Sprint Corporation

Tell us why here June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal complaint of [redacted] submitted on May 31, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr [redacted] ’s follfiling, he expressed his dissatisfaction with the delay in receiving his Visa Reward Card as part of our previous resolutionMr [redacted] requested that Sprint review this matter and process his Visa Reward Card accordingly Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, we regret any possible misunderstanding that may have occurred related to the terms of Sprint’s promotional offer As stated in the Terms and Conditions, potential Sprint customers seeking the $Visa Prepaid offer are required to potheir active wireless number(s) from [redacted] , [redacted] or [redacted] within the promotional timeframe between January 13, through February 2, Additionally, the customer must tuan eligible Smartphone with a value greater than $to Sprint Once approved, expectation regarding the delivery of the $Visa Prepaid card is to weeks Based on our review, Mr [redacted] received denials to his previous attempts to register due to the poof phone number ending in [redacted] having not completed until the end of the qualifying promotional offer period Additional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday We spoke with Mr [redacted] on May 5, 2017, to discuss his concern in detail and relayed the aforementioned information to him During our conversation, we advised Mr [redacted] that Sprint manually registered the phone number ending in [redacted] on May 2, 2017, as a one-time exemption for the $Switch to Sprint for Unlimited Data, Talk and Text promotional offer Upon receipt of Mr [redacted] ’s follfiling, we have confirmed that a new confirmation number was created and that he is expected to receive the $Visa Reward Card on or before June 8, We attempted to follwith Mr [redacted] via phone on May 31, 2017, June 1, and of 2017, to relay the above-referenced information and resolution to him, without success Should Mr [redacted] have any questions and/or concerns pertaining to the resolution discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern TimeSincerely, /s/ Regina S.Executive Services Analyst

May 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of [redacted] submitted on April 28, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that when she activated service she requested a Gigabyte service plan, however, she was placed on a Gigabyte service plan, which caused her to incur data overage chargesAs a result, Ms [redacted] requested that we credit the data overage charges and change her service plan to the Gigabyte service plan 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 Ms [redacted] on April 29, 2016, we apologize for any inconvenience she may have experienced as a result of this issue Further, we advised her that due to any possible misunderstanding that may have occurred and in an effort to amicably resolve her concerns we agreed to credit the overage charges she incurred Additionally, we agreed to change her service plan to our Gigabyte plan Ms [redacted] accepted our offer and is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care group 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 review If I may be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive 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

September 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] Sprint Account xxxxx***, [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’ concern to our attention According to the information in his follinquiry, Mr [redacted] again stated that he believes that he was he misinformed and is dissatisfied with the level of customer service he received while attempting to address several issues with his account He has returned the devices used on the account and is requesting that Sprint waive all charges on the account We spoke with Mr [redacted] on September 21, Although we find all charges to be valid and due, as a gesture of goodwill, we agreed to provide a one-time account credit for the device charges after confirming they have been returned in like new condition Further, we have provided a credit canceling the remaining balance on Mr***’s accountAt this time his Sprint account is closed, in good standingMr [redacted] confirmed that this resolved his issue Mr [redacted] provided feedback regarding his recent interactions with our Customer Service representatives We appreciate him taking the time to provide us with the details of his experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience that these matters may have caused If I can be of further assistance, Mr [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

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 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

February 15, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account#XXXXX*** Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on January 31, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] asserts that she is due an adjustment, for returning an iPhone 6device to a local Sprint Retail Store locationMs [redacted] requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] ordered an iPhone device, as a replacement to his original order that was placed on August 15, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreement which includes a description of the terms in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his lease agreement fulfillment dates on Sprint’s partAs such, because the devices were leased, it is the responsibility of the account holder to ensure that the devices are returned, per the terms and conditions of the respective Lease agreement The terms do not include an account credit; however, it does include an early cancellation clause Our records further indicate that Ms [redacted] returned the iPhone device on December 30, 2016, after fulfilling the terms of the respective Lease agreementAs such, her account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $as reflected on the January billing statementAs such, Sprint adjusted the referenced charges on the same day of the device return We spoke to Ms [redacted] on February 2, 2017, and relayed the aforementioned information to herMs [redacted] accepted the above resolution We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrM [redacted] MrM [redacted] Executive & Regulatory Services

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

[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] ***

[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] ***

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

May 4, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] *** Sprint Case— [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s complaint, she stated that she switched to Sprint as a result of our Switch and Save promotional offer She states that she has not received the Visa Prepaid card, which would be applied to the Early Termination Fees billed by Verizon Regrettably, we were unable to confirm receipt of the required paperwork from Verizon detailing the Early Termination Fee billed by them As stated in the terms of our Switch and Save promotion, customers must register and submit the required documentation within days of activation However, as a one-time courtesy, we applied credits totaling $to Ms***’s account in lieu of the promotional prepaid card Ms [redacted] will see these credits reflected on her next invoice If Ms [redacted] would like to discuss this further, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

June 27, 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] stated that she has been unable to sign into her Sprint online account, which led to her inability to remit the payment that is now past-due She requested assistance with access to her Sprint online account and credit for time spent attempting to resolve that concern We regret any difficulty Ms [redacted] experienced with her online account access During our initial conversation with her on June 6, 2017, we were unable to identify the source of her reported issue, and, at the recommendation of technical representatives, we referred her to go to one of our corporate retail locations with two forms of identification so that our representatives could properly confirm her identity and address her account access issue Ms [redacted] contacted us again on June 12, 2017, and advised that, although she complied with our request, the matter remained unresolvedAs a result, we forwarded her information to an advanced technical team for additional review and assistance Ms [redacted] advised that she would not be available for follow up with review until after June 22, 2017, and we informed Ms [redacted] that we would continue to monitor this matter and follow up with her after that date During our June 27, 2017, follconversation with Ms***, she advised that the matter is still unresolved We assured her that we remain dedicated to successfully identifying and correcting the underlying issue We then escalated her concerns to the management of our advanced technical team for prompt resolution and ag [redacted] again to continue monitoring the issue Ms [redacted] indicated her understanding of that information and her appreciation for our continued follow up We regret any inconvenience this matter may have caused Ms***, and we appreciate her patience as we continue to seek resolution to her reported concerns If we can be of further assistance with this concern prior to our committed callback to her, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R 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

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

[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:There is absolutely no repercussion for the representative or the company if I accept the responseWhile Marco explained to me that they could not unlock it because of policy, he also asked if I was still active duty military and that if I was, an unlock may be possibleThis was just one example of how there actually are ways to get around the issueI was already lied to by one Sprint representative and I will have a couple hundred dollar brick because of it Yes, I will need to accept that I was misinformed, but I will not accept that I am satisfied with the companies responseRespectfully, Brian S [redacted]

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

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Veronica [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Veronica [redacted] submitted on September 19, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the unfavorable customer service experience she encountered while attempting to resolve her account concernsMs [redacted] further expressed her dissatisfaction with the inability to receive her Visa Reward Cards as part of Sprint’s Contract Buyout promotionMs [redacted] requested that Sprint review this matter and honor the above promotion Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from [redacted] , [redacted] or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Our records indicate that Ms [redacted] established services with Sprint on May 6, 2017, by portiphone line ending in *** Upon the activation of service, Ms [redacted] tradher previous wireless service provider’s device at the third-party retail store location Thereafter, a Visa Reward Card in the amount of $was processed on May 27, 2017, for phone line ending in ***, which was sent to Ms***’s address on file We spoke with Ms [redacted] on October 3, 2017, to discuss her concerns in detail and relayed the aforementioned informationDuring our discussion, Ms [redacted] indicated that she did not receive the Visa Reward Card As such, we advised Ms [redacted] to contact Visa toll-free at ###-###-#### to have the Visa Reward Card reissued to herTo provide closure for this matter, we offered and Ms [redacted] accepted a one-time courtesy adjustment of $to negate a portion of her current account balanceThis adjustment will appear on Ms***’s October 9, billing statementMs [redacted] confirmed that Sprint has satisfactorily addressed her account concerns We appreciate Ms [redacted] taking the time to provide us with the 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***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

April 17, 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 supplemental inquiry submitted by Ms [redacted] ***We appreciate the opportunity to address her concerns According to the information provided, Ms [redacted] states that she had been experiencing multiple problems with her Samsung deviceShe further states that she is not satisfied with Sprint’s handling of this matter and will be terminating her service as a result Sprint regrets any possible misunderstanding regarding the one-year manufacturer’s warranty on her deviceAs we shared in our initial response, Sprint does not manufacture any device that is associated with our service and we are not responsible for any defects of the manufacturerHowever, should customers experience device issues, it is necessary that they visit a Sprint service and repair center to have their device tested and/or repaired at no additional charge while they wait, as long as the device is repairable and they subscribe to our Total Equipment Protection programAlternatively, if the device is still within the limited one-year manufacturer’s warranty period, a customer may send the defective device directly to the manufacturer for repair or replacement under the provisions of the manufacturer’s limited one-year warranty Because Ms [redacted] ***’s phone was outside the one-year warranty at the time we spoke with her, we recommended that she visit her local service and repair center to have the device diagnosedRegrettably, she has since cancelled the service on her Sprint account so we are unable to further troubleshoot her device concerns We assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured”Feedback, such as hers, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customerMs [redacted] ***’s comments have been referred to the appropriate management team for review to implement changes where necessary We regret any inconvenience this matter may have caused, and regret that Ms [redacted] has decided to terminate the service on her accountIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean J Executive Services Analyst

July 9, Hunter [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , MsKrista [redacted] Boost Mobile Inquiry Sprint Case [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced inquiry of MsKrista *** regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concern to our attentionIn her inquiry, Ms [redacted] requested a $refund for her Monthly Recurring Charge (MRC) after canceling her serviceShe advised that Boost Mobile Customer Care refused her refund request We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Our records reflect that Ms [redacted] remitted a payment of $on June 4, 2015; however, on June 7, 2015, she made a decision to change carriersAs outlined in our Terms and Conditions of Service, monies paid toward services are non-refundable During our conversation with Ms [redacted] on June 18, 2015, we explained the details aboveAs a demonstration of our commitment to excellence, we extended an offer to Ms [redacted] to apply a credit of $to her husband’s Boost Mobile accountMs [redacted] accepted this as an amicable resolution and indicated she was satisfied On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***If you or she has questions regarding this matter, you can contact me by calling me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Susan E Executive Services Analyst