Sprint Corporation

November 16, Revdex.com Ward Parkway 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 complaint of Ms [redacted] submitted on November 2, We appreciate your assistance in bringing our customer’s concern to our attention Ms***’ filing expressed her dissatisfaction with two leases associated with phone lines ending ***Ms [redacted] stated she completed a change of ownership for a lease in May Ms [redacted] requested to terminate the original lease and begin a new lease at a retail locationAt that time, she was informed she did not need to turn in the original deviceAs a result, Ms [redacted] requested that Sprint adjust her account and terminate the original lease Sprint has reviewed Ms***’ complaint and notes that according to our records, on May 23, 2016, she requested a change of ownership for phone line ending with [redacted] via Sprint’s Leasing programEffective September 19, 2014, Sprint 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, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseAt that time, Ms [redacted] accepted the lease agreement associated with phone line ending in ***On June 26, 2016, MsWeek upgraded her device associated with phone line ending in [redacted] via Sprint’s Leasing program We were unable to confirm Ms***’ claim regarding not having to return the device associated with the original leaseTo resolve this matter, on November 15, 2016, we terminated the original lease and applied an adjustment of $to offset the lease cancellation chargesWe contacted Ms [redacted] on November 16, 2016, and discussed our resolutionAs such, her understanding was expressedWe apologize for any inconvenience this may have caused Ms*** If Ms [redacted] has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case 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 In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken to receive the $buyback credit offered on March 3, 2016, when she upgraded her Sprint deviceShe requested that we honor the terms of our promotion and provide her $account credit We regret any possible misunderstanding that may have occurred regarding the referenced Samsung Buyback $promotionOur records reflect that she upgraded her equipment on March 3, 2016, to a Samsung Galaxy Sdevice, apparently meeting the qualifications for that promotion During our conversation with Ms [redacted] on April 15, 2016, we confirmed the terms of the above-mentioned promotion and her promotional eligibility when she returned her previously-activated smartphone device to usAs a result, we applied a credit of $to her Sprint account to match the promotional offerMs [redacted] confirmed that her issues have been addressed and resolved to her satisfaction On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] 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 ###-###-####, ext***I am available Tuesday through Saturday, a.mand p.m., Central Time Sincerely, Lori K Executive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] filing expressed their dissatisfaction with the increase to the monthly service charge associated with Total Equipment Protection (TEP) option Additionally, she stated that she made a payment in the amount of $for a damaged device at her local Sprint store on March 30, 2017, and was advised that the charge would not reflect on her bill However, the $charge reflected on her most recent invoice As a result, Ms [redacted] is requesting to receive a credit for what she states she has been overcharged for the TEP option and to have the $charge removed from her bill During our conversation with Ms [redacted] ***, an authorized user on Mr [redacted] account on April 24, 2017, we explained that effective March 14, 2014, the Total Equipment Protection Plus (TEP Plus) option was provided to existing TEP customers for $per month TEP Plus option provides the most comprehensive coverage and includes the Tech Expert option support for virtually all connections to the TEP Plus subscriber's smartphoneFurther details regarding TEP Plus may be found at www.sprint.com/tep Our records reflect that Ms [redacted] upgraded to a new Smartphone device on phone number ending in [redacted] on March 31, Upon upgrading to the new device Ms [redacted] was provided with a clear disclosure of the $TEP Plus option and all other applicable fees and charges Furthermore, we were able to locate signed copies of the electronic transaction summary, which includes a description of the charges in question Based on our review, we were unable to identify any miscommunication regarding the $TEP Plus option on Sprint’s part during the process of upgrading to a new deviceWe sustain that the charges are valid and respectfully decline her request to provide a refund for what she states she has been overcharged Additionally, we advised Ms [redacted] that our records reflect that she was billed $on March 30, 2017, for the damaged device and a payment in the amount of $was posted to her account on the same day to cover the charge We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Sunday through Thursday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

November 1, Revdex.com of Greater Kansas Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she was informed her bill would be $including taxes, however her bill was $ She is requesting $credit for the difference in charge 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 In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Further, as stated in our Terms and Conditions of Service, monthly charges exclude taxes & Sprint Surcharges We spoke with Ms [redacted] on October 24, 2016, and informed her of the above information Although we maintain that the charges are valid, due to any possible misunderstanding that may have occurred, and to bring her concern to an amicable resolution, we offered to apply credit of $and she accepted We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-#### I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Associate Analyst

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] L [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms [redacted] , filed on behalf of the account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s inquiry, she advises that she had to file a claim with the insurance company, Asurion, for phone ***-XXX-*** She further states that she placed this phone line on our stand by plan while she waited for the replacement, and believed that no charges would be assessed for this time period Additionally, she states that once the replacement phone was activated, this phone line was not added back to the original shared data plan, and was assessed a $per month charge for an individual plan Therefore, she is requesting that we place her phone back on the original plan, and credit the $charge for each billing period We regret any possible misunderstanding regarding this matter After a review of our records, we confirmed that phone ***-XXX- [redacted] was added back to the original shared plan on December 23, 2016, and the account was credited $after a recalculation of her service plan was performed After a careful review, we determined that another $credit was warranted as a result of the service plan recalculation from July 11, 2016, to December 22, Ms [redacted] is satisfied with this resolution As a result, Sprint considers this matter fully addressed and resolved We appreciate having had the opportunity to assist in resolving the [redacted] ’s account concerns, and we look forward to a long and positive business relationship with her If further assistance is needed regarding this matter, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I think they have made a deal with me the please hold off until I know for sure

June 30, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint for [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] expressed her dissatisfaction with an additional line of service being placed on a separate price plan at the time of activation, resulting in her account being overcharged by $per monthMs [redacted] requested that Sprint review this matter, place the additional line of service on her current price plan and process a refund to her accordingly Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Ms [redacted] established a new line of service corresponding with phone line ending in [redacted] on July 8, During this sales transaction, she purchased an IPhone SE device at discounted pricing in exchange for a two year Service Agreement with our Telesales groupUpon the activation of service, the aforementioned phone line was configured onto a separate price plan Our records further indicate that our Customer Care group updated the price plan on May 20, 2017, on the aforementioned phone line, which was configured onto her current Shared plan In addition, an adjustment was applied to her account on May 30, In an effort to ensure a satisfactory and mutually acceptable resolution, we attempted to contact Ms [redacted] via phone and email on June and of 2017, advising her of our receipt of her complaint and the need to speak with her directly Unfortunately, we have not received a response from Ms [redacted] Therefore, we continued with our contact efforts to her on June 20, and June of 2017, without success Should Ms [redacted] require additional assistance with this matter, we encourage her to contact undersigned directly at the phone number noted below at her earliest convenience We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her accountMs [redacted] should have her PIN and security information available when she contacts us We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve this matter If I may be of further assistance, Ms [redacted] can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William S William SExecutive Services Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

July 17, 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 complaint of [redacted] , submitted on June 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she stated that she had an unfavorable customer service experience while attempting to address her account concerns Ms [redacted] expressed her dissatisfaction with the inability to receive the 50% off iPhone 32GB promotional credits, upon the completion of her device upgradesMs [redacted] requested that Sprint review this matter and honor aforementioned promotional offer Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that on December 18, 2016, Ms [redacted] upgraded her devices associated with phone line ending in [redacted] and [redacted] and activated two iPhone Plus devices via Sprint’s 18-Month Leasing program during the 50% off iPhone 32GB promotional offer Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge More information regarding the Lease program is available at our website, www.sprint.com/lease For a limited time, the 50% off iPhone 32GB promotional offerCustomers’ can receive an iPhone 7/Plus device with eligible device trade-in, upon activating or purchasing an iPhone 7/Plus device via Sprint’s 17/Month LeasePlease be advised that all iPhone 7/Plus memory configurations are eligible to receive service credits on lease Customers must own their device, cannot be associated with a Lease or open Installment Billing Agreements and traan iPhone or 6s devicesFurthermore, the credit will award on the bill in one to two billing cycles However, due to an inadvertent error the aforementioned promotional credits were not awarded to her account We spoke with Ms [redacted] on July 14, 2017, and relayed the aforementioned information to her In an effort to ensure satisfactory and mutually acceptable resolution, Sprint agreed to apply a one-time adjustment of $to her account to offset the difference of the monthly lease charges associated with phone lines ending in [redacted] and [redacted] for the 18-Month lease term We appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and our Customer Care group 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 her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Romualdo F Executive Services Analyst

I am currently waiting for a return kit from Sprint in order to take my business elsewhereSharon has been very attentive insuring this is properly and adequately taken care of Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

August 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry, [redacted] , [redacted] , [redacted] Sprint Account xxxxxx [redacted] 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 attention In the information provided, Ms [redacted] stated that on July 25, 2017, her new iPhone ceased to work in a specific area in Charlottesville, Virginia She indicated that she visited one of our retail stores for assistance with her device and waited minutes before being informed that she would have to visit another store approximately miles away Ms [redacted] further indicated that her attempts to resolve her concerns have resulted in unfavorable customer service experiences As a result, she is requesting assistance with this issue We regret any possible misunderstanding that may have occurred regarding this matter Sprint has made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation We regret that Ms [redacted] experienced difficulty with her device while attempting to use it During our communication with Ms [redacted] , she stated that she was informed by one of our representatives that there was an issue with one of the cell sites in the area due to a recent storm, but she stated that at the time of her inquiry regarding her device not making and receiving calls, no one was able to advise her of this matter She also indicated that she left work early to attend to her device concerns only to wait for a long period of time to find out she was not at a repair store We informed Ms [redacted] that we regret the length of time that she spent at one of our retail stores and we are pleased that the matter has been resolved, and that it is not a device issue As per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve concerns that are brought to our attention; however, as a goodwill gesture for the time spent in one of our retail stores, an in an attempt to resolve this matter satisfactorily, we applied a one-time $credit to Ms [redacted] ’s account today She accepted the offer and she is satisfied We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience 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 will utilize this input to improve our training and processes We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her device concerns Should there be any additional questions or concerns with this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

July 6, Revdex.com Ward Parkway, Suite 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 inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed our assessing charges to her account for four phones and a data device that she states were presented to her as free during a recent transaction at one of our retail locationsShe also described unfavorable customer experiences during her attempts to address that matter Ms [redacted] requested that we remove all charges related to the devices in question from her account We regret any misunderstanding that may have occurred related to the billing associated with Ms [redacted] ’s referenced phones and data device Our records reflect that Sprint offered new customers the option to purchase two or more LG Stylo devices via Sprint’s 24-month Installment Billing program and receive service credits to offset the monthly equipment installment for each device During our conversation with Ms [redacted] on June 28, 2017, we explained the above-noted information Our records further reflect that Ms [redacted] accepted four LG Stylo devices via Sprint’s Lease program instead of the 24-month Installment Billing option As a result, her transaction was not eligible for the above-mentioned promotion Additionally, we were unable to identify a free Tablet promotion offered on September 29, 2016, when she activated her new Sprint account Ms [redacted] confirmed that she ported four of her lines of service to another carrier on June 24, Although we were unable to identify any Sprint error related to this matter, we offered to offset the remaining equipment charges totaling $for her four LG Stylo devices contingent upon the return of that equipment to our possession, in good condition This offer is valid through July 28, 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 will utilize this input to improve our training and processes We regret the loss of Ms [redacted] ’s business and any inconvenience these concerns may have caused Ms [redacted] If we can further assist Ms [redacted] with these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] was a great service to me and very professional I appreciate her help, and timely response Regards, [redacted] PS I wanted to either redraw my complaint, or at least update the file after I talked with ***, however the Revdex.com system would not let me make any changes until she responded

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] - [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent rebuttal of Ms [redacted] - [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] - [redacted] states that she has been over charged for monthly services and request that we send her a Return Kit for the lease devices or allow her to keep them Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any misinformation and or misunderstanding that may have occurred related to Ms [redacted] - [redacted] ’s Sprint billing Our records reflect that Ms [redacted] - [redacted] canceled two of her lines of service on February 24, 2017, when she ported from Sprint to another service provider and that on April 27, 2017, she contacted our Customer Care department to request cancellation of her remaining two lines of service at the end of the current billing cycle, effective on May 17, Our records further indicate that because Ms [redacted] - [redacted] canceled the lines ending in [redacted] and [redacted] and did not return the devices to Sprint, pursuant to the terms of the associated lease agreement accepted on January 5, 2015, we assessed a $Purchase charge to her account, per phone During our conversation with Ms [redacted] - [redacted] on May 5, 2017, we advised her that the account balance of $included an outstanding balance of $281.90, monthly service charges, international calls, late fee charges, the two $purchase charges and applicable taxes and surcharges In an effort to mutually resolve this matter, we canceled the two tablet lines ending in [redacted] and ***, effective on May 5, 2017, and applied credits totaling $to the account to offset the monthly service charges, reducing her balance to $ Additionally, we offered to credit the disputed equipment purchase charges, totaling $424, in full contingent upon her returning the leased equipment to us in good working condition within the next business days Ms [redacted] - [redacted] accepted our offer, and we have mailed her a Return Kit to the address on file to facilitate the return of the Samsung Galaxy Sdevices to our possession Once we verify that the equipment has been returned to us, we will apply credit to the account to offset the $purchase amount Further, we informed Ms [redacted] - [redacted] that she is responsible for the balance difference of $321.90, of which $is delinquent and subject to collections actions if not paid immediately We regret any inconvenience this matter may have caused Ms [redacted] - [redacted] and the loss of her business If we can be of further assistance related to this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

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 The issue was handled immediately and in a very professional manner John Cis a great asset to Sprint Regards, [redacted]

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] stated that he was offered a replacement device after a device diagnostic evaluation by our service and repair technicians confirmed a software issue on June 9, He contacted us to inquire about the delivery status and we informed him that a replacement order was not visible in our systems As a result, he requested that we replace his Galaxy Sdevice with the Galaxy SEdge We appreciate Mr***’s taking the time to provide details of his experience with representatives of our Customer Care department We regret that the level of service he received was not indicative of the world-class service we strive to provide With the information in his Sprint account records, we were able to identify the representative that informed him a replacement device was not ordered on June 9, Feedback regarding this experience has been forwarded to management empowered to make changes in this area We further regret any difficulty Mr [redacted] may have experienced with the replacement of his malfunctioning Sprint device All new Sprint devices come with a limited one-year manufacturer’s warranty Our records reflect that Mr [redacted] took his device to one of our service and repair centers on June 9, 2016, and that a replacement device was ordered for him, pursuant to the terms of the one-year manufacturer’s warranty Our records further reflect that the device was delivered to Mr***’s billing address on June 13, Based on the information outlined above, we are unable to identify any Sprint-related error that would warrant our replacing his Samsung Galaxy Sdevice with the Samsung Galaxy SEdge We explained this information to Mr [redacted] during our June 14, 2016, discussion with him Mr [redacted] confirmed that the expected replacement device was received on June 13, 2016, and indicated his satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***, and we appreciate his continued business If we can be of further assistance with this issue, 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 p.m., Central Time Sincerely, Russell L [redacted] Executive Services Analyst

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

October 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] -*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] - [redacted] stated that she canceled services as a result of her dissatisfaction with our network Ms [redacted] - [redacted] requested that we unlock her device Our records reflect that Ms [redacted] - [redacted] obtained her iPhone 6S device via our Sprint Lease program Our Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease During our conversation, we confirmed that the lease has been satisfied Therefore, Ms [redacted] - [redacted] was not charged a lease cancelation charge However, because she did not return the device, Ms [redacted] - [redacted] was billed the device purchase charge, which is valid “Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; The account associated with the device must be in good standing; The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and The device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Ms [redacted] - [redacted] paid the device purchase charge and the referenced iPhone 6S device is eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on September 27, We appreciate Ms [redacted] - [redacted] for taking the time to provide us with the details of her experience with our Customer Service group We are continually seeking ways 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 We regret the decision that led Ms [redacted] - [redacted] to cancel her services with Sprint If I may be of further assistance with this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12172470, and find that this resolution will be satisfactory to me once everything have been completed Mr [redacted] has been helpful, but I will not be satisfied until everything have been fully resolved and I receive my refunds and am out of my contract with no charges remaining I believe it will all be taken care of as stated by Mr [redacted] , but the process will still take a number of days before it is 100% resolved Regards, [redacted]

November 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, Kena [redacted] Account XXXXX Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted rebuttal of MsKena [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 agency once again In her rebuttal, Ms [redacted] reiterated that the signature on the equipment lease agreement disputed in her initial filing is not hers, although she acknowledged that our assistance with that dispute was helpful We regret any frustration our October 31, 2017, response to Ms [redacted] ’s initial Revdex.com filing may have caused her However, as outlined in that response, although Ms [redacted] stated that the signature on the referenced agreement is not hers, she confirmed that she consented to that device lease and activated the corresponding equipment on her Sprint account on April 18, 2017, and used the device until the line of service was canceled on August 11, Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail to discuss any remaining concerns she may have related to this matter in further detail on November 3, 8, and 9, 2017, were unsuccessful, and we have not received a response from her However, we believe that her initially-reported dispute has been fully addressed If we can be of further assistance with this concern, or if Ms [redacted] would like to provide additional information for our consideration, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst