Sprint Corporation

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Matthew [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, MrMatthew [redacted] stated that he has been trying to cancel a line since informing a store of their desire to cancel in June He desires the lines to be cancelled and charges credited We spoke with Mr [redacted] on October 4, 2017, and reviewed his concerns with him After the review, we confirmed that he previously attempted to cancel the account Therefore, the account has been canceled and credited in full As a result, $is owed to Sprint Mr [redacted] confirmed these actions resolved his concerns We regret any frustration this matter may have caused If Mr [redacted] requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension *** I am available Monday, and Wednesday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M 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 did not have a balance on my accountThey added one in order to "credit" and close my accountI did not receive all of what I asked forThis complaint is unresolved and they closed my account in an attempt to discourage any contact from me Regards, Patricia B***

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms [redacted] is requesting to cancel her brother’s account who she has Power of Attorney over due to his recent health concerns Ms [redacted] reports that she has attempted to address this issue on multiple occasions; however, her concern remains unresolved Ms [redacted] is requesting that this issue be reviewed and his account be cancelled effective immediately We regret any inconvenience these concerns may have caused During our conversation with Ms [redacted] on July 25, 2017, we confirmed that her brother purchased a new phone on May 28, Due to the account holder, [redacted] ***, suffering a stroke and becoming disabled, she attempted to return the device June 3, She advised that the store would not accept the device back without the boxMs [redacted] also has power of attorney and advised them of the circumstances, but they were unable to assist In an effort to resolve her concerns, we agreed to cancel the account and waive the remainder of the Installment Billing agreement with the return of the device and receipt of the Power of Attorney A return kit was sent to Ms [redacted] and we received the Alcatel device back in our warehouse as of August 3, Ms [redacted] also provided the Power of Attorney and the account is now cancelled Ms [redacted] confirmed that her issues have been addressed and resolved to his satisfaction We appreciate Ms [redacted] taking time to provide details of her experienceWe 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 If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tracey FExecutive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s complaint, she had an unfavorable customer service experience when she contacted Sprint to discuss payment arrangements and any potential early cancellation charges associated with her equipment As a result of her experience, she requested that Sprint waive any cancellation fees and unlock her devices after she satisfies any remaining balance due We regret the circumstances that prompted Ms***’s complaint We spoke with Ms [redacted] on June 5, 2017, and explained that her account is currently in a state of suspension and slated for cancellation on July 29, 2017, due to non-payment Upon cancellation, she will incur accelerated charges for early cancellation of her lease and Installment Billing Agreements as Sprint has respectfully denied her request to waive these valid charges However, in an effort to reduce the future charges that will be assessed to her account, we will waive the $End of Lease “EOL” purchase amount with the return of her leased iPhone device in good working condition Ms [redacted] understood her options and accepted our findings We also discussed Ms***’s option to retain services to avoid the accelerated equipment charges for early cancellation We advised that the $past due balance on her account must be paid prior to the scheduled cancellation date to reinstate services We appreciate Ms [redacted] for taking time to provide details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms*** If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] states that in November 2016, he visited a Sprint store to return a leased device and cancel his Sprint service He states he paid was he was told to pay; however, he continues to receive an invoice from Sprint Mr [redacted] is requesting that the account balance be credited in full We spoke with Mr [redacted] on January 26, We reviewed his account and confirmed that he was billed a Lease Cancelation charge which is the remaining balance associated with the canceled lease agreement Although the charge is valid, we credited it as a courtesy as it appears he may have been misinformed at the time that he canceled his service This adjustment has reduced the account balance to zero We appreciate Mr [redacted] taking time to provide details of his experienceWe 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 that this matter may have caused If Mr [redacted] should have any questions regarding this matter, he can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst //AT

[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 11449540, and find that this resolution is satisfactory to me Regards, [redacted]

Tell us why here...June 20, 2017Revdex.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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that a third-party retail store representative offered a $gift card and $monthly credit if she participated in the iPhone upgrade promotion In addition, she stated that the third-party store representative contacted us to confirm that she was eligible for the promotion Moreover, Ms [redacted] stated that she accepted the offer and activated her device on October 31, Since that time, she stated that she has not received the offered credits As a result, Ms [redacted] requested that Sprint apply retroactive credits to her account totaling $184.08, and a $credit because she declined to enroll her account in our automatic payment program We regret any delay in resolving Ms [redacted] ’ monthly credit issue Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on June 7, 15, and 19, 2017, to discuss her reported concerns were unsuccessfulWe also mailed a letter to her address on file on June 19, 2017, acknowledging our receipt of her inquiry and advising that we needed to speak with her directly To date, she has not yet responded to us Although we were unable to speak with Ms [redacted] regarding her billing issue, we reviewed her account Our records reflect that on December 17, 2016, credits were applied to her account to offset a portion of her November and December 2016, lease charges Furthermore, our records reflect that on May 31, 2017, credits were applied to her account to offset a portion of her lease charges from January to May 2017, and that she received another credit to offset a portion of her June lease charge All these credits are reflected on her June 5, 2017, invoice Regarding her request for a $credit, we will need to speak with Ms [redacted] , who will need to provide her account security information in order for us to provide a more detailed explanation of our findings, and to address any possible outstanding account concerns We appreciate Ms [redacted] ’ taking time to provide details of her experience 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 matters may have caused Ms [redacted] If we can be of any further assistance related to these matters, she 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 TimeSincerely,Minnie SExecutive Services Analyst

February 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that in September 2016, someone purchased two iPhone 6’s fraudulently and left her with a bill over $ She stated that she was advised by Sprint that she did not need to pay her bill while her account was being investigated by our Fraud group She stated that she contacted us multiple times and was assured that the possible fraudulent activity was being investigated and that she did not need to pay anythingShe also stated that her service was then interrupted and she would call us and the service would be restored, only for it to be suspended again She stated she recently contacted us and was advised that she was responsible for $and that we did not have in our records that she was advised that she did not have to pay her bill while her account was being investigated She is requesting credit of her account balance As stated in our Terms and Conditions of Services, all undisputed charges are due on or before your due date as stated on your bill Our records reflect that Ms [redacted] ported out two telephone numbers on February 2, 2017, leaving a tablet for phone number ending [redacted] on the account Lease cancellation fees and lease device purchase charges were assessed to her account in the amount of $The remaining amount of $is for unpaid monthly recurring chargesAlthough fraudulent activity was confirmed on her account, all necessary adjustments to the fraudulent activity was appliedAs a result, Ms [redacted] ’s account balance is valid We spoke to Ms [redacted] on February 15, 2017, and provided her with the above-referenced information Although no credit is due and all remaining charges are valid, in an effort to reach an amicable resolution, we offered to credit the device purchase price of the two devices, totaling $334.45, if she would return the undamaged devices to a corporate store locationIn addition, we offered to waive the Early Termination Fee of $for phone number ending ***, with the return of the device, and offered an additional account credit in the amount of $ MsChamberlin accepted our offer and the two devices were returned to a Sprint store as requested and a shipping label was sent via email for Ms [redacted] to return the tablet A concession credit in the amount of $was applied to the account as agreed upon, leaving a balance due of $ Ms [redacted] stated that she considers the issue resolved to her satisfaction We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

We appreciate your assistance in bringing our customer’s concern(s) to our attention Based on the information provided in the inquiry, Mr [redacted] expressed his concerns with Sprint appearing on his credit report after his account was paid in fullAccording to Mr [redacted] , he was informed that he would receive a letter advising that the account balance was paid in fullHowever, the account could not be deleted from his credit reportMr [redacted] is requesting for his account to be reviewed and for Sprint to be removed from his credit report Sprint has reviewed Mr [redacted] ’s complaint and we have contacted our in house collection department on behalf of Mr [redacted] At which time, we were advised that Mr [redacted] ’s settled his account with the Third Party Collection agencyAs a result, his account would not be removed from the credit bureausHowever, his credit report will reflect that his Sprint account was settled in fullWe apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this issue We have contacted Mr [redacted] at phone number [redacted] to discuss his concerns and advise him of our findingsShould Mr [redacted] require further assistance with this matter, we urge him to contact the undersigned at the below phone number We trust this letter responds to your inquiryIf we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at 1-855-848-We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ [redacted] Executive & Regulatory Services

July 10, 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 According to the information in her inquiry, Ms [redacted] stated that she was not advised of having to sign up for autopay in order to receive the additional $discount off of her $Unlimited Tablet Plan Due to her not being informed, she is seeking assistance in getting her $discount without being required to sign up for autopay In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information As stated in our promotional offers, promotions are for a limited time and expire In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Upon activation of her tablet, Ms [redacted] was provided with a clear disclosure of her [monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her [electronic service agreement which includes a description of the charge(s) in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her tablet and its’ service plan We spoke with Ms [redacted] on July 7, 2017, and advised her of the above information Although we maintain that no credit is due, in an effort to provide an amicable resolution, we agreed to apply a one-time courtesy bulk adjustment of $120, which emulates a $discount per month through the duration of her tablet’s 24-month Installment Billing Agreement Ms [redacted] confirmed her inquiry has been addressed and fully resolved We regret any inconvenience this matter may have caused If we can be of further assistance, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimePlease reference case [redacted] at the time of your call Sincerely, Linard A Executive Services Analyst

February 6, Revdex.com Ward Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX9053, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he has made multiple attempts to get his device unlocked for use on another carrier’s network and has been unsuccessful As a result, he is requesting the device to be unlocked“Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international); outside of this Sprint does not have the ability to lock a consumer’s device by assigning a password to the phone that would prevent MsSchell from accessing her device’s photos, text messages or other personal information as described in her complaint Additional information about unlocking may be found at www.sprint.comFurthermore, Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase optionsThe associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of daysOur records reflect that Mr [redacted] met the above-referenced requirements and the device associated with the number ending in was successfully unlocked on January 23, We spoke to MsDenise [redacted] , an authorized user on the account, on January 30, 2018, and she confirmed that the device was successfully unlocked In an effort to reach an amicable resolution, we offered and Ms [redacted] accepted a $account courtesy credit She stated that she considers the issue resolved to her satisfactionWe appreciate Mrand Ms [redacted] for taking the time to provide us with the details of their 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 their feedback and have forwarded it to the appropriate management for review and will utilize their input to improve our training and processes We regret any inconvenience that this matter may have caused Mrand Ms [redacted] If we may be of further assistance with this matter, Mrand Ms [redacted] can reach us by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 9:a.mto 5:p.m., Central TimeSincerely, Sharon R.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] TThey stated what I need to restore service I am paying $That's Bill plus cost of phone which I am not going to do I want to going to cost turn phone on Complaint: [redacted] I am rejecting this response because: Regards, Jean R [redacted]

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] expressed his dissatisfaction with the level of customer service that he received from our Retail and Customer Care representatives while trying to resolve a refund issue Mr [redacted] advised that on September 16, 2016, he visited our store to setup a new account with Sprint with two lines of service, and traded his iPhone device and used the $credit as down payment However, he went back to the store the on September 24, 2016, to cancel his service due to poor coverage, and was told he will receive a refund check for the down payment However, he stated that he has not received the refund and he is requesting assistance with this matter Our records reflect that Mr [redacted] started service with us on September 16, 2016, with two lines of service, and traded in two iPhone devices and received a phone recycle credit of $308, which was used as the down payment Mr [redacted] ported out his lines to another wireless provider on September 24, We determined that he has not been refunded the $phone recycle credit To resolve this matter, we processed a refund for $in the form of a check, which was mailed to the address on file Mr [redacted] can expect to receive the refund check within to days During our June 20, 2017, conversation with Mr***, we explained the information outlined above Mr [redacted] thanked us for resolving his issue We have made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation Once the coverage in Mr***’s area improves, we hope that he will again consider Sprint as his wireless service provider We appreciate Mr [redacted] for taking time to provide details of his experience with our Retail and Customer care representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the loss of Mr***’s business, but are pleased that we were able to resolve his refund concern to his satisfaction If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Sprint Account XXXXX***, Customer Name [redacted] A*** Sprint Case— [redacted] To Whom It May Concern: June 20, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case— [redacted] Sprint Account XXXXX***, Customer Name [redacted] A*** Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] A*** We appreciate your assistance in once again bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] canceled services prior to the end of his billing cycleMr [redacted] requested a refund for a portion of his monthly recurring charge Sprint advertises and provides services in monthly increments If services are terminated before the end of our customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service plan I regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of ServicesDuring our conversation with Mr***, we advised that the charges are valid However, as a one-time courtesy, we offered to apply a credit of $to his account Mr [redacted] accepted our offer and as a result, his account reflects a balance due of $We appreciate Mr [redacted] for taking the time to provide us with the details of his experience with our Customer Service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further reviewWe 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 TimeSincerely, Kala CExecutive Services Analyst

July 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] on behalf of our customer Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms [redacted] to contact your agency once again In her rebuttal, Ms [redacted] stated that she was advised on multiple occasions that she would receive a $refund, which included the $refund for a device, plus compensation Additionally, she expressed her dissatisfaction with having to go into the third-party retail store with the credit card that was used at the point of sale for the referenced deviceMs [redacted] requested that we process her refund without requiring that she go to the third-party retail storeAs previously stated our records reflect that Mr [redacted] started service with us on May 28, 2017, with two lines of service but canceled his services and returned his devices to the point of sale on May 30, We also confirmed that his $payment was refunded to his credit card on file on June 13, Because the referenced $sales transaction was for accessories purchased at a third-party store, we forwarded her information to the management of that store We confirmed that the management team invited Mr [redacted] to return to the store to process the requested refund of $ During our July 11, 2017, conversation with Ms [redacted] , we explained the information outlined aboveMs [redacted] also confirmed receiving the $refundIn addition, she advised that she will contact the store for the $refund for the accessories We made subsequent attempts to contact Ms [redacted] on July and 19, 2017, via telephone and e-mail We briefly spoke with her on July, 24, 2017, but she advised that then was not a good time to discuss this matterAlthough we have been unable to speak with her at length since our above-noted interaction, we trust that her referenced concerns have been fully addressedWe regret any inconvenience this matter may have caused Ms [redacted] , as well as the loss of her and Mr***’s business If we can be of further assistance with this matter, Ms [redacted] or Mr [redacted] can contact me directly 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, Jennifer F.Executive Services Analyst

August 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he advised that although he canceled his account on July 8, 2017, he would not receive a final invoice until August 5, As a result, he is requesting an immediate copy of his final invoice During our conversation with Mr [redacted] on August 3, 2017, we apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that our records reflect that his monthly billing cycle on his account is from the 2nd of the month to the 1st of the monthAdditionally, he ported his numbers to a new carrier on July 8, We advised him that our billing system bills in monthly day cycles and that we are unable to generate an invoice until the billing cycle closes We advised him that his invoice would generate on August 5, 2017, and that a copy would be mailed to the billing address on fileHe accepted and understood our position We appreciate MrKhawan’s taking the time to provide us with the details of his customer service experience We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback he 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 TimeSincerely, Tobias T.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 of the following reason: I was quoted a price from the store manager (at the time) for the promotional plan that was being offered at $per lineThe store manager assured us that she could get us that price by canceling our current account and re-opening another account with another name i.eMy husbands name with my SS#, my name with my husbands SS#Before she started the process my husband and I asked her if that was even legal and she stated "Oh yeah, they will never know"This is the store manager and along her side a trainee that was going to replace her position, so we didn't think anything of it because she's the one with the answer and how would she train someone else to wrong things just to get a sell, so we paid our fee for a phone that we lost to close out our account and after several attempts and a couple of calls too customer care (where she told me to deny of knowing the people the fraud department asked my about) she could not accomplish what she wantedMy husband had already left because he had prior commitments, so at the time it was just me and my kidsShe told me that she was going to get us into our new phones for the promotional price but not as new customersI asked what she meant and she stated that we had to re-open our existing account and she would adjust the prices and give us the phone deals that Sprint was offering at the time, but we had to come back the following day because it was getting late To make a long story short we got lied to by a Sprint representative and spoke with several other Sprint reps and no one could help or honor the priceWe tried to return the phones and cancel our lease, but were told that there was a restocking fee of $per line which was NEVER mentioned once during the processHow could a company forget to leave that piece out of the equationWe were told we had day to return and cancel if we were not happyWe had the replacement manager Anthony as a witness calling customer care and his district manager explaining our situation and he couldn't get anything resolvedI believe that the Sprint manager lied to us on several occasions simply to make a sell and could not fulfill her end of the bargain and now we're paying for itRecords show that we upgraded and bought new phone, but they are not seeing how it happened and why we bought the devicesWe are honest people and would not even think of making up such a story to get a better dealWe are simply asking that we get what was offered and nothing moreI believe that Sprint is a multi-million dollar company, but has lied to several people to get where they are now and do not care for their customers once you're locked in a leaseTheir $offer is ridiculous when we would have saved lots more in the long run Regards, Cristina R***

January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with a payment being debited from his financial institution in the amount of $on December 20, Mr [redacted] requested that Sprint review this matter Sprint has reviewed Mr***’s complaint According to our records, Mr [redacted] upgraded the devices associated with phone numbers ending in ***, [redacted] and [redacted] on December 22, 2014, via Sprint’s Lease 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/lease Upon the completion of the terms of the original Lease Agreements, Mr [redacted] upgraded the devices associated with the aforementioned phone numbers on November **, and elected to tuthe previously leased devices As a result, the original Lease Agreements were cancelled and his account was systematically assessed Lease cancellation and Lease Purchase Option fee charges, totaling $As a result, his account reflected a total balance due of $which includes his monthly service charges and applicable taxes as reflected on the November billing statement Regrettably, we did not send Mr [redacted] a return kit to facilitate the return of the devices in exchange for the waiver of the Lease Purchase Option fee charges until, December 9, Due to Mr***’s account being enrolled in our Automatic Payment program, we debited the above amount from his financial institution on his scheduled payment due date Our records further indicate on December 29, 2016, we confirmed that the equipment associated with phone numbers ending in ***, [redacted] and [redacted] was received in our Return warehouse and adjustments were applied to his account to offset the Lease Purchase Option fee charges Furthermore, on December 29, 2016, a refund was approved in the amount of $which will be deposited directly to Mr***’s financial institution Please allow 48-business hours for the funds to be applied Our Executive Service Analyst spoke with Mr***’s on December 30, 2016, to inform him of our findings and resolution During the call, Mr [redacted] acknowledged he understood the information that was provided to him and stated his issue was resolvedWe sincerely apologized to Mr [redacted] for any inconvenience this matter may have caused We regret any inconvenience these issues may have caused Mr*** If we can be of any further assistance with these matters, Mr [redacted] can 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, Stan SExecutive 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:Although there was much more involved than what [redacted] placed in her response, along with many times I received misinformation from the customer service representatives and very rude service and comments by their account manager for example; telling me I've obviously already spent the money to pay my sprint billThen her manager lied and said all of this was due to a system error and they were not aware of the error till the first of DecemberAlthough I feel as though these issues will never truly get resolved or handled, this may be the best or only solution at this poinI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution Is satisfactory but unfortunately I feel like it still was not resolved completely Regards, [redacted] ***

July 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] ***, Rebuttal Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led her to contact your office once more In her inquiry, Ms [redacted] stated she is rejecting our response because the information provided in our response was not accurate, and that she did not decline to discuss the matter In addition, she stated she was informed she would have to make an extra advance payment prior to her due date in order to redeem the $credit reflected on her account Based on the information provided in Ms***’s follinquiry, and in an effort to re-evaluate our position, we have thoroughly reviewed this matter As previously explained in our response dated June 16, 2017, our records reflect that Ms [redacted] activated services on November 26, 2016, and is currently subscribed to our $Unlimited Talk, Text service plan, which also provides a $credit every month when the account is enrolled for automatic payments Our records further reflect that Ms [redacted] contacted Boost Mobile Customer Care on April 27, 2017, to remove the $Call Watch Blocking Bundle, and was provided with a $credit at that time When a subscriber is enrolled for automatic payments our billing system will deduct the full amount of the monthly service charges if the balance on the account is insufficient at the time to cover the full cost of the charges Therefore, in order to redeem the $credit in question, Ms [redacted] would need to make a manual payment less the credit amount During our initial conversation with Ms [redacted] on July 14, 2017, we advised that her request was submitted to upper management for further review and she agreed to a call back from a member of management During our subsequent conversation with Ms [redacted] on July 17, 2017, we agreed to apply a $credit to her Boost Mobile account to offset one month of service as demonstration our of commitment to customer service excellence We are happy to inform that Ms [redacted] agreed and confirmed satisfaction with our resolution We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive Service Analyst