Sprint Corporation

August 9, 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, Mr*** described an unfavorable customer experience while attempting to resolve an account payment matter. She stated that Sprint processed a duplicate payment in the amount of $288.52. As a result, she requested an apology, a refund of the duplicate payment, and a refund for related bank fees Our records reflect that on July 1, 2017, Ms*** established an arrangement to remit a payment of $on July 14, 2017. Our records further indicate that Ms*** remitted payments totaling $on July 13, 2017. We spoke with Ms*** on July 31, 2017, and confirmed the information above. Regrettably, we have no record that Ms*** contacted our Customer Care department to request cancellation of the initial disputed payment; therefore, the scheduled payment for $was processed on July 14, 2017. Although we were unable to confirm a Sprint payment processing error related to this matter, we refunded the second payment of $back to her credit card ending in *** on July 19, 2017. Ms*** expressed her dissatisfaction with our handling of her payment concerns. We further confirmed that she canceled four of her lines of service on July and 31, 2017, respectively, when she ported her service from Sprint to another carrier. Her account currently remains active with telephone (xxx) xxx-*** We regret any inconvenience that this matter may have caused. We also regret the circumstances that led to Ms***’s decision to terminate the noted lines of service. If we can be of further assistance with 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:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, Kujtim ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsKujtim ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed unfavorable customer experience in addressing her service concerns. She stated that she experienced dropped calls, no service and slow service. As a result, she requested that we refund all monies paid for service and equipment We regret that our coverage in Ms***’s area may not be meeting her wireless communication needs or expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. However, as outlined in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds 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. As a result, customers may experience difficulty making or receiving calls when indoors. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. However, it is important to note that certain areas may have limited or no coverage and that various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. 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 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 pricing We spoke with Ms*** on August and 31, 2017, regarding her service dissatisfaction. Regrettably, we were unable to confirm any outages or problems with our towers servicing her local area that would prevent her service from operating within parameters. Because she stated that she was experiencing service problems in multiple locations we recommended that she have device diagnosed at her local service and repair location, to which she responded that Apple had diagnosed her device and deemed it to be operating as designed. We advised Ms*** that unfortunately, we are unable to honor her refund request for service and equipment charges assessed outside of our 14-Day Satisfaction Guarantee. In an effort to mutually resolve this matter, we extended to Ms*** the option to cancel her services with return of her devices to Sprint in good working condition, and we would waive the balance of her lease agreement and purchase amounts. However, she declined. Further, we extended a credit for $for two months of monthly service charges minus the equipment lease/ installment agreements, and she accepted. Therefore, we applied the credit to her account as agreedAdditionally, we resolved another billing matter not referenced in her filing. We appreciate Ms***’s taking time to provide the details of her experience with our Customer Care department. With the information in her account, we were able to identify the representative involved in her complaintPlease be assured that this experience is not indicative of the level of service we expect from our employees. The feedback she provided will be forwarded to the appropriate management staff empowered to make changes in this area. We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance related to this concern, 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 *** Executive Services Analyst

February 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information received, Ms*** disputed charges assessed to her Sprint account, advising that her monthly billing is higher than explained to her during her recent equipment upgrade. In addition, she expressed her dissatisfaction with the length of time taken for us to remedy that matter. She requested that we honor the promotional monthly rate offered to her and credits to remove the erroneous billing. We regret any possible misunderstanding that may have occurred with regard to Ms***’s invoiced charges. Sprint is proud to offer best-in-class pricing and promotions for our customers. During our January 27, 2017, conversation with Ms***, we reviewed her service plan, device, and equipment financing selections. We learned that Ms***’s concerns stemmed from prorated monthly service charges resulting from the recent addition of new lines of service to her account in the middle of a billing cycle Although we were unable to identify any billing error associated with Ms***’s Sprint account, we offered to apply credits totaling $to her account to offset the prorated charges and activation fees reflected on her December invoice due to any possible misinformation that may have been provided to her related to her account billing. Ms*** confirmed her understanding of her monthly billing and accepted our offer. We applied the credit as agreed, and Ms*** expressed her satisfaction with our response. We also scheduled a folldiscussion with Ms*** after her next invoice generates so that we can review her billing to ensure accuracy We regret any inconvenience these issues may have caused Ms***. If we can be of any further assistance with these matters prior to our scheduled follow-up, 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

[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,
*** *** If I receive a final bill from Sprint with any charges on it, I will reopen the case or a new case as the Sprint representative assured me that there would be no further charges due to my extreme inconvenience and frustration

We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** stated that he filed a claim via the Total Equipment Protection option to replace his defective phoneLater, his phone began working to his satisfaction, so he canceled his claim
However, he has not received a payment refund for his $deductible, which he is requesting
We regret any inconvenience Mr*** may have experienced while attempting to resolve this matterHowever, we are please that his phone is working to his satisfactionDuring our March 3, 2016, conversation with Mr***, he informed our office that he disputed the payment with his bankTherefore, the charge was reversedThe $deductible will not be assessed to his account and will not be reflected on his monthly invoice
If we 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,
*** *
*** **
Executive Services Analyst

August 7, 2017 Consumer SpecialistKansas City Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case # ***, ***ny *** ***Sprint Account # ***Sprint Case # *** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of ***ny *** submitted on July 13, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated that she purchased a device for phone number ending in *** and was advised that the device was protected by Gorilla Glass and would not crack if accidently droppedMs*** advised that the device dropped and the glass cracked and remains damagedAdditionally, Ms*** stated that she purchased iPhone devices for phone numbers ending in *** and *** during Sprint’s iPhone Buy-One-Get-One promotional offerHowever, she is still being charged monthly lease charges for one of the iPhone devicesFurthermore, Ms*** expressed her dissatisfaction with being assessed $Phone Access charges for phone number ending in ***Lastly, Ms*** stated that she purchased a Mobile Connection card associated with hone number ending in ***According to Mr***, she returned the referenced device to the point of sale around in November or December 2016; however, she continues to be associated monthly chargesMs*** requested that Sprint review these matters and provide her with an amicable resolution. Sprint has reviewed Ms***’s complaintIn August 2016, an equipment upgrade was performed for the phone number ending in ***During this sales transaction, Ms*** purchased a Samsung Galaxy Sdevice via Sprint’s Installment Billing programPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP 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. Our records indicate that *** did not elect to add TEP upon purchasing this device. Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP 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 warrantyOur records show a signed Transaction Summary consenting to the addition of Sprint’s Total Equipment Protection (TEP) plan. Further review of Ms***’s account concerns indicates that in August 2016, Ms*** purchased iPhone 6S Plus devices for the phone numbers ending in *** and *** and took advantage of Sprint’s iPhone Buy-One-Get-One (BOGO) promotion. As such, Ms*** is receiving a monthly credit of $to offset the cost of one of her iPhone devices. Further review of our records, we determined that phone number ending in *** is being assessed a $Phone Access charge as part of the 40GB Data Share planAfter further review of this matter, we confirmed that the $Phone Access charge waived on the aforementioned phone number an adjustment of $was applied to the account to offset the charges as reflected on the February, March and June bill statementsWe note that the aforementioned charge reflected on the April and May billing statements were credited prior to this inquiry. We spoke with Ms*** on August 2, 2017, to discuss her account concernsDuring our discussion, we explained we were unable to substantiate that the Mobile Broadband card associated with phone number ending in *** was returned to a local Sprint Retail Store location or to our Returns warehouse. However, in an effort to reach a mutual resolution, on August 2, 2017, we cancelled the service on phone number ending in ***, per Ms***’s request. As a courtesy, we applied adjustments totaling $to offset the monthly recurring charges assessed to the aforementioned phone line from January to present. Ms*** expressed her satisfaction with Sprint’s efforts to resolve her account concerns and did not have any further concerns If I may be of further assistance, Ms*** may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time. Sincerely, /s/ William *** William *** Executive & Regulatory Services

April 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on April 8, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he states that he went into his local store to address some billing concerns which were rectifiedHowever, in the process of correcting the plan and charges on account XXXXX*** the Advance Protection Pack (AAPP) was removed from the tablet on line ending in ***Mr*** is requesting that the tablet be replaced and is willing to pay the monthly charge for the protection, as well as, the deductible required for the replacement We spoke with Mr*** on April and 24, 2017, regarding his concernsAfter partnering with store management, we were able to add the Advance Protection Pack (AAPP) back to line ending in ***We advised Mr*** that All claims are filed with and administered by Assurant, and Sprint has no impact on whether the claim is approved or deniedCoverage is effective on the date of enrollment, and claims must be filed by customer within days of loss or damage while covered by Advanced Protection PackMr*** understood the information provided and expressed satisfaction with the actions taken. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToya ***Executive Services Analyst

June 19, 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** stated that he was advised by a representative that if he ordered a pre-owned iPhone 6S Plus device, and added insurance, he was eligible for a HP Slate Tablet with an unlimited plan and mobile hotspot included for $additional a month. He stated he advised the representative that he could not afford for his bill to me much more than the $a month he pays now. He stated that the call was disconnected so he went online to purchase the device. In addition, Mr*** stated he had been advised that the upgrade/activation fee would be waived. He stated he communicated with a representative via our chat line and was advised that his monthly bill would be $a monthTherefore, he ordered the device and paid for overnight shipping. However, he has not received the device. In addition, he states that he was unable to use his phone due to a major tower outageMr*** is requesting a resolution to these issues. 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. As stated in our Terms and Conditions of Services, not all phones are compatible with all plans. Furthermore each new device is provided a user manual for those specific device capabilities We regret that Mr***’ experience with service in his local calling area is falling short of his 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. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Our records reflect that the above-referenced iPhone 6S Plus device that Mr*** ordered was received and activated on his account. We determined that Mr*** qualifies for a promotional offer for a HP 8” Slate Tablet at no cost to him; however, he would be required to add a service plan to the number associated with the tablet at an additional cost. His estimated monthly cost would vary depending on the service plan that Mr*** selected We have made multiple attempts to contact Mr*** regarding his concerns. We attempted to contact him via telephone and e-mail on June 9, 12, and 14, 2017, advising him we received his inquiry and our need to speak with him directlyUnfortunately, we have not received a return call from Mr***. 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 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 at number referenced below We regret any inconvenience this matter may have caused. If Mr***’ concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** SO WHERE IS THE PROMO AND THE OFFERS THAT ARE DETAILED OUT AND WHARE IS THE ADDRESS YOU HAVE ON FILE THAT YOU SENT THAT TO? BECAUSE I WAS ON INTERNET BILL AND I WAS OUT OF TOWN WHEN THOSE CALLS CAME IN? I WOULD ALSO LIKE ALL INFO RELATED TO THE PHONE THAT I SENT IN AND HOW NUCH OF A LUMO SUN CREDIT WAS SUSPPOED TO BE ON THE BILL? WITH TRACK ING AND ALL INFO RELATED

We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided by Mr***, he did not receive the employment verification notices and has requested for his Sprint Group discount to be applied towards his January statement
Participation in the Sprint Discount Program is subject to an agreement Sprint has with many of our business customersThese agreements provide monthly discounts on eligible wireless services to the employees, students and members of these companies and universitiesSprint will periodically request proof of eligibility for customers to receive program benefitsSince Mr*** has validated his eligibility for the Sprint Group Discount we have applied a credit totaling $for the missed discount on his January statement
We regret any inconvenience that Mr*** may have experienced as a result of this matterIf you have any questions or this matter remains unresolved, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Sunday, Monday, Wednesday and Friday from 8:a.mto 5:p.m., Central Time
Sincerely,
Amanda Q
Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I want to responded clarifying that I was never offered for the termination fee to be waived until I contacted the Revdex.comAditionally, ever since our move to Sand Lake in 2011, the remaining subject phone was not able to use data every month as roaming data threshold was exceeded and no longer "unlimited" but extremely "limited" data This relationship was not concussive to consumer or business. I do not take this complaint lightly, I wish the business would have done a better job with their customer service and negotiated this valid complaint without the Revdex.com.Thank you for your time
Regards,
*** ***

April 24, Revdex.com of Greater Kansas City 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she terminated her Sprint service in February and returned her leased device to our retail store. She stated that she was quoted a final balance of $98.15, which she paid. Subsequently, she received another bill of $and was informed that it was due to the non return of the leased device. Ms*** stated that she also receive a bill of $bill after receiving a credit for the non-returned device charge. She requested that the balance be credited because she was not informed of any additional charge Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Ms*** on April 20, 2017, and provided her the information aboveShe was on a 21-month Lease Agreement on her device purchase; however, she ported out her service while months into the lease agreement. Therefore, the $was the remaining balance due to the lease commitment, and it is a valid charge based on the Terms and Conditions of the Lease Agreement. Further, our records show that a payment has been made and Ms***’s account is closed and reflects a zero balance. We regret any misunderstanding that may have occurred. If Ms*** would like to further discuss this matter, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from 7:a.mto 3:p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The SPRINT rep that assisted me thru this problem was the BEST She should be transferred to assurance to run their messed up dept If it was not for her and SPRINT I would have switched carriers.Thank you SPRINT

September 28, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com ***, Brenda Z*** Account xxxxx*** Case *** To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MsBrenda Z***. We appreciate you bringing our customers’ concerns to our attention According to the rebuttal received, MsZ*** states the damage fee was removed on her previous bill, however she incurred a non-return fee for the same device on the following bill. She is seeking this charge to be removed from her account We contacted MsZ*** on September 26, 2017, to address the aforementioned information. In an effort to resolve, we have identified and credited this charge as we confirmed the device has been returned to our warehouseWith this action, MsZ*** considers her complaint to be fully addressed and resolved We regret any inconvenience this matter may have caused. If we can be of further assistance, MsZ*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

October 2, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Jennifer ***
Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJennifer ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with her inability to send text messages to specific mobile numbers, advising that the issue has been occurring for an extended time and that she has confirmed that it is not device-relatedShe also described unfavorable customer experiences during her attempts to address that concern. We regret any difficulty Ms*** may have experienced with the use of her Sprint services. Our records reflect that Ms*** has contacted our Customer Care department on multiple occasions to report her noted text messaging concerns and that, based on the nature of her reports, our representatives referred her to one of our service and repair centers to have her device evaluated for possible malfunction We spoke with Ms*** on September 12, 2017, and confirmed the information outlined aboveMs*** stated that she has had her device evaluated but that the same issue occurs even after she upgraded her equipment. As a result, she believes that the error is network-related. We thanked Ms*** for additional details she provided and assured her that we would forward her report to an advanced technical team for additional review. We also assured her that we would continue to monitor her account and would follow up with her within the next ten days to determine the status of resolutionMs*** confirmed her satisfaction with our response and actions. We appreciate Ms*** taking time to provide details of his/her experience with tech support. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms*** concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these issues prior to our scheduled follow up, she can contact me directly by calling our 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, Leland *** *Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: You guy's drained my account, everything was cool until that b.sKatherine you charged my card times if you would like to set up an conference call with my bank lets do itYou'll notice on my payment method on you website is different because I had to delete the card because you wouldn't stop charging my accountCalling me a lair is not coolOwn up to your mistake, I did mine! Other than that I was cool
Regards,
Dustin A***

Tell us why here...February 27,
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 of Ms*** *** submitted on February 17, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s follfiling expressed her dissatisfaction with the inability to receive a similar make and model device upon the return of her iPhone Plus device associated with phone line ending in ***Ms*** stated that she visited a third-party retail store location to upgrade her device associated with phone line ending in ***At that time, she was informed that the monthly cost of her device would be $per monthHowever, her billing statement reflected a monthly cost of $per monthTherefore, Ms*** stated that she contacted the third-party retail sales representative and she was informed that her January billing statement would reflect a monthly cost of $Ms*** requested that Sprint provide her with replacement device
Sprint has reviewed Ms***’s complaintAs stated in our initial response, we spoke with Ms*** on January 18, 2017, to further discuss her account concernsAt that time, we advised Ms*** that we would partner with the third-party retail stores management team to review her concerns and we would follwith her accordinglyAccording to our records, on November 26, 2016, Ms*** upgraded the device associated with phone line ending in *** and activated an iPhone Plus device via Sprint’s Leasing program for $per month
Based on our account records, we are unable to confirm that Ms*** was provided with the above information with regard to the cost of the iPhone Plus device associated with phone line ending in *** and the charges that were assessed on her January billing statementTo resolve this matter, we partnered with the third-party retail stores management teamAs a result, the third-party retail stores management team contacted Ms*** on January 31, 2017, and offered her the option of returning the device associated with phone line ending in *** in exchange for the waiver of the Lease cancellation charges and provide her with giveback device
We spoke with Ms*** on February 23, 2017, to further discuss this matterDuring that call, she confirmed that she is waiting her similar device make and model from our Retail Stores Management team, to return the iPhone Plus device associated with phone line ending in ***As such, we agreed to remain in contact with our Retail Stores Management team to ensure that Ms***’ account concerns are satisfactorily resolved
We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matterIf Ms*** would like to further discuss this matter, he can contact our office toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account
XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** described an unfavorable customer experience during her attempts to obtain a final bill and a refund. Ms*** stated that she canceled her Sprint account and requested that she received a final bill from Sprint to present to her new carrier for cancellation fee reimbursementShe also noted an authorized payment was taken from her Sprint account, and she was promised that she would be refunded; however, she has not received the refund. Ms*** requested that she receive a final invoice and a $refund for the noted payment Our records reflect that on July 5, 2017, Ms*** had a scheduled payment arrangement to pay $218.38. That arrangement was processed on July 20, 2017. Prior to that date, Ms*** contacted Sprint on July 11, 2017, to confirm any outstanding payment arrangement and she was inadvertently advised that there was no scheduled arrangement. We contacted Ms*** on August 2, 2017, and confirmed that on July 24, 2017, she received the referenced refund. We also confirmed Ms***’s mailing address and forwarded her last three invoices to her We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If we can be of further assistance, we invite Ms*** to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

[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:
Like I've tried to explain to sprint beforeand maybe whoever may be reading this post can make sense of it(Simplified version) we got the billing portion worked out because I have a reference number for a bill an employee offered me(Which I'm still responsible for the over charged portion.) my question is, if I turned in phones for a promotion, my own phones, you should be giving me $because I was initially over billedBut here is the PROBLEM! Sprint gave me $towards a bill because I was over charged, and if I was giving that as credit toward the phone, why am I still being billed for it? Why am I being told I need a court order to hear our initial phone convo of the other reps and myself convos that can CLEARLY straighten this outand if I traded my old phone for the new one, why am I still being billed? These questions have yet to be answered..where is the hardware I traded for the promo? Why haven't I received credit for it? What is the 950$ credit for? In detail? Why did they try to say they received damaged hardware, then recant that after telling them we can provide receipts for phone covers, glass protectionThis is terrible, and to come back on this site like something was resolved? This is still on goingTheir bullish attitude toward a "loyal" customer (as they put it, 8+ years as a customer) is embarrassing, and the only thing that was "resolved" is the amount I should be paying minus lease feesEspecially if I turned in my FULLY OWNED, great condition phones!!
Regards, a guy paying TRIPLE for iPhones..
*** ***

June 2,
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 complaint of Ms*** *** regarding
Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** described unfavorable customer experiences during her attempts to discuss a network concern, stating that she can no longer rely on the coverage in her residential area due to dropped calls and difficulty with accessing data from her devicesShe requested that we allow her to return her devices without incurring any cancellation fees
We regret any inconvenience that may have caused Ms*** to contact your agencyOur records reflect that Ms*** contacted our office and spoke with one of our analysts on May 30, 2017, regarding the referenced complaint; however, our follattempt to contact her on May 31, 2017, was unsuccessful
The above-referenced account will remain in “escalated status” with our office until June 16, 2017, to allow sufficient time for Ms*** to contact our officeAfter June 16, 2017, her account will be released to our Customer Care department for general assistance
We believe that we can amicably resolve Ms***’s reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding this matter, Ms***’s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
*** G
Executive Services Analyst