Sprint Corporation

Executive & Regulatory Services POBox 169014, Irving, TX August 14, 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 rebuttal complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that his $Sprint payment was processed twice resulting in an overdraft of his bank account Although he was refunded a $overdraft fee, he is requesting a refund of both payments We attempted to contact Mr [redacted] by telephone and e-mail on July 25, August and 13, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful We also forwarded a letter to Mr***’s mailing address requesting that he contact our office, and we have not received a response However, to address her concern in a timely manner, we have reviewed our account records Our records reflect that Mr [redacted] made a $payment on July 5, 2017, via our automated phone payment system In addition, on July 5, 2017, he established a payment arrangement via our automated phone system, and the $payment was set to process on July 13, The $payment processed on July 13, 2017, was refunded on July 20, Because a Sprint error did not occur, a credit is not warranted We regret any frustration this matter may have causedIf 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

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he was initially unable to setup his online account; he also stated that he was not informed of the $Account Spending Limit fee (ASL) Mr [redacted] has confirmed he has been able to setup his online account, however, he is requesting the $monthly ASL charges waived on his account and the option to upgrade to a new Samsung Sdevice As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us We use the services of an outside vendor to conduct the evaluation process The terms under which Sprint establishes a customer account are based on the credit evaluation Some customers may qualify for Sprint service with an Account Spending Limit (ASL), which includes a monthly spending limit fee An ASL customer receives a letter from Sprint that outlines the basis of the credit decision for his or her account terms The letter also identifies the name and address of the credit bureau that provided the data to support the decision Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Mr [redacted] Furthermore, Mr [redacted] ’ account was activated with a spending limit based on the results of the credit evaluation performed when he established service with us Our system will electronically monitor and may interrupt his service when the account balance is not paid timely A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those options Customers can determine their upgrade status at any time by visiting sprint.com/upgrade We spoke with Mr [redacted] on May 9, 2017, and provided him the information above We sustain that the $ASL fee is valid However, in order to reach an amicable resolution, we offered to apply a onetime goodwill credit towards the ASL fee on first months invoice, in the amount of $ He confirmed his issue resolved We appreciate Mr [redacted] taking time to provide details of his/her experience with online representative We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Mr [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused If Mr [redacted] ’ concerns remain unresolved, he can contact our office toll-free at ###-###-#### I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

September 27, 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 inquiry of Ms [redacted] , submitted on September 6, We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Ms [redacted] , she states that she has had an unfavorable experience while attempting to cancel line ending in *** She states that the phone on the line was stolen on August 29, She further states that she called on the day of the loss to cancel the line and was advised that the line would not cancel until the end of the bill cycleAs a result, Ms [redacted] is requesting that the line be cancelled effective immediately, and she not be responsible for September and October billing statements We spoke with Ms [redacted] September and 25, 2017, regarding her concernsAfter account review, we confirmed that the lease agreement associated with line ending in [redacted] for the iPhone Plus has been fulfilledWe further confirmed that the line in question will be cancelled effective September 30, We explained that Sprint advertises and provides services in monthly increments If services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planMs [redacted] understood the information provided We appreciate Ms [redacted] for taking time to provide details of her 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 customer feedback and will utilize this input to improve our training and processes We regret any frustration this matter may have caused If I may be of further assistance regarding this matter, Ms [redacted] can contact me 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, [redacted] * [redacted] *Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: As stated prior they have yet to do any help in finding the lost paymentAs stated the account wasn't past due when they took the funds and applied them to the billI have reached out to my bank however they stated it maybe two weeks to get copiesMeanwhile I've made another payment of and still have a balance of I would like that balance adjusted at this point I've paid over $in a month span for cell serviceThat is ridiculous Regards, [redacted]

January 16, [redacted] Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: [redacted] Sprint Account #xxxxx Sprint Case # Case # [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced rebuttal complaint for [redacted] This complaint was served to Sprint on January 9, Mr [redacted] ’s filing expressed his dissatisfaction with his attempts to receive a $promotional poVisa card, per lines of service for his Framily referral lines of service He is requesting that Sprint process a $promotional poVisa card for his lines of service or cancel his account Based on the aforementioned Framily Referral promotion, our customers were required to register online at Sprint.com/Framilyreferral to participate and receive a $Visa prepaid card, per line of service Since the aforementioned requirement was not met, Sprint or Visa cannot process his request The Easy Pay program requires a monthly equipment purchase charge If the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customer Sprint’s Easy Pay 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 device As such, please note that phone numbers ###-###-#### and ###-###-#### were enrolled in the Easy Pay program on February 15, Therefore, upon canceling the aforementioned devices, his account will be charged the unpaid accelerated balance Additionally, phone numbers ###-###-#### and ###-###-#### will incur a $and $Early Termination Fee charge, based on their December 9, and February 15, activation, respectively We appreciate Mr [redacted] ’s feedback regarding this matter Although he may disagree with our position, we are confident that his concerns have been resolved to the best of our ability We trust this letter responds to your inquiry If we may be of further assistance, you can contact me at the Executive & Regulatory Services Department toll-free at 1-###-###-#### Monday through Friday between a.mand p.m., Eastern Standard Time Sincerely, /s/ [redacted] L Executive and Regulatory Services Analyst Case: 2136472, [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 12254318, and find that this resolution is satisfactory to me Regards, [redacted]

March 16, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] *** We appreciate the opportunity to address her account concerns In her complaint, Ms [redacted] states that, in December she added a tablet line to her account; however, she believes the store representative failed to disclose all the monthly pricing details Additionally, she states the store representative offered her what she believed to be free accessories for being a loyal customer; however, upon receiving the first invoice, Ms [redacted] states that she discovered she was being over charged for the tablet and charged for the accessories As a result, she is requesting that we remove the monthly charges for the tablet and accessories We spoke with Ms [redacted] on March 16, 2017, in an effort to resolve this matter We determined that Ms [redacted] added an Apple iPad pro tablet line (xxx) xxx- [redacted] on her account on December 21, Our records reflect that, at the point of sale, she accepted our Installment Billing Agreement for the tablet and accessories on her account We regret any misunderstanding Ms [redacted] may have received regarding our Installment Billing Program In an effort to amicably resolve this matter, we canceled the tablet line and sent Ms [redacted] a UPS label to facilitate the return of the tablet device Upon receipt of the table device we will credit the remaining Installment Billing charges for the tablet line ending (***)On March 16, 2017, we cancelled the Installment Billing for her Apple pencil and keyboard accessories We have also applied credits to her account to offset the remaining disputed charges associated with the Installment Billing Agreement for the Apple pencil and keyboard accessoriesMs [redacted] expressed her satisfaction with this resolutionSprint also considers these matters fully addressed and resolved Sprint is continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes We regret any inconvenience that this matter may have caused If I can be of further assistance, Ms [redacted] can contact the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

May 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [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] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr [redacted] stated that he spoke with one of our representatives over the phone to request that a SIM card be ordered for his device During the call, he stated that he was offered a free tablet applicable with a two-year service agreement Mr [redacted] also stated that he inquired of the representative whether or not he would be responsible for paying a monthly data charge, and he indicated that he was informed that he would not have to pay a monthly data charge; therefore, he accepted the offer based on terms provided However, upon receipt of his invoice, Mr [redacted] noticed that he is being billed a monthly data charge, and he is disputing this charge As a result, he is requesting that the $monthly data plan charge be negated or that he have the option to cancel the tablet line of service without being billed the applicable Early Termination Fee Additionally, he is requesting that the $amount that he stated he has been billed to date be credited to his accountWe regret any possible misunderstanding that may have occurred regarding this matter We attempted to contact Mr [redacted] on May 11, 22, and 23, 2017, via phone, email, and by correspondence mailed to his home address; however, we have not been able to speak with him Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify or authenticate 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 Personal Identification Number (PIN) and a security question and that the PIN or security question is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account We invite Mr [redacted] to contact us so that he may provide the noted account security information At that time, we can provide a more detailed review of our findings and address any outstanding account concerns We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve his billing concerns We can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate Sprint for resolving the issueI wish it had been taken care of before it escalated this far Regards, [redacted]

June 14, 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 inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken for us to unlock the iPhone device previously associated with this Sprint account for use with another carrier In addition, he described unfavorable customer experiences during his attempts to address that matter We regret any possible misunderstanding that may have occurred related to meeting Mr***’s device unlock request “Unlocking” 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 devices from activation on a different networkUnlocking also refers to enabling the SIM slot of a 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 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 is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: • any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options; • the account associated with the device is in good standing; • the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; and • the device has been active on the Sprint network, currently or in the past, for a minimum of days Our research revealed that Mr [redacted] satisfied the financial obligation for the iPhone device referenced in his inquiry on February 7, 2017, making the equipment eligible for unlocking However, his Sprint account balance soon fell into arrears, preventing our automated unlock process from being fulfilled Because his account balance then remained in arrears, Mr***’s subsequent attempts to unlock his device were not successful, based on the criteria outlined above Unfortunately, our attempts to contact Mr [redacted] via telephone and e-mail on June 1, 6, and 12, 2017, to discuss his reported concerns in detail were unsuccessful In addition, on June 12, 2017, we sent a letter to him via U.SPostal Service at his address on file, acknowledging our receipt of his inquiry and inviting him to contact us directly if his issues remain unresolved Although we have not had an opportunity to converse with Mr***, our records reflect that we took action on June 12, 2017, to rectify previous failed unlock attempts and met his request We confirmed that the device unlock information was forwarded to his equipment on June 13, 2017; however, in the event that Mr***’s device is not available to receive that unlock code signal from our network, he can contact us directly for the code to be re-sent to his device We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives We are continually seeking ways to improve the quality of service provided to our customers Mr***’s feedback is valued and has been forwarded to the appropriate management staff empowered to investigate further and make changes in those areas We regret any inconvenience these matters may have caused Mr*** If we can be of further assistance with these issues, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

October 25, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: [redacted] Sprint Account: xxxxx [redacted] Revdex.com File # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on October 14, We appreciate your assistance in bringing our customer’s concern to our attention Mr [redacted] filing expressed his dissatisfaction with the authorized payment on his account for returned equipmentMr [redacted] requested that Sprint review this matter, and refund his credit card in the amount of $ Sprint has reviewed Mr***’s complaintAccording to our records, we have confirmed the returned equipment was received at our Returns warehouse on October 12, At that time, an adjustment of $was applied to Mr***’s account, which represents the cancellation fee, related taxes and fees, as reflected on the September 18, invoice With regards to the remitted payment, our records indicate that June 10, 2015, Mr [redacted] enrolled in our automatic payment program with his credit cardAccording to our records, the payment of $was remitted on October 8, 2016, which represents the usage during the August through September 14, billing period, cancellation fee and related taxesAdditionally, on the first page of Mr***’s invoice dated September 18, 2016, advised him that his American Express credit card will be charged $Also, we confirmed on October 17, 2016, a refund of $was applied to Mr***’s credit card on fileOur Executive Analyst spoke with Mr***, on October 18, 2016, and informed him of our findings and resolutionDuring the call, Mr [redacted] acknowledged his issue was resolvedWe apologize for any inconvenience this matter may have caused Mr*** If we can be of further assistance, Mr [redacted] can contact the Executive and Regulatory Services department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time Sincerely, /s/ Hakima W Hakima W Executive & Regulatory Services Tell us why here

August 1, 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 In his complaint, Mr [redacted] expressed his dissatisfaction with coverage in his local calling area Mr [redacted] is requesting that Sprint address this matter and provide him with one year of free service We regret that Mr [redacted] experience with service in his local calling area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control Our records reflect that Sprint provides good coverage in Mr [redacted] ’s local calling area based on the address used to setup services Our network team investigated his coverage based on the address on file and identified that he is being impacted by network upgrades being implemented in his areaWe anticipate that his service levels will gradually improve and return to once the upgrades have been completed We have made multiple attempts to reach Mr [redacted] regarding his concerns We attempted to contact him via phone and e-mail on July 26, and 31, We have been unable to reach him Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Mr [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [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 Services Analyst

September 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, Esther [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsEsther [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she upgraded to an unlimited plan to accommodate usage on her mobile hotspot device and that we are billing her for overage charges She requested that we remove the charges and reduce her bill Our records reflect that on August 20, 2017, that Mr [redacted] activated a Sprint ZTE Mobile hotspot device via installment billingFurthermore, we determined that this device was activated with the GB Mobile Broadband Plan at $monthly We spoke with Mr [redacted] on September 20, 2017, and confirmed the above-referenced information We advised that her tablet was on an unlimited plan but not the mobile hotspot device Additionally, Ms [redacted] advised our office that the hotspot was not performing as desired for her daughter, who is in college and inquired about her options as she is outside of the 14-Day Satisfaction Guarantee In an effort to mutually resolve Ms [redacted] ’s account concerns, we applied a one-time courtesy credit to her account to offset the disputed overage charges for $ Further, we extended to Ms [redacted] the option to cancel and return the Sprint ZTE Mobile hotspot device to Sprint in good working condition Ms [redacted] will consider this offer and follwith our office within the next days We regret any inconvenience that this matter may have caused Ms [redacted] If we can be of further assistance related to this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of [redacted] S [redacted] We appreciate your assistance in bringing Ms [redacted] ’ concerns to our attention According to the information provided, Ms [redacted] states that she was offered an unlimited plan with a monthly service charge of $per line, after discounts, for four lines in April 2017; however, she was billed $ Ms [redacted] is requesting to have her account updated to the plan that she was offered Our records indicate that Ms [redacted] ’ account was updated to an Unlimited Freedom plan which was effective August 8, This plan has a monthly service charge of $for the first line, $for the second line, and $for lines three through five This plan also offers a $per line discount when the account is set up for autopay and ebill This is a promotional rate that will remain in effect until September 30, At such time, the monthly service charges will be $for the first line, $for the second line, and $for lines three through five We spoke with Ms [redacted] on August 14, 2017, regarding her concerns We relayed the above information regarding her calling plan for her lines of service Additionally, Ms [redacted] enrolled in Total Equipment Protection for the telephone lines ending in [redacted] and ***, which has monthly service charges of $and $13, respectively Ms [redacted] also has a monthly installment charge in the amount of $for the device on the telephone line ending in [redacted] and a monthly lease charge of $for the telephone line ending in *** Once Ms [redacted] enrolls in autopay and ebill, she will receive a $per line plan discount and the $Account Spending Limit Fee will be waived Ms [redacted] acknowledged the information and resolution that was relayed to her We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

April 28, To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Ms [redacted] on April 26, 2016, regarding her account concern We are confident her issue has been addressed and resolvedIn her inquiry, Ms [redacted] indicated she was experiencing issues with her device She contacted customer service and was advised about a device upgrade option for $ She was provided with three different model devices that qualified She was transferred to our Telesales department to complete her device order and was advised the iPhone SE was not part of the offer As a result, she is requesting we review the matterWe reviewed Ms [redacted] ***’s account and phone number ending is eligible for a device upgrade offer for an iPhone 6s or 6s Plus only for a $buy up chargeThe iPhone SE device she was interested in purchasing does not qualify for the promotion To reach an amicable resolution, we reset the upgrade eligibility on phone number ending As a result, Ms [redacted] was eligible to purchase any new device without being assessed the $buy up fee She purchased a new device on April 26, We appreciate Ms [redacted] for taking the time to provide us with details of her experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedbackWe regret any inconvenience Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central TimeSincerely, [redacted] *Executive Services Analyst

July 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 above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your office once again In the rebuttal, Ms [redacted] again expressed her dissatisfaction with the length of time taken to cancel her account without additional charges Ms [redacted] stated that she purchased a new device in and did not agree to a two-year Service Agreement As a result, when she requested to cancel her line of service for telephone number ending [redacted] and unlock her device to be used with service by another carrier, her request was denied stating that she has not fulfilled her above-mentioned Service Agreement Ms [redacted] requested Sprint to remove the two-year Service Agreement, cancel her account, and unlock her device We regret any misunderstanding that may have arisen from our initial conversation with Ms [redacted] on March 4, During our conversation we confirmed that Ms [redacted] ordered a new device on October 29, The device, which was purchased via our website, www.sprint.com, and activated at one of retail locations, was sold to her at reduced pricing with her acceptance of a two-year service agreement Therefore, because Ms [redacted] requested to cancel her service prior to the fulfillment of the agreed-upon term, her Sprint account would be automatically assessed an Early Termination Fee During our conversation with Ms [redacted] on June 29, 2017, we reviewed the above-mentioned information As a gesture of goodwill and in an effort to demonstrate world-class customer service, we cancelled Ms [redacted] ’s Sprint services effective July 5, 2017, and waived the above-mentioned Early Termination Fee Additionally, as requested by Ms [redacted] during our conversation, we have applied credits totaling $to offset a portion of her monthly recurring charges for services used between May 21, and July 5, As a result, Ms [redacted] ’s Sprint account is closed and reflects a final balance of $ To avoid additional collection activity, a final payment of $is due by July 15, Finally, Ms [redacted] requested clarification regarding Sprint’s unlocking policies regarding her device activated on Sprint's network Ms [redacted] has indicated that she would like the device unlocked for use on another domestic carrier’s network Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock We confirmed that Ms [redacted] ’s Samsung Galaxy SEdge associated with phone number ending [redacted] is now eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on June 30, We appreciate Ms [redacted] ’s taking time to provide the details of her experience with our Executive & Regulatory Services representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms [redacted] may have experiencedWe are pleased that we were able to address this matter to Ms [redacted] ’s satisfactionIf she requires additional assistance with this concern, she can contact me directly by calling Sprint’s Executive & Regulatory Services department at toll-free ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

September 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File [redacted] , Thomasina [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Thomasina [redacted] We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] is requesting that her case remain open until her issues are resolvedShe also expressed her dissatisfaction regarding her account being canceled without her consentShe also stated that she is experiencing device issue as her screen will turn dark during usage We spoke with Ms [redacted] on September 12, 2017, regarding her concernsWe confirmed that Ms [redacted] ’s account was canceled on August 19, 2017, due to a system errorThe account was restored the same day and we adjusted all cancelation fees billed on her August 23, invoiceWe also explained that her account will remain under review and once her September 23, 2017, invoice is available, we will confirm all bill charges are correctMs [redacted] will also visit our repair store to have her device testedMs [redacted] had no other concerns We regret any frustration this matter may have caused If we can be of further assistance, Ms [redacted] can contact me directly 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, Michael GExecutive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, B.M [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , filed on behalf of account holder, B.M [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated she is disputing the $account balance because when Sprint services were terminated in December 2016, the final balance was paid in full at that time; therefore, no further charges should have incurredMs [redacted] stated that, although she made a payment for the balance in full, a previously scheduled automatic payment was still processedAs a result, Ms [redacted] is requesting that her bill be reviewed and to confirm that the balance was paid in full Our records reflect that on March 3, 2017, Ms [redacted] scheduled a payment arrangement for a payment of $to be automatically withdrawn from her bank account on March 17, On March 9, 2017, Ms [redacted] made an immediate payment of $182.84, and an equipment credit of $was also applied to her accountShe made a final payment of $on March 13, 2017; however, the scheduled payment of $was not cancelled; therefore, it was processed on March 17, Per our account records, the payment of $was charged back by Ms [redacted] ’s bank on April 4, As per our Terms and Conditions of Service, Sprint may impose a returned check charge of up to $40; therefore, a $Payment Return Fee was applied, as a result of the payment charge back During our discussion with Ms [redacted] on May 3, 2017, we explained our aforementioned findingsAlthough we were unable confirm a Sprint error, in effort to reach an amicable resolution, and as a goodwill gesture, we offered to issue a one-time credit of $to offset the Payment Return Fee We are pleased to inform you that Ms [redacted] accepted our offer; although we regret the circumstances that led Ms [redacted] to cancel her service Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter may have caused Ms [redacted] , and 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 between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

March 1, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Mr ***: On February 17, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Ms [redacted] contacted Sprint to cancel lines on her account; however, a different line was canceled in error during the requested transaction Additionally, Ms [redacted] states that she is being billed for devices that she returned We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention We regret any frustrations Ms [redacted] may have experienced while attempting to resolve her concerns On February 27, 2017, we contacted Ms [redacted] to discuss her concerns in detail Ms [redacted] confirmed that the issue regarding the cancellation of one of her lines in error has been resolved At that time, we confirmed receipt of her returned devices As a result, credits totaling $were applied to her account to offset the disputed accelerated equipment charges for these devices With this credit, the account reflects a zero balance We appreciate Ms [redacted] taking the time to provide us with the details of her 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 Ms [redacted] ’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If additional assistance is required regarding this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint submitted by Ms [redacted] We regret any inconvenience that she experienced in this matter In the information provided, Ms [redacted] states that she was considering porting her wireless services to another wireless provider, but decided to remain with Sprint after visiting a retail location where the store manager offered her an Unlimited talk, text and data plan with new devices and insurance for five lines of service for $per month, before taxes She states that the offer included an iPhone Buy One Get One (BOGO), and she decided on an iPhone 7s+/128GB and an iPhone SE for her daughter Ms [redacted] states that her daughter did not like the SE, and as a result, they exchanged that device for an iPhone 6s/64GB for $per month She further states that the store manager confirmed that although her plan would be changing, she would not be assessed any prorated charges She states that when she called Customer Care to cancel a tablet and order her device, she was required to pay the taxes up front, which she had never been required to do before and is concerned that she is now being double billed since she pays taxes on her bill each month Ms [redacted] states that she has not been billed in accordance with the aforementioned plan, was not assessed the appropriate state sales tax on her device purchases, was charged for a device that she never authorized and wants Sprint to honor the offer extended to her in January During our discussion with Ms [redacted] on May 4, 2017, we extended regret for the experience she described and explained that the $in charges reflected on her March invoice for the Unlimited Freedom plan for three lines of service, Installment Billing Agreements (IBAs) and two tablets with associated leases and service plans were accurate, and that the prices quoted to her in January included pricing for an iPhone 7, not an iPhone 7s+/128GB, a requirement to enroll in our automatic payment option, and an employer discount, before taxes We also explained that because the plan change occurred two days into a new billing cycle, prorated service charges were assessed As a demonstration of our commitment to excellence, however, a $account credit was applied to offset the disputed prorated charges, along with a Phone Connect monthly charge and activation fee, which was the disputed device referenced in her complaint We confirmed that at the time of the exchange of the iPhone SE, she was offered the purchase of an iPhone 6s for the phone number ending in for $a month via IBA, although the correct monthly rate is $ To address this portion of the complaint, we offered to apply a $account credit, which represents the difference in what was offered and what she is actually being billed We also offered to lower Ms [redacted] ’s monthly Unlimited talk, text and data plan to $with a current promotion, which would provide a $monthly reduction of her current monthly service charges An additional $per month discount is available for this plan should Ms [redacted] enroll in our AutoPay program The promotional service plan pricing is available through June At that time, each phone line will revert back to standard pricing, $more per phone line; however, the service plan will be eligible for additional discounts through our Sprint Discount Program (SDP) should Ms [redacted] qualify per her employer, credit union, or educational institution As an additional goodwill gesture, we also offered to apply a $account credit to offset the $difference between our proposed service plan offer and Ms [redacted] ’s current service plan charges over the past four months We require the upfront payment of taxes on devices that are purchased via IBA, and as such, we do not assess taxes towards the monthly IBA charge To address Ms [redacted] ’s tax assessment concern, our Tax team reviewed her billing and confirmed that she was assessed the appropriate 6.875% New Jersey State Sales tax on the two IBA device purchases Applicable taxes are assessed monthly on leased equipment purchases, for the length of the lease term, and as a result, there would be no duplicate assessment of taxes In light of any possible misunderstanding that may have occurred regarding the rate plan, we offered to apply a $credit to Ms [redacted] ’s account, as a courtesy The credits offered total $1,150.08, with the understanding that going forward, her monthly service charges will be $390, which includes the promotional Unlimited Freedom plan with special pricing through June 2018, three device leases and two device IBAs, and Total Equipment Protection for her phones and Advanced Protection Pack for her tablets The monthly charge of $includes taxes, applicable fees and surcharges Purchase of premium services will result in additional charges This credit, if accepted, will leave her account with a credit balance which will be non-refundable and will only apply towards service charges As such, she will still be required to remit a monthly payment for all of the equipment charges Finally, we advised Ms [redacted] that should she wish to cancel her account in lieu of acceptance of the aforementioned credit offer, we will apply account credits to offset the device agreement cancellation charges upon receipt of the return of each of the five devices in like-new conditionMs [redacted] asked for time to consider her options and we advised that these offers are valid for the next days We appreciate Ms [redacted] for taking the time to provide us with the details of her customer service experience 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 processesIf Ms [redacted] has any further questions, I can be contacted via Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Pa [redacted] SExecutive Services Analyst