Sprint Corporation

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] W [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] W [redacted] 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 received from our representatives during her attempts to cancel her Sprint account, citing that she contacted Sprint in an attempt to cancel the account as she could no longer afford cell phone service due to health issues She noted that her online account is flagged for fraudulent activity and she no longer has access to view the account Ms [redacted] stated that she had the device for a year and would like to return it to SprintShe requests that a return kit be mailed We appreciate Ms [redacted] ’s taking time to provide details of her 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 that her concerns will be forwarded to the appropriate managerial staff for further review We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s referenced cancellation concerns On August 18, 2015, Ms [redacted] entered into a 22-month lease agreement on a Samsung Galaxy Sdevice on line ###-###-#### She canceled the line of service December 11, prior to the satisfaction of the terms of the lease agreement, and is subject to the terms of that agreement We contacted Ms [redacted] on December 22, 2016, and advised of the information outlined above, and as a courtesy, we agreed to waive the balance of the lease and the cancellation charges with the return of the undamaged device December 22, 2016, we emailed a postage-paid return label to Ms [redacted] to facilitate the return of the device December 29, we confirmed that the device was received in our warehouse and an adjustment of $was applied to her Sprint account to offset the remaining equipment and cancellation charges As a result of the adjustment applied, Ms [redacted] ’s Sprint account is closed and reflects a zero balance December 5, 2016, prior to the cancellation of Ms [redacted] ’s Sprint account, we recognized suspicious online activity In an effort to protect her account a fraud hold was placed on the account and Ms [redacted] was given instructions to contact our Fraud department and to visit a Sprint store with two forms of identification, which she did on December 23, Ms [redacted] confirmed that she was advised that the flag on her account would be removed On behalf of Sprint, I apologize for any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Twana [redacted] Executive Analyst

June 30, 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 Ms [redacted] has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with her monthly Sprint billing fluctuating from month to month and recently being higher than expected She requested that we review the pricing offered to her and provide an accurate bill quote for her monthly service and device charges We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billing However, based on our review of Ms***’s Sprint account, we are unable to identify any billing errors based on her chosen rate plan, equipment, and other account options Our records reflect that Ms [redacted] established her Sprint account on March 30, 2015, with two lines of service on our 15GB Data Shared Plan for $per month, with a 50-percent-off promotion, plus applicable taxes and surcharges Additionally, Ms [redacted] has active device lease and installment billing purchase agreements associated with her two lines of serviceAs a result, her monthly billing is $prior to applicable taxes, fees, and surcharges During our June 16, 2017, conversation with Ms***, we explained the details outlined above and informed her that we are unable to identify any billing errors associated with her account She indicated her understanding of that information and satisfaction with our response to her inquiry We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this concern, she 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, [redacted] CExecutive Services Analyst

March 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] advised that she terminated her Sprint services due to multiple resolved billing concerns and unfavorable customer experiences She requested that we provide a monetary refund We regret the circumstances that led to Ms [redacted] ’s terminating her Sprint services, as well as any delay in addressing any outstanding billing concerns Our records reflect that Ms [redacted] canceled her Sprint services on February 27, 2017, when she ported her mobile number from Sprint to another service provider Unfortunately, our attempts to contact Ms [redacted] via telephone and e-mail on March 8, 10, and 15, 2017, to discuss her reported concerns in detail were unsuccessful We also mailed a letter to her at her billing address of record on March 13, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for further assistanceRegrettably, she has not yet responded to our invitations However, based on the nature of her inquiry, we will need to speak with her directly in order to obtain her account security information and additional details that will aid in our review We appreciate Ms [redacted] ’s taking time to provide 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 these matters may have caused If we can be of further assistance related to these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXXX***, [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 received, Ms [redacted] stated that since opening up her account with Sprint, she has experienced billing issues each month She stated that she spoke with several supervisors who advised her that the billing issue was resolved She stated that she is being advised that she owes an amount that she has already paid She stated her phone has been suspended because of the billing error She stated that she should not have a past due amount She is requesting a credit adjustment for the past due amount and credit for the seven days her account was suspended As stated in our Terms and Conditions of Service, which can be viewed at www.sprint.com.Sprint bills in monthly increments Further, you bill is due as stated on your bill statement Monthly service plan charges accrue even if your service is turned off for exceeding your spending limit or non-payment If you payment is not received your services may be suspended and a reconnect fee of up to $may apply to reestablish service on all accounts that have been disconnected for nonpayment or discontinuous of service Our records reflect that Ms [redacted] ’s account was suspended on March 27, 2017, and service was restored on March 31, 2017, after the account was credited $88.58, which included a past due amountAfter the credit adjustment, the account balance was $ A payment was in the amount of $was made on April 3, 2017, making the account balance zero We spoke to [redacted] , an authorized user on the account, on April 12, 2017, and provided him with the above-referenced informationAlthough no credit is due, in an effort to reach an amicable resolution, we offered a courtesy credit in the amount of $of which would be applied in three increments Mr [redacted] accepted our offer and $was applied to his account immediately The second credit in the amount of $will be applied to the account after his April invoice prints and the third credit of $will be applied after his May invoice printsHe stated that he considers that we have reached a mutually satisfactory resolution to the issues stated in his complaint 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 that his 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, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension *** I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive 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 statement is partially trueI did speak to [redacted] and she was very kind and understanding she listened as I explained to her that the Galaxy Note generation is defectiveI did not want to have to continue to keep getting new refurbished phones or have to keep trouble shooting She informed me that she would have to speak to her supervisors about the situation in order to provide me with options She was diligent and called me the very next day at the time she said she would She offered to terminate my lease so that I would be able to get a different manufactured phone from Sprint with no cost to me if I return my old phone I went to the Sprint store that Saturday, they could not complete the transaction I spend hours talking to different people in Sprint Customer Care along with the Sprint Representatives in the Store No one was able to help me, for some reason the computer system would not allow the transaction to go through without me having to pay $ I had to leave and come back on the following weekday because the Corporate office were closed on the weekends On the following Monday I spoke to [redacted] again and explained what happened She was able to fix the situation and contacted the Sprint store near my job and got everything ready for me, so that when I got there after work I would have no problems I was able to get a new phone that day, however, I got to the store at 4:50pm and left at 7pm All in all, although I appreciate Sprints flexibility to try to cater to some of their customers, when their complaints get to the "higher-ups" ears, the amount of time I spent trying to fix this situation is still very much reflectance on how Sprint is not on one page, they are very unorganized I still don't think I would recommend Sprint to anyone having been part of the Sprint family for over years At this point I think I'm only part of this family out of loyalty I only wish Sprint would return the favor on the Customer Care level Regards, [redacted]

April 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 March 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she had an unfavorable customer service experience while attempting to resolve her account concerns regarding an outstanding balance due of $677.48, as reflected on the March 2, billing statementMs [redacted] further stated that although she remitted a payment, her account was assessed a reconnection fee and additional feesMs [redacted] requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms [redacted] ’s complaint According to our records, Ms [redacted] contacted our Customer Care group on March 17, 2017, inquiring about her outstanding account balanceDuring the call, we advised Ms [redacted] that her services were interrupted due to nonpayment on January 20, 2017, and her account was restored on February 1, 2017, after a payment in the amount of $was applied to her accountHowever, the interruption of services led Ms [redacted] to be subjected to a $reconnect fee and prorated monthly recurring charges as indicated on her March 2, billing statement, since her account was restored in the middle of her billing cyclePlease note the outstanding balance is valid We spoke with Ms [redacted] on April 11, 2017, to relay the above information to her During that call, we discussed our findingsTo provide closure for this matter, we offered and Ms [redacted] accepted a one time adjustment of $to offset the charges reflected on her March 2, billing statement Ms [redacted] expressed her satisfaction with the resolution provided to her We appreciate Ms [redacted] taking the time to provide us with the details of her 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 Ms [redacted] ’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes 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 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

September 12, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] expressed her dissatisfaction that the promotional Lease One Get One (LOGO) offer was unable to be transferred to her upgraded device on phone number ending in *** According to Ms [redacted] , she was advised that the promotional LOGO offer would transfer to the upgraded device, resulting in a $monthly increase in the cost of her Sprint account Ms [redacted] is requesting that Sprint review this matter 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 Please note that in order to take advantage of the promotional LOGO offer, the customer must purchase and activate two qualifying devices on the same date, at the same time In addition, the LOGO offer is not transferrableAs the Samsung Galaxy Sdevice was a single purchase upgrade device, it does not qualify for the promotional LOGO offer However, to mutually resolve this matter, Sprint has updated the upgrade eligibility on phone number ending in *** As the remaining three devices on Ms [redacted] ’ account are upgrade eligible, as long as she meets the qualifications, Ms [redacted] may take advantage of any currently marketed LOGO offers In addition, Ms [redacted] is aware that upon cancellation of the Lease Agreement for the above-referenced phone number associated to a Samsung Galaxy Sdevice, the associated Lease Cancellation and Device Purchase Charges will be assessed to her accountIn addition, Sprint has mailed a return kit to the address on file to facilitate the return of the device Upon our receipt of the returned device at our Returns Warehouse, in working condition and free of physical damage, the Lease Cancellation and Device Purchase Charges will be creditedMs [redacted] is also aware that it may take up to two bill cycles for the returned device to be processed This offer is valid for a period of days Ms [redacted] expressed her satisfaction with the resolution We appreciate Ms [redacted] taking time to provide details of her experience with our customer service and retail 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] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any misunderstanding that may have occurred 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

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] R [redacted] - [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above 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 complaint, she was offered a free screen protector from the local Sprint dealer due to her in-store wait time while switching her services to Sprint Ms [redacted] - [redacted] advised that she returned the equipment within Sprint’s Satisfaction Guarantee time period and has since received a refund for the returned devices However, Ms [redacted] - [redacted] states that she was inadvertently billed $for the free accessory and she has not yet received a refund for that item She also advised that she had an unfavorable customer service experience while attempting to resolve this matter We contacted Ms [redacted] - [redacted] to discuss her dispute in detail We explained that Sprint did not receive the accessory item proceeds as that transaction was processed separately by the local dealer; however, we offered to partner with them to determine the status of her refund After contacting the retail store directly, they were able confirm the charge and subsequently processed a $refund check, which was mailed to Mr [redacted] - [redacted] today We appreciate Ms [redacted] - [redacted] for taking time to provide details of her recent customer service experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] -***’s input has been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] -*** If she 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

February 24, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr [redacted] states that when he upgraded his device in September 2016, he believes he was to receive a monthly promotional credit to offset the cost of his leased device; however, he has not received the credits As a result, he is requesting that Sprint review this matter During our discussion with Mr [redacted] on February 24, 2017, we confirmed that the phone activated on his wireless line of service for account xxxxx [redacted] did not qualify to receive the iPhone promotional discount offer During the timeframe Mr [redacted] upgraded his device, the promotional offer was for customers upgrading via a or month lease agreementUnfortunately, because Mr [redacted] upgraded via an Installment Billing Agreement, not a lease, he did not qualify for the noted promotional offer However, because of any possible misunderstanding regarding the offer, and to bring closure in this matter, we applied account credits totaling $to offset the applicable iPhone promotional payments for the remaining months of the device agreement We also advised him that in order to prevent the account from being reflected as past due, although the above-referenced account credit was applied, it is necessary for payment to be remitted each month toward the device installment charges At the end of the Installment Billing Agreement, Mr [redacted] will own the iPhone device Mr [redacted] stated that he understood and that the matter is resolved to his satisfaction We regret any inconvenience that Mr [redacted] experienced in this matter If he needs further assistance, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Sean J.Executive Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] , [redacted] D [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] D ***We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that she was charged $for equipment that she returned to the storeMs [redacted] is requesting that she be credited for the $that was charged to her credit card We spoke with Ms [redacted] on June 29, 2017, and reviewed her accountWe confirmed that she was charged the $on March 21, We also confirmed that on April 22, 2017, the $was refunded due to Ms [redacted] disputing this through her bank This caused the charge of $to show up on Ms***’s account To resolve this matter, we have applied a credit of $on June 28, 2017, to offset the charge from Ms***’s accountWith this credit, Ms***’s account now shows a total amount due of $ We attempted to follow up with Ms [redacted] via phone and e-mail on July 3, 5, and 6, 2017, to speak with her regarding her account concerns and our findings In addition, we reviewed her account and her monthly charges are averaging around $120-$ We hope these actions have resolved Ms***’s concerns We regret any inconvenience this matter may have caused If I can be of further assistance, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

June 29, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with some between his Sprint mobile device and other mobile numbers being charged against his monthly airtime allotment, advising that his rate plan includes unlimited mobile-to-mobile calling He also described unfavorable customer experiences during his attempts to address that matter Mr [redacted] requested that we correct the billing issue or terminate his services without cancelation fees We regret any misunderstanding that may have occurred regarding Mr [redacted] ’s mobile-to-mobile calling optionWhile we verified that his rate plan does include unlimited mobile-to-mobile calling, even to or from domestic mobile numbers associated with other carrier’s and networks while his device on the Sprint network, certain restrictions apply We explained that calls made to or received from Voice over Internet Protocol (VoIP) lines, whether attached to landline or mobile numbers, are not included and that calls to and from a Google Voice® number are considered landline calls and, therefore, do not fall within his mobile-to-mobile feature unless the Google Voice® number is also a Sprint wireless number During our conversation with him on June 27, 2017, we advised Mr [redacted] of the information outlined above We also advised that the numbers he provided as incorrectly billed are actually VoIP or Google Voice® numbers assigned to other networks Therefore, we confirmed that his account was billed correctly We also informed Mr [redacted] that, although we were unable to identify any error on the part of Sprint related to this matter, we verified that all of his disputed overage charges were previously credited as a one-time courtesy, with the understanding that future credit for this issue would not be warranted Mr [redacted] stated that he now understands the terms of his mobile-to-mobile option and is satisfied with our actions and response We appreciate Mr [redacted] ’s 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 that these 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 concerns, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

December 22, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that at the point of sale on July 8, 2015, she was offered three accessory items for a one-time charge of $Recently, she contacted Customer Care and was advised that the accessories were on an installment billing payment plan and the equipment cost was over $She is requesting to cancel the installment billing for the accessories and is willing to return them to us 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 [redacted] 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 pricing We spoke to Ms [redacted] on December 16, 2015, and in an effort to reach an amicable resolution, we offered to cancel the installment billing for the accessories, with return of the equipment with a waiver the cancellation/acceleration chargeShe accepted our offer and a prepaid return label was sent to her email addressThis offer is valid for a period of days from the date of this response We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our customer serviceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R 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 Regards, Debra ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will be contacting [redacted] this week to hopefully resolve the issue.Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, in question is a credit alert dated March 10, Although Sprint has updated the account balance to zero, I did take a point hit to my credit report rating, which could have been avoided had Sprint corresponded in the first place Therefore, there is only an Experian alert, and I have received documentation from Equifax and TransUnion stating no alerts have been raised with them Sprint has a wonderful business opportunity in front of them should they fine-tune a few of their weaknesses And, I appreciated LaDonna [redacted] reaching out and communicating; she is an asset for this company Regards, [redacted]

July 31, 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 inquiry submitted by your office on behalf of [redacted] We appreciate your assistance in bringing Mr [redacted] ’s concerns to our attention According to the information provided, Mr [redacted] stated that his services were suspended in April and he was billed a $charge, which he is disputing As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance However, the call detail listed on the current invoice represents the calls that were made during the most recent billing cycle When Mr [redacted] ’s services were suspended in April 2017, he was billed a partial monthly service charge included on his May invoice On his June invoice, he was billed prorated monthly service charges in addition to the advanced monthly service charges On July 28, 2017, we contacted Mr [redacted] regarding his concerns Although the charges are valid, our records show on July 26, 2017, a courtesy credit in the amount of $was applied to his account for the disputed charges As a result of this credit, the account reflects a balance due of $for the charges included on the July invoice Mr [redacted] acknowledged that his concerns were previously resolved We regret any inconvenience this matter may have caused Mr [redacted] If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

February 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account XXXXX***, [redacted] 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 Ms [redacted] ’ contacting your agency once again In her rebuttal, Ms [redacted] indicated her dissatisfaction with her Sprint account reflecting a balance due of $ We regret any misunderstanding that may have occurred regarding Ms [redacted] ’ account balance Our records reflect that our Fraud management team has investigated her initially-reported concerns and removed all fraudulent charges related to her Sprint account However, on February 6, 2017, her new bill totaling $generated and consumed her credit balance, leaving a remaining balance due of $for a portion of her device lease charges As such, we confirmed that the noted account balance is valid and due We attempted to contact Ms [redacted] on February 19, 21, 22, and 23, 2017, to discuss her reported concerns in detail; however, our attempts were unsuccessful On February 22, 2017, Ms [redacted] advised that she is unavailable during our hours of operation and requested that we call her at a later time of day We attempted to reach her during the hours she specified but have still been unable to speak with her directly Based on the information outlined above, we believe that Ms [redacted] ’ reported concerns have been fully resolved However, if we can be of further assistance with this matter, we invite Ms [redacted] to contact me directly 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, Twana T Executive Services Analyst

December 27, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] Dear Mr***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate you bringing this matter to our attention In Ms [redacted] ’ complaint, she expressed her dissatisfaction with our warranty replacement policy Ms [redacted] requested that we replace her Samsung Galaxy Sdevice with a new device at no charge, rather than the reconditioned handset she would receive under our replacement policy All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] subscribes to Sprint Total Equipment Protection (TEP) on her phone line ###-###-#### Therefore, if the problem with Ms [redacted] ’ device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits Ms [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms [redacted] ’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim A $up to a $deductible, depending on the device model, is required at claim approval Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Although Ms [redacted] is eligible to upgrade, and her current Samsung Sdevice is no longer covered under the limited one-year manufacturer’s warranty, as a one-time courtesy we agreed to replace her device with a Samsung S Ms [redacted] should receive the replacement device within the next three to five business days If we may be of further assistance with this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

March 16, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Mr [redacted] *** We appreciate the opportunity to address his concern According to the information provided, Mr [redacted] states he was subscribed to the Framily plan, but wanted to changed to the Seasonal Standby plan He stated his service plan was not changed to the Seasonal Standby plan, but to a Gigabyte plan instead He is requesting we review this matter We reviewed the account and confirmed Mr [redacted] requested the Seasonal Standby plan on September 14, 2016, by contacting customer serviceHis plan was not changed as he requested the plan for one year and this plan is available for six months at a time Instead, Mr***’s plan was changed to a Gigabyte plan for $per month We spoke with Mr [redacted] on March 15, We confirmed his line of service reflects zero usage from September to current As a gesture of goodwill, we rerated his last six months invoices to the $Seasonal Standby plan cost We applied a credit of $for the price difference In addition, effective March 28, 2017, Mr [redacted] has been changed to his prior Framily plan We consider this matter resolved We regret any inconvenience that Ms [redacted] may have experienced as a result of this matter If we can be of further assistance, she can contact me toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive 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 12298405, and find that this resolution is satisfactory to me Regards, [redacted] ***