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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** not really If I have to pay a monthly bill I shouldn't be incobvienced

May 23, 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s inquiry, he advises that he upgraded his device with a two-year agreement, and returned the phone at a store when he found out that his account would be assessed $per month for a Subsidized Phone charge (SPC). He advises that he has not received his refund for the phone Mr*** upgraded his phone with a two-year agreement via our website, www.sprint.com, and the $SPC should have been reflected before Mr*** submitted his order. This charge is clearly outlined in our printed materials, on our website, and via our national advertising. As a result, the $SPC per line is valid for any devices upgrading with a discount. We confirmed that the phone was returned within the 14-day Satisfaction Guarantee time frame on May 1, 2016, when Mr*** ported his number. We apologize that the refund was not processed in a timely manner. To address this matter, we processed a $refund back to the original credit card used to make the purchase on April 26, 2016. Mr*** confirmed receipt of the refund. 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 that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance, Mr*** can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 20,
Kansas City Revdex.com
Ward Pkwy, 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
for *** *** submitted on December 19, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to address her Samsung Galaxy Note device concerns regarding phone number ending in ***Ms*** stated that she contacted Sprint to resolve her enhanced text messaging concerns and in the process of troubleshooting her device via performing a factory reset, she lost her contact information that was stored in her deviceMs*** further stated that she was unable to retrieve her contact information after multiple attemptsAs a result, she contacted Sprint and Samsung for further assistance; however, she has been unable to retrieve her contact information on the aforementioned deviceMs*** is requesting that Sprint restore her contact information on phone number ending in *** or pay a third party company to have this process completed
Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to Sprint’s efforts to troubleshoot and resolve issues with Ms***’s Samsung Galaxy Note device associated with phone number ending in ***As such, our records reflect that on September 12, 2015, Ms*** purchased and upgraded phone number ending in *** via Sprint’s Lease and Total Equipment Protection (TEP) programsPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
Our records reflect that on December 9, 2016, Ms*** contacted Sprint regarding her device concerns and after a series of troubleshooting to resolve her equipment concerns, she was encouraged to perform a factory resetPlease be advised that customers who perform a factory reset will reset the device back to its original manufacturer settingsAs such, all information that was previously saved on the customer’s device will be removed and irretrievable unless the customer has backed up their informationHowever, Sprint makes no guarantee that utilizing a back up service will provide its customers with a 100% success rate upon attempting to restore their information back onto the device
We spoke with Ms*** on January 20, and relayed the aforementioned information to herIn an effort to reach an amicable resolution, Sprint offered to apply a total adjustment of $to offset a portion of her December invoiceMs*** advised that she will review this offerAs such, we have scheduled a follow up call with Ms*** within the next week to further discuss
We regret any inconvenience this matter may have caused Ms***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 a.mand p.m., Central Time
Sincerely,
/s/ Chanda L
Executive Services Analyst

October 5, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of Tamica *** Sprint Case *** Dear Mr***: Sprint is in receipt of the above-referenced complaint of MsTamica ***, regarding Sprint account XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to set up payment arrangementsMs*** states that she set up biweekly payments of $for two months and the most recent payment did not go through.We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the eligibility requirements to set up multiple payment arrangementsWe researched Ms***’s payment arrangements and verified that she did in fact have a payment arrangement for $52.16; however, it was cancelled due to a different amount being due on the accountAt the time the arrangement was set, she only had a past due balance of $52.16. After it was set, another invoice generated for $108.07, for a total balance of $Anytime a payment arrangement is made and processed it must be for at least half of the entire balanceIf new charges are placed on the account a new payment arrangement must be made.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction. If we can be of further assistance regarding these matters, you or MsBrowne can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely,Dianah A.Executive Services Analyst Tell us why here

June 30, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she disputed the charges on her March invoice and received a bill credit to cover half the disputed amount, which she accepted. She stated that she made a payment to cover the remaining balance owed on her account minus the credit she received. However, her services were suspended for the past due balance owed, equal to the credit amount she receivedAdditionally, she stated that she was advised that the bill credit that she received offset a portion of charges on her April invoice and not the March invoice. Further, Ms*** stated that she was billed a $reconnection fee and requested to have the reconnection fee removed, and was denied. As a result, she requested that Sprint review this matter and remove the reconnection fee. As stated in our Terms and Condition of Service, which can be viewed at www.sprint.com, payment is due in full as stated on our customers’ bill. We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements, if available. However, not all payment arrangement requests can be honored A reconnect fee of up to $may apply to reestablish service on all accounts that have been disconnected for non-payment or discontinuation of service. Our records reflect that a bill credit was applied to her account to offset a portion of the charges reflected on her April invoice and not the past due balance. As such, we could not identify a billing error. However, in an effort to resolve this matter, we have adjusted the reconnection fee as reflected on the June invoiceWe attempted to contact Ms*** via telephone and email on June 21, 22, and 27, 2017, and mailed a letter to the address on file requesting that she contact us to authenticate the account and to discuss this matter in detail. Unfortunately, we have been unable to reach her, and she has not returned our calls. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with an authorized account contact and have them provide us with the aforementioned security information before we can discuss the account or assist with the concerns raised in the complaint. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with the account. Ms*** should be advised that in order to discuss the details of the account, she must be able to authenticate the account. As a result, we want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that these matters may have caused. If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

December 21, 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 the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her unsuccessful attempts to dispute a non-returned equipment charge assessed to her Sprint account for a device that she already returned to us. She requested that the device charge be removed from her account We appreciate Ms*** taking the time to provide us with the details of her retail experience. 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 they are released to assist our customers. Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service We regret any misunderstanding that may have occurred regarding the status of Ms***’s equipment return and referenced billing disputeOur research revealed that her recent equipment upgrade was applied to one of her lines of service but that the offsetting equipment return was inadvertently processed to another of her lines of service, which led to the disputed billing. To resolve Ms***’s dispute, we updated the device exchange documentation associated with her account to reflect on the proper line of service and applied credits totaling $her account on December 13, Currently, Ms***’s account reflects an updated balance due of $189.89. During our December 13, 2016, conversation with Ms***, we advised her of the information outlined above. She expressed satisfaction with our resolution We regret any inconvenience these issues may have caused Ms***. If we can be of any further assistance with these matters, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

May 9, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s inquiry, she states that she established service with Sprint under the “Cut Your Bill in Half” promotion and was supposed to receive gift cards for the full payment of her previous carrier’s device cancellation charges. Additionally, she states that her service plan was modified from 6GB to 2GB and she would like the 6GB service plan reactivated on her account. As a result, she is requesting that Sprint honor what she believes she was promised. On December 5, 2014, Sprint launched its new promotional offer, Cut Your Bill in Half Event, encouraging other service provider’s customers to switch to Sprint and Sprint will cut their monthly rate plan in half. For a limited time, Sprint will provide unlimited talk and text to anywhere in the U.Swhile on the Sprint network and Sprint will match the customer’s data allowance for one-half of the cost they are currently paying for their monthly rate plan. Customers switching to Sprint need to follow these simple steps to take advantage of this limited-time offer: Visit www.sprint.com/halfprice to upload a copy of their current billBring a copy of their latest bill and all of the phones on their *** or *** account to turn in to their local Sprint store. A Sprint representative will select the service plan that most closely matches the data allowance in their current monthly rate planGet their new phone with one of our leasing options, Sprint Easy Pay(SM) installment billing, or pay full retail price for the device The discount applies to base service plan onlyExclusions and restrictions applyMore information about Sprint’s Cut Your Bill in Half Event can be found at www.sprint.com/halfprice. In conjunction with the promotional offer, at that time, we also offered to buy out an existing contract or pay an Early Termination Fee for other service provider’s customers who ported their phone numbers to us. In order to qualify, the device associated with each phone number would need to be returned to us and an invoice reflecting these charges needed to be uploaded to our website for us to confirm the amounts of these charges. During our discussion with Ms*** on May 9, 2017, we confirmed with her that our records reflect that she activated her Sprint account on June 28, 2016, for wireless telephones (xxx) xxx-***, (xxx) xxx-***, (xxx) xxx-***, and (xxx) xxx-***. We were unable to confirm that Ms*** uploaded her previous carrier’s invoice via the www.sprint.com/joinsprint website, as required. Therefore, because she did not upload her previous carriers invoice, she did not qualify for the promotional gift cards. Sprint has since received a copy of Ms***’s previous carrier’s invoices and has manually processed her registration. Ms*** can check the status of this submission online at www.sprint.com/joinsprinttoday using the confirmation numbers CBM-2***, CBM-2***, CBM-2***, and CBM-2*** During our discussion with Ms***, we confirmed that she was previously on the 50% off 6GB plan since June 28, 2016; however, our records reflect that there was a request to modify the gigabytes on her service plan from 6GB to 2GB on December 18, 2016. To address this matter, we have modified Ms***’s service plan to reflect the T-Mo Simple Choice GB percent off service plan. The T-Mo Simple Choice GB percent off plan consists of unlimited talk, text and GB of shared data among the four lines on her accountThe plan will become effective on May 28, Ms*** has the option to change her service plan at any time, and the change will become effective at the start of her next billing cycle. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We regret any confusion that occurred regarding our CYBIH promotion requirements and details. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If further assistance is needed regarding this matter, Ms*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Sean *** Executive Services Analyst

May 17, 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 2, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of *** *** ***. In addition, she expressed her dissatisfaction with being advised that she would be required to extend her agreement with Sprint upon updating her price planMs*** requested that Sprint review these matters and allow her provide her with an amicable resolution and allow her to cancel without any cancellation fees. Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms ***’s service area is falling short of her expectations. 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. Our research into this matter determined that our network serving the area near Ms***’s billing address is within Sprint’s good and was operating within parameters during the time he stated that he experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless 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 and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger. Our records further indicate that Ms*** upgraded the device associated with phone line ending in *** and activated a new line of service associated with phone line ending in *** on March 2, At that time, she purchased devices at discounted pricing in exchange for a two-year Service Agreement per lineShould Ms*** wish to cancel the aforementioned phone lines prior to satisfying the terms of her Service Agreements, she would be assessed a prorated Early Termination Fee per line, which are valid Further, on April 5, 2017, our records indicate that Ms*** contacted our Customer Care group inquiring about the Unlimited Freedom plan and expressed her interest in lowering the cost of her monthly recurring chargesDuring the call, we advised Ms*** that if she elected to update her price plans she would be assessed $Subsidized Phone charges per line. We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone charge. However, if Ms*** elected to update her plans and elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement she would be assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans Furthermore, on November 25, 2016, Ms*** upgraded the device associated with phone line ending in *** via Sprint’s Monthly Installment Billing 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 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/easypayShould Ms*** wish to cancel phone line ending in *** prior to completing the terms of the Installment Billing Agreement, she will be assessed an Installment Billing accelerated cancellation charge, which is valid We spoke to Ms*** on May 4, 2017, and discussed our findings in detail and relayed the aforementioned information to herMs*** confirmed her understanding of the benefits of our new price plans. Although we are unable to identify any billing errors, to mutually resolve this matter we offered and Ms*** accepted a one-time courtesy adjustment of $Ms*** expressed her satisfaction with the resolution provided to her 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

Executive & Regulatory Services POBox 169014, Irving, TX June 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal complaint, Ms*** stated that she returned my call. She also stated that she was informed that her credits would be applied to her account, and that her account balance would be adjusted to zero Our records indicate that we spoke with Ms*** on June 1, 2017, at which time we explained that the remaining account balance is valid. Upon receipt of the rebuttal complaint, we attempted to contact Ms*** by telephone and e-mail on June and 21, 2017, to discuss this matter once more. Unfortunately, we were unsuccessful. We have confirmed that the applicable credits were applied to her account to offset the Device Purchase charges. The remaining balance of $is the result of unpaid lease installments and Lease Cancelation Charges as the lease was canceled prior to its fulfillment date. We are unable to confirm that Ms*** was informed her account balance would be adjusted to reflect zero and respectfully decline her request to reduce the account balance to zero We regret any frustration this matter may have caused. If 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 Analyst

May 5, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received from your office, Ms*** stated that she recently selected a new service plan and her bill amount is higher than what she was quoted. She stated that one of the phone numbers on her account was removed and the charges for that phone number are being assessed to another phone number on her accountAdditionally, she stated that one of the phone numbers on her account is being billed a $Subsidized Phone Charge and she was advised that it is due to the device being purchased at a discounted rate and the charge will be assessed to her account until the end of the service agreement date. However, the charge was not assessed on her previous invoices. As a result, she is requesting to have the overcharges removed and her bill corrected In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingWith 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 As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance. However, the call detail listed on the invoice represents the calls that are made during that month. Sprint advertises and provides services in monthly increments. This information is provided in our Terms and Conditions of Services which can be viewed at www.sprint.com During our conversation with Ms*** on April 26, 2017, we explained that our records reflect that she selected the Unlimited Freedom plan for $for the first line, $for the second line and $for lines through until March 31, 2018. Our records reflect that she requested to move phone number ending in *** from her account on March 17, 2017, after the start of her new billing period and she received service credits totaling to refund a portion of the monthly service charges for that phone number that reflect on her March invoiceFurther, since that phone number was being assessed the $and was no longer on the account, phone number ending in *** on her account was selected to be the phone number that is assess the $and she was billed $for the prorated monthly service charges plus one month in advance as outlined above. Additionally, our records reflect that she upgraded to a new device on phone number ending in in July 2015, and agreed to a new two-year Service Agreement. In exchange for the Service Agreement she received subsidized equipment pricing. Our records further reflect that the new service plan she selected on March 13, 2017, stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone Charge until the end of the service agreement date. This information is disclosed as part of the purchase process and is outlined in our Terms and Conditions of Services, which can be viewed at www.sprint.com/termsandconditions. We advised Ms*** that the $Subsidized Phone Charge is valid; however, due to any possible miscommunication that may have occurred regarding this matter and in an effort to bring about an amicable resolution to this matter we offered to provide a $per month account concession credit to offset the charge until the end of her service agreement date in July Ms*** confirmed that her issue is resolved We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have causedIf Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

Dear Ms***,
This is in response to the letter received by our organization on May 12, regarding *** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and
important
According to the information provided, Mr***’s filing expressed his dissatisfaction with his Sprint account going into collections within days of activating serviceFurthermore, he states that his service was interrupted due to this errorMr*** request that we review this matter and credit his account accordingly
Sprint has reviewed Mr***’s complaint and notes that due to an inadvertent error, his account received collections notices within a few days after activating his account with SprintThis issue has been addressed and correctedIn an effort to settle this matter, on May 20, 2015, we have applied a total credit of $to his account to offset one month of service chargesThis credit will appear on the June billing statementPlease note that no additional credits are due for this complaint at this time
We have attempted to contact Mr*** to further discuss his concerns and advised him of our findings, without successWe encourage Mr*** to please contact us directly should he have any additional concerns regarding his accountWe trust this letter responds to your inquiryWe apologize for any inconvenience this may have caused
If we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-#### or directly at ###-###-####We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ *** *** *** ***
Executive & Regulatory Services

June 14, 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 May 30, 2017. We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with unauthorized activity being associated with his Sprint account. Mr*** stated that phone lines ending in ***, ***, and *** were added to his account without his authorization. In addition, Mr*** stated that he contacted our Customer Care group for assistance; however, this matter remains unresolved. As a result, Mr*** requested that the Sprint investigates this matter, cancel the aforementioned phone lines, and adjust the disputed charges Sprint has reviewed Mr***’s complaintWe spoke with Mr*** on April 27, 2017, to further discuss his concerns. During that conversation, we advised Mr*** that we would investigate his concerns and follwith him accordingly. Please note that in order to investigate and resolve this matter, we engaged our Fraud Management Group for assistance. Our Fraud Management Group has completed their investigation on March 20, 2017, and confirmed that fraudulent activity occurred on Mr***’s account. As a result, the aforementioned phone lines were cancelled and total adjustment of $was applied to his account to negate the fraudulent charges. This credit is reflected on the April billing statement Since our initial conversation, we have attempted to follwith Mr*** on May 1, 26, and 31, 2017. Unfortunately, we were unable to reach him directly. Should Mr*** have any additional concerns regarding this matter we encourage him to contact the undersigned directly at the phone noted below. We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** 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 Tell us why here

May 9, 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 filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he returned his leased device to his local Sprint Retail location on December 27, 2016, and has a copy of the receiptHowever, after multiple attempts he has been unable to get the charge for the lease device that that he return removed. Additionally, he stated that the unpaid balance for the returned leased device has been forwarded to a third-party collections agency for payment. As result, he requested to have the charges for the leased device he returned removed and to have the negative reporting deleted from his credit report During our conversation with Mr*** on April 27, 2017, we explained that after researching this matter we were able to confirm that the leased device was returned to his local Sprint store on December 27, 2017; however, the credit for the device was inadvertently not applied. As a result, a credit in the amount of $was applied to his account on April 15, 2017, to remove the end of lease purchase charges that were billed to his account. Additionally, we notified the third-party collections agency and requested to have any negative reporting regarding this issue removed. Please allow up to days for completion of this process. We appreciate Mr*** taking time to provide details of his experience with our customer service and retail store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive 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 ***, and find that this resolution is satisfactory to me
Regards,
Mary *** ***

July 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to his rebuttal, Mr*** states that the return kits he received are not large enough to send back the Airave equipmentHe also states he is still unable to access his account with the security information that was mailed to him. Mr*** also states that he continues to be billed although during his previous interaction with our offices, he states that our representative acknowledged that his account is closed We spoke to Mr*** on July 18, 2017, to address the above information. We informed him that based upon our records, we confirmed receipt of his phones on June 14, 2017. Further, to assist him with the return of the two Airave units, we have emailed him a postage paid UPS return label so that he can supply his own packaging for shipping the Airave devices back. The labels are valid for a period of days. In addition, Mr*** confirmed that he was able to authenticate his account using the security information mailed to him from our Fraud Management team. Further, a review of our records confirmed that any subscription fraud related charges were credited. Therefore, we respectfully decline his request for additional credit and sustain that the balance reflected on his account of $is valid and due for services used While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have fully adjusted his account for the fraudulent charges including additional fees incurred as a result, it is apparent that Mr*** considers the resolution to this matter unsatisfactory We regret Mr***’s decision to cancel service. If I may be of further assistance with this matter, please contact me by calling the Sprint 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

May 3, 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 complaint, Mr*** expressed his frustration with his attempts to cancel his Sprint account and have the *** phones he turned in returned. Mr*** states that he canceled his Sprint service because his monthly cost was higher than he was promised. Additionally, Mr*** states that he still owes *** for the switching fees incurred by turning in the phones to SprintDuring our conversation with Mr*** on April 20, 2017, we explained that the buyout process required him to turn in his former carrier’s devices to receive gift cards to offset his switching costs. As such, Sprint would be unable to return the devices to Mr*** once they have been turned in. In an effort to resolve his issue I assisted Mr*** with the submission of his final *** bill to our back office team in order to expedite the processing of his reimbursement gift cards. On April 25, 2017, I advised Mr*** he will receive gift cards totaling $and advised him of the estimated shipping timeframe. When we attempted to address options for retaining his business and reviewing price plan options within the quote of $per month, Mr*** made it clear that he has sought out wireless service with *** and had no further intentions on remaining a Sprint customer at the conclusion of this concern. With this action, Mr*** confirms that his complaint has been fully resolvedOn behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

July 11,
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 Mr*** ***
regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Mr*** described unfavorable customer experiences from our representatives during his attempts to address a rate plan concern, stating that he was given incorrect information about our current rate plans and equipment promotion prior to establishing service with usHe expressed further dissatisfaction that he has been unsuccessful in resolving those issues via our retail store and Customer Care departmentHe requested an explanation and that we honor the amount that he was initially quoted
We appreciate Mr***’s taking time to provide details of his experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease 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 related to Mr***’s Sprint billingAfter reviewing our records, we determined that the Unlimited Freedom plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
During our June 28, 2017, conversation with Mr***, we provided the referenced informationHe indicated his understanding of our explanation but reiterated that this was not properly explained to him when he accepted his current rate plan and device financing options
Due to the nature of Mr***’s complaint, his concerns were reviewed by the Retail Management Team of the referenced retail storeWe are pleased to inform you that a member of that team spoke with Mr*** on July 10, 2017, and offered to apply a one-time courtesy credit that is equivalent to the disputed amount, which he accepted
We are pleased that we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, Mr*** can contact me 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,
Tiffany G
Executive Services Analyst

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr*** *** *** to our attention. We regret any inconvenience that he may have experienced in this matter. In his inquiry, Mr*** indicates that he cancelled the service on his account in October and subsequently remitted payment for the balance due. He states that he later received an email notification from Sprint advising him that $was due on the account. He also states that his account now reflects a $balance. He requests that an account credit be applied to offset the $remaining balance reflected on his account. Based on the information received from Mr***, he also states that he had an unfavorable customer experience while attempting to address his concern During our discussion with Mr*** on April 12, 2017, we advised him that our review of the account records indicates that he used Sprint service until November 23, 2016, and that he requested his account be cancelled on December 30, 2017. We also confirmed with him that the charges assessed to his account are valid and that he remitted the associated payments for services rendered and for his monthly Installment Billing Agreement (IBA) charge for his phone. Although we were unable to identify a Sprint billing error, in an effort to reach an amicable resolution, and to bring closure to this matter, we applied a $credit to offset final service charges reflected on his account, including taxes, applicable fees and surcharges. We advised him that his account is in final status with a zero balance. He stated that the matter was resolved. We appreciate Mr*** for taking the time to provide us with the details of his customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If Mr*** needs further assistance with this matter, I can be contacted 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, Patricia SExecutive 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

August 4, 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 In his rebuttal, Mr*** states that his billing issues were resolved; however, his contract buyout promotion has not been resolved. As a result, he is seeking assistance with this matter. We regret any delay in resolving Mr***’s contract buyout issue. During our August 1, 2017, conversation with Mr***, he stated that he surrendered two devices to store and provided a copy of his previous service provider’s final invoice. However, he stated he was advised that one of his devices was not eligible for the contract buyout program. We advised him that we would we contact the District Manager of the retail location regarding his concerns and follwithin a few days. Upon our review, we confirmed that based on the information received by the store, one of Mr***’s devices was not eligible for the contract buyout promotion because the documentation received did not reflect a cancelation charge. To resolve his contract buyout issue, we request that Mr*** provide our office with the needed documentation that reflects a cancelation charge associated with the device for which he has not received reimbursement. We made a subsequent attempt on August 4, 2017, to reach Mr*** by telephone and by e-mail; unfortunately, we were unsuccessful. However, we left detailed voicemail message regarding this matter. If Mr*** needs further assistance with this concern, he 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