Sprint Corporation

[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,
*** *** That is absurd how can you contact me if I had no phone due to your company further I had made payment for the service the very rude lady from the "dedicated" team said something about march how can it be from march if I had made a payment in April and again in may that makes zero senseapparently more training needs to be provided to reps in regards to how to look up account detailThe service works for now but I am sure there will be another issue soon as I've been with you plus years and you just decided to cause themI reject this response and I have not gotten anything mailed to me and all contact information is correctI hope this will warn others about the way business is done I recommend two people to you previously and hopefully they will not have the same experience as a new customer

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** 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*** expressed an unfavorable customer experience while attempting to resolve a device related matter. As a result, he requested to cancel his services with return of the devices to Sprint We spoke with Mr*** on August 7, 2017, regarding his device and customer service concerns. At that time Mr*** requested to cancel his account at no additional cost. Although the equipment agreements on his account are valid, to bring about an amicable resolution, we agreed to allow him to cancel with return of the associated devices to Sprint in good working condition Mr*** successfully canceled his services on August 8, 2017, by porting his two lines of service from Sprint to another wireless carrier. We have mailed him two postage paid return kits to facilitate the return of the devices to Sprint. Upon receipt of the devices to Sprint and their conditions confirmed, we will apply credit to the account to offset the accelerated equipment charges totaling $812.48. Additionally, we applied credits totaling $to the account to offset the monthly service charges reflected on the July bill. This offer is valid for a period of days from the date of this response We appreciate Mr***’s taking time to provide details of his experience with our Customer Care and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and utilize such input to improve our training and processes We regret the decision that led Mr*** to cancel his account. If we can be of further assistance related to this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna J Executive Services Analyst

May 19, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***: On May 17, 2017, Sprint received a rebuttal statement submitted by your office on behalf of *** ***. According to the information provided, Ms*** disagrees with our previous response to her complaint and continues to request a refund for an additional $122. We appreciate your assistance in once again bringing Ms***’s concerns to our attention As previously discussed, we processed a refund of $on March 24, 2017, back to the credit card ending in *** for the amount Ms*** paid at the point of sale, which included the disputed Activation Fees. We also processed an electronic refund of $for the charges included on the January invoice billed to the accountA refund check in the amount of $was sent to Ms*** via the United States Postal Service for the difference in the Buyback credits received and the accessories purchased that were not returned. We previously offered to allow Ms*** to return her accessories for a refund; however, she declined this offer Based upon our subsequent review, we believe that Ms***’s concerns have been addressed to the best of our ability. While it is our goal to achieve mutual solutions to all of our customer’s concerns, we regret that we have been unable to do so in this case. Consequently, all further inquiries regarding this matter will be met with the same response, and therefore, we must respectfully decline Ms***’s request for an additional refund 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

April 28,
*** ***
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: *** ***
Sprint Account# ***
Sprint Case #
Case # ***
Dear Ms
Brosseau,
We appreciate your assistance in bringing our customer’s concern(s) to our attention
Based on the information provided in the inquiry, Ms*** expressed her concerns with phone number ###-###-#### being billed a $term access chargeAccording to Ms***, she was not informed that the above referenced phone would incur the additional chargeMs*** is requesting for her complaint to be reviewed, the charge to be removed, and to receive credit for the charges
Sprint has reviewed Ms***’s complaint and our records indicate on January 14, 2015, Ms*** rate plan was changed from the Sprint Framily rate plan to the 2Gb Data Share rate planPlease be advised that discounted devices are billed a $Term Access chargeAs such, phone number ###-###-#### is charge an additional $per monthTo resolve this matter, we will offer to apply a one time credit of $to offset the $Term Access charge while the above referenced phone number is under contractWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this issue
We have contacted Ms*** via tc***[email protected] to discuss her concerns and advise her of our findingsPlease be advised that Ms*** has accepted our offer to apply the one time $creditShould Ms*** require further assistance with this matter, we urge her to contact the undersigned at the below phone number
We trust this letter responds to your inquiryIf we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ *** ** ***
*** ** ***
Executive & Regulatory Services

November 29,
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 his inquiry, Mr*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to resolve a billing concern, citing that the his total monthly billing is higher than what was promised to him by a Customer Care representative when he inquired about reducing his overall monthly costMr*** requested that we release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We appreciate Mr***’s taking time to provide details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review
We regret any misunderstanding that may have occurred related to Mr***’s rate planHowever, as we explained during our November 18, 2016, conversation with him, we identified that his monthly service charges are correct based on his selected rate plan and that his plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
Mr*** indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and device financing optionsTherefore, due to any miscommunication that may have occurred, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possession
To facilitate the return of Mr***’s devices, we sent a prepaid shipping label to his e-mail addressAfter the devices are received in our warehouse, we will offset the lease cancellation and equipment charges
We further regret the loss of Mr***’s business, but are pleased that we were able to resolve his account concerns satisfactorilyIf 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 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxxx*** 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 customer’s concern to our attention. In her inquiry, Ms*** states when she setup service, she requested paper billing; however, she did not receive a paper bill and her service was interrupted for non-payment. She states she was not aware that she could pay her bill by dialing *or *to address her account concerns. Ms*** also states that she was billed an additional $on her account instead of the $flat rate with the Sprint Discount Program discountBecause Ms*** was unable to resolve her account concerns, she requested that her service be cancelled on May 17, 2017; however, she states a few weeks later she received a paper bill, after her request to cancel. She is seeking assistance with this matter. Based on the information received from Ms***, she also stated that she had an unfavorable customer experience while attempting to address her concerns Please be advised that we spoke with Ms*** regarding her account concerns and customer service experience. We regret that her service was not cancelled on May 17, 2017, per her request. We advised Ms*** that her service will be cancel on June 17, 2017, the last date of her current bill cycle. Because of any possible misunderstanding regarding her prior service termination request, and as a goodwill gesture, we applied a $account credit to offset her service charges reflected on the May billing statement We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. 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 We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, 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, Alethea BExecutive Services Analyst

June 21, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of *** *** Sprint Case *** Dear Mr***: Sprint is in receipt of the
above-referenced complaint of Mr*** ***, regarding Sprint account XXXXX ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to cancel his tablet line ending in ***He claims that he agreed to pay off the device but just noticed that he has been charged for the data planAs a result Mr*** is requesting a refund of the charges paid for his data plan.We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the cancellation of his tablet ending in ***.We were able to verify that the installment billing agreement for his tablet was cancelled on November 26, 2016; however the phone number ending in *** was never cancelledWe have agreed to cancel his tablet ending in *** effective today June 20, 2017, and credit back the eight months of service charges at $each month. An $credit will appear on Mr***’ next invoiceWe are pleased that we were able to resolve these concerns to Mr***’ satisfaction. If we can be of further assistance regarding these matters, you or Mr*** 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

June 29, 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 rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your office once again In her rebuttal, Ms*** expressed her dissatisfaction with our not allowing her to terminate her services without any contractual obligation, citing that she no longer wishes to do business with us as a result of unprofessional and fraudulent actions taken on her account in response to her previous filing in which she disputed costs related to an iPad device associated with her Sprint account We regret any remaining misunderstanding that may exist related to Ms***’ reported dispute. However, as outlined in our June 21, 2016, response to her previous filing, our records reflect that Ms*** visited and obtained her referenced iPad device and services from one of our third-party retail locations on November 16, 2015. We were unable to identify any billing error associated with that equipment or service; however, we confirmed that our Customer Care representatives subsequently referred Ms*** to the point-of-sale to address concerns related to the original transactionOur records further reflect that representatives of the point-of-sale facilitated the return of Ms***’ iPad Mini device, canceled the associated equipment lease, and applied credits totaling $to her account on April 25, 2016, to offset all charges with the device and service from the date of activation through May During our June 27, 2016, discussion with Ms***, we thanked her for her candid feedback regarding her interactions with the referenced third-party retail location. Sprint has built a solid reputation on honest business practices, and it is never our intention to mislead our customers related to the products or services we provide. In addition, we have partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our brand. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. The details of Ms***’ experience have been forwarded to the appropriate managerial staff for further review and possible changes to our training and processes At Ms***’ request, we also forwarded copies of her iPad and iPhone lease agreements and a copy of the Summary of Purchase from her referenced November 16, 2015, retail transaction to her via e-mail. Ms*** confirmed that the iPhone lease agreement is not fraudulent; however, we determined that all three documents reflect the same signature. As a result, we advised Ms*** that, based on our findings, we sustain that the disputed agreement is valid. We also advised Ms*** that, if she cancels her remaining services as a result of this matter, we would accelerate the unpaid balance of her remaining device lease and assess that amount to her account, pursuant to the terms of that agreement. Further, if she decides to keep the iPhone device associated with that lease, we would assess an additional $device purchase option charges to her account. Although Ms*** continued to dispute our findings, she elected to retain her Sprint services active We regret any inconvenience these matters may have caused Ms***, but we appreciate her continued business. If we can be of any further assistance with these concerns, or if Ms*** would like to provide additional information for our consideration, she can contact me directly by calling our office toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mto p.m., Central Time Sincerely, Linda WExecutive 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: The billing was incorrectI had just made a payment of $on 11/24/which was the remaining balance after the first adjustments were madeMy next bill was $which I paid on 12/29/To my surprise I received a bill the following month for $of which $were new chargesMy services were temp disconnected because I hadn't made a payment agreement for the $which has now been paidI was being charged for Nov., Dec., and Jan., but I had already paid a couple of billsThe credit was issued from the representative because I was being charged incorrectly for the month of JanuaryAlso, what are they calculating to be my monthly charges?? My initially complaint was that I was being overcharge for the servicesI received a call from April J*** in regards to this rebuttal, but hadn't had an opportunity to return her call.
Regards,
Tanya H***

January 10,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***-Rebuttal, *** ***
Sprint Account XXXXXX
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again regarding her billing concerns
In Ms***’s subsequent inquiry, she disagreed with our previous response, stating that she does not believe that she owes the balance due to her unfavorable experiences prior to her porting her telephone numbers to another wireless providerShe requested that we further review and adjust her account accordingly
Our attempts to contact Ms*** via telephone and e-mail on January 4, January 8, and January 9, 2018, were unsuccessfulWe also sent a letter to Ms*** at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly to discuss any new concerns that she may have regarding her Sprint account
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 website at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
Upon activation and upgrading her devices, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchases and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic agreement and equipment agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation and upgrade of her devices
As previously indicated in our January 2, 2018, response to your agency, we advised Ms*** of the above information, and mailed a copy of her final itemized invoice pursuant to her requestTherefore, we sustain that the charges are valid and correctWhile we regret that Ms*** is not satisfied with our response, our position remains unchanged
If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, extension ***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time
Sincerely,
Tiffany G
Executive Services Analyst

This is in response to the letter received by our organization on August 13, 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
Ms
***’s filing expressed her dissatisfaction with information that was provided to her by a Customer Care representativeMs*** states that she was advised that her monthly recurring charges would not be doubled on her July billing statement after requesting that her payment due date be changed for her accountMs*** is requesting that Sprint review this matter and an adjustment of $be applied to her account
Sprint has reviewed Ms***’s complaint and notes that after careful review of her account, we were unable to substantiate her claimAs a result, no credits or adjustments are due for this matterHowever, to demonstrate our commitment to world-class customer service and in an effort to settle the matter, we have agreed to apply a credit of $to her accountMs*** expressed his gratitude and advised that she had no further concerns at this timeWe trust this letter responds to your inquiryWe apologize for any inconvenience she may have experienced while attempting to resolve this matter
If we may be of further assistance, you can reach me by calling the Executive & Regulatory Services Department toll-free at 1-855-848-or directly at ***We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Catherine D***
Catherine D***
Executive & Regulatory Services

Sprint is in receipt of the above inquiry filed by *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information received, Ms*** indicates that she did not receive her reward card to pay for her *** Early Termination
Fees (ETF)Therefore, she contacted Sprint for the status on her reward card and was advised that she was not eligible because she did have the correct service planMs*** is requesting a credit or that we waive her ETF
In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
We spoke with Ms*** on April 24, 2015, and advised her that she was not eligible for the promotion because the device must be purchased on a lease or on the Sprint Easy payAccording to our records, she purchased her device at a subsidized price with her acceptance of a two-year service agreementHowever, as a gesture of goodwill we applied a one-time courtesy credit of $to her account in lieu of a reward card
We regret any inconvenience this matter has causedIf I may be of further assistance regarding this issue, please contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

October 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Travis *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MrTravis ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again. In Mr***’s rebuttal, he advised that his previously-reported billing concerns remain unresolved due to our not yet applying credits he believes are owed to him. We regret any remaining misunderstanding that may exist regarding Mr***’s Sprint chargesAs outlined in our September 27, 2017, response to his initial filing, we determined that Mr*** met the requirements of the referenced promotion but that a subsequent equipment exchange led to that promotion being inadvertently removed from his account We restored the promotion to his account on that date and applied a credit of $to his account to offset the credit amounts missed in the interim. We further agreed to follow up with him after his October invoice generated to review what, if any, additional credits may be warranted During our October 5, 2017, follconversation with Mr***, we reviewed the information outlined above and assured him that we were still waiting for his October invoice to generate at the end of his billing cycle, October 2, He indicated his understanding of our response We regret any inconvenience this matter may have caused Mr*** but remain committed to resolution. If we can be of further assistance with this concern prior to our scheduled follow up, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

March 7,
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
February 27, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr*** expressed his dissatisfaction with the performance of his HTC One (E8) device associated with phone number ending in ***, which has fallen short of his expectationsMr*** requested that Sprint review this matter, and provide him with a waiver of his remaining contractual obligations for his HTC One (E8) device associated with the above phone number and allow him the ability to acquire a new device
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** purchased an HTC One (E8) device associated with phone number ending in *** via Sprint’s Installment Billing Agreement on July 29, 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 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 note 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 deviceTEP 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
Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone number ending in ***Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period
If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
We spoke with Mr*** on March 2, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised Mr*** that the nearest local Service and Repair Center is approximately miles away from his home location; however, he does not wish to pay a deductibleWe regret any difficulty Mr*** may have experienced with the replacement of his possibly malfunctioning HTC One (E8) deviceIn order to provide an amicable resolution and closure to the matter, Sprint agreed to reset Mr***’s upgrade eligibility for his phone number ending in ***, enabling him to pay off his remaining Installment Billing balance and upgrade his device via Sprint’s Lease or Monthly Installment programsMr*** expressed his satisfaction with the resolution provided
We appreciate Mr***’s taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at *** ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

Complaint: ***
I am rejecting this response because:
First off thank you for all your help thus farIt looks as if this is an ongoing issueLast month it was fixed and now we have the issue againI just recently received my new bill and it is $154.20, which is crazyThe tabletis once again being charged and it should be freeAlso the data plan for the tablet should be 50% off, making it $Also the price of the speakeris off and being charged too muchMy bill should only be about $as quoted in the storeI do not want to go through this each month when I get a new billIf so I will close my account and move buisness elsewhereI am a good customer and pay on time each month, just ask you to honor your word and also promotions going onI have sent cooy of receipts, if need again I can send
Regards,
*** ***

July 7, 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 Sprint continues to send him an invoice for $for a non-return Lease Cancellation Fee. He stated the device was turned into a Sprint retail location and he was provided a receipt as proof. Mr*** requested the charge to be credited and his account closed with a zero balance We spoke with Mr*** on June 30, 2017, to address the billing issues outlined in his inquiry. Unfortunately, Mr*** was unable to authenticate the account with either the security pin or answer to the security question. To assist, we have mailed Mr*** his security information via US Mail to the address on file and directed him to the local Sprint store to update his information. We made additional contacts on July 5, and 7, 2017, but were unsuccessful in our attempts. Although we were not able to neither authenticate nor address his concerns directly, due to confirming the return of his phone at our retail location, we have adjusted the non-return Lease Cancellation and as a result, the account is closed and reflects a zero balance Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to her complaint, Ms*** stated that when she cancelled her account; she was informed that as long as she makes monthly payments her account would not impact her credit; however, she later discovered that her account was reported. Ms*** is requesting that Sprint review this matter and remove any negative reporting from the credit bureaus Sprint has reviewed Ms***’s account. We spoke with Ms*** on August 14, 2017. We confirmed that the past due balance reflected on Ms***’s account included valid monthly service and equipment charges During our conversation with Ms***, we explained to her that Sprint does not make payment arrangements on canceled accounts. Further, that as stated in our Terms and Conditions of Service, payment is due as stated on your bill. Therefore, we request that Ms*** contact the third-party collections agency for negotiation of the remaining account balance. As a result, we respectfully decline Ms***’s request. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** on behalf of the account holder, *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she was quoted a promotional monthly rate of $for the cost of her Apple iPhone 6s device and that she has been billed the full price for months. As a result, she has requested that her bill amount be corrected, and that all charges associated with the device be refunded to the account Our records reflect that on January 12, 2017, Mr*** purchased and activated an Apple iPhone 6s and an Apple iPhone via installment and lease billing at $monthly for both phones. Our records further indicate that Mr*** purchased the device during the Buy One Lease One offer where he would receive a $service credit towards the $installment charge for the iPhone 6s device, for month agreement; thus reducing his monthly cost to $6.22. Mr*** previously received the promotional credit until the April billing We spoke with Ms*** on August 29, 2017, and verified the information referenced above. Further, we confirmed that the account was eligible for the offer and had the discount coding added on August 23, 2017. This action resulted in credits totaling $applied to the account for the April to August billing cycles to offset the disputed difference. We agreed to follwith Ms*** to confirm bill accuracy with the September and October invoices. We regret any inconvenience that this matter may have caused. If we can be of further assistance related to this matter, the ***s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Analyst

February 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** 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*** expressed her dissatisfaction with the level of customer service received while attempting to resolve a billing issue. She stated that in September 2016, she purchased two Samsung devices with the Buy one Get one promotional offer but that she is being billed for both phones. Ms*** requests that we resolve this matter. We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing. Our records reflect that this issue was previously brought to the attention of our Customer Service Management team on January 24, 2017, and that on January 27, 2017, we updated the promotional coding on her account to award the referenced credits to her billing effective within the next 1-billing cycles. We also confirmed that credits totaling $have been applied to Ms***’s account to offset the disputed promotional credits that did not award for the January and February invoices In addition, our attempts to contact Ms*** via telephone and e-mail on February 2, and 10, 2017, to discuss her reported concerns in detail were unsuccessful. We also mailed a letter to her at the billing address reflected on her complaint on February 10, 2017, acknowledging our receipt of her inquiry and requesting that she contact us for further assistance. We appreciate Ms*** for taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this issue may have caused. If we can be of further assistance related to this matter, 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 3:p.m., Central Time Sincerely, LaDonna J*** Executive Services Analyst

Tell us why here
May 5,
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 April 12, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with being associated with two Sprint.com accountsIn addition, Ms*** further expressed her dissatisfaction with the lack of coverage in her home service area Olivehurst, CAMs*** further expressed her dissatisfaction the inability to transfer and merge account information to iPhone devices in association with phone lines ending in *** and ***Lastly, Ms*** expressed her dissatisfaction with the inability to remove and cancel the calling feature on her devices as well as experiencing issues with her devicesMs*** requested that Sprint review these matters, provide her with an amicable resolution, apply an adjustment to her account accordingly or allow her the ability to cancel her services without further cost to her
Sprint has reviewed Ms***’s complaintAccording to our records, on April 10, 2017, we confirmed that our Customer Care group assisted Ms*** with providing her the steps to delete the second Sprint.com accountIn addition, we removed the calling feature on all her devices associated with phone lines ending in ***, ***, ***, *** and ***Also, during the call we confirmed that the account information associated with phone lines ending in *** and *** were merged correctly to their iPhone devices
During our call on May 2, 2017, based on the information provided in the inquiry, Ms*** stated that her device intermittently malfunctions and requested a replacement deviceWe advised her 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
We advised Ms*** that her aforementioned devices do not subscribe to TEP, if she is experiencing a problem with her devices 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, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year 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 devices are 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 regret that the coverage in Ms***’s service area is falling 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 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 controlWireless 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 towersAs such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger
We spoke to Ms***’s on May 2, and relayed the above information to herTo resolve this matter and retain the account we offered a one time goodwill adjustment of $which will appear on her May 10, billing statementMs*** accepted and expressed her satisfaction with the resolution provided to her
We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concernsIf 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 S
Executive Services Analyst