Sprint Corporation

[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 tried on multiple occasions to make MrRomualdo Faware of my situation which makes it difficult to speak with him on the phone during the hours he has provided because of my jobI replied to his emails on the dates of July 6th and July 7th letting him know my dilemma and then provided alternative ways to communicate with meHe has failed to acknowledge either of these emails and therefore I have yet to resolve this matter Regards, [redacted]

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention and regret any inconvenience that this matter has caused According to the information provided, Mr [redacted] is dissatisfied with the Account Spending Limit (ASL) programHe has requested that the monthly charge be removed from his account As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing service with usWe utilize the services of an outside vendor to conduct the credit verification process Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential As a result, we are unable to disclose that information Further, as stated in our Terms and Conditions of Services, we may at any time, based on your credit history, withdraw or change services or place limits or conditions on the use of our services Sprint will waive the $Spending Limit Program Charge for affected customers who enroll in our e-bill and recurring automatic payment programCustomers can set up recurring automatic payment via www.sprint.com by logging on to their My Sprint account, or contacting our Customer Care department to request that a recurring automatic payment enrollment form be sent to their address on record Sprint has received confirmation from Mr [redacted] that he has enrolled his account in our e-bill and recurring automatic payment program Based on this, the $charge will be waived as long as Mr [redacted] remains on e-billing and auto-pay options We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Mr [redacted] can reach me by contacting the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My account was credited to reflect a credit for the phone that I turned in Regards, [redacted] ***

September 12, 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 In the information provided, Mr [redacted] stated that he had a lease agreement that ended in May 2017, and was advised that the device purchase price was $ He stated that he was informed that once the lease agreement was fulfilled, if he chose not to pay the device purchase price, he would pay a $lease payment on a month to month basis He stated he was advised to go to a corporate store to pay off his lease and when he visited the store, he was advised that the device purchase price was $127, not the $he had previously been advised it would be He stated that because of this issue, his credit score has been affectedAs a result, he is requesting a resolution to these issues Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Our research shows that upon purchasing the device on a lease agreement on April 22, 2015, Mr [redacted] was provided with a clear disclosure of his equipment purchase and all other applicable fees and chargesThe lease agreement states that Mr [redacted] had the option to purchase the device at the end of the lease term for $120; however, that this price does not include any fees or taxes that may apply if he exercises his option to purchase the device The device purchase price was $plus $in tax and fees Mr [redacted] made a payment of $on May 11, 2017, for the device purchase price Our records reflect that Mr [redacted] ’ account was cancelled his account on May 12, 2017, and has a balance of $ Based on our review, we were unable to identify any billing errors and sustain that the account balance of $is valid Our records reflect that the balance consists of unpaid monthly recurring charges and late fees from April and May In addition, the account is in write-off status, and Mr [redacted] must contact the outside collection agency GC Services with any further questions regarding the settlement of his account They can be reached toll-free at ###-###-#### We spoke to Mr [redacted] on August 29, 2017, and provided him with the above-referenced information In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit of the tax and fee charge for the device purchase price of $ He stated that he considers that we reached a mutually satisfactory resolution We appreciate Mr [redacted] for taking the time to provide us with the details of his experience Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that this has caused Mr [redacted] If we can be of further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, 9:a.mto 5:p.m., Central Time Sincerely, Sharon RExecutive Services Analyst

January 6, 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] submitted on December 29, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s follfilling, she expressed her dissatisfaction with the previous response provided and the level of customer service she received while attempting to address her unresolved billing concerns According to Ms***, she did not establish a payment arrangement on November 28, 2016; therefore, the funds were not available on the referenced dateHowever, she did agree to a payment arrangement which was scheduled for processing on December 10, Therefore, Ms [redacted] requested that Sprint review these matters and respond accordingly Sprint has reviewed Ms***’s complaint As stated in our initial response, we realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance group can assist with payment arrangements, if available However, not all payment arrangement requests can be honored Our records indicate on November 21, 2016, Ms [redacted] contacted our Customer Care group and requested to establish a payment arrangement In response to her request, our Customer Care group scheduled a payment arrangement of $491.12, which was scheduled for processing on November 28, We have confirmed that Ms [redacted] did not meet the terms of her scheduled payment arrangementHowever, she remitted a partial payment of $on November 29, Additionally, Ms [redacted] contacted our Customer Care group on November 29, 2016, and requested to establish a new payment arrangementAs a one-time courtesy, we agreed to establish a payment arrangement of $256.12, which was scheduled for processing on December 6, We initially spoke with Ms [redacted] on December 6, 2016, and relayed the aforementioned information to her In an effort to resolve Ms***’s payment arrangement concerns, Sprint has agreed to apply a one-time adjustment of $to her account to offset a portion of the past due balance in exchange for a payment of $ Ms [redacted] accepted our offer and remitted the payment of $157, which satisfied her outstanding account balance Since our initial conversation with Ms [redacted] on December 6, 2016, we followwith her on December and of 2016, and reiterated the aforementioned information and resolution to her During our conversations with Ms***, she expressed her concern with her future eligibility for payment arrangements We advised Ms***, that not all payments arrangements can be honored; however, our Consumer Care group can assist with payment arrangements, if available Unfortunately, Ms [redacted] disagreed with our response and declined to further discuss this matter with SprintWhile we regret that Ms [redacted] may disagree with our payment arrangement policy, we are confident that her concerns were addressed and resolved to the best of our ability We appreciate Ms [redacted] providing the details of her experience with our Customer Care representatives We are continually striving to improve the level of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Ms***If Ms [redacted] has any further questions regarding these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing Mr***'s concerns to our attention In the information received, Mr [redacted] related that we are charging him more for services than he agreed to when he recently changed his rate plan, citing that his employer-based discount was removed and that an additional $per month charge was added to each of his three lines of service without his knowledge When he contacted Sprint to resolve this matter, our representatives offered to restore his original rate plan and to apply a $credit to his account to offset the additional monthly charge for one month; however, Mr [redacted] expressed his dissatisfaction with that resolution and requested that we provide the service plan pricing that he was quoted We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint billing Our review of his account revealed that his current charges are accurate based on his rate plan and device selections When Mr [redacted] accepted his two-year Sprint Subscriber Agreement on August 30, 2014, he consented to retain a qualified rate plan for two years from that date As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchase However, when Mr [redacted] changed his rate plan on March 19, 2016, he chose our Unlimited Family Share Plan, which is not compatible with Subscriber Agreements Sprint advertises that the Family Share Pack suite of rate plans, such as the plan chosen by Mr***, as non-contract rate plans As outlined the terms of those rate plan, Subscriber Agreement customers are eligible to select one of those rate plans at a higher rate for the duration of the original Subscriber Agreement The rate plan will revert to the non-contract price featured in our advertising after the satisfaction of the Subscriber Agreement In this instance, the disputed $Subsidized Device charges will cease after September 5, In addition, and as also included in the terms of our Family Share Pack plans, employer discounts are not allowed with those plans due to the significant discounts already built into them During our April 14, 2016, discussion with Mr***, we explained the details outlined above and assured him that the disputed charges are valid and cannot be removed However, we also confirmed that he spoke with representatives of a specialized escalations team on April 8, 2016, who also explained that information but provided an agreed-upon resolution consisting of our applying one-time credits totaling $to his account, as previously referenced In addition, that team arranged for Mr***’s service plan pricing to revert back to his original plan, effective May 1, Mr [redacted] advised that he remains dissatisfied with that resolution Based on Mr***’s response, we discussed the advantages of his current rate plan and assured him that we regret any frustration this concern may have caused him As a result of that conversation, Mr [redacted] agreed to retain the new service plan He understands that the disputed charges will remain valid In turn, we applied an additional $credit to his account to offset a portion of his service charges due to any possible miscommunication that may have been given to him related to the disputed charges Mr [redacted] indicated that his concerns have been fully addressed If we can be of any further assistance with this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is all that will occur Regards, [redacted] ***

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Case [redacted] , [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] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your office once againIn Ms [redacted] ’s rebuttal, she indicated her dissatisfaction with our response to her initial filing, advising that her original refund request was on December 23, 2016, and that late fees assessed to her account were the result of unpaid erroneous charges We regret any remaining misunderstanding that may exist regarding Ms [redacted] ’s refund and account balanceHowever, our records reflect that, prior to Ms [redacted] ’s remitting two payments of $on December and 23, 2016, her account balance was past-dueAs such, although Ms [redacted] ’s two above-noted payments of $left a credit balance of $121.24, the refund of one of those payments left a remaining balance that, again, was past-due During our e-mail correspondence with Ms [redacted] on February and 16, 2017, we explained the information outlined aboveWe also confirmed that the disputed $late fee was assessed validly due to the past-due status of her account balanceHowever, while we have been unable to identify any billing error associated with her account, we applied credits totaling $to her account on February 16, 2017, to offset the disputed late fee and the $equipment lease charges reflected on her September through November invoices, pursuant to a previous dispute We regret any inconvenience these issues may have caused but believe that we were able to address Ms [redacted] ’s additional reported concerns to the best of our abilityIf we can be of further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday and Wednesday through Friday, between 7:a.mand 6:p.m., Central Time Sincerely, Linda W Executive Services Analyst

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided by your agency, Ms [redacted] stated that due to a civil matter with the account holder, she requested to have the credit card that was used on file on the above account removed, as the card is her own personal credit cardMs [redacted] stated that after multiple attempts and because she was unable to authenticate the account, her request was deniedShe requested that we remove her credit card from the above-referenced account and no longer deduct payments from it As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, if you provide your credit and debit card information to us at any time, you authorize us to charge your cards until successful for all delinquent amounts you owe usSprint may obtain updated information from card networks, issuers or other third-party sources Because Ms [redacted] is not the account holder, we are unable to remove any credit card information from the referenced account without the account holder’s consent in accordance with our security guidelinesHowever, the financial owner of the credit card can contact their financial institution to dispute any transactions that they believe were not authorized Although we were unable to speak with Ms [redacted] directly, she responded via e-mail on July 3, 2017, stating that she canceled the referenced credit card Sprint is committed to protecting the privacy of our customersIn 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 accountSpecifically, 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 accountAs such, we must first speak with Mr [redacted] and have him provide the aforementioned security information before we can discuss the account or assist Ms [redacted] with the concerns raised in her inquiry If these issues remain unresolved, we invite Mr***, the account holder, to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I feel as though Sprint's representative Mr [redacted] went above and beyond to help resolve my issues I am very pleased with the outcome Thank you very much Regards, [redacted]

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that she added two lines of service to her account, and paid approximately $at the point of activation to take advantage of the Buy-One-Get-One (BOGO) promotion for the iPhone device She further stated that she was told by our Telesales representatives that her monthly service charges would be $including the four lines of service already on her account, plus the two new lines of service for a total of six lines Ms [redacted] indicated that the price she was quoted is not the amount she is being billed each monthShe further advised that her attempts to resolve this matter have led to unfavorable customer service experiences As a result, she is requesting that a credit be applied to her account to restore service, to return the devices for the two new lines of service, and to cancel those lines without cancelation fees She is also requesting a refund of the amount she paid at the point of sale of the two new devices We regret any possible misunderstanding that may have occurred regarding this matter Based on a review of our records, we determined that Ms [redacted] ported four of the lines of service on her account, and the two new lines of service ending in [redacted] and [redacted] that were added to her account are suspended To resolve this matter amicably, we set the above-referenced lines of service to cancel, and we sent two return kits to Ms [redacted] ’ address on file to facilitate the return of the devices Upon receipt of the devices in our warehouse, in good condition, we will credit the cancelation fee and device purchase options, and at that time, we will request that the $amount paid at the time of purchase of the devices, be refunded Ms [redacted] stated that she was also offered this resolution by one of our Customer Care representatives, and we agreed to uphold this resolution She accepted the information provided We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our Telesales 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 Ms [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused Should there be any additional questions or concerns with this matter, Ms [redacted] 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, Bridgette FExecutive Services Analyst

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx8694, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint account holder Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her and Mr***’s monthly Sprint charges increasing without explanation and with network connectivity issues inside their home She also described unfavorable customer experiences during her attempts to address those concerns We regret any possible misunderstanding that may have occurred with regard to Mr***’s Sprint charges During our February 21, 2018, conversation with Mrand Ms***, we confirmed their understanding and satisfaction with previously-addressed billing disputes; however, Ms [redacted] reiterated her belief that their monthly charges are higher than the amount agreed to during those interactions We reviewed Mr***’s monthly charges in thorough detail and confirmed that his billing is correct and valid based on their chosen rate plan, equipment, and other account selections We further advised that we regret any possible difficulty Mror Ms [redacted] may be experiencing with the use of our services indoorsHowever, technical issues can occur any time that the wireless signal between our network and a wireless device is interrupted or blocked by natural, man-made, or weather-related obstructions Such issues are inherent to wireless communication As a result, our marketing materials reflect that Sprint service is not available in all areas and that we cannot guarantee coverage at any location at all times Additional coverage information is available on our website at www.sprint.com We identified that Mr***’s service address is within our coverage footprint for voice and 4G LTE data coverage However, due to the inherent nature of wireless signal propagation, pockets of low/no signal may occur in his area due to topographical, construction, or other obstacles outside our control We confirmed that we have had no recent network events reported in his area and that our network is operating within parameters In an effort to improve the ***s’ indoor wireless communication experience, we recommended that they consider our Calling feature built into their devices That feature converts a signal for Sprint calling and texting useMs [redacted] acknowledged that information but advised that she had previously been promised a Sprint Airave device We explained that the Sprint Airave is the predecessor of Sprint Calling and performs the same function within a single residence, whereas Sprint Calling feature is mobile Mrand Ms [redacted] indicated their understanding of that information We regret any inconvenience these concerns may have caused the ***s If we can be of any further assistance with these issues, they can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext4351, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

December 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken to resolve a billing error Mr [redacted] stated he was offered to change his rate plan and, after upgrading one of his handsets, his November invoice was higher than expected Mr [redacted] further stated, after contacting Sprint again, that he was offered a different rate plan for $per month; however, Sprint declined to honor the new offer Mr [redacted] requested Sprint to honor the offer that would reflect $plus taxes for his monthly invoice, and that he not be charged prorated fees for changing the rate plan We appreciate Mr***’ 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 his concerns will be forwarded to the appropriate managerial staff for further review Our records reflect that on October 17, 2016, Mr [redacted] was offered, via Sprint’s e-chat, the option to change his rate plan, and was advised that the change will be effective at the start of his next bill cycle, November 4, Our records further reflect that his telephone number ending ***, inadvertently did not change to the new rate plan on November 4, During our December 5, 2016, conversation with Mr***, we confirmed that he was offered and accepted a new rate plan on November 14, 2016, and that we applied service credits totaling $to offset the prorated monthly recurring charges Mr [redacted] confirmed that his issues have been addressed and resolved to his satisfaction at this time We thanked Mr [redacted] for taking time to provide details of his experience with our Customer Care representatives We advised that we are continually striving to improve the quality of service provided to our customers, and we assured his that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr*** If he requires additional assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] KExecutive Services Analyst

July 20, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File [redacted] , [redacted] on behalf of *** [redacted] Sprint Account: xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on July 6, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Mr [redacted] asserts that a Sprint employee activated new lines of service and ordered two IPhone devices without their knowledgeAdditionally, Mr [redacted] expressed his dissatisfaction with the outstanding account balance being forwarded to an outside collections agency, after the cancellation of the account Mr [redacted] requested that Sprint review these matters and take the appropriate action Sprint has reviewed Mr [redacted] ’ complaintWe spoke with Mr [redacted] on July 6, 2017, to further discuss his concerns During that call, we agreed to retrieve and review the call recording and we would follwith him accordingly Subsequently, on July 13, 2017, we have retrieved and reviewed the call recording for the November 25, interaction At that time, Ms [redacted] inquired about activating one new line of service and ordered a LG Stylo device During the call, our Telesales representative offered Ms [redacted] to activate two new lines of service with the order of two LG Stylo devices During the call, Ms [redacted] stated she would consider her options and agreed to follwith our Telesales department should she wish reconsider the proposed offer Based on our account review, we are unable to substantiate that she was offered two IPhone devices However, we confirmed employee misconduct by our Telesales representative and regret any inconvenience this matter may have caused Ms [redacted] On July 13, 2017, we confirmed the equipment was received at Sprint’s Returns warehouse on December 23, Due to an inadvertent error the unauthorized lines of service were not cancelled until January 17, and April 18, To resolve this matter, a total adjustment of $was applied to the account to negate the monthly recurring charges, late fees and related taxes assessed to phone numbers ending in [redacted] and ***, as reflected on the December 9, through April 9, 2017, billing statementsIn addition, once Ms [redacted] remit a payment towards the remaining balance owed on the account, we will notify the outside collections agency, Business Revenue System, Incto cease collection efforts and in-turn they will notify the credit bureaus to remove all negative reporting We spoke with Mr [redacted] on July 17, 2017, and relayed above information During the call Mr [redacted] agrees the remaining balance owed on the account is a valid charge; which, represents the remaining Installment Billing accelerated cancellation charges assessed to phone numbers ending in [redacted] and ***Additionally, Mr [redacted] stated they will remit a payment no later then July 29, in the amount of $Mr [redacted] acknowledged the information provided to him We regret any inconvenience this matter may have caused Mrand Ms [redacted] If we can be of further assistance with this matter, Mror Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Hakima W Hakima W Executive Services Analyst

August 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attentionIn the information provided, Ms [redacted] expressed her dissatisfaction that the promotion she was offered when she added a new tablet to her account is not awarding on her account Ms [redacted] requested that Sprint honor the terms of the promotional offer and provide the monthly service credit of $promised to her to reduce the Unlimited service plan for the tablet to $per month with enrollment in automatic paymentsAdditionally, she requested to have the $lease cancellation charges that were assessed to her account removedDuring our conversation with Ms [redacted] on August 2017, we explained that the referenced promotional was inadvertently not added to her account properly, leading to the monthly credits not systematically awarding to her account As resolution, we provided one-time service credit in the amount of $to offset the monthly service charges for the phone number ending in [redacted] on her account for a period of months However, she will continue to see the $monthly service charges for the Unlimited Tablet service plan minus the $automatic payment discount as long as she remains enrolled in automatic paymentsAs requested, we provided a credit for $to offset the lease cancellation charges for the leased device that she returned Ms [redacted] accepted our offer and confirmed that her issue is resolved We regret any inconvenience this matter may have caused 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 ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Jennifer F.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 did accept Sprint's offer and I am satisfied with the resolution, and because of that is the only reasoning I am accepting this responseHowever, I will provide additional detail to this caseI was never advised Sprint was unable to identify any error on the part of Sprint nor did the analyst from Sprint inform me they were declining my requestsThe conversation only consisted of the analyst offering me options to which one option I agreed toThe second conversation was only me confirming I did upgrade my device to the phone I previously ownedI do appreciate Sprint working with me and the analyst was pleasant the very short times that I did speak with her, however, I want to be clear on what actually happenedFurther more this response is very contradictory, earlier in the response it is stated there was confusion with "promotional opportunities" communication sent to me yet later in the response it is stated that the communication I received does confirm that I enrolled in the insurance, therefore there was actually no confusion and I did in fact enrollAlso it states the processing wasn't complete which should have been conveyed to me during my original phone calls to Sprint or at the very least before me having to learn it via this response.Again I do appreciate Sprints speedy and helpful resolution.Additionally I would like to close this case.Thank you.Regards 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 meCatherine [redacted] with Sprint has been both helpful and attentive in helping me resolve thisI only wish my previous interactions with Sprint's customer service depthad been as helpful to prevent this matter from being escalatedThere is one conditionIn past dealings, Sprint customer service has provided me with information or made promises that turned out not to be trueTherefore, even though I am satisfied with this proposed/promised resolution, I wish to keep the complaint open until I receive the next bill showing the creditI was told I can expect to see that bill in early March, likely March 9thTherefore I would like for Revdex.com to reach out to me again on March 10th to be certain that Sprint has indeed followed through with their promise prior to formally closing the complaintI hope you understand my hesitation to resolve a matter based on promises alone given my recent history with SprintHopefully, come March 10th the promised credit will show on my bill and we can formally close the matter Regards, [redacted] ***

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] B [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 concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction that her line of service ending [redacted] was not canceled upon her original request She also expressed her dissatisfaction with the collection notice she received that threatened her credit for charges on the disputed line three months after porting her remaining lines of service to a different provider As a result, she is requesting a refund of the $partial payment that her husband remitted in protest to protect her credit We spoke with Ms [redacted] and resolved her concerns to her satisfaction We confirmed that her original request to cancel her line of service ending [redacted] was received in January However, because she was not finished paying for the associated wireless device, the line was placed on our Seasonal Standby service plan and the monthly installment billing (IB) for the wireless device were continued and reflected on each of her subsequent invoices After nine months the plan was automatically changed to an individual service plan Then, we were contacted in May 2016, and the plan was changed to a service plan to share with the remaining lines on her account for a $monthly service chargeWe confirmed that the IB agreement for line [redacted] was fulfilled in September 2016, at the same time as her other three lines However, those three lines were ported to a different provider, which automatically canceled their Sprint service but, no request was received to cancel the service for line *** As a result, line [redacted] became the only active line of Ms [redacted] ’ account and was billed full monthly service charges for the shared plan until the noted collection notice was sent and the service was disconnected for non-payment When Mr [redacted] contacted us about the matter, he was advised that the charges are valid because no cancelation request was received after the IB agreement was fulfilled However, he accepted a credit of $and remitted payment of $to satisfy the remaining balance and the line was canceled that day Upon speaking with Ms [redacted] , she stated that she did not realize that the line was not canceled at the time her other lines were canceled because she was no longer receiving invoices and the service had not been used in over a year After further review of her account, we complied with her request to waive the charges that she incurred after her three lines were ported totaling $236.11, in appreciation of her loyal years of service As a result, a refund of the $overpayment was processed back to the credit card on file and her account is now in final status with a zero balanceMs [redacted] stated she is satisfied with this resolution We advised Ms [redacted] that we regret any inconvenience that she may have experienced and her feedback regarding her experience will be used to improve our service If I may be of further assistance with this matter, Ms [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

[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 meBut that being said the only thing that I do not agree which was left out of the response sent over by Sean ***, I did not misunderstand the contract, the representative over the phone made the mistake and told me I would receive 32gb phones, I asked him to check the recorded phone call which he did and then the matter was resolved because I was given information over the phone and my story was verified, Again with that being said I accept the resolution because it was what I was promised Thank you again for assisting me with this matter Regards, Michele ***

February 3, Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case# [redacted] , Mr [redacted] Sprint Account#XXXXX*** Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] submitted on January 19, We appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the charges assessed to his account, after he returned a device to Sprint’s Returns warehouseMr [redacted] stated that a $credit should be applied to his account since the device was returned to Sprint’s Returns warehouse Furthermore, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterTherefore, Mr [redacted] requested that Sprint review this matter and adjust his account accordinglySprint reviewed Mr [redacted] ’s complaint According to our records, Mr [redacted] established phone numbers ending in [redacted] via Sprint’s 24-Month Leasing program on December 15, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Based on our review, we determined that our Returns warehouse received his device and applied an adjustment of $to offset the Lease Device Purchase Amount on January 11, 2017, as reflected on the January billing statement We spoke with Ms [redacted] on February 2, 2017, and relayed the aforementioned information and resolution to himDuring that call, Mr [redacted] expressed his satisfaction with this resolutionWe appreciate your taking time to provide details of your experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] has any additional questions or concerns about our internal review, he may contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Eastern Time If we can be of further assistance, Mr [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ MrMonk MrMonkExecutive & Regulatory Services