Sprint Corporation

February 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated his four lines were on the 40GB shared plan for $ He further stated that he contacted our customer service department to put one of the lines on military hold and the other two on seasonal hold as he is currently working outside the countryHe further stated he requested that the fourth line be placed on the unlimited freedom plan for $ Instead of this happening, he stated that his line was placed on the referenced plan for one month and was then changed back to the 40GB service plan for $without his consentBecause he is set up on automatic payment, he stated he kept on paying $every month instead of $ Mr [redacted] stated he recently contacted customer service when he realized what was going on, and spoke with our representatives who he stated agreed that Sprint owed him a refund of $And last, he stated his service was disconnected Therefore, Mr [redacted] requested that we apply the credit towards his balance and allow him to cancel his service with no cancellation fees Our records reflect that Mr [redacted] started service with Sprint on July 30, 2016, with four lines of service Our record further reflects that a $credit was applied to Ms***’s account on January 19, 2018, that resulted in a remaining credit balance of $We also sent an email to Mr [redacted] on January 26, 2018, with this outlined information 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this matter, Mr [redacted] can contact our office by calling the Executive & Regulatory Services department I can be reached toll-free at 1-844-282-8211, ext*** I am available Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

September Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com file [redacted] , Eva M [redacted] Sprint Account XXXXX***, David [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsEva M [redacted] regarding the Sprint account of MrDavid [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with equipment charges assessed to Mr [redacted] ’s Sprint account for equipment that was presented to them as free due to equipment promotions, advising that she and the account holder were not advised of those charges when their mobile numbers were ported to another service providerMs [redacted] requested that we provide credit for those disputed equipment charges We regret any misunderstanding that may have occurred regarding the terms of our referenced promotion and Mr [redacted] ’s disputed charges However, as outlined in the details of that promotion, both devices associated with the Lease-One-Get-One (LOGO) promotion must remain on an active line of service for the duration of the agreed-upon financing term for the promotional credits to apply Our records reflect that Mr [redacted] ported his four mobile numbers from Sprint to another network on July 20, Because he took that action prior to the satisfaction of the 24-month agreements associated with his two noted devices, cancellation charges were assessed to his account, pursuant to the terms of those agreements and the promotional offerWhile we regret that those details may not have been fully explained at the point of sale, the information is included in the documentation presented at the time the device agreements were signed and accepted During our September 11, 2017, conversation with Ms [redacted] , we explained the information outlined above We also informed her that the disputed charges are valid based on the terms of Mr [redacted] ’s device financing agreements and the referenced promotion Although we sustain that the disputed equipment charges are accurate, we offered service credits totaling $to Mr [redacted] ’s Sprint account to offset an amount equivalent to the disputed device billing due to any misinformation that may have been provided to her at the point of sale Ms [redacted] accepted our offer, and we applied the credits as agreed Ms [redacted] indicated her satisfaction with our actions We regret any inconvenience this issue may have caused Mror Ms [redacted] If we can be of further assistance with this concern, they 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, Leland [redacted] *Executive Services Analyst

Thank you for helping resolve this matterI have already forwarded my number to a new cell phone and serviceJust waiting for the box to arrive to ship sprint's phone back to themSusan contacted me on September 19th via email stating the same in her letter to the Revdex.comI replied back that my service will be switched over by Saturday September I have done this tonight and told her to mail me the box for return of device and service is to be terminated as no longer using for the rest of the month and will be paying my remaining balance of this month Thanks again Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Clayton [redacted]

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] ***n Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of [redacted] ***n, regarding our prior response dated July 31, The original complaint was served on Sprint on July 10, We regret the circumstances that led Ms***n to contact your office again According to the information provided, Ms***n expressed her dissatisfaction with the monthly lease charges in association with her equipment purchases, after she established services with SprintSpecifically, stating that she was offered Sprint’s iPhone On Us with Lease and Trapromotional offer associated with the five lines of service on her accountMs***n continues to express her dissatisfaction with our proposed resolution and has once again requested that Sprint review this matter, honor the above-referenced promotional offer, and provide her with recurring promotional service credits to offset the monthly lease charges for eighteen month per the terms of her Lease Agreements Sprint has reviewed Ms***n’s complaintAs stated in our prior response, upon activation of service, Ms***n was provided with a clear disclosure of her monthly recurring charges, equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate a copy of Ms***n’s Welcome Letter which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***n’s plan or other monthly charges on Sprint’s part during the activation of her current plan We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offersPlease note that Sprint’s iPhone On Us with Lease Trapromotion offer was effective on February 17, through March 16, Qualifying customers who participated in Sprint’s iPhone On Us with Lease and Trapromotional offer must poa phone number from another wireless service provider and trade in an eligible working Smartphone from the approved list of eligible trade-in(s) in order to receive a monthly service credit of $for the term of an eighteen month Lease AgreementWe identified that the equipment promotions applicable for qualifying customers who participated in Sprint’s iPhone On Us with Lease and Trapromotional offer are contingent upon our verifying eligibility, and that the account credits to offset equipment charges to meet those offers can take up to two billing cycles to reflect on customers’ invoices initially and out of further need to verifying eligibility monthly qualified account credits will be applied monthly We spoke with Ms***n on July 20, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we advised her that our Sprint’s Retail Store’s Management team reviewed her account specifics and eligibility for our iPhone On Us with Lease and Trapromotion and applied a one-time adjustment of $on July 18, 2017, to offset the $for eighteen months of one Lease AgreementBased on our review, only one of Ms***n’s trade-in(s) meets the qualifying criteria of Sprint’s iPhone On Us with Lease and TrapromotionMs***n expressed her remaining dissatisfaction and claimed that she was advised that all five iPhone devices acquired through eighteen month Lease Agreements would receive a recurring service credit in the amount of $for the eighteen month term of each respective Lease Agreement While we regret that Ms***n may disagree with our findings, Sprint’s decision remains unchangedAlthough, Sprint sustains no further credit is due; in order to provide an amicable resolution and closure to this matter, Sprint has offered to apply a one time credit to Ms***n’s account in the amount of $to offset her future charges reflected on monthly recurring billing statements until the full amount of the credit is absolved; however, she will remain responsible for remitting payments for the monthly lease charges associated with her respective Lease Agreements for the agreed upon terms of the aforesaid Lease AgreementsMs***n expressed her dissatisfaction with our offer; we advised her that in order to showcase our commitment to world class customer service would offer her the ability to return the five iPhone devices associated with their respective Lease Agreements undamaged and in good working condition to Sprint’s Returns warehouse in exchange for an adjustment of all applicable equipment cancellation charges We advised that should Ms***n choose to cancel services with Sprint she will remain responsible for any and all applicable equipment and service charges for any billing cycle entered into until such time as she had requested cancellation by calling our representativesAdditionally, we advised Ms***n should she wish to keep her phone numbers registered to the aforementioned equipment, she must port-out her aforementioned phone lines to a new wireless service provider, which will effectively cancel her accountDuring our conversation with Ms***n on July 20, 2017, she stated that she was not completely satisfied with our proposed offers; however, requested additional time to for considerationWe advised Ms***n that should she choose to accept either our offer of a one time credit to her account in the amount of $or the ability to return the five iPhone devices associated with their respective Lease Agreements undamaged and in good working condition to Sprint in exchange for an adjustment of all applicable equipment cancellation charges, we encourage her to contact the undersigned directly at the phone number below within days from the date of this response Upon receipt of Ms***n’s previous filing where she expressed her dissatisfaction with our proposed offers, we spoke with her on July 25, 2017, to further discuss her account concern in detail and reiterated the aforementioned informationDuring our conversation, we advised that while we regret that she may disagree with our findings, Sprint’s decision remains unchangedWe advised Ms***n that based on our review of the account, Sprint sustains no further credit is dueFurthermore, we advised Ms***n that we have presented her with two very amicable aforementioned resolutions and that should she choose to accept either one, we will continue to honor our proposed offers until August 3, We urge Ms***n that should she choose to accept either offer to contact the undersigned directly on or before August 3, 2017, at the phone number noted belowAlthough, Ms***n may disagree with our findings, she confirmed her understanding with our proposed offers and has agreed to contact the undersigned directly should she with to reconsider of our offers Additionally, we spoke with Ms***n on August 3, 2017, we advised that we sincerely regret any inconvenience she might have experienced while attempting to address her promotionIn an effort to reevaluate our position, we have discussed Ms***n’s concern with our Executive & Regulatory Services teamAfter thoroughly reviewing Ms***n’s reported concerns and our records, we have confirmed that our position regarding this matter remains unchangedAlthough Ms***n may disagree with our findings, we are confident that her concerns have been fully addressed and the aforementioned offers toward resolution of her concern are both generous and amicableConsequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Ms***nIf we can be of further assistance, Ms***n can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H 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 reject the response given by [redacted] because they have not tried to resolve my issue I have double-check my emails and I have not received one email from them in regards to my numerous calls and I have not received no mail from them I have called many times and have been transferred and put on hold and then call have been disconnected I feel that [redacted] over bills many customers, however probely only a select few pays attention to their bills When I initially approached [redacted] **, they said my bill would be approximately $62/monthly $for the service and $to buy the device I purchased my device in Placentia, CA at an [redacted] dealer in which I found out later is privately owned They assured me that my bill would not be over $62/monthly as I specifically mentioned to them I am on Social Security and on a fixed income Approximately months ago I began getting bills of $72, $82, and most recent $ In addition, I went into severaly [redacted] locations and was told that I am leasing the device I was initially told that I was buying the device I was very upset to find out that I am paying $720, only to rent a device and not own it That is very deceitful and they do not mention that in the beginning In addition, I explained to [redacted] that on or around January 3, I received a text that I was 90% over my limit I called again and asked: How could I be 90% over my data when it is the beginning of my cycle I was told not to worry that later in the month if I am billed $to call them again and they will take care of it In order to resolve my issue, I would ask that [redacted] please reimburse me the over charges and to keep my bill at the stated amount: $30/monthly service and $to buy the device At the end of my years I want to own the phone and not pay more than $plus taxes monthly Also, if you check my phone account you will see that I do not watch videos or social media or play music I basically use my phone for phone calls, texting and checking emails Please help me to resolve this ongoing issue Regards, [redacted]

August 4, [redacted] , Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] Dear Ms [redacted] : This is in response to the letter received by our organization on July 30, 2015, regarding [redacted] We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Ms [redacted] ’s filing expressed her dissatisfaction with her coverage and service related issues associated with her Sprint accountMs [redacted] cited that she has been experiencing dropped calls, poor data connectivity and delayed text messages for the past few weeksMs [redacted] stated that we advised her that we are working on a tower in her area and her services should be working after the updatesHowever, she is still experiencing the same aforementioned issues with her serviceMs [redacted] requested that Sprint repair or replace her Sprint device and provide her with a credit adjustment for the service issues she has encountered Sprint has reviewed Ms [redacted] ’s account, and conducted a network test of her local calling areaSprint has confirmed that Ms [redacted] has good coverage and substantial data usage in her calling area After speaking with Ms [redacted] , we advised that she should take her Sprint device to a Sprint Service and Repair center to be properly diagnosedOnce we confirm the findings, we can take additional steps in addressing Ms [redacted] ’s service concernsMs [redacted] has agreed to this resolutionAdditionally, we have applied a $service credit to Ms [redacted] ’s Sprint account due to the service issues encountered Ms [redacted] stated that she is willing to work with Sprint regarding her service concernsWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf we may be of further assistance, you can contact me directly at ###-###-#### or by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, Ty-William [redacted] Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [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] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s subsequent inquiry, she believes a better resolution could have been achieved rather than providing a Sprint certified replacement deviceIn addition, she believes that the customer service aspect of her complaint had not been fully addressed We contacted Ms [redacted] in regards to her rebuttal inquiry and apologized for any inconvenience she may have experienced as a result of this matterFor clarification, Ms [redacted] ’s existing device was replaced with a new model, which she activated on April 13, Ms [redacted] was unaware that a new replacement device was shipped rather than a certified replacement and she indicated that made all the differenceMs [redacted] expressed satisfaction with her new device We also recommended that Ms [redacted] add Total Equipment Protection (TEP) to her new device for added coverage and protection including manufacturer defects, as well as lost, stolen, or physical damageWith TEP, there is no in-store fee for repair or replacement coverage under the terms of the manufacturer’s warrantyFor lost, stolen, or damaged devices, a $non-refundable equipment deductible appliesMs [redacted] accepted our offer and we applied a $goodwill credit to her account as reimbursement of the $monthly service charge for a period of six months, which she appreciated Further, we assured Ms [redacted] that we have addressed her customer service concerns internallyWith the information reflected on her account, we were able to identify the representative involved during her recent sales transactionPlease be assured that this experience is not indicative of the level of service we expect from our employeesThe feedback Ms [redacted] provided was forwarded to the appropriate managerial staff empowered to make changes in this area Ms [redacted] confirmed that her issue is fully resolvedShould Ms [redacted] need further assistance in this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

January 4, 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, Mr [redacted] stated that he made a down payment on a device in October and returned the device within the 30-day return period, however; he has not received the refund for the down paymentAs a result, Mr [redacted] is requesting that we provide him with a full refund of the down payment he made at the retail store and additional compensation During our discussion with Mr [redacted] on December 23, 2016, we advised him that we have processed a refund for $and he should receive the refund within to business daysHowever, we respectfully decline his request for additional compensation We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our Customer Care representatives We regret that the level of service he received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf 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 TExecutive Services Analyst

February 19, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX2617, [redacted] Sprint 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 customers’ concerns to our attention According to the information provided in her rebuttal, Ms [redacted] provided additional feedback regarding a plan change that took place in November Ms [redacted] stated that she contacted Sprint in November 2017, and changed the plan on the account to an unlimited planMs [redacted] further states that she was advised that the plan change would not affect her monthly discount and loyalty credits Ms [redacted] outlined her unfavorable customer service experience while attempting to address these matters and does not agree that re-validation of the employer discount should be necessary, as she states that it was previously verifiedMs [redacted] is requesting that Sprint reinstate the monthly discount and loyalty credits on the account or enable cancellation of the account with waiver of any cancellation fees 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 In order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation Once eligibility is validated, customers are not prompted to validate eligibility again for at least months To complete the validation request customers may visit www.sprint.com/verify Should Mr [redacted] not complete the validation process, he will not receive the discount In January we spoke with Ms [redacted] , an authorized end-user on the account Our records reflect that in November 2017, Ms [redacted] changed the plan on the account to an unlimited plan We explained that the unlimited plan is a discounted plan and does is not compatible with the monthly employer discount and/or loyalty credits that were associated to the account This information is provided in our Terms and Conditions of Service, which can be viewed on www.sperint.com As a result, we placed the current phone numbers associated to the account back to the previous service plan As a result of resuming their previous plan, the monthly loyalty credits will resume on the account Please note that Mr [redacted] ’s February bill statement reflects that the monthly employer discount and loyalty credits were reinstatedFurther, Mr [redacted] , the account holder, will need to visit our website at www.Sprint.com/verify and complete the validation form for his monthly employer discount to continue In accordance with Sprint’s Terms and Conditions, Sprint does not compensate for loss of personal time and or business Sprint is committed to providing excellent service on every contact with every customer We are continually seeking ways to improve the quality of service provided to our customers We appreciate Ms [redacted] taking the time to provide us feedback regarding her interactions with our representative The feedback that she has provided, will be forwarded to the appropriate management staff We have made multiple attempts to reach Ms [redacted] regarding her concerns We attempted to contact her on February 14, and 19, Unfortunately, we have been unable to speak with Ms [redacted] If Ms [redacted] would like to further discuss this matter, we urge her to contact the undersigned at her earliest convenience Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that any person 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 account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account Therefore, we will need to speak with Ms [redacted] directly We look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, extension *** I am available Monday through Friday, from 8:**mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Services Analyst

May 12, 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 complaint, Mr [redacted] expressed his frustration with his recent customer service experience while attempting to port out his phone number and have his device unlockedHe stated that due to issues he encountered with our online payment system, he was required to make a payment over the phone, for which he was charged a $processing feeAs a result, he requested that we release his phone number immediately and for other consumers not to have the same experience We attempted to contact Mr [redacted] via the phone number and email included in his inquiry on May 1, 2017, without success Mr [redacted] contacted us via email on May 3, 2017, questioning his bill balance and the aforementioned $payment processing feeWe attempted to reconnect with Mr [redacted] on May 3, and May 11, 2017, but we were unsuccessful As of this date, we have received no further 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 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 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, Mr [redacted] can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can address his concerns We regret any inconvenience that Mr [redacted] may have experienced as result of these matters If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday thru Friday from 8:a.mto 4:p.mCentral Time Sincerely, Leslie [redacted] Executive Services Analyst

October 2, Revdex.com of Greater Kansas CityWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , James [redacted] Sprint Account xxxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrJames [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with his monthly charges being higher than the amount quoted to him when he added to tablet lines of service to his existing account and with our requiring him to return his leased equipment to us when he terminated his services as a result of that unresolved billing dispute He also described his unfavorable customer experiences during his attempts to address those concernsWe regret the circumstances that led to Mr [redacted] ’s decision to terminate his Sprint services, as well as any misunderstanding that may have occurred regarding his Sprint charges or his equipment lease agreements Our records reflect that Mr [redacted] activated his two initial lines of service with devices for which he accepted 24-month lease agreements on January 28, At that time, he subscribed to our 12GB Data Shared Plan at a monthly rate $including the device lease charges before applicable taxes, surcharges, and other account charges, such as his $Account Spending Limit fee, Total Equipment Protection (TEP) device insurance coverage, and late payment charges Our records further reflect that Mr [redacted] added his two noted lines of tablet service to his account on January 16, Although those two tablet devices were presented to him as free, monthly charges were assessed to his account for services to those devices As such, and based on Mr [redacted] ’s chosen rate plan, equipment, and other account choices, we were unable to identify any billing error associated with his Sprint accountIn addition, as outlined in the terms of Mr [redacted] ’s signed device lease agreements, leased equipment remains the property of Sprint and must be returned to us upon the completion of customers’ lease agreements or when a customer’s Sprint services are terminated Customers also have the option of purchasing leased equipment by satisfying the Device Purchase Option charge at the end of their lease term Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail to discuss his reported concerns in detail on September 20, 25, and 26, 2017, were unsuccessful We also sent a letter to MrHardin at his billing address of record via U.SMail on September 26, 2017, acknowledging our receipt of his inquiry and inviting him to contact us directly for assistance To date, we have not yet received any response from him We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail and 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 these concerns will be forwarded to the appropriate managerial staff for further review We believe that we can fully address Mr [redacted] ’s reported concerns, and we look forward to having the opportunity to do so As such, if these matters remain unresolved, we invite Mr [redacted] to contact me directly by calling our department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

March 12, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX5248, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] , filed on behalf of account holder [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] is disputing the device damage fee assessed on the leased device that was turned inMr [redacted] states that the charge was to be adjusted, but has not, resulting in service interruption and a late feeMr [redacted] also disputes the activation fee that was assessed with the upgradeAdditionally, Mr [redacted] states that the account has not received an expected upgrade promotional service creditHe is requesting that the device damage fee, late fee and activation fee be adjusted and to receive the upgrade promotional creditWe spoke with Mr [redacted] on February 8, 2018, regarding his concerns and confirmed that the account was charged a device damage feeHowever, it was confirmed that the device was not damaged and the device damage fee was removed We also discussed a promotional credit for upgrading that he is not receivingMr [redacted] agreed to allow follto further review the late fee and activation fee along with the promotional offer After further review of Ms [redacted] bill, we confirmed that the late fee was not a result of the device damaged fee charge, as our records shows a payment was made after the bill due dateWe also confirmed that the account was assessed an activation fee for new equipment purchasedA further review with our retail store confirmed that Mr [redacted] did not qualify for a promotional offer to receive a discount off an iPhone X as the traded in device was leased and was not owned by the customer, as required for the promotion We followed up with Mr [redacted] on March 8, 2018, an explained the above referenced informationWe offered the return of the equipment for full early lease cancelation waiver due to any possible misinformation provided at the point of saleMr [redacted] understood and will have the main account holder consider their optionsHe had no other concerns We regret any inconvenience this matter may have causedIf we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Michael G.Executive Services Analyst

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] *** Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] ***, submitted on behalf of the account holder, Ms [redacted] We regret any inconvenience that they may have experienced as a result of this matter According to the information provided in the inquiry, Ms [redacted] expresses her dissatisfaction with the performance of her phone which she indicates had been freezing She states that she spoke with our Customer Care representatives in regard to this matter, she received phone diagnostics at Sprint Service & Repair Centers, and her phone was replaced through [redacted] As resolution, Ms [redacted] seeks a replacement device comparable to a Samsung Note and refund of the $deductible paid to [redacted] As a result of our multiple attempts to discuss the above-referenced matter with Ms***, she sent us an email advising that she would contact us As of this date, Ms [redacted] has not contacted us to discuss her concern However, our review of the account records indicates that her phone was replaced through [redacted] , our replacement phone provider Our review also indicates that in an effort to reach amicable resolution with Ms***, that our Customer Care representative applied an account credit 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 will utilize this input to improve our training and processes If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] SExecutive Services Analyst

May 26, 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 the information provided, Ms [redacted] is disputing the account balance of $ She states that when her daughter upgraded her device in February 2017, she made a payment of $302, as she was advised that it would cover the cost for a shipping fee, service charges, and $in accelerated charges for her previous device Ms [redacted] states that she contacted our Customer Care department to question the balance and she was advised that the $balance included the accelerated charge for phone ending in *** She states she was further told that the payment of $had applied to her bill balance of $and not to the costs incurred during the upgrade process As a result, Ms [redacted] states that she believes the balance of $to be an error and is requesting account credits to correct the balance We regret the circumstances that led to Ms [redacted] ’ filingOur records reflect that on February 20, 2017, when phone ending in [redacted] was upgraded, the account had a past due balance of $and a balance of $with a due date of March 5, When the payment of $was processed, due to the device purchase reflecting as being in pending status, it posted immediately and it applied to the amount due at the time of upgrade of $and the billed balance Since the outlined transaction, three bills have posted to the account for March, April, and May In short, our records clearly reflect the posting of the noted $payment; however, because there were past due charges reflected on the account at the time of the payment, and charges that have been assessed since that time, the balances as outlined on Ms [redacted] ’ invoices are valid We spoke to Ms [redacted] on May 16, 2017, and explained our aforementioned findings Ms [redacted] stated that she still believed that the she has been overcharged In an effort to further address her billing dispute and any account questions, we offered to partner with her to review her billed balances and received payments in detail to ensure no errors had occurred Ms [redacted] stated that she did not have her bill available at that time to review personally during our call and requested a follow up call We attempted to contact Ms [redacted] on May and May 23, 2107, but unfortunately, we were unable to reconnect with her In addition, we sent an e-mail outlining our findings in detail on May 24, 2017; however, to date, we have received no response to our contact attempts Based on the information outlined above, we were unable confirm a Sprint billing error and believe this matter has been fully addressed However, should Ms [redacted] have any questions or if she would like to review past payments and charges with us, I may be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

Tell us why here...August 31, Kansas City Revdex.com Ward Pkwy, 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 Ms [redacted] submitted on August 22, We appreciate your assistance in bringing our customer’s concern to our attention Ms.***’s follfiling expressed her dissatisfaction with the inability to receive a replacement device [redacted] stated she upgraded her devices associated with phone lines ending in [redacted] and ***; however, the device associated with phone line ending in [redacted] was damagedMs [redacted] requested that Sprint replace her device associated with [redacted] at no cost According to our records, on June 1, 2017, Ms [redacted] ungraded her device associated with phone lines ending in [redacted] and [redacted] via Sprint’s Leasing programIn addition, phone lines ending in [redacted] and [redacted] are enrolled in our Total Equipment Protection (TEP) plan, which 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 warrantyTherefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Upon completion of our account review, we are unable to substantiate that Ms [redacted] received a damaged device associated with phone line ending in ***On June 6, 2017, Ms [redacted] contacted our Customer Care team in regard to opening a claim with AsurionOn July 24, 2017, Ms [redacted] filed the claimed with Asurion for phone line ending in *** On August 8, 2017, we offered Ms [redacted] a one-time credit of $to offset a portion of the deductible associated with her claimUnfortunately, Ms [redacted] declined the offer In an effort to ensure that we reach an amicable and satisfactory resolution, we attempted to contact Ms [redacted] via phone and e-mail on August and 25, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms [redacted] on August and 30, 2017, without success Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience We apologize for any inconvenience this matter may have caused Ms***If Ms [redacted] has any questions or to accept our offer within the next days, she can contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive and Regulatory Analyst

May 24, 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 May 17, We appreciate your assistance in bringing our customers’ concerns to our attention According Mr***’s follfiling, he expressed his dissatisfaction with the previous response providedMr [redacted] further expressed his dissatisfaction with the delay in receiving his final billing statement from Sprint as well as having his account forwarded to an outside collections agency, upon the cancellation of his accountMr [redacted] requested that Sprint review this matter, provide him with a copy of his final billing statement and remove his account from the outside collections agency Sprint has reviewed Mr***’s complaintAs stated in our initial response, according to our records, on January 14, 2017, Mr [redacted] ported-out phone lines ending in [redacted] and [redacted] to another wireless service provider; thereby, leaving one line of service active on the accountSince Mr [redacted] participated in Sprint’s Leasing program, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on the February billing statement Additionally, on January 20, 2017, his account was suspended due to nonpayment of an outstanding account balance Furthermore, our records indicate that due to nonpayment of the outstanding account balance, his account was forwarded to an outside collections agency, ICS 3rd Party for additional collection effortsAdditionally, Sprint cancelled his account on April 21, 2017, leaving his account closed with a final balance due of $1, This balance represents the remaining Lease cancellation and Lease Device Purchase Amount charges, unpaid monthly recurring charges and late fees as reflected on his December, 11, through April 11, 2017, billing statementsBased on our account review, we are unable to identify any billing errors As such, Sprint considers the outstanding balance to be valid We initially spoke with Mr [redacted] on April 21, 2017, and relayed the above information to himIn an effort to ensure a satisfactory and mutually acceptable resolution, we offered a one-time adjustment of $to offset a portion of the outstanding account balanceThis adjustment will appear on the May 11, 2017, billing statementIn addition, we agreed to mail Mr [redacted] copies of the February 11, and March 11, 2017, billing statements to his address on file, per his requestMr [redacted] stated that upon receipt of his billing statements he will remit a payment to her account Also, we advised Mr [redacted] that we are unable to remove this inquiry from the outside collections agency However, once Mr***’s satisfies his outstanding account balance the outside collection agency, will report this inquiry to the credit bureaus as paid in full Mr [redacted] accepted our resolution and confirmed his understanding with the information relayed to him In addition, we received an e-mail from MsAshley [redacted] on May 18, 2017, expressing her concerns with the Mr***’s account being forwarded to an outside collections agencySubsequently, we contacted Mr [redacted] on May 18, 2017, to further discuss this matter; however, he advised us that he was unavailableTherefore, we continued with our contact efforts to Mr [redacted] on May and of 2017, without success Should Mr [redacted] require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [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/ [redacted] SExecutive Services Analyst

August 8, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] disputed his monthly Sprint billing, citing that he was quoted a monthly rate of $but received a bill for $ He requested that we honor the monthly rate quoted to him We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing Our records reflect that Mr [redacted] has one line of service on the $unlimited calling plan, since July 7, Mr***’s monthly charges also include Total Equipment Protection (TEP) option at $and his $lease agreement charge totaling $not including taxes and surcharges During our discussion with Mr [redacted] on August 5, 2016, we explained the above information We advised him that the quoted $was for the plan alone and did not include taxes and surcharges which were $for a bill total of $ Although, we are unable to confirm any error on the part of Sprint, we applied a credit for the disputed $to bring the account to a zero balance In addition, we removed the TEP option at his request and explained that this would reduce his bill charges to $not including taxes and surcharges We regret any inconvenience this matter may have caused and appreciate that we were able to address Mr***’s billing concerns to his satisfaction If we can be of further assistance with this concern, 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 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I left messages for a call backThey only call during work hoursIt's difficult to speak with them during these hours because I'm t work Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMoreover, the businesses efforts to ensure this issue does not occur with any other incoming clientele they may have in the future has provided me with s sound mind and restored my confidence in Sprint's business practicesWe will be continuing our services/agreement with this company solely due to their outstanding manner of resolving this issue Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have iphones with Sprint and they all are having issuesThe phones are always freezing up and the service is always failing (dropped calls, unable to hear the other party, not receiving the calls, unable to make calls and other issues that I have already mentioned to tech support or a previous representative.I would like to speak with a representative regarding my charges, cancel 2/lines and receive compensation for being overcharged for as long as I have been Regards, Andrea D [redacted]