Sprint Corporation

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

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX6193, [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 account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s inquiry, she has not received the $prepaid gift cards she was promised for switching to Sprint Ms [redacted] also states that she had an unfavorable customer service experience while attempting to resolve this matter We regret any inconvenience this matter may have caused the [redacted] s We spoke with Ms [redacted] and advised that the promotion is now closed and we are unable to process the prepaid reward cardsHowever, in lieu of the offer, we applied a $credit to her account and issued a refund check to her for the value of the promotional offer We informed her to please allow to days for receipt We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service representatives, as 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 in our ongoing efforts to improve our training and processes We thank the [redacted] s for being valued Sprint customers If they have any further questions regarding this matter, they can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Sunday through Thursday from 1:p.mto 9:p.m., Central Time Sincerely, Michael PExecutive Services Associate 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

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

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] Care of [redacted] , submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the inability to receive Buy-One-Get-One (BOGO) promotional credits in association with the purchase of a Samsung Galaxy SEdge device upon establishing services with Sprint in December 2016, at a local Sprint Retail Store location Ms [redacted] requested that Sprint review this matter, honor the promotional offer or allow her the ability to cancel the account without further cost to her Sprint has reviewed Ms [redacted] ’s complaintOur records indicate that on December 8, 2016, Ms [redacted] activated two lines of services associated with phone numbers ending in and During this transaction, she purchased two Samsung Galaxy SEdge devices via Sprint’s Monthly Installment Billing program during the Buy-One-Get-One (BOGO) promotional offer, at a local third-party retail store location We regret any misunderstanding that may have occurred pertaining to Sprint’s promotional offers Please note that Samsung’s Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional offer was effective on December 5, through December 25, Qualifying customers who participated in Sprint’s Samsung Galaxy Sor SEdge Buy-One-Get-One (BOGO) promotional must purchase two Samsung Galaxy Sor SEdge devices via a 24-Month Installment Billing AgreementHowever, if a customer is upgrading one line of service, a new line is required for the second device to qualify for the promotional service creditRegrettably, due to an inadvertent error, the BOGO promotional code was not applied to Ms [redacted] ’s account upon the activation of services In an effort to ensure a satisfactory and mutually acceptable resolution, we engaged the third-party retail store’s management team to investigate this matter As a result of the investigation, the third-party retail store’s management team offered and Ms [redacted] accepted a one-time adjustment of $1,to her account to offset the BOGO promotional offer for one Samsung Galaxy SEdge device on May 24, Ms [redacted] expressed her satisfaction in Sprint’s efforts to resolve this matter We appreciate Ms [redacted] taking time to provide details of her experience with the third-party retail store location 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 that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] on 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 21, 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 Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states that he is experiencing problems with the voice and data service in his local calling area As a result, he is requesting that Sprint fix the problem Please be advised that we have made several attempts to contact Mr [redacted] by telephone and email to discuss this matter in detail Unfortunately, we were unsuccessful in reaching himHowever, in an effort to address this matter, we have reviewed the account We apologized for any inconvenience Mr [redacted] may be experiencing as a result of this issue We 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 customers Further, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact Based upon our initial review of Mr [redacted] ’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service However, in an effort to better pinpoint his experience, his concerns were escalated to our technical support team, who is working directly with Mr [redacted] to troubleshoot and isolate any issues that may be impacting his service Mr [redacted] ’s account will remain in “escalated status” with our office until our technical support team has completed its investigation We will follow up with Mr [redacted] to ensure that a final resolution has been achieved no later than September If Mr [redacted] has questions regarding this issue prior to our scheduled follow up, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, [redacted] Executive Services Analyst

May 27, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] ’s mother, Iris [redacted] stated that her daughter lost her iPhone and that upon contacting the insurance company to file a claim, the representative asked for the date when the device was lost and her daughter (who is a minor) stated that she was unsure of the date and the agent selected a date for the claim; which caused the claim to be denied In addition, Ms [redacted] stated that based upon the incorrect date her claim wasn’t accurate and it s not fair since she has been paying insurance for an entire yearMs [redacted] stated that she is willing to pay the deductible but not the full price for a device The device insurance program covers the handset, standard battery, and standard charger in the event of loss, theft, or damage The monthly charge is $7, and a deductible applies depending upon the device type on approved claims All claims are fulfilled with replacement wireless handsets of like kind and quality, which may be reconditioned We regret any difficulty Ms [redacted] may have experienced while attempting to replace her broken device During our initial discussion with Ms [redacted] , mother of the account holder, on May 10, 2016, we advised that we will forward her information to the insurance department for an investigation In addition, we offered an equipment discount off a new device as resolution; however, MsIris [redacted] could not authenticate the account As a result of the investigation; our records reflect that when the call was pulled and reviewed; the person that spoke with the insurance group was not a minor Furthermore, no payment has been remitted for service since February 28, 2016; which means the insurance premium was not paid; therefore, her claim was deniedDuring our supplemental call with Ms [redacted] on May 24, 2016, Ms [redacted] accepted the offer of a 75% equipment code credit to offset the cost of a new Boost Mobile device; however, we were experiencing issues with our website and could not process the order In a recent a follcall to Ms [redacted] on May 27, 2016, we attempted to process the equipment order again and received the same error message as previously Currently, Boost is not experiencing any issues with our website; therefore, we referred Ms [redacted] to her banking institution to confirm that there are no restrictions in place for her credit card She agreed and will contact our office when she is ready to place the order On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms [redacted] If she has additional questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4: p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

October 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Jr Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] Jr submitted on September 23, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to participate in our iPhone Forever promotional offer, after he has established services with SprintMr [redacted] requested that Sprint review this matter and provide him with upgrade eligibility according to the details of Sprint’s iPhone Forever promotional offer or all allow him to cancel without any penalties due to contractual obligations We regret any misunderstanding that may have occurred related to our referenced promotional offerOur Marketing department works diligently to ensure that information included on our website and in our marketing material is accurate and contains details that will allow customers to make informed decisions regarding Sprint services and productsWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide Sprint has reviewed Mr [redacted] ’s complaintOur records reflect that Mr [redacted] established services with Sprint on November 6, 2015, with phone numbers ending in ***, ***, and ***, and activated three iPhone 6s 16GB devices via Sprint’s Leasing and iPhone forever programsPlease note that 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 deviceLease payment varies 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 www.sprint.com/lease Please be advised devices available on the iPhone Forever program have an annual upgrade benefit after making consecutive paymentsAt the end of the term, the customer has the option to trathe old device and upgrade to a newer one, purchase the device and own it, or continue with a month-to-month lease After further review of our records, Mr [redacted] transferred phone number ending in [redacted] from another Sprint account and with a Samsung Galaxy SdeviceAdditionally, on November 7, 2015, an equipment swap was performed between phone numbers ending in [redacted] and ***As such, the iPhone 6s 16GB device was activated on ***; thereby, leaving the existing Lease Agreement active on phone number ending in *** We spoke with Mr [redacted] on October 3, 2016, to discuss his concerns and relayed the aforementioned information to himDuring our conversation, we informed Mr [redacted] that we have transferred the Lease agreement associated with his iPhone 6s 16GB device to phone number ending in ***However, we advised Mr [redacted] that Sprint is unable to change the upgrade eligibility registered specifically to the phone number ending in ***We confirmed with Mr [redacted] on October 3, 2016, that the phone lines ending in ***, ***, and [redacted] are currently eligible for a current promotion for an early upgrade through the iPhone Forever upgrade optionAdditionally, we advised Mr [redacted] that his phone line ending in [redacted] is eligible for upgrade through Sprint’s standard policy as of October 1, We advised Mr [redacted] that should he attempt to upgrade his phone ending in [redacted] prior to the completion of the month Lease Agreement term, there will be additional costs as a result of the prior Lease agreementWe advised Mr [redacted] that he is eligible to upgrade his device after November 6, 2016, when the month Lease Agreement term is completed and may inquire about his eligibility for Sprint’s iPhone Forever promotion at that timeMr [redacted] confirmed his understanding of the information provided to him and that his concerns were resolved to the best of our abilityWe apologize for any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, Mr [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

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

---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Tue, Jan 17, at 1:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >I wanted to let you know that after several phone calls and lots of time, this did finally get resolved and they credited my account I had no way to tell you through the complaint system I could not reply to anything thereThanks, [redacted]

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

[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]

[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]

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

July 7, 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 her complaint, Ms [redacted] ’s stated that she cancelled her Sprint account within Sprint’s Satisfaction Guarantee return period Ms [redacted] is requesting that Sprint review this matter and provide her with a refund, in the amount of $ Sprint has reviewed Ms [redacted] ’s complaint Our records reflect that Ms [redacted] activated her Sprint account on December 12, Thereafter, she cancelled the account on December 22, and a refund check was mailed to her on file We spoke with Ms [redacted] on July 6, At that time, Ms [redacted] updated the mailing address on the account Accordingly, Sprint has requested a stop payment on the original check Please allow up to ten days for the stop payment confirmation to be received A replacement check, in the amount of $will be processed and mailed to Ms [redacted] ’s updated address Ms [redacted] expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms [redacted] If Ms [redacted] would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service 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] ***

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: 11255438, [redacted] Sprint Account: XXXXX Sprint Case: To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] [redacted] submitted on March 25, We apologize for any inconvenience Mr [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, Mr [redacted] expressed his dissatisfaction with the monthly service charges assessed to his accountAccording to Mr [redacted] on February 29, 2016, he contacted Sprint and attempted to cancel serviceHowever, to retain him as a customer he was offered the 2GB High Speed Data Shared for $per month prior to applicable taxesUpon the receipt of his invoice, Mr [redacted] stated that his monthly service charges exceeded the above quoted amountMr [redacted] requested that Sprint review this matter Sprint has reviewed Mr [redacted] ’s complaintIn 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 According to our records, on February 29, 2016, Mr [redacted] contacted Sprint to inquire about porting-out his phone number to another wireless service provider and requested to have his device unlockedOur records show, that he was offered to update his rate plan $2GB High Speed Data Shared plan; however, the $Phone Access Fee is required with this rate plan and cannot be waivedOur records further indicate that due to any possible misinformation that Mr [redacted] may have received and in an effort to resolve his issue in amicable manner, we agreed to apply a $adjustment to his account to offset the $Phone Access Fee for two months We spoke with Mr [redacted] on April 12, 2016, and relayed the aforementioned information and provided him with our resolutionMr [redacted] , expressed his satisfaction with our resolution and has no further concerns If we can be of further assistance, Mr [redacted] can contact me directly by calling the Executive & Regulatory Services department toll-free at [redacted] I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] [redacted] Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] regarding our [redacted] product In the information provided, Mr [redacted] stated that after making his monthly payment for services on April 16, 2017, he was unable to utilize his wireless services Mr [redacted] requested that his ability to make and receive calls be restored immediately Our records reflect that Mr [redacted] ’s home service area was temporarily affected by a known service outage beginning on April 17, Our records further reflect that this service outage was resolved on April 20, During our April 26, 2017, conversation with Mr [redacted] we provided the information outlined above Mr [redacted] confirmed that his service is now working to his expectations We apologized to Mr [redacted] for his service concerns and provided a $service credit to his [redacted] account to offset the time he was impacted by this matter Mr [redacted] confirmed his complete satisfaction with the actions taken by our office to resolve his service related concern On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has further concerns regarding this matter he 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, Mondrell GExecutive Services Analyst

June 22, 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 rebuttal of Mr [redacted] filed on behalf of Sprint account holder Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once again In his rebuttal, Mr [redacted] expressed his dissatisfaction with our response to his initial filing, advising that we provided facts about his billing that he already knew but that we offered no alternate solution to his disputeHe also described again his unfavorable customer experiences during his previous attempts to address his still-unresolved billing concerns We regret any remaining misunderstanding that may exist regarding the status of Mr [redacted] ’s dispute of Ms***’s Sprint account balance However, as we explained during our June 22, 2017, follconversation with him, we confirmed that the referenced leased Sprint devices were returned to one of our retail locations on February 28, 2017, and that credits totaling $were applied to Ms***’s account at that time to offset the corresponding Device Purchase Option amounts for those devices We then reiterated to Mr [redacted] that the remaining lease cancelation charges assessed to her account are valid due to the cancellation of the lease agreements for those devices prior to the fulfillment dates Although we were unable to identify any error on the part of Sprint related to Mr [redacted] ’s dispute, we offered to apply a credit to offset one-half of the disputed amount, based on additional information he provided, contingent upon his remitting payment to satisfy the remaining amount of $ Unfortunately, Mr [redacted] declined that offer As such, no credit was applied However, as a demonstration of our commitment to excellence, we informed him that our offer is available through until July While it is our goal to resolve all issues brought to our attention, we regret that we were unable to do so in this situation However, we have spent considerable time reviewing this dispute, and we are confident that Mr [redacted] ’s reported concerns have been fully addressed Therefore, our position remains unchanged We regret any inconvenience this matter may have caused If we can be of further assistance with this matter, or if Mr [redacted] or Ms [redacted] would like to reconsider and accept our above-noted offer within the referenced timeframe, they can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

December 14, 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 of Ms [redacted] submitted on December 5, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with being ineligible to establish a payment arrangement and the level of customer service she received from Sprint, while attempting to address this matterMs [redacted] further expressed her dissatisfaction that Sprint has continued to interrupt services on phone number ending in ***, after she requested to have the services interrupted on phone number ending in ***, as a result of collection effortsMs [redacted] requested that Sprint review this matter, and adjust her account balance Sprint has thoroughly reviewed Ms [redacted] ’s complaintPlease note that as stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honored According to our records, a promise to pay of $was established on November 18, 2016, which was scheduled for processing on November 25, However, a payment of $was remitted, which did not satisfy the promise to pay, as such the account was suspended for nonpaymentOn November 29, 2016, Ms [redacted] contacted Sprint at which time she was advised that the past due balance reflected on her account would need to be satisfied before the services could be restoredPlease note that Ms [redacted] remitted a payment to her account, which satisfied the past due account balanceAs such, Ms [redacted] ’s services were restored All Sprint accounts have an account administrator phone number that is designated by the account holder with regard to collection efforts, however if the account holder does not specify an account administrator phone number, the first activated phone number on the account will be the designated phone numberPlease note, Ms [redacted] requested to change the account administrator phone number to phone number ending in ***As such, this is the phone number that will be suspended with regard to any collection hotlineFurthermore, inbound and outbound calls to phone number ending in [redacted] may be blocked In an effort to ensure a satisfactory and mutually acceptable resolution, we agreed to apply a $credit to offset a portion of the balance dueMs [redacted] expressed her understanding to the resolution providedWe appreciate Ms [redacted] taking the time to provide us with the details of her experience with Sprint and are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for 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 ###-###-####, ext***I am available Monday through Friday between 9:a.mand p.m., Eastern Time Sincerely, /s/ Tracey [redacted] Tracey [redacted] Executive & Regulatory Services