Sprint Corporation

January 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ivan B [redacted] Sprint Account xxxxx2411, Susana EB [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry rebuttal of MrIvan B [redacted] on behalf of our account holder MsSusana B*** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, MrB [redacted] stated his dissatisfaction with Sprint’s response to his previous inquiry MrB [redacted] stated that he was unable to upgrade his device via our Sprint website He stated that if he takes advantage of the upgrade in store he is required to pay a $upgrade fee He requested that he receive an Apple iPhone Plus device at no cost to him due to his issues experienced, and that his online ordering issue be resolved During our discussion with MrB [redacted] on December 29, 2017, we advised that we escalated his network ticket and we would follwith him On January 2, 2018, we attempted to contact MrB [redacted] to advise that the issue was still being investigated by our network team and that we would provide an update once issue is resolved Previously, MrB [redacted] informed us that he had already upgraded his device at his local store; however, he reiterated his dissatisfaction with his customer service experience and his inability to upgrade online Although we were unable to identify a Sprint-related issue, we previously offered a one-time $account credit as a gesture of goodwill MrB [redacted] accepted our offer and handling of the matter We respectfully declined his request to provide an Apple iPhone Plus device at no cost We appreciate MrB [redacted] for taking time to provide details of his customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value MrB [redacted] feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused MrB*** If we can be of further assistance, MrB [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Twana Thomas Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** [redacted] submitted on February 1, We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] reports that she is not receiving the Buy One, Get One (BOGO) credits that was promised when she purchased her devicesShe further expressed her dissatisfaction with the monthly chargesMs [redacted] is requesting that she receive the BOGO credit and the monthly charges she was promised when she activated service with Sprint We spoke with Ms [redacted] on February 2, 2017, to further discuss her concernsDuring that call, we agreed to retrieve and review the call recording and we would follwith her accordinglySubsequently, on February 6, 2017, we have retrieved and reviewed the call recording for the November 26, 2016, sales transactionOn the call, Ms [redacted] accepted the offer promotion and purchased two iPhone 6s and two Samsung Galaxy SdevicesThe devices were activated for phone lines endings in ***, ***, [redacted] and ***, as part of the iPhone and Samsung Buy-One-Get-One (BOGO) promotional offers, via Sprint’s Lease programMs [redacted] also accepted the offer of a free tablet, at no additional cost, in exchange for a two-year Subscriber Agreement; as such, phone line ending in [redacted] was activatedDuring the call, Ms [redacted] was also informed that she will receive a monthly credit of $5, per line if she signs up for automatic payment, which will make her monthly service approximately $per month prior to related taxes and fees Please note 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease According to our records the telesales representative set up the lease agreements on Ms [redacted] ’s incorrectly, which disqualified her account from receiving the monthly credits for the equipment and the promotional price planUnfortunately, we were unable to apply the BOGO promotional credits systematically to the account, for the iPhone 6S and Samsung Galaxy STherefore, on January 26, 2017, we applied credits totaling $1,to Ms [redacted] ’s account to offset a monthly lease charges and the related taxes associated with the iPhone 6S and the Samsung Galaxy iPhone device for the 24-month period of his Lease agreementWe also confirmed that phone line ending in [redacted] was activated on a Sprint’s Lease agreement in errorAs such, the Lease agreement was cancelled effective January 26, Additionally, a $adjustment was applied to the account to offset the monthly lease charges, as reflected on the November 29, 2016, and December 29, 2016, invoices We spoke with Ms [redacted] on January 14, 2017, and relayed the above information to herDuring that call, Ms [redacted] acknowledged her understanding of the information providedTo fully resolve, Ms [redacted] agreed to cancel the tablet being used on phone line ending in ***We also applied a $adjustment to the account to offset all the charges assessed to the aforementioned phone line as reflected on the November 29, 2016, December 29, 2016, and January 29, 2017, invoicesMs [redacted] acknowledged her understanding of the resolution providedWe regret any inconvenience this matter may have cause Ms [redacted] We appreciate Ms [redacted] taking the time to provide us with her feedback regarding her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for review If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima W 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 appreciate finally being able to speak with a representative who listened to my complaint and acknowledge the error and in addition to apologizing, offered and followed through with a resolve that was acceptable to as the customer I've been assured that the monthly credit of $($xphones) will be applied to my account for the remainder of the Samsung Jcontract And lastly as promised, the $in credits is currently showing on my cellular account Regards, [redacted] ***

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tevin G [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to his rebuttal, MrG [redacted] expressed his dissatisfaction with our response to his initial complaint regarding the coverage in his home service area We regret that the coverage in MrG [redacted] service area may have fallen 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 customersBased on our research, our records do not reflect any network impairmentsAdditionally, our records reflect that MrG [redacted] has significantly utilized the Sprint network prior and after he had upgraded his leased device As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, 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 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 serviceWith respect, the nature of wireless signal prevents any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameSprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select Our records further reflect that on July 12, 2017, MrG [redacted] spoke with our Telesales group and upgraded his iPhone to an iPhone Plus device associated with phone number ending in via our Lease program with an month termAlso, on September 26, 2017, Sprint approved MrG***’ Sprint Magic Box request associated with his leased, iPhone Plus device with phone number ending in The Sprint Magic Box may provide customers with a faster, more reliable data experience inside their homes and businessesCustomers may have an even better indoor experience streaming video, surfing the web, and using their favorite online applications and servicesPlease be advised that since his account was approved it may take up to weeks to receive the boxAdditionally, on September 27th and 28th of 2017, our Network group contacted MrG [redacted] to further discuss his network concerns; however, we were unable to speak with him We spoke with MrG [redacted] on October 2, 2017, and relayed the aforementioned information to himWe also respectfully declined his request to cancel the Lease Agreement associated with phone number ending in Additionally, we spoke with him on October 5, and reiterated the aforementioned information that was relayed to himFurthermore, we encouraged MrG [redacted] visit a local Sprint Authorized Service and Repair Center location to have his device(s) diagnosed by our retail store technician to ensure that his devices are performing within Sprint’s standardsMrG [redacted] has expressed his understanding of the information that was relayed to him We regret any inconvenience this matter may have caused MrG***If we can be of further assistance with this issue, MrG [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

Tell us why her April 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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] described his unfavorable customer experiences during his recent interactions at one of our retail locations and with our Customer Care department, advising that we provided incomplete and inconsistent information related to our services and his ability to exchange his recently-obtained equipment He also disputed the length of time he was told it would take for him to receive a refund if he returned his equipment and canceled his services with us Mr [redacted] requested that we allow him to upgrade his devices or provide a prompt refund and return his previous equipment to him We regret any misunderstanding that may occurred regarding our services or Mr [redacted] ’s device exchange options During our April 4, 2017, discussion with him, we clarified our offered services and confirmed that he exchanged his devices at one of our retail locations on March 26, Mr [redacted] verified that information but expressed his dissatisfaction with our assessing charges of $per device for the price difference between his previous and current device models We then advised Mr [redacted] that he was billed $for the referenced cost difference when he exchanged his equipment but that credits totaling $were applied to his account on March 26, 2017, to offset a portion of that charge and that an additional credit of $was applied to his account on March 27, 2017, to offset the remaining amount Mr [redacted] indicated his satisfaction with our response We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail 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 issues may have caused Mr [redacted] 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 e

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] M [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] M [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with not receiving a refund of $after returning his devices within Sprint’s Satisfaction Guarantee periodThe $was the amount that he paid when he purchased the devicesAs a result, Mr [redacted] requested that we refund him his $ We spoke with Mr [redacted] on June 29, 2017, and reviewed his account Mr [redacted] stated that he returned the Sprint devices to the store within days We confirmed that the devices have been returnedWe also confirmed that $was paid for the devices and shipping charges Based on the information received, we refunded $back to Mr [redacted] on June 29, Unfortunately the shipping charge of $is non-refundable We attempted to contact Mr [redacted] on July 6, and 7, 2017, to outline our findings but were unable to reach him Please note that banks normally post such transactions to customers’ accounts within five business days; however some institutions, such as credit unions and smaller banks may take longer Mr [redacted] should follow up with his bank to determine the status of that refund transaction We regret any inconvenience this matter may have caused If we can be of further assistance, or if Mr [redacted] would like to provide additional information regarding this matter, he 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 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing her equipment concerns to our attention According to the information provided, Mr [redacted] stated that he has experienced problems connecting to the Sprint network and dropping calls As a result, he is requesting that Sprint fix the network problems he is experiencing and apply a credit to his account for the inconvenience We appreciate Mr [redacted] for providing us with the details of his service experienceDuring our discussion with Mr [redacted] on May 23, 2017, we advised him that 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 Based upon our initial review of Mr [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint his experience, his concerns were escalated to our technical support team who is working directly with Mr [redacted] to troubleshoot and isolate any issues that may be impacting his service Mr [redacted] ’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation We will follow up with Mr [redacted] to ensure that a final resolution has been achieved no later than May 31, Although, we were unable to identify a network issue upon our initial review of Mr [redacted] ’s local calling area in an effort to eliminate a source of customer dissatisfaction we applied credits totaling $to Mr [redacted] ’s account on May 23, 2017, to offset a portion of the monthly service charges incurredMr [redacted] expressed his satisfaction with this resolutionIf Mr [redacted] has questions regarding this issue prior to our scheduled follow up, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean [redacted] Executive Services Analyst

April 3, Revdex.com [redacted] 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 March 24, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with a payment being debited from his financial institution in the amount of $59.77, after cancelling his Sprint accountMr [redacted] requested that Sprint review this matter and take the appropriate action Sprint advertises and provides services in monthly incrementsIf 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 Mr [redacted] ’s billing cycle began on the 11th and ended on the 10th of each monthOur records further show on March 12, 2017, Mr [redacted] ported-out phone line [redacted] to another providerAs a result, Mr [redacted] ’s account was automatically cancelled with a balance in the amount of $59.77, which represents usage during the February 11, through March 10, billing period, as reflected on his March 14, invoiceAdditionally, on March 16, 2017, a $payment was remitted to Mr [redacted] ’s account, via the Sprint.com on-line services We spoke with Mr [redacted] on March 27, and informed him of our findingsWhile we regret that Mr [redacted] may disagree with our findings, we are confident that his account concerns were addressed and resolved to the best of our abilityShould Mr [redacted] have any additional questions pertaining to the information discussed herein, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenienceWe further reviewed Mr [redacted] ’s account on March 30, and determined the March 16, payment was reversed on March 28, 2017, leaving Mr [redacted] ’s account closed with a balance due in the amount of $ 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 through Friday between a.mand p.m., Central Time Sincerely, Hakima W Hakima W Executive Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] H [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] on behalf of Sprint account holder Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’ inquiry, he disputed charges assessed to Ms***’ Sprint account for a tablet device and service that our representatives presented to him and Ms [redacted] as being free He requested that we remove all charges related to that equipment and service from Ms***’ Sprint account We regret any possible misunderstanding that may have occurred related to the device and rate plan charges associated with Ms***’ referenced tablet line of service Our records show that the matter was previously addressed by members of a specialized escalations team who agreed to terminate her tablet services and to arrange for the return of her tablet device to us in exchange for our canceling the corresponding equipment financing agreement that she accepted on June 11, We also confirmed that Ms***’ returned device was received in our warehouse on July 1, 2017, and that, on that date, credits totaling $were applied to her account to offset the device financing cancelation charges, as agreed During our July 12, 2017, conversation with Mr***, we explained the information outlined above and advised that, although we were unable to identify any error on the part of Sprint related to this matter, we applied additional credits totaling $to Ms***’ account to offset one month’s service charges, leaving her account with a current balance of $ Mr [redacted] indicated his satisfaction with our resolution We regret any inconvenience this matter may have caused but are pleased that we were able to resolve Mr***’ reported concerns to his satisfaction If we can be of further assistance with this concern, he or Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

September 26, 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 inquiry filed with your office by Ms [redacted] We appreciate the opportunity to address her concerns Based on the information provided in Ms [redacted] inquiry, she advised that she upgraded two lines to iPhone devices, and requested that they we ship to her brother located in the United States She also advised that due to an incorrect address, he did not receive them before he traveled to Columbia And last, Ms [redacted] advised that her brother mailed the iPhones to her in Columbia, and they were ceased by customs, and they have not been returned to her Therefore, she is requesting that Sprint cancel these lease agreements and waive the remaining charges for them During our conversation with Ms [redacted] , she advised that she made several attempts to retrieve her iPhones from Columbia customs, and she was advised that the iPhones could not be returned to her Although we did not identify a Sprint error in this matter, in an effort to amicably resolve this matter, we offered to apply a $credit for one-half of the remaining lease payments on each phone Ms [redacted] is responsible for the remaining charges, including the device purchase price of $on each phone Ms [redacted] advised that she would consider this offer and contact our office this week We regret any inconvenience that these matters may have caused Ms [redacted] If she needs further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, [redacted] *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: I do not want this closed until I actually have the final invoice in my hands at my current billing addressI think that's only fair and then will I feel comfortable with the resolution Regards, [redacted]

November 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, Ms [redacted] indicates that a third party store manager advised her that she would receive the Galaxy SBuy One Get One (BOGO) promotion when she activated two Galaxy Sphones on her accountShe also states that the third party store’s assistant manager, and the third party store’s parent company, later advised her that she did not qualify for the Galaxy SBOGO promotion because her two Galaxy Sphones were activated prior to commencement date of the promotion As a result, Ms [redacted] is requesting that she receive the Galaxy SBOGO promotion for the two Galaxy Sphones activated on her accountShe is also requesting that an account credit be applied to offset the lease charges previously assessed to her account for one of the Galaxy Sphones And last, Ms [redacted] expresses her dissatisfaction with the level of customer service she received when she attempted to resolve this matter During our discussion with Ms [redacted] , we advised her that the Galaxy SBOGO promotion commenced on August 5, 2016; however, the above-referenced Galaxy Sphones were activated on August and 4, Therefore, we confirmed with her that her two Galaxy Sphones are not eligible for the Galaxy SBOGO promotion However, in view of any possible misunderstanding regarding this matter, and to demonstrate our commitment to world-class customer service, we applied a $account credit to offset months of the lease charges assessed for one of the Galaxy Sphones Ms [redacted] indicated that the matter has been resolved to her satisfaction We appreciate Ms [redacted] for taking the time to provide us with the details of her customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback If Ms [redacted] needs further assistance regarding this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 5, 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-noted inquiry of Mr [redacted] submitted on April 21, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the final balance reflected on his closed Sprint account; specifically, stating that he settled the balance with the outside collections agency Mr [redacted] further stated that he received a call from Sprint informing him that that there is still an active IPad on the Sprint account, which should have been cancelled Therefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint According to our records, on January 29, 2016, Mr [redacted] upgraded the device associated with phone line ending in ***, via Sprint Installment Billing program Sprint 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 device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There 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 purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypaySprint Our records further indicate, on December 11, 2015, Mr [redacted] contacted Sprint’s Customer Care group and requested to cancel phone lines ending in [redacted] and ***, which was scheduled for cancellation at the end of his billing cycle date of December 3, As a result, of Mr [redacted] cancelling phone line ending in [redacted] prior to fulfilling the terms of his 24-month Installment Billing Agreement, his account was systematically assessed Installment Billing accelerated cancellation charge of $along with a current balance of $120.79, as reflected on the December 7, invoiceFurther research confirmed Mr [redacted] did not utilize the IPad device on his Sprint account and we have no record of Mrand Ms [redacted] requesting to cancel the Samsung Tablet device associated with phone line ending in [redacted] until December 11, Based on our review of Mr [redacted] ’s Sprint account, we confirmed that the disputed balance due was valid Due to the nonpayment of the outstanding account balance, Mr [redacted] ’s account was forwarded to an outside collections agency on December 3, Furthermore, we confirmed that Mr [redacted] mutually settled this matter with the outside collections agency March 28, 2017, by remitting a partial payment of $276, leaving his account closed with an outstanding balance of $ We spoke with Ms [redacted] on May 4, 2017, and attempted to relay the above mentioned to her During the conversation, Ms [redacted] declined to further discuss this matter with Sprint Should Mr [redacted] and [redacted] require further assistance with this matter, we urge them to contact the undersigned directly at the phone number noted below at their earliest convenience We regret any inconvenience this matter may have caused but trust that we have addressed MrAnd Mrs [redacted] concerns If we can be of further assistance with this issue, MrAnd Mrs [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Hakima W 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: After months of calling several times a week, I was finally able to find someone who agreed to take care of my situation What I found is that although each representative stating they would document my account with all of the details and changes would be processsd, they did not I called at least times and each time I would have to explain the situation over again, they would do their research, and either tell me that they took care of the issues or will have someone call be back to take of it These calls would last about hrs and it was disappointing each time I would have to call back and discover that my previous calls might as well not have existed Even the last guy who finally helped me really did not have a clue as to what was going on He questioned my intentions as if he did not believe that I was being truthful my situation just like all of the others and had to keep putting me on hold over and over while he was doing research trying to determine the truth It should not have taking this long to resolve my profit I should not have had my story questioned each time I called and insinuate that I was being dishonest I should not have been repeatedly told that I just didn't understand the bill and that I was wrong I should not have had to argue with several representatives to check their records and their wharehouse to confirm they received the returned devices for minutes or so as they would tell me they never got it, even though I had the shipping details and tracking number Practically each time I called a was treated as if I was not being truthful or that I just didn't understand the bill Horrible service for such a major company like Sprint No one should be treated as a cheat or too stupid to understand the process as I was for months! Regards, [redacted]

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] 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 According to the information received, Mr [redacted] stated that he was dissatisfied that he was unable to establish a payment arrangement for his account Additionally he was dissatisfied with his customer experience while attempting to discuss the status of his account As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment is due as stated on your bill We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if available However, not all payment arrangement requests can be honored We have reviewed Mr***’ account and recent communications to Sprint Our records reflect that we have worked with Mr [redacted] on multiple occasions in an effort to bring his account current and our records reflect we previously notified him that his account balance was past due In addition, we previously explained that we may at any time, based on usage history, withdraw or change services, or place limits or conditions on the use of our servicesOur records reflect that Mr***’ account balance is current and no payment arrangements are required at this point in time Mr [redacted] provided feedback regarding his recent interactions with our Customer Service representatives We appreciate him taking the time to provide us with the details of his experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Associate Analyst

September 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 Mr [redacted] filed on behalf of Sprint accountholder, Ms [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with our declining to allow the exchange of his Samsung Galaxy Note device for a newly-released Samsung Galaxy Note model as previously offered after his electing not to participate in last year’s Note manufacturer’s recall He requested that Sprint accept the return of his Note device in exchange for a Note device and credit the remaining installment agreement balance for his Samsung Galaxy SEdge device associated with another of his lines of service We regret any possible misunderstanding that may have occurred with regard to the exchange of Mr [redacted] ’ Samsung Galaxy Note device Sprint sold that device model from August through September 2, On and after September 2, 2016, we assisted Samsung in facilitating a recall of that model Sprint customers participating in the recall received a one-time device upgrade opportunity In addition, customers affected by the recall and participating in Buy-One-Get-One or Lease-One-Get-One promotions continued to receive monthly promotional awards associated with those offers As part of the recall process, Samsung provided special shipping materials for the return of the recalled devices and called for the immediate recall participation by all Note device holders Retaining devices as described by Mr [redacted] was not an option provided by the terms of the manufacturer’s recall Based on the nature of Mr [redacted] ’ inquiry and the information outlined above, it will be necessary for us to speak with the account holder, Ms [redacted] , directly in order to obtain her account security information and her authorization to discuss her account with Mr [redacted] Unfortunately, however, our September 15, 21, and 27, 2017, attempts to contact Ms [redacted] via telephone and e-mail were unsuccessful In addition, on September 27, 2017, we sent a letter to Ms [redacted] via U.SPostal Service at her address of record acknowledging our receipt of Mr [redacted] ’ inquiry and our need to speak with her To date, we have not yet received a response from her We regret any inconvenience this matter may have caused Mror Ms [redacted] We believe that we can fully address Mr [redacted] ’ reported concerns, and we look forward to having the opportunity to do so As such, if this matter remains unresolved, we invite Ms [redacted] to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, [redacted] *Executive Services Analyst

May 10, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] R [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] R [redacted] regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to find out why her balance is fluctuating each month Ms [redacted] has had Sprint services for seven months, and she states her monthly bill has not been the $she says that she was offered As a result, she requested that we cancel her account.We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding Ms***’s monthly chargesAfter she was quoted a monthly cost of $she added a tabletI offered to take back the tablet and advised that her new monthly invoice would be $before taxes for both of her remaining phone lines Ms [redacted] declined and stated that she would rather cancel the entire account Although we hate to lose her business, we assisted Ms [redacted] with the cancellation of her services.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely,Dianah A.Executive Services Analyst Tell us why here

[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: Regards, [redacted] After multiple phone conversations with Sprints customer service rep [redacted] she continued to reassure me that no mistake was made on their behalfVery untrue, my service was interrupted twice in month and they say they have no record of it which I don't understand seeing as how I visited sprint locations to have it reconnectedAlso they said I made a payment of 175$ that I owed which is 100% I never agreed for that payment to occur and had no notice or knowledge that I owed anything besides the agreed upon 185$ for my buyout planSprint is impossible to deal with over the phone no matter how many time I show proof of them being wrong they just continue to repeat the same things and offer me a 20$ "fix." This company is garbage and their customer service sucks therefore I refused to answer the phone for them because I see no point in doing so if I have to keep repeating myself for them to tell me I'm wrong again

August 10, 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 your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he recently completed a change of ownership and had a Sprint account activated in his name At the time that the change was completed, his last name was inadvertently misspelled Mr [redacted] requested that we correct the spelling of his last name During our conversation with Mr***, we confirmed that we corrected the spelling of his last name on July 31, We advised Mr [redacted] that he will see this change reflected on his August invoice Please note that Sprint does not report directly to the credit bureaus We regret any inconvenience this matter may have caused If Mr [redacted] has any further questions regarding this matter, he can reach 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 CExecutive Services Analyst

December 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX6239, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] is requesting a percentage employee discount for her Unlimited Freedom planMs [redacted] requested that we apply the percentage discount to her plan We spoke with Ms [redacted] on December 7, 2017, and reiterated that in order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discount Customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Ms [redacted] not complete the validation process, she will not receive the discount Additionally, we advised Ms [redacted] that once she submits her proof of eligibility and it is approved, she will receive a $discount on her Unlimited Freedom plan The Unlimited Freedom plan is not eligible for a percentage discount We previously offered to apply a credit of $to her account in lieu of the $discount for the previous months; however, Ms [redacted] declined our offer We further advised Ms [redacted] that she can qualify for an additional credit of $per line of service per month if she signs up and maintains both our auto pay and e-bill options While we regret that Ms [redacted] is not satisfied with our response, our position remains unchanged After discussing this matter with the Executive & Regulatory Services team, we are confident that Ms [redacted] ’ concern has been fully addressed and resolved to the best of our ability Consequently, all further inquiries regarding this matter will be met with the same response If we may be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst