Sprint Corporation

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

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our Boost Mobile product According to the information provided, Ms [redacted] stated that her Boost Mobile phone has not been functioning since the first day she received her device She advised she was told by multiple Boost Mobile representatives that she had days to return the device for a refund or exchange She further stated that she later spoke with another representative who advised her that she only had days to return her device Because she was misinformed of the return policy she requested a refund of $for the device We are dedicated to providing superior service and products, and we stand behind our commitment with a 7-day unconditional return policy on all our equipment purchased from our website, www.BoostMobile.com Customers can return equipment purchased from our website for a full refund, less shipping and/or restocking charges, if applicable Further, the return options for any device purchased from a third-party retailer would be bound to the policies of that location We attempted to contact Ms [redacted] at phone ending with [redacted] and via e-mail on July and 24, 2017; however, she responded and advised that she will contact us back once she has repaired her car We sent her a letter by mail on July 25, 2017, and we have yet to receive a follresponse from Ms*** On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto 6:p.mCentral Time Sincerely, Marco MExecutive Services Analyst

January 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ms [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our Assurance Wireless product In the information provided Ms [redacted] stated that she qualifies for Lifeline services due to her low income and receiving Social Security benefits Ms [redacted] cited that she has submitted the appropriate Assurance Wireless Lifeline service application and supporting documentation, but has yet to be approved for Lifeline services Ms [redacted] requested assistance with obtaining Lifeline services with Assurance Wireless We regret any delay Ms [redacted] may have experienced while attempting to resolve her Lifeline service application concerns Our records reflect that Ms [redacted] ’s initial Assurance Wireless service application was denied on December 4, 2016, because documentation to support program-based eligibility was not received Our records further reflect that her service application was received, but we did not receive a copy of her Medicaid card During our December 20, 2016, conversation with Ms [redacted] we provided the information outlined above We informed Ms [redacted] that in order to move forward with processing her service application we will need to obtain a copy of her Medicaid card We are pleased to inform you that as of December 22, 2016, Ms [redacted] ’s Assurance Wireless Lifeline service application was approved During our subsequent conversation with Ms [redacted] on January 5, 2017, she confirmed her satisfaction with actions taken to resolve her Lifeline service application concerns Ms [redacted] advised that her new Lifeline device has yet to be delivered We have agreed to remain in contact with Ms [redacted] during this process In the interim, if we can be of further assistance with this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive 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] On 5/22/17, I checked the status of the new claim number I received from Sprint on 5/5/ On 5/22/17, the status report I received said to check back after 5/16/ Strange seeing that 5/22/was after 5/16/ Thereafter, I reopened the initial complaint with the Revdex.com Sprint claims that it is making a one time exception to its policies in providing me with a $Visa Gift Card My wife and I met all of the terms and conditions to satisfy the requirements for the promotion Due to incompetence on Sprint's end, Sprint Customer Service registered the device improperly multiple times Only after countless hours on the phone with Sprint, sending Sprint numerous emails and letters, and contacting the Revdex.com did I receive a mildly satisfactory response from Sprint Subsequent to my reopening of my initial Revdex.com complaint, I did receive the $Visa Gift Card in the mail on 6/1/ While Sprint did try to reach me on the phone on the dates indicated in Sprint's most recent response, as I have indicated to Sprint before, I am unable to answer the phone while I am working and Sprint continues to call me during the day at times when I have told Sprint that I am working and cannot answer my cell phone Alas, the situation with Sprint concerning the $gift card has finally been resolved Though between the hassle I have received from Sprint as a long time Sprint customer, and the terrible cell service my wife and I have been experiencing, unless things improve, it won't be long before we both move onto another cell provider Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although some of the events that happened were left out about the process to reach this solution Regards, [redacted]

July 18, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 26, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms. [redacted] ’s filing, she expressed her dissatisfaction with the delay and hold times while attempting to resolve her account concerns with our Customer Care group. In addition, she expressed her dissatisfaction with the inability to receive a promotional credit in association with her purchase of Samsung S7 device for phone line ending in ***. Ms. [redacted] requested that Sprint review this matter, cancel her Installment Billing agreement and adjust her account accordingly. We are aware that on occasion customers may experience extended hold times when contacting our Customer Care groups by phone, due to various factors. Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representative. Ms. [redacted] may visit our web site, www.sprint.com, and login to her MySprint account to perform general account maintenance and to make payments or setup payments arrangements, if available. Customers may also use their Sprint device to access our automated services, such as the Sprint Zone app, dialing *2 for general information, dialing *3 to make payments, and dialing *4 to obtain estimated minute usage and account balance information. Sprint has reviewed Ms. [redacted] ’s complaint. On February 3, 2015, Ms. [redacted] upgraded the device associated with phone line ending [redacted] via our Telesales group. At that time, she activated a device via Sprint’s Leasing program. However, on February 27, 2017, our records state that Ms. [redacted] upgraded the device associated with phone line ending in [redacted] and purchased a device via Sprint’s Monthly Installment Billing program. Within this sales transaction, Ms. [redacted] paid off her original Lease Agreement for above phone line. We regret any miscommunication Ms. [redacted] may have received pertaining to Sprint’s promotional offers. In an effort to resolve her account concerns, on July 13, 2017, we spoke with Ms. [redacted] and agreed to cancel the Monthly Installment Billing Agreement for phone line ending in [redacted] with the waiver of the associated charges. In addition, we applied an adjustment of $144.80 to her account to offset the monthly installment charges as reflected on her March through July 2017 billing statements. As a result Ms. [redacted] ’s account reflects a credit balance of $110.64. Ms. [redacted] expressed her satisfaction with Sprint’s efforts to resolve her account concerns. We appreciate Ms. [redacted] taking the time to provide us with her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms. [redacted] ’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience that Ms. [redacted] may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms. [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Eastern Time. Sincerely, /s/ Regina S. Executive Services Analyst

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Case [redacted] , [redacted] Sprint Account xxxxx [redacted] To whom it may concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms [redacted] stated that she is dissatisfied with the down payment required for a device lease agreement on her account Additionally, she stated that the account was billed a $fee for the device that was turned in as part of the upgrade process She is requesting clarification regarding the required down payment and that Sprint waive the disputed device charge as it was turned in at the point of sale In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease During our conversation with Ms [redacted] on January 26, 2017, we confirmed that our records reflect that she authorized an end user on her account to enter into a Sprint Lease agreement and that he confirmed by a signature on file Further, all lease device information and charges are also present on the Customer Summary which was signed and was provided as part of the sales transaction As a result, we maintain that the down payment on the current device is a valid chargeAfter reviewing Ms***’s account, we confirmed that the previous device was turned in at the time of upgrade and have agreed to credit the $lease device purchase chargeMs [redacted] verified satisfaction with this resolution We regret any inconvenience that these matters may have caused If I can be of further assistance with this matter, Ms [redacted] can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

July 14, 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: The above-referenced follinquiry of Mr [redacted] , an authorized user on the Sprint account of Ms [redacted] , has been received by our office We appreciate your assistance in bringing our customers’ concerns to our attention and regret that he has contacted your office again, advising of his dissatisfaction with our response to his previous filing In the information provided in his follow-up, Mr [redacted] again stated his dissatisfaction with our not honoring the terms of a recent equipment upgrade promotion offered to him when he upgraded his previous devices to iPhone device models He again requested that we honor the promotional equipment pricing as initially offered We regret any remaining misunderstanding that may exist regarding the terms of our referenced promotion We identified that, at the time of Mr [redacted] ’s referenced device upgrade transaction, the referenced promotion had expired As such, we were unable to provision the expected monthly device credits to his account During our June 30, 2017, conversation with Mr [redacted] , we explained the information outlined above However, we also confirmed that, due to any miscommunication that may have been provided to him related to this matter, we had previously addressed this matter by providing a lump-sum service credit of $to his account to offset an amount equivalent to the full value of the referenced device promotionWe credited Ms [redacted] ’s account for the full value of the promotional offer in the only means available to us at the time, as a service credit, and the equipment charges, though fully reimbursed, will continue to reflect on the invoice due to the equipment financing agreement Although we provided the information noted above to Mr [redacted] previously, we are happy to discuss the matter with him furtherHowever, our attempts to contact him on July 10, 12, 13, and 14, 2017, were unsuccessful We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

February 1, Revdex.comWard Parkway, Suite 401Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Ms [redacted] , and we appreciate the opportunity to address her concerns In her complaint, Ms [redacted] states on January 16, 2017, she contacted Sprint to set up a 14-day payment arrangement; however, she believes she was misinformed about the payment arrangement options available on her account As a result, she is requesting that Sprint allow her to set up a payment arrangementDuring our discussion with Ms [redacted] , we confirmed that on January 24, 2016, she set up a 14-day payment arrangement via her wireless device to have monies drafted from her debit card ending [redacted] on February 7, Ms [redacted] expressed her satisfaction with this resolution The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success Mr [redacted] ’s feedback is invaluable and our hope is that she will allow us the opportunity to rebuild her faith in Sprint If I can be of further assistance regarding this matter, Ms [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Sean J.Executive Services Analyst

According to the information provided, Mr [redacted] expressed his dissatisfaction with the level of customer service he received from our Customer Care group, while attempting to address and resolve his account concernsMr [redacted] further expressed his dissatisfaction with the lack of coverage in the Henderson, NV service area Mr [redacted] stated that he is unable utilize service at his work locationFurthermore, Mr [redacted] expressed his dissatisfaction with the inability to establish a payment arrangement on his account Mr [redacted] requested that Sprint review this matter and adjust his account accordingly We appreciate Mr [redacted] taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customers Please be assured that we value your feedback and that your concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Mr [redacted] ’s complaint We regret that the coverage in Mr [redacted] ’s work location is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Mr [redacted] ’s work location is within Sprint’s coverage area Sprint confirms coverage based on the service address our customer provides at the time of activation Continuation of services after the 14-day Sprint Satisfaction Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage As a result, if customers change their service address, we cannot guarantee the availability of Sprint coverage Consequently, if the lack of coverage at the new service address causes customers to cancel their service, any cancellation charges are applicable With regard to Mr [redacted] ’s inability to establish a payment arrangement, please note that as stated in our Terms and Conditions of Services, payments are due upon receipt However, 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 available However, not all payment arrangement requests can be honored According to our records, Mr [redacted] contacted Sprint on June 30, 2016, to establish a payment arrangement; however, his request was declined due to previous failed payment arrangementsIn an effort to amicably resolve this matter, a new payment arrangement of $was established on July 10, 2016, which is scheduled for July 14, We contacted Mr [redacted] on July 11, 2016, and relayed the aforementioned information to himTo amicably resolve this matter, we offered to apply a total credit of $to his accountThis credit is equal to 50% off his monthly service charges for six months of serviceMr [redacted] accepted the offer and expressed his satisfaction with the resolution providedWe apologize for any inconvenience this matter may have caused Mr [redacted]

January 4, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: ... Sprint is in receipt of the inquiry of Ms. [redacted] regarding Sprint account, XXXXX***, established in the name of Mr. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with the delay in processing a refund for the wireless device that they purchased via www.sprint.com and returned to their local service center within Sprint’s 30-day Satisfaction Guarantee period. She also expressed her dissatisfaction with not being able to resolve the matter after multiple contacts with Sprint. As a result, she is requesting assistance with this matter. We spoke with Ms. [redacted] and resolved her concerns to her satisfaction. We confirmed that the device was successfully returned to Sprint’s warehouse. As a result, credits totaling $432.99 were applied to the account to offset all of the associate equipment charges assessed in accordance with our 30-day Satisfaction Guarantee. As a result of the overpayment, we processed a refund in the same amount back to his credit card on file. Ms. [redacted] acknowledged her satisfaction with this resolution. We regret any inconvenience that Mr. and Ms. [redacted] may have experienced. If I may be of further assistance with these matters, they can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 10 a.m. to 6 p.m., Central Time. Sincerely, Clara C. Executive Services Analyst

July 31, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed a Sprint debt for which she received notification from a collections agency, advising that she has no contractual obligation with that agency She requested that the negative entry be deleted from her credit report We regret any possible misunderstanding that may have occurred related to the status of Ms [redacted] ’ referenced Sprint billing Our records reflect that she activated Sprint services on March 19, 2015, and that her Sprint account was closed due to non-payment of her past-due balance on November 9, Information regarding her past-due $1,account balance was forwarded to an outside agency for collection on that dateDuring our July 11, 2017, conversation with Ms [redacted] , we explained the information outlined above and sustained that the account balance and subsequent collections referral were valid Ms [redacted] advised that she is not disputing the amount but that she was advised that she could remit payments in installments to prevent referral to her credit reporting We informed her, however, that we have no record of any arrangement between her and the outside collections agency assigned to her account and that we have received no payment from her We then explained to Ms [redacted] that, because we are unable to identify any error on the part of Sprint regarding her undisputed account balance or the delivery of her invoices, and based on the information outlined above, we must respectfully decline her request We also recommended that, to prevent further collections activity, she remit payment to satisfy her past-due balance in full or contact the outside collections agency assigned to this matter, Diversified Services, toll-free at ###-###-####, to discuss other payment or possible settlement options Ms [redacted] indicated her understanding of the information providedWe regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Clara C.Executive 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: they never sent me a new phoneAll the phones they sent were preownedI finally go so mad I returned the phone (the 3rd broken one they sent me) and went to a different companyI regret switching over to sprint and would NEVER recomend this company to anyone!! Regards, Bill W***

[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 Sprint's representative from their executive office was very pleasant to deal with and helpful to settle this issueIf the individuals in their Manchester store were anywhere near as competent as what Aleshea is I would still be a customer of Sprint Regards, [redacted] ***

October 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Mahmoud [redacted] Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrMahmoud *** We appreciate the opportunity to address his concerns Based on the information provided in his inquiry, Ms [redacted] advised that he exceeded his data allotment in August 2017, and his monthly charges increased He further advised that he called our Customer Care Department and requested a credit for the data overage, and his request was declined Therefore, he ported his numbers, and is disputing the charges for cancellation reflected on his October invoice Our records reflect that Mr***’s two phones exceeded their allotted gigabytes (GBs) of data, and the overage charges totaling $are reflected on the September 10, 2017, invoice Our records also reflect that we sent text message notifications to each phone number, on August 28, 29, 30, and 31, and September and 4, 2017, advising that he used percent of his data, percent of his data, and sent additional messages to him after he exceeded the GBs We did not identify a billing error, and Mr [redacted] did not deny that he utilized he services Therefore, we must decline his request to credit these valid charges During our conversation with Mr [redacted] on October 24, 2017, we explained his current invoice reflects the accelerated installment and lease balances, as well as the Device Purchase Price (DPP) for the phone number ending in Mr [redacted] agreed to return the device, and once we receive it in good working condition, we will apply a $credit to his account to offset the DPP plus applicable taxes Once the credit if applied for the DPP, Mr [redacted] is responsible for the remaining charges of $ As a courtesy, we removed the $late fee from his current invoice We regret any inconvenience that this matter may have caused Mr*** If he needs further assistance, he can contact me toll-free at 1-844-282-8211, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal 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 thank you for your help in the matter Regards, [redacted]

June 15, 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 attentionWe regret that Mr [redacted] has again contacted your office, citing dissatisfaction with our prior response to his Sprint World Wide concern In the information received, Mr [redacted] related that he was erroneously charged $for international calls after he returned to the U.S In addition, he expressed dissatisfaction with Sprint's policy not to prorate the final monthly service charges at cancellation, and the level of service that he received in the past while managing his account As a result, he requested a $account credit We regret any misunderstanding and appreciate the opportunity to clarify this matter Although Mr [redacted] believed that he had incurred charges for international calls while deployed to another country, his May 17, 2016, invoice reflects minutes of calls that occurred on April 25, 2016, from the U.Sto another country During our June 3, 2016, conversation, Mr [redacted] confirmed that the billing was correct; however, the misunderstanding arose as a result of information that he received from our contact center specialists while attempting to gain additional information With the information in Mr [redacted] ’s account, we were able to identify the representatives who had assisted with his international billing question Please be assured that the experience that Mr [redacted] described not indicative of the level of service we expect from our employees The feedback that he provided regarding his experience was forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Mr [redacted] If we can be of any further assistance with this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext [redacted] and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

November 4, Revdex.com Serving Greater Kansas City [redacted] Re: [redacted] on behalf of [redacted] Revdex.com File # [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf of [redacted] This complaint was submitted to Sprint on October 24, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s filing expressed her dissatisfaction with Sprint’s equipment replacement process According to Ms [redacted] , she was advised that she would need to purchase a new line of service in order to qualify for a replacement device Ms [redacted] requested that Sprint review this matter, allow her the ability to return the new device in exchange for cancellation of the new line of service with waiver of the Lease Cancellation and End of Lease Purchase Amount charges Sprint has reviewed Ms [redacted] ’s complaint We spoke with Ms [redacted] in October During our conversations, Ms [redacted] stated that in September 2016, she visited the Sprint Authorized Service and Repair Center location, after the charging port on her iPhone 5s device malfunctioned Ms [redacted] further stated she was advised that as she does not subscribe to TEP on phone number ending in ***, she would need to add a new line of service to her account with a new device Thereafter, she would need to perform an equipment swap between her two lines of services, which would allow her to utilize the new device with her existing phone number ending in *** Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty We further advised Ms [redacted] that because she does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms [redacted] ’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $ If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device During that call, Ms [redacted] advised that after activating the new line of service, she cleaned the charging port on her iPhone 5s device and confirmed that the iPhone 5s device is working properly As a result, Ms [redacted] reactivated the iPhone 5s device on phone number ending in *** Therefore, Ms [redacted] has requested that Sprint allow her the ability to return the iPhone device in exchange for waiver of the Lease Cancellation and End of Lease Purchase Amount charges Please note that Sprint is honoring the aforementioned request and has mailed a return kit to the address on file In addition, we have placed a temporary financial hold on the account to cover the cost of the Lease Cancellation and End of Lease Purchase Amount charges on the accountUpon receipt the of the iPhone device, the referenced charges would be adjusted and the temporary financial hold will be removed from her accountMs [redacted] expressed her satisfaction with the resolution provided We apologize for 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 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Leon DM [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Leon DM [redacted] submitted on November 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MrM [redacted] stated that he encountered an unfavorable customer service experience while attempting to address his billing concern MrM [redacted] states upon remitting payments to his Sprint account, the payment amount is different than what his monthly invoice indicatesIn addition, MrM [redacted] expressed his dissatisfaction with an unauthorized payment being debited from his financial institutionAs a result, MrM [redacted] requested that Sprint review these matters and correct any billing issues associated with his account We initially spoke with MrM [redacted] on November 20, 2017, to discuss his account concerns in detail At that time, we advised him that we would review his concerns and follwith him accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and 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 According to our records on March 11, 2017, MrM [redacted] activated phone lines ending in and by purchasing two LG Vdevice’s via Sprint’s 24-Month Installment Billing program and participated in our LG VBuy-One-Get-One (BOGO) promotional offer 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 For additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that MrM [redacted] account is being awarded the BOGO credit of $per month as part of the promotional offer, which appears on the adjustment section on his monthly billing statement Please note the aforementioned credit is awarded to his account on 11th of each month, after his monthly invoice is generated on his accountTherefore, MrM [redacted] may notice that his balance will decrease after the BOGO credit is awarded to his account Based on our account review, we are unable to identify any billing errors on MrM [redacted] account In regard to MrM [redacted] ’s unauthorized payment, our records indicate, on September 28, 2017, MrM [redacted] contacted Sprint’s Finance group and remitted a payment of $towards his account balance Subsequently, MrM [redacted] contacted our Customer Care group on October 5, 2017, and requested that Sprint approve and process a refund to his financial institution in the amount of $ Accordingly, a refund was approved and process to MrM [redacted] ’s financial institution on October 6, We attempted to follwith MrM [redacted] on November 22nd and 27th of 2017, to relay the aforementioned information, without success Unfortunately, we have not yet received a return call from MrM [redacted] Should MrM [redacted] have any questions and/or concerns pertaining to the information and wish to further discuss his concern, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate MrM [redacted] taking the time to provide us with his feedback regarding our Customer Care group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value MrM [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for review We regret any inconvenience this matter may have caused MrM [redacted] If MrM [redacted] would like to further discuss this matter, he can contact our Executive & Regulatory Services department toll free at 1-844-282-ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

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. Although I feel without the intervention of the BBB the outcome may have less then desirable. I thank Sprint for responding to the BBB complaint but I wish things didn't have to go so far. Regards, [redacted] ***