administrator, Asurion, to arrange for a replacement device to be sent to her after she satisfied her required non-refundable deductible We also confirmed that Ms [redacted] ported her referenced mobile number from our network to another provider We informed Ms [redacted] that the remaining pay-off balance of her equipment lease is $270, pursuant to the terms of her accepted lease agreementShe requested that we credit that amount due to the issues she encountered with the deviceWe assured her that we will credit the Device Purchase Option charge associated with her Samsung device contingent upon the return of that equipment to us, with no signs of neglect or abuse, to our possession by July 14, Ms [redacted] accepted our offer, and we sent prepaid shipping materials to her address of record to facilitate the return of her noted device to us She is aware that, once we verify our receipt and the condition of that device in our warehouse, we will apply credits totaling $to her account to offset the Device Purchase Option charge in full and that she will remain responsible of the remaining lease cancellation charges of $ Ms [redacted] indicated her understanding of that information and advised that our actions have resolved her issue 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 that MsIrving’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, 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 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

Tell us why here...April 25, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] 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 18, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr***’s follfiling expressed his dissatisfaction with the previous response providedMr [redacted] further expressed his dissatisfaction with experiencing a delay in exchanging his Samsung Galaxy Note device, due to the recall by the manufacturer, to a pre-owned Apple iPhone deviceMr [redacted] further expressed his dissatisfaction with Sprint’s inability to offer a loaner device during the time period in questionMr [redacted] stated that he requested to purchase an iPhone 6s device with a monthly installment billing charge of $per month; however, he was informed that the monthly installment billing charge would be $per monthSubsequently, Mr [redacted] stated upon attempting to add another line of service to his account and he received the monthly installment billing charge of $per month, per his original requestAdditionally, Mr [redacted] expressed his concerns with the lack of data connectivity while utilizing Sprint’s service in his home calling area of Albuquerque, NMFurthermore, Mr [redacted] stated that he believes that the costs of his monthly recurring charges are incorrectIn addition, he had an unfavorable customer service experience while attempting to resolve his account concernsTherefore, Mr [redacted] requested that Sprint review these matters, cancel phone line ending in [redacted] and remove the respective agreement without further cost to himLastly, he requested to transfer the LG Vdevice to phone line ending in ***, process a refund to him for the charges associated with the return of the Samsung Galaxy Note device, adjust his account and provide him with clarification of the 50% off the competitor plan Sprint has reviewed Mr***’s complaintAs stated in our initial response, we spoke with Mr [redacted] on February 23, 2017, to further discuss his concernsDuring that conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordingly Please be advised that per Sprint’s Terms and Conditions of Service, Sprint does not require the provision of a temporary replacement device while the customers’ primary device is actively engaged under care for service, repairs, maintenance and/or diagnostic testingWe regret any difficulty Mr [redacted] may have experienced with the replacement of his recalled Samsung deviceSprint has no higher priority than our customers, and customer safety while using our products is synonymous with that prioritySprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Note device and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model Please note that customers are responsible for sales taxes upon exchange of their deviceThese taxes are assessed by Sprint on the behalf of local, state, and Federal governments, which cannot be waivedThe taxes and any down payments for their original device, and the replacement device, would be added back as a service credit within days of the exchange in questionFurthermore, any Upgrade, Activation, and restocking fees will be waived and customers who are eligible to receive a $promotional service credit with the purchase of another Samsung device Our records indicate that Mr [redacted] contacted our Customer Care Group on several occasions to advise that he was unable to request an exchange for the Samsung Galaxy Note device associated with phone line ending in [redacted] via our website, www.sprint.comIn response to his device concern, our Customer Care group encouraged Mr [redacted] to visit the local Sprint Retail Store location for further assistance with exchanging the Samsung Galaxy Note device According to our records, Mr [redacted] is currently utilizing the Samsung Galaxy Note device associated with phone line ending in ***Our records do not reflect that Mr [redacted] purchased an iPhone 6s device for the monthly installment billing charge in questionUpon review of our records, we are unable to substantiate the monthly installment billing charge that Mr [redacted] has referenced in his filingFurthermore, we must respectfully deny his request to remove the monthly recurring charge of $per month upon transferring the LG Vdevice to phone line ending in [redacted] as well as process the cancellation request for phone line ending in [redacted] due to being associated with an active Installment Billing AgreementShould Mr [redacted] wish to make changes to his account and modify the terms of his agreement with Sprint, he must contact the undersigned directly to discuss this matter and to make the requested changes to his account, if applicable We regret that the coverage in Mr***’s service area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Mr***’s billing address is located within Sprint’s “good” coverage area and was operating within parameters during the time he stated that he experienced poor service Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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 serviceWe recommend that Mr [redacted] take his device or devices to a local Sprint facility to be diagnosed With regard to the cost of Mr***’s monthly recurring charges and clarification of Sprint’s 50% off competitor plan, our records indicate that Mr [redacted] selected the 50% competitor plan for his account and his monthly rate totals $per monthThis includes monthly service charges, monthly installment billing charges, excluding taxes, fees and SurchargesBased on our findings, we are unable to identify any billing errorsPlease note effective November 20, 2015, customers portifrom selected wireless carriers may be eligible to participate in the 50% off competitor planTo participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipmentThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets through May 31, Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage $per gigabyteFor more information about Sprint’s 50% competitor plan promotion, please visit www.sprint.com/halfprice In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr [redacted] a partial adjustment of $to his account to offset a portion of the monthly recurring charges as reflected on the January and February billing statementsSince our initial conversation, we have attempted to follwith Mr [redacted] on February 27, 2017, March 3, 7, and of 2017, to relay the aforementioned information and resolution to himUnfortunately, we have not received a return call from Mr***Should Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response Upon receipt of Mr***’s follfiling, we have attempted to contact him via phone and e-mail on April and of to reiterate the aforementioned information to him, without successWhile we regret that Mr [redacted] may disagree with our position, we are confident that his concerns were addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response We appreciate Mr [redacted] taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve these mattersIf we can be of further assistance with these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

August 3, 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 the information provided, Mr [redacted] outlined his recent experiences when attempting to update his banking information for automatic payments toward his Sprint account, addressing his defective phone charger, and requesting a rate plan analysis Mr [redacted] was dissatisfied with the customer service he received and is seeking Sprint to review his current plan and provide compensation for the out of pocket expense for the phone charger We spoke with Mr [redacted] on July 10, 17, and 31, 2017, and addressed his concerns During these conversations, Mr [redacted] ’s banking information has been updated, reimbursement provided for the cost of the charger purchased, and review of his current price plan With these actions, Mr [redacted] considers his complaint to be fully addressed and resolved We appreciate Mr [redacted] for taking the time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Sunday through Thursday between 1:p.mand 9:p.m., Central TimeSincerely, Charity HExecutive Services Associate Analyst CH/la

December 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Deiria M [redacted] Sprint Account XXXXX2593, Darious M*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsDeiria M [redacted] on behalf of MrDarious M*** We appreciate you bringing our customers’ concerns to our attention According to the information provided, MsM***, an authorized end user on the account, is disputing the $Subsidized Phone charge 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 Upon activating services, MrM [redacted] was provided with a clear disclosure of his monthly recurring charges and equipment purchases and all other applicable fees and charges Furthermore, we were able to locate a signed copy of his electronic service agreement which includes a description of the charges in question Based on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation and upgrade of the current devices on the account MrM [redacted] is subscribed to our Unlimited Freedom plan which is $per month for the first line and $for the second line with a non-discounted device An additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with this service planThe $Subsidized Phone Charge is a valid charge billed to any line with a device purchased at a discounted rate in exchange for a two-year Service Agreement Although the $Subsidized Phone Charge is valid, as a one-time courtesy, we applied credits totaling $to offset this charge for the remainder of his two-year agreement MrM [redacted] will see these credits reflected on his next invoice If I may be of further assistance with this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

September 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Tanya O [redacted] Sprint Account xcxxx3198, Judy O*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsTanya O***, submitted on behalf of the account holder, MsJudy O*** We appreciate your assistance in bringing our customer’s concerns to our attention According to the inquiry, MsO [redacted] states that Sprint is sending collection letters to her mother, MsJudy O***, for an account she does not haveShe states that she contacted our Customer Care department to discuss this matter and was informed that someone would contact her from the Fraud department; however, she states no one has contacted her MsO [redacted] further states that she attempted to address this matter at the Sprint store, but was unable to provide the account security information, because her mother did not setup the account As a result, she seeks assistance with this matter and requests that the collection calls cease Please be advised that we spoke with MsTanya O [redacted] and advised her that our Fraud Management department has investigated this matter As a result of our investigation, we recently confirmed subscription fraud has occurred on an account established in MsJudy O***’ name As a result, we closed the fraudulent account and adjusted the outstanding balance Therefore, MsJudy O [redacted] will not be responsible for any charges related to referenced account To prevent the unauthorized activation of another account using MsJudy O [redacted] personal information, we have added instructions to our database that will require individuals attempting activation using her personal information to visit a local Sprint store for identification verification A valid picture ID, Social Security card (Tax ID if business acct), and a current lease or utility bill will have to be presented in person before an account can be established We are committed to maintaining quality customer care and high levels of data security We regret this incident occurred and regret any inconvenience If we can be of further assistance with this matter, MsO [redacted] can reach me toll-free at 1-855-848-3280, extension I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 21, 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] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he is disputing the reporting to the various credit bureaus that reflects that his cancelled Sprint account is not paid, as he made a settlement agreement with a third-party collection agency concerning the outstanding balanceMr [redacted] requested an apology form Sprint, as well as the removal of the outstanding balance with the credit bureaus We regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any possible misunderstanding that may have occurred related to his final account balanceOur records reflect that Mr [redacted] ’s account was cancelled on November 3, 2016, with the porting out of his line of service to another wireless service provider of his choiceAfter unsuccessful attempts to resolve the outstanding balance with Mr [redacted] , on February 14, 2017, we closed Mr [redacted] ’s account and forwarded the outstanding $balance to a third-party collection agencyWe subsequently received notification from the third-party collection agency on June 8, 2017, that the matter was settled with Mr [redacted] with a $paymentBecause the past-due balance included valid charges, the outside collection agency can report the matter to the three major credit bureausIf and when an account is settled for a portion of the outstanding balance, the bureau reporting will be changed to reflect the debt as settled; however, the reporting is not removed During our June 9, 2017, conversation with Mr [redacted] , we explained the information outlined aboveWe also advised Mr [redacted] that the various credit bureaus can take between to days to update their records with the settlement We regret any frustration this matter may have caused Mr [redacted] If he has further questions regarding his reported concern, he can contact the assigned third-party agency, Receivables Performance Management, toll-free at ###-###-####If Mr [redacted] has additional questions regarding his cancelled Sprint account, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

October 26, Consumer Specialist Kansas City Revdex.com [redacted] 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 [redacted] submitted on October 20, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ follfiling requests that we apply additional credits to her accountAccording to Ms [redacted] , she was assured that a $credit would be applied to her account However, when she received her following invoice the credit was not applied Ms [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’ complaint As stated in our initial response, we determined that a Sprint Retail store representative added a Lease Agreement onto phone number ending in [redacted] instead of offering her other solutions to replace her damaged device In an effort to resolve this matter, Sprint agreed to cancel the Lease Agreement associated with phone number ending in [redacted] and apply credit to the account to offset any associated charges We spoke to Ms [redacted] in October and confirmed that a total credit of $was applied to her account prior to the filing of the September complaint and additional credits of $were applied on October 7, 2016, to offset the equipment charge As such, Sprint has applied a total credit of $to the account to offset the charges associated with the Lease Agreement as reflected on the May through October invoices Sprint cancelled the Lease Agreement and applied an additional adjustment of $to the account to offset the Lease cancellation charges on October 7, Sprint spoke to Ms [redacted] and relayed the aforementioned information and resolution to her on October 25, Ms [redacted] expressed her satisfaction with the resolution provided We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk 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 12299965, and find that this resolution is satisfactory to me Regards, [redacted] ***

[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:I sent the following message to the representative from Sprint on March 9th, and have not received any response:-------------------------------Hi Sean, Thanks for the call yesterdayI received a message from Revdex.com this morning, asking me to accept or reject your responseAs I considered this request, I have to admit that although the issue with the promotional credit appears to have been fixed, I can't really say that Sprint's response has been adequateAs I mentioned to you on the phone, I have spent 20+ hours on the phone and in person dealing with this issueMy time is valuable, so for me to feel like this has been addressed to my full satisfaction, monetary compensation in the form of credit(s) on my bill would be appropriateAt a modest $per hour, that time I spent would be worth at least $Obviously you are under no obligation to make such compensation, but I wanted to make sure you understood my perspective on what it would take for me to feel full satisfied with Sprint's attention to this matter.-------------------------------- In order for me to accept Sprint's response, I will need them to address this concern Regards, [redacted]

Sprint is in receipt of the above referenced inquiry of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] states that she canceled her two subscriptions because she was not satisfied with the level of network coverage in her areaShe states that she was unable to make or receive calls outside of her home, while utilizing Sprint’s networkAs a result, Ms [redacted] requests that we credit the Early Termination Fees that were assessed to her account because she was not able to fully use the service Sprint has reviewed Ms***’s complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides good coverage in the referenced areaAdditionally, our Engineering department determined that there are no known network issues in Ms***’s service area Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures Although we were unable to duplicate her issues, in an effort to reach an amicable resolution, we agreed to credit the Early Termination Fees that were assessed to her account with the condition that she pays the remaining balanceMs [redacted] accepted our offer and we applied credits totaling $and processed a payment for $As a result, the account is closed and reflects a zero balance Sprint is committed to providing exceptional customer service at all times and offer our assurance that Ms***’s experience is not indicative of the level of service we expect from our employeesThe feedback she provided regarding her experience has been forwarded to the appropriate managerial staff for further review If we may be of further assistance with these matters, please contact us by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### or you can contact me directly at ###-###-####We are available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely Tobias T Executive Services Analyst

Revdex.com: Thank you for the update.The only remaining issue that I don't agree with is that after my auto payment is processed each month on the 25th I have a past due notice of usually $which is the equipment credit that does not cycle on my account until the 2nd of the month.I understand this is a system issue with Sprint; however, I don't want my credit ruined over $due to a system issueThe Sprint system does correct itself on the 2nd of the month; however, there are those days from the 25th until the 2nd that shows my account is past due.I would ask that this matter be addressed in writing so as not to cause any confusion and/or further issues I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***