Sprint Corporation

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s inquiry, he attempted to establish services with Sprint; however, when he was informed that his former carrier’s device was not able to be activated, he canceled the transaction Mr [redacted] is seeking assurance that his credit was not pulled during this process We regret any inconvenience this matter may have caused Mr*** We were unable to locate a credit application for Mr [redacted] during the previous day periodAs a result, we do not believe this transaction resulted in an inquiry to his credit file If Mr [redacted] needs further assistance with this matter, I can be reached 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 Tell us why here

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences from our representatives during his attempts to address a promotional concern, citing that he did not receive his prepaid cards for the cancellation and equipment charges that he incurred after porting his telephone numbers to SprintTherefore, he requested that we process the prepaid cards for the cancellation fees as well as apply credit to his account to offset the Sprint Device Purchase Option and cancellation charges that are reflected on his Sprint invoice without the return of his devices We regret any inconvenience that may have caused Mr [redacted] to contact your agency and any delay in receiving his prepaid cardsSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Sprint Lease Agreements which include a description of the charges in questionTherefore, the Sprint Device Purchase Option and cancellation fees are valid, and we are unable to comply with his request to credit those charges without the return of his devices Our records further reflect that Mr [redacted] established service with us in May As a result, we are unable to process prepaid cards for the difference between the cancellation fees that he incurred from his previous wireless provider and the travalue of the devices that he turned in to us because the referenced buyout promotion has expiredHowever, as a gesture of goodwill, we agreed to process a $prepaid card for each of his lines of service that he ported to us upon verification of the cancellation fees and/or equipment charges that were assessed by his previous wireless provider Unfortunately, Mr [redacted] no longer has an itemized invoice reflecting those chargesMr [redacted] indicated his understanding of our explanation but reiterated that he provided his final invoice to our retail store when he initially established service with us and did not receive the prepaid cards as promisedTherefore, the third-party vendor agreed to conference Mr [redacted] and his previous wireless provider in order to verbally confirm the cancellation charges that he incurredAfter we receive verbal confirmation, the prepaid cards in the amount of $will be processed for each of his lines of service We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff Although we regret that Mr [redacted] remains dissatisfied, we have fully addressed his reported concerns and believe that we have done so to the best of our abilityIf we can be of further assistance regarding these matters during the interim, he can contact me 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, Tiffany G Executive Services Analyst

May 25, Consumer Specialist Kansas City 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 inquiry received by our organization on May 9, 2016, submitted by Ms [redacted] We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention According to the information provided, Ms [redacted] cited a rising bill due to data usage and her Hotspot feature She also cited her dissatisfaction with how her concerns were addressed with our customer service representatives She is requesting a credit for the Hotspot usage In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information Based on her selected plan, Ms [redacted] elected a service plan that allows her to bto high speed data for $for1GB Further, based on her selected service plan, the Sprint Mobile Hotspot feature is included as part of her plan at no additional cost This feature allows Ms [redacted] to utilize her current device as a data router for other devices to access the Internet The Mobile Hotspot on-network data usage pulls from her current 10GB data bucket During our conversation with Ms [redacted] on May 25, 2016, we informed her of the above information Although we maintain that the charges for data bcharges are valid, due to any misunderstanding regarding her billing, we applied a $service credit to offset a portion of those charges Additionally, we educated her on the availability of our self-service tools in monitoring her account usage and billing 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 her feedback We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If we may be of further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Byron HExecutive Services Associate Analyst

June 22, 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 the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided while trying to resolve her billing issues, stating that she should not have any past due balance, as she overpaidIn addition, Ms [redacted] expressed concern with her monthly account balance, stating that in June 2017, she was placed on a plan for $per monthMs [redacted] is requesting for her services to be restored, to have the past due balance and current balance adjusted and to be assessed $per month We have thoroughly reviewed Ms [redacted] ’ accountOur records reflect that Ms [redacted] made a payment on March 9, 2017, for the billing period from January 2, 2017, to February 1, After the March 9, payment, Ms [redacted] did not remit an additional payment until April 17, As a result, her account reflected a past due balance for unpaid service charges from invoice February 2, to April 1, Since then, Ms [redacted] has remitted additional payments As such, we have confirmed that her service is not suspended Our record further reflects Ms [redacted] is on the Unlimited Freedom plan with lines 3-free, with automatic payment enrollmentMs [redacted] did not enroll in automatic payment, which brings her plan charges to $before taxes, surcharges and any additional fees We regret any frustration that Ms [redacted] may have experienced regarding her reported concerns In an effort to reach a satisfactory resolution, we attempted to contact Ms [redacted] via the e-mail provided and by phone on June 12, 13, 16, and 2017, to discuss her complaint in detail; however, we were unable to reach her We also mailed a letter to the address on file on June 16, 2017, asking Ms [redacted] to contact us To date, we have not received a response from Ms [redacted] Sprint is committed to protecting the privacy of our customersIn 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 Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, [redacted] AExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Mauricio H [redacted]

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

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] on behalf of Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she upgraded to new devices at her local Sprint Retail store, she received a promotional offer for free accessories She stated that she purchased $worth of accessories and signed an installment agreement and was advised that she would receive a monthly credit in the amount of $to offset the installment payments after three billing periods However, after three billing periods, the monthly service credit did not reflect on her account As a result, she stated that she was advised to return to the Sprint Retail store to have the issue resolved and was able to return one of the items that she purchased and received a refund in the amount of $ However, she was unable to return the other items and she is continuing to be billed for the accessories that she stated should be free As a result, she requested that Sprint review this matter and provide a credit in the amount of $to cover the remaining charges for the accessories that should be freeDuring our conversation with Ms [redacted] , an authorized user on Mr [redacted] ’s account on June 28, 2017, we explained that in our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingOur records reflect that Ms [redacted] purchased accessories under the Sprint Easy Pay option and agreed to monthly installment payments in the amount of $ Upon purchasing the accessories on February 25, 2017, Ms [redacted] was provided with a clear disclosure of the equipment purchases and all other applicable fees and charges for the above-mentioned accessories that he purchasedFurthermore, we were able to locate signed copies of the electronic transaction summary, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of the monthly charges on Sprint’s part during the purchase of the above accessoriesHowever, due to any possible miscommunication that may have occurred and in an effort to bring about an amicable resolution to this matter, we offered to provide a bill credit in the amount of $to offset the remaining balance for the accessories However, she will continue to see the $monthly installment charges for the accessories until February Ms [redacted] accepted our offer and confirmed that her issue is resolved We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding her experience with our retail store representative We are continually seeking ways 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 that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer F Jennifer FExecutive Services Analyst

Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on April 26, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Mr***’s concern According to the information provided, Mr [redacted] expressed his dissatisfaction with being informed that his account reflected a past due balance, after remitting a payment to his accountIn addition, Mr [redacted] expressed his concerns with receiving a refund of $85, upon the return of his device at a local Sprint Retail Store locationMr [redacted] requested that Sprint review these matters and asked that appropriate action be taken Sprint has reviewed Mr***’s complaintOur records indicate that Mr [redacted] submitted a partial payment of $on April 5, 2017, to satisfy a portion of his account balance reflected on the April billing statement Our records further indicate that Mr***’s account reflected a past due balance of $and new charges of $420.89, totaling $for monthly recurring charges, late fees and applicable taxes as reflected on the March and April billing statements In addition, a refund check of $was approved and processed on April 12, 2017, for the return of the Samsung Galaxy Note device, which was mailed to the billing address on file We spoke with Mr [redacted] on May 1, 2017, and relayed the above information to him During that call, Mr [redacted] confirmed that he did receive the refund check of $for the return of his device at the Sprint Retail Store location In addition, Mr [redacted] confirmed his balance of $stemming from his March and April billing statements Mr [redacted] confirmed his understanding with the information provided to him We regret any inconvenience Mr [redacted] may have experienced regarding this matterIf Mr [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive & Regulatory Services

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Lachelle ***

November 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Angenette H [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsAngenette H [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention once again In her rebuttal, MsH [redacted] stated that she was dissatisfied that she was not offered a free phone because of her 18-year tenure with Sprint, and because of her dissatisfaction with the customer service she recently experienced Furthermore, she requested that we not call her As a result, MsH [redacted] again requested that Sprint provide her with a device, free of charge We appreciate MsH [redacted] ’s business and regret that she is dissatisfied with our prior handling of her account concerns While we are not able to provide MsH [redacted] with a new device at no cost, because of her tenure with Sprint, she is eligible for a number of equipment discounts for as low as a $per month leasing option We also offer a number of other equipment discounts that vary based on phone model If MsH [redacted] would like more information regarding any of our promotional offers, we welcome her to contact our office Because MsH [redacted] requested that we cease from contacting her, we did not make an attempt to contact herWhile she may disagree with our position, we believe her concerns have been thoroughly investigated and as such, all further inquiries regarding this matter will be met with the same response We appreciate MsH [redacted] for taking time to provide details of her experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that MsH [redacted] may have experienced If we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 844-282-8211, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service received during his attempts to obtain a copy of his final invoice, citing that his account was referred to a third-party collections agency prior to receiving itHe requested that we provide an explanation of his charges as well as remove any negative information from his credit reports We appreciate Mr [redacted] ’s taking the time to provide us with details regarding his recent experiences with our Customer Care and third-party collection representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We regret any delay in Mr [redacted] receiving a copy of his requested invoiceIn our ongoing efforts to alleviate wait times for customers calling our Customer Care department and to provide alternate ways for customers to review their invoices, we encourage customers to obtain invoice information via our web siteCustomers can view or print the previous two years of invoices at www.sprint.com at no chargeCustomers can also make their request(s) by accessing our automated customer service system using their wireless device(s) and following the voice prompts Mr [redacted] indicated his understanding of the information above; however, due to any miscommunication that may have occurred related this account balance, we applied credits totaling $to his account to offset the late fees reflected on his last two invoices as well as the charges that are reflected on his March 25, 2016, invoiceThereafter, his account reflected a remaining balance of $54.13, which he satisfied in full on May 23, As a result, his canceled account now reflects a zero balance, and no additional payment is dueIf additional charges are reflected on his May 25, 2016, invoice, we will apply the necessary adjustments to bring his balance back to zero In addition, we contacted the third-party collections agency assigned to Mr [redacted] ’s Sprint account and requested that further collection efforts on the account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days for completion of this process We are pleased to inform you that Mr [redacted] accepted our response and is satisfied with our resolutionIf we can be of further assistance regarding these matters, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] W*** Account XXXXX*** 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 to credit charges his disputed $deductible and the $non-return equipment fee stating that resulted from someone fraudulently filing a device claim He further stated that he contacted Asurion, the Total Equipment Protection administrator, and was advised that it would take from two to three bill cycles to credit the $deductible Further, he stated that he contacted our Customer Care Department and our representatives advised him that it would take business days to credit the $Equipment Non-Return Fee but he has yet to receive the credit As a result, Mr [redacted] requested that we credit his disputed account charges We regret any delay that may have occurred in addressing Mr***’s reported billing concerns Our records reflect that on June 7, 2017, an $credit was applied to his account to offset the Equipment Non-Return Fee During our June 30, 2017, conversation with Mr***, we provided the information above Further, we advised that based on the nature of his report, we would forward the matter to our Fraud department for further review We contacted Mr [redacted] again on July 6, 2017, and advised that we completed our investigation and confirmed that fraudulent activity occurred in regard to the referenced billing issue We further advised that will credit the $deductible charges within two to three business days Mr [redacted] was satisfied with our resolution If we can be of further assistance regarding these matters, Mr [redacted] can contact me 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

January 6, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] Sprint Account [redacted] , [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 level of customer service and the length of time taken to receive a refund for the credit balance reflected on his canceled Sprint account He requested that someone contact him regarding his refund and the customer service received We appreciate Mr [redacted] ’ s for taking time to provide details of his experiences with our Customer Service department and Sprint retail store 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 Our records reflect that Mr [redacted] canceled his Sprint account on October 13, and returned the recalled Samsung Note device Our records further reflect that the canceled account reflected a credit balance for $that was refunded to her via check on December 17, During our conversation with Mr [redacted] on December 22, 2016, we confirmed that the credit balance for $was originally refunded via electronic ACH to his checking account; however, there was no valid account number and the refund was reversed We explained that a refund check was issued on December 17, We advised Mr [redacted] that his canceled account now reflects a zero balance and that he should receive his refund check within 10-business days We regret any inconvenience that this matter may have caused Mr [redacted] and the loss of his business If we can be of further assistance related to this concern, he can contact me 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, LaDonna JExecutive Services Analyst

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX9273, Mauricio H [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrMauricio H [redacted] We appreciate you bringing our customers’ concerns to our attention MrH [redacted] has requested clarification regarding Sprint’s unlocking policies regarding an Apple iPhone 6s device activated on Sprint's network MrH [redacted] has indicated that he would like the device unlocked Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: any service agreement, installment billing purchase agreement, or lease agreement associated with the device has been fulfilled, including payment in full of applicable Early Termination Fees or end-of-lease/installment billing purchase options;the account associated with the device is in good standing;the device has not been reported as lost or stolen, is not associated with fraudulent activity, and is not otherwise flagged as ineligible for unlocking; andthe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that MrH [redacted] ’s referenced device is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device on December 27, We appreciate MrH [redacted] for taking the time to provide us with the details of his experience with our Customer Services team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value MrH [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If we may be of further assistance with this matter, MrH [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Jaclyn KExecutive Analyst

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Account xxxxx [redacted] Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she reset her device during troubleshooting and is now unable to access it due to the Factory Reset Protection (FRP) She is requesting that Sprint assist with gaining access to the device in order for her to be able to use it again Factory Reset Protection is a feature designed to secure customers' phones in the event of theft or lossIt is automatically activated when a user enters their first Google Account credentials and cannot be disabled while a Google account is active on the deviceTo be compliant with a California law that will take effect on July 1st 2015, any smartphone that is manufactured after July 1st shall include an Anti-Theft solution provided by the manufacturer or Operating System Provider which when initiated and communicated back to the smartphone will enable Anti-Theft features when the smartphone is not in possession of the authorized userEven though it is a California law, it affects customers in all markets We spoke with Ms [redacted] on May 2, 2017, and discussed her device concerns After a review of the technical information, we verified that she will need to work directly with Google and Samsung in order to retrieve and input the required information for the device to clear the FRP protocol Based on this, we have encouraged Ms [redacted] to reach out to these entities at her earlier convenience Further, as a courtesy to Ms [redacted] , we have provided a one-time account concession credit in the amount of $to the account, bringing the current balance to zero We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

September 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12299459, [redacted] Sprint Account xxxxx1023, Dave’s Electrical Service Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received in the original inquiry, Mr [redacted] stated that he replaced all the devices and selected a new service plan, and he was billed over $3,600, which is higher than what was quoted As a result, he requested that Sprint review this matter and correct his billIn his follinquiry, Mr [redacted] stated that he was awaiting a breakdown of charges and credits to confirm the corrections made to his account, but that he had not received it at the time of his submission Our Business Executive Escalations department contacted MrNewman on August 18, 2017, and advised him that his account was billed equipment charges for the replacement devices that were ordered, and the credits for the devices were inadvertently not applied As a result, we were able confirmed that the defective devices were returned and applied credits totaling $7,to offset the equipment charges that are reflected on his June and July billing statements Additional attempts were made by our Business Executive Escalations department to reach Mr [redacted] on September 1, 5, and 6, to discuss his account and determine any additional assistance he may desireHowever, each time contacted Mr [redacted] was unavailable to speak at lengthWhile we believe that Mr [redacted] ’s stated issues have been fully addressed, we stand ready to provide any additional assistance pending contact with him We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, MrNewman can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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

Sprint is in receipt of the above complaint of Mr [redacted] We appreciate your assistance in bringing this matter to our attentionAccording to Mr [redacted] ’s inquiry, one of the lines on his account, [redacted] was disconnected without his authorizationAs a result, he requested immediate restoral of that service We regret any misunderstanding that may have occurred regarding the cancellation of the aforementioned line of service on July 31, Our records reflect that he originally contacted our Customer Care department on July 25, 2015, to cancel three of his lines of but that the referenced line was inadvertently set to expire instead of one of the intended linesWe are pleased to report that Mr [redacted] recognized the error and immediately contacted our Customer Care department again, prompting services to be restored to the line in questionDuring our August 5, 2015, conversation with Mr [redacted] , we confirmed the information outlined above and set his [redacted] line of service to cancel on August 31, 2015, as he initially intended We are pleased that we were able to resolve this matter to Mr [redacted] ’s satisfactionIf you or Mr [redacted] has any questions related to this matter, you or he can contact me directly at ###-###-#### or by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Central Time Sincerely, April J [redacted] Executive Services Analyst [redacted]

May 12, Revdex.com Ward Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [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, Ms [redacted] states that she contacted representatives in our Finance department to establish a payment arrangement on her account after her service was interrupted for non-payment on April 25, Ms [redacted] indicates that after speaking with a Finance representative for three hours over a two-day period, she was unable to negotiate a payment arrangement, and that she is canceling her serviceShe further indicates that she has been a customer since and believes that she has been overcharged for many years And finally, she states that she is a senior citizen on a tight budget and can no longer afford Sprint We regret any misunderstanding that may have occurred We realize that situations may arise that prevent customer’s from making their payment by the due date Ms [redacted] was not denied the ability to establish a payment arrangement; however, her account needed to have been paid current before any payment arrangements could have been made We may require payment on customer’’ account or a guarantee of payment before services can be restored We regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Service and she has set payment arrangements in the past We informed Ms [redacted] of the requirements to restore her service; however, she stated that she was in the process of transferring to another mobile carrier As a result of one of the lines of service porting to another carrier prior to the fulfillment of the lease agreement, lease cancelation charges were assessed, and are reflected on her April 30, 2016, invoice, and added to the already past due amount The other three lines of service are suspended due to non-payment As a result, Ms [redacted] has a $1,past due balance, which includes the cancelation charges for one device, and excludes the $current charges that are due by May 20, We regret any inconvenience that this matter may have caused, as well as Ms***’ decision to cancel her service If she would like to make a payment and restore services on the suspended lines of service, she can contact our Finance department toll-free at ###-###-####Once the account is canceled, payment arrangements should then be made with the collection agency to which her account will ultimately be assigned If further assistance is needed, we can be reached by calling the Executive & Regulatory Services department by calling toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst