Sprint Corporation

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] BRevdex.com:I have reviewed the response made by the business in reference to complaint ID 12296167, and find that this resolution is satisfactory to me pending all credits for associated fees for returning the Galaxy Sdevice and the resetting of my upgrade eligibility Note Please note the credits received sos far was only to offset the deductible paid for making a claim, I was not credited for the activation fee that was paid for the Samsung Galaxy S I will be ready to initiate a subsequent complaint for this activation fee that I had to pay.Regards, [redacted]

August 8, 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-referenced inquiry of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] described and unfavorable customer experience while attempting to establish services She stated that the port in to Sprint was unsuccessful and that she ended up returning the device to her local Sprint store and cancelling the services; however, she stated that she continues to receive bills for service She is requesting that we complete the cancellation of the account and cease all further billing Our records reflect that Ms [redacted] initiated services on May 13, 2017; however, the port to Sprint request was unsuccessful Our records further indicate that Ms [redacted] visited her local Sprint retail location on May 16, 2017, and requested to cancel the service after returning the associated refurbished Apple iPhone 6s device During our conversation with Ms [redacted] on July 26, 2017, we confirmed the information above Regrettably, the service was not fully canceled as requested until July 27, Further, we confirmed the return of the Apple iPhone 6s device to Sprint and applied credit totaling $to the account to offset the accelerated equipment charges As a result, Ms***’ canceled account now reflects a zero balance owed We regret any inconvenience that this matter may have caused Ms*** We also regret the loss of her business If we can be of further assistance related to 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 7:a.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Services Analyst

February 20, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account XXXXX***, [redacted] Case [redacted] Dear Ms ***: On February 10, 2017, Sprint received an inquiry submitted by your office on behalf of [redacted] According to the information provided, Ms [redacted] is disputing the Airave non-return fees billed to her account, stating that she was not advised to return the Airave devices We appreciate your assistance in bringing Ms [redacted] ’s concerns to our attention According to our Airave terms and conditions of service, the Airave will remain the property of Sprint and it must be returned if the Sprint service in connection with the equipment is discontinued or terminated for any reason Failure to return the equipment within days of cancelation will result in the customer being assessed an Airave non-return fee We regret any inconvenience Ms [redacted] may have experienced as a result of this matter Our records indicate that on February 10, 2017, a credit in the amount of $was applied to the account to offset the disputed Airave non-return fees included on the January invoice in full As a result of this credit, the canceled account reflects a zero balance We regret any inconvenience this matter may have caused Ms [redacted] If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

[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:we were told by the store to not return the two cases we purchased and that there were other credits given us from the store for the trouble we went throughSusan informed me that we could still turn in the cases (4mobths later) and that we'd only get the other credits if we stayed with Sprint (loyalty credits or something)We obviously have no desire to stay with them and don't see why they would credit us back for something knowing we weren't staying with themI was under the assumption from the store that they were refund of some of our activation fees that only the store could credit usThey had also made the decision to give us a refund for the cases because of the hassle Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:i spoke with Jennifer on 7/and explained to her that I received a bill from Sprint but it only showed the amount due and did not show a breakdown of charges She agreed to review a copy of what I received from Sprint it I emailed it to her, which I did directly after our minute phone call She should now have this which clearly shows that what Sprint sent is insufficient I also explained to her that I have now had conversations with several people at Sprint since March and had yet to resolve this or better receive an apology for all the time and stress on this issue It doesn't appear she was listening when I advised her I cannot continue to spend time on calls and emails and I wish for this to be closed It appears that Sprint has advised you they are expediting a bill to me, which is back to where this has been since March.Sprint apparently doesn't care that I was a loyal customer for years and that this has been a nightmare to deal with They apparently choose to continue to harass me over something that is due to their extreme incompetence I even advised her that I felt this was physically impacting me at this point as I have HBP Would you please request that Sprint have all of these complaint responses reviewed by their CEO or the top officer of their billing/ compliance deptI would like for this person to respond to how I've been treated Aside from that response I do not want Sprint contacting me any further which I repeated to Jennifer on 7/19/ Regards, Lori Files

what they told me I think makes nosense l had to pay which I don't think is fair but am happy to be done and over with sprint [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]

[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: this matter is NOT resolvedi have NOT received my property back after returning EVERYTHING I got from sprintALL their property was returned to them more than months agoALL I am asking is that my phone (a month old Samsung SEdge ) be returnedthis phone was owned out right by me instead after talking to these people times I have been offered a paultry $for my devicei cannot buy another one for this pittance and therefore this offer was and still is unacceptablethis thievery is deplorable and highly unprofessional I will not accept anything less than the actual value of a Samsung SEdge ( a bare minimum of $) at the time it was stolen from me over months ago by an authorized sprint representative OR I WILL ACCEPT another UNLOCKED Samsung SEdge in like new condition I have been very clear and patientone of these two choices is what will be accepted by myself to satisfy my issueNOTHING ELSEAll I am asking is that which was stolen from me be returned, the cash value of this item at the time it was stolen or another phone like the one that was takenthese are NOT outrageous demands by any means Regards, Stewart C***

Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] We appreciate your bringing our customers’ concerns to our attentionIn his inquiry, Mr [redacted] states that he canceled his Sprint service within hours of establishment due to a lack of adequate coverage in his areaHe returned the devices and was promised a refund for the down-payment he made at the point of sale; however, he has yet to receive a refund With Mr [redacted] ’s approval, we spoke with Mrs [redacted] on March 30, 2016, and confirmed that a refund totaling $has been processed back to the credit card used to make the down-paymentWe explained that it can take up to five days for the transaction to be reflected on her credit card accountMrs [redacted] expressed satisfaction with this resolution We appreciate Mr [redacted] ’s feedback regarding his experience with our retail personnelProviding quality service is among Sprint’s highest of priorities, and we assure him that his feedback will be forwarded to the appropriate management teams for review We apologize for any inconvenience or frustration that Mrand Mrs [redacted] may have experienced while attempting to resolve their refund concernsShould they have any additional questions or concerns, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

May 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 of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’ complaint, she was recently notified of an outstanding debt with Sprint due to a collection’s notice she received Ms [redacted] advised that she never received a final bill from Sprint and is requesting that a final bill be immediately sent to her to review before she agrees to pay the debt; otherwise, she is requesting that the debt be forgiven And last, Ms [redacted] states that she had an unfavorable customer experience while attempting to address her billing concerns We have reviewed Ms [redacted] ’ account and dispute in detail Our records indicate that her account was set up with e-billing and the final billing was sent to her electronically; however, it was returned due to an invalid email address Nonetheless, during our conversation with Ms [redacted] , she acknowledged receipt of the copy of her final billing and we discussed the outstanding balance due We explained that the balance included charges for services through the end of the billing period in which she ported her number in accordance with Sprint’s Terms and Conditions of Services Although the final monthly service charges are valid, as a gesture of goodwill, due to the minimal amount of usage, we prorated the final month’s service charges, leaving her with a balance due of $ Ms [redacted] subsequently remitted payment for $16.91, and her account is now in final status with a zero balance We appreciate Ms [redacted] for taking time to provide details of her experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms [redacted] ’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions regarding this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

March 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Account xxxxx***, [redacted] 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 his complaint, Mr [redacted] indicated that he is dissatisfied due to network coverage concernsHe is also dissatisfied with the billing on his Sprint account As a result he is requesting that we negate the balance reflected on his account and address his coverage concerns 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 As stated in our Terms and Condition of Service, coverage is not available everywhere and varies Our coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditions Coverage and service speeds are not guaranteed Coverage is subject to change without notice Additional information regarding our services and coverage maps may be viewed on our web site at www.sprint.com Our research into this matter determined that our network serving the area near Mr***’s complaint address was operating within parameters during the time he stated that he experienced poor serviceHowever, we have marked the location for our network engineers to review for possible future enhancements 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, could result in invoice balance changes During our conversation with Mr [redacted] on February 28, 2017, we informed him that based on our review of our account records, we have found that the monthly recurring charges and device charges are valid and the disputed charges incurred were not the result of any error on the part of Sprint However, in an attempt to amicably resolve the issue we have offered Mr [redacted] a one-time concession credit of $He has accepted this offer and verified that he will pay the remaining balance on his account in order to bring his account current We regret any inconvenience that these matters may have caused If I can be of further assistance, Mr [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

Hi [redacted] we just talked on the phoneI'm emailing you to let you know that my case has been resolvedMy complaint number is: [redacted] Thank you

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr [redacted] stated he has a service plan promotion for lines for $90, and that he was quoted an estimated monthly bill balance of $with taxes included However, he further stated that his invoice has increased to $As a result, he is requesting a refund of $ We contacted Mr [redacted] on May and 10, 2017; however, he contacted us on May 12, and requested to be contacted by a Spanish speaking analyst As he requested, a Spanish speaking analyst attempted to contact Mr [redacted] at phone numbers ending in [redacted] and [redacted] on May 16, 17, 22, and 24, 2017; unfortunately, we were unable to reconnect with himIn addition, we notified Mr [redacted] of our contact attempts via e-mail on May 3, 10, and 16, As of this date, we have received no further response to our contact attempts Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify or authenticate 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 a security question and that the PIN or security question 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 account Upon our initial review, we confirmed that Mr [redacted] is being billed according to the service plan and selected options on file However, we invite Mr [redacted] to contact us so that he may provide the noted account security information At that time, we can provide a more detailed review of our findings and address any outstanding account concerns We regret any inconvenience that Mr [redacted] may have experienced as result of this matter Should Mr [redacted] need further assistance, we invite him to contact us directly so that he can provide the needed account security information, and we can assist him with his billing concerns I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie [redacted] Executive Services Analyst

May 3, 2016To 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 level of customer service provided by our representatives during her attempts to correct the term agreement satisfaction date associated with one of her lines of service She acknowledged that she ordered the device that led to the extension of that term agreement but advised that she returned that device to us, un-activated Ms [redacted] requested that we cancel the updated two-year service agreement on that line of service.We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s two-year service agreement concern Our records reflect that Ms [redacted] purchased an upgraded device for her referenced line of service on February 11, 2015, at a subsidized price with her acceptance of a new two-year service agreement and that the device was activated and deactivated on the same date However, although the device was returned to us within our 14-day return period, the associated two-year service agreement was inadvertently not removed from her account until April 17, 2016, during an interaction between Ms [redacted] and one of our Customer Care representatives.Unfortunately, Ms [redacted] ported the referenced line of service from Sprint to another service provider on April 25, Because her disputed service agreement was removed as noted above, we did not assess an Early Termination Fee (ETF) to her when that port occurred We attempted to contact Ms [redacted] by telephone and e-mail on April 20, 26, and 27, 2016, to discuss her concerns She responded via e-mail on April 27, 2016, stating that there was no need to contact her.We regret any inconvenience these issues may have caused Ms [redacted] If we can be of further assistance with these matters, or if Ms [redacted] would like to discuss her concerns in further detail, 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 TimeSincerely, [redacted] *Executive Services Analyst

January 8, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms [redacted] [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] ’s monthly service charges are higher than what she agreed toAs a result, she would like to cancel the service; however, she disputes the accelerated lease and installment billing charges that will be assessed to her account We spoke with Mr [redacted] and she stated that the monthly service charges were to include the cost of the service plan and the monthly charges for each deviceOur records reflect that on September 27, 2015, Ms [redacted] accepted installment billing agreements for each of the devices associated with each line on her accountThe billing agreements each reflect the monthly charge for each deviceAdditionally, Ms [redacted] also accepted a document which reflects the monthly service charges for her service planHowever, due to any possible misunderstanding, we agreed to allow Ms [redacted] to cancel her serviceIn exchange for the return of her devices in good condition, we will waive the accelerated charges for her devices and the monthly service charge reflected on her December invoiceThis will bring her account balance to zeroTo facilitate the return of her devices, we sent her two return kits We regret any inconvenience that this matter may have caused Ms [redacted] If you have any further questions, you can reach me by calling the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Jaime T Executive Services Analyst

June 9, 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 the information provided, Mr [redacted] expressed his dissatisfaction with our not honoring the terms of pricing quotes given to him and his wife, Ms [redacted] ***, in February when they attempted to add a hotspot line of service to his existing Sprint account Mr [redacted] advised that, because he could not add any new lines of service to his account, we recommended that he split his services onto two accounts, his and a new one for his wife, and that his monthly charges would be the same However, as a result of that change, we are now assessing additional equipment-related charges of $ Because he was subsequently informed that we would remove those charges but have not yet done so, he requested that we correct the billing or restore his initial four lines of service to his original account with his previous rate plan We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing and any delay he may have experienced while attempting to resolve that matter Our records reflect that Mr [redacted] transferred two of his four lines of service from his existing account to a new account in his wife’s name on February 16, 2017, and that, at that time, he accepted the change of his rate plan from our Everything Data Share Plan to our Unlimited Freedom Plan, which is $per month with our automatic monthly payment (Auto-Pay) option when activated with non-discounted devices An additional $per line monthly Subsidized Phone Charge is billed when discounted equipment is activated with that rate plan During our May 31, 2017, conversation with Ms***, who is also an authorized user on Mr***’s Sprint account, we advised her of the above-referenced information Ms [redacted] disputed that information, stating that she and Mr [redacted] were not told of the additional fee However, we confirmed that Mr [redacted] had since changed his rate plan on April 7, 2017, to our expired Family Unlimited Talk, Text, and Data Plan and that the disputed fees were waived Due to any miscommunication that may have been provided to the [redacted] , we applied credits totaling $to Mr***’s account to offset the cost of the subsidized fees assessed from February to April In addition, at Ms***’s request, we updated the rate plan on Mr***’s Sprint account back to our Everything Data Share Plan, effective June 6, We also applied credits totaling $to his account to offset the $disputed fee and late payment fees assessed from February to June We confirmed that Ms [redacted] has initiated another Change of Ownership request to have the two lines that were moved to her account re-combined with Mr***’s account Once that process has been completed, we will follow up with her to have those two lines also added to Mr***’s shared rate plan We appreciate Mrand Ms***’s taking time to provide details of their 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 that the information provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused the [redacted] If we can be of further assistance related to this issue, Mror 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, LaDonna [redacted] 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:Sprint agent William has not resolved my issue I was advised 6-from feb he is not addressing that his sales agent also called me when I filed this complaint with Revdex.com and said they were already mailed sprint is consistently lying I no longer want any business with them William is horrible at addressing my concerns he does not respond until I call and complain about him I want my gift card and I want to be let out of this contract Regards, [redacted] ***

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] S [redacted] Sprint account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate having the opportunity to address her concerns In Ms***’ inquiry, she advised that some calls to her Sprint mobile number go to voicemail before her device rings and that, even after one of our service and repair center teams recently replaced her phone, the issue still persists Ms [redacted] requested that we address that matter and provide compensation for the months she has experienced the issue We regret that Ms***’ service is falling short of her expectations We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Ms***’ billing and work addresses were operating within parameters during the time she stated that she experienced poor service; therefore, we were unable to identify any outages or anomalies that would lead to the issue she reported During our conversation with Ms [redacted] on July 3, 2017, we provided the information outlined above We also assured her that we initiated a network investigation and that a technician has been working with her troubleshooting the reported issues During that process, we remained unable to identify any network impairments that would cause her service concerns; however, we experienced calls going to her voicemail As a result, we escalated Ms***’ report to an advanced network team for additional review and assistance We continue to diligently work to resolve her calling issuesOnce we have determined the source of the matter and impact it has had to her service, we will contact Ms [redacted] again and discuss any account credit that may be warranted We regret any inconvenience this matter may have caused Ms*** If she needs further assistance with this concern prior to our committed follow up call, she can contact me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

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] ***

To whom it may concern:I am rejecting this response due to the fact that once again the Sprint representative Beatrice has inaccurately stated what has happenedYes, she did try to contact me via phone, but I have no intention of calling her back so we can go round and round about what Sprint isn't going to do for meAnd yes, she emailed me yesterdayFunny thing is that I responded the same dayPlease see attached emailI am aware of what they have stated and I have nothing more to say to any representative of SprintI have wasted enough of my time over the course of the past 7-months talking with representatives about issues I was having with Sprint in regards to phone service and poor customer supportI complained about not having service in my own home or surrounding area, and their resolve was to get a device for our home that would assist in serviceThat still doesn't fix the problem that we had in our areaWe lost calls all the time, and after talking to many people in this area, they have had the same problemYet I am assured that this area has coverage by Beatrice and the managers at the store at the local storeOf course we have service, but I guarantee it is NOT within the 1% as they had promoted on TVNot even closeFalsely advertising is always a great way to get people in the doorRegardless, as I have stated before, I have nothing further to say to Sprint unless they would like to offer a reimbursement as an act of kindness to an unhappy ex customerThis complaint stands as unresolved and hopefully adds another complaint to Sprint's recordI have been and will continue to use social media and word of mouth to discourage anyone I know from signing up with SprintThank you for your time Will C [redacted] Complaint: [redacted] I am rejecting this response because: Regards, Will C [redacted]

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [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 Ms [redacted] ’s inquiry, she disputed five unauthorized payments withdrawn by Sprint from her bank account and expressed her dissatisfaction with the length of time taken for us to refund those payments and with our offering only a $credit to compensate her Ms [redacted] requested that we process the refunds and provide appropriate compensation or allow her to terminate her Sprint services without any additional billing We regret any possible misunderstanding that may have occurred related to Ms [redacted] ’s disputed payments, as well as any delay in responding to her refund request During our discussion with Ms [redacted] on June 29, 2017, we identified that the payments were processed due to external bank account breaches and that refunds totaling $were processed to her bank account on June 5, Ms [redacted] confirmed that her refund was received; however, she reiterated her frustration with the length of time it took to process the refund We thanked her for her candid feedback and offered to apply a credit of $to her account to offset an amount equivalent to one month’s service charges Ms [redacted] accepted our offer and indicated her satisfaction with our response We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care representatives We regret that the level of service she received was not indicative of the world-class service we strive to provide The feedback Ms [redacted] provided has been forwarded to the appropriate management staff for further review We regret any inconvenience these concerns may have caused Ms [redacted] If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from a.mto p.mCentral Time Sincerely, Katherine [redacted] Executive Services Analyst