Sprint Corporation

[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 SOME WHAT satisfactory to me Regards, [redacted]

March 21, 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] To whom it may concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s complaint he stated that he had purchased an HTC Bolt using our Sprint 24-Month Installment option and experienced issues with the deviceAfter multiple replacement devices, Mr [redacted] requested to exchange his HTC Bolt for a different model 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 device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There 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 purchased We spoke with Mr [redacted] on March 17, 2017, to discuss his equipment concerns in detailAs a one-time courtesy, we have agreed to reset the upgrade eligibility on the phone number ending in We have further agreed to send a kit to facilitate the return of his current HTC Bolt device We will adjust the accelerated equipment charges associated with the Installment Billing agreement WEB- [redacted] contingent upon the receipt of the device in our warehouse and in good condition within the next days Please note it take up to days after the device is received in our warehouse for the credits to be applied to his account We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our customer service team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If we may be of further assistance with this matter, Mr [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Tuesday through Saturday from a.mto p.m., Central Time Sincerely, Katherine DExecutive Analyst

June 14, Kansas City Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File [redacted] , [redacted] B [redacted] Sprint Account Unknown Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] B [redacted] submitted on May 24, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms [redacted] ’s filing, she disputed our withdrawing an unauthorized payment of $1,from her bank account, advising that she is not now and has never been a Sprint customer She requested that we provide a refund of that amount promptly We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s referenced payment Unfortunately, with the information provided, we were unable to identify the Sprint account associated with her disputed payment As such, it will be necessary for us to speak with her directly in order to obtain additional details that will aid in our review We attempted to contact Ms [redacted] at the telephone number and e-mail address provided by her to obtain additional information pertaining to her matter However, a gentlemen answering our telephone call requested that we cease calling that number At his request, no further telephone attempts will be made to that number To date, Ms [redacted] has not yet responded to our e-mail invitations for her to contact us for assistance As such, we urge her to contact us directly at her earliest opportunity upon her receipt of a copy of this letter We regret any inconvenience Ms [redacted] may have experienced as a result of this matter We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so If this issue remains unresolved, 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 4:p.m., Eastern Time Sincerely, Catherine [redacted] Executive & Regulatory Services Analyst

August 4, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Complaint ID [redacted] Sprint Account XXXXX***, [redacted] ... Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr. [redacted] ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr. ***’s inquiry, the service in his area greatly deteriorated over the past year. Believing that the issue may have stemmed from a malfunctioning device, Mr. [redacted] indicates that he upgraded his device and experienced no improvement with the service. As a result, he returned the device and ported his number to another carrier. Mr. [redacted] requests that Sprint waive the remaining balance due on his lease agreement leaving him owing nothing to Sprint for the service transition. We apologize for the circumstances that prompted Mr. [redacted] to cancel his service. Our records indicate that Mr. ***’s residence is located in a good coverage area; however, in August 2014, an Airave was previously provided at no charge to Mr. [redacted] to enhance indoor coverage at this location. Additionally, we were unable to investigate Mr. ***’s current service claims prior to his switching carriers as our records do not reflect any service reports to Sprint during the previous 12 months of service. Although the accelerated lease charges are valid because Mr. [redacted] canceled his account prior to the fulfillment of his lease agreement, as a gesture of goodwill, we applied credits to his account totaling $328.91 to offset the accelerated equipment charges stemming from the canceled lease agreement. As a result of these credits, Mr. ***’s account is now in final status with a zero balance. We appreciate Mr. [redacted] for taking the time to provide the details of his 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 will utilize this input to improve our training and processes. Should Mr. [redacted] need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Tuesday through Saturday from 7:30 a.m. to 3:30 p.m., Central Time. Sincerely, Cher L. Sprint Executive Analyst

April 27, 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] states that she was advised that her monthly invoice would be $per month, which would include the recent upgrade promotions of receiving an iPhone SE for free and an iPhone at 50% off the monthly lease installment However, Ms [redacted] states she was billed $and continued to contact our customer service department due to receiving conflicting information, and that her service plan was changed in error while trying to correct this matter At this time, Ms [redacted] stated her billing concern remains unresolved, and she is requesting a refund of the overpayment made to her account based on the monthly rate offered 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 We spoke with Ms [redacted] on April 24, 2017, and confirmed her claims of the misinformation regarding the monthly estimate of $ Unfortunately, we were unable to confirm the promotion offer extended for the iPhone SE for free or the iPhone at 50% off the monthly lease installment In an effort to resolve this matter, we offered to update her price plan to include more GB per month and to apply a lump sum adjustment for the price plan difference, totaling $ To promote customer satisfaction, we agreed to apply a credit of $to offset the remaining cost of the installment billing agreement for the iPhone SE, on February 1, Ms [redacted] accepted our offer and confirmed that she considers her complaint to be 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

February 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX4015, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above rebuttal submitted by your office on behalf of [redacted] We appreciate your assistance in once again bringing Mr [redacted] ’s concerns to our attention According to the information provided in Mr [redacted] ’s rebuttal, he disagrees with our findings that he is located in a good coverage area, and is requesting that we review the recorded calls in regards to his billing concerns As indicated in our previous response, Mr [redacted] ’s area is within Sprint’s “good” coverage and was operating within parameters during the time he stated that he experienced poor service As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, quality of wireless services, and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science Dropped calls can occur any time the radio signal between our network and your wireless device is blocked by natural, man-made, or weather-related obstructions Because we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped, information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage There are gaps 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 service With respect, the nature of wireless signal prevents any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same 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 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, promotions are subject to change and not all devices are compatible with all service plans This information can be viewed in our Terms and Conditions of Service on www.sprint.com On February 6, 2018, we spoke with Mr [redacted] regarding his concerns, and attempted to follwith him on February and 13, 2018, to clarify any specific concerns regarding his account or the issues raised in his complaint; however, he has not responded Although we maintain the charges are valid, we applied a courtesy credit in the amount of $to his account for the balance His account is closed with a zero balance With this action we believe that we have resolved Mr [redacted] ’s inquiry to the best of our ability We regret any misunderstand that may have occurred If additional assistance is required, Mr [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

June 6, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that because she could not use her phone in her building, she was informed by one of our technical support representatives that she could return her phone within days and pay a restocking fee of percent of the phone’s value She has requested that we honor this offer According to Sprint return policy, Ms [redacted] had days to return her phone and cancel her account without additional charges or fees We regret any miscommunication that may occurred regarding this policy However, our records reflect that Ms [redacted] was informed that she could return her Sprint phone within days of the purchase date and pay percent of the value of the phone Due to the misinformation, we agreed to facilitate the return of Ms [redacted] ’s phone and waive her Lease Cancellation and Device Purchase charges Furthermore, we will not assess a restocking fee Ms [redacted] anticipates that she will cancel her account and return her device by June 11, We regret any frustration this matter may have caused If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

[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 would like to thank the Revdex.com and Ms [redacted] for the timely response and assistance in resolving this matterIt was a delight to speak with Ms [redacted] , as she fully understood my concerns and is taking action to, hopefully prevent the issue from occurring in the future Regards, Andrew [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 called Jeff from Sprint Corpthe business in reference to complaint ID [redacted] His resolution of $service credit, $credit for taxes, activation fees and cases is satisfactory to meThe Sprint store needs to provide win win solutions to clients rather than selling upgrades to earn a commission Regards, [redacted] ***

[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:first, in regards to the devices that should be unlockedthese devices; a note and a note 5; did in fact have all of their obligations metthey contracts were fulfilled and all balances have been met well over a year prior to this situationi asked if they were unlocked, and was told by the representative that they were unlockedunlocked means unlockedyou can not keep paid off phones blocked from all other carriersthey would still be lockedthus the term, UNlockedfurthermore, to turn around and add a $price tag to a paid off device is considered fraudulent schemes, a felony in any state no matter how you choose to try to mask itmy phones are supposed to be unlocked and they are not and now you want an additional $for a paid off phone, this is not happeningthe devices that were traded to t-mobile would have been paid off by now had sprint not had my account so screwed upt-mobile was set to buy out the devices by issuing a visa card for the amount owed on the deviceshowever, t-mobile only gave days after the contract date with them for sprint to straighten out the jumbled mess that they made with my account, and sprint decided they would rather shut off all of my remaining lines after the first phone was attempted to be transferedmy account was in good standing at that time as wellwhen I attempted to address my phones being shut off with sprint, I was hung up on on different occasionsi was forced to stay on my phone for more than hours before I finally was able to speak with a supervisor who stated that my brother and nephew needed to call her to get their phones reactivated after they were shut off, but she would never take the calls, or return them at least a dozen attempts were made to try to contact "Gelo" the supervisoras for the offer made, simply preposterousthe only satisfaction is with sprintthey have everything returned and still want to charge me $+ not to mention that they would be getting back a device that I paid off and they now want to charge me for againand I would be left in debt for a situation of their own doingsprint broke the contract, sprint chose to hang up on me when I tried to get it straightened out, sprint refused to help me restore my lines in a timely manner, sprint tried to trick me into paying for one phone twice, sprint is refusing to allow me to take my purchased devices to another carrier and then blatantly lied stating that devices are made to not be interchangable with other carriers without being retrofitted for another carriers sim cardall sim cards are the same size, shape and patternthe only carrier that has issues is sprint because they only "unlock" phones for the sprint network' this is deceitful in practice as when you buy the phone, you own it and should be able to take the device to any carrier that will accept ithence the term, "unlocked"unlocked means able to be used elsewheresprint conveniently neglects to advise their customers of these practices and sadly, most people are to ignorant to challenge the validity of the reasoning they providesprint then gets all of their devices back, able to then determine which ones they will then recharge me for and I still have to pay almost $for services that were not able to be used by all but one of my linesno, sprint needs to present a far better solution than what they presented me withsprint needs to make their wrongs right, UNLOCK my paid off devices, cancel the $they are trying to charge me for the paid off device, suffer suitable damages for breaching our contract, and compensate me for the countless hours I spent trying to resolve this issue, the frustration caused by their lack of service and professionalism, the humiliation of having to reveal my affairs to so many people made me look bad in their eyes, and for their deceitful practices Devices...forfeitthey all would have been paid off by now if sprint would have allowed us to port our numbers and devices to t-mobile using t-mobile's buy out program.bill for serviceforfeitwe would still be with sprint if they had not shut off my lines, not hung up on me, not lied to me, or tried to fix the issue while I was trying to have them restore my service Regards, Andrew J [redacted]

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he was unaware that his iPhone was purchased under a lease agreement with Sprint He indicates that when the agreement was fulfilled in February 2017, he thought that the device was paid for, but he continued to incur a charge for the lease agreement Additionally, he was subsequently informed that we can cancel the lease agreement and he can purchase the device for the End of Lease (EOL) purchase amount of $and Sprint would adjust $of that fee as a courtesy, but Mr [redacted] indicates that he believes the credit was reversed because he paid his portion of the charge; however, he was recently informed that he has an outstanding balance due at this time We regret any possible misunderstanding that may have occurred regarding Mr [redacted] ’s equipment purchase in February We spoke with Ms [redacted] regarding this dispute and explained that Mr [redacted] was provided a copy of his lease agreement at the original point of sale and it is also available online for viewing In addition, the monthly invoice stipulates a lease agreement was in effect on Mr [redacted] ’s account We also explained that the lease agreement will remain in effect after it is fulfilled until the lease is canceled, the device is purchased, or turned back in to Sprint Although no Sprint billing error was identified, as a goodwill gesture, our records indicate that credits totaling $were applied to Mr [redacted] ’s account to offset one-half of the valid EOL purchase amount We further confirmed that the outstanding balance on Mr [redacted] ’s account stemmed from his final month’s service charges Upon our review, we confirmed that this charge is also valid and payable to Sprint Nonetheless, as an additional gesture of goodwill, and to bring closure to this matter, we applied credits to Mr [redacted] ’s account totaling $to offset the final balance due As a result, Mr [redacted] ’s account is in final status with a zero balance Accordingly, Sprint considers this matter fully addressed and resolved We appreciate Mr [redacted] for taking time to provide details of his 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 Mr [redacted] ’s input was forwarded to the appropriate managerial staff for further review We thank Mr [redacted] for his years of loyal service to Sprint Should the [redacted] s have any further questions related to this matter, they can contact me 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

May 4, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] 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] described unfavorable customer experiences during her multiple attempts to address billing and equipment concerns, advising that her device financing terms were established for months instead of months, as she requested and that, as a result, she was billed for a device that should have been free In addition, she advised that the display screen on at least one of her devices is cracked but that we have declined to correct those issues Ms [redacted] requested that we honor the promotional equipment financing terms from to months and replace her broken equipment with new, not refurbished, devices We regret any possible misunderstanding that may have occurred related to our referenced equipment promotion and the length of time taken to resolve Ms [redacted] ’s reported equipment and billing concerns Our records reflect that she activated her Sprint account with four lines of service on April 30, 2016, and that she accepted month equipment lease agreements for the devices associated with those lines of service We identified that the equipment promotions referenced by her provided a Buy-One-Get-One (BOGO) promotional option, contingent upon our verifying eligibility, and that the account credits to offset equipment charges to meet those offers can take up to two billing cycles to reflect on customers’ invoices During our conversation with Ms [redacted] on May 1, 2017, we provided the information detailed above and explained that, while she purchased three Samsung devices and one iPhone device, the BOGO promotion required that the devices be from the same manufacturer As such, only one of her devices could be eligible for the BOGO credit In addition, we advised her that, based on the nature of her inquiry and the actions she described, we would forward her reported concerns to the district manager of the retail location where her equipment interactions occurred and would follwith her Upon further review of the situation, we forwarded Ms [redacted] ’s information to our promotional fulfillment team instead Representatives of that team confirmed that one of her devices met the qualification to receive the referenced BOGO credits but that, due to an inadvertent keying error at the time of her promotional registration, the equipment credit was not applied to her account Although her account was properly updated on August 11, 2017, our billing system recognized that the offer had expired and did not award the credit to her Sprint account Our promotional fulfillment team confirmed that, due to system limitation, we are unable to accommodate the monthly credit as requested but that we can apply a one-time service credit to Ms [redacted] ’s account to offset an amount equivalent to the full value of the BOGO benefit for her eligible equipment lease In order to put the resolution noted above in place on Ms [redacted] ’s Sprint account, it will be necessary that we speak with her once again, but our attempts to follwith her by telephone and via e-mail on May and 4, 2017, were unsuccessful We left detailed voicemail messages and sent an e-mail to her on May 4, 2017, including the information referenced above and inviting her to contact us at her earliest opportunity We further regret any issues Ms [redacted] may be experiencing with equipment that is broken or malfunctioning For issues of this nature, we invite her to take her equipment to one of our service and repair locations for evaluation Our technicians can assist her with her repair or replacement options, pursuant to manufacturers’ one-year warranty guidelines, if applicable, or can advise on her other equipment repair or replacement optionsWe 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 any inconvenience Ms [redacted] may have experienced as a result of these concerns We believe that we can bring her reported issues to resolution, and we look forward to speaking with her again and having the opportunity to do so As such, if we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx**, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] filed on behalf of Sprint accountholder, Mr [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In her inquiry, Ms [redacted] advised that she recently confirmed with representatives of our Customer Care chat team that she was eligible for a specific equipment upgrade promotion but that she was subsequently advised at the point of sale that she did not qualify She requested that we honor the promotion as previously offered to her We regret any possible misunderstanding that may have occurred related to our noted Lease One Get One (LOGO) Samsung Galaxy Sdevice promotion As outlined in the terms of that promotion, which can be reviewed on our website at www.sprint.com, the LOGO offer is only available with the activation of two new lines of Sprint service or with the upgrade of an existing line in conjunction with the activation of a new line of service As such, and as communication to Ms [redacted] prior to her equipment upgrade transaction, the equipment upgrade for two existing lines of service did not meet the promotional requirements During our e-mail message exchanges with Ms [redacted] between May and June 1, 2017, we respectfully noted that, because she is not the accountholder for the noted lines of service referenced in her inquiry, we would need to speak with the accountholder, Mr*** Regrettably, our multiple attempts to reach Mr [redacted] via telephone and e-mail to discuss in detail Ms [redacted] ’s concerns related to his Sprint account were unsuccessful Ms [redacted] advised that Mr [redacted] is unavailable to speak with us, even to the extent of confirming his consent for us to work with her as point-of-contact for this matter In our attempts to reach Mr***, we advised that, based on the nature of Ms [redacted] ’s inquiry involving his Sprint account, we needed to speak with him directly to validate his account security information and, if desired, his consent for us to discuss this matter with Ms [redacted] We invited Mr [redacted] to call us directly to confirm that information, verify that he is aware of Ms [redacted] ’s filing, and confirm that he has designated her as a point-of-contact for this matter We noted that a voicemail message with that information will suffice To date, we have not yet received any response from him We believe that we can fully address the issue brought forth in Ms [redacted] ’s inquiry, and we look forward to having the opportunity to do so If that matter remains unresolved, we invite Mr [redacted] to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive 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 my issue has not been resolvedI am still extremely dissatisfied with the service of Sprint and they have not done anything to make up for their continuous mistakesIn fact, my most recent bill has charged me more than I usually pay Regards, [redacted] ***

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to return equipment to us within one week of activating, citing that we declined to accept the devices for refund despite our 30-day return period She requested that we adjust her bill We appreciate Ms***’ taking time to provide details of her experience with our 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 will utilize her input to improve our training and processes We regret any misunderstanding that may have occurred regarding our promotional 30-day Satisfaction GuaranteeSprint is committed to providing world-class customer service, and we stand behind our commitment with our Satisfaction Guarantee return/exchange policy on all our products Our records reflect that Ms [redacted] activated two new lines of service on October 3, 2016, with equipment obtained on 18-month lease agreements and that she cancelled those services on October 22, Although Ms [redacted] cancelled within our promotional 30-day Satisfaction Guarantee timeframe, our records do not reflect that Ms [redacted] returned the leased devices to the original point-of-sale to initiate our offsetting all charges assessed to her Sprint account During our conversation with Ms [redacted] on October 27, 2016, we explained the information outlined above We also informed her that we would offset all charges assessed to her Sprint account if she would return the leased Sprint devices to us Ms [redacted] advised that she is unable to comply with that request due to her giving the Sprint devices to her current wireless provided to participate in their Contract Buyout promotional offer Because Ms [redacted] is not returning her leased equipment to us, we are unable to remove her unpaid lease agreement charges from her account However, due to any possible misinformation that may have been provided to her related to the return of her devices to the point of sale, we offered to credit her Sprint account to offset a portion of her monthly service charges incurred during the time her services were active on the Sprint network In order to negotiate a final resolution offer, Ms [redacted] agreed to a folldiscussion after her November Sprint invoice generates and is forwarded by her to her new service carrier for cancellation charge reimbursement Once we can identify the amount her current provider will be paying toward those charges, Ms [redacted] agreed to contact us She also advised that our proposed resolution is satisfactory On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of these concerns 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, Russell [redacted] **Executive Services Analyst

Tell us why here...September 30, Revdex.com 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-referenced complaint of Mr [redacted] [redacted] This complaint was served to Sprint on September 6, Mr [redacted] ’s filing expressed his concerns with a fraud alert being placed on his accountAccording to Mr [redacted] , he contacted Sprint to inquire about the cost to cancel one of his three lines of servicesMr [redacted] stated that after speaking with a Sprint representative he was unable to utilize the device associated with phone number ending in [redacted] Mr [redacted] advised that he contacted Sprint and was informed that a fraud alert was placed on his account and that it could not be removedMr [redacted] requested that Sprint review this matter Sprint has reviewed Mr [redacted] ’s complaint and notes that, in September of 2016, we engaged our Fraud Management group to investigate Mr [redacted] ’s concernsBased on our investigation, we confirmed that a fraud alert was added to phone number ending in [redacted] in October due to suspicious activityFurthermore, our Fraud Management group advised that they have attempted to contact Mr [redacted] at phone number ending in [redacted] to inform him that he would need to contact our Fraud department directly to have the alert removedUnfortunately, our Fraud Management group was unsuccessful We spoke with Mr [redacted] ’s wife on September 29, 2016, who authenticated the account on behalf of Mr [redacted] , and discussed their concerns and advised her of our investigative findingsAt which time, Ms [redacted] requested to cancel phone numbers ending in [redacted] and [redacted] without being assessed any Early Termination FeesTo successfully resolve this matter, we have cancelled the above referenced phone numbers with the waivers of the Early Termination FeesMs [redacted] expressed her satisfaction with the resolution providedWe apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve his issue We trust this letter responds to your inquiryIf we may be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] A [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] A [redacted] We appreciate the opportunity to address her concerns Based on the information provided, Ms [redacted] states that she went to a store to order a preowned iPhone and they did not have any in stock; therefore, an order for a new iPhone was placed Ms [redacted] later ordered a preowned iPhone via our website and requested to cancel the order for the new phone Further, she advises that the order for the new phone, and new phone line, were not canceled, and her account has been charged each month Therefore, she is requesting that we cancel this phone line, and remove the charges associated with it We contacted the store and confirmed that Ms [redacted] never picked up the new iPhone, and that there is no usage reflected for phone [redacted] At Ms [redacted] ’s request, we canceled this phone line and applied credits totaling $to her account to offset all of the charges associated with it We regret any inconvenience that this matter may have caused Ms [redacted] , and value her business If she needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

November 8, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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 received, Ms [redacted] stated that when she activated new Sprint service she was advised that she would receive a $American Express Reward card due to her employee discount She stated that she has not received the reward card and she was advised that she does not qualify for the reward card As a result, she is requesting that we honor the offer she received at the point of sale and process a $American Express Reward card In our effort to provide clear communication about our devices, features 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 During our conversation with Ms [redacted] , we apologized for any misunderstanding that may have occurred regarding our promotions Further, we advised her that the referenced promotion is for select business accounts that received notice via US mail or email with a personalized redemption code Ms [redacted] stated that she did not receive the offer but the retail store representative advised her she was eligible for the promotion We advised her that although she did not qualify for the promotion, in an effort to amicably resolve her concern we would apply a $credit to her account in lieu of the American Express Reward card Ms [redacted] accepted the offer and is satisfied with the resolution We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care group The feedback she provided regarding her experience has been forwarded to the appropriate managerial staff for further review If Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO [email protected] 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 Ms [redacted] submitted on Sprint on May 17, We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with a Sprint account being established with her personal information, without her authorizationMs [redacted] requested that Sprint investigate this matter and take the appropriate actions Sprint has reviewed Ms [redacted] ’ complaint and notes that, on May 10, 2017, our Fraud Management group investigated this matter and confirmed fraudulent activityAs a result, on May 15, 2017, a credit adjustment was applied to the account to negate the erroneous chargesPresently, the account is closed with a zero balanceIn addition, we have requested that all negative reporting is removed from this inquiryWe ask that Ms [redacted] allow up to days for completion of this process In an effort to ensure that Sprint has satisfactorily resolved Ms [redacted] concerns, we attempted to contact her via phone and e-mail on May 18, and of 2017, and mailed a letter to the address on file on May 24, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on May and of 2017, without successShould Ms [redacted] require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any inconvenience this matter may have caused Ms [redacted] If I can be of further assistance, Ms [redacted] may contact me directly by calling Sprint’s Executive & Regulatory Services Department at ###-###-#### Ext***I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Hakima W Executive Service Analyst

September 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] - Rebuttal, [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 regret that Ms [redacted] has again contacted your office, and that she expressed dissatisfaction with our prior response to her retail purchase concern In the original information received, Ms [redacted] advised that we have not provided a recurring Sprint service credit owed to Mr [redacted] for participating in our recent iPhone device upgrade promotion In her most recent filing, Ms [redacted] expressed dissatisfaction that her invoiced charges were still not correct We regret any possible misunderstanding with regard to the June 2, 2017, resolution to which Mrand Ms [redacted] agreed; as well as, the subsequent invoiced charges As was reflected in our original response, our research revealed that a keying error, during the sale, resulted in the Buy or Lease iPhone or iPhone 7Plus and get iPhone SE 16GB Free promotion not awarding During our conversation with Mrand Ms [redacted] on June 2, 2017, we agreed to a resolution in which we arranged for the promotion to award for one device purchase, and we applied credits totaling $to the account to match the value of the second award During our August 29, 2017, conversation with Ms***, we confirmed the previous resolution and discovered that she believed her invoice to be higher because of information displayed via her My Sprint online account To resolve her concerns, we reviewed her billing and payments to assure her that the invoices are correct The online display did not include the promotional award as it is transacted in the middle of her billing cycle Ms [redacted] expressed satisfaction with our resolution We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst