Sprint Corporation

February 8, [redacted] ***, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] Sprint Account: [redacted] Sprint Case: [redacted] Dear Ms ***: This is in response to the letter received by our organization submitted on January 14, 2016, regarding Ms [redacted] We would like to thank you for the opportunity to respond Ms [redacted] filing expressed her dissatisfaction with the monthly lease charges associated with her five iPhone devices she is currently leasingMs [redacted] cited that she visited her local Sprint store and was convinced into leasing five devices, as she would receive a $discount for each device for the duration of the leasesHowever, she is being assessed $per month for each iPhone device and $per month for the iPhone Plus deviceMs [redacted] stated that she went back to the original point of sale to address this matter; unfortunately, she was unsuccessfulFurthermore, she contacted our Customer Care group for additional assistance and was advised that due to updating her price plans, she would not be eligible to receive the $Loyalty credit for each iPhone deviceMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] complaintPlease note, to show our appreciation to our Sprint customers, we provided a $monthly credit towards the purchase of a eligible Smartphone device via our Leasing program if grandfathered/ configured on an eligible price planAccording to our records, prior to Ms [redacted] upgrading her devices via Sprint’s leasing program; her account was activated on one of our grandfathered rate plansUpon the completion of the device upgrades, Ms [redacted] updated to a new price plan in August As a result, she was no longer eligible to receive the Loyalty credit of $per month for the duration of her device leases for her four iPhone devices and iPhone Plus deviceBased on our findings, we confirmed Ms [redacted] is being billed correctly for service Although Ms [redacted] is being billed correctly for her leased devices, on January 22, 2016, we spoke with Ms [redacted] and engaged the original point of sale to resolve this matterOn February and 8, 2016, we placed follcalls and attempted to contact Ms [redacted] at phone line ending in [redacted] to offer her a one-time courtesy credit of $to offset the $Loyalty credit from August through July 2017; unfortunately, we were unable to reach her directlyAs such, this offer will remain valid for days from the date of February 8, In order to take advantage of this offer, we urge Ms [redacted] to contact the undersigned directly at the phone number enclosed in this response We regret any inconvenience these matters may have caused Ms [redacted] If we may be of further assistance with these matters, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, Tyrone H [redacted] Executive Services Analyst

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your forwarding our customers’ concerns to our attention In her inquiry, Ms [redacted] indicated that she recently had an unfavorable experience when trying to address a payment issue that occurred on her account after she changed the date of when her automatic payment would be withdrawn from her banking institution She stated that she would like to receive consistent information regarding the matter and have the option to terminate her service with no cancellation fees We reviewed Ms***’s account and confirmed she has been enrolled with automatic payment since March 11, Ms***’s automatic payment date was around the 20th of each month On July 8, 2017, her billing cycle was changed so that her payment due date was around the 4th of each month Ms [redacted] had an invoice post on June 28, 2017, with a payment due date of July As a result of her billing cycle date change, she had another invoice post on July 15, 2017, with a payment due date of August 4, When a bill cycle change is requested, a customer will receive two invoices within a 30-day period One will reflect a prorated service plan cost and the second will include a full month of the service plan cost We were unable to identify a billing error regarding this matter and regret if the process was not fully explained to Ms [redacted] in detail Ms [redacted] stated that she may terminate her service as a result of this matter In our effort to reach an amicable resolution, we applied a one-time $credit to her account as a goodwill gesture Should Ms [redacted] decide to terminate her service, she will be subject to the terms of the lease agreements on her account We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance with this concern, she 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, Ann HExecutive Services Analyst

August 11, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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 this concern to our attention In the information provided, Ms [redacted] stated that a Sprint account was established in her name and using her personal information without her knowledge or consent but that her attempts to close that account and remove her information from it have been unsuccessful She requested that we close the account and remove her personal information from our records We regret any difficulty Ms [redacted] may have experienced during her attempts to address her reported identify theft and Sprint account activation concerns Our records reflect that she previously brought this matter to the attention of our Fraud Management department and that the matter is being investigated During our conversation with Ms [redacted] on August 7, 2017, we explained the information outlined above She acknowledged that information but advised that she has not received a promised callback from our Fraud Management representatives We assured her that we would forward an update request to that department and ask that someone contact her promptly, advising that she should hear from someone within to hours We are pleased to confirm that representatives of our Fraud Management department called Ms [redacted] on August 7, 2017, and provided necessary information to terminate the disputed account We identified that a Fraud Packet was sent to her to complete and return to us to further assist with our review of her reported issues We regret any inconvenience Ms [redacted] may have experienced as a result of this matter We believe she has been provided necessary information required for complete resolution of her concernHowever, if we can be of further assistance with this issue, Ms [redacted] can contact me by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

September 27, 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: The above-referenced rebuttal for [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customer’s concern to our attention once more In the information provided, Mr [redacted] states he rejects Sprint’s previous response stating he returned our phone call and followed up with email He also states the response failed to provide clarification on the level of customer service he received from Sprint on the phone and in the store We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s defective device and upgrade concerns We have reviewed Mr [redacted] ’s account and find that currently, he is not eligible for a device upgrade, nor does he subscribe to Total Equipment Protection which provides repair/replacement options for damaged devicesFurther, Sprint no longer offers two-year pricing on handsets or tablets for consumer accounts Sprint is simplifying our device purchase experience by allowing our customers to lease or purchase their favorite device in monthly installments While we no longer offer subsidized (2-year) device pricing, we are pleased to continue to offer a variety of affordable options for the latest smartphones including our Sprint Flex leasing or installment billing option, once the customer is eligible for an upgrade We received an email from Mr [redacted] August 24, 2017, and we attempted to contact him in response to his voicemail on September 6, and 7, with no success Further, upon receipt of the rebuttal inquiry, we attempted to contact Mr [redacted] again via telephone and e-mail on September 21, 26, and 27, 2017, to discuss his purchase option concern as well as address the aforementioned information Unfortunately, we were unable to reach him, and he has not returned our calls We look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his accountMr [redacted] should have his PIN and security information available when he contacts us We appreciate Mr [redacted] taking time to provide details of his experience with while attempting to address his device concern We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, or if Mr [redacted] reported issues remain unresolved, he can contact me directly 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] *Executive Services Analyst

May 26, Kansas City Revdex.com Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] S [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 [redacted] S [redacted] on behalf of [redacted] on May 1, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with the cost of her monthly recurring charges assessed to the account after she received an offer through our Customer Care groupIn addition, Ms [redacted] stated that she was also offered early upgrades for phone lines ending in [redacted] and [redacted] as well as Virtual Headsets at no additional cost, plus a partial credit to the accountFurthermore, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve these mattersMs [redacted] requested that Sprint review these matters and apply an adjustment to the account accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Ms [redacted] on May 5, 2017, to further discuss her concerns During that conversation, we advised Ms [redacted] that we would investigate her concerns and follwith her accordingly We regret any possible miscommunication that may have transpired between our Customer Care representative and Ms [redacted] Our records indicate that on May 9, 2017, a member of our Customer Care Management team contacted Ms [redacted] to further discuss her concernsDuring that call, Ms [redacted] requested to update the price plan associated with phone line ending in [redacted] to reflect the Unlimited Freedom plan, effective the beginning of the new billing cycle date of May 9, However, phone line ending in [redacted] remained on the Unlimited Talk/Text planIn addition, a credit of $was applied to her account as a courtesy, as reflected on the May billing statementBased on Ms [redacted] ’s account selections, her monthly rate totals $per month, which includes monthly service charges, monthly lease charges per line, excluding taxes, fees and Surcharges As a result, we are unable to identify any billing errors To further investigate Ms [redacted] s’s account concerns, we engaged our Customer Care Management team on May 23, 2017, for further review As a result of the investigation, we were unable to substantiate her claims in regard to receiving an offer for early upgrades associated with phone lines ending in [redacted] and ***, as well as receiving Virtual Headsets at no additional cost Since our initial conversation, we attempted to contact Ms [redacted] via phone and email on May 25, to relay the aforementioned information to her as well as negotiate a resolutionUnfortunately, we were unable to reach her directlyShould Ms [redacted] have any questions and/or concerns pertaining to these matters discussed herein; we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] for taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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 ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

June 21, 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 complaint of [redacted] submitted on June 6, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive her American Express Reward Card in exchange for switching to Sprint after she portphone number ending in Ms [redacted] requested that Sprint review this matter and provide her with her American Express Reward Card Sprint has reviewed Ms [redacted] complaintOur records reflect that Ms [redacted] portphone number ending in to Sprint on September 12, Sprint confirmed via our website, www.sprint.com/jointoday that American Express Reward Card was processed on December 18, 2015, for phone number ending in 1417, in the amount of $Based on the information available when submitted, Ms [redacted] American Express Reward Card was shipped to an address in Godfrey, ILOur website confirms that this was the original address upon submission; Ms [redacted] should have received her American Express Reward Card at her shipping address between December 26, and December 29, Please note that for any cards that were lost, stolen, or never received, Ms [redacted] may contact American Express at ###-###-#### On January 11, 2016, Ms [redacted] contacted our Customer Care group to report that she did not receive the American Express Reward CardOur Customer Care group assisted Ms [redacted] in contacting American Express and their support staff with regard to the Reward card not being receivedSprint and American Express representatives assisted in cancelling the original Reward card and reissued a second American Express Reward Card, which was mailed to Ms***On February 2, 2016, Ms [redacted] contacted our Customer Care group to report that she did not received the replacement American Express Reward CardWe confirmed the replacement card was being mailed to the previous address that was provided during her initial submissionHowever, Ms [redacted] residence has since changed We spoke with Ms [redacted] on June 9, 2016, to relay the aforementioned information and advised her that we have contacted American Express on her behalf and confirmed the Reward card was sent to the prior shipping addressWe requested American Express to reissue another American Express Reward Card, which was shipped via UPS on June 14, 2016, in the amount of $394, which was mailed to the new address on file After discussing this matter with the Ms***, she confirmed that she received the aforementioned American Express Reward Card and her concerns were resolvedWe apologize for any inconvenience this matter may have caused Ms*** If we can be of further assistance, Ms [redacted] can contact me directly by calling the Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

August 18, 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 inquiry of Mrs [redacted] ***, filed on behalf of account holder, Mr [redacted] ***We appreciate your bringing our customers’ concerns to our attention In her inquiry, Mrs [redacted] described unfavorable customer experiences during her recent attempts to address a billing concern, stating that she was misinformed regarding the terms of canceling one of her lines of service and her rate planShe requested that we cancel the referenced line without incurring any cancellation fees, and change her rate plan as well as apply credit to her account to offset the difference between the rate plans We regret any misunderstanding that may have occurred related to Mr [redacted] ***’ Sprint billingDuring our August 7, 2017, conversation with the account holder, Mr [redacted] ***, he granted permission for us to speak with his spouse, Mrs [redacted] ***, on his behalfPursuant to Mrs [redacted] ***’ request, we canceled their line of service ending in [redacted] effective today, and waived the Early Termination Fee as a one-time courtesyWe also changed the Sprint Better Choice – 40GB High Speed Data plan on the line of service ending in ***, with Mrs [redacted] ***’ consent, to the Shared Everything Data plan effective July 31, To completely resolve these matters, we applied credits totaling $to Mr [redacted] ***’ account to offset the disputed charges, prorated charges, late fees, applicable taxes, regulatory charges and surcharges We appreciate Mrs [redacted] ***’ taking the time to provide us with details regarding her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We are pleased that we were able to resolve Mrs [redacted] ***’ concerns amicablyIf we can be of further assistance regarding these matters, she or Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

In the information provided, Mr [redacted] stated that on multiple occasions he attempted to process cancellations on his account, however, his call was disconnected each time he attempted to resolve his account concerns Mr [redacted] requests that we review his account and offer compensation During our July 21, 2017, conversation with Mr [redacted] , we explained to him that he has satisfied the installment terms on phone number ending with [redacted] and that line was cancelled on July 18, Also, he has satisfied the lease terms on phone number ending in [redacted] and the device was returned and an adjustment of $was applied to the account on July 10, to offset the Lease Device Purchase amountHe indicated his satisfaction with our response to his inquiry We appreciate Mr [redacted] ’s time to provide details of his experience with our Customer Care group 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

[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 meI am still waiting for the proof of the credit that was stated as well as the credit for the accelerated equipment charges as I have retired the phones in the return kits providedOnce the accelerated equipment fee's have been removed, I will feel this matter has actually been adequately resolved Thank you, [redacted]

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint account holder Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that she and Ms [redacted] terminated their Sprint services and returned their devices to us due to multiple unresolved billing concerns She also described unfavorable customer experiences while attempting to address those concerns Ms [redacted] requested that we remove the remaining account balance in full We regret the circumstances that led to the termination of Ms***’s Sprint services, as well as any delay in addressing any outstanding account billing concerns Our records reflect that Ms***’s Sprint services were cancelled on January 23, 2017, when her two mobile numbers were ported from our network to another service provider Our records further reflect that the two leased devices associated with her Sprint account was returned to us and that credits totaling $2,were applied to Ms***’s account to offset her balance due in full We attempted to contact Ms [redacted] via telephone and e-mail on March 31, 2017, to acknowledge our receipt of Ms***’ inquiry and to discuss any remaining issues she or Ms [redacted] may have related to this filing Although we were unable to speak with the account holder directly, we received a call from Ms [redacted] on the same day, advising that she had successfully resolved her reported concerns We appreciate Ms***’ taking time to provide details of her experience with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms [redacted] and Ms***, as well as the loss of their business If we can be of further assistance related to these matters, 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 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

August 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] K [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with not receiving the $credit promotion from the store Also the tablet that was promised as free has an associated service charge and finally he did not want to be charged for activation fees Mr [redacted] would like to have the $credit applied to his account, return the tablet or have the service fee removed, and have the activation fees waived We spoke with Mr [redacted] on August 16, 2016, and resolved his concerns We contacted the Sprint store where Mr [redacted] purchased his devices and confirmed with the store manager that Mr***’s account should have a $credit promotion appliedTherefore, we applied the $credit and Mr [redacted] should see the credit on his invoice for the billing period July 22-August 21, We also confirmed that Mr [redacted] was not charged activation fees when he upgraded his devices We extended an offer to Mr [redacted] to allow him to return the tablet in good condition for waiver of the Early Termination Fee (ETF) associated with the cancelation of the tablet Upon receipt of the tablet associated with line ending in [redacted] in Sprint’s warehouse using the Return Kit provided, we will credit the ETFThis offer is valid through Sept 21, Mr [redacted] confirmed that he is satisfied with this resolution If Mr [redacted] has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

[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 Although the letter to you stated that I was contacted and accepted the change, I only received a voice mail and hadn't actually spoken to anyone to express my satisfaction But I do appreciate Sprint for checking out the details to this issue and providing what I was promisedThank you to everyone involved in this matter! Regards, [redacted] ***

June 21, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’ follow up filing, he disputes our response to his complaint His initial complaint advised that he had an unfavorable customer service experience while attempting to address issues regarding his services being interrupted due to circumstances beyond his controlMr [redacted] requested a credit to his account for his inconvenience Our office attempted to reach Mr [redacted] via phone and e-mail on June and 20, 2017, asking him to contact our office to discuss his concerns and to acknowledge receipt of his complaintUnfortunately, our attempts were unsuccessfulWe regret Mr [redacted] ’ dissatisfaction with our service, and the circumstances that led to his decision to terminate his service As outlined in our prior response, we reviewed his account, and were unable to identify any Sprint billing errors However, should Mr [redacted] need further assistance with this matter, we invite him to contact us at his earliest opportunityIf I may be of further assistance regarding this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive 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] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] disputed our continuing to assess charges to her Sprint account after she requested the cancelation of her Sprint services in September She stated that we addressed the same concern about a year ago and advised that she would receive a $refund that never occurred Because the monthly billing to her account has continued since that time, she requested that we provide the promised refund for overpayment and written documentation that her Sprint account is closed We appreciate Ms***’s taking time to provide details of her 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 have forwarded feedback regarding this experience to the appropriate managerial teams for additional review We regret the circumstances that led to Ms***’s decision to cancel her Sprint services, as well as any delay in finalizing her account and refund request Our records reflect that her first service cancellation request was on September 1, 2015, and that, at that time, we apprised her that she would incur an Early Termination Fees for both lines of service due to the device discounts we previously provided for her device purchases Ms [redacted] then confirmed her understanding of the charges and accepted our offer to place her services on our Seasonal Standby Plan (SSP) until her device agreements were satisfied That rate plan provides customers with the ability to retain their mobile number(s) and active account status at a reduced monthly cost for a period of up to six months The plan was designed for those who wish to temporarily discontinue full monthly rate plan charges while traveling or for other purposes, without leading to Early Termination Fees or the loss of their existing mobile numbers The plan does not include any voice or data usage allowance and is available to customers whose services were active on a regular rate-plan for at least three months prior Terms of the SSP are sent to customers when the plan is initiated, and we send reminders of the six-month time limitation to customers prior to the end of their time allowance If those customers do not contact Sprint by the end of the sixth month of the SSP period to restore service on a standard rate plan, we will systematically change the affected line of service to a current rate plan Our records reflect that we sent Ms [redacted] an e-mail with the terms of our SSP on September 1, 2015, and a reminder that her sixth month was approaching on April 15, 2016, after her allowable six month SSP period but prior to our removing SSP from her referenced line of service and changing her rate plan to our Unlimited My Way plan option On May 13, 2016, pursuant to the terms of our SSP We regret that Ms [redacted] may not have been fully aware of the terms of our SSP; however, as outlined above, we provided that information to her Additional information related to that rate plan can be reviewed on our website at www.sprint.com Time on our SSP does not count toward the fulfillment of any existing device agreement(s), as our representative initially informed her on September 1, Our records further reflect that Ms [redacted] escalated these concerns to our Customer Care management team on August 30, On that date, we agreed to cancel her Sprint services on her billing cycle end date, credit $to her Sprint account to return the automatic payments taken during the previous three billing cycles, and send a refund check of $to her, as we confirmed that there was no voice, text, or data services used after the SSP was removed in May Although Ms [redacted] agreed that those actions would bring her concerns to resolution and all credits promised to her were applied on that date, an unknown systems anomaly prevented Ms***’s services from being cancelled until December 12, We contacted Ms [redacted] on December 29, During that conversation, she confirmed that the previously-referenced details were accurate, and we informed her that a refund of $was approved by our Corporate Finance department on that day However, we informed her that refunds of this nature can take up to five business days to be reflected on her account Ms [redacted] accepted the information provided and reiterated that she would prefer to wait until she has received confirmation from her bank that the funds were received We attempted to follow up with Ms [redacted] on January 3, 2016, to confirm her receipt of the $refund Unfortunately, Ms [redacted] did not answer However, we trust that the actions taken bring her reported concerns to the resolution she requested On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** 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 ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [redacted] Executive Services Analyst

August 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s inquiry, she purchased a new device on August 28, 2015, free of any service agreement Ms [redacted] indicates that she was recently informed that she has a two-year agreement on the line in question As a result, Ms [redacted] is requesting that we provide her with proof of the agreement as she was unable to obtain that information from the original point of sale We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s service agreement with Sprint We attempted to contact Ms [redacted] to discuss her concerns in detail and receive a voicemail from her asking us to respond in writing with the requested information Therefore, please accept this letter as acknowledgement and response to her complaint Our records indicate that Ms [redacted] upgraded line (xxx) xxx- [redacted] on August 28, 2015, as outlined in her complaint Our records also indicate that the device was purchased at a reduced rate with a device subsidy requiring a two-year service agreement Additionally, a copy of her agreement along with the terms of the service agreement can be located online at [redacted] by managing her account If Ms [redacted] disagrees with these findings, she will need to provide us with proof of purchase (her original sales receipt from [redacted] ***) reflecting that she paid full MSRP for the device, which is typically $ Based on our review of the matter, we have determined that the service agreement is valid We apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter Should Ms [redacted] need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Sprint Executive Analyst

Tell us why here...September 20, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , Mary Ann O [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsMary Ann O [redacted] submitted on August 25, We appreciate your assistance in bringing our customer’s concern to our attention In MsO [redacted] ’s inquiry, she stated she upgraded her service plan in May 2017, and she was offered accessories at no chargesMsO [redacted] stated her billing statement reflected charge of $and realized the charge is associated with the accessoriesMsO [redacted] stated she visited the retail location regarding the charge for the accessories and was informed that was part of the plan and refused to return the accessories outside of the return policyLastly, MsO [redacted] advised that her educator discount would remain on her accountAs a result, MsO [redacted] requested that we remove the accessories charges from her billing statement According to our records, May 17, 2017, MsO [redacted] upgrade the device associated with phone line ending in and activated phone line ending in via Sprint’s Lease AgreementAt the time, MsO [redacted] changed her service plan from the Everything Data plan to Unlimited Freedom plan with $for the primary phone line, $for the second and $for the third phone lineIn addition MsMsO [redacted] purchased accessories via Sprint’s Monthly installment program Upon further review, on May 18, 2017, our Customer Care team contacted MsO [redacted] and requested that she verify her Sprint discountOn July 20, 2017, the Sprint discount was validated and added to MsO [redacted] ’s accountThis will award on MsO [redacted] ’s account within two to three billing cyclesPlease be advised that percentage discounts are not awarded on the Unlimited Freedom planHowever, MsO [redacted] is currently receiving a $Unlimited Freedom plan discount per line/per month On September 13, 2017, our Retail location applied a one-time credit of $to offset the cost for the accessories purchased in May and the monthly recurring charge for eighteen months for phone line ending in We contacted MsO [redacted] on September 18, 2017, and reviewed the resolution provided by the retail locationAt that tine, MsO [redacted] requested that we move the lease agreement from phone line ending in to phone line We apologize for an inconvenience MsO [redacted] may have experienced while attempting to resolve this matter We appreciate MsO [redacted] for taking time to provide details of her experience with our retail store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes If MsO [redacted] needs further assistance regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive Services Analyst

July 3, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] *** Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that as a long term customer he was extended several promotional offers to his account in an effort to retain his Sprint account Specifically, Mr [redacted] stated that he was offered to upgrade one of the phone numbers on his account to a Samsung Galaxy SPlus device at the new activation pricing of half-off the monthly equipment charge on an month lease, quoted a monthly rate of his three phones numbers from $per month to $monthly In addition, Mr [redacted] stated he was offered an immediate $account service credit and an additional $credit to be applied over a two month time period Mr [redacted] also stated that the above offer for the phone upgrade was to be applied on this wife’s phone number within a month’s timeframe However, he stated that when he was transferred to our Order Support representative to confirm his shipping and device purchase information, he was informed that he had received the incorrect information and quotes At that time he elected to discontinue the order process Mr [redacted] is requesting that Sprint review this matter and honor the above-referenced promotional offers 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 During our conversation with Mr [redacted] we explained to him that Sprint’s promotional offer to Lease a Samsung Galaxy Sdevice at Half-Off with a reduction in cost for the Unlimited Freedom plan is only being extended to newly activated lines of service/accounts Regrettably, we are unable to confirm Mr***’s claim that he was offered to Lease a Samsung Galaxy Sdevice at Half-Off along with a reduced monthly cost for the Unlimited Freedom plan We were also unable to confirm that Mr [redacted] was offered a $courtesy credit toward his June billing statement and a $courtesy credit toward the cost of his July billing statement However, our records do reflect that Mr [redacted] was offered a $credit to his Sprint account after upgrading his device along with a $credit off the cost of a new Samsung device On June 30, 2017, to mutually resolve this matter, Sprint applied a $courtesy credit to Mr***’s account and is making a one-time exception to honor his request to take advantage of Sprint’s promotional offer to Lease a Samsung Galaxy Sdevice at half-off the monthly equipment charge on an month lease on phone number ending in *** Upon placing an order for wife’s device, phone number ending in ***, within thirty days from the date of this letter, Sprint will apply an additional $courtesy credit to his account We regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services Department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

April 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX7958, [redacted] Case [redacted] To Whom It May Concern: On March 23, 2016, Sprint received an inquiry submitted by your office on behalf of [redacted] ***According to the information provided, Mr [redacted] made an $payment on an account that he states was established using his personal information without his knowledge or authorizationAt that time, the account was to be canceled; however, the account was restored and generated an additional $in chargesMr [redacted] is requesting confirmation that the account is canceled and there are no other accounts active using his personal informationWe appreciate your assistance in bringing Mr [redacted] concerns to our attention Our Fraud Department has thoroughly investigated Mr [redacted] concerns and was unable to confirm that fraudulent activity occurred on this accountOn April 6, 2016, we contacted Mr [redacted] to discuss his concerns in detailIn an effort to resolve this matter, we applied credits totaling $for the charges included on the March through September invoicesMr [redacted] will receive his refund check within ten business daysWe confirmed that account XXXXXwas canceled effective August 10, We recommend that Mr [redacted] contact Equifax to have a fraud alert placed on his social security numberThey can be reached directly by calling toll-free [redacted] We regret any inconvenience this matter may have caused Mr***If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at [redacted] extension [redacted] I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the account concern of Mr [redacted] to our attention We apologize for any inconvenience that he may have experienced as a result of this matter According to the information provided in the complaint, Mr [redacted] expresses his dissatisfaction with the performance of a device that he returned to the retail store within the day Satisfaction Guarantee period He states that he later returned to the retail store to purchase a new device of the same model and was not successful He also indicates that he was not satisfied with the level of customer service that he received when he attempted to resolve his concern During our discussion with Mr [redacted] , he stated that he wished to purchase another new phone at another retail store We conferenced him via phone with another Sprint retail store to assist him The retail store representative confirmed with Mr [redacted] that he was eligible to upgrade his phone to the phone model of his choice As a result, he decided to upgrade to another phone model that was anticipated to be in stock at the retail store in October The retail store representative advised Mr [redacted] that he will call him when the phone model that he chose is available at his retail store so that he may upgrade his phone at that timeMr [redacted] advised us that his concern was resolved We appreciate Mr [redacted] for taking time to provide details of his experience with this matter We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback If Mr [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

February 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] , and we appreciate the opportunity to address his concerns Based on the information provided in the inquiry, Ms [redacted] states that she requested to cancel her account on November 28, 2016, and that the representative assured her that it would be canceled on December 1, 2016, the end of her bill cycleMs [redacted] further advises that she continued to receive invoices and collection notices after this request and paid $ And last, she advises that one of our representatives advised that her account reflects a $balance As a result, Ms [redacted] is requesting that we cancel the service on her phones and credit the charges Our records reflect that Ms [redacted] contacted us on November 28, 2016, and requested to cancel the service on her account We regret any misunderstanding that may have occurred regarding her request We also confirmed that, at the time she made this request, all of her agreements had been satisfied And last, the referenced $payment was applied toward her final bill dated December 5, During our conversation with Ms [redacted] on February 27, 2017, we canceled the service on her account and applied credits to offset the charges for the last two invoices because there is no usage reflected As a result, her account is in final status and reflects a zero balance Ms [redacted] accepted this resolution and stated that she considers this matter resolved We regret any inconvenience Ms [redacted] may have experienced trying to resolve her concerns If she needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst