Sprint Corporation

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with our customer service representatives. She stated that she canceled her service within our 14-day return period; however, a refund for the returned devices has not been processed We regret that the customer service exhibited has fallen short of her expectations. It is our goal to provide first-class customer service at all levels of interaction. We have made numerous attempts to contact Ms***, starting with May 2, 4, 5, 9, 12, 13, and via US Mail with a letter sent to her address on file. Ms*** has not been available nor has reached out to us to address her concerns Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & 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, Linard AExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the original complaint, Mr*** indicated he was offered a promotion that included four lines of service with unlimited data and two of the lines would be free. He accepted the offer and is being assessed $for the device, $for the service plan and insurance. He stated that he attempted to return the devices to the point of sale but was advised there is a restocking fee. Additionally, he advised he was quoted $for a cost estimate and his invoices have been higher. As a result, he is requesting that we review this matter We reviewed Mr***’s account and confirmed he upgraded his phone numbers ending *** and *** on January 30, 2017, via lease. In addition, he added two new lines of service with new phone numbers ending *** and *** purchased via installment billing on the same date. During our conversation with Mr*** on July 25, 2017, he indicated he is not using phone numbers ending *** and ***, and they are still in the box. Due to any misunderstanding that may have occurred, we canceled these two lines of service effective today. In addition, we ordered Mr*** two prepaid envelopes to facilitate the return of the devices. We confirmed the two devices were received in our warehouse on August 1, 2017. Therefore, we issued a credit of $to his account to offset the accelerated device charges. This credit will be reflected on his next invoice. We spoke with Mr*** on August 2, to advise him of our findingsDuring our conversation, Mr*** expressed his satisfaction and considers this matter resolved If Mr*** has any additional concerns regarding this matter, 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, Ann HExecutive Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com
File ***, *** ** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** disputed charges assessed to her account when she canceled her Sprint services and advised that she received inconsistent information regarding the nature of those charges. Ms*** also described unfavorable customer experiences during his attempts to address that matter and requested that we credit $to her account to offset the disputed amount We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing. Our records reflect that Ms*** cancelled four of her five lines of service on February 22, 2017, and attempted to cancel her fifth line of service on May 30, 2017. However, an inadvertent keying error led to a delay in canceling that line of service until June 14, 2017, which caused her disputed account charges We spoke with Ms*** on August 8, 2017, and explained the information outlined above. We informed her that we applied credits totaling $to her account to offset the disputed charges plus the late payment fee reflected on her July invoice, leaving her account in closed status with a final balance due of $0. She indicated her satisfaction with our resolution We appreciate Ms***’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 that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these matters, as well as the loss of her business. If we can be of further assistance with these concerns, she can contact me directly by calling the Sprint 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 (Bud) JExecutive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom
It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided Mr*** filing expressed his dissatisfaction with the information that was provided to him at a local third-party retail store locationSpecifically, stating that he was offered an iPhone SE without additional cost, upon adding a new line of service on his accountAlso, Mr*** expressed his dissatisfaction with the inability to receive the Visa Reward Cards as part of Sprint’s Contract Buyout promotional offer, upon activating a new line of service associated with phone line ending in *** in February Mr*** requested Sprint review this matter and honor the above promotion. We regret any inconvenience that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Sprint has reviewed Mr***’s complaintOn February 14, 2017, our records reflect that Mr*** activated a new IPhone Plus device associated with phone line ending in *** via Sprint’s Leasing programAdditionally, on March 11, 2017, he portphone lines ending in ***, ***, *** and ***Our records do not substiante that he was offered an iPhone SE device with no costUpon the activation of service, Mr*** tradhis previous wireless service provider’s devices at the Sprint Retail Store location and did not receive any buyback credits towards the purchase of new device. However, our records indicate that on March 9, 2017, our billing team submitted the paperwork for the Contract Buyout offer and it was rejected since the *** invoice for phone line ending *** that was registered did not have an ETF/IB charges from his previous carrier ***. On the same day, an email was sent to Mr*** with instructions to upload the required invoice and to refer to our website, www.sprint.com/jointoday for any and all status updates regarding this registrationFurther, we recommended that Mr*** submits his final billing statement from his previous wireless service provider in order for us to honor the promotion We spoke with Mr*** on June 1, 2017, to discuss his concerns in detail and relayed the aforementioned information to himTo retain the account we offered a one time adjustment of $125, which Mr*** acceptedThe adjustment will appear on Mr***’s June 17, billing statement. Accordingly, Mr*** informed us that this matter has been addressed and he expressed his understanding with the information provided to him. We appreciate Mr*** taking the time to provide us with the details of his experience with our Indirect Retail location and our Customer Care groups. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and have forwarded his concerns to the appropriate managerial staff for review and will utilize his input to improve our training and processes. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** 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

[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: ***
I am rejecting this response because: There are no documents that describe such a scenario, besides being told by account services the only way to obtain a list of the excluded phones was with a court ordered subpoena PERIODThis literature DOES NOT EXIST ON THEIR WEBSITEPlease find it for your self if you do not believe me
Regards,
*** ***

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on March 15, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Mr***, he states that he had an unfavorable customer experience while attempting to address his bill and chargesHe states that he went into the store in December 2016, because he was having a problem and was told that he could lower his monthly bill to under $a month after adding an additional phone line, a hotspot, and a tabletHe states that he was told that the savings would take one cycle to reflect on his billMr*** states that he received his January bill and it was much higher than initially quoted and he could not get an explanation of the charges after calling in to discussHe states that due to this experience he turned in all of his equipment and went to another carrierMr*** is requesting that all charges excluding the $he agreed to pay on his January bill be removed We spoke with Mr*** several times between the months of February and April via phone and email, regarding his disputeOur office has determined that his December increased due to three new lines of service being added to account XXXXX*** on the 20GB Data Share Pack planOur records indicate that he accepted an offer on December 1, 2016, to change his price plan to the 40GB Data Share Pack plan with no Access Charges on up to four linesHowever, it would take up to two bill cycles for the offer to be implemented on his accountAs a result, the account remained on the GB share plan in the interimDue to all the lines being cancelled or ported out, excluding line ending in *** which is currently suspended, prior to the February statement generating; the offer never materialized on the bill. The current balance associated with account XXXXX*** is $1,The account is in suspended status for non payment due to the line ending in *** still active on the account In response to equipment return, we were able to confirm receipt of the Alcatel flip phone that was associated with line ending in *** and credited $for the accelerated lease cancellation charges billed to the accountWe also confirmed return of the leased Samsung Galaxy Sthat was on the line ending in ***, the leased Samsung Galaxy Son the line ending in ***, and the LG GVigor that was on a month Installment Billing agreementBased on our findings, we confirmed these devices received a combined total of $in buyback creditsAs a courtesy, we credited a total of $*** for the End of Lease purchase amount for the devices associated with lines ending in *** and *** as there was a buyback value associated with the return of those devicesShould Mr*** want to discuss this matter further we encourage him to contact our office directly at his earliest opportunity We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya *** Executive Services Analyst

September 30,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of *** *** submitted on September 16, We apologize for any inconvenience Ms*** has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Staten Island, NYMs*** further stated that Sprint applied credits to her account for her coverage concerns; however, her concerns remained unresolvedAdditionally, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her account concernsMs*** requested that Sprint review these matters and cancel her account without being assessed an Early Termination Fee
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** established service with Sprint on February 11, 2015, activated phone line ending in *** and purchased a device at discounted pricing in exchange for two-year Service AgreementOur records further indicate that Ms*** contacted our Customer Care group on May 12, 2016, in regards to her coverage concernsIn response to her concerns, courtesy adjustments totaling $were applied to her account on May 12, and June 10,
We regret that the coverage in Ms***’s service area in Staten Island, NY has fallen short of her 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 Ms***’s billing address was operating within parameters during the time she stated to have experienced poor service
As outlined in our Terms and Conditions of Service, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, dropped calls can occur any time the radio signal between our network and a wireless device is blocked by natural, man-made, or weather-related obstructionsBecause we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage
Based on our review of Ms***’s concerns, we have agreed to amend the Service Agreement associated with phone line ending in ***Therefore, should Ms*** elect to cancel service with Sprint, her account will not be assessed an Early Termination Fee
In an effort to ensure that Ms*** is satisfied and mutually accepts our resolution, we attempted to contact her via phone and e-mail on September 19, 21, 23, and 28, of 2016, and mailed a letter to the address on file on September 28, 2016, advising her of our receipt of her complaint and our need to speak with her directlyPlease note that we made an additional attempt to contact Ms*** on September 29, Unfortunately, we have not received a return call from Ms***We encourage Ms*** to contact the undersigned directly at the phone number noted below should she have any additional concerns regarding this matter
We appreciate Ms*** taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
If we can be of further assistance with this issue, Ms*** 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 ***
Catherine ***
Executive & Regulatory 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: ***
I am rejecting this response because:
Regards,
Megan C***i had my time
wasted by someone calling from sprint and once again telling me that even though I was lied to by multiple employees, on a recorded line, that they still refuse to do anything for meThis is a bait and switch situation and that is illegalI was told I would get my discount once two billion my cycles had occurredWhen I was told that it wasn’t going to happen after two months I was told I could no longer cancel service either because it had been longer than daysWell obviously if I’m told it will be days before anything is applied of course it was more than daysI am very unsatisfied with this service and their idea of customer serviceThis is ridiculous and I want the problem resolved immediatelyI pay for my shareThey should have to keep up their end as well

May 5, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***:
On April 21, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** was to receive a refund of $200; however, she has yet to receive it. We appreciate your assistance in bringing Ms***’s concerns to our attention We regret any confusion regarding Ms***’s refund. On May 4, 2017, we contacted Ms*** to discuss her concerns in detail. At that time, Ms*** confirmed that she received her refund. Because we value Ms***’s patronage and as a gesture of goodwill, we applied credits totaling $to offset one half of her monthly service charges and late fees assessed. As a result of these credits, Ms***’s account reflects a remaining balance of $202.23. If additional assistance is required, Ms*** can 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

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case ***, ***
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** an end-user on the account of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** cited her dissatisfaction with the level of customer service received from our representatives during her attempts to resolve billing concerns after canceling service due to network concerns. Ms*** stated that after receiving the necessary information to cancel, they ported their service to a new carrier. She also noted that the line was not canceled properly and as a result she was erroneously assessed $98, which she requested be removed and the account be brought to a zero balance We appreciate Ms***’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 that her concerns have been forwarded to the appropriate managerial teams for further review We regret that coverage in Ms***’s home service area fell short of her wireless communication needs or 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. The specific network coverage depends on the radio transmissions your device can pick up and services chosen. On July 25, 2016, Mr*** spoke with a member of our finance escalation team and verified that the port was not completed as requested, which resulted in his Sprint account being assessed partial month charges. An adjustment was applied to the account to offset those charges and as a result the account is closed and reflects a zero balance. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance related to this concern, she 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, Twana T. Executive Services Analyst

December 28,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on December 19, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her equipment concernMs*** further expressed her dissatisfaction with the quality of her Samsung Galaxy Jdevice associated with phone number ending in ***, after she has established services with SprintMs*** stated that she has had to procure a replacement device without any assistance from SprintMs*** requested that Sprint review this matter, and provide her with a service credit in the amount of $
Sprint has reviewed Ms***’s complaintOur records reflect that on September 24, 2016, Ms*** activated a Samsung Galaxy Jassociated with phone number ending in *** on September 24, via Sprint’s Monthly Installment programSprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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
Please be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint 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 lineTEP 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
After further review of our records, Sprint confirmed that Ms*** does not subscribe to TEP on phone number ending in ***If Ms*** is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, Ms*** may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs*** 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***’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
We spoke with Ms*** on December 21, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we explained that we were unable to identify any known issues with the Samsung Galaxy Jdevice communicated by the manufacturer, SamsungIn order to provide an amicable resolution and closure to this matter, Sprint offered a one time courtesy adjustment in the amount of $70, which Ms*** accepted and confirmed her issue was resolved to the best of our ability
We apologize for any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr*** contacting your agency once again In his rebuttal, Mr*** expressed his dissatisfaction with our resolution to his billing concern. He stated that the $monthly bill he was informed by a customer service representative has not been honored. He also described unfavorable customer experiences during his attempts to address that matter and requested that we apply the credit owed to him. We regret any possible misunderstanding related to Mr***’ Sprint billing. Our records reflect that Mr***’ third line of service was incorrectly activated on December 27, 2016, on an individual rate plan instead of in connection with his existing shared plan. However, we confirmed that the plan was corrected on February 27, 2017, and that credits totaling $were applied to his account on February and March 22, 2017, to offset the disputed charges reflected on his February and March invoices. Our records also reflect that after his previous filling, his July 22, bill posted for a total of $675.16, which included monthly service charge for billing cycle date June to July 22, During our conversations with Mr*** on July 28, 2017, we explained the information outlined above. We also informed him that, while we regret his dissatisfaction with our resolution to his previous filling, we sustain that there was no additional billing issue to be addressed. However, in order to bring his concern to an amicable resolution, his final monthly service charges were prorated through June 29, when he termination his serviceTherefore, we offered $billing adjustment and he accepted. His remaining balance after the adjustment was $576.24. Mr*** accepted our resolution Again, we appreciate Ms***’ taking time to provide details of his 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 that Ms***’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of these matters and the loss of his business. If we can be of further assistance with these concerns, Mr*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R 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 ***One point I'd like to mention is that I didn't elect to turn the phone in by choice as part as the lease agreement but somehow, that specific phone was linked to my second line as a result of me swapping upgradesAs a side note, this has been done before and I didn't have any issues but this time there was an issueI currently have a working phone but not the one I want however, there's nothing that can be done since the phone had to be turned in in order to upgrade the other line. Thanks for the help with this!
Regards,
*** ***

March 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 11***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on March 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** follexpressed her dissatisfaction with the inability to receive a return kit, resulting in Sprint being unable to resolve her account concernsMs*** requested that Sprint review this matter, provide her with a return kit and process a refund to her accordingly Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect on December 30, 2016, Ms*** activated a Sprint account with phone ending in ***At that time, she purchased a device via Sprint’s Leasing programHowever, on January 4, 2017, Ms*** ported-out phone line ending in *** to another wireless service provider within our 30-Day Satisfaction Guarantee periodConsequently, Ms***’s account was assessed a Lease Device Purchase Amount charge of $plus applicable taxes as reflected on the February 2, invoice Sprint is committed to providing world-class customer service, effective March 25, 2016, Sprint is offering a 30-day Sprint Satisfaction Guarantee return period. Customers have days to utilize Sprint service without being liable for services and device charges.The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned to the original point of saleFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersFor further information please visit www.sprint.com/returns. Our records further indicate in February 11, 2017, Ms*** contacted our Customer Care group on multiple occasions to report that the original return kit was sent to the incorrect addressAs a result, our Customer Care group sent additional return kits to the address providedFurthermore, we have confirmed that an adjustment of $plus applicable taxes was applied to her account in February 2017, to offset the disputed charges Upon receipt of Ms***’s follfiling, we spoke with her via email on March 3, 2017, to discuss her concerns and relayed the above informationMs*** advised that she has yet to receive a return kit; therefore, we advised her that we sent her a return kit on March 2, and upon receipt of the device at our Returns warehouse, we would approve and process a refund of $to her financial institution for the payment she remitted at the time of activationMs*** confirmed that her account concerns were resolved to her satisfaction We are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before being released to answer calls from our customers. Additionally, calls are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** 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

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he was dissatisfied with the network and the quality of service he was receiving and device features that would not work simultaneously. As a result he elected to port-out his phone number and is requesting a waiver of his cancellation charges As outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We regret that Mr***’ experience with service in his local calling area fell 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 customers We spoke with Mr*** on June 29, 2017, at that time Mr*** confirmed that he had port-out his phone number and canceled his account since the filing of his complaint. In addition, he stated that he had turned in his iPhone Plus to his new carrier as part of their buyout promotion. As such, we are respectfully decline his request for a waiver of his equipment cancellation charges for his iPhone 7. Although we maintain that the Early Termination Fee (ETF) for his tablet is valid, in an effort to bring about an amicable resolution, we agreed to facilitate the return of his undamaged tablet and waive the Early Termination Fee upon receipt in good working condition. Mr*** accepted this offer and confirmed his inquiry has been fully resolved. As a result, a post-paid return kit was mailed to his address on file. This offer is valid for a period of days from the date of this response We appreciate Mr*** for taking time to provide details of his 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 If we can be of further assistance, Mr*** can contact me by calling the Executive & 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, Linard A Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on June 23, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms***’s concern According to the information provided, Ms*** expressed her dissatisfaction with an authorized delegate being added via her online MYSprint.com account. In addition, Ms*** stated that her calls were forwarded to another phone number without her consent. Ms*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Ms***’s complaint. Our records indicate that Ms*** contacted our Customer Care group on June 21, 2017, informing Sprint that an authorized delegate was added to her online MYSprint.com account without her consent. At that time, Ms***’s online username was revoked and she created a new username. In addition, Ms*** updated her security pin and question/answer. Furthermore, Ms*** spoke with our Customer Care group on June 23, 2017, regarding her calls being forwarded to another phone number. Ms*** was provided assistance with disabling her call forwarding feature. In addition, Ms*** was issued an adjustment of $on June 23, 2017, as a courtesy for the issues that transpired. We spoke with Ms*** on June 26, 2017, and relayed the above information to her. During our discussion, Ms*** confirmed her account was re-secured and she was receiving her calls. In addition, she confirmed that she was provided an adjustment of $for the inconvenience. Ms*** expressed her satisfaction with Sprint’s efforts in resolving her concerns We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

Executive & Regulatory Services POBox 169014, Irving, TX November 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File *** Account XXXXX0093, Levon ***
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrLevon ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** states that the tablet associated with his account is not working. Additionally, he seeks options to reduce his monthly invoice as he has recently became unemployed. As resolution to his concerns, Mr*** requests a lower bill and a working tablet We spoke with Mr*** on November 2, 2017, and suggested he take the tablet to a Sprint Service and Repair to have the device diagnosed, as he is enrolled in Advance Protection Pack, insurance for the tablet. Mr*** declined this option and requested to return the tablet. Although, Mr*** is outside of the Sprint Satisfaction Guarantee return period, as a courtesy, we agreed to allow the return of the tablet and cancelation of the Installment Billing (IB) Agreement, COS-65819404, associated with line We placed a follcall to Mr*** on November 14, 2017, and confirmed receipt of the tablet, cancelation of the IB Agreement and waiver of the IB cancelation charge. Additionally, line has been canceled which will reduce his monthly invoiceWe regret any frustration this matter may have causedIf Mr*** requires additional assistance, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Tuesday through Saturday between a.mand p.m., Central Time Sincerely, Joyce PJoyce *** Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on January 19, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms*** ***’s concern According to the information provided, Ms*** expressed her dissatisfaction with the costs of her monthly recurring chargesMs*** stated that she was quoted a monthly rate of $per month for four lines of services; however, her monthly invoices have exceeded the quoted amountIn addition, Ms*** expressed her dissatisfaction with the inability to receive the American Express Reward Cards as part of Sprint’s Contact Buyout promotion. Ms*** requested that Sprint review these matters and asked that appropriate action be taken Sprint has investigated Ms*** concernsOur records indicate that Ms*** established service with Sprint on December 16, 2016, and activated four lines of services on our Unlimited Freedom plan w/$Automatic Payment discount per line/ per monthAt that time, two devices were activated via Sprint’s Leasing program and two devices were purchased via Sprint’s Monthly Installment Billing program. Please note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the 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 Additionally, 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 Our records further indicate that Ms***’s contacted our Customer Care group on January 11, 2017, and her price plan was updated to our Unlimited Freedom- Verizon plan with lines three through five for freeIn addition, an adjustment of $was applied to Ms***’s account to offset the price plan difference. Furthermore, Sprint approved Ms***’s Contract Buyout registration and American Express Reward Cards were processed on January 21, 2017, and mailed to the billing address on file. We spoke with Ms*** on January 30, 2017, and relayed the above information to her. During that call, we confirmed with Ms*** that she has four lines of services on our Unlimited Freedom-Verizon plan with two Lease Agreements and two Installment Billing Agreements. As such, her monthly rate totals $ per month plus related taxesMs*** expressed her satisfaction with the resolution provided We apologize for any inconvenience Ms*** may have experienced regarding these mattersIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance R*** Terrance R*** Executive & Regulatory Services

June 25,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Complaint of *** ***
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced complaint of Mr*** ***, an
authorized user on Sprint account XXXXXWe appreciate your assistance in bringing our customers’ pricing, billing and customer service concerns to our attentionIn Ms***’s inquiry, she disputed the monthly service charges stating that she was misinformed regarding the cost of the service plan when she upgraded her phone lines while visiting one of our Sprint stores
We appreciate Ms***’s taking the time to provide us with the details regarding her most-recent store visitsPlease be assured that we value customer feedback and that this concern has been forwarded to the appropriate managerial staff
We regret any inconvenience that may have caused Ms*** to contact your agencyAfter reviewing our records, we confirmed that the District Store Manager applied a $credit to the above-referenced account, which is equivalent to the loyalty lease credits that were not received and to offset the cost of the accessoriesThose credits will be reflected on the next invoiceIn addition, Ms***’s service plan was changed, with her consent, to the Family Unlimited Talk/Text/Data plan retroactive June 8,
We are pleased to inform you that we spoke with Ms*** and confirmed her satisfaction with the actions takenIf we can be of further assistance regarding these matters, you or Ms*** can contact me directly at ###-###-#### or by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** G
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 ***, however I was also told this fee could be reinstatedI am waiting for my final Sprint billThey told me that the refund would only stay in place if I came back to SprintSince the errors were theirs I told them I would not even consider going back if they were using it as a carrot instead of doing the right thingBecause of my unsatisfactory experience I decided to move my last phone over (the one under contract) and pay the fee on that oneSo while I do have a provisional credit now, my understanding is that they could take it away for that reason I would leave this open for the time period of months until I see my final bill from themWhich I do not have yet.
Regards,
*** ***