Sprint Corporation

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12262976, [redacted] Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her monthly Sprint charges being higher than the amount quoted to her when she established her services with us and with the level of network service available in areas where she depends on wireless communication She also described unfavorable customer experiences during her attempts to address those concerns Ms [redacted] requested that we allow her to terminate her service without any contractual obligation We regret misunderstanding that may have occurred related to Ms***’s Sprint chargesHowever, based on her chosen rate plan, equipment, and other account options, we have been unable to identify any billing error associated with Ms***’s Sprint account We further regret any difficulty Ms [redacted] may have experienced while attempting to use our services However, as outlined in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, coverage and network connectivity cannot be guaranteed at any location at all times Estimating wireless coverage, signal strength, and data service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections and slower service speeds or may otherwise impact the quality of services With respect, we note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same During our conversation with Ms [redacted] on August 1, 2017, we explained the information outlined above We fully explained her billing, including our advising that she subscribed to a rate price plan that does not qualify for any additional discounts such as the employer-based service discount she referenced We offered to forward Ms***’s network coverage concerns to an advanced technical team for further investigation; however, she declined and reiterated her request that we terminate her services Based on additional information she provided, we honored her request and offered to waive her equipment financing agreement cancellation charges contingent upon the return of her three financed devices to our possession, in undamaged and good working condition, within the next days Ms [redacted] accepted our offer and agreed to follow up with was to arrange for return shipping materials after the repair of one of her three devices but before her current billing cycle ends on August 21, She is aware that our offer is available for her to accept until that date We appreciate Ms***’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experienced as a result of these mattersIf we can be of further assistance with these issues, or when Ms [redacted] is ready to arrange for the return of her three devices, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services 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

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

April 4, 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 her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a billing issue Ms [redacted] stated back in November 2015, she was told by customer service representatives that she is eligible to get a free inch tablet at no cost She further stated she was told she would have to pay $for the data plan for one year only Ms [redacted] advised that she spoke with our customer service group and was informed she has until November before she can cancel the line outAs a result, Ms [redacted] is requesting that we honor what she was told Our records reflect that on November 4, 2015, Ms [redacted] added the tablet line to her account on a 24-month installment billing, and the $monthly charge will be waived for 24-monthsThe agreement was signed by Ms*** During our discussion with Ms [redacted] on March 2017, the information outlined above was explained to herMs [redacted] reiterated her dissatisfaction and that she never saw the agreement, or signed it To demonstrate our commitment to excellence, we offered to adjust the $accelerated charges and also set the tablet line to cancel out by April 6, We also adjusted $as the tablet has not been used in a yearMs [redacted] thanked us for the offer and accepted it We appreciate Ms [redacted] for taking the time to provide us with her experiences with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to 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 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 17, Revdex.com Ward Parkway, Suite Kansas City, MO To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed by Mr [redacted] , on behalf of the account holder, Ms [redacted] *** We appreciate your assistance in once again bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he advises that the tablet was supposed to be free for one year when they signed up for service He advises that he called our Customer Care Department several times and the issue remains unresolved Therefore, he is requesting to cancel all of the lines on the account without being assessed cancellation chargesOur records reflect that Ms [redacted] sher account on December 21, 2015, with two phones and one tablet Additionally, the referenced promotion was targeted to customers who sservice prior to November 18, We regret that this information was not conveyed at the point of sale In an effort to reach an amicable resolution, and waive the $tablet monthly charge for months, we applied credits totaling $to Ms***’s account on May 10, Our offer was accepted and this matter is now resolved We regret any inconvenience Mr [redacted] may have experienced as a result of this matter and appreciate his business If he needs further assistance, Mr [redacted] can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

March 20, 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] stated he canceled his service on February 13, He made a payment of $for the entire account balance on February 22, He indicated he had a new bill for $60.44, but he could not review the details As a result, he is requesting we review this matter and disputing the $balanceWe reviewed Mr***’s account and confirmed he ported out on February 13, We confirmed a payment posted to his account for $ As such, the account is canceled and reflects a zero balance Mr [redacted] can review his invoice dated March 17, 2017, to confirm the zero balance We are unable to identify a billing errorWe regret any inconvenience this matter may have caused Mr*** If Mr [redacted] needs further assistance, 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 TimeSincerely, Ann HExecutive Services Analyst Tell us why here

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

May 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 inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] advised that she terminated her Sprint services one day after activating them due to incorrect pricing information provided to her at the point of sale and expressed her dissatisfaction with our informing her that we would assess restocking fees for the five devices she purchased for those services She requested that she be allowed to return her devices for full refund without being assessed the restocking fees We regret the circumstances that led to Ms [redacted] ’s decision to terminate her newly-activated services with us Unfortunately, the disputed restocking fee will be valid due to the equipment packaging having been opened prior to returnHowever, based on the nature of Ms [redacted] ’s reported concerns and the information she provided relating to her in-store interaction, we applied a $to her account to offset an amount equivalent to the fees, as a courtesy We contacted Ms [redacted] on May 23, 2017, to discuss her reported concerns in detail She authorized us to speak with her son, Mr [redacted] , regarding this matter During our conversation, we informed him of the information outlined above Mr [redacted] indicated that he and his mother would return to the point of sale to complete the return process within the Sprint Satisfaction Guarantee period, which ends June 1, He then indicated his satisfaction with our resolution We appreciate Msand Mr [redacted] ’s taking time to provide details of their experiences with our retail representatives We are continually seeking ways to improve the level of service provided to our customers Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes On behalf of Sprint, I apologize for any inconvenience these matters may have caused If we can be of further assistance with these issues, 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 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Fri, Mar 11, at 11:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Just wanted to inform you that this complaint has been resolved I did receive the credit on my bill Thank you!

[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]

[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 now SPRINT has retaliated against me for raising a complaint with Revdex.com and me trying to escalate against David's rude and threatening behaviourOn my call on 2/with David, he threatened me for taking administrative action against me for reselling my phoneI clarified that I never said I am planning to sell the phone but it was merely an example to make him understand as why the phone needs to be FED cleanSince he threatened me for wrongly accusing me for selling my phone, I asked him to connect me to his ManagerInstead of letting me speak to his manager, he retaliated by getting my account closed.FYI - I went through entre T&Cs and my contract with SPRINT, and there is no T&Cs which says I cannot sell my PAID OFF phoneI went through SPRINT “General Terms and Conditions of Service, Effective November 1, 2016” which clearly states a consumer cannot traor resell without fulfilling financial and contractual agreementAnd I did pay off on 12/Thus Sprint violated their own T&Cs and closed my account as a retaliation for merely raising this Revdex.com request and asking to speak to David's supervisor I did port out my numbers as asked in the letter of termination sent to me, however I would like this Revdex.com complaint to be open to the public where fighting for my right, people like David and Vanessa disregard their own T&Cs and policies and violate their own contracts and mis treat customersSPRINT has done a big wrong against me by wrong fully terminating my serviceThe reason cited 'selling my phone' is part of their irregularities identified by their legal team it self proves that their Legal team took an illegal step as I have NOT violated any such termNeither I have sold my phone, not I had an intent to sell and moreover these device are paid-off and I own it, and Sprint does not have any T&Cs preventing us from doing whatever we want for those devices which we ownThis was also confirmed by Sprint customer service reps and Sprint Community Manager as wellI wonder how Vanessa and their Legal Deptfound my intent to sell as a violation? Thanks Regards, [redacted]

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

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

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] , submitted on May 20, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s complaint, she states that she has been overcharged on her billFurthermore, she states that she had an unfavorable customer experience while attempting to address receiving inadequate service on her Sprint device while on network, dropped calls, and billed chargesMs [redacted] is requesting that her account reflect a zero balance as she feels she does not owe any more money to Sprint We apologize for any misunderstanding that may have occurred regarding her billingWe spoke with Ms [redacted] on May 26, 2017, regarding her concernsAfter review of billing statements from December through May 2017, we explained to Ms [redacted] that she has not been overcharged and that the balance due on May 30, 2017, to account XXXXX [redacted] in the amount of $is for services rendered from April 7, to May 6, The June billing statement has since been generated and there is a current balance to the account in the amount of $384.43, In response to Ms [redacted] ’s service issues, Sprint regrets that Ms [redacted] is experiencing intermittent service issuesSprint monitors its network consistently to ensure customers have an optimal wireless experienceWhen the experience falls below our and our customers’ expectations, we take notice and take actionWe offered to engage our network engineers to determine any impairment to network or service; however, we were unable to obtain additional information needed to further investigateShould Ms [redacted] require further assistance regarding this matter she can contact our office directly at her earliest opportunity If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services 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

June 26, Revdex.com [redacted] Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, [redacted] Sprint Account XXXXX[redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] We appreciate your assi***ce in bringing our customers’ concerns to our attention and regret the circum***ces that led to Mr [redacted] ’ contacting your agency once again In his rebuttal, Mr [redacted] expressed his dissatisfaction with his inability to speak directly with us to address the concerns outlined in his initial filing, in which he stated that he was not satisfied with Sprint’s data speeds and network performance in his area Because that issue led to his porting his mobile number from our network to another service provider, he requested that Sprint credit the device-related cancelation charges assessed to his Sprint account During our June 22, 2017, conversation with Mr [redacted] , we explained that we regret that his experience with our services fell short of his wireless communication needs and expectations We also informed him that we con***tly 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 and that we have no record of any recent network outages or alarms in his area that would lead to the concerns he described Our records reflect that Mr [redacted] upgraded the device associated with his referenced wireless line of service on July 1, 2016, via our Installment Billing Agreement (IBA) option Because he did not fulfil the terms of the agreement, we assessed accelerated equipment charges totaling $to his account when he ported his mobile number to another provider We further explained to Mr [redacted] that those charges are valid based on the terms of his accepted device agreement However, although we are unable to identify any error on the part of Sprint in this matter, we offered to credit the disputed charges associated with his IBA contingent upon the return of his corresponding equipment in good working condition to our possession Mr [redacted] accepted our offer, and we have confirmed our receipt of his device As a result, we applied credits totaling $to his account to offset the disputed charges as agreed, leaving his account in finalized status with a zero balanceMr [redacted] expressed his satisfaction with our resolution We regret the loss of Mr [redacted] ’ business If we can be of further assi***ce with this concern, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

Tell us why here...October 12, 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’ concern to our attention In the information provided, Mr [redacted] stated that he requested cancellation of the service on his Sprint account over a month agoHe stated that he received an invoice and remitted payment of $and again requested cancellation of his Sprint accountMr [redacted] stated that he has since received an invoice totaling $He requested Sprint refund his last payment and cancel his account We contacted Mr [redacted] to discuss the concerns outlined aboveWe advised that we were unable to locate a prior cancellation request although we show record that he previously called to inquire about cancelling his Sprint accountAlthough we show no cancellation request, we reviewed Mr***’s Sprint account and confirmed no usage on the account for the last two billing periodsAs a result, in Sprint’s effort to reach an amicable resolution due to any possible misunderstanding regarding Mr***’s prior request to terminate his service, we credited the final invoice, as well as the noted payment of $We advised Mr [redacted] that he would receive a refund check within to days for $Mr***’s Sprint account is now in final status with a zero balance We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this matter, he may 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, Twana [redacted] Executive Services Analyst