Sprint Corporation

September 27, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of Tamica [redacted] Sprint Case [redacted] Dear Mr***: Sprint is in receipt of the above-referenced complaint of MsTamica [redacted] , regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to have her payments set up biweeklyMs [redacted] states that she set up biweekly payments of $for two months and the most recent payment did not go through.We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the eligibility requirements to set up multiple payment arrangementsWe researched Ms [redacted] ’s payment arrangements and verified that she did in fact have a payment arrangement for $52.16; however, it was cancelled due to a different amount being due on the accountAt the time the arrangement was set she only had a past due balance of $ After it was set, another invoice generated for $108.07, for a total balance of $Anytime a payment arrangement is made and processed it must be for at least half of the entire balanceIf new charges are placed on the account a new payment arrangement must be made.We initially spoke with Ms [redacted] on September 13, We then offered to research and attempted to reach her by phone and email on September and 15, with no successIf 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 7:a.mand 4:p.m., Central Time.Sincerely,Dianah A.Executive Services Analyst Tell us why here

May 12, 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-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with her unfavorable experience while attempting to resolve billing issue regarding her Sprint account, stating that she attempted to cancel the lease associate with her Apple iPhone device and replace it with an Apple iPhone device, which she owns Ms [redacted] stated that she has requested physical copies of her invoices to inquire why he billing was higher than she anticipated She stated that she did not request that Total Equipment Protection be added to her account and has been advised that it will be removed and she will receive a credit for the error She stated that because of the billing issues her service has been suspended Ms [redacted] stated that she has contacted Sprint for assistance several times; however, the issues still remain She requested that she be allowed to return her Apple iPhone device to cancel the associated lease and active a device she currently owns We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s referenced billing concerns Our records reflect that Ms [redacted] is currently paying the amount she signed up for at the time of activation and no payment had been remitted prior to her service interruption We contacted Ms [redacted] on May 12, 2017, and explained the above referenced information and although we find no Sprint bill error, we agreed to allow her to cancel her current lease agreement, with the return f the associated device We mailed a postage paid return kit to Ms [redacted] ’s address on file Once the device is received in our warehouse is good working condition, we will remove all referenced equipment charges Ms [redacted] will visit her local Sprint retailer to facilitate the change of her current leased device and the old Apple iPhone device she owns We appreciate Ms [redacted] taking time to provide details of her experience with our Customer Care and retail store location We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Twana T Executive Services Analyst

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention Based on the inquiry, Ms [redacted] states that she acknowledges that her account is past due She states she made a payment and was aware of the remaining balance due by May 8, She further states that a representative informed her, if she is was unable to pay by May 8th, she could extend her payment arrangement through the Sprint Zone application or via our website at www.sprint.com Ms [redacted] states she later extended the payment arrangement date for May 15th through the website After extending her payment arrangement, she received a collection call about her service being scheduled for interruptionWhen she spoke with a representative about her account, she asked to speak with a supervisor At that time, she expressed that she had an unfavorable experience with our Customer Care department, while attempting to address her account concerns As a result of this matter, she requests that she be able to speak with someone from our corporate office Please be advised that we spoke with Ms [redacted] regarding her account payment concerns and customer experience We regret any inconvenience this matter has caused her We explained to her that per our review her account did not qualify for an additional payment arrangement because her May 8th payment arrangement was not completed or cancelled We further explained that when a payment arrangement is not satisfied, the account will not accept a new payment arrangement We advised MsBooth that in the future, if she needs to modify her payment arrangement, she will have to submit the request before her current payment arrangement due date Ms [redacted] stated that she understood and that she now understands the payment arrangement process Although we were unable to identify a Sprint error, as a one-time gesture of goodwill, we applied a service credit of $to offset a portion of the charges reflected on the May billing statement We also established a payment arrangement for the remaining balance of $to be paid by June 14, Ms [redacted] accepted our resolution and did not have any further concerns Accordingly, Sprint considers that matter fully addressed and resolved We appreciate Ms [redacted] for taking time to provide details of her experience with our Sales department 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 will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Ms [redacted] and very much appreciate her patronage If I can be of further assistance, 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, Alethea BExecutive Services Analyst

August 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] -Rebuttal, [redacted] *** Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms [redacted] ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to the Ms***’s contacting your agency once again In her rebuttal, Ms [redacted] acknowledged that she has received requested documentation from us but that she has not had the opportunity to review that information to confirm her satisfaction with our response to her initial filing We regret any remaining misunderstanding that may exist regarding Ms***’s initially-reported device financing dispute However, as previously discussed with her and outlined in our response to her initial filing, our records reflect that Ms [redacted] accepted her disputed 18-month equipment lease on October 30, 2016, as reflected on the lease documentation she signed at that time, a copy of which was presented to her at the time of the device interaction In addition, information reflecting her associated monthly equipment lease charges have been included on her Sprint invoices since the date of that interaction As such, we are unable to identify any error on the part of Sprint related to her dispute We followed up with Ms [redacted] on August 25, 2017, to discuss any remaining concerns she may have related to her disputeMs [redacted] reiterated her belief that she did not intend to accept an equipment lease and requested that we update her agreement to an installment billing purchase agreementWe again informed Ms [redacted] that, although we regret any frustration this matter may have caused her, we must respectfully decline her request due to our inability to identify any error on the part of Sprint related to her signed equipment lease agreement As a result of Ms***’s continued dissatisfaction with our response to her inquiry, we forward her information and request to our executive management team for additional review As a result of that review, we confirmed that the actions taken in response to her inquiry were appropriate and that our position remains unchanged While we regret that Ms [redacted] remains dissatisfied with our response, we believe that her reported concerns have been fully addressed While it is our goal to amicably resolve all concerns brought to our attention, we regret that we were unable to do so in this situationWe believe that we have fully addressed Ms***’s reported concerns; however, if she would like to provide additional information for our consideration, she can contact me directly 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 TimeSincerely, [redacted] *.Executive 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

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

**gust 25, Better Business Bure [redacted] Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry of Mr [redacted] has been received by our office We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] disputed the billing on his Sprint account, advising that we are not honoring promotional equipment pricing offered to him at the time of his recent device upgrade He requested that we credit the disputed charges and honor the promotion previous offered for free devices We regret any possible misunderstanding that may have occurred regarding Mr**’s Sprint billing We identified that, at the time of his upgrade, a device promotion for which his current account plan was qualified was later inadvertently removed, leading to expected equipment credits not applying We have applied a credit to offset the previously billed charges for the disputed itemsAdditionally, we have waived the remaining installment charges on the two devices in order to meet the promotion offered to Mr**Mr [redacted] confirmed his satisfaction with our resolution We appreciate Mr [redacted] taking time to provide details of his experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have c**sed If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our 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

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] Thank you for forwarding our customers concerns to our attention In his inquiry, Mr [redacted] indicated his is on the Galaxy Forever program and is eligible for a yearly upgrade On April 15, 2017, he upgraded from the Samsung Sto the Samsung Son our website; however, he was assessed two lease cancellation fees although he returned two Samsung Sdevices He further stated that he contacted our customer service department to resolve the matter but indicated he is still due a credit As a result, Mr [redacted] is requesting assistance with this matter We reviewed Mr [redacted] ’s account and confirmed he is eligible for our Galaxy Forever program This program allows customers who lease a Samsung device to upgrade to the next generation model after monthly payments Customers are required to return their current Samsung device for credit of the End of Lease (EOL) fee per the program terms We confirmed Mr [redacted] was assessed two EOL fees Please note, the EOL credit can take up to one billing cycle once the device is received in our warehouse We confirmed the EOL fees were credited to Mr [redacted] ’s account As a gesture of goodwill, we issued credit for the late fees assessed on his May and June invoices We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If he needs further assistance, he 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, Ann HExecutive Services 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

October 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced subsequent inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that she received information from Sprint indicating that she turned in a prepaid device and received a recycle credit versus turning in a sprint Samsung Galaxy Sdevice Ms [redacted] indicates that this information is incorrect, and she stated that she turned in the appropriate device to one of our retail stores We regret any misunderstanding that may have occurred regarding this matterWe communicated with Ms [redacted] regarding this matter on October 20, 2016, and we informed her that based on our contact with the retail store manager at the location where she returned her device, it has been confirmed that the returned equipment for the number ending in [redacted] is a prepaid Boost Mobile device, which she received a $buyback credit for on May 15, As a result of Ms [redacted] stating that she returned a Samsung Galaxy Sdevice, we checked the Electronic Serial Number (ESN) [redacted] of the Samsung Galaxy Sdevice that was reflected as being updated on the number ending in ***, and it has been determined by our warehouse personnel that the device has not been returned Because of Ms [redacted] ’s dissatisfaction with this matter, and her insistence that she returned the appropriate device, we informed her that to bring closure to this matter, we will mark the above-referenced device as lost/stolen equipment so that it cannot be activated Furthermore, we informed Ms [redacted] that her account is closed and reflects a zero balance We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her account concernsShould there be any additional questions or concerns regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

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

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers concerns to our attention In her inquiry, Ms [redacted] disputed final charges assessed to her Sprint account after she ported her mobile numbers from our network to another service provider, advising that we did not close her Sprint account when she and her husband requested that we do so She also described unfavorable customer experiences during her attempts to take that action and address her billing dispute We regret any misunderstanding that may have occurred related to Ms [redacted] ’s final chargesOur records reflect that Ms [redacted] contacted our Customer Care department on March 26, 2017, to have her four lines cancelledAt that time, pursuant to our terms and Conditions of Services, our representatives set her services to expire on the last day of her then-current billing cycle, April 16, Our records further reflect that the date of her service cancellation was explained to Ms [redacted] during that and subsequent calls with our Customer Care department Sprint advertises and provides services in monthly increments If services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in service plans As such, although she elected not to utilize our services following her cancellation request, the services were available to her, and the full monthly service charge is valid We spoke with Ms [redacted] on June 29, 2017, and explained the above informationWe also informed her that the disputed balance was due on April 10, 2017, prior to her service cancellation request, and that no charges were assessed to her account after that request except for a late payment fee of $ While we were unable to identify any error on the part of Sprint related to this matter, we offered to credit the late payment fee due to any possible miscommunication that may have occurred regarding her service cancellation date and final account balance Ms [redacted] indicated her understanding of the information provided and accepted our offer We applied a credit of $to her account to offset the late payment fee in full, and Ms [redacted] remitted a $payment for her remaining balance due As a result, Ms [redacted] ’s account is now in closed status with a zero balance She indicated her satisfaction with our resolution We appreciate Ms [redacted] ’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration these matters may have caused, as well as the loss of Ms [redacted] ’s businessIf we can be of further assistance with her reported concerns, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] Executive 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

[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 just want this charge to come off my credit score this isn't fair I have to pay for something I never used I am rejecting this response because: Regards, [redacted] ***

May 1, 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’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the recent service charge increase for one of her two lines of service and with our suspending her services for non-payment within days of her service activation Ms [redacted] also stated that her payment due date does not meet her expectations or needs She requested that we correct her rate plan charges and provide a refund for the $increase already assessed and for the day her services were suspended We regret any misunderstanding that may have occurred regarding the monthly cost of Ms [redacted] ’s services However, based on her chosen equipment and rate plan options, we were unable to identify any billing error associated with her accountOur records reflect that Ms [redacted] selected our Unlimited Freedom $50+Lines 3-Free Plan for her two lines of service That promotional price plan offers customers their first line with unlimited data, talk, and text for $per month with active enrollment in our AutoPay option during the promotional period through March 31, 2018, and $per month for the second lineAfter that date, the charge for the first line of service will increase to $month with active enrollment in AutoPay However, because Ms [redacted] has not enrolled in our AutoPay option, she is ineligible for the promotional pricing We further regret any possible misunderstanding that may have occurred related to the recent suspension of Ms [redacted] ’s Sprint services As stated in our Terms and Conditions of Services, payments are due upon receipt However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available However, not all payment arrangement requests can be honored As a result, Ms [redacted] ’s services were interrupted for non-payment During our conversation with Ms [redacted] on April 28, 2017, we discussed the above-noted information and informed her that, based on our review, we have been unable to identify any error on the part of Sprint related to those concerns Additionally, we explained that, although she activated her services on March 20, 2017, her monthly billing cycle begins runs from the twenty-second of each month through the twenty-first of the following month, and her payment due date is included on each month’s invoice We also explained that her payment is due within days of the end of her monthly bill cycle end date We offered to change her monthly billing cycle effective May 30, 2017, to accommodate her requested payment due date no earlier than the twentieth day of each month Ms [redacted] accepted, and we established a follcall with her on May 22, 2017, to complete that action Although we sustain that Ms [redacted] ’s disputed charges are valid, we applied a one-time credit of $to offset the late payment fee reflected on her April invoice due to any miscommunication that may have occurred regarding her rate plan and payment due date Ms [redacted] confirmed that her issues have been addressed to her satisfaction We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance with these concerns prior to our scheduled follcall, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX June 28, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he accepted the $Unlimited Freedom promotional monthly service plan and believed that in addition, he would received a recurring $discount for enrolling in our auto pay program and a $discount for enrolling in our Sprint Program Discount (SDP) Thus, Mr [redacted] believes his monthly service plan should total $ We attempted to contact Mr [redacted] by telephone and e-mail on June and 26, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful However, in an effort to address Mr [redacted] ’s concern in a timely manner, we have reviewed the account and find that the charges and discounts reflected on his monthly invoice are billing correctly and according to the terms of the service plan he elected The Unlimited Freedom service plan is $per month and is reduced to $after the $discount for enrollment in an auto pay and a $SDP discount 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 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

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , Vanessa C [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal complaint to our response of Vanessa C [redacted] , regarding Sprint’s actions to resolve her account concernsThis complaint was submitted to Sprint on November 7, We regret the circumstances that led to MsC [redacted] to contact your office again According to MsC [redacted] ’s follow-up, she expressed her dissatisfaction with the inability to receive her Visa Reward Cards totaling $741.60, in accordance with Sprint’s Contract Buyout promotionMsC [redacted] requested that Sprint review this matter and honor the aforementioned promotion Sprint has reviewed MsC [redacted] ’s complaintAs stated in our prior response, according to our records, on August 30, 2017, MsC [redacted] established service with Sprint by portiphone line ending in with our Telesales groupFurthermore, on September 1, 2017, MsC [redacted] portphone lines ending in ***, ***, ***During these sales transactions, she activated four devices via Sprint’s 18-Month Leasing program We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon or AT&TPorting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Regrettably, MsC [redacted] did not meet the qualifications of this promotion due to the non-trade in of her previous wireless service provider’s devices We initially spoke with MsC [redacted] on October 27, 2017, and relayed the aforementioned informationDuring our discussion, we offered to extend the Contract Buyout promotion to MsC [redacted] in exchange she would need to traher previous wireless service provider’s devices at a local Sprint Retail Store location or via our website, www.sprint.com/buyback, and provide us with a copy of the trareceipt along with her previous wireless service provider’s final billing statement indicating the Early Termination Fees or accelerated Installment Billing balance for the aforementioned phone lines MsC [redacted] stated that she attempted to return the two devices associated with phone lines ending in [redacted] and [redacted] to a local Sprint Retail Store location; however, they declined to accept her previous wireless service provider’s devices due to being damagedIn an effort to ensure a satisfactory resolution, we offered MsC [redacted] a one-time adjustment of $to negate a portion of her current account balanceHowever, MsC [redacted] did not confirm acceptance of our proposed offer Upon receipt of MsC [redacted] ’s follfiling, we spoke with her on November 9, 2017, and reiterated the aforementioned informationTo provide closure to this matter, we agreed to apply a partial adjustment to her account in the amount of $to offset a portion of the amount in dispute However, MsC [redacted] declined to accept our proposed resolution and expressed her dissatisfaction with Sprint’s position While we regret that MsC [redacted] may disagree with our findings and proposed resolution, we are confident that her concerns were addressed and resolved to the best of our abilityHowever, should MsC [redacted] wish to reconsider her position and wish to confirm acceptance of our proposed offer, we encourage her to contact the undersigned directly within days from the date of this responseConsequently, all further inquiries regarding this matter will be met with the same responseWe regret any inconvenience this matter may have caused MsC [redacted] If we can be of further assistance, MsC [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 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Jeffrey [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Jeffrey ***, regarding our prior responseWe regret the circumstances that led Mr [redacted] to contact your office again According to the information provided, Mr [redacted] expressed his dissatisfaction with our prior response Specifically, stating that his account concerns remain unresolvedIn Mr [redacted] initial filing, he indicated that he remitted a payment of $towards his account balance, which restored his service Therefore, he agreed to remit a payment toward his remaining account balance at a later date However, his services were interruptedMr [redacted] requested that Sprint review this matter and respond accordingly Sprint has reviewed Mr***’ complaintAs stated in our prior response, we realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance department can assist with payment arrangements, if available However, not all payment arrangement requests can be honored According to our records, on August 21, 2017, Mr [redacted] scheduled a credit card payment arrangement of $via Sprint’s Handset Mobile application, which was scheduled for processing on August 31, However, on August 23, 2017, the noted payment arrangement was cancelled and therefore, his service was suspended for nonpayment As a result, he remitted a credit card payment totaling $via Sprint’s Handset Mobile application which promptly restored his service, leaving a remaining balance dueTherefore, Sprint sent Mr [redacted] text messaging notifications to phone line ending in [redacted] on August and of 2017, alerting him to remit a payment to his account to avoid service interruption Our records further indicate on August 30, 2017, his service was interrupted due not satisfying the past due account balanceTherefore, on August 30, 2017, he scheduled a payment arrangement for processing on September 16, 2017, and his service was restored on September 1, Subsequently, he cancelled the scheduled payment arrangement on September 1, We confirmed between September and of 2017, he remitted less than the required payment amounts on his account; however, his account still remains active In an effort to ensure that Mr***’ account concern was satisfactorily resolved, we attempted to contact him via phone and email on September 1, and of 2017, and we mailed a letter to the address on file on September 8, 2017, advising him our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a response from Mr*** Therefore, we continued with our contact efforts to Mr [redacted] on September 15, of Upon receipt of Mr [redacted] filing, we attempted to contact him again on September and of 2017, also on October of 2017, to obtain additional clarification of his account concerns Unfortunately, we were unsuccessfulWe look forward to speaking with Mr [redacted] and encourage him to contact us regarding any concerns he may continue to have with his accountMr [redacted] should have his PIN and security information available when he contacts the undersigned We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matter If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of [redacted] We appreciate your assistance in bringing our customers’ concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’s concern According to the information provided, Ms [redacted] expressed her dissatisfaction with the cost of her monthly recurring charges exceeding the quoted amount of $per month Also, Ms [redacted] stated that she did not receive her promotional discount in association with the terms of her new Lease Agreement Furthermore, Ms [redacted] stated that she was charged a Lease Device Non-Return Fee upon the completion of her device upgrade Ms [redacted] requested that Sprint review these matters, honor the quoted amount and adjust her account accordingly In addition, allow her the ability to establish a payment arrangement for the outstanding account balance Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that Ms [redacted] contacted our Customer Care group on January 19, 2017, regarding her price plan At that time, Ms [redacted] elected to update her price plan from our $Unlimited plan to our $Unlimited Freedom plan w/$Automatic Payment discount per month upon the enrollment in Sprint’s Automatic payment program In addition, Ms [redacted] completed an upgrade on phone number ending in [redacted] from an Apple iPhone Plus to an Apple iPhone Plus device via Sprint’s 18-Month Leasing program with our Telesales group Ms [redacted] was offered a monthly discount of $per month towards the cost of her monthly lease charge of $per month Upon the completion of the upgrade, the Lease Agreement associated with the iPhone Plus device was cancelled and her account was systematically assessed the remaining Lease cancellation charge and Lease Device Non-Return Fee totaling $as indicated on the March billing statement Our records further indicate on March 21, 2017, Ms [redacted] ’s promotional discount was added to her account and we applied a total adjustment of $to offset the promotional discount for the previous three months Furthermore, our records indicate that Ms [redacted] received an adjustment of $on March 3, 2017, to offset the disputed charges as indicated on the aforementioned billing statement Based on our account review, we are unable to substantiate that Ms [redacted] was quoted a month rate of $per month Please note that Ms [redacted] account is associated with two lines of services with a total monthly rate of $per month, including the promotional discount taxes and fees We spoke with Ms [redacted] in April 2017, and relayed the above information At that time, we informed Ms [redacted] that we reviewed her concerns and confirmed the adjustments associated with her Lease Agreement were added to her account on March 21, Ms [redacted] confirmed she did resolve her concern with the equipment charges assessed to her March 1, billing statement Also, we assisted Ms [redacted] with establishing a payment arrangement for her outstanding balance as requestedMs [redacted] acknowledged the information that was provided to her We regret any inconvenience Ms [redacted] may have experienced regarding this matterIf Ms [redacted] has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance [redacted] Terrance [redacted] Executive Services Analyst