Sprint Corporation

Complaint:
I am rejecting this response because: I spoke with the Sprint rep a couple of times over the last few weeks and I noticed that things have been changed on my account so the last call I didn't want to give her permission to enter my accountI asked her several times during the conversation about why she needed to get into my account and she refused to tell me so I declinedOnce again the line in question is NOT the line ending with it is actually the line ending with Sprint seems to not know what they're doing or what they're sayingShe keeps stating some posting from August but I was never made aware of any changes and Sprint made the aforementioned credit for the sedge every month until may so if the changes were supposedly made in August why did sprint give the monthly credit until may I never upgraded my device, it was recalled due to it's explosive natureMy device that I received is a down grade compared to the note and it came out before the note and was cheaper than the note This device has less fuctionalityI believe that Sprint is trying to wiggle out of their commitment and they made sure that it was after the return period in order to trap peopleThis is illegal and unfairThey are also cheating people because I paid the taxes on both phones up front but every month I'm being charged for the entire bill which includes my phone so I am being double billed taxes
Regards,
*** ***

[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:Sprint has not sent me a number I can dial from my phone
Regards,
*** ***

February 14, To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** *** ***, and we appreciate the opportunity to address his concerns. In his inquiry, Mr*** states that he went to a retail store to upgrade his
phone, and the representative offered him a tablet at no charge, and a reduced monthly payment for his phone. With these changes, he advises that he believes he was quoted $per month plus taxes. He also advises that his next invoice was $160, and he is being billed for the tablet. Therefore, he is requesting that we review these matters and honor the price quoted. Our records reflect that Mr*** accepted a 24-month Installment Billing Agreement (IBA) for the tablet and phone for a total of $per month. The monthly plan charge on the tablet is $for unlimited data and a $protection pack. Mr*** worked with one of our customer service representatives on February 11, 2017, and they removed the $protection pack and decreased his tablet plan to $per month in an effort to reach an amicable resolution. Mr*** also enrolled in automatic payment and electronic billing, which will provide a $discount on his phone plan. With these changes, his monthly charges are $before applicable surcharges and taxes. The representative also applied a $account credit to recalculate his current invoice. Mr*** advises that this is what he was quoted at the store, and he is satisfied with the resolution. We regret any inconvenience Mr*** may have experienced trying to resolve his concerns. If he 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, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, *** *Executive Services Analyst

Revdex.com Case # ***, *** *** on behalf of *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on June 30, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Mr***’s concern According to the information provided, Mr*** expressed his dissatisfaction with his devices malfunctioning, and as well as his inability to receive new devices from Sprint, after he established service. Mr*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Mr***’s complaintOur records indicate that Mr*** activated five lines of service on June 6, 2017, by activating devices via Sprint’s Monthly Installment Billing programWe have confirmed that two devices were Pre-Owned iPhone 6s Plus devices. Our records further indicate that on June 10, 2017, Mr*** contacted our Customer Care group stating that the two Pre-Owned iPhone 6s Plus devices were defective. At that time, an order was placed for replacement devices. Furthermore, Mr*** contacted our Customer Care group on June 13, 2017, stating that he received the replacement devices; however, he indicated that the devices were defective We spoke with Mr*** *** who authorized us to speak with *** *** on June 30, 2017, and relayed the above information to him. During our discussion, we informed Mr*** we spoke with *** *** on June 20, 2017, and informed him that he would need to visit an Authorized Service and Repair Center location to have a diagnostic test completed by our Sprint Retail Store technician to determine if his replacement devices are defectiveAccordingly, Mr*** visited an Authorized Service and Repair Center location on June 21, 2017, and the replacement devices were not deemed defective. As a result, Mr*** was offered to complete an exchange for new devices with a down payment associated with the purchase. Mr*** declined the above offer and advised that he will continue to utilize his replacement devices. We regret any miscommunication and inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

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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.With that said, Sprint lacks customer serviceIt took over a month to get my refund and still Sprint Corporation acts as if they are doing me a favorIf there is a only day period to get your activation fee back then don't say otherwise on your own websiteIf you check the Sprint Satisfdactuon Guarantee Policy online, the 2nd bullet under the 2nd paragraph clearly states that all fees including activation fees will be refunded if you cancel within daysThis is advertisement and people who don't know that they don't have to take this treatment are probably walking away without their moneyWill never again even entertain the thought of doing business with Sprint again!
Regards,
*** ***

June 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she ported her number to Sprint on March 23, 2017; however, due to poor network service, she ported back to her prior mobile carrier on March 28, 2017, within the Sprint Satisfaction Guarantee trial period. Ms*** stated that she received an invoice reflecting a $amount due, which she is disputing. She also indicated that she has had an unfavorable customer service experience while attempting to resolve this matter. As a result, she is requesting that the balance due be negated. We regret any possible misunderstanding that may have occurred regarding this matter. We spoke with Ms*** on June 23, 2017, and during our conversation, she mentioned that she returned her Sprint device to one of our third-party retail stores within the Sprint Guarantee trial period, and she indicated that she does not owe the $balance that is now reflected on the account as a result of a $late fee added on her May 26, 2017, invoice. Based on a review of our records, Sprint service was activated on March 23, 2017, and canceled due to porting on March 28, 2017. Due to the cancelation of service, cancelation/accelerated charges of $for the device billed and reflected on her April 21, 2017, invoice. Further review of our records determined that one of our Customer Care Representatives applied a $credit to Ms***’s account on May 31, 2017, which left an $balance. Due to the charges not being completely absolved, a $credit was applied to the account on June 3, 2017, resulting in a $balance, which was credited on June 23, 2017. Ms***’s account is now closed with no balance due We appreciate Ms***’s taking the time to provide us with the 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 that this issue may have caused. Should there be any additional questions or concerns with this matter, Ms*** can reach me 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, Bridgette F.Executive Services Analyst

November 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry 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. In her rebuttal, Ms*** confirmed that a portion of her initial filing regarding fraudulent activity associated with her Sprint equipment and account was resolved. However, she also advised that, due to scheduling conflicts, she has been unsuccessful in contacting us directly to discuss her remaining concerns with account compromises and her inability to access her Sprint account online. We appreciate Ms***’s candid feedback regarding her customer service experience and regret any delay that may have occurred regarding our addressing her reported device and account concerns. Sprint has no higher priority than our customers. The telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our success. Our hope is that Ms*** will allow us the opportunity to rebuild her faith in Sprint. Our records reflect that Ms***’s initially-reported issues related to possible equipment fraud were previously brought to the attention of our Fraud department and that we completed our investigation on October 8, 2016. At that time, we confirmed that fraudulent activity occurred on Ms***’s Sprint account, leading to unauthorized account billing and her inability to access her Sprint account online. Our records further reflect that the necessary actions were taken by our Fraud department representatives to resolve that matter expeditiously, including resetting her online account access During our conversation with Ms*** on November 26, 2016, we confirmed the information noted above. We also advised Ms*** that, as a precautionary measure, we require customers to change passwords, user names and user IDs for their Sprint accounts after any fraudulent activity has occurred and confirmed to prevent further incidents of the same nature. Ms*** verified that she has already taken those steps We are unable to provide customers of any specific responses to how reported fraudulent activity may have taken place on any account due to proprietary and privacy concerns. As such, we respectfully declined to provide that requested information to Ms***; however, we assured her that Sprint is committed to resolving such matters promptly and thoroughly We regret any inconvenience this matter may have caused but are pleased that we were able to satisfactorily address Ms***’s reported concerns. If we can be of further assistance related to these issues, she 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

April 25, 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 *** and *** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr*** has been unsuccessful in his attempts to dispute charges of $assessed to his previous *** account. He requested that the assessed overage charges be removed The FCC recently approved a transaction between *** and Sprint affiliate Shentel, during which Sprint/Shentel acquired the rights to operate the former *** wireless network in several states. As part of that transition, *** customers in the affected markets will have the opportunity to either switch to Sprint/Shentel or to go to another provider. Sprint/Shentel will offer *** customers a wide range of devices and service plans at varying price points, comparable to or better than those of ***, including numerous devices that will be free after discounts and credits. Affected *** customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their *** devices were not designed to work with all components of Sprint’s network and systems. Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, have already been sent to all affected customers. Accordingly, *** customers with questions about their former or current *** or FRAWG accounts can contact *** customer service at ***-*** (###-###-####) or Prepaid FRAWG customer service *** (###-###-####)Customers can also dial from their devices During our April 24, 2017, conversation with Ms***, we explained the information outlined above and advised that the disputed charges were removed from the ***s’ *** account on April 19, 2017, leaving a remaining balance due of $810.48. Ms*** advised that she was aware of the balance and would remit payment. She also expressed her satisfaction with our follow up and resolution. We regret any inconvenience this matter may have caused. If we can be of further assistance with this issue, Mror Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext***. I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

July 3,
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 June 8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her equipment concernMs*** expressed her dissatisfaction with her inability to order a new device from SprintMs*** further stated that she was encountering issues with her device and attempted to place an order for a replacement device via Sprint.com on-line services; however, she was unable to place the device order since her online profile was locked due to a previous equipment Fraud on her accountFurthermore, Ms*** expressed her dissatisfaction with her account being assessed a $Account Spending Limit (ASL) fee per month, after she has established service with SprintMs*** requested that Sprint review these
matters and provide her with an amicable resolution
Sprint has reviewed Ms***’s complaintSprint confirmed that our Fraud Management group had previously investigated Ms***’s account and confirmed fraudulent activity occurred on the accountAs a result, the three unauthorized lines of services were terminated and all necessary adjustments have been applied to the account to negate the disputed charges on November 16, In addition, our Fraud Management group deleted Ms***’s account on-line profile
Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms***Furthermore, Ms***’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us in February Our system will electronically monitor and may interrupt her service when the account balance is not paid timelyA courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reachedIf a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a paymentOnce the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services may also be blocked
Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming chargesThese charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been receivedIf usage continually exceeds the minutes in the service plan, other options may need to be explored
Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programsCustomers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on recordIf recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account
We spoke with Ms*** on June 30, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms*** that we confirmed that she had spoken with Sprint on June 10, 2017, and was assisted with processing an upgrade as well as offered a one time courtesy adjustment of $to offset monthly recurring service charges reflected on her June billing statementMs*** confirmed that she has been provided with a satisfactory resolution by Sprint
We appreciate Ms*** taking time to provide details of her 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 Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
David H
Executive Services Analyst

November 10,
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 inquiry of ***
***This complaint was submitted to Sprint on October 26, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to address his concerns with regards to an sales promotionMr*** stated that in August 2016, he contacted Sprint to re-establish service with Sprint via Sprint’s $Winback programMr*** stated that he portphone numbers ending in ***, ***, *** and *** and registered each phone number in Sprint’s Winback programHowever, Mr*** stated that he has not received the $invoice credit, per lineTherefore, Mr*** requested that Sprint review these matters, respond and process a $adjustment to his account, for his four lines of service
Sprint has reviewed Mr***’s complaintOur records reflect that on August 23, 2016, Mr*** portand activated phone numbers ending in ***, ***, *** and *** via Sprint’s Winback programSprint’s Winback program provided former customers to reactivate their Sprint account by porting in their lines of serviceCustomers were required to enroll in Sprint’s Monthly Installment Billing or Lease programs, onlyAdditionally, customers’ were required to register each ported in line of service via our website www.sprint.com/saveand enter their unique promotion code within days of activationAs such, eligible customers will receive a $account credit within three billing cycles
Furthermore, our records reflect that on August 23, 2016, Mr*** purchased and activated two Samsung Galaxy SEdge devices with phone numbers ending in *** and *** via Sprint’s Monthly Installment Billing programAdditionally, our records reflect that on August 23, 2016, Mr*** purchased and activated two Samsung Galaxy Note devices with phone numbers ending in *** and *** via Sprint’s Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Also, our records reflect that on October 20, 2016, Mr*** exchanged his Samsung Galaxy Note devices associated with phone numbers ending in *** and *** and purchase two, Samsung Galaxy SEdge devices via Sprint’s Monthly Installment Billing program
During a series of conversations with Mr*** from October through November of 2016, we relayed the aforementioned information to himAdditionally, we confirmed that a total adjustment of $was applied to his account to offset two of his $Winback credits and will be reflected on his November invoiceFurthermore, two additional $Winback credits will be applied and reflected on his December invoiceTherefore, Sprint will have satisfied his eligibility to have received a total adjustment of $800, based on porting in his four lines of serviceMr*** has expressed his satisfaction regarding the resolution of his concerns
We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Mr***’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Mr***’s feedback
We apologize for any inconvenience we 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 a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

Tell us why here...June 13,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, Lori F*
Sprint Account xxxx
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of MsLori F* submitted on May 25, We appreciate your assistance in bringing our customer’s concerns to our attention
MsFiles’ filing expressed her dissatisfaction with the inability to receive a final billing statement from SprintMsF* stated that she contacted Sprint multiple times and have requested a final billing statement, without successMsF* requested that Sprint review this matter and provide her with a copy of her final billing statement
Sprint has reviewed MsFiles’ complaintAccording to our records on March and of 2017, MsF* ported-out her lines of service to another wireless service providerOur records further indicate on May 3, 2017, our Customer Care group mailed a copy of her final billing statement to her address on file; per her request
We spoke with MsF* on June 12, 2017, to discuss her concernsAt that time, we updated MsFiles’ billing address and mailed her April billing statementIn addition, our Finance team agreed to place day financial hold on MsFlies account, enabling her to remit a payment to satisfy her outstanding account balanceMsF* acknowledged the information that was provided to her
We regret any inconvenience that MsF* may have experienced while attempting to resolve her concernsIf MsF* has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services Department toll-free at 1-855-848-extI am available between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Douglas *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the above-referenced inquiry of MrDouglas ***. We appreciate your forwarding our customers’ concerns to our attention. In the inquiry, Mr*** stated he canceled his account after his contract was satisfied. He contacted our customer service department at the end of the month and was aware he had a balance to pay. Mr*** stated he was told his final payment was $150, but he received a collections notice for $397. Mr*** advised that he paid $and is disputing the remaining balance. As a result, he is requesting we review the matter. We reviewed Mr***’s account and confirmed his two lines of service ported to another provider on August 3, 2017, which canceled his account. His contract was satisfied, and he was not assessed a cancellation fee We confirmed Mr***’s billing cycle begins on the 1st of each month and ends on the last day of the month. Mr*** ported out days into his new billing cycle, and he was assessed the full service plan cost from August through August 31, 2017. When Mr*** contacted our customer service department prior to his porting out, the only balance due was the $from his July invoice, as his new invoice had not yet posted. Per our terms and conditions if a customer ports out in the middle of a billing cycle, we do not prorate the service plan cost. However, as a gesture of goodwill, we agreed to prorate Mr*** for the three days into his new billing cycle. Mr*** made a payment over the phone for the remaining balance. As a result, his account reflects a zero balance and is no longer in collections We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

[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,
*** ***

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12240537, *** *** Boost Mobile Inquiry Sprint Case 2265811
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Boost Mobile product. In her inquiry, Ms*** indicated that she was experiencing warranty issues with her device, and Boost Mobile was unable to assist her with her issues. She remitted a service payment on June 30, 2017, and she changed service providers on July 1, 2017. She requested a refund for her service payment; however, she was advised that service payments are non-refundable. As such, she requested additional assistance with this matter. During our initial conversation with Ms*** on July 25, 2017, we explained that all remitted service payments are non-refundable; however, in an effort to resolve her issue, we credited her friends account $as a resolution. Ms*** expressed her understanding and satisfaction with our resolution On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext5963. I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, Christopher *Executive Services Analyst

In Mr***’s filling; he stated that she paid the upgrade activation fees when she initially attempting to upgrade her devices at a Sprint store. As a result, he is requesting a credit be applied to his account to offset the charges reflected on his August invoice We regret
any possible misunderstanding that may have occurred regarding Mr***’s referenced account billing. We confirmed that the disputed charge is related to an Airave device that we have confirmed received. As a result, we applied adjustments for the disputed equipment charges billed We contacted Mr*** at the telephone number included in his inquiry and via email on September 13, 15, 18, and 25, 2017. A letter was also mailed to the address on file on September 18, Unfortunately, our attempts were unsuccessful, and Mr*** has not replied to our attempts to discuss the concerns reported to your office Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, we ask that Mr*** to contact us at the number provided below at his earliest convenience, in order to complete the authentication of her account and discuss his concerns

[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,
Andrew ***

April 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 of Mr
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** disputed charges assessed to his Sprint account for his two leased devices that he returned to the original point of sale after terminating his services with us due to unresolved billing concernsMr*** requested that we bring his account balance to zero
We regret the circumstances that led to Mr***’s decision to cancel his Sprint services, as well as any misunderstanding that may have occurred regarding the disputed equipment charges referenced in his inquiryOur records reflect that Mr*** established his Sprint account on November 26, 2016, with two lines of service for which he accepted two 24-month device lease agreements to be satisfied on October 26, Our records further reflect that his primary line of service was activated on our Unlimited Freedom at $per month and that his tablet line of service was activated on our 1GB Data Plan at $per month plus an additional $monthly data access chargeThose costs do not include other account options he selected or applicable taxes, surcharges, or regulatory fees, and we have been unable to identify any billing errors associated with his account based on his chosen rate plan and equipment options
Mr*** contacted our Customer Care department on January 25, 2017, and updated the rate plan associated with his tablet service to an unlimited plan at $per month but subsequently ported his primary mobile number from our network to another provider on March 4, As a result, his tablet’s rate plan charge increased to $per month as a result of being a stand-alone serviceMr*** contacted our Customer Care department on March 25, 2017, and cancelled his tablet service and accountAs a result of his terminating his services with us prior to the satisfaction of his two accepted device leases, we accelerated the remaining lease pay-off balances and assessed those charges to his account, pursuant to the terms of those agreements
During our April 7, 2017, conversation with Mr***, we explained the information outlined above and advised that, based on our review and his not returning his leased equipment to us, his account balance appears to be validMr*** stated that he returned his two devices to the original retail location but did not receive any receipt of documentation of that actionWe agreed to forward that information to the management team of the noted retail location for additional review and to follow up with him within the next few days
We received notification from our retail management team advising that, although Mr*** returned his referenced equipment to that location on April 3, 2017, he returned to the location on April 7, 2016, again took possession of the equipmentOn April 19, 2017, we followed up with Mr*** and advised him of our findingsBecause we were unable to identify any error on the part of Sprint related to his dispute, we respectfully declined his request and confirmed that the disputed $1,balance due reflected on his Sprint account is valid
We regret any inconvenience these matters may have caused Mr***, as well as the loss of his businessIf we can be of further assistance with this matter, or if he can provide documentation of his equipment return for our review within the next days, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

April 16,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: File *** Sprint Account XXXXX***, *** ***
Sprint Case ***
Dear Mr***:
We appreciate your assistance in bringing our customer’s
concern to our attentionWe are pleased to inform you that Ms***’s issue has been addressed
In her inquiry, Ms*** expressed dissatisfaction with her recent customer service experience
Ms*** states upon contacting our Customer Service department to inquire about obtaining an equipment upgrade, she was advised that her upgrade had been modified and that the matter would be reviewed; however, she not received assistanceMs*** is dissatisfied with her experience and as a result, she has requested that this matter be addressed
We contacted Ms*** on April 13, 2015, in an effort to discuss the matter in detailWe appreciate your taking the time to provide us with the details of your experience with Customer Service departmentWe advised Ms*** that we are continually striving to improve the quality of service provided to our customersWe value Ms***’s feedback and will utilize her input to improve our training and processesMs*** confirmed that she has since completed her upgrade via a third party location
We regret any inconvenience that this matter may have causedIf we can be of further assistance, we can be reached by calling the Executive & Regulatory Services Department toll-free at
###-###-####We are available Monday through Friday from a.mto p.m., Central Time
Sincerely,
*** *
*** *
Executive Services Analyst

March 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of Ms*** *** regarding her Sprint account, XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** disputed the charges reflected on her account for a wireless device she returned. She also expressed her dissatisfaction with not being able to resolve the matter after multiple contacts with Sprint. Therefore, she is requesting assistance We made several attempts to reach with Ms*** to discuss her concerns in detail; however, we have not been successful. Upon review of her account, we confirmed that credits totaling $were applied to Ms***’s account on March 6, 2017, to offset the equipment non-returned fee of $fee plus applicable taxes reflected on her invoice dated January 22, 2017. Therefore, we are confident that Ms***’s concerns have been resolved to her satisfaction with this resolution. We left a voicemail message advising Ms*** of his adjustment and we invited her to contact us directly if she has any questions regarding this concern. We regret any inconvenience that Ms*** may have experienced and her feedback will be used to improve the service we provide. If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-#### extension ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate Analyst //CEC

[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 am in acceptance of this offer I called this phone # attached ###-###-#### today 06/28/to speak with *** and give her my credit card info to take that agreed upon amount which is the bill minus the fees listed aboveI can make that payment in full on Friday July 1, and would like to set that up, I also need a lost or stolen hold on my sons phone which once this is handled I can do either with you all or customer serviceI am excited and appreciative that we were able to come to an agreement and that I will be able to maintain service with sprintPlease call me so we are able to get the details ironed out and payment set up***-*** is my phone # through you all, and I am out of work after 3pm easternThank you very much I also left a message to let you know I followed up with in the days
Regards,
*** ***