Sprint Corporation

Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of the account holder, Melissa *** We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s filing, he stated that he cancelled his services on his account and returned the devicesMr [redacted] stated that he was at the end of his lease, cancelled and paid off his account, and returned the devices to a local Sprint Retail Store location However, his account was assessed Lease Device Purchase Amount chargesTherefore, Mr [redacted] requested that Sprint review these matters, and adjust his account accordingly 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 website via 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 Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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, Mr [redacted] 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 Our records indicate that Mr [redacted] cancelled two lines of service on his account on September 13, However, we have not received the devices Since Mr [redacted] participated in Sprint’s Leasing program, his account was assessed Lease Device Purchase charges for phone numbers ending in [redacted] and [redacted] in the amount of $as reflected on his September invoice During our conversation with Mr [redacted] on September 25, 2017, we advised him once the phones are received in good working condition and undamaged at our Returns warehouse; we will waive the Lease Device Purchase chargesMr [redacted] expressed his satisfaction with our resolution

September 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Sprint is in receipt of the complaint of Ms [redacted] submitted on August 20, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the difficulties she encountered with receiving a refund, after she returned the Samsung Galaxy Sdevice to SprintFurther, she stated that when she inquired about the returned device, she was informed that the phone was not listed as a return and she was unable to upgrade to the Samsung Galaxy Note device until it is removedIn addition, Ms [redacted] stated she would like the incentives offered by our third-party retailer, [redacted] Mobile for purchase of the new Samsung Galaxy Note deviceMs [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, on May 25, 2015, Ms [redacted] established service with Sprint with a line of service associated with phone line ending in ***Our records show Ms [redacted] activated a Galaxy Sdevice on August 1, via Sprint LeaseEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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 payments vary by device and a down payment may be required and varies by customer and 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 [redacted] However, Ms [redacted] elected to exchange the Samsung Galaxy Sdevice for the Samsung Galaxy Note deviceOur records reflect that she returned the Samsung Galaxy Sdevice on August 3, 2016, and upgraded to the Samsung Galaxy Note device on August 23, 2016, activated via Sprint Lease We spoke with Ms [redacted] on August 26, 2016, and she stated her device was upgraded to the Samsung Galaxy Note device and that all other matters listed in the complaint had been resolvedMs [redacted] confirmed she was satisfied with our resolution and did not need anything furtherWe apologize for any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matter If I can be of any further assistance, Ms [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention In her complaint, Ms [redacted] expressed her dissatisfaction with recent billingMs [redacted] stated that, in April 2015, she activated a new line of service that was to be free of charge; however, she later discovered that charges were assessed for this lineIn addition, Ms [redacted] advised that she was charged for Total Equipment Protection (TEP) that she declined at the point of saleMs [redacted] further states that, despite contacting our Customer Care department to have the plan corrected and her account adjusted, she was met with unsatisfactory service and the issue persistedMs [redacted] has since cancelled her service and is dissatisfied with this ongoing issue and as a result, she has requested that her balance be adjusted for the plan difference We spoke with Ms [redacted] on August 19, 2015, to discuss this matter in detailWe explained that the new line of service activated in April was not eligible for the 12-month Add-a-Line promotion because the device was not purchased using our lease optionIn light of any possible confusion regarding the promotion or her acceptance of the TEP option, we applied an adjustment of $to her account to offset the disputed charges associated with the service plan and TEP monthly service chargesMs [redacted] has accepted our resolution and expressed her satisfaction We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We regret any inconvenience that this matter may have causedIf you have any further questions or concerns regarding this matter, you can contact our Executive & Regulatory Services department toll free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Cynthia C Cynthia C Executive Services Analyst

---------- Forwarded message ----------From: John [redacted] < [redacted] >Date: Fri, May 5, at 2:PMSubject: ID [redacted] ResolvedTo: [redacted] ID [redacted] was resolved once I got in contact with Sprint Rentention ServicesI do still think that the Sprint employee "***" should still be listed as a decieving phone sales personHe apparently is no longer in the State of Colorado and moved back home to Ohio.Thank You,John

August 14, 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 rebuttal inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s subsequent complaint, while her issue is resolved, she expressed dissatisfaction that she had to eliminate the tablet line in order to avoid the $monthly service charge She indicates that the promotional offer she signed up with included three lines for $100, and she believed the tablet line was included in that promotional rate We made several unsuccessful attempts to contact Ms [redacted] by phone and email on August 8, 10, and 14, 2017, regarding her feedback As discussed with Ms [redacted] during our original conversation, the promotional offer did not include tablet lines; therefore, the tablet line was billed $for an unlimited service plan; however, Ms [redacted] accepted our offer to cancel the tablet line and retain the device for use only Please note that the cost to Ms [redacted] to retain the device was minimal, as Sprint had absorbed most of the cost as a goodwill gesture Accordingly, while we regret Ms [redacted] ’s dissatisfaction regarding this matter, Sprint was unable to identify a billing error and must respectfully decline any additional credit consideration or service plan modification If Ms [redacted] has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

April 18, 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 According to the information provided, Ms [redacted] expressed her frustration with multiple requests to cancel an equipment agreement and phone line without action from Sprint She continues stating that the line is still active and she has been billed for services not used under that number We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on April 17th, 2017, and apologized for any frustration she experienced due to the billing issues caused During the conversation, I advised Ms [redacted] that the line has been canceled and all charges dating back to her initial request in December has been adjusted Ms [redacted] requested to modify her payment arrangement I assisted with more feasible payment options and confirmed with Ms [redacted] that all her issues have been addressed and resolved On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx***, [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] submitted on June 29, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr***’s stated that he had an unfavorable customer service experience while attempting to address his account concernMr [redacted] stated that he contacted our Customer Care group to satisfy his Lease Device Purchase Amount charge of $ However, he was advised of the required tax amount in association with the aforementioned charge Therefore, he requested a receipt breaking down the tax portion of his bill, without successAs such, Mr [redacted] requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr***’s complaintAccording to our records, Mr [redacted] established phone line ending in [redacted] on September 26, At that time, he activated an iPhone 6s device via Sprint’s Leasing programPlease note 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 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, Mr [redacted] can purchase the devices 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 Our records indicate on June 29, 2017, Mr [redacted] has elected to keep the equipment after fulfilling the terms of his respective Lease Agreement, and contacted Sprint’s Customer Care group to remit a payment to satisfy the Lease Device Purchase Amount charge Therefore, our Customer Care group cancelled the Lease Agreement to process the payment; however, Mr [redacted] declined to remit a payment for the Lease Device Purchase Amount charge of $215.58, which includes the related taxesTherefore, the Lease Device Purchase Amount charge was assessed to his account, which will reflect on his July billing statementAs such, the associated taxes will reflect on the above billing statement We spoke with Mr [redacted] on July 17, 2017, and relayed the aforementioned information However, Mr [redacted] disagreed with our findings and advised us that he no longer wish to discuss this matter with SprintWhile Mr [redacted] may disagree with our findings, we are confident that his account concerns were addressed to the best of our ability We appreciate Mr [redacted] taking the time to provide us with his feedback regarding our Customer Care group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for review 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 a.mand p.m., Eastern Time Sincerely, Romualdo F Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I have already resolved this issue outside of the Revdex.com however please be advised that Sprint misinterpreted the issueThe issue was with the sales tactics and misleading informationI was advised my bill would not go up and not only did it doubledIf the sales agent would have told me my bill would have gone up I would not have accepted this transactionSince that was clearly not the case there lies my issueHe clearly viewed commission as his priority over honesty 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] ***

June 1, 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 complaint of [redacted] submitted on May 22, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to address her billing concernMs [redacted] expressed her dissatisfaction with monthly installment billing charges reflected on her billing statements, after she established services with SprintMs [redacted] specifically stated that she was offered a promotion for $in free merchandise per line of serviceMs [redacted] requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms [redacted] ’s complaintOur records reflect that Ms [redacted] visited a local Sprint Retail Store location on January 17, 2016, with the intent to upgrade her devices associated with phone numbers ending in [redacted] and ***At that time, Ms [redacted] purchased an iPhone 6s Plus Gold 16GB device associated with phone number ending in [redacted] and an iPhone 6s Plus Gray 16GB device associated with phone number ending in ***Additionally, she purchased a Kate Spade Hybrid Hardshell Case for Apple iPhone /6s Plus devices, an ADOPTED Leather Folio Case for Apple iPhone Plus/6sPlus, a Nite Ize Clip Case Hard-Shell XXL Holster and a Harman Kardon Aura Wireless Stereo Speaker via Sprint’s Installment Billing program Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We regret any misunderstanding which may have occurred and any inconvenience caused to Ms [redacted] However, upon activation of service, Ms [redacted] was provided with a clear disclosure of her monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Ms [redacted] ’s Installment Billing Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms [redacted] ’s plan or other monthly charges on Sprint’s part during the activation of her current planSprint was unable to substantiate Ms [redacted] ’s claims that the aforementioned accessories were offered free of charge Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return the device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf the service plan selected required a service agreement, no termination fee is charged when the services are canceled within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationSprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process We spoke with Ms [redacted] on May 30, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms [redacted] that our records reflect she elected to upgrade her devices as well as update her price plan for her two phone numbers ending in [redacted] and [redacted] to Sprint’s Framily plan and the representative built in additional discounts which awarded a value of $to offset her monthly recurring installments, which are being assessed at reflected on her monthly billing statements leaving a remaining $in additional discounts offered recurring monthlyPlease be advised that Ms [redacted] was offered a resolution by the Retail Store’s Management team to pay off the Installment Billing Agreement early by remitting the amount of $and the store would issue a one time courtesy credit on her account in the amount of $on October 26, 2016; however, she decline the aforesaid offerMs [redacted] confirmed that she was offered this resolution yet she remains dissatisfied and disagrees with our findings While Ms [redacted] may disagree with our findings, we are confident that her account concerns were addressed and resolved to the best of our abilityAlthough, Sprint sustains no further credit is due, in order to provide an amicable resolution and closure to this matter, we offered to provide a one time courtesy adjustment in the amount of $to offset monthly recurring service charges reflected on Ms [redacted] ’s May invoiceMs [redacted] declined our offer; however, we will still offer to apply the one time courtesy adjustment in the amount of $If Ms [redacted] should choose to accept our offer we urge her to contact the undersigned at the number below within days of this letter We appreciate Ms [redacted] taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize her input to improve our training and processes We apologize for any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I reviewed my bill and the $insurance deductible along with the late fee charges were refunded Regards, [redacted] ***

April 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 According to the information provided, Ms [redacted] expressed her frustration with her Sprint account being canceled without her knowledge when she requested for suspension due to military deployment At this time, her account has been written off in the amount of $ We regret that the customer service Ms [redacted] experienced has fallen short of her expectations It is our goal to provide first-class customer service at all levels of interaction We spoke with Ms [redacted] on March 30th and April 3rd, 2017, and apologized for any frustration she experienced due to the billing issues caused During our conversations on March 30th and April 3rd, 2017, we discovered that the customer did not complete a payment arrangement set up for $to be paid on June 28th, Due to Ms [redacted] not meeting the payment requirement, the collection activity began on July 1st, resulting in her account being written off for that amount included with her final month of service in June along with accelerated charges for her equipment commitments Sprint and Ms [redacted] were able to come to an agreement to which she would send back of the devices that were billed accelerated charges where Sprint would adjust the final balance once received Additionally, an adjustment to half of the remaining charges thereafter would occur, requiring a final payment for Ms [redacted] in order to advise the credit bureau that this debt has been satisfied Ms [redacted] accepted these terms as resolution to her concern On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this concern If we can be of further assistance, or if Ms [redacted] has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

April 11, 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: 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] cited his dissatisfaction with our not honoring the terms of a recent equipment upgrade promotion offered to him when he upgraded his previous devices to iPhone and Galaxy Sdevice models He also described unfavorable customer experiences during his attempts to address that matterHe requested that we honor the promotional equipment pricing as initially offered We regret any possible misunderstanding that may have occurred regarding the terms of our referenced promotion We identified that, at the time of Mr [redacted] ’s referenced device upgrade transaction, the referenced promotion was inadvertently not added correctlyBased on this, we were unable to provision the expected monthly device credits to his account During our March 29, 2018, conversation with Mr [redacted] , we explained the information outlined above However, we also confirmed that, due to any miscommunication that may have been provided to him related to this matter, Sprint had previously addressed this matter by providing a lump-sum service credit of $to his account to offset an amount equivalent to the full value of the referenced device promotionsWe have credited the account for the full value of the promotional offers in the only means available to us at the time, as a service credit, and the equipment charges, though fully reimbursed, will continue to reflect on the invoice due to the equipment financing agreement We appreciate Mr [redacted] providing feedback regarding his recent interactions with our Sales and Care personnel We are continually striving to improve the quality of service provided to our customers Please be assured that we value feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused 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 1-844-282-8211, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

July 3, 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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he visited a Sprint Retail Store location and upgraded his LG Gto an iPhone deviceMr [redacted] further stated that he paid a Restocking Fee, plus a $down payment for the iPhone deviceHe also stated that Sprint advised him that he would receive a refund totaling $based on the return of the LG GdeviceHowever, Mr [redacted] stated that he has not received a refund of $Therefore, Mr [redacted] requested that Sprint review this matter, process a refund totaling $to his debit card on file or apply an adjustment of equal value towards his Sprint account and respond accordingly Sprint has reviewed Mr [redacted] ’s complaint and our records reflect that on March 24, 2017, he visited a Sprint Retail Store location and purchased and activated an LG Gdevice associated with phone number ending in [redacted] via our Lease programFurthermore, our records reflect that on April 10, 2017, Mr [redacted] returned to the Sprint Retail Store location and exchanged his leased LG Gfor an iPhone Plus device via our Lease programHowever, our records do not reflect that Mr [redacted] remitted an additional payment of $upon exchanging the aforementioned deviceTherefore, Sprint is unable to identify any sales related errors We spoke with Mr [redacted] on June 30, and relayed the information to himAdditionally, Mr [redacted] confirmed that he is unable to forward any information that supports his complaintHowever, in an effort to reach an amicable resolution to his account concerns we offered to apply a one-time courtesy adjustment totaling $to his account to offset a portion of his June invoiceMr [redacted] agreedFurthermore, Mr [redacted] has expressed his satisfaction regarding the resolution of his account concerns We regret any inconvenience this matter may have caused Mr [redacted] 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 a.mand p.m., Central Time Sincerely, Chanda L Executive Services Analyst

[redacted] < [redacted] >10:AM (hour ago)tomeHello,Per our conversation please close this complaint for Sprint as it has been resolved.Thank you, [redacted]

August 15, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] - [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms [redacted] expressed her dissatisfaction with the cost of her November billing statement Ms [redacted] further expressed her dissatisfaction with Sprint’s coverage in [redacted] , New Jersey and New York, New York In addition, Ms [redacted] expressed her dissatisfaction with the cancellation charges that will be assessed to the account upon cancellation of service Ms [redacted] requested that Sprint review this matter Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] on August 10, and explained to Ms [redacted] that her December 7, payment of $was applied to the monthly recurring and monthly lease charges on her November bill statement We regret that Sprint’s coverage in [redacted] , New Jersey and New York, New York have fallen short of Ms [redacted] ’s expectations Based on her service address, Ms [redacted] is located in best coverage She should expect good service outdoors and indoors In Best coverage some small pockets of poor service may occur based on obstructions, foliage, and terrain, but should be rare or infrequentIn addition, Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Our network team investigated her coverage concerns and identified that we previously identified network upgrades taking place in [redacted] , New Jersey and New York, New York, however, those updates have been completed and we anticipate that her service levels will gradually improve and return to normal 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 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 We further note that any Lease Device Purchase Amount charges are waived once Sprint receives the current device at the warehouse, however, any unfulfilled monthly lease payments are valid For further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have one issue that has been resolvedCurrently, waiting for the other issue to get resolved as wellI have not received the return kit for the phone yetSo I'm hoping sprint sent it to the correct address Regards, [redacted]

June 9, 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 filed by Ms [redacted] *** We appreciate the opportunity to address her account concerns According to the information provided, Ms [redacted] states that when she established service with Sprint in April 2017, she was led to believe that her monthly bill would be $monthlyHowever, when she received her first bill it was for $She further states that she contacted Sprint and was advised that Total Equipment Protection was added to her account and she would receive a creditShe has since received a collection call from Sprint and is requesting Sprint review this matter During our discussion with Ms***, we confirmed that her account is currently configured with Sprint’s Unlimited Freedom Plan, consisting of unlimited talk, text, and data This plan bills at $for her wireless line ending [redacted] per monthSprint’s Total Equipment Protection (TEP) option was added to her wireless line of service ending [redacted] that bills at $per month Additionally, she has a Lease Agreement that bills a total of $monthly The sum of these charges total $before applicable discounts, taxes and surcharges Ms [redacted] has the option to change her service plan at any time Despite being unable to confirm that a Sprint billing error occurred, in an effort to amicably resolve this matter, on May 8, 2017, we cancelled the TEP option on her account and applied credits totaling $to the account to offset the disputed charges incurred We regret any inconvenience this matter may have causedIf Ms [redacted] has any further concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

Tell us why hereJune 22, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# [redacted] , Ms [redacted] Sprint Account# xxxx***, Mr [redacted] Sprint Case# [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] submitted on behalf of Mr [redacted] on May 26, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s filing, she expresses her dissatisfaction with the lack of coverage in their home service area of Fort Mohave, AZ, upon establishing services with SprintMs [redacted] expressed her dissatisfaction the charges assessed to their accountSpecifically, stating that the promotional service credits associated with the purchase of the iPhone devices are not reflected within the detailed billing section of their monthly billing statementsMs [redacted] requested that Sprint review these matters and allow them the ability to cancel services without further cost to them Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Mr [redacted] activated two iPhone Plus devices on phone numbers ending in [redacted] and [redacted] via Sprint’s Leasing program on October 26, 2016, during Sprint’s iPhone with Eligible Trapromotional offer We regret any miscommunication that Mr [redacted] may have received in reference to Sprint’s promotional offersSpecifically, Sprint’s iPhone with Eligible Trapromotion and billing practicesPlease note that 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 informationIn 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 pricingPlease be advised that the promotional service credits of $per line in accordance the aforementioned promotion is being applied to the account on the 26th of each monthAccordingly, the promotional credits are reflected on the first page of each billing statementAs such, we are unable to identify any billing errors We regret that the coverage in Mr [redacted] ’s area has fallen short of their expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving their billing address of Fort Mohave, AZ is within Sprint’s “good” coverage As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same We spoke with Mr [redacted] on June 13, 2017, and again on June 22, 2017, to discuss his account concerns in detailDuring our discussions, we advised Mr [redacted] that we confirmed that he could be experiencing poor indoor coverage and therefore, we offered him an Airave device to enhance his indoor coverageAfter further review of this matter with Mr [redacted] , we determined that he is also experiencing coverage issues in his surrounding areasA review of the surrounding areas in question, does not reflect service coverage that supports his wireless needsIf cases wherein an emergency or business related matter should arise, Mr [redacted] requested the use of another wireless service provider In an effort to ensure a satisfactory and mutually acceptable resolution, we offered Mr [redacted] the ability to return his devices undamaged and in good working condition to our Returns warehouse in exchange for the waiver of his respective Lease Agreements totaling $1,This amount represents the remaining Lease cancellation and Lease Device Purchase Amount chargesMr [redacted] stated that he will contact his previous wireless service provider to determine if their promotional offers would cover cost of the aforementioned charges, prior to turnithe Sprint iPhone Plus devices to themWe look forward to speaking with Mr [redacted] and encourage him to contact us regarding this matter to finalize our proposed offer We regret any inconvenience this matter may have caused Mrand Ms [redacted] 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 a.mand p.m., Central Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Services

March 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] Case [redacted] To Whom It May Concern: The above-referenced follinquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention In her follinquiry, Ms [redacted] states that fraudulent activity occurred on her account and has no knowledge of new lines of service added on her account or access without her authorizationShe is concerned with remaining charges on her account due to the fraudulent activity Our Fraud Management group has reviewed this account and confirmed that fraudulent activity has occurred We have taken the necessary steps to secure the account and correct any unauthorized changes madeAdditionally, our Fraud Management group has applied all appropriate account credits for the fraudulent charges incurred on the account as a result of this The fraudulent charges noted by Ms [redacted] were scheduled to be credited when her bill cycledWhen we spoke with Ms [redacted] on March 22, 2017, we verified that the bill had cycled and the pending credits posted to her accountShe verified satisfaction with this information We regret any inconvenience that these matters may have caused If I can be of further assistance, 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

August 26, Kansas City Revdex.com Ward Pkwy, 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 complaint for [redacted] This complaint was served to Sprint on August 3, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his billing concernsMr [redacted] stated that upon contacting Sprint on July 28, 2016, to upgrade a device via a two year Service Agreement, he was offered the option to lower his monthly invoices by enrolling in our Unlimited Family planHowever, his monthly invoice exceeded the quoted amountAdditionally, Mr [redacted] stated that he was advised that the $Subsidized Phone charge would be waived on phone numbers ending in ***, [redacted] and ***; therefore, his monthly recurring charges would not exceed $per month, excluding taxes, fees and SurchargesTherefore, Mr [redacted] requested that Sprint review this matter and remove the three $Subsidized Phone charges associated with the above phone numbers Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, on August 1, 2016, Mr [redacted] upgraded phone number ending in [redacted] and elected to purchase a device at discounted pricing in exchange for a two year Service AgreementAdditionally, please note that phone numbers ending in [redacted] and [redacted] were previously purchased at discounted pricing in exchange for a two year Service AgreementAlso, he enrolled phone numbers ending in ***, [redacted] and [redacted] on our Unlimited Family plan, which was back dated effective as of July 28, Therefore, his monthly recurring charges and three $Subsidized Phone charges totaled $per month, excluding taxes, fees and Surcharges In accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, [redacted] , we clearly and conspicuously disclosed the Subsidized Phone charge as apart of the purchase processThe Subsidized Phone charge is waived only on devices that are purchased on Lease or on Monthly Installment optionsAs such, the Subsidized Phone charge is validHowever, our records reflect that since the rate plan changes were completed within his current billing cycle, Mr [redacted] was not financially impacted During a series of conversations with Mr [redacted] from August through of 2016, we discussed his billing concerns and relayed the aforementioned information to himAlthough no billing errors occurred, Mr [redacted] agreed to change the rate plans on phone numbers ending in ***, [redacted] and [redacted] to our $SERO plan, per line in order to avoid the three $Subsidized Phone chargesAs such, he is aware that his monthly recurring charges total $per month, excluding taxes, fees and SurchargesIn an effort to further resolve his concerns, Sprint has applied a one time $adjustment to offset the pending three, $Subsidized Phone charges and a $adjustment to offset his past due account balanceAs such, the aforementioned adjustments will be reflected on his August invoiceMr [redacted] has expressed his satisfaction regarding the resolution of his concernsWe regret any inconvenience this matter may have caused Mr [redacted] 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 a.mand p.m., Central Time Sincerely, /s/ Chanda L Executive and Regulatory Services Analyst