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Sprint Corporation Reviews (12243)

July 15, 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] advised that her monthly charges are higher tan quoted when she established her Sprint services Ms [redacted] requested that we updated her charges to what was initially quoted or that we allow her to terminate her Sprint services with no contractual obligation We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s Sprint billing We confirmed that the additional charges reflected on her referenced invoice were activation charges for the five new devices added to her account when she established services on May 17, We implemented activation and upgrade fees to offset the operating costs associated with our services The fees are applicable for the activation of new or used devices on new or existing lines of service Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use The implementation of activation and other fees is not intended to compromise that objective We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers On occasion, we have marketing offers that will waive some or all of these fees Our records reflect that Ms [redacted] established her five lines of Sprint service on May 17, At that time, we offered a promotion that would waive all but two activation fees for new accounts having more than two new lines of service However, we identified that an inadvertent keying error led to our assessing activation fees for all five of her lines of service During our e-mail discussion with Ms [redacted] on July 13, 2016, we explained the information outlined above We also assured her that we applied credits totaling $to her account to offset the three activation fees that should have been promotionally waived Ms [redacted] expressed her satisfaction with our resolution We regret any inconvenience this matter may have caused, but we are pleased that we were able to resolve Ms [redacted] ’s billing concerns If we can be of any further assistance with this concern, or if Ms [redacted] has any additional questions regarding her account billing, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

August 9, 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 Mr [redacted] We appreciate your assistance in once again bringing our customers’ concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once again In Mr [redacted] ’s rebuttal, he expressed his dissatisfaction with his inability to speak with us directly to address issues included in his previous filing We regret any difficulty Mr [redacted] may have experienced during his attempts to contact us, as well as any delay in addressing his previously-reported Sprint billing concerns We spoke with Mr [redacted] on August 1, 2017, prior to our receipt of this rebuttal, at which time he reiterated his initial concerns regarding his dispute of charges totaling $1,assessed to his now-closed Sprint account and with his not receiving a final Sprint invoice We informed Mr [redacted] that his disputed account balance included charges that were subsequently identified to have been assessed fraudulently but that credits totaling $1,were applied to his account on July 2017, to offset the fraudulent charges, leaving his account with an adjusted final balance due of $ Mr [redacted] expressed his satisfaction with our resolution and remitted a payment to satisfy the remaining balance due noted above, leaving his account in closed status with a zero balance Although our attempt to follwith him via telephone and e-mail on August 7, 2017, to respond to his rebuttal, was unsuccessful, we believe that his reported concerns have been fully addressed We appreciate Mr [redacted] ’s taking time to provide details of his experiences with our retail and Customer Care representatives 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 We regret any inconvenience these matters may have caused Mr [redacted] and the loss of his business If we can be of further assistance with these concerns, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

September 5, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , Keila [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsKeila [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she upgraded her devices and returned her previous devices to one of our retail stores Moreover, Ms [redacted] that her bill increased to $1,and that she was advised that her bill was high because she did not return her devices Ms [redacted] further stated that she had the store’s receipt as proof that she returned her devices And last, Ms [redacted] described an unfavorable customer service experience during her attempt to resolve her billing stating her account now reflected a $balanceAs a result, Ms [redacted] requested that we resolve her billing issue We regret any possible misunderstanding that may have occurred regarding Ms [redacted] ’s billing Our records reflect that her July invoice reflects a total balance of $1,because we did not receive her June payment in full As a result, her unpaid balance carried forward to her July invoice Further, our records reflect that because she upgraded her two devices early, she was billed two $Early Accelerated Lease Charges Our further reflect that a $credit was applied to her account on August 1, 2017, to offset one of the aforementioned charges plus taxes We spoke with Ms [redacted] on August 23, 2017, and advised her that we would like to research her billing concerns and follwith her in a few days Based on our review, no account credit was due when she upgraded her devices early; however, in an effort to resolve Ms [redacted] ’s disputed charges, we applied a $credit to her account to offset the other Early Accelerated Lease Charge plus applicable taxes We attempted to reach Ms [redacted] by telephone and e-mail on September 1, 2017; unfortunately, we were unable to reach her However, she responded via e-mail on the same day stating that she was unware that she was billed an Early Accelerated Lease Charge Further, Ms [redacted] thanked us for resolving her billing issue We 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 If we can be of further assistance regarding these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed the length of time taken for us to honor the terms of an equipment promotion she accepted in December 2016, advising that her monthly invoices continue to reflect incorrect equipment chargesMs [redacted] requested that we correct her device billing We regret any possible misunderstanding or delay that may have occurred regarding Ms***’s promotional equipment billing We confirmed that the referenced equipment discounts are awarding properly for two of her three lines of service but that the discount for her third line of service is not awarding due to a miscommunication when she signed up for all three devices Unfortunately, we are systematically unable to update that line of service to process the promotional award as requested During our June 20, 2017, conversation with Ms***, we explained the information outlined above However, as a demonstration of our commitment to excellence, we also offered to apply a one-time credit equivalent to the value of the missing promotional award Ms [redacted] accepted our offer, and we applied the $144,credit to her account as agreed She advised that our actions have resolved her concerns We regret any inconvenience Ms [redacted] may have experienced as a result of this issue If we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office We appreciate your assistance in bringing our customers’ concerns to our attention We spoke with Mr [redacted] on July 8, 2016, regarding his complaint We are confident his issues have been addressed and resolved In his inquiry, Mr [redacted] indicated [redacted] he is disputing a phone subsidized charge for a new device he added five months ago and a tablet charge He has attempted to resolve the issue via customer service but the matter remains unresolvedAs a result, he is requesting we review these matters We reviewed Mr [redacted] ’s account He added phone number ending to his account via Telesales on December 31, He purchased the device with a two-year service agreement for $ The service plan he is on requires a $phone subsidized charge since the device was not purchased with our lease or installment billing program This information can be found on our website under the plan details We confirmed that phone number ending is being assessed the fee correct and there is not a billing error However, in an effort to reach an amicable resolution, and due to any possible misunderstanding regarding the service plan, we applied a one-time credit of $to his account on July 8, He will be charged the $fee for his month service agreement Customer Care representatives previously applied credit for two of the $fees We explained to Mr [redacted] that he will be assessed the $fee but we are providing a lump sum credit to his account to offset the fee He accepted our offer Moving forward, Mr [redacted] understands that should he upgrade via our discounted device program with a two-year service agreement, he will be subject to a phone subsidized charge per the terms of his service plan Regarding the tablet offer, we were able to confirm Mr [redacted] is eligible for a promotion where the tablet is free for months After months the tablet is $per month He requested to cancel the tablet and return it As a result, we sent him a return label and applied credit for the cost associated with the tablet We appreciate Mr [redacted] for taking time to provide details of his experience with Telesales and customer service We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced as a result of these mattersIf we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal of Ms [redacted] regarding her Sprint account We appreciate your assistance in bringing our customer’s concerns to our attention In her original inquiry, Ms [redacted] states that she reported the tablet on line ending in [redacted] stolen in July She also states that in September she ported out the line ending in *** She states that she also requested the line ending in [redacted] be ported to another carrier, but it was never ported out or cancelledMs [redacted] states that she received monthly service charges for a tablet that she reported stolen and requests that the charges accessed to the tablet line ending in [redacted] since September be adjusted She also asks that the account be removed from the collection agency We attempted to reach Ms [redacted] via phone and email on May 12, 15, and 16, 2017, to speak with her regarding her concern As of this date, we have not received a return call from Ms [redacted] We have reviewed our records and confirmed that the line ending in [redacted] has been cancelledUnfortunately, without proper authentication of the account, we are unable to provide our detailed account findings Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the accountTherefore, we invite Ms [redacted] to contact us at the number provided below to further address her concerns We regret any inconvenience that Ms [redacted] may have experienced as a result of these issues Ms [redacted] can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Hi Byron, Thank you for contacting me and resolving this issue

Executive & Regulatory Services POBox 169014, Irving, TX June 28, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was informed that his account is eligible for up to five active lines of service, and he currently has two active lines of service He further stated that he has two lines of service on another account Mr [redacted] ’s inquiry did not specify a request We attempted to contact Mr [redacted] by telephone and e-mail on June and 27, 2017, to discuss this matter in detail Unfortunately, we were unsuccessful We have reviewed the account and our records reflect that the above-referenced account is eligible for up to five active lines of service We look forward to speaking with Mr [redacted] and encourage him to contact us at his earliest convenience, to provide us with the details of his account concern We regret any frustration this matter may have causedIf I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services

[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.]HelloToday I received a closing bill for $I will agree to settle the matter if that is truly the final balanceThank you [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

September 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Mr [redacted] submitted on August 15, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with pricing of his Sprint account after adding a third line of serviceIn addition, Mr [redacted] expressed his dissatisfaction with the inability to utilize his employee discountMr [redacted] stated that he was informed that his Sprint account would be eligible to receive an employee discount through his eligible place of employmentFurther, Mr [redacted] stated that his monthly lease discount was removed from his account without his knowledgeMr [redacted] requested that Sprint review these matters, reapply his monthly lease discount, and waive the shipping and Activation Fees that were assessed to his accountMr [redacted] requested that Sprint review these matters 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing According to our records, Mr [redacted] established his account on March 11, with the phone line ending in ***Mr [redacted] added a second line of service associated with phone line ending in [redacted] on June 25, 2013, and added a third line of service associated with phone number ending in [redacted] on August 24, On June 1, 2015, Mr [redacted] upgraded the device on phone line ending in [redacted] and activated an iPhone device via a Sprint’s leasing program 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 payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit [redacted] Our records further reflect on August 24, 2016, Mr [redacted] elected to update his rate plan to plan with unlimited usagePlease note the rate plan he selected provides the best value of any national carrier for this particular planPlease be advised that rate plan is not combinable with Sprint’s employee discount program Please note in order to receive a discount through the Sprint Discount Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit [redacted] Please be advised that Mr [redacted] ’s existing rate plan is not combinable with Sprint’s employee discount program Once Mr [redacted] discovered he was no longer eligible to receive his employee discount and monthly lease discounts, he contacted Sprint on August 27, 2016, to report his account issuesIn response to his reported concerns, his rate plan was updated to the Sprint’s 50% off competitor plan, which Mr [redacted] acceptedHowever, this rate plan is not compatible with his employee discount and monthly lease discounts, which was associated with phone line ending in *** We spoke with Mr [redacted] on September 14, 2016, and relayed the aforementioned information to himDuring that call, Mr [redacted] elected not to make any changes to his rate plan pricing at this timeWhile Mr [redacted] ’s current rate plan is not eligible for the aforementioned discounts, in an effort to amicably resolve this matter, Sprint agreed to apply a one-time adjustment of $to his accountCurrently, his account reflects a zero balanceThis adjustment will offset his monthly recurring charges, Activation Fee, and shipping charges as reflected on the September 8, invoiceMr [redacted] confirmed that he was satisfied with the resolution providedWe sincerely apologize for any inconvenience this matter may have caused Mr [redacted] If we can be of any further assistance, Mr [redacted] can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, Cindy [redacted] Executive Services Analyst

April 14, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: XXXXX***, [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on April 10, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] follfiling expressed his dissatisfaction with receiving collections notices in reference to an outstanding account balance pertaining to his accountMr [redacted] requested that Sprint review this matter, adjust his account accordingly, cease collections activity and remove all negative reporting from the credit bureaus Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on April 10, 2017, to further discuss his concerns During our conversation, we advised Mr [redacted] that we would further investigate his concerns and follwith him accordinglyBased on our investigation, we have confirmed that all collections processes pertaining to Mr [redacted] ’s account were placed on hold effective March 8, Furthermore, we have confirmed that no additional collections calls were made on this account from that time periodIn addition, we have confirmed that this account was not reported to any credit reporting agenciesSince our initial conversation, we have attempted to follwith Mr [redacted] on April 11, 2017, to relay the aforementioned information to him, without successShould Mr [redacted] have any additional concerns pertaining to this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

January 7, [redacted] Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Case # [redacted] Sprint Account # xxxxxx [redacted] Sprint Case # [redacted] Dear Ms***, This is in response to the letter received by our organization on December 29, 2015, regarding Mr [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attentionWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important Mr***’s filing expresses his dissatisfaction with allegedly being assaulted by a Sprint employeeAdditionally, Mr [redacted] accused the Sprint employee of removing or deleting information from his iPhone 5s deviceAccording to Mr***, a third party provided the Sprint employee with his account information, and, as a result, his iPhone 5s was decommissioned which resulted in the loss of valuable information on his deviceMr [redacted] requested that Sprint review this matter Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal informationWe have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need or disclosing customer information unless authorized by the customer or otherwise permitted by lawFor additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr [redacted] may visit our website sprint.com/legal/privacy.html Sprint has reviewed Mr***’s complaint, and we engaged our Corporate Security group to investigate Mr***’s allegationsBased on our investigation, we found no information or evidence that proves or supports Mr***’s claimsShould Mr [redacted] feel threatened in any way, we recommend that he report his concerns to his local authoritiesAdditionally, Sprint has no ability to investigate activity that occurs on Apple devices or on Apple’s iCloudWe suggest that Mr [redacted] contact Apple technical support group for further assistance regarding those concerns On January 6, 2016, we contacted Mr [redacted] and explained our findingsMr [redacted] expressed his understanding with our findingsWe apologize for any inconvenience Mr [redacted] may have experienced while attempting to resolve this matter We trust this letter responds to your inquiryIf I may be of further assistance, you may reach me directly by calling ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William [redacted] William [redacted] Executive & Regulatory Services

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received while trying to resolve a device billing issue Ms [redacted] stated back in November 2016, she ported over from [redacted] to Sprint, and took advantage of the ongoing Buy One Get One (BOGO) promotionShe further advised that she purchased two Samsung Sdevices and was told her bill will be around $to $monthly; however, her bill has been $per monthMs [redacted] is requesting to get the second device credited and also what she had paid since November Our record reflects that Ms [redacted] purchased two Samsung Sdevices on October 27, 2016, on 24-month installment billingWe were able to confirm there was an ongoing BOGO promotion at the time the devices were purchased We then adjusted $for the installments she has been paying since November 2016, totaling $We also setup recurring credit for $for the remaining 8-months left on the installment billing to award the BOGO promotion We attempted to contact Ms [redacted] on June 2, 2017, and left a message with the information outlined above Ms [redacted] sent us an email on June 6, 2017, to inform us her issue has been resolved, and she thanked us for our help We appreciate Ms [redacted] for taking the time to provide us with her experience with our customer service 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 this matter may have caused, and are happy that we were able to resolve Ms [redacted] ’s issueIf we can be of further assistance with this matter, Ms [redacted] can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

Mr [redacted] ’s follfiling expressed his dissatisfaction with the previous response providedMr [redacted] further expressed his dissatisfaction with the lack of coverage he is receiving inside of his homeMr [redacted] stated that he is experiencing dropped calls, no service and unable to receive calls or text messages on phone lines ending in [redacted] and *** Mr [redacted] requested that Sprint review this matter and allow him to cancel the service on the aforementioned phone lines without further cost to him Sprint has reviewed Mr [redacted] ’s complaint As stated in our initial response, we regret that the service in Mr [redacted] ’s local calling area has fallen short of his expectations We informed Mr [redacted] that 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 customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area Our records reflect that Mr [redacted] ’s work location is within Sprint’s “fair” coverage, which generally means that customers may experience coverage gaps in these areas and indoor coverage may be isolated to certain locations in a building We contacted Mr [redacted] on July 21, 2016, discussed his concerns in detail and relayed the aforementioned information to him In an effort to reach a satisfactory and mutually acceptable resolution, we offered to waive the future Lease cancellation charges associated with the existing Lease Agreements on phone lines ending in [redacted] and [redacted] contingent that he returns his undamaged devices to Sprint’s Returns WarehouseMr [redacted] accepted our resolution and confirmed he has no further issuesAs a result, we emailed Mr [redacted] a prepaid return label to the email address on file Please note that this offer is valid for a period of days from the date of this response

This issue has been resolved Regards, [redacted]

May 12, 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 [redacted] submitted on April 25, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his billing concerns Mr [redacted] further stated that he was offered a promotional monthly lease rate of $per month for a Samsung Galaxy Sdevice along with a quoted monthly charge of $per month However, Mr [redacted] was unsuccessful in obtaining the promotional offer for his account Therefore, Mr [redacted] requested that Sprint review these matters and honor the above promotions 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes According to our records, on December 9, 2016, Mr [redacted] contacted our Telesales department and upgraded phone line ending in [redacted] and purchased a Samsung Galaxy Sdevice as part of our 50% Samsung Galaxy Spromotional offer via our Monthly Installment agreement 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 purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay The promotional offer includes a service credit, to offset the cost of the monthly installment billing charges As Mr [redacted] has not received any service credits for the above-referenced promotional offer, on May 6, 2017, Sprint applied a total credit of $to Mr [redacted] ’s account The adjustment will appear on the May statement Our records further indicate, Mr [redacted] was offered a promotional rate plan for $per month for phone lines ending in [redacted] and ***, plus the Total Equipment Protection (TEP) plan, before applicable taxes, fees and Surcharges However, due to an inadvertent error the price plan was not updated on his accountTherefore, Sprint has agreed to update Mr [redacted] ’s price plan to one of our current plans We spoke with Mr [redacted] on May 8, 2017, and relayed the aforementioned resolution to himUnfortunately, Mr [redacted] did not confirm acceptance of our proposed resolution Should Mr [redacted] wish to accept our proposed offer, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We appreciate Mr [redacted] for taking the time to provide us with his experiences with Sprint’s Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst Sincerely,

[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] , part of the complaint has been resolvedWe are still in its infancy stag on resolving the remaing amounti will inform your agency as soon as as all Sprint contract promises have been metThank-you [redacted]

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Mr*** [redacted] We appreciate your assistance in bringing Mr [redacted] ' concerns to our attention In the information received, Mr [redacted] indicated that he incurred $in charges, upon cancelling his accountHe advised that he did not know the source of these charges and our contact center specialist could not identify the charge, as wellAs a result, he is requesting that this matter be reviewed We regret any misunderstanding that may have led Mr [redacted] to contact your officeDuring my December 29, 2015, conversation with Mr [redacted] , I reminded him that when he accepted a Sprint Subscriber Agreement on June 4, 2014, he consented to retain a qualified service plan for two years from that dateAs a benefit of that agreement, we provided Mr [redacted] with a $discount off of the cost of his new iPhone 5c device purchaseA condition of the agreement was that should Mr [redacted] cancel the associated line of service prior to the fulfillment of the agreed term, his account would be automatically assessed a prorated $Early Termination Fee (ETF)With proration, Mr [redacted] was assessed a $ETF and associated taxes, totaling $Mr [redacted] advised that a conversation with one of our contact center specialists led him to believe he had made the purchase in 2013, resulting in the misunderstanding We appreciate Mr [redacted] ’ history with SprintTo reach an amicable resolution, we applied credits totaling $to his account to offset the balanceAs a result, the account is in closed status and reflects a zero balance If we can be of any further assistance in this matter, you or Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from a.mto p.m., Central Time, Monday through Friday Sincerely, Stan S Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While some of the facts are not clearly stated and seem more as my issue rather than some accountability from sprint I'm am ready to close and move forward Regards, [redacted] ***

Tell us why hereApril 14, 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] expressed her dissatisfaction with the length of time taken to provide credit owed to her for equipment that she returned to us after terminating her Sprint services due to unresolved service concerns Ms [redacted] requested that we provide the equipment credit and remove any negative information related to this matter from her credit reporting We regret the circumstances that led to Ms [redacted] ’s decision to terminate her Sprint services, as well as any misunderstanding that may have occurred regarding the return of her referenced deviceUpon review of her account, we were unable to identify any billing error, and we confirmed that the disputed $Device Purchase Option amount was credited to her account when her equipment return was verified on March 12, 2017, leaving her account in closed status with a past-due balance of $ Due to the age of that unpaid debt, her account information was referred to an outside agency for collection on June 15, During our conversation with Ms [redacted] on April 5, 2017, we explained the details outlined aboveWe further advised her that, regrettably, we are unable to remove negative information related to this matter from her credit reporting because the debt is valid At her request, we forwarded copies of her MONTH to MONTH 201X invoices to her for review at no cost to the address on file We regret any inconvenience these issues may have caused Ms [redacted] and the loss of her business If we can be of further assistance with these matters, Ms [redacted] 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 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

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