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

January 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] J [redacted] Sprint Account—xxxxx*** Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] J [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s complaint, he disputed the validity of the two-year Subscriber Agreement associated with his phone line ending in *** After a review of Mr [redacted] ’s account records, we found that a change of ownership was completed on October 8, At that time, Mr [redacted] accepted the liability for the two-year agreement associated with the iPhone device, as well as the line of service This agreement would have been satisfied on March 9, Our records reflect that Mr [redacted] canceled services as a result of porting his phone number to a different carrier on December 22, However, prior to the cancelation of services, our Customer Care team removed the previously-referenced agreement and Mr [redacted] was not charged any Early Termination Fees Although the remaining balance of $is valid for service rendered, as a one-time courtesy to bring closure to this matter, we applied credits totaling $to offset the balance As a result, Mr [redacted] ’s account is closed with a zero balance If you have any further questions regarding this matter, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry of Ms [redacted] ***, filed on behalf of the account holder, Ms [redacted] *** We appreciate the opportunity to address her concerns According to the information provided, Ms [redacted] indicates that a payment in the amount of $1,was deducted from her debit card without her knowledge Ms [redacted] requests that we refund the disputed payment and overdraft fees During our discussions with Ms [redacted] on June and 29, 2017, we confirmed with her that in accordance with the Terms and Conditions of the Ms [redacted] ***’s Wireless Agreement and the Lease and Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to for Sprint For additional information regarding this matter, please visit www.sprint.com/termsandconditions Furthermore, Sprint sent a letter to Ms [redacted] on March 2, 2017, advising her that the outstanding account debt payment would be processed within days from the date of the letter After further research into this matter, we determined that Ms [redacted] ***’s financial account information was stored in Ms [redacted] ***’s account wallet for future payments towards the account This led to the processing of the above-referenced payment In response to this matter, we have agreed to refund the full amount of the charge to Ms***’s financial account, in addition to applicable overdraft fees she incurred after the debiting of her account for the charge in question During our discussion with Ms***, we expressed our regret for any inconvenience and provided the resolution above We also informed her that the charges have now been placed back on Ms [redacted] ***’s account, and are collectible If Ms [redacted] needs further assistance with this matter, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [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 Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again In his original filing, Mr [redacted] advised that he was promised a free device and service from Sprint due to his special needs but that we have not honored those offers and have billed him $thus far Mr [redacted] requested that we allow him to return his Sprint device to us and terminate his services with us In his rebuttal, he expressed dissatisfaction with our requiring that he provide an authentication response such as the account PIN to verify his access to his Sprint account and reiterated his account billing dispute As is reflected in our May 23, 2017, response to Mr***’s original filing, we regret any misunderstanding that may have occurred with regard to the cost of Mr***’s Sprint products and services Our records reflect that he was promised and received a free device; however, we have no record of a promise for free service Further, our records reflect that Mr [redacted] accepted the charges for the service plan that he selected and remitted a payment during the sales transaction As a result, we remain unable to identify any billing error associated with his Sprint account We have offered to assist Mr [redacted] with his service cancellation request However, Sprint is committed to protecting our customers from unauthorized account changes In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN, or the correct response to a pre-authorized security question, is verified by the account holder or any individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account As such, we are unable to proceed with his request until he is able and willing to provide the required account authentication response During our May 26, 2017, and subsequent conversations with Mr***, we discussed the information outlined above When he advised that he did not have his account validation information, we arranged for him to receive separate access to means to reset his account PIN via a hyperlink sent to the e-mail address he provided for that purpose when activating service Mr [redacted] subsequently advised that he could not access the information As a result, we invited him to visit a Sprint corporate retail location and present photo identification to gain access Upon completion of that action, he is welcome to contact me directly, within the next days and, upon confirming the valid account PIN, we will assist with his request We again believe that we can fully address Mr***’s reported concerns, and we look forward to having the opportunity to do so Once he is able to provide the required account PIN or other security validation information, 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

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

October 18, Better Business Bureau 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 Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] reports that she returned her Samsung Notedevice due to manufacture recall, but was informed that she would have to pay the $Early Termination Fee (ETF) for the deviceMs [redacted] is requesting that the $ETF be removed from her account We spoke with Ms [redacted] on October 17, We reviewed her account and confirmed that the Samsung Note was returned to our warehouse on October 1, We also confirmed that the lease cancelation charge and the End of Lease Purchase amount was credited once the device was received in our warehouseFurther, $436.99, the amount paid at the time of purchase, has been refunded to the purchasing credit card Ms [redacted] confirmed that these actions have resolved her concerns We regret any inconvenience that Ms [redacted] may have experienced as a result of this issue If I may be of further assistance with this matter, Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

December 28, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that at the point of sale, he was advised that the monthly $access fee would be waived for phone number ending ***, for a month periodHe stated that his attempts to get the issue resolved have been unsuccessfulHe is requesting a bill adjustment and compensation because of the above-referenced issues 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 We spoke with Mr [redacted] on December 23, and although we maintain that the charges are valid, due to any possible misinformation that may have occurred, we offered to apply a one-time credit of $[redacted] which is equal to nine months of the $monthly access fee for phone number ending in ***Our records reflect that Mr [redacted] has been credited for three months of the access fee chargesHe accepted our offer and a credit was applied in the amount of $ We appreciate Mr [redacted] taking the time to provide us with details of his experience with our representativesWe 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 We regret any inconvenience these matters may have causedIf 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

August 22, 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 In Ms [redacted] ’s rebuttal, she stated that she has not received a response from Sprint other than email correspondence She also stated that she is continually being billed incorrectly As a result, she is requesting that we allow her to cancel her account with no penalty and that we pay for the devices she tradwhen she activated service 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 Our promotions are posted so that customers are able to make an informed decision on their plan choices With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes According to our records Ms [redacted] subscribes to one of our Family Shared Data plans, with five subscriptions, and currently has open lease agreements on her account In order to discuss plan options it will be necessary for Ms [redacted] to contact us and authenticate the account We again attempted to contact Ms [redacted] at the telephone number provided in her inquiry on August 17, and 21, 2017, however; we have not received a response to our contact attemptsWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account Ms [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usIf Ms [redacted] ’s concern remains unresolved, we welcome the opportunity to further assist in addressing this matter and ask that she contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, [redacted] TExecutive 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

[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 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

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

October 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] V [redacted] Sprint Account #xxxxx [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] V [redacted] submitted on October 14, We appreciate your assistance in bringing our customers' concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from our Telesales group, while attempting to resolve her device concerns Ms [redacted] stated that on October 10, 2016, she contacted our Telesales group to place an order for an iPhone device However, Ms [redacted] was required to remit a payment of $to her account, in order to upgrade her line of service As such, Ms [redacted] stated that she is unclear why she was required to pay off the Lease Agreement on only one of her devices However, in order to proceed with the device order, Ms [redacted] paid the $to upgrade her devicesTherefore, Ms [redacted] requested that Sprint review these matters, and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, on May 23, 2015, Ms [redacted] upgraded phone line ending in [redacted] and ***, and purchased two iPhone devices via Sprint’s Leasing program Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease Our records further shows, on October 15, 2016, Ms [redacted] contacted our Telesales group and upgraded her existing devices by ordering two iPhone devices for phone lines ending in [redacted] and ***However, during the ordering process, Ms [redacted] was advised to remit a payment of $toward the balance of the Lease Agreement associated with phone line ending in ***, which Mr [redacted] agreed to at that time Upon further investigation, due to a systematic error, Mr [redacted] ’s Lease Agreement associated with phone line ending in [redacted] did not require a payment towards the Lease Agreement, and was corrected during her call with our Telesales group Therefore, the payment of $was applied towards her account balance We spoke with Ms [redacted] on October 26, 2016, and relayed the aforementioned information to herSince we value Ms [redacted] ’s patronage, we applied a one-time courtesy credit of $to her accountMs [redacted] has expressed her satisfaction with Sprint’s effort to resolve her concernWe apologize for any inconvenience this matter may have caused Ms [redacted] We appreciate Ms [redacted] taking time to provide details of her experience with our ordering process 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 that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused Ms [redacted] If Ms [redacted] has any questions, she can contact the Executive and Regulatory Services Department toll free at ###-###-####, ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

September 26, 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 Ms***’s complaint, she canceled her service in March and she has not received a return kit to return her leased deviceMs [redacted] states she would like a return kit sent to her immediately and she is disputing the final balance on her account because she was unhappy with the service We have attempted to contact Ms [redacted] by phone and email on September 12, 19, and 22, We also mailed her a letter asking that she contact our office; however, to date, we have not received a response While we cannot discuss the specifics of Ms***’s account without account authentication, we have mailed a return kit to the address on her complaint to facilitate the return of her leased device Upon receipt of the leased device in good condition, we will apply credit to Ms***’s account to offset the leased device purchase amount Please note that Ms [redacted] will be responsible for any remaining balance due on her account at that time To address any outstanding account concerns, it will be necessary for us to speak with Ms*** 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, [redacted] Executive Services Analyst

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

June 15, 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 above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences during his multiple attempts to clarify contradictory information provided to him related to his contractual obligations with us He requested that we provide confirmation that he no longer has a contractual obligation to Sprint We regret any possible misunderstanding that may have occurred regarding the status of Mr [redacted] ’s referenced two-year Subscriber Agreement We confirmed that Mr [redacted] accepted that agreement, when we provided subsidized, reduced-priced equipment to him in exchange for his keeping his service active for two years However, our records further reflect that the satisfaction date of that Agreement was extended when he had his line of service placed on our Seasonal Standby Plan on multiple occasions That rate plan enables customers to have their services suspended for up to six months at a time and pay a monthly plan charge of $plus applicable taxes, surcharges, and fees The terms of that rate plan also stipulate that customers’ two-year Subscriber Agreements, if applicable, are also suspended while the line is configured with the Seasonal Standby Plan, with the Agreement resuming when the line is updated to a currently-offered standard rate plan Sprint sends three letters to the customer’s billing address on record while their service lines are subscribed to our Seasonal Standby Plan The first letter includes the Terms and Conditions of the plan and agreement The second letter is sent after days to remind our customer that the Seasonal Standby Plan is near expiration We also provide directions for calling our Customer Care department to update their rate plan The third letter is sent after days to remind our customer that the Seasonal Standby Plan has expired It directs our customer to contact our Customer Care department to immediately update their service plan and warns that a rate plan will be assigned to their line of service if they do not do so, typically our Basic plan or the lowest-cost plan available for the device and/or account type During our conversation with Mr [redacted] on June 8, 2017, we explained the information outlined above We also confirmed that, based on his acceptance of our Seasonal Standby Plan for his referenced line of service on multiple occasions, his two-year Subscriber Agreement satisfaction date was extended, and that his disputed charges are valid In addition, we informed Mr [redacted] that cancellation of his Sprint services prior to the updated satisfaction date of that Agreement would subject him to our assessing a prorated Early Termination Fee in addition to his current account balance due of $ Mr [redacted] indicated his understanding of that information but requested that we cancel his service immediatelyWe honored that request and advised him of the pending $ETF He agreed to remit payment for his outstanding balance plus the applicable ETF by the due date on his final invoice, which should be generated and available for his review on or near July 17, Mr [redacted] stated he is satisfied with our resolution We appreciate Mr [redacted] ’s taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these concerns may have caused Mr [redacted] , as well as the loss of his business If we can be of further assistance with these matters, Mr [redacted] can contact me by calling our department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive 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 never received a phone call nor a voice message from Sprint on the dates providedI still feel my issue is being ignored and no one is taking responsibility for sprints mess up sprints management team can reach me at and if I do not answer leave a voicemail and I will return your call Regards, [redacted] ***

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your assistance in bringing our customers’ concerns to our attentionWe spoke with Ms [redacted] on March 29, 2016, regarding her account concernWe are confident her issue has been addressed and resolved In the inquiry, Ms [redacted] indicated she is a new customer and signed up with five lines of service with a promotional offer and was told that her cost would be $per monthTwo of the devices she wanted were not in stock, but were ordered and she picked them up at a later timeOne of her other devices was defective, and she went back to the store for a replacementAs a result, she is requesting that these matters be reviewed We reviewed Ms [redacted] ’ account and partnered with the store manager in her area regarding the monthly cost of serviceOur store manager has taken ownership of the issue, and we confirmed the plan is set up correctlyWe confirmed that Ms [redacted] was overcharged for her plan on the January, February and March invoicesThe appropriate credits were applied to her account to offset the billing error We also confirmed that Ms [redacted] has working devices at this timeShe was not charged for restocking feesIn addition, the five activation fees she was assessed were previously creditedWe will follow up and review Ms [redacted] ’ April invoice to confirm the charges are correct We appreciate Ms [redacted] for taking time to provide details of her experience with customer service and the storeWe 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 We regret any inconvenience Ms [redacted] may have experienced as a result of this matterIf we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann H 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

[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] I did speak with Shola who handled the issue rather quicklyI am confirming that the initial complaint made has now been resolved and the case can be closed Regards, [redacted] ***