Sprint Corporation

January 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: We appreciate your assistance in bringing the billing concern of Ms [redacted] to our attentionWe apologize for any inconvenience that she may have experienced in this matter According to the information provided in the complaint, Ms [redacted] stated that her business discount was not reflected on the first invoice generated on her accountOur records indicate that the above-referenced discount is reflected on her second account invoice per our Terms and Conditions of Service advising that the discount can take up to two billing cycles to reflectIn order to reach an amicable resolution in this matter, we advised her that we applied $in account credits to equal the amount of the discount for one monthThe credit includes includes taxes, applicable fees, and surchargesMs [redacted] stated that her concern is resolved If Ms [redacted] needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 10:a.mand 6:p.m., Central Time Sincerely, [redacted] S Executive Services Analyst

April 19, 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 Mr [redacted] regarding his Sprint account We appreciate your assistance in bringing our customer’s concern to our attention In his inquiry, Mr [redacted] reported that he is only receiving one of the four promotional credits of $per month for months that he is entitled to He also expressed his dissatisfaction with the difficulty he experienced while attempting to address this matter with Sprint and [redacted] *** We spoke with Mr [redacted] , and addressed his concerns We confirmed that he was eligible for the [redacted] promotion to return his existing devices and receive a monthly credit of $off the price of his new iPhone devices for months while he completed his Installment Billing (IB) agreement However, his registration for the promotion and the prepaid labels to process the required trade in of his existing equipment was processed under only one phone number instead of each of the four numbers separately Therefore, he is receiving the monthly credit for his phone line ending [redacted] under which the registration was completed; however, our system is unable to apply the credits for the other three phone lines that did not have a registration completed Due to his loyal years of patronage with Sprint and as a one-time courtesy, we have agreed to apply the credits manually as a full resolution of his concerns We applied one credit of $to his account in March 2017, and four credits of $in April 2017, to offset the first five equipment charges that were assessed We will apply monthly credits of $until we are able to apply a one-time lump sum of the credit for the remaining months in his IB agreement Mr [redacted] stated that he accepts this action as full resolution of his concerns We apologized for any inconvenience that this matter may have caused Mr [redacted] If I may be of further assistance with this matter, Mr [redacted] can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive 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 [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]

[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 meTwana was extremely helpful, had a great attitude, and gave information not previously provided to us by other Sprint associates 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: you find information regarding things that make sprint seem not at full, but skip over vital information that proves my caseCan you PLEASE explain when sprint ever notified me of charged on the account? When we actively had Sprint, we had our bill emailedWhy did we never receive an email stating we were still being billed? Secondly, after the first call to cancel the contract, the rep cancelled the rest of the balance on the phonesI know that is in the notes, a customer service rep told me they found it, so I am sure you can tooWe were told BY YOUR REPRESENTATIVES that the account would close in hoursThey did not say the installment billing would start againYour employees failed to do their job and Sprint refuses to take responsibilityPeriod! And as far as the service usuage goes, as mentioned per our phone call, we gave the phones to our little siblings as play phones who were under the impression that they were using wifiSprint is terrible money hungry irresponsible thievesOnce again, we will contact our lawyer and take this to courtWe will have this removed from my credit Regards, [redacted]

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]

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

November 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken to receive a device that he initially ordered from us as an upgrade on September 6, 2016, citing that one of the two devices delivered to one of our retail locations to fulfill his equipment order was incorrect but that the retail team has not been able to resolve that matter Due to his frustration with the level of customer service he received from our representatives during his attempts to address his device concerns, he requested that we provide an iPhone Plus device to him and offset the pending $equipment charge We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail employees and regret that the level of service he received was not indicative of the world-class service we strive to provide With the information in his account, we were able to identify the employees who processed his device order and have been involved with his attempts to resolve that concern Mr [redacted] ’s feedback has been forwarded to the appropriate management tea, empowered to make changes in this area We further regret any delay in correcting the device order issues referenced in Mr [redacted] ’s inquiry We forwarded his report to the area and district managers of the noted retail location for further review and resolution on October 19, In partnership with that management team, we updated Mr [redacted] ’s account to allow for an immediate upgrade to the device of his choosing for his referenced line of service ending on October 25, In addition, on November 4, 2016, we cancelled his current device lease and applied credits to his account to offset the resultant Lease Cancellation charges totaling $ During our November 4, 2016, discussion with Mr [redacted] , we explained the information outlined above We further explained that, as a result, he can purchase an iPhone Plus device, or any other device model, at any of our retail locations at his convenience We further explained that, due to the above-noted lease cancellation and account credits, he will be required to surrender his current iPhone 6S device to the retail location at the time of the device upgrade Mr [redacted] agreed but advised that he was travelling We identified a retail location in his area that had an iPhone Plus device in stock and provided a specific employee’s name for him to contact when he arrived at the retail store to complete the device upgrade Mr [redacted] indicated his understanding of that information but expressed additional concerns with his account unrelated to this filing As further demonstration of our commitment to excellence, we addressed those concerns fully Mr [redacted] then indicated his complete satisfaction with the actions taken by us We are pleased to confirm that Mr [redacted] completed the equipment upgrade and activated his new iPhone Plus device to his account on November 4, Due to the delay in bringing his equipment issues to resolution, we applied a credit of $to his account to bring the because due on his Sprint account current On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr [redacted] , and we appreciate his patience as we worked together to bring his concerns to complete resolution If we can be of further assistance with these issues, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell [redacted] **Executive Services 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the efforts [redacted] showed to resolve the issueThe customer service she showed me was an example of how true customer service should be everyday [redacted] made every attempt to make sure I was satisfied as a customer and that I remained a customer of SprintI really mattered to [redacted] and it is because of her compassion and concern as representative that ensures me Sprint values loyal customers like myselfI hope to continue service with Spirit and experience great customer service from trained representatives Regards, [redacted]

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

Good afternoon! I just wanted to inform you that Sprint just called me and stated that they understood that I have weak coverage at my house and that they are waiving the $Early Termination FeeThank you so much for taking care of this matter for me.I am yrs old and this is the first time that I had to resort to notifying the Revdex.comThat you very much for taking the time to protect us for what is right!Have a wonderful day! [redacted]

Tell us why here...April 17, 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 complaint of [redacted] M [redacted] submitted on March 23, We appreciate your assistance in bringing our customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with experiencing problems with the device associated with phone number ending in ***Mr [redacted] advised that he visited a local Authorized Service and Repair Center location to have the screen on his device repaired by our Retail Store technicianHowever, he stated that our Retail Store technician was unable to repair the screen on his device and was informed that Asurion would cover the cost of the repairSubsequently, he contacted Sprint and was advised that he would be required to pay a $deductibleMr [redacted] further expressed his concerns with being billed for services that he was unable to utilize due to his device being defectiveLastly, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterMr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP 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 warranty Mr [redacted] subscribes to the Sprint Total Equipment Protection (TEP) plan on his phone line ending in ***Therefore, if the problems 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 visitsMr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problems with Mr [redacted] device are covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We communicated with Mr [redacted] via email in April 2017, and discussed his concernsAt that time, we offered to assist Mr [redacted] with the nonrefundable deductible if he elects to file an insurance claim with our program administrator, AsurionWe have also offered to apply an adjustment of $to his account to offset the monthly recurring charges for the months he was unable to utilize the service with SprintAs of today, Mr [redacted] have not confirmed acceptance of our proposed offersShould Mr [redacted] wish to accept our proposed offers, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf 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 Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

Executive & Regulatory Services P.OBox Irving, TX April 20, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that someone is accessing her account, making changes to her service plan, and locking her out of her online account Ms [redacted] has requested that someone review her concern and ensure she not being overcharged Our records reflect that on February 23, 2017, Ms [redacted] added the line of service ending [redacted] to her account On February 27, 2017, fraudulently activity was reported for the additional line of service, which Ms [redacted] promptly refuted However, because fraud was reported, the line of service was temporarily suspended and restored on February 28, Ms [redacted] was required to revalidate her account authenticity We regret that this matter has led to Ms***’s decision to cancel the line of service ending *** However, as a courtesy, we applied a $credit to her account to offset the charges associated with the line of service ending *** Furthermore, during our conversation with Ms [redacted] today, we agreed to waive the associated Lease Cancellation and Device purchase charges contingent upon the return of her associated device If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

Tell us w July 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that his fiancé contacted our Customer Care department to add his name to her account He further stated that our representative asked her to verify his name, address, and security information thinking that she could add his name to her account However, when he visited one our retail stores he was advised that this process must be completed online Mr [redacted] stated that our representative did not provide this information Moreover, he stated that he wanted to cancel his services and our representatives offered him a $credit if he returned his device; however, he owns his device As a result, Mr [redacted] requested that we allow him to cancel his services without incurring any cancellation fees We regret any possible misunderstanding that may have occurred regarding this matter Our records reflect that Mr [redacted] purchased his device on July 3, 2016, at a subsidized price with his acceptance of a two-year service agreement As a result, he has a valid service agreement on his account until July 3, During our conversation with Mr [redacted] on July 5, 2017, we advised him that a transfer of ownership can be done online or at one of our retail stores He stated that he was just adding his name to his fiancé’s account and that he provided his information to her Further, he reiterated his dissatisfaction because our representative did not advise them that this process could be done online Although we did not find a Sprint billing error regarding this matter, as a goodwill gesture, we offered Mr [redacted] a $credit to offset his remaining valid monthly service charges since a $was applied to his account on June 23, 2017, to offset another portion of his charges Mr [redacted] declined We respectfully declined to waive Mr***’s $Early Termination Fee because he stated that he sold his device to his current service provider and the fee is valid We appreciate Mr***’s taking time to provide details of his experience with our retail 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 If we can be of further assistance with these concerns, Mr [redacted] can 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 hy here

[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]

[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: Today on January 30th at on the phone with sprint and the Interaction id is ( [redacted] ) ( id # Kris) As I stated previously I was in the store on August 28th which is notated on the account showing I paid $for a replacement charging port as well as being in the store on the 26, of August This is the repair that Sprint refixed on my phone without my knowlege and didnt have me sign off to give permission to do the repair, then the culver city store held my phone randsome intill I paid for the same repair a second timeI had to argue with the manger to get my phone back Then they told me the issue was I needed to upgrade my phone and they also tried to tell me the repair was faulty because I didnt take care of my phonewhich is in a full wallet case with a glass cover They used a sellig tactic to try to get me to purchase a new phone So, I was also stuck in the store and addiditioanl two hours trying to get the phone back They also told me they didnt need to have me sign off to do the repairAlso, I had to argue to get them to look on the computer to get them to find the reapir I paid forwhich they eventually did So, I ave just asked sprint again to send the info on the repairs and the dates of me being in the store to the office of the ceo and meshe stated she couldnt send them to me I dont understand why office of the ceo coulnt find the record of me being in the store on the 26th, 27th and 28thI confirmed it In addition, this is when I was having major techinal problems due ot the fault repair at sprint and my service and internet were not working properly which I reported numerous times, and this is why they aslo agreed to put me in the $doller a month plan Also, Spring refused to unlock my phone when I own them both outrightone I havent had on the account in over a year and a half which I own, and they wont unclock itI wasnt even using it on the accountAgain, disputing the charges, and sprint is unprofessional they send you into a machine and not take your cal.l Regards, [redacted]

March 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX3453, [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’ concerns to our attention According to the information provided, Mr [redacted] is requesting clarification on Sprint’s unlock policies and to unlock a Samsung Galaxy SPlus He is also asking to get a refund for the amount paid to own his device “Unlocking” is a general term that refers to one or more types of device unlocking MSL 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 network Unlocking 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 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 our unlocking protocol is available on our website at (insert web link) 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 The device has been active on the Sprint network, currently or in the past, for a minimum of days We spoke with Mr [redacted] on March 10, 2018, regarding his concernsAt that time, Mr [redacted] advised he no longer had a Sprint SIM but he agreed to go to a Sprint store and get one so that we could resubmit an unlock request for the deviceMr [redacted] inquired about getting refunded for paying off the deviceTo accommodate Mr [redacted] ’ request, we offered to have him send back the device so that we could process a refund request for the device paymentHowever, Mr [redacted] declined to return the device After a week of being unable to reach Mr [redacted] , he reached out and advised he had not being able to get a SIM card and he is looking for us to refund the amount he paid for the device without returning itAt this time we have advised Mr [redacted] we respectfully decline his refund request without the return of the device We appreciate Mr [redacted] for taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’ feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Tuesday through Saturday between 7:a.mand 4:p.m., Central Time Sincerely, Diana HExecutive Services Analyst

March 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Rebuttal - [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal filed with your office by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention once again In his subsequent filing, Mr [redacted] states that the member of management with whom he originally spoke from our Customer Care department did not accept responsibility for the actions of the representative who provided him with incorrect information regarding the ability to activate one of two devices under Sprint’s Bring Your Own Device (BYOD) promotional offering He believes that his concerns were brushed off, and that the misinformation he states that he received cost him a lot of money Mr [redacted] further states that he requested to speak with another member of management regarding this matter but was denied that opportunity, and requests that his case with your office remain open We regret that Mr [redacted] remains dissatisfied with Spexrint’s position in this matter We attempted to contact him on February and 27, 2018, respectively, to further discuss his concerns; however, our attempts were unsuccessful and we have not received a response to those attempts, to date Sprint’s original response explained the BYOD program and that eligible devices are limited at this time We further explained that if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience At Mr***’s request, his concerns were previously escalated to the management teams of both Finance and Executive & Regulatory Services for further review of his concerns Our Finance team confirmed that once a consumer gives authorization for completion of a credit evaluation, which is required for account establishment, the credit inquiry cannot be removed And, while we regret the inability to activate Mr***’s AT&T device on the Sprint network, and the time he states that he spent trying to get this matter resolved, additional review by next level management yielded no changes to our prior position Sprint strives to reach mutually satisfying resolutions to all concerns that are brought to our attention and regret that we were unable to do so in this case, as we would have loved to have had Mr [redacted] as a valued customer We must respectfully sustain our prior position, however, and while we do value his feedback, any further inquiries regarding this matter will be met with the same response If Mr [redacted] needs further assistance or has additional questions, he can contact our office toll-free at 1-844-282-8211, Monday through Friday between a.mand p.m., Central Time Sincerely, Twana TExecutive 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 contacted [redacted] Hthrough email on the 23rd and am satisfied with her responseI 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]