Sprint Corporation

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] K [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] K***, submitted on May 25, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Mrs [redacted] stated that her husband, who is an authorized subscriber, had an unfavorable customer service experience while attempting to address his defective device concernsMrs [redacted] stated that on April 14, 2017, her husband visited a local Sprint Retail and Service Repair Center Store locations to address his defective device concernsHowever, he activated three new lines of service associated with phone numbers ending in ***, [redacted] and [redacted] via Sprint’s Monthly Installment Billing programMrs [redacted] further stated that Mr [redacted] advised her that he was unaware of the Monthly Installment Billing Agreements and that the three Samsung Galaxy Jdevices were in his possessionAs such, Mrs [redacted] stated that on April 17, 2017, she visited the aforementioned location along with her husband and attempted to resolve their sales concernsMrs [redacted] stated that the sales representative advised her that the three devices were activated via Sprint’s Samsung Galaxy J promotional offer, in which each device would receive a monthly credit equivalent to its Monthly Installment Billing charge for the tenure of the aforementioned termTherefore, she did not return or cancel the aforementioned linesHowever, several weeks later she received a billing statement reflecting a $past due and account balance totaling $As such, May 2017, Mrs [redacted] stated that she contacted Sprint to dispute the aforementioned billing statementFurthermore, Mrs [redacted] stated that she advised Sprint that the Sprint Retail and Service Repair Center Store locations advised them that they were giving them a free Otterbox accessory, for his new phone; however, he was charged for the accessoryMrs [redacted] requested that Sprint review this matter, cancel and waive the Monthly Installment Billing Agreements on phone numbers ending in ***, [redacted] and ***, apply an adjustment on her account and respond accordingly Sprint has reviewed Mrs***’s complaintAs per the signed Service and Monthly Installment Billing Agreements on file, our records reflect that on April 14, 2017, Mr [redacted] visited a Sprint Retail Store location and purchased and activated three Samsung Galaxy Jdevices associated with phone numbers ending in ***, [redacted] and [redacted] via our Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Please be advised that our Samsung Galaxy Jdevice promotional offer provides our customers to purchase and activate up to devices via our Monthly Installment Billing program and receive a monthly service credit equivalent to the monthly installment billing charge, for the tenure of the selected termFurthermore, our records do not reflect that on April 14, 2017, Mr [redacted] attempted to service his device associated with phone number ending in ***However, our records reflect that he upgraded and purchased a Samsung Galaxy Jdevice associated with phone number ending in [redacted] via our Monthly Installment Billing program On April 17, 2017, our records indicate that Mrand Mrs [redacted] visited our Retail and Service Repair Center Store location and enrolled in our Total Equipment Protection program (TEP) on phone number ending in ***Mrs [redacted] also enrolled the aforementioned phone number in our Unlimited Freedom price planAdditionally, she changed her billing cycle end date from the 2nd to the 6th of each monthAlso, phone numbers ending in ***, [redacted] and [redacted] remained active on her account Furthermore, our records reflect that Mrs [redacted] contacted Sprint and spoke with our management team on May 12th, 15th, 16th, 22nd and 24th of 2017, regarding her sales and billing related concernsAs such, Sprint was unable to confirm any sales or billing related errorsAdditionally, on May 22, 2017, we explained to Mrs [redacted] that her May billing statement reflecting a balance due totaling $is based on pro-rated monthly recurring charges from April 14th through May 6th on phone numbers ending in ***, [redacted] and [redacted] while enrolled in the limited Data price planAdditionally, the monthly recurring charges, plus Monthly Installment Billing charges associated with phone numbers ending in ***, [redacted] and [redacted] were pro-rated from May 3rd through May 6th of 2017, based on her billing cycle date changeTherefore, her May billing statement reflected an account balance totaling $Based on a review of Mr***’s signed Service Agreement, we are unable to confirm any sales related errors We spoke with Mrs [redacted] on May 30th and June 6th of 2017, and relayed the aforementioned information to herWe further confirmed that based on a review of the signed Service and Monthly Installment Billing Agreements, we are unable to confirm any sales or billing related errorsAlthough no sales or billing related errors were confirmed, in an effort to further resolve Mrs***’s account concerns, we offered to cancel phone numbers ending in ***, [redacted] and [redacted] and apply an adjustment totaling $to offset a portion of her Monthly Installment Billing cancellation chargesMrs [redacted] is aware that the aforementioned offer is valid until June 20, Should she choose to accept the aforementioned offer, we encourage her to contact the undersigned by June 20, Mrs [redacted] has expressed her understanding of the information relayed to her We regret any inconvenience this matter may have caused Mrs***If we can be of further assistance with this issue, Mrs [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst

[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 really not satisfactory to me Even though they "fixed" the issue they say, the horrible customer service was never really addressedIt was swept under the rug as usualThey did not really offer me anything even due to the errors that they made on my accountNothing was really ever done as far as them illegally transferring a phone from my account to another account without my knowledge or permission Regards, [redacted] ***

February 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Account XXXXX6371, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms [redacted] stated that she is still being charged a $Subsidized Phone Charge Ms [redacted] requested Sprint remove the $Subsidized Phone Charge and apply credits to offset those charges 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 website 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 Ms [redacted] selected one of our unlimited promotional price plans which include an additional $monthly Subsidized Phone Charge per line which is billed when a discounted device is activated on phone lines with this service plan Customers can find the full details of this plan as well as all of our current plans at www.sprint.com During our conversation with Ms [redacted] on February 9, 2018, we explained that on January 3, 2018, an attempt to remove the $Subsidized Phone Charge resulted in a systematic addition of the $Subsidized Phone Charge being applied back to line ending in on January 4, As a result, she was billed prorated and advance charges which reflect on her January 26, 2018, invoiceWe have confirmed that the prorated and advance $Subsidized Phone Charge have been adjusted in full which the credits will reflect on her February 26, invoiceAlthough we sustain that the charges are valid, we offered to apply service credits totaling $per month to offset the Subsidized Phone Charges assessed to telephone number ending through May Ms [redacted] confirmed she had no other concerns We regret any inconvenience this matter may have causedIf we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive 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

Good morning, This complaint has been resolvedSprint has credited me $& will continue to credit me for all three phones until they are paid offThank you!!

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

The leopard will NEVER change it's spotsPoor response and service reign...Done with Sprint's opinions that they handled my concerns appropriatly...Will take every opportunity to dissuade others from using this poor excuse of a company 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]

[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 [redacted] , at Sprint, was prompt to reach out to me and she was a strong communicator She listened patiently to my issue and sought to remedy it quickly She kept me posted via Email and phone I am pleased with the courteous response & complete follow through of both [redacted] at SprintI also very much appreciate the response & commitment from the Revdex.com (Revdex.com), which is a continued source of reliability & advocacy for the consumer Regards, [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

April 27, 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 Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the complaint, Ms [redacted] indicates in September she purchased a Samsung Note and Samsung SEdge under a Buy One Get One (BOGO) promotion A few weeks later, she returned the Samsung Note per a manufacturer’s recall and exchanged it for a Samsung SEdge; however, she is not receiving the BOGO promotion As a result, she is requesting we review this matter We reviewed Ms***’s account and confirmed she purchased a Samsung SEdge and Samsung Note via our equipment installment option on August 27, On September 13, 2016, the Samsung Note was returned and the second Samsung SEdge was purchased Because Ms [redacted] did meet the terms of the noted promotion, we issued a credit of $to Ms***’s account on April 25, 2017, to offset the full Samsung SEdge device cost Unfortunately, we are unable to add the aforementioned promotion to her account because it is now expired Going forward, Ms [redacted] will be assessed two equipment installment charges but we provided her the full credit upfront Accordingly, she will need to continue to remit her monthly payment for both devices If Ms [redacted] has further concerns about the above issue, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

AM GOING TO TRY AGAIN I JUST WANTED TO GET IT ICORRECTED AND WHEN Ii DID I WAS ONLY GREETED WITH EXECUTIVE SERVICE EMPLOYEES NAMELY A CHARITY H. I STILL HAVE EACH AND EVERY EMAIL TEXT RECORDED CALLS AND FRAUDULENT LETTERS
ALONG WITH AND INCLUDES ALL OF MY BANK STATEMENTS BILLING EMAILS COUNTLESS REQUESTS FOR SIMPLE MATH AND UNDERSTANDING BE DOWN INSTEAD I WAS HANDED THREATS AND ITS THE SYSTEM EXCUSES AND LAST BUT NOT LEAST TOLD SINCE I DID NOT AGREE WITH THE CREDIT IHAD ALREADY GOTTEN OR THE FACT THAT I WOULD NOT BE RECEIVING ANY MORE,EVEN THOUGH MY ACCOUNT STILL HAD NOT BEEN CORRECTED AND THE SO CREDIT I WAS GIVEN AMOUNTED TO A RETURN OF JUST TWO OF MY BILL OVER CHARGE PAYMENTS I MADE. THAT SPRINT WAS NOT ONLY GOING TO CANCEL MY ACCOUNT I WAS ALSO BANNED FROM DOING BUSINESS WITH ANY AND ALL OF SPRINTS AFFILIATES
ALL OF THIS WAS IN A LETTER SPRINT LETTER HEAD AND UNSIGNED!
ALSO BELOW ARE JUST A FEW OF THE MANY THINGS I HAVE NOT HAD CORRECTED
F.Y.I. I'M WITH T-MOBILE AND ASSURANCE
SPRINT AFFILIATES

[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: I went to the store an was had to spend About a $due to the fact of me getting a new phone I did not want to get a new phone but in order for me to get a new phone I had to get a case.I also feel because it in convenience and this has also took over the course of a couple years with the back-and-forth my activation fee should have been waived.Also due to the fact that I'm a reliable customer and I've been with Sprint since I should it got some compensation on On glass protection on a case for my phone I should have been compensated had that happen then I would have been satisfied with the outcome of the situation Regards, [redacted] ***

October 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tonya [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of MsTonya *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated she was billed $for early termination fee (ETF) for a device she already paid for, and also an extra $a month for the deviceShe also stated she returned a device and her account was not credited for the deviceAs a result of this matter, she states her account has been turned over to collections, and she is requesting assistance We regret any frustration that Ms [redacted] may have experienced in the process of trying to get her issue resolved Our records reflect that on March 29, 2017, Ms [redacted] spoke with our customer service representatives as the payment she made was for the remaining lease balance for line ###-###-####; however, the payment applied towards her account balance We also confirmed she made a payment of $424.88; however, the lease was not cancelled until May 19, 2017, and she incurred the lease cancellation charge and an end of lease (EOL) charge of $We also confirmed Ms [redacted] was not billed for the returned device During our October 12, 2017, conversation with Ms [redacted] the information outlined above was explained to her Ms [redacted] reiterated her dissatisfaction as she was never informed about any additional chargesTo demonstrate our commitment to excellence, we adjusted the $lease charge Ms [redacted] confirmed that this issue has been resolved 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 her input to improve our customer service training and processes We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this matter, Ms [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

December 5, 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 inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s complaint, she returned an iPhone 6s Plus device shortly after upgrading to the iPhone 7; however, she has not yet received credit for the accelerated charges associated with the iPhone As a result, Ms [redacted] is requesting that her account be immediately adjusted to prevent further collection efforts She also expressed her dissatisfaction with the level of service she received We regret the circumstances that prompted Ms [redacted] ’s complaint We spoke with Ms [redacted] and explained that the iPhone 6s Plus device (ESN [redacted] ) has not been received in our warehouse As a result, her account was not adjusted for the accelerated charges Because Ms [redacted] advised that she returned the device in October 2016, and we have verified that it has not been received in our warehouse, we can only surmise that the device was lost or stolen in transit Although we do not normally apply credits for devices that have not been returned to Sprint, as a goodwill gesture, we adjusted all accelerated charges associated with the iPhone 6s Plus device We also placed the device on Sprint’s negative file based on its missing status We appreciate Ms [redacted] for taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We thank Ms [redacted] for being a valued Sprint customer and apologize for any inconvenience this matter may have caused her If she needs further assistance with this matter, she can reach me toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

Complaint: [redacted] I am rejecting this response because:No attempt was made to verify that the offer was madeThe representative was told I have communicated with the store that made the offer and was told they would issue a check for the full retail value of the iPhone by the district manager BeauThis is proof that they are not denying the offer was madeI have detailed notes on the communications made at the store level and not once was the claim that the offer was not made by Kat and accepted by me in NovemberFollow up attempts at the store level I was told by Beau that they said they were going to issue the check but have not and the "Back Office" have not updated him on the situationThis was weeks ago and my patience has run outI am going to start by filing a lawsuit against Maycom Communications, owner of the Lake Mary FL storeIf I am unsatisfied with the outcome of the above mention litigation, I will file suite against Sprint Corporate.This is yet another example of the lack of comprehension of the issue by the representative assigned to this case.Quite frankly, I think she is exhibiting the symptoms of a drug and or alcohol problem Regards, Douglas F [redacted]

Tell us why here April 26, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] , an authorized account user on Ms [redacted] ’s Sprint account We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that, although he contacted us to cancel a pre-authorized payment one day before it was scheduled, we still processed that payment, causing his bank account to become overdrawn and incurring a $non-sufficient funds (NSF) fee Mr [redacted] requested that we provide reimbursement for that fee We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s payment processingUnfortunately, our attempts to contact the account holder, Ms [redacted] , via telephone and e-mail on April 13, and 24, 2017, to discuss Mr [redacted] ’s reported concerns related to her Sprint account were unsuccessful We also mailed a letter to Ms [redacted] at her address on file on April 24, 2017, acknowledging our receipt of Mr [redacted] ’s inquiry and advising that we needed to speak with her directly in order to proceed with our investigation To date, she has not yet responded to usAlthough we were unable to speak with Ms [redacted] , we reviewed her account Our records reflect that Mr [redacted] contacted our Customer Care department on April 3, 2017, to cancel the disputed payment, which had previously been authorized to process on April 4, 2017, during a payment arrangement Regrettably, his payment arrangement was not canceled in time to prevent the pre-authorized payment from processing; however, the payment was returned to his bank on the same dayTo resolve this matter, we will be happy to apply credits to Ms [redacted] ’s Sprint account to offset up to two documented NSF fees resulting from the above-referenced payment, for a maximum value of up to $ However, we will need to speak with her directly to take that action Our offer remains available to her for days from the date of this responseWe believe that we can fully address Mr [redacted] ’s reported concerns, and we look forward to having the opportunity to do so As such, if those concerns remain unresolved, we invite the account holder, Ms [redacted] , to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

[To assist us in bringing this m***er 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: I have never leased a phone in my life, why would I pay for a phone to be leased and at the end of the contact have nothing to show for all my payments? No phone just payments for two year I would like a copy of my signed lease agreementThe representative was deceitful on all levels of this supposed contractI would like a copy all the singed documentation on this accountLike I said before the sales person, took my iphone 5s and iphone 6S and we were told we would get a gift card per phoneWhich at the end of our hour ordealthey ported our numbers from [redacted] took our phones and now I am being billed for phonesI would have kept what I had since I ended not getting a dime for themSprint stole my phones is how I look at I would like for Sprint to let me out my supposed contract term so I can go back to ***My service has been horrible with Sprint, billing practices are fraudulent and know one seems to be held accountableI called the same night I made the move from [redacted] to Sprint to find out how to get my phones back and go back to [redacted] was told not possibleWell now I hear from others that I should have been able to go to [redacted] two weekIs this correct? Regards, [redacted]

Tell us why here...July 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 complaintWe appreciate your assistance in bringing our customers’ concerns to our attention Mr [redacted] filing expressed his dissatisfaction with the purchase price of the Galaxy Note being reduced to $after he purchased his Galaxy Note at $days priorMr [redacted] requested that Sprint review this matter and respond accordingly 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 informationAs stated promotions are limited and are subject to change at any timeIn 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 We have contacted Mr***, an end-user on the account, on July 11, and informed him of the above informationAlthough no credit is due, as a onetime courtesy, we offered to credit the account for the price difference if he purchases a second Galaxy Note Mr [redacted] accepted the offerThis offer will remain valid for a period of days from the date of this responseMr [redacted] agreed to contact our offices directly upon purchase and activation of the device We regret any inconvenience this matter may have causedIf we may be of further assistance, Mr [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 Time Sincerely, /s/ Dar-Sheen LMays Dar-Sheen LMays Executive Services Analyst

March 14, 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] indicates he was leasing an iPhone and was eligible to upgrade He upgraded to an iPhone and was advised he would not be responsible for the remaining lease balance on the iPhone He stated we unlocked the iPhone and he gave it to somebody else to use He received a bill higher than and was advised he was assessed a fee for not returning the leased iPhone As a result, he is requesting we review this matter We reviewed Mr [redacted] ’s account and confirmed phone number ending [redacted] purchased a device via a month lease agreement on the iPhone Forever program on October 24, The device lease agreement requires the completion of monthly lease installment payments or pay-off of the lease early before an upgrade can occur to the next generation iPhone In addition, the customer has an option to return the device in good condition or they can keep the device and pay the End of Lease (EOL) fee Mr [redacted] did not return the device and was assessed a lease cancellation fee and EOL fee These are valid chargeTo resolve this matter, we sent Mr [redacted] a prepaid envelope to facilitate the return of the iPhone When the device is received in our warehouse and it is in good condition, we will credit the lease cancellation and EOL fees totaling $ We ask that the return transaction be completed no later than April 3, We regret any frustration this matter may have caused If Mr [redacted] has further account concerns, 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

May 2, 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 from our retail and customer care representatives while trying to resolve a billing issue Ms [redacted] advised that when she renewed her agreement, she was told her bill would be $312, plus tax However, her bill is coming up to around $475, and that was not what she was quotedMs [redacted] is requesting we credit the extra charges Our record reflects that our Sprint Mexico and More minute plan was removed from line [redacted] on December 21, This resulted in her to incur international charges, when she called [redacted] It was added back on April 14, Additionally, we adjusted the overages charges totaling $ During our discussion with Ms [redacted] on April 25, 2017, the information outlined above was explained to herMs [redacted] thanked us for our help We appreciate Ms [redacted] for taking time to provide details of her experience with our retail and customer care representativesWe 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 Ms [redacted] ’s issue is resolvedIf 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 ***lyst Tell us why here