Sprint Corporation

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

October 5, 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 inquiry We appreciate your assistance in bringing our customers’ concerns to our attention In the information received, Ms [redacted] stated that she was experiencing coverage issue at both her home and work locations Ms [redacted] is requesting the balance of her lease agreement be waived We regret that the coverage in Ms [redacted] service area is falling short of her expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Ms [redacted] billing address was operating within parameters during the time she stated that she experienced poor service We would note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same 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 equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate a signed copie of her Lease Agreement which includes a description of the charge(s) in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her agreement on Sprint’s part during the activation of her serviceWe spoke with Ms [redacted] on September 26, and provided her the above informationAdditionally, we offered to have our network engineers further investigate her coverage concerns Regrettably, we were not given the opportunity to investigate because her services were automatically cancelled when we received a port out request on September 27, In order to properly investigate a network related issue, the device has to be connected on the Sprint network Therefore, if Ms [redacted] elects to keep her leased device, in accordance with her Lease Agreement she will be responsible for the remaining accelerated lease payments and the Purchase Option amount billed on her October billWe regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me at the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, [redacted] R Executive Services Associate 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 Thank you for your assistance in resolving this matter.Regards, [redacted]

July 19, [redacted] Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint for [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from the LG Corporation while attempting to address her equipment concernsMs [redacted] stated that she contacted the LG Corporation in an attempt to resolve her equipment concerns regarding her LG Gdevice and received multiple replacement devices on phone number ending in *** We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms [redacted] ’ feedback Sprint has reviewed Ms [redacted] ’ complaintOur records reflect that in June 2015, Ms [redacted] upgraded phone number ending in [redacted] and purchased a LG Gdevice via our Lease programEffective 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/Lease Furthermore, our records reflect that phone number ending in [redacted] was enrolled in Sprint’s Total Equipment Protection program (TEP) planSprint’s Total Equipment Protection (TEP) plan is available to new and existing customersIf the problem with the handset is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the phone will be repaired or replaced at no charge at a Sprint Phone Repair CenterIf the problem with the handset is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, our customers may contact Asurion, the program administrator, to file a claimFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/protectionAdditionally, our records reflect that on July 11, 2016, Ms [redacted] visited our Sprint Service and Repair Center and exchanged the aforementioned LG Gto a Samsung Galaxy SEdge device On July 14, 2016, we spoke with Ms [redacted] regarding her equipment concerns and relayed the aforementioned informationMs [redacted] confirmed that her equipment concerns regarding phone number ending in [redacted] were resolvedMs [redacted] has expressed her satisfaction with Sprint’s efforts to resolve her concernsWe apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with the issues discussed herein, 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, /s/ Chanda L Executive and Regulatory Services Analyst

July 11, 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, Ms [redacted] stated that when she activated her Sprint account, she was advised that after one year of service, she could upgrade her device without penalty She stated that she recently upgraded and was billed ***se cancellation charges and is requesting to pay the cancellations charges, return the upgraded device and cancel her account without penalty In our effort to provide c***r 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 As stated in our Forever Programs, which can be viewed at www.sprint.com/galaxyforever, once eligible, customers may choose to upgrade to the latest iPhone or Samsung models with a new ***se agreement and give back their current eligible device Purchase their new device with monthly installments or one of our 24-month ***sing options and add the Early Upgrade option for $5/monthAfter you have paid the $afor consecutive months, you can turn in your device and upgrade to a new device However, Individual Unlimited Plus Plans have an annual upgrade built in, and after consecutive ***se payments, you can turn in your device and upgrade to a new device via ***se or monthly installmentsAfter upgrade, remaining unbilled installment or ***se payments for giveback device are waivedA device upgrade does not guarantee customer can retain current plan We reviewed Ms***’s complaint and spoke with her on July 7, We advised her of the above information and we confirmed that on June 20, 2017, a credit of $was applied to Ms***’s account to offset the cost of the ***se cancellation charges for her returned device The credit is reflected on Ms***’s July 1, billing statementMs [redacted] expressed her satisfaction that the ***se cancellation charges were credited We appreciate Ms [redacted] taking time to provide details of hers experience with our Customer Care group and lack of professionalism that may have been extended to herWe are continually striving to improve the quality of service provided to our customers P***se be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any misunderstanding that may have occurred If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [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] M*** We appreciate your assistance in bringing our customers concerns to our attention According to the information provided, Ms [redacted] stated that she has a second home that she goes to on the weekend; however, she cannot get Sprint service at that locationShe states she contacted Customer Care and was told that her second home is outside of Sprint coverage For this reason, Ms [redacted] would like to cancel her service and requests that the Early Termination Fees (ETF) associated with her devices be waived We spoke with Ms [redacted] on May 15, 2017, and explained that in order to waive the ETFs due to coverage issues, we require the return of the devices She advised that she only has one of the devices and states that she paid for the device and asks why she should return the devices We explained that the devices were purchased at discounted pricing contingent upon the completion of the associated two-year Subscriber Agreements Therefore, waiver of the ETFs require the return of the devices Ms [redacted] stated that she is not returning her devices and ended the call Our records indicate that Ms [redacted] ported her numbers to another carrier on May 8, As a result, ETFs of $will be assessed to both lines of service as the two-year Subscriber Agreement associated with each line were not fulfilled Although Ms [redacted] stated she is not returning the devices, our offer to credit the ETFs with the return of the devices remains valid through June 15, 2017, should she change her mind We regret any frustration this matter may have caused If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland [redacted] *Executive Services Analyst

Hello ***,Per our conversation I am writing to close my complaint.I initially responded declining the businesses response due to not all the credits they stated the posted we're reflecting on my account at the timeMy new sprint bill dropped and still not all of the credits were postedI tried contacting the person who responded to the complaint but she was unavailable so I spoke to someone else named TinaShe has posted all of my adjustments bringing my now total adjusted to $from these May billing issuesIt's still ridiculous & frustrating this whole process but I want to thank Revdex.com for helping me escalate it because I know without me filing a complaint I would still be going around and around with Sprint.Thank you again and have a great day [redacted] ###-###-####

January 10, 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 of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her inquiry, Ms [redacted] states that she called to cancel her service in December Ms [redacted] states that her account was not cancelled and she continued to receive service chargesShe states that she called several more times requesting cancelation but the account was not canceledAs a result, Ms [redacted] is requesting that we cancel her account, credit the charges incurred and update her credit file We attempted to reach Ms [redacted] via phone and email on December 29, and January and 6, 2017, to speak with her regarding her concern We also sent a letter via US mail on January 6, 2017, requesting that she contact us to address her account concerns As of this date, we have not received a return call from Ms [redacted] We have reviewed our records and confirmed that Ms [redacted] ’s account is cancelled; however, without proper authentication of the account, we are unable to provide our detailed account findings Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that 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 accountTherefore, we invite Ms [redacted] to contact us at the number provided below to further address her concerns We regret any inconvenience that Ms [redacted] may have experienced as a result of these issues Ms [redacted] can reach me by calling Sprint’s Executive and 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, [redacted] Executive Services Analyst

May 24, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # [redacted] , [redacted] [redacted] Sprint Account # XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 3, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’ filing expressed her dissatisfaction that Sprint has not returned her iPhone device, from her previous wireless provider, after she cancelled her Sprint account within the 14-Day Sprint Satisfaction Guarantee return period Ms [redacted] requested that Sprint return her above referenced iPhone device Sprint has reviewed Ms [redacted] ’ complaint We spoke with Ms [redacted] during May On May 19, 2017, Sprint located Ms [redacted] ’ iPhone device via Sprint’s Returns warehouse Please allow up to thirty days for the device to be returned to the Sprint Retail Store location at Dowlen Road Suite Beaumont, Texas Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

March 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] [redacted] - [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] - [redacted] expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, stating that his account was not credited for the Lease Device non-return charge that is reflected on his January invoice although he returned it within the policy return timeframeHe requested that we apply credit to his account to offset the disputed charge We appreciate Mr [redacted] - [redacted] ’s taking the time to provide us with details regarding his 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 regret any misunderstanding that may have occurred related to Mr [redacted] - [redacted] ’s Sprint billingAfter reviewing our records, we confirmed that his device was returned and received in our warehouse on December 13, However, because the device was returned in the “Giveback” envelope instead of the return kit, a $credit was applied towards the cost of the new equipment associated with the upgrade for his line of service ending in in lieu of offsetting the non-return device charge During our March 23, 2017, conversation with Mr [redacted] -Lessage, he indicated his understanding of our explanation but reiterated that this information was not properly explained to him or his spouse prior to returning the previous device and accepting the current device financing options for the referenced line of serviceAlthough the charges are valid, to demonstrate our commitment to excellence, we applied a $credit to Mr [redacted] -Lessage’s account, as a one-time courtesy, to offset the disputed non-return chargeThat credit will be reflected on his next invoice We are pleased to inform you that Mr [redacted] -Lessage accepted our response and is satisfied with the actions taken on his accountIf we can be of further assistance regarding these matters, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Tiffany G Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I want to thank the Revdex.com for their swift response to help me, a consumer, in my time of needI am pleased with the repose and the resolutionThank you

March 21, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Revdex.com Case # [redacted] Sprint Account# xxxxx3562, [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the complaint regarding [redacted] submitted on March 14, Thank you for the opportunity to respondWe at Sprint view customer satisfaction as our priority and therefore regard every issue as critical and important According to the information provided, [redacted] expressed his dissatisfaction with the $Subsidized charge being applied to phone line ending in 6519, after he upgraded his device at discounted pricing in exchange for a two-year Service AgreementAdditionally, [redacted] expressed his dissatisfaction with his employee discount being removed from his account [redacted] requested that Sprint review this matter Sprint has reviewed [redacted] ***’s complaintAccording to our records, on January 7, 2016, [redacted] elected to purchase a device for phone line ending in at discounted pricing in exchange for a two-year Service Agreement, which is scheduled to expire on January 8, For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees In accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, www.sprint.com, we clearly and conspicuously disclosed the Subsidize charge as apart of the purchase processThe Subsidized charge is waived only on devices that are purchased on Lease or Monthly Installment options With regard to the National Value Program (NVP) employee discount, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their NVP employee discount eligibility when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verifyPlease be advised that we received [redacted] ***’s re-validation request on January 21, 2016; unfortunately, we were unable to reapply the employee discount to his account due to his existing rate plan; the $Unlimited plan is a highly discountable plan and is not combinable with the employee discount Our records show on January 13, 2016, Sprint mailed [redacted] a return package to facilitate the return of his deviceAs such, [redacted] returned the device to our Returns warehouse within our Day Satisfaction Guaranteed periodAdditionally, [redacted] contacted Sprint on January 27, 2016, to report that his account was assessed a $Subsidized charge as reflected on his January As a result, Sprint agreed to waive the Subsidized chargesFurthermore, on February 4, 2016, [redacted] ported-out phone line ending in to another wireless service provider, leaving his account closed with a remaining balance of $ We spoke with [redacted] on March 18, 2016, and provided him with our findingsIn an effort to resolve this matter with [redacted] ***, on March 18, 2016, we agreed to apply a total adjustment of $to his account to offset the Subsidized charges reflected on the January invoiceCurrently, his account is closed with a remaining balance of $ [redacted] confirmed that he was satisfied with our resolutionWe apologize for any inconvenience that [redacted] may have experienced while attempting to resolve this matter Sprint regrets any inconvenience that this matter may have caused [redacted] ***If I can be of further assistance, [redacted] may contact me directly at [redacted] Ext***, Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo F Executive Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of service she received when she contacted Sprint requesting a lower monthly price plan and payment arrangements Ms [redacted] stated that she requested multiple payment arrangements and was advised that her services could be interrupted if her bill is not paid in full Ms [redacted] requested Sprint to review her current price plan and offer additional options As stated in our Terms and Conditions of Services, payments are due by the due date indicated on the invoice However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored During our conversation with Ms [redacted] on June 29, 2017, we reviewed the above-information Additionally, we completed a review of Ms***’s current price plan and usage We offered to change her price plan to a lower priced option without unlimited data; however, she declined our offer Ms [redacted] confirmed that her issues have been addressed and resolved to her satisfaction We appreciate Ms***’s taking time to provide details of her experience with our Customer Finance 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 On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms*** If we can be of additional assistance with this concern, she 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, Lori KExecutive Services Analyst

October 21, Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas 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 inquiry of Mr [redacted] that was submitted on October 6, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service he received at that third party retail store while attempting to resolve his device concerns Mr [redacted] further expressed his dissatisfaction with the warranty service not being provided at our third party retail store locationMr [redacted] further stated that the third-party retail store location did not provide him with any assistance to resolve his device concernsMr [redacted] requested that Sprint investigates this matter and respond accordinglySprint has reviewed Mr [redacted] ’s complaint Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyMr [redacted] subscribes to Sprint Total Equipment Protection (TEP) plan on his phone line ending in *** Therefore, if the problem with Mr [redacted] device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Mr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr [redacted] ’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tepSprint spoke with Mr [redacted] on October 18, During that call, Mr [redacted] stated that he was informed by our third party retail store location, that he could not receive service for his Samsung Note device While we regret that Mr [redacted] was misinformed, we have confirmed that he was provided assistance and his device concerns were resolved to his satisfactionWe apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve his device concernsWe trust this letter responds to your inquiry If I may be of further assistance, Mr [redacted] may reach me directly by calling ###-###-####, ext***, Monday through Friday, between 8:a.mand 5:p.m., Eastern TimeSincerely, /s/ MrMonk MrMonkExecutive Services Analyst

July 25, 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] on behalf of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention Ms [redacted] has requested clarification regarding Sprint’s unlocking policies regarding a Samsung Galaxy Sdevice activated on Sprint's network Ms [redacted] has indicated that she would like the device unlocked Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options;the account associated with the device is in good standing;the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; andthe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] referenced device is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device on July 11, If we may be of further assistance with this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

June 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 According to the information provided, Ms [redacted] states that her personal information was used to open a Sprint account, and she received notification regarding payment due for equipment charges Ms [redacted] is denying any business with Sprint using her identity We have made numerous attempts to contact MsGimore, starting with May 26, 30, and June 2, 2017, and via US Mail with a letter sent to her address on file Ms [redacted] has not been available nor has reached out to us to address her concerns We regret any possible frustration this matter may have caused To resolve this matter, we forwarded a package of information to Ms [redacted] ’s address of record for her to complete and return to us at her earliest opportunity Upon receipt, we will investigate the matter thoroughly If fraud is determined, we will take the necessary actions to end the unauthorized activity and apply any appropriate credits to the account to offset unauthorized billing, and we will notify Ms [redacted] promptly of the final outcome On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, she can contact me 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, Linard AExecutive Services Analyst

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of Mr [redacted] The original complaint was served on Sprint on December 27, We regret the circumstances that led Mr [redacted] to contact your office againWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his continued dissatisfaction with the inability have unspecified Sprint devices unlocked for use with another wireless service provider, after satisfying the respective Sprint AgreementsMr [redacted] requested that Sprint review this matter, and provide him with clarification regarding Sprint’s unlocking policies Sprint has reviewed Mr [redacted] ’s complaintPlease note that, unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; • The account associated with the device must be in good standing; • The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and • The device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that the Essential PH-device associated with Mr [redacted] ’s phone number ending in has been unlocked for domestic and international use as of January 29, We spoke with Mr [redacted] on February 7, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, we advised that he may need to reset the factory settings on the device; however, Sprint makes no guarantee that an unlocked device will work on another carrier's networkWhether another carrier will accept and activate a device is subject to that carrier's policies and capabilities We appreciate Mr [redacted] taking time to provide details of his experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, David H Executive Services Analyst

April 12, 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 March 30, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her account concernsMs [redacted] expressed her dissatisfaction with the inability to receive a return kit for the iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] in exchange for an adjustment of the Lease cancellation charges, upon upgrading her deviceMs [redacted] requested that Sprint review this matter and provide her with a return kit for her iPhone 6s Plus Gold 16GB device and adjust her account accordingly Sprint has reviewed Ms***’s complaintOur records reflect that Ms [redacted] activated an iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] via Sprint’s Leasing program on March 3, Please note that effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease After further review of our records, Sprint confirmed that Ms [redacted] contacted our Customer Care group on December 6, 201, to inquire if she could utilize her upgrade eligibility on phone number ending in [redacted] in order to obtain an upgraded device to utilize on phone number ending in ***At that time, Ms [redacted] activated an iPhone Plus Rose 32GB device via Sprint’s Leasing program associated with phone number ending in [redacted] on December 6, Thereafter, Ms [redacted] requested to perform an equipment swap between phone numbers ending in [redacted] and ***, enabling her the ability to activate the the iPhone Plus Rose 32GB device on phone number ending in ***Based on our review, Ms [redacted] activated the iPhone Plus Rose 32GB device on phone number ending in [redacted] before the respective Lease Agreement for the iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] was completed We regret any possible misunderstanding that may have occurred related to the terms of Ms***’s Lease AgreementsUpon obtaining the above referenced devices via Sprint’s Leasing program, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her respective Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s Lease Agreement or other monthly charges on Sprint’s part during the upgrade of her devices We spoke with Ms [redacted] on April 6, to discuss her concern in detail and relay the aforementioned information to herDuring our conversation, we respectfully denied Ms***’s request to return the iPhone 6s Plus Gold 16GB device in exchange for the waiver Lease cancellation charge as well as any adjustment of the billed monthly lease charges associated with the respective Lease Agreement associated with phone number ending in ***We advised Ms [redacted] that in order to provide an amicable resolution and closure for this matter, Sprint agreed to provide a return kit for her iPhone 6s Plus Gold 16GB device in [redacted] in exchange for an adjustment of the Lease Device Purchase Amount chargePlease be advised that all billed and unbilled lease charges associated with the respective Lease Agreement remain valid Ms [redacted] acknowledged the information provided to her and requested that we send a return kit to the address on file to facilitate the return of the iPhone 6s Plus Gold 16GB deviceAs such, we complied with her request and sent a return kit to the address in fileSprint agreed to arrange the return kit and expressed that while regret that Ms [redacted] may Although Ms [redacted] may disagree with the charges assessed to her account, we are confident that all of her issues have been fully addressed and resolved to the best of our ability We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes We 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 Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

January 6, Revdex.com [redacted] Re: Revdex.com File [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on December 20, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with three additional lines and devices ordered on her Sprint account without her authorizationMs [redacted] requested that Sprint review this matter, and provide her with cancellation of the additional lines of services and adjust the erroneous charges Sprint has reviewed Ms***’s complaintWe spoke with Ms [redacted] on January 3, 2017, and advised that our Fraud Management group has investigated the dispute in question and confirmed fraudulent activity on the accountThe two unauthorized lines of services associated with phone numbers ending in [redacted] and [redacted] was cancelled the erroneous charges were adjustedTo prevent the unauthorized activation of another account in Ms***’s name, we have added instructions to our database that will require individuals attempting activation using her personal information to visit a local Sprint Retail Store location for identification verification During our conversation, Ms [redacted] confirmed that these actions have resolved her inquiryAlthough, Sprint sustains that no credit is due, in an effort to provide an amicable resolution and closure for this matter, we offered a one-time courtesy adjustment of $50, which Ms [redacted] acceptedWe appreciate Ms***’s taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize this input to improve our training and processes If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

Tell us why here...July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on July 7, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] filing expressed her dissatisfaction with being assessed monthly recurring charges associated with phone number ending in ***, after she requested the cancellation for the above-referenced phone number on April 10, Ms [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms [redacted] ’s complaintWe spoke with Mr [redacted] , who authenticated the account on behalf of Ms [redacted] on July 21, At that time, we advised Mr [redacted] that we have reviewed the Ms [redacted] ’s monthly billing statements from April through May 2017, and we confirmed that the services were not uti***ed and the account was cancelled as of June 13, As such, an adjustment in the amount of $was applied to Ms [redacted] ’s account to offset the monthly recurring charges associated with the phone number ending in ***Please be advised that Ms [redacted] account is closed with a zero balance We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services