Sprint Corporation

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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, therefore, I am willing to withdraw my complaint under the condition of the followings after talking to the business (BOOST MOBILE): 1) The business gave me the credit ($50) as it promised when I transferred my account to Boost mobile on August 14th, 2016. 2) The business offered me a number (###-###-####) to call in order to solve my problems, when customer service is unreachable or unable to solve the issues I have, or unclear with the promotion/service I get. Also, I understand that Boost mobile is not a scam businessThe problem happens because the company is not offering the promotion (that is, the $credit) this month (September, 2016), yet the retailer did not give me the credit in time (in August,). Thanks so much for your help and I do appreciate your efforts to defend customers' right while promoting the quality of local businesses
Regards,
*** ***

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: The
above-referenced inquiry of Ms*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms*** expressed her dissatisfaction with her monthly Sprint billing increasing to an amount significantly higher than quoted to her when she recently added a new line of service to her existing account. She requested that her rate plan charges be adjusted to the amount presented at the point of sale We regret any possible misunderstanding that may have occurred regarding charges associated with the addition of Ms***’s referenced new line of service. We confirmed that her new line was activated with an individual plan instead of being added to her current shared rate plan as she may have intended and that, as a result, the charges reflected on her previous invoice are correct During our July 24, 2017, conversation with Ms***, we explained the information outlined above. At her request, we updated the rate plan for her new line of service to her existing shared plan effective July 24, 2017. We also applied a one-time $credit to her account to offset the cost difference between the inadvertently-added plan and her chosen plan for that line of service. Ms*** confirmed that her issue is satisfactorily addressed and resolved We appreciate Ms***’s taking time to provide details of her experience with our retail and 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 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 between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you **y 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,
*** **

[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,
*** ***

[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.Because the charges were removed this can be closed, please note that only local calls are made on the phone in question, I don't believe any calls were made that could have resulted in the charges
Regards,
*** ***

[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
Thank you,
*** ***

[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:
Took very long nut got refunded
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** A*** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** filed on behalf of the account holder, Ms*** *** submitted on June 20, We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, Mr*** stated that the account reflected a credit balance; however, his service was interrupted. Mr*** further stated that he had an unfavorable customer service experience while attempting to address his account concerns and requested to speak with Sprint’s Chief Executive Officer regarding his experience Sprint has reviewed Mr***’s complaintAs we discussed with Mr*** in June 2017, our records indicate that the prior credits issued to the account were applied towards the plan monthly recurring charges, and not the equipment charges assessed. As a result, the account reflected a past due balance for the equipment charges. Our records further indicate that the account experienced temporary service interruption for phone numbers ending in *** and ***, which was removed on June 19, 2017. In an effort to resolve this matter, on June 28, 2017, these credits were reallocated and applied to the past due equipment charges. As a courtesy, credits totaling $were applied to the account on June 19, 2017, and additional credits totaling $were applied on June 27, 2017. Unfortunately, due to scheduling constraints, our executives are not readily available to personally address customers’ concerns. However, they have established the Executive & Regulatory Services Department to address, resolve, and report these matters so that Sprint can provide the highest level of customer service We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review Sprint regrets any inconvenience this matter may have caused Mrand Ms***. If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christine GExecutive Services Analyst

September 16, 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. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** reports that the line ending in *** on her account being used by her cousinHer cousin took the device and turned it in while opening another account for herself. Ms*** was charged accelerated lease charges once the line was cancelled. Ms*** would like the lease charges removed from her account We spoke with Ms*** on September 15, and reviewed her accountWe were able in confirm that the lease charges were adjusted on her account on September 10, We informed Ms*** of her current total due amount. Ms*** confirmed that these actions resolve her concerns If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

April 17,
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
April 10, 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 account concernsMs*** expressed her dissatisfaction with additional lines of services and devices being ordered on her Sprint account, without her authorizationMs*** further stated that while Sprint has reviewed this matter and provided cancellation of the additional lines of services and adjustment of the erroneous charges; she expressed her concerns with the inability to receive additional compensation for the inconvenience this matter has caused herMs*** requested that Sprint review this matter and provide her with further compensation
Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on April 12, 2017, and advised her that our Fraud Management group has investigated the dispute in question and confirmed fraudulent activity occurred on the accountAs a result, the two unauthorized lines of services and one equipment purchase were terminated and all necessary adjustments have been applied to the account to negate the disputed charges on March 23, In addition, our Fraud Management group deleted Ms***’s account on-line profile
During our conversation, Ms*** confirmed that her account concerns were resolved; however, she remains dissatisfied by the additional compensation she requested and was offered did not reflect the inconvenience and specifically the value of her personal time spent pursuing account managementWhile Sprint sustains no further credit is due; in order to showcase our commitment to world class customer service and to provide closure for this matter, Sprint offered a one time courtesy adjustment of $to offset the monthly recurring charges reflected on her February billing statementMs*** accepted our offer and confirmed she is satisfied with the resolution provided
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care departmentWe 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 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

May 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account number xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with our Customer Service representatives. She stated that she made multiple failed attempts to get a final invoice from Sprint itemizing the balance of $ We spoke with Ms*** on May 8, 2017, and addressed her invoice request. We explained that there was a bill hold due return mail of previous invoices sent. To resolve this matter, I obtained Ms***’s updated addressed and sent out her March invoice with itemized billing. With this action, Ms*** stated that she considers her complaint to be resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Case ***, *** D*** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mrs*** ***, filed on behalf of the account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mrs*** expressed her dissatisfaction with our prior handling of her initial complaint. As a result, she is requesting that additional exceptions be made to accommodate her request to allow her to pay off all of her devices early, and still receive the free devices involved in our Buy One Get One promotion at no cost, with no further obligation As previously outlined, a review of our records reflects Mr*** has four month signed Installment Billing Agreements (IBA’s), one associated to each of account’s phone numbers. Accordingly, he is being billed a monthly corresponding installment charge per device. As part of our Buy One Get One Free (BOGO) promotion, two monthly service credits are being applied to offset the monthly cost of two of devices; however, the monthly IBAs for all lines participating in the BOGO promotional offer must remain active for the full length of the 24-month agreement to allow the respective BOGO credit to systematically apply. In the event that a line participating in a BOGO offer terminates an IBA or pays the IBA in full prior to fulfillment of the agreement, the BOGO promotion ceases to award During our past discussions with Mr***, we outlined our aforementioned findings. Mr*** expressed his dissatisfaction with the outlined information, stating that he believes he was verbally misinformed at the original point of sale. Although we were unable to identify a Sprint error in this matter, in an effort to resolve this matter amicably, we offered to cancel one of the four IBAs and issue an account credit to offset its accelerated payoff balance, contingent upon the corresponding line’s IBA being paid in full. Mr*** accepted our offer at that time, and Sprint considered the matter fully addressed and resolved. On August 14, 2017, we spoke with Mrand Mrs*** regarding this matter once again. While we regret their dissatisfaction with our prior handling, we explained that our position remains the same. As a result, we must respectfully decline their request for additional exceptions to be made regarding the noted billing and awarding of credits for their devices per the aforementioned terms of our BOGO device offers If we can be of further assistance, the ***s 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, Leslie *** Executive Services Analyst

[A default letter is provided here which indicates *our acceptance of the business's response. If *ou wish, *ou ma* update it before sending it.]
Revdex.com:
I have reviewed the response made b* the business in reference to complaint ID ***, and find that this resolution is not satisfactor* to me
To receive a credit for a service I no longer have and have no famil* or friends that I can transfer the credit to is NOT helpful to me and is the same as doing nothing
Regards,
*** ***-***

April 8,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case: ***, *** ***
Sprint Account xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the complaint of Mr*** *** submitted on
March 21, We apologize for any inconvenience Mr*** has experienced as a result of this matter and appreciate your assistance in bringing our customer's concern to our attention
According to the information provided, Mr*** expressed his dissatisfaction with being quoted a specific monthly service charge of $per month for the four lines of service on his accountHowever, his monthly charges have exceeded the above quoted amountMr*** requested that Sprint review this matter and honor the rate plan that was provided to him
Sprint has reviewed Mr***'s accountAccording to our records, phone lines ending in ***, ***, ***, and *** are associated with a two-year Service AgreementOur records show on March 16, 2016, the rate plan was updated to the Family Unlimited Talk/Text/Data planAs a result, Mr***'s account would be subjected to the $Subsidized Phone charge per lineIn accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, www.sprint.com, we clearly and conspicuously disclosed the Subsidized Phone charge as a part of the purchase processThe Subsidized Phone charge is waived only on devices that are purchased on Lease or on Monthly Installment optionsAs a result, Mr***'s monthly service charges would exceed the $per month quoted amount
In an effort to resolve the matter, on April 2, 2016, Mr*** was offered to update his existing rate plan to the Family Shared Pack plan, which would include waiver of the Subsidized Phone charges and Access Fees waiversTherefore, his monthly service charges would approximately be $per month before applicable taxes and feesMr*** accepted our offer and was satisfied with our resolutionThis rate plan will become effective on his next billing cycle
We appreciate Mr*** for taking the time to provide us with the details of his experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processes
If we can be of any further assistance, Mr*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central Time
Sincerely,
Robert M
Executive Services Analyst

May 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 the information provided, Ms*** described unfavorable customer experiences with our Customer Care representatives when she attempted to resolve the delay in shipping her equipment order. Ms*** stated that she paid for overnight shipping with an expected delivery on the next day, as promised to her by a Sprint Telesales representative. However, Ms*** stated that the equipment order was not delivered until two days after she ordered her device. Ms*** requested a credit be applied to her account for the misinformation provided to her and missed work waiting for the initial overnight delivery We regret the delay in delivering Ms***’s ordered device. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the service or products we provide. Our records reflect that Ms*** established new service with our Telesales group on April 24, 2017, for two lines of service with a 2-day shipping order for the devices. Our records reflect that Ms*** received the delivery of her devices on April 26, 2017. During our May 10, 2017, conversation with Ms***, we explained the information outlined above. While our records do not reflect any error on our part regarding the delivery of her equipment, in an effort to demonstrate our commitment to excellence, we agreed to apply courtesy credits totaling $to her account to offset the 2-day shipping fee, and one month of the monthly recurring charge for service under our Unlimited Freedom rate plan. Ms*** expressed her satisfaction with our resolution We regret any frustration this matter may have caused Ms*** but are pleased that we were able to resolve her reported concern amicably. If we can be of further assistance with this issue, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda WExecutive Services Analyst

January 26,
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, Ms*** advised that we are not honoring promotional pricing offered to him in December Mr*** requested that we honor the pricing offered to him and remove any contractual obligation from his account
We regret any misunderstanding that may have occurred regarding Mr***’s Sprint billing or any promotional offer presented to himOur records reflect that Mr*** established his Sprint account with one line of service on November 26, 2016, and that he purchased a device with a 24-month installment billing purchase agreement at that timeSubsequently, Mr*** contacted our Customer Care department on December 19, 2016, to arrange for the return of that device, and we sent a kit to him to facilitate that return
Our records further reflect that Mr*** added a second line of service to his account on December 24, 2016, and purchased another device with a 24-month installment billing purchase agreement but that he contacted our Customer Care department on January 12, 2017, to cancel that line of serviceHe advised that he would be keeping the device associated with the line of serviceWe cancelled his second line of service as requested that day, and received a port-out notification for his initial line of service on January 16, As a result of that port out, Mr***’s Sprint account was closed
We verified that Mr***’s returned device was received in our warehouse on January 4, However, charges totaling $were assessed to his account for his second device due to the cancellation of his services prior to the satisfaction of the corresponding installment billing agreement, pursuant to the terms of that agreementThose charges will be reflected on his February invoice
During our January 24, 2017, conversation with Mr***, we explained the information outlined aboveWe also advised Mr*** that we are unable to identify any error on the part of Sprint related to his billing or that we have not met the terms of any promotional offers presented to himMr*** indicated his understanding of our response and agreed to follow up with us if he has any questions regarding his account after he receives his February invoice
We regret any inconvenience this matter may have caused, as well as the loss of Mr***’s businessIf we can be of further assistance with these concerns, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

June 1, 2017 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she agreed to pay the lease commitment balance on her device. However, she was charged a $Early Termination Fee in addition to the lease cancellation charges. She stated that she has not received the credit in 3-business days as promisedShe also stated she was billed prorated charges in the course of restoring the cancelled subscription. Ms*** requested that the $and prorated charges be credited In our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com and we have not deviated from the published information. 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. Upon review of Ms***’s account, our records reflect that in the course of restoring the cancelled service on phone number ending ***, a $Early Termination Fee was generated in error on April 4, 2017. The amount later billed on her April 25, invoice after the phone number ported outSubsequently, On May 24, 2017, we credited ETF that was inadvertently billed to Ms***’s accountAs a result, the account is open and reflects a balance due of $3.96. Further, due to her resuming her account her monthly service charges were prorated. We spoke with Ms*** May 24, 2017, and provided her with the above information. Ms*** confirmed understanding and issue resolution We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time. Sincerely, Beatrice RExecutive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance reflected on her Sprint accountShe cited
that her device issues remained unresolved and that she was given incorrect information about the Seasonal Standby plan prior to canceling her serviceShe requested that we credit the balance and remove any negative information associated with her previous Sprint account
We appreciate Ms***’s taking the time to provide us with details regarding her recent experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff
We regret any miscommunication that may have occurred regarding the stipulations of the Seasonal Standby planThis plan enables customers to have their services suspended for up to six months and pay a monthly recurring charge of $per month, plus taxes, surcharges and fees and their Account Spending Limit Program charge, if applicableThe Service Agreement is also suspended while the line of service is configured with the Seasonal Standby plan; therefore, because the Seasonal Standby plan was active from September 10, 2010, until November 10, 2010, Ms***’s service agreement fulfillment date was extended from October 2010, to December 30,
Ms*** indicated her understanding of our explanation but reiterated that the guidelines and policy for the Seasonal Standby plan were not properly explained to her prior to changing her plan or when she requested to cancel serviceTherefore, due to any miscommunication that may have been provided to her, we applied a $credit to her account to offset the Early Termination Fee, late fees, applicable taxes, regulatory charges and surchargesAs a result, Ms***’s account is now in canceled status with a zero balance, and no additional payment will be due
In addition, we contacted the third-party collections agency and requested that further collection efforts on this account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days for completion of this process
We are pleased to inform you that Ms*** is satisfied with our resolutionIf we can be of further assistance regarding these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extI am available Monday through Friday between 8:a.mand 5:p.m., Central Time
Sincerely,
*** *
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] The provide of services, Sprint, had a representative contact me by phoneShe was rude and her tone and verbal behavior reflected a distinct level of displaced aggression. She told me she was going to record our conversation. I told her I did not mind but I would do the sameShe said "no" I do not authorize you to record our conversationSo, there was an impasse and she ended the discussion. I did not request my services to increase from $to $per line for super data. As is, we only use about 15% of the data allocated under our contract. If anything, I wanted to discuss a reduction in rate to match T-MobileBut conversation with Spring representative was not allowed in equal terms
Complaint: ***
I am rejecting this response because:
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: Regards,*** ***,*** S: Thank you for waiting.*** S: So as promised to you under promotion you will get all benefits of 281.xx instant discount, 19.xx per month with the discount and 100.xx discount that all you will receive in - billing cycles Why is this sprint employee *** Stelling me that I am getting all of this and this *** *** from the executive offices keeps insisting that I will not? I have the entire chat transcript if you need it tell me where to send it and I willWhat *** Shas said is the lease that I signed up for, with the discountsSprint Employee *** *** seems to have a lot of misinformationwell hope this helps and if you need anything just let me knowThanks and have a great dayI am CC: this to my Attorney in this matter as wellThanks AgainLj***