Sprint Corporation

October 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Kena [redacted] Account XXXXX Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsKena [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s filing, she expressed her dissatisfaction with our processing payment from her credit card, advising that she did not authorize us to do soShe also stated that the documentation provided by Sprint confirming her granting us that authorization was not signed by her She requested that we provide a refund of that payment We regret any misunderstanding that may have occurred related to Ms [redacted] ’s disputed payment Our records reflect that she canceled her two lines of Sprint service on August 11, 2017, prior to the satisfaction of the equipment lease agreement associated with one of those lines and the two-year service agreement associated with the otherTherefore, pursuant to the terms of those agreements, we assessed a lease cancellation charge of $489.88, a Device Purchase Option charge of $187.50, and a $Early Termination Fee, plus applicable taxes, to her account as reflected on her August invoice Our records further reflect that, upon the return of Ms [redacted] ’s leased device to our possession, we applied credits totaling $to her account to offset the Device Purchase Option charge plus applicable taxes on August 24, 2017, reducing her outstanding balance to $ However, because we did not receive timely payment of that past-due balance due, we processed a payment of that amount using a payment source previously provided by Ms [redacted] , pursuant to our Terms and Conditions of Services, which can be reviewed on our website at www.sprint.com During our conversation with Ms [redacted] on October 27, 2017, we discussed the above-noted information Ms [redacted] confirmed that, although she does not recognize the signature on her lease agreement, she did agree to lease the corresponding device and activated it on her Sprint account on April 18, 2017, which she used until the line was canceled on August 11, Therefore, we explained that she accepted our Terms and Conditions of Services and the terms of her device lease agreement, which both state that, by providing us any payment method at any time, she authorized Sprint to charge that payment method for all amounts owed We also confirmed with Ms [redacted] that Sprint sent a letter to her at her billing address on file on September 17, 2017, advising that a payment of her outstanding debt would be processed to her referenced payment source within days from the date of that letter As such, we are unable to identify any error on the part of Sprint related to her dispute Ms [redacted] indicated her understanding of that information but brought up another billing dispute unrelated to this filing Based on the additional information she provided, and as a result of any miscommunication she may have received related to the disputed payment and her account balance, we applied credits totaling $to her account to offset a portion of her account balance due, resulting in a credit balance of $ We then assured Ms [redacted] that we would submit a request to our Finance department to have a refund of that amount processed On October 31, 2017, we confirmed that Ms [redacted] ’s disputed payment of $was reversed by her financial institution As a result, that amount was re-assessed to her Sprint account, resulting in her account being in closed status with a past-due balance of $ Therefore, no refund is due We regret any inconvenience these matters may have caused Ms [redacted] If we can be of further assistance with these issues, she can contact me by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX June 28, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his discontent with the level of customer service experienced while visiting a Sprint location He also expressed his discontent with our company practices We attempted to contact Mr [redacted] by telephone and e-mail on June and 27, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful However, we appreciate Mr***’s taking the time provide us with the details of his customer service experience Sprint is always seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and will utilize it to improve our training processes If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

June 14, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # 12150919, *** [redacted] Sprint Account # XXXXXXSprint Case # 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 customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with the inability to receive promotional service credits toward the cost of his monthly lease charges, as part of Sprint’s 50% off iPhone 32GB promotional offer Mr [redacted] requested that Sprint review this matter, honor the above promotion or allow him the ability to cancel his services without further cost to him Sprint has reviewed Mr [redacted] ’s complaint According to our records, Mr [redacted] upgraded the devices associated with phone lines ending in and on December 5, 2016, via Sprint.com on-line services At that time, he activated two iPhone 32GB devices via Sprint’s 18-Month Leasing program during Sprint’s 50% off iPhone 32GB promotional offerUpon completion of the upgrade, he received a promotional service credit per line as reflected on the December billing statement We regret any miscommunication that Mr [redacted] may have received in reference to Sprint’s promotional offersSpecifically, Sprint’s 50% iPhone promotional offer Please note that 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 our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Accordingly, we have thoroughly reviewed his account concerns, and in an effort to satisfactorily resolve this matter on June 8, 2017, Sprint applied a courtesy credit to Mr [redacted] ’s account to offset a portion of the promotional offer In an effort to ensure a satisfactory and mutually acceptable resolution, we need to speak with Mr [redacted] directly, we have made multiple attempts to reach him regarding his concerns We attempted to contact him via phone and e-mail on May 18, and of 2017, and mailed a letter to the address on file on May 23, 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we have not received a return call from Mr [redacted] Therefore, we continued with our contact efforts to Mr [redacted] on June and of 2017, without success 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 account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If Mr [redacted] would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at (855) 848-3280, extension I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ [redacted] L [redacted] LExecutive & Regulatory Service

[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 should add that they have yet to send a paper billA week ahead of the due date, a went to their website to print out my billPerhaps because of my hand printed envelope, I have not received a confirmation of the receipt of this bill(I just went to their site and did see its receipt.) 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, [redacted]

May 11, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Sprint Account #xxxxx Sprint Case # [redacted] Case # [redacted] Dear Ms [redacted] , Sprint is in receipt of the above-referenced rebuttal complaint for [redacted] This complaint was served to Sprint on January 9, Mr [redacted] ’s filing expressed his dissatisfaction with his attempts to receive a $promotional poVisa card, per line of service for his Framily plan referralHe is requesting that Sprint process a $promotional poVisa card for his lines of service or cancel his account, without penalty Based on the aforementioned Framily Referral promotion, our customers were required to register online at Sprint.com/Framilyreferral to participate and receive a $Visa prepaid card, per line of serviceSince the aforementioned requirement was not met, Sprint or Visa cannot process his request The Easy Pay program requires a monthly equipment purchase chargeIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerSprint’s Easy Pay program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceAs such, please note that phone numbers ###-###-#### and ###-###-#### were enrolled in the Easy Pay program on February 15, Therefore, upon canceling the aforementioned devices, his account will be charged the unpaid accelerated balanceAdditionally, phone numbers ###-###-#### and ###-###-#### will incur a $and $Early Termination Fee charge, based on their December 9, and February 15, activation, respectively Please note that we have contacted Mr [redacted] and further discussed this matterDuring our conversation, we have agreed to adjust his account a total of $to offset the $promotional offer for each of his four lines of serviceAs such, his satisfaction was expressedWe apologize for any inconvenience that Mr [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 at the Executive & Regulatory Services Department toll-free at ###-###-#### Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, /s/ [redacted] Executive and Regulatory Services Analyst

August 1, 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 purchased an LGVdevice and at the time of purchase, there was a promotion to obtain a free LG TV She stated that she was informed that she would receive the LG TV at her home address When Ms [redacted] did not receive the television, she followed up with the retail representative who assisted her at the time of purchase, and at that time, it was determined that she needed to register for the promotion Ms [redacted] stated that our retail representative proceeded with assisting her with registering; however, the registration was not able to be completed due to their attempt to register after the promotion expiration dateMs [redacted] ’s attempts to resolve this matter have resulted in unfavorable customer service experiences, and as a result, she is requesting assistance with requiring Sprint to provide her with the applicable LG TV We regret any possible misunderstanding that may have occurred regarding this matter Based on a review of our records, we determined that Ms [redacted] purchased her LG Vdevice on June 18, 2017, which was within the June to June 18, 2017, promotion period; however, registration for the promotion had to be completed by July 2, Due to Ms [redacted] purchasing her device within the specified timeframe, and due to any possible misunderstanding that may have occurred regarding registering for the promotion, we contacted the manufacturer, LG to request that an LG Black LED HGTV inch TV be shipped to Ms [redacted] effective July 27, Ms [redacted] accepted the resolution and is satisfied We regret any inconvenience that this issue may have caused and we appreciate having had the opportunity to assist Should there be any additional 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

[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 now understand Sprint does not refund unused pre-paid service as stated in the terms and conditionsI am frustrated with Sprint's terrible customer service that required me to call multiple people and to receive multiple different answers to my questionI wasted hours of my time.In addition to this issue, I had trouble initially ending the contract on one of the phonesI started on chat with Sprint and was told to callI called and was told to go to a storeI went to a store and was told I had to callAgain, I wasted hours of time because no one at Sprint seemed to understand how to remedy the situation.I was a customer for over years and provided between $15,and $20,of revenue for SprintI am disappointed in their lack of concern and that they were only willing to compensate me $for this massive amount of trouble and lack of knowledge by their employeesThey should be embarrassed by this terrible level of customer service Regards, [redacted] ***

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] submitted on April 5, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his account being assessed the remaining Lease cancellation charges, upon porting-out his lines of service to another wireless service provider Mr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaint Our records indicate that Mr [redacted] established services with Sprint on December 18, At that time, he portphone lines ending in [redacted] and ***, and activated two devices via Sprint’s Leasing program In addition, Mr [redacted] activated phone line ending in [redacted] on December 18, 2014, and purchased a Tablet device via Sprint’s Monthly Installment Billing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 Additionally, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that Mr [redacted] ported-out phone numbers ending in [redacted] and [redacted] to another wireless service provider on December 10, 2016, prior to satisfying the terms of his respective Lease Agreements As a result, Mr [redacted] ’s account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges as indicated on the December billing statement Please note that the Tablet device associated with phone line ending in [redacted] was cancelled on April 9, 2017, leaving Mr [redacted] ’s account cancelled with an outstanding balance as indicated on the December billing statement In an effort to ensure a satisfactory and mutually acceptable resolution, we would like to offer Mr [redacted] with the option of returning the devices associated with phone lines ending in [redacted] and [redacted] in exchange for the waiver of the Lease Device Purchase Amount charges, if availableWe attempted to contact Mr [redacted] via phone and e-mail on April 6, and of 2017, and mailed a letter to his address on file on April 20, 2017, advising him of our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a return call from Mr [redacted] Therefore, we continued with our efforts to Mr [redacted] on April 24, 2017, without success Should Mr [redacted] wish to further discuss our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, 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 account In accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx[redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 31, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s follfiling, she stated that she had an unfavorable customer service experience while attempting to address her account concerns According to Ms [redacted] , she cancelled her Sprint account due to being billed incorrectly for services In addition, Ms [redacted] stated upon reporting the device associated with phone number ending in [redacted] lost/ stolen, she was advised that the above-referenced phone number does not subscribe to TEP As a result, she was unable to file an insurance claim with our program administrator, Asurion as part of Sprint’s Total Equipment Protection (TEP) program Therefore, Ms [redacted] stated that she cancelled her Sprint account Ms [redacted] further stated that she was not aware of the additional four lines of service that were added to her account Therefore, Ms [redacted] requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms [redacted] ’s complaintAs stated in our initial response, we spoke with Ms [redacted] on May 22, 2017, to address her equipment and account concerns During our conversation, Ms [redacted] stated that the device associated with phone line ending in [redacted] was lost/stolen and she was informed that the above phone line does not subscribe to TEP Therefore, she cancelled that line of service At that time, we advised Ms [redacted] that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Furthermore, we attempted to review the disputed lines of service associated with phone numbers ending in ***, ***, [redacted] and *** We explained that the above mentioned phone numbers have been activate on the account since October 2015, July 2016, August and March 2017, respectively We further explained that in addition to usage, our records reflect that we have signed Lease Agreements on file for each line of service, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of the aforementioned phone linesHowever, Ms [redacted] elected to disconnect the call Accordingly, we attempted to follwith Ms [redacted] on May and May of 2017, via phone to further review and discuss her account as well as negotiate an amicable resolution, without success Upon receipt of Ms [redacted] ’s follfiling, we spoke with her on June 5, 2017, to further discuss her concerns in detail and relayed the aforementioned information to herAt this time, we respectfully denied Ms [redacted] ’s request to apply a courtesy credit to her accountAccordingly, Ms [redacted] informed us that she ported-out her lines of service to another wireless service provider and tradher Sprint devices associated with phone lines ending in [redacted] and [redacted] upon the activation of service with her new wireless service providerMr [redacted] further advised us that she has participated in her new wireless service provider’s promotional offer, and will pay Sprint for the outstanding balance due of $1,plus the Early Termination Fees, Lease/Installment Billing accelerated cancellation charges as indicated on her April 7, through June 7, billing statementsMs [redacted] stated this matter has been addressed and she expressed her understanding with the information provided to her We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care groups We are continually striving to improve the quality of service provided to our customers Please be assured that we value MsShiavone’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

August 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com Complaint [redacted] Account XXXXX5291, Angela F [redacted] Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Angela F [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, MsF [redacted] is disputing her monthly charge for service, device charges and has not received a $referral card MsF [redacted] reports that she has attempted to address this issue on multiple occasions; however, her concern remains unresolved MsF [redacted] is requesting that these issues be reviewed We regret any inconvenience these concerns may have caused We reviewed the Unlimited Freedom Plan promotion that is currently $for up to lines with enrollment in the Autopay program We also reviewed the sales call that took place on June 17, 2017, and were unable to substantiate MsF [redacted] ’s claims MsF [redacted] ’s service plan is $per month; however, this does not include the $Total Equipment Protection (TEP) that she subscribes to on both lines During the sales call she was advised that her service plan was $per month This estimate did not include the device installments, taxes and surcharges During the sales call, MsF [redacted] also inquired about the referral and was advised that it was $for the referrer and the referee We also were able to determine that MsF [redacted] was informed that she was leasing both the iPhone Plus for her line and the iPhone for her son’s line She receives a $credit each month which offsets the installment for the iPhone Plus device We spoke with MsF [redacted] on July 21, 2017, and explained our findings Although she expressed that she understood, she is considering discontinuing service In an effort to promote customer satisfaction, we agreed that with the return of both Sprint devices, we would waive the Lease Cancellation charge for both lines MsF [redacted] confirmed that her issues have been addressed to her satisfaction and she will contact me with her final decision within one week as to whether she will continue service or not We followwith MsF [redacted] on August 8, 2017, however, she still had not made a decision This offer will remain valid through August 16, We appreciate MsF [redacted] taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that MsF [redacted] concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, MsF [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-855-848-3280, ext I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tracey FExecutive Services Analyst

Sprint has credited my accountBut I am still upset with how long it took and the ridiculous process it took.Sent from Yahoo Mail for iPhone

July 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she purchased a new device, she was advised that the device was unlocked However, she recently cancelled her services and attempted to use the device with her new wireless service provider and was advised that the device was locked She stated that she informed that the device would be unlocked the next day; however, it was five days before the device was unlocked As a result, she requested to receive a refund for the purchase price of the device Unlocking a device is a general term that refers to one or more types of device unlocking Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some function***ty of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase optionsThe associated account is in good standingThe device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of daysDuring our conversation with Ms [redacted] on July 14, 2017, we explained that our records reflect that when she cancelled her service, the device was inadvertently not unlocked due to system issuesWe regret any inconvenience that matter may have caused Ms [redacted] and as of June 29, 2017, the device was unlocked Therefore, we respectfully decline her request to provide a refund for the device We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding our customer service representatives We are continually seeking ways to improve the qu***ty of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewIf I may be of further assistance regarding this matter, Ms [redacted] can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

July 6, Revdex.com [redacted] Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 23, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with Sprint’s Total Equipment Protection (TEP) programMs [redacted] stated that she recently experienced issues with her iPhone Plus Black 128GB device and stated that she had an unfavorable customer service experience while attempting to address her equipment concernMs [redacted] requested that Sprint review this matter, and provide her with compensation for her poor experience in pursuing support for the aforesaid device Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] activated an iPhone Plus Black 128GB device associated with her phone number ending in [redacted] on May 25, via Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Please be advised that all new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty Ms [redacted] subscribes to our TEP option on her phone number ending in ***Therefore, if the problem with Ms [redacted] ’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 visitsMs [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep We spoke with Ms [redacted] on June 30, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we explained that our account records reflect that following Ms [redacted] ’s acquisition of the aforesaid iPhone Plus Black 128GB device associated with her phone number ending in ***, she elected to perform an equipment swap between phone numbers ending in [redacted] and [redacted] on May 29, 2017, thereby, activating the iPhone Plus Black 128GB device on phone number ending in ***Furthermore, Sprint advised that as she is within the one year limited manufacturer’s warranty, any device issue not related to Sprint’s Wireless Network should be pursued with the manufacturer directly and that assistance from Sprint would be under the aforementioned terms and conditions of Sprint’s TEP programMs [redacted] expressed that she remains dissatisfied with our findings; however, expressed that she had been in contact with Apple who is assisting her with regard to her possibly malfunctioning device Ms [redacted] stated that she was expecting Sprint would apply compensation due to being inconvenienced through the process of supporting her recently acquired deviceWe advised that we sincerely regret Ms [redacted] ’s experience fell short of her expectations; respectfully, Sprint must deny her request for compensation based on any customer’s personal time spent in pursuing account management or technical support to avoid showing bias toward any customerHowever, in order to provide an amicable resolution and closure for this matter, we offered Ms [redacted] a one time courtesy adjustment of $to offset the late payment fees as reflected on her June and May billing statements, which she accepted We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] D [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] on behalf of the account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that when she purchased her four devices, she was advised that two would be free based on a Buy One Get One offer which was available In effort to reduce her monthly bill, she states she has made several attempts to pay off the two devices she is being billed for; however, she has been advised that she is unable to so or she will be billed for the two that are supposed to be free As a result, Ms [redacted] is requesting to be released from her agreementsA review of our records reflects Ms [redacted] has four month signed Installment Billing Agreements (IBA’s), one associated to each of account’s phone numbers Accordingly, she is being billed a monthly corresponding installment charge per device As part of our Buy One Get One Free (BOGO) promotion, two monthly service credits are being applied to offset the monthly cost of two of devices; however, the monthly IBAs for all lines participating in the BOGO promotional offer must remain active for the full length of the 24-month agreement to allow the respective BOGO credit to systematically apply In the event that a line participating in a BOGO offer terminates an IBA or pays the IBA in full prior to fulfillment of the agreement, the BOGO promotion ceases to award After attempting to contact Ms [redacted] , Mr [redacted] contacted us on July 12, During our discussion we outlined our aforementioned findingsMr [redacted] expressed his dissatisfaction with the outlined information, citing that he was verbally misinformed at the original point of sale Although we were unable to identify a Sprint error, in effort to resolve this matter amicably and due to a possible misunderstanding that may have occurred related to the terms of our Buy One Get One Free (BOGO) promotional offer, we offered to cancel one of the four IBAs and issue an account credit to offset its accelerated payoff balance, contingent upon the corresponding line’s IBA being paid in full We are pleased to inform you that Mr [redacted] accepted our offer Accordingly, Sprint considers this matter fully resolved If we can be of further assistance, Mr [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 Time Sincerely, Leslie [redacted] Executive Services Analyst

Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by [redacted] , regarding Sprint’s actions to resolve her billing concerns We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with receiving a collection notice for her cancelled Sprint account Ms [redacted] states she requested to cancel the account and it was not cancelled She further stated that she did not received a copy of her invoice and contacted our customer service department for assistance Additionally, she stated that her attempts to resolve this matter have resulted in unfavorable customer service experiences As a result, Ms [redacted] requested that Sprint review this matter and take the appropriate action Sprint has investigated Ms [redacted] ’s concernsOur records indicate Ms [redacted] contacted our Customer Care group on October 3, 2017, with a request to cancel her account At that time, Ms [redacted] was informed that Sprint advertises and provides services in monthly increments If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan When Ms [redacted] contacted our Customer Care department on October 3, to cancel her service, her account was set to expire on the last day of your billing cycle, on October 25, However, our Customer Care group assisted Ms [redacted] on October 14, 2017, with the cancellation of her account As a result, Ms [redacted] ’s account was assessed Lease Device Purchase amounts of $for two devices Due to Ms [redacted] ’s account being terminated prior to the end of her billing cycle, she received a prorated adjustment totaling $on her October billing statement We spoke with Ms [redacted] on January 25, 2018, to relay the above information Ms [redacted] stated that she returned one of the devices to Sprint, and the other device was broken In addition, Ms [redacted] stated she prepaid her last month’s invoice and request a refund We explained upon confirmation of the returned device, we will issue an adjustment for $ However, the remaining balance stemming from one Lease Device Purchase amount is a valid charge Ms [redacted] requested an adjustment for the Lease Device Purchase amount for the device Unfortunately, we declined Ms [redacted] ’s request for the adjustment Furthermore, we informed Ms [redacted] , the last payment received was on October 6, 2017, for $ We regret any inconvenience Ms [redacted] may have experienced regarding this matter If Ms [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at 1-844-282-ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

[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: As I said before, I had talked to too many people from Sprint including [redacted] being her the last one I told her I had to record the conversation since nothing its been resolved even though every time at the end of the conversation I had been told: its gonna be ok from now onand then next day or two, the same problems among other new issuesThere is a tv commercial that used to say sprint's reliability is now within 1% of verizon?? Not true, even Tmobile is a lot better.I also had lady named [redacted] calling me from Arch Telecom, first call on April 26th 2:30pm I talked to her and she said: Why haven't you get your cards to pay your phones, I said: I don't know, You tell me? [redacted] : I have here with me! how many lines you have with Sprint? Me: lines [redacted] : 5? she sounded surprisedMe: yes 5, don't you have that on your records? [redacted] : no? since I was working at the time of her call, I asked her for a number so I could call her back when done work, she said she was gonna call me back at 4pm, instead, no number provided, I agreed! She did not call till 5:22pm and I understand we all humans and can forget or get behind, but this time I didn't get to talk to her to follow up, since my phone does not rings all the times some one calls nor let me know when somebody leaves a voice message, (yeah this another of the issues since the beginning) I've been telling you, I've been loosing business for my other on the side job, since I switch to Sprint for this issue.Then I got text message from the guy I got the cellphones from: [redacted] who is trying to help me I guess, he was the only one since the beginning that always tried to help me, even when his day count on the expiration of returning or changing my phones was offAlthough, for help,? I think is kind of late, since I have a debt with [redacted] alreadySad [redacted] pointed out that she found record of all the information about the contract I signed at the store the day I switch and that's how she backs up the company, she works for, but I don't record the conversation, who backs me up? with all the bad costumer service and lies from all the people from sprint and all the time consumed, is that on the contract too? or she is gonna say: no you are not in a contract with Sprint, you can leave when ever you want, You as a costumer, just have to paid for the bad service and mistreat from us and don't forget to call us to cancel, other ways You will get send to collectionTell me? who in the sprint stores gives you everything you sign to read? And who reads it if that is the case? Come on!! what about the other people I talked to aside the people on the store? I didn't get anything resolved and I am really disappointed: the reliability is really bad and the costumer service the worse, I regret the switch but also I won't get back with [redacted] , they are charging me also for service I didn't use the phones since I made the worse move switching to sprint although I didn't have a contract nor used service since I moved to SprintSeems like big companies are just about the money regardless the costumers respect and needsSince nothing got resolvedThis is what I will do: As soon as I get my debt with [redacted] straightened up I will look for another server hopping I won't get some other fees I didn't get to read on all the signing I didn't get to go through at the storeJust hopping no one will go troughthis like I didI appreciate Revdex.com for the opportunity Regards, [redacted]

November 10, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Teresea [redacted] on behalf of [redacted] [redacted] , LLC Sprint Account XXXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Teresea [redacted] on behalf of [redacted] , LLC We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] , an authorized point of contact on the account, stated that she canceled the Sprint account in October as a result of her dissatisfaction with Sprint’s equipment order process Ms [redacted] stated that in August 2017, she ordered a new device on the account; however, the device went into a pending status According to Ms [redacted] , she canceled the account as the pending device prevented her from activating any additional devices on the accountMs [redacted] is requesting that Sprint apply a courtesy credit to her account to offset the cost of the Early Termination Fees that were assessed to the account Please note that on November 8, 2017, we spoke with Ms [redacted] Ms [redacted] explained that after receiving the device, she had been unable to have the above-referenced pending status updated for more than six weeks As a result, she was unable to activate the device and canceled the account Though no credit is due, to mutually resolve this matter, Sprint applied a total courtesy credit of $1,to the account to offset the cost of the Early Termination Fees that were assessed to the account Ms [redacted] expressed her satisfaction with the resolution provided 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:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

July 1, ***r [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention Mr [redacted] stated that, shortly after upgrading his device in February 2015, he experienced service issues at his home locationMr [redacted] indicated that, despite contacting our Technical Support department for assistance, the issue persistedMr [redacted] is dissatisfied with ongoing service issues and has since cancelled his service and as a result he has requested that his Early Termination Fee (ETF) be waived We spoke with Mr [redacted] on June 30, 2015, to discuss this matter in detailAfter a review of Mr [redacted] ’s account, we determined that his upgraded device was discounted as a result of a two-year Service AgreementSince Mr [redacted] has advised us that he no longer has the device, we extended an offer to waive one-half of the ETFIn light of this offer, Mr [redacted] accepted the terms for our proposed resolution and expressed his satisfaction with the actions taken We regret any inconvenience that this matter may have causedIf Mr [redacted] needs additional assistance with this matter, we ask that he contact our Executive Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, [redacted] C [redacted] C Executive Services Analyst

June 23, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case 12199229, [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that for more than a month, her five lines of service have been unable to properly utilize Sprint’s service due to the lack of coverage in her home service area of Aurora, IL and surrounding areasTherefore, Ms [redacted] has requested that Sprint review these matters and compensate her accordingly We regret that the coverage in Ms [redacted] ’s service area may have fallen short of her wireless communication needs and expectationsWe constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customersWhile Ms [redacted] ’s home address located in in Aurora, IL is within Sprint’s “Best” voice coverage, our research into this matter determined that our network serving the area near her home address and alternate areas were experiencing network impairmentsAs such, our network team worked diligently to resolve these mattersOur estimated time of repair with regard to the resolution of her network concerns was estimated to be June 15, However, please note that the resolution of her network concerns may take longer than estimatedIn addition, we recommend that Ms [redacted] visit a local Sprint Authorized Service and Repair Center location to have her device(s) diagnosed by our Retail store technician to ensure that her devices are performing within Sprint’s standards As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps within our estimated coverage areas that, along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, the nature of wireless signal prevents any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameLastly, Sprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select We spoke with Ms [redacted] ’s on June 19th and 23rd of 2017, and relayed the aforementioned information to herAdditionally, we advised Ms [redacted] that that as per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve their concerns that are brought to our attentionHowever, in an effort to reach an amicable resolution to her account concerns we offered to apply a one-time courtesy adjustment totaling $to her account to offset a portion of her May and June invoicesMs [redacted] has declined the aforementioned offer, however, she is aware that the $credit offer is valid until July 7, Should she opt to accept the aforementioned offer, we encouraged her to contact the undersigned by July 7, Ms [redacted] has confirmed her understanding of the information that was relayed to her We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory 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 even though not completely accurate When I contacted Sprint before, I specifically requested to have incoming and outgoing calls only After the first contact, they continued charging me for incoming texts and contacted them a second timeThis third and last time, I now have it in writing even though they insisted that we resolve this issue by phone Regards, [redacted] ***