Sprint Corporation

[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 11244321, and find that this resolution is satisfactory to me Regards, [redacted]

August 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on August 9, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with being offered a credit to her account to offset the Phone Access Fees that was offered by our Customer Care group; however, the credits were not applied to her accountMs [redacted] requested that Sprint review this matter and honor the offer that was provided by our Customer Care group Sprint has reviewed MsNorvalls’ complaintIn 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that Ms [redacted] contacted our Customer Care group on June 20, 2016, regarding the recurring cost of her existing rate planIn response to her inquiry, Ms [redacted] was offered to lower the costs of her rate plan as well receive a waiver for the Phone Access Fees related to multiple devices sharing the Data plan and having access to unlimited talk and textAfter thoroughly reviewing our records, we confirmed on June 20, 2016, Ms [redacted] was offered a waiver for the Phone Access Fees on three lines of service totaling $However, Sprint also confirmed that the rate plan that Ms [redacted] was offered and switched to is a heavily discounted rate plan and; therefore, Sprint does not have the ability to waive the associated Phone Access Fees We spoke with Ms [redacted] on August 17, 2016, to discuss her concerns and relayed the aforementioned information to herIn an effort to provide an amicable resolution for this matter, Sprint agreed to apply a one-time courtesy adjustment of $to MsNorvalls’ account to offset the Phone Access Fees for twelve monthsMs [redacted] accepted our offer and confirmed that she is satisfied with our resolution We would like to apologize for any inconvenience Ms [redacted] experienced as a result of this issueWe appreciate Mr [redacted] taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease 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, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

May 5, 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 12, We appreciate your assistance in bringing our customer’s concern to our attentionMr [redacted] ’s filing expressed his dissatisfaction with the lack of coverage in his home service area of Westminster, MDAs a result, he cancelled his account within Sprint’s 14-day Satisfaction Guarantee return period and returned the devices associated with phone lines ending in [redacted] and [redacted] to a local Sprint Retail Store location Mr [redacted] further expressed his dissatisfaction with the outstanding balance reflected on his account and the account was transferred to an outside collections agency Additionally, he was unable to retrieve the device that was turnat the initial activation period and he received unfavorable customer service experience while attempting to resolve these matter Mr [redacted] requested that Sprint review these matters, credit his account, and remove any negative reporting from the credit bureaus and process a refund to him accordinglySprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on April 17, 2017, to further discuss his concerns During that conversation, we advised Mr [redacted] that unfortunately, that the third party devices that were turnat the initial point of activation will not be retuned to him Furthermore, we advised Mr [redacted] that we would investigate his concerns and follwith him accordinglyOur records reflect that Mr [redacted] established service with Sprint on December 27, At that time, he activating phone lines ending in [redacted] and [redacted] with devices via Sprint’s Leasing program 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 device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseWe regret that the coverage in Mr [redacted] ’s service area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Mr [redacted] ’s billing address is located within Sprint’s “good” coverage area 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 control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service To further investigate Mr [redacted] ’s concerns, we engaged our Retail Stores Management team for further assistance As a result, we have confirmed that he returned the aforementioned devices and cancelled the account in a timely manner To resolve this matter, on May 2, 2017, we have adjusted the remaining Lease cancellation charges accordingly In addition, we have confirmed that his account was not reported to any credit bureaus The account remains closed with a zero balance We have attempted to follwith Mr [redacted] on May 4, 2017, to relay the aforementioned information and resolution to himUnfortunately, we were unable to reach him directlyWe encourage Mr [redacted] to contact the undersigned below should he have any additional concerns regarding this matter We appreciate Mr [redacted] for taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’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 this matterIf 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

September 18, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12302012-Rebuttal, [redacted] Account xxxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once againIn his rebuttal, Mr [redacted] reiterated his dissatisfaction with our not rescinding his contractual obligation with Sprint and providing a refund he believes is owed to him We regret any remaining misunderstanding that may exist related to the processing of Mr [redacted] ’s contract buyout prepaid cards, which led to his initial Revdex.com filingAs outlined in our August 25, 2017, response to that inquiry, our records reflect that Mr [redacted] activated his Sprint services on April 1, 2017, and that, upon his submission of the necessary paperwork, his promotional prepaid cards were to be mailed out after days of that dateHowever, we identified that his cards were shipped to an incorrect address on three different occasions due to an inadvertent keying errorFor the sake of caution, we withheld further processing of his prepaid cards in order to thoroughly investigate the matter Our records further reflect that, on August 7, 2017, we processed checks in the amounts of $and $for Mr [redacted] and mailed them to his confirmed addressDuring our August and 16, 2017, conversations with Mr [redacted] , we provided the information outlined aboveIn addition, we offered a $service credit as a one-time courtesy due to the delay in processing his promotional reimbursement Mr [redacted] indicated his understanding of the information provided and accepted our offerWe applied the credit to his account as agreed and informed him that he should receive his above-noted checks within the next seven to ten daysMr [redacted] expressed his satisfaction with our resolutionHowever, subsequent to those conversations, Mr [redacted] again brought his initial concerns to our attention via this rebuttal and under separate coverOn September 8, 2017, we again attempted to discuss the information outlined above and to address any remaining concerns he may have related to his disputeAt that time, he declined to speak with us and advised that he was pursuing the matter via other means While we believe that we fully addressed Mr [redacted] ’s reported concerns and regret his continued dissatisfaction, we respect his request that we not contact him further regarding this inquiryIf we can be of further assistance with these issues, or if Mr [redacted] would like to provide additional information for our consideration, he is welcome to contact the Executive Services Analyst currently assigned to his account, Romualdo F., by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension He is available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Beatrice R Executive Services Analyst

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] states that he canceled service with Sprint and his account was in collections He further stated that he agreed to pay his outstanding balance if Sprint removed the item from his credit report However, the item is still on his credit report after paying the balanceDuring our conversation with Mr***e on May 22, 2017, we confirmed that he made a payment of $on May 17, With this payment, his account is closed and reflects a zero balanceIn addition, we have contacted the third-party collections agency and requested that further collection efforts on this account be discontinued Further, the outside collections agency will then update the credit bureaus to paid in full Please allow up to days for completion of this process We appreciate Mr [redacted] for taking 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 On behalf of Sprint, I apologize for any inconvenience Mr [redacted] may have experienced as a result of these issues If we can be of further assistance, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

February 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Martha G [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G [redacted] to our attention once more We apologize for any inconvenience that she may have experienced as a result of this matter According to the information provided in the complaint, MsG [redacted] indicates that she never set up the Sprint account As a result, she disputes the Sprint account and requests that Sprint provide her a copy of the agreements During our discussion with MsG [redacted] on February 10, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested Therefore, MsG [redacted] can contact us at the number provided below at his earliest convenience, to complete the authentication of her account so that we can resolve her account balance concerns According to our initial review of our records, we confirmed that the above-referenced Sprint account was transitioned from MsG***’s nTelos account with an unlimited plan provisioned for two lines of serviceAs we previously indicated in our response dated January 24, 2017, our records also indicate that the account established with Sprint/Shentel has acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/Shentel after a multi-month Network transition process As part of this transition, nTelos customers in the affected markets have the opportunity to either switch to Sprint/Shentel or they may choose to go to another provider Sprint/Shentel has been offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits Affected nTelos customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, was already been sent to all affected customers Accordingly, nTelos customers with questions about their former or current nTelos or FRAWG account can contact nTelos Customer Service at 1-877-4-NTELOS (1-877-468-3567) or Prepaid FRAWG customer service 1-877-ME-FRAWG (1-877-633-7294)Customers may also dial from their device As an additional courtesy, we have referred this matter to nTelos and requested that MsG [redacted] be contacted regarding her nTelos account Additionally, because MsG [redacted] disputes the establishment of the account, we investigated this matter and our Fraud team was unable to determine that any fraud has occurred on MsG***’s accountShe previously had nTelos and her account xxxxxwas converted over to Sprint from Telos Although we were unable to complete the authentication of her account, MsG [redacted] can visit her local Sprint service center with a valid identification card and can provide her copies of the lease agreements If I can be of further assistance with this matter, MsG [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

March 1, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] stated that he placed an online device order with VMU; however, his PayPal credit account was not charged, and his regular PayPal account that is set up with his banking institution was chargedMr [redacted] further stated that upon contacting VMU’s Customer Care department, he was advised that since the device had not shipped, his order would be canceled; however, it was not canceled and it shipped via Fed ExMr [redacted] further indicated that the device was eventually intercepted by VMU and he is now waiting on his refund since the equipment was confirmed as received by VMU’s warehouseMr [redacted] indicated that when he places his next order, he would like an equipment discount for the confusion During our discussion with Mr [redacted] on February 25, 2016, we advised that the registered payment method charged by PayPal did not result from an error on the part of VMU, and that his refund concern must be resolved with PayPal directlyHowever, as a courtesy, we offered to apply a credit to his girlfriend’s account to offset one month of service charges if he purchases a VMU deviceMr [redacted] accepted our offer and stated that he will contact our office directly after he purchases the device to receive the credit We regret any inconvenience this matter may have caused Mr [redacted] 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 8:a.mand 4:p.m., Central Time Sincerely, Shannon P Executive Services Analyst

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a billing issue Ms [redacted] stated she was told by our retail representatives that she was eligible to get a free 8-inch tablet for a one-time fee of $ She further stated she was told the tablet will be free after that Ms [redacted] said she is still being billed for the $ As a result, Ms [redacted] is requesting that Sprint refund the additional money paid or provide store credit Our records reflect that on November 3, 2016, Ms [redacted] added the tablet line to her account via a 24-month installment billing option, with a $monthly chargeThe agreement was signed by Ms [redacted] During our discussion with Ms [redacted] on April 25, 2017, the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction To demonstrate our commitment to excellence, we offered to cancel the installment billing agreement and adjust the $accelerated chargesMs [redacted] thanked us for the offer and accepted it We appreciate Ms [redacted] for taking the time to provide us with her experiences with our retail and 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 We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms [redacted] ’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her monthly Sprint charges being higher than she agreed to and described unfavorable customer experiences during her attempts to address that matterShe requested that we restore her previous rate plan and billing We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billing Our records reflect that Ms [redacted] that the promotion that was providing a waiver of her $15-per-line-per-month access fees expired on June 19, 2017, pursuant to the terms of that promotion As such, her monthly billing increased by $ Our records further reflect that Ms [redacted] updated her rate plan on July 18, We spoke with Ms [redacted] on July 31, 2017, and explained the information outlined above We informed Ms [redacted] that we are unable to identify any billing error associated with her account Ms [redacted] indicated her understanding of that information and agreed to review her next invoice and contact us directly if she has any remaining questions regarding her charges We appreciate Ms [redacted] taking time to provide details of her experience with customer care We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these matters If we can be of further assistance with these concerns, Ms [redacted] can contact me directly by calling the Sprint Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that one of the phone lines on her account was transferred to a new Sprint account; however, her account was billed the end of lease purchase charges for the leased device that was transferred As a result, she is requesting to have the end of lease purchase charges for the lease device that was transferred to a new Sprint account removed from her account During our conversation with Ms [redacted] on July 12, 2017, she advised us that the end user of the new Sprint account where the lease device was transferred made a payment in the amount of $to satisfy the end of lease purchase charges on her account Additionally, Ms [redacted] confirmed that her issue is resolved We regret any inconvenience this matter may have caused Ms*** If I can be of further assistance with this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer F Jennifer FExecutive 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 don't agree with everything stated during the billing cycles, but I am satisfied that the account has been closed with a zero balanceI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for your help Regards, [redacted]

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: The inquiry referenced above has been forwarded for our reviewWe appreciate your assistance in bringing our customers’ concerns to our attention According to the inquiry, Ms [redacted] stated that she was offered two tablets at no cost; however, she is being billed a monthly service chargeAs a result, she would like to cancel the tablets with no penalty 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issueFurther, we confirmed she returned one of the tablets to the storeThe tablet was canceled and the Early Termination Fee was waivedAdditionally, Ms [redacted] informed us that she broke the second tabletIn an effort to amicably resolve her concern, we agreed to reduce the Early Termination Fee to $Ms [redacted] accepted and is satisfied with the resolution We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representativesWe regret that the level of service she received was not indicative of the world-class service we strive to provideThe feedback she provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias T Executive Services Analyst

May 25, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in the complaint, Mr [redacted] expressed concerns about the service provided by some of our retail store representatives He stated that he was informed the location was not a service and repair center after he had waited over an hour As a result, Mr [redacted] requested that there should be signs out to indicate types of service provided, and improvement in the customer service at the retail stores Upon account review, we show that on May 7, 2017, Mr [redacted] visited one of our retail stores; however, he was later referred to the nearest service and repair center We regret his dissatisfaction with the level of service provided at the retail store locationWe spoke with Mr [redacted] on May 25, and informed him that Sprint is committed to providing the best service to our customers He confirmed that his service and repair related issue has been resolved However, we apologized for his experience, and thanked him for his feedback For customer loyalty and appreciation, we offered and applied a one-time $credit to his current bill The account balance after the credit was $ He accepted and confirmed satisfaction with our resolution We appreciate Mr [redacted] taking time to provide details of his experience with retail/service and repair channels We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Mr [redacted] should contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

In Mr***’s follow up filing; Mr***, an end-user on the above account, provided additional feedback regarding his dissatisfaction with his coverage area in addition to the promotional phone offers elected by the account holder Mr [redacted] also cited his dissatisfaction with offers that were presented to him due to the above issues he relayed We regret that Mr***’s experience with the service in his local calling areas may have fallen below his wireless expectations Our technical teams are continually monitoring our network for service and capacity related issues and work diligently to reduce any negative impact to our customersHowever, as outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control Our network team investigated his coverage concerns and identified that he may have been impacted by the network upgrades being implemented in his area We anticipate that his service levels will gradually improve and return to once the upgrades have been completed In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information Our records show that the promotional offer that Ms***, the account holder, elected when she upgraded and activated an additional phone number in April was a Lease One Get One phone offer Further, this information was acknowledged by and provided to Ms [redacted] at the point of sale Although no credit is due and the agreement is valid, in an effort to amicably resolve this matter, during our previous conversation with Mr [redacted] on August 24, 2017, we presented an offer to return the currently leased devices to our returns warehouse, undamaged, and in exchange we would waive the balance of his lease agreement charges However, Mr [redacted] requested to keep the devices and pay for the phone and Sprint agreed to waive the Purchase Price OptionAt the time, Mr [redacted] declined Ms [redacted] ***, the account holder, was contacted on August 29, and she elected to return the phone to a Sprint store and we have confirmed receipt of the phoneAs such, we cancelled the lease on phone number ending in and waived the cancellation charges She indicated her satisfaction We appreciate Mr***’s taking time to provide details of his experience with our customer service representatives We are continually striving to improve the level of service provided to our customersPlease be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] , submitted on June 11, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she expressed her dissatisfaction with her Samsung Galaxy SEdge device malfunctioning associated with phone line ending in ***Ms [redacted] further expressed her dissatisfaction with being misinformed about the terms and guidelines of Sprint’s Total Equipment (TEP) plan at a local Sprint Retail Store location Ms [redacted] requested that Sprint review this matter and allow her the ability to cancel her account without further cost Sprint has reviewed Ms [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband 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 on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We spoke with Ms [redacted] on June 1, 2017, to address her equipment concerns At that time, we advised Ms [redacted] that because she does not subscribe to TEP; therefore, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty Further we are unable to substainate that Ms [redacted] was misinformed about the TEP insurance at a Sprint retail locationWe apologize for any miscommunication that may have occurred regarding this inquiry If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Furthermore, on June 11, 2017, Ms [redacted] ported-out phone lines ending in [redacted] and [redacted] to another wireless service provider prior to fulfilling the terms of her Lease Agreements, effectively cancelling her accountAs a result, Ms [redacted] ’s account was assessed the remaining Lease cancellation charges and Lease Device Purchase Amount charges totaling $as reflected on her June 13, 2017, billing statementWe spoke to Ms [redacted] on July 6, 2017, and discussed our final outcomeIn an effort to ensure a satisfactory and mutually acceptable resolution, we explained that her outstanding account balance is valid As such, we must respectfully deny her request to adjust the aforementioned account balance However, in an effort to ensure a satisfactorily resolution, we offered a one-time courtesy adjustment totaling $to offset the monthly recurring charges and taxes as reflected on her May 13, through June 13, billing statementsThis adjustments will appear on Ms [redacted] ’s July 13, billing statementsAccordingly, Ms [redacted] accepted our resolution and she informed us that this matter has been addressed to her satisfaction and did not require further assistance We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint’s Customer Care group and Retail Store location We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 1, 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-mentioned complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] sates that she terminated service in June and returned two leased devices at the Sprint store She further states that she received a bill for $for two leased devices that she returnedBased on the information received from Ms [redacted] , she states that she had an unfavorable customer experience while attempting to address her concerns As a result, Ms [redacted] requested that her bill be corrected for the returned devices, an apology, and an adjustment for the remaining account balance Please be advised that we attempted to contact Ms [redacted] by phone and e-mail on June 19, 25, and 31, 2017, to discuss her account concerns Unfortunately, we were not successful in reaching her We also mailed a letter to the address on file on June 26, 2017, advising her of our receipt of her complaint and our need to speak with her directly At this time, we have not received a response to our contact attempts Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account Therefore, we ask that Ms [redacted] contact us at the number provided below at her earliest convenience, in order to complete the authentication process Upon our initial review of this matter, we confirmed Ms [redacted] ‘s account was recently credited $for the return of her two lease devices In order to address any other outstanding account matters, it will be necessary for us to speak with Ms [redacted] so that she can provide the noted account security information 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 and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, or there are still outstanding account concerns, Ms [redacted] can contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 3, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx5699, [redacted] Sprint Case [redacted] Dear Ms [redacted] Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] states that he cancelled his services on January 9, 2014, and was advised that the Early Termination Fees (ETF) would be waivedHowever, after cancelling his services, he was billed $in ETFsHe is requesting to have the ETFs removed and to have the debt recalled from the third party collection agency, Enhanced Recovery Corporation, and any negative reporting regarding this debt removed from his credit report During our conversation with Mr [redacted] on June 2, 2015, we explained that our records indicate that he accepted new two-year service agreements on phone line ending in on May 7, 2012, and phone line ending in on November 22, In exchange for the service agreements, he received subsidized equipment pricing on his devicesOur records further indicate that a port-out request was received for both phone lines on his account on January 9, As a result of that port-out request, the account was automatically cancelled and assessed $in ETFs in accordance with our cancellation policy that can be viewed at www.sprint.comWe sustain that the ETFs are valid; however, due to any possible miscommunication that may have occurred regarding this matter, we applied credits totaling $to his account to remove the chargesAs a result, his account is closed and reflects a zero balance Additionally, we contacted the third-party collection agency, Enhanced Recovery Corporation, and requested that further collection efforts on this account be discontinuedFurther, we requested that any negative reporting regarding this issue be removedPlease allow up to days for completion of this process We appreciate Mr [redacted] taking the time to provide us with his feedback regarding our customer service representativesWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for review We regret the circumstances that led to his decision to cancel his servicesIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, [redacted] F [redacted] F Executive Services Analyst

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s complaint, he visited a local Sprint store for assistance with a device issue He stated that the employee sold him another phone and did not attempt any troubleshooting efforts on his original device He later indicates he performed a reset on the original device, which resolved the issue, so he returned the new phone, but he hasn’t received his refund In addition, Mr [redacted] outlines an unfavorable customer service experience while at the retail store We regret the circumstances that prompted Mr [redacted] ’s complaint We contacted Mr [redacted] and advised that a credit card refund of $was processed on May 6, 2017, for the returned device On May 18, 2017, we also processed an additional credit card refund of $for the upgrade fee he paid at the original point of sale We appreciate Mr [redacted] for taking time to provide details of his customer service experience while at one of our retail stores We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns were forwarded to the appropriate managerial staff for further review We appreciate Mr [redacted] for being a valued Sprint customer If he has any further questions regarding this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a re [redacted] why you are rejecting the responseIf no re [redacted] is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I am not satisfied with the outcome and would like to speak with someone else to discuss a resolution Regards, Eric L***

March 31, Revdex.com Serving Greater Kansas City 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 Ms [redacted] submitted on March 28, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] ’s is concerned that phone numbers she previously assigned are recycled and re-assigned to other individualsMs [redacted] requested that Sprint review this matter and adjust the cancellation charges assessed to her Sprint account As stated in our General Terms and Conditions of Service, which can be viewed at [redacted] , individuals do not have a proprietary, ownership, or other right to any phone number that Sprint assigns to them for their service except for the right to port or transfer their assigned phone number to another carrier According to our records, Ms [redacted] upgraded the device associated with phone number ending in [redacted] on December 2, At that time, she purchased a device at discounted pricing in exchange for a two-year service agreement renewalFor details regarding Service Agreements with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf a customer terminates Sprint service prior to satisfying the two-year Service Agreement, applicable Early Termination Fees will applyDetails on Sprint’s Early Termination fees are available at www.sprint.com/etf Additionally, the device associated with phone line ending in [redacted] was upgraded on March 28, 2016, via Sprint’s Monthly Installment Billing programUnder the Installment Billing Agreement, Ms [redacted] agreed to monthly installment payments for the financed deviceFor additional information on Installment Billing Agreements, please visit www.sprint.com/easypay Our records further indicate that Ms [redacted] ported-out phone numbers ending in [redacted] and [redacted] on January 31, 2017, to another wireless service provider prior to completing the terms of the respective Service Agreement and Installment Billing AgreementAs a result, Ms [redacted] ’s account was automatically cancelled and assessed an Early Termination Fee for phone number ending in [redacted] and an Installment Billing accelerated cancellation charge for phone number ending in [redacted] as reflected on her February billing statement Upon receipt of Ms [redacted] ’s follfiling, we spoke with Ms [redacted] on March 28, 2017, and attempted to further discuss her concernsAt the onset of the call, we informed Ms [redacted] that this call may be monitored or recordedHowever, Ms [redacted] stated that she did not give Sprint permission to record the callAs such, we were unable to discuss our position with Ms [redacted] or attempt to resolve her concerns with her directly Although the disputed cancellation charges on Ms [redacted] ’s account are valid, we applied a $adjustment as a courtesy to her account on March 28, 2017, to offset the cancellation charges assessed for phone line ending ***However, we respectfully decline to apply any other credits to her accountWhile Ms [redacted] may disagree with our position, we are confident that her account concerns were addressed and resolved to the best of our abilityShould Ms [redacted] require further assistance with this matter, she may contact the undersigned directly at the phone number noted below at her earliest convenience If we can be of further assistance, Ms [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time Sincerely, /s/ Hakima W Hakima W Executive & Regulatory Services