Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

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 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

October 6, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her attempts to address her billing concernsMs [redacted] stated that in July 2016, she contacted Sprint to cancel her iPad Air Tablet device associated with phone number ending in ***However, upon receiving her July and August invoices, the invoices reflected a $1,balanceAs a result, Ms [redacted] stated that she contacted Sprint to discuss the Lease cancellation charge and was advised to ship the device to Sprint’s warehouse in exchange for waiver of the Lease cancellation chargesHowever, Ms [redacted] stated that she opted to reactivate the aforementioned device and resume the Lease AgreementUpon receipt of her September invoice, Ms [redacted] stated that the invoice reflected an additional $lease charge for phone number ending in [redacted] associated with an iPad Mini vsan iPad Air deviceTherefore, Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account to offset the additional lease charges reflected on her August invoice Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that on October 19, 2015, Ms [redacted] purchased and activated an iPad Mini associated with phone number ending in [redacted] via Sprint’s Lease program with Lease Agreement number ending in ***Please be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/leaseAlso, our records reflect that on October 23, 2015, Ms [redacted] purchased and activated an iPad Air device associated with phone number ending in [redacted] via Sprint’s Lease program with Lease Agreement number ending in *** On July 25, 2016, Ms [redacted] contacted Sprint and requested to cancel phone number ending in ***As such, Ms [redacted] ’s account was assessed a $lease cancellation charge via Lease Agreement number ending in ***, and was reflected on her July invoice via lease number ending in ***On August 2, 2016, Ms [redacted] contacted Sprint to reactivate the iPad Air device and the Lease Agreement associated with phone number ending in ***However, due to an inadvertent error, our records reflect that Lease Agreement number ending in ***, associated with an iPad Mini device was reactivatedAs such, her August invoice reflected eleven, $monthly lease charges associated with phone number ending in ***; equaling a total lease charge of $On August 18, 2016, Sprint’s Warehouse received an iPad Air device and processed a $adjustment to offset Lease Agreement number ending in ***, associated with phone number ending in ***The aforementioned adjustment is reflected on Ms [redacted] ’s August invoiceFurthermore, our records reflect that on September 20, 2016, Sprint removed Lease Agreement number ending in [redacted] and reactivated Lease Agreement number ending in ***As such, on September 21, 2016, Sprint adjusted the eleven, $monthly lease charges associated with phone number ending in ***The aforementioned adjustments are reflected on her September invoice We spoke with Ms [redacted] on October 5, 2016, and relayed the aforementioned information to herIn an effort to further resolve Ms [redacted] ’s account concerns, Sprint applied an adjustment of $to offset a portion of her September invoiceAs such, the $adjustment will be reflected on her October invoiceMs [redacted] has expressed her satisfaction regarding the resolution of her concernsWe apologize for any inconvenience we may have caused Ms [redacted] We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Ms [redacted] ’s feedback 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 a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services 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

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Rebuttal – [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led her to contact your office once more In her inquiry, Ms [redacted] stated that Boost Mobile is currently offering a promotion for the iPhone for $249, which is the same promotion that was offered when she purchased her device Ms [redacted] further stated that she has a copy of the installment billing agreement that is not signed because she was never provided with any paperwork that states the device would be billed at $ Ms [redacted] requested that we honor the promotional cost of $for the iPhone that she purchased As outlined in our previous response, BoostUP! for Prepaid customers allows qualified customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on the device, followed by monthly installment payments Customers who qualify can finance up to $on devices with a Standard Retail Price (SRP) Devices that have a BoostUP! price $and under have a down payment of $(plus tax) Devices that have a BoostUP! price over $require a down payment for the balance over $(plus tax) The down payment would equal “BoostUP! price minus $600” In addition, a customer has days from the transaction date to do a return and cancel the installment billing agreement Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We have not had the opportunity to obtain permission from Ms [redacted] to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry As a result, we cannot provide private information, or make any changes to the account We attempted to contact Ms [redacted] at phone number ending with [redacted] to discuss this matter in detail on February 15, 16, and 19, 2018; however, we were unable to reach her In addition, we sent her a letter via the U.SPostal Service on February 19, 2018, asking her to contact us directly However, after reviewing Ms***’s account records, we determined that all charges appear accurate and consistent with the terms of her installment billing agreement We welcome Ms [redacted] to contact us at her earliest opportunity if further assistance is needed On behalf of Sprint, I apologize for any inconvenience this matter may have caused If we can be of further assistance with this matter, Ms [redacted] 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 between a.mand 3:p.m., Central Time Sincerely, Kendra OExecutive Services Analyst

July 26, 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 inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Mr [redacted] indicated he was offered a promotion that included four lines of service with unlimited data and two of the lines would be free He accepted the offer and is being assessed $for the device, $for the service plan and insurance He stated that he attempted to return the devices to the point of sale but was advised there is a restocking fee Additionally, he advised he was quoted $for a cost estimate and his invoices have been higher As a result, he is requesting that we review this matter We reviewed Mr [redacted] ’s account and confirmed he upgraded his phone numbers ending [redacted] and [redacted] on January 30, 2017, via leaseIn addition, he added two new lines of service with new phone numbers ending [redacted] and [redacted] purchase via installment billing on the same date During our conversation with Mr [redacted] on July 25, 2017, he indicated he is not using phone numbers ending [redacted] and ***, and they are still in the box Due to any misunderstanding that may have occurred, we canceled these two lines of service effective today We ordered Mr [redacted] two prepaid envelopes to facilitate the return of the devices When the devices are received in our warehouse, we will credit the remaining device balance, and there will not be a restocking fee In addition, we issued credits totaling $to offset the service plan fees from January 30, 2017, to current We determined that Mr [redacted] ’s account was assessed a $device charge for each device, but it was offset by a service credit each monthAs a result, the device was free each monthAdditionally, the Total Equipment Protection option was previously canceled and credit was issued for the one month it was assessed We provided Mr [redacted] a breakdown of his cost of service for his remaining two lines We confirmed with Mr [redacted] that the matter has been addressed and resolved We have a follow up to confirm two devices are returned to our warehouse At that time, we will confirm credits are applied for the remaining device balance If Mr [redacted] has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

February 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] expressed her dissatisfaction with the delay in obtaining a refund for her $credit balance on her cancelled Sprint accountMs [redacted] also advised of the poor customer service received while attempting to resolve this matter As a result, she is requesting her refund be sent to her We regret any frustration that Ms [redacted] may have experienced We attempted to contact Ms [redacted] by phone and via the e-mail provided, [redacted] , on February 2, and 3, 2017, to discuss her concerns in detail, but we were unable to reach her Although we have not had the opportunity to speak with Ms [redacted] directly, our records reflect that on January 18, 2017, we refunded the $back to the credit card on fileWe also received an email from Ms [redacted] on February 3, 2017, confirming receipt of the refund on her credit card 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, Tuesday, Thursday and Friday, between 7:30a.mand 5:p.m., Central Time Sincerely, Shola AExecutive 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 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 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he recently discovered that Sprint has sent his account to collections for an unpaid phone bill He stated that the bill is for a device that he did not authorize to be added to the account He stated that he contacted us to cancel his service and was to directed pay the remaining balance so that his account would be closed without owing anything further He stated that he did not receive any notification of a past due amount owed until the account was sent to collectionsHe is requesting that the account balance be credited and all negative reporting be deleted Our records reflect that the account balance was adjusted on March 6, The account is closed and reflects a zero balance We have made multiple attempts to contact Mr [redacted] regarding his concerns We attempted to contact him via telephone and e-mail on March 24, 29, and 30, 2017, advising him we received his inquiry and our need to speak with him directly In addition, a letter was sent to his billing address on March 30, Unfortunately, we have been unable to speak with him directly 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 If Mr [redacted] ’ concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In fact, Sprint went out their way to make sure I got a new phone at a very reasonable price and they were very responsive, polite and professional Thank you very much Regards, [redacted] ***

February 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] states that she switched to Sprint from another carrier; however, she was not satisfied with Sprint’s network performance and thus canceled her service within Sprint’s 30-day Satisfaction Guarantee time frame As a result, she is requesting a refund for $239, the amount she believes she is owed Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our productsIf a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within days of activation (day of the days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned) We confirmed that Ms [redacted] activated service for wireless line ending [redacted] on December 21, Our records reflect the she cancelled her wireless line ending [redacted] on December 27, We spoke with Ms [redacted] on February 7, 2017, at which time, we addressed her account concerns Per the terms of our 30-day promotional SSG policy, Sprint applied credits to Ms [redacted] ’s account to offset the disputed service charges incurredAs a result, her account has been finalized with a zero balanceAdditionally, we processed a refund for $back to her credit card ending [redacted] on February 7, Ms [redacted] should allow days for receipt Ms [redacted] expressed her satisfaction with this resolution and our handling of the matter Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training processes If we may be of further assistance with this concern, 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 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] ***- [redacted] Sprint Case [redacted] To Whom It May Concern: The above referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention and regret they have contacted your office again citing dissatisfaction with our previous response According to the follinformation provided, Ms***- [redacted] remained dissatisfied with her customer experience while trying to address concerns with her device Ms***- [redacted] stated that she was requesting an account credit of $for the issue After review of Ms***-***’s account and replacement concerns, we have confirmed that she completed an upgrade to a new device on January 13, Additionally, we spoke with Ms***- [redacted] on February 3, While we find no error on Sprint’s part and the balance to be accurate, we have provided a one time $credit as a courtesy to resolve Ms***-***’s concernsShe verified satisfaction with this Ms***- [redacted] provided feedback regarding her recent interactions with our Customer Service and Sales representatives We appreciate her taking the time to provide us with the details of her experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance, Ms***- [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, pin *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 9, 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 Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service provided while trying to get the credit balance on his account refunded, and the late fees adjusted Mr [redacted] is requesting that we stop charging him late fees, and refund the credit balance on his account We regret any frustration that Mr [redacted] may have experienced regarding his reported concernsWe attempted to contact Mr [redacted] via the e-mail provided, [redacted] and by phone on May 30, June 2, 6, and 8, 2017, to discuss his complaint in detail, but we were unable to reach him We also mailed a letter to the address on file on June 7, 2017, asking Mr [redacted] to contact us Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services 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

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

June 23, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that an unauthorized payment for $was withdrawn from her checking account on April 30, 2017, and that although the payment cleared with her bank she has not received credit for the payment on her Sprint account During our conversation with Ms***, on June 12, 2017, we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that our records reflect a payment for $was processed via our automated telephone system Additionally, on May 9, 2017, the payment was backed out by Ms [redacted] financial institutionAs a result, we advised Ms [redacted] that we could not provide her with credit for the payment because we did not receive the fundsWe appreciate Ms [redacted] ’ taking the time to provide us with the details of her customer service experience We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback she provided has been forwarded to the appropriate management staff for further reviewIf we may be of further assistance with this matter, Ms [redacted] can contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

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

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

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