Sprint Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do not however, acknowledge that I "misunderstood" what the sales rep told me
Regards,
*** ***

Tell us why here...June 16,
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 May 24, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms***’s filing expressed her dissatisfaction with the inability to receive the iPhone GB Trapromotional offerIn addition, Ms*** advised that she has not received the Visa Reward Cards, after participating in Sprint’s Contract Buyout Promotional offer and providing her final billing statement from her previous wireless provider to our retail locationAs a result, Ms*** requested that Sprint review this matter
According to our records, on February 26, 2017, Ms*** portphone line ending in *** and activated an iPhone 32GB device via Sprint’s Leasing program during the $iPhone 32GB Trapromotion
Please note for a limited time, a promotional offer was available from February 17, 2017, through March 16, 2017, for a $iPhone 32GB with Eligible Trapromotional offerCustomers can receive an iPhone 32GB device with eligible device trade-in, upon activating or purchasing an iPhone 32GB device via Lease or Monthly Installment Billing programsCustomers must own their device, cannot be associated with a Lease or open Installment Billing AgreementsFurthermore, the credit will award on the bill within one to two billing cycles
Based on our account review, we confirmed that Ms*** trada Samsung Galaxy Sdevice when she purchased her iPhone device during the promotionPlease note, Samsung Galaxy Sdevice was not eligible for the promotionTherefore, Ms*** has not received the promotional lease credit associated with phone line ending in ***
Upon further review, Ms*** established services with Sprint on February 26, At that time, she portphone lines ending in ***, *** and ***
We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday
Please be advised that phone lines ending in ***, *** and *** are qualified for the Contract Buyout promotional offer, which requires Ms*** to trathe devices associated with his previous wireless service provider in exchange to receive buyback creditsBased on our account review, we are confirmed that Ms*** tradher devices from his previous wireless service provider to Sprint
To satisfactorily resolve this matter, we contacted Ms*** on June 12, 2017, regarding her concerns and requested an itemized copy of her final invoice that reflects the termination charges associated with phone line ending in ***, *** and ***In addition, on June 15, 2017, we applied a total adjustment of $to her account to offset the promotional lease credit associated with phone line ending in ***
We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matterIf Ms*** has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

July 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*** expressed dissatisfaction with the level of customer service that she received while trying to resolve a network issue, stating she has not received a return cal. Ms*** stated that the voice quality has been terrible, and she contacted our customer care department who advised her to upgrade her device. However, upon activating a new phone, the voice quality has not gotten better. As a result, Ms*** is requesting that we resolve the issue, and credits towards her bill To resolve this matter, we opened a ticket, and sent it to our engineers for further assistance. Ms*** was contacted by our engineers on July 6, 2017, and was walked through troubleshooting steps. In appreciation of her patience while this matter was being resolved, an adjustment of $was applied to her account, equal to two monthly service charges During our July 6, 2017, conversation with Ms***, we explained the information outlined above. Ms*** reiterated her dissatisfaction, stating she has been trying to get this resolved for a long period of time, and asked to be credit for three months of serviceTo demonstrate our commitment to excellence, we agreed to adjust her next month’s invoiceMs*** thanked us for our help We appreciate Ms*** for taking the time to provide us with her experiences with our Sprint Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

Sharon R help me reset my pin number and my security question so no one could try to change my planShe gave me a free days trial of Amazon Prime im very thankful that she did that as a Goodwill because this has happened to meShe went out of her way to call and respond to my text about the issueAnd anything else that I need so I say Thanks.
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
There is no need to continue with our discussions concerning the options givenI am appreciative of the extended options as the person with the *** number was just deployed out to seaI will do my best to comply but if unable in days I am still responsible for the error made by Sprint when ownership was transferredEven now I still pay $monthly for a lease I no longer have or own
Regards,
*** ***

January 27, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr*** ***. We appreciate the opportunity to
address his account concerns According to the information provided, Mr*** states that he has sastified the lease agreement on two of his wireless devices; however, he has been unable to receive a return label from Sprint to facilitate the return of his equipmentAs a result, he is requesting that Sprint send him a return label and credit his account for the disputed charges We apologize to Mr*** for any inconvenience this matter may have caused himDuring our discussion with Mr*** on January 17, 2017, he confirmed that he has received the return labels and returned the phonesAfter the equipment is received in our warehouse, we will apply a credit to his account to offset the disputed charges. The above-referenced account will remain in “escalated status” with our office until February 2, 2017, to allow sufficient time for the equipment to be received in our warehouse. Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured”. Feedback, such as his, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance regarding this matter, he can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday between 7:a.mand 4:p.m., Central Time Sincerely, *** *** Executive Services Analyst

December 20, 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 has been forwarded to our office for review. We appreciate your assistance in bringing our cus***ers’ concern to our attention According to the information received, Mr*** stated that he was misinformed on service plan pricing. He stated that he is paying higher than the amount he was quoted at the point of sale. As a result, he is requesting that his rate plan be at the offer that he stated was presented at the point of sale We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our cus***ers with regard to the services we are able to provide. In our effort to provide clear communication about 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. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. Sprint has reviewed Mr***’ account and apologizes for his frustration regarding this matter. We regret any miscommunication that may have occurred regarding the device upgrades and plan pricing. As a courtesy, we have changed the plan on Mr***’ account per his request and waived the device charges for one of the two units that Mr*** upgraded to on his accountFurther, we have provided a one time $credit to his account for the billed charges in disputeMr*** confirmed that this resolved his issue We regret any inconvenience these matters may have caused. If I can be of further assistance with this matter, Mr*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on December 9, 2016. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms*** expressed her dissatisfaction with her account being assessed an Early Termination Fee, after she cancelled service and returned the device to Sprint’s Returns warehouse. Ms*** requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on January 6, 2017, and discussed her account concerns. At that time, we advised Ms*** that we would review this matter and follwith her accordingly Our records indicate that Ms*** upgraded the device associated with phone line ending in *** and purchased a device at discounted pricing exchange for a two-year Service Agreement on October 8, 2016. Furthermore, Ms*** cancelled her account on November 22, 2016, and her account was assessed an Early Termination Fee of $plus applicable taxes. On January 6, 2017, we confirmed that our Returns warehouse received Ms*** device; therefore, we applied an adjustment of $to her account to offset the Early Termination Fee plus applicable taxes as reflected on the November billing statement. Presently, Ms***’ account is cancelled with a zero balance We attempted to follwith Ms***’ via phone and email on January and of 2017, to relay the aforementioned resolution to her. Unfortunately, we were unable to reach her directlyShould Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We apologize for any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached at 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

[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: I have replied to LaToyas email twice and still have not received a response from her I'm asking for the amount of credit to also include taxes Because they will not give me the credit monthly, which would also reduce taxes, I would like this reflected It's simply ridiculous that they don't respond to emails they sent and I replied to It's ridiculous my account is messed up through no fault of mine but I can't get my bill corrected monthly then I have to pay taxes and fees on their errors Please update this so you can fix my account It's been over four months and is unacceptable
Regards,
*** ***

November 11, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint *** Account ***, *** *** Case *** To Whom It May
Concern: On October 28, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** is disputing the $end of lease purchase option charge for her phone, stating that it was to be waived due to the issues she was experiencing with her devices. Ms*** also expressed her dissatisfaction with the level of service received from Sprint while attempting to resolve her concerns. We appreciate your assistance in bringing Ms***’s concerns to our attention We appreciate Ms*** taking the time to provide us with the details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Our Sprint Lease program is an industry-first 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 *** We regret any confusion regarding the end of lease purchase option. On November 1, 2016, we contacted Ms*** to discuss her concerns in detail. When Ms*** signed the lease agreement, it detailed the monthly lease payments and the purchase option at the end of the lease term. Although we maintain the lease device purchase amount is valid, we applied a one-time credit in the amount of $to Ms***’s account to offset this charge in full in an effort to resolve this matter If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ####. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

[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:(1) Sprint had admitted that there are towers issues and there was no timelines given when these towers will be repairedNo actual resolution in hereIn addition, I was told by Sprint's rep that they repair crew has no access to the towers as the builidngs where these towers installed don't permit them access(2) No service interruption credit is warranted! Sprint admitted that I am experiencing these dropped calls issues and slow internet connection meanwhile credit is not warranted, how can this be?(3) Until today's date, I am still having the same reported issues in regard to slow data connection and dropped calls
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:I own the phone that you are saying I am leasingI have receipts, but all tremors to give these to your offices have been deniedIt is NOT the customers responsibility to port numbersIt is the responsibility of the phone carrier to port themAccording to Verizon, all numbers were ported in AugustAccording to Sprinit they weren’tWho am I to believeAgain NOT the customers responsibility to port numbersI will not pay the above mentioned charges because I own the phone in question and have never leased itThe only phone leased on my account was the phone.
Regards,
*** ***

Sprint is in receipt of the above-referenced inquiry of Ms*** *** submitted on June 28, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** filing expressed her dissatisfaction with the level
of service she received from our Customer Care group while attempting to resolve her account concerns. Ms*** further expressed her dissatisfaction with being assessed monthly lease charges, after she returned her device to SprintMs*** requested that we thoroughly review this matter and adjust her account accordingly We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms*** feedback and her concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Ms*** complaint. According to our records, on February 22, 2015, Ms*** established a 12-month Lease Agreement associated with phone line ending in Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.sprint.com/lease Further, our records indicate on March 21, 2016, Sprint mailed Ms*** a return kit to facilitate the return of the device associated with her original Lease Agreement. On June 27, 2016, we confirmed that the device was received at the Sprint’s warehouse on April 11, 2016. As such, on June 27, 2016, we cancelled the Lease Agreement and waived the associated Lease cancellation charges. Additionally, we applied an adjustment of $to the account to offset the monthly lease charges as reflected on the April through June invoices We received email communication from Ms*** on July 5, 2016, and she confirmed her account concerns were resolved and did not require further assistance. We apologize for any inconvenience this matter may have caused Ms*** If we can be of further assistance, Ms*** can contact our office toll free at ###-###-#### Ext***. I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time

July 22, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
Sprint Case *** Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms*** ***, submitted on July 7, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that there was an unauthorized plan change on her line ending in ***, which resulted in overage charges to her billMs*** is requesting that her original price plan be placed back on the line. She also seeks credit for the overage charges We spoke with Ms*** on July 12, 15, and 19, 2016, regarding her disputeShe advised that she never requested the removal of the Framily plan that included unlimited text and dataWe confirmed that Ms*** was placed back on the correct plan and also confirmed that a portion of the overage charges totaling $were credited. As a means to provide an amicable resolution and to bring closure to this concern, we issued an additional credit in the amount of $136.43, totaling a credit of $for the overage charges incurredMs*** expressed satisfaction with the actions taken We appreciate Ms*** for taking the time to provide us with details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If I may be of further assistance regarding this matter, Ms*** can reached me by calling the 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 Tell us why here

July 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** disputed the length of time taken for us to honor the terms of our recently-offered contract buyout promotion, advising that she has contacted us for six months to have that matter resolved but that we have not provided the offered reimbursement. She also disputed an equipment insurance deductible reflected on her Sprint account about which she has no knowledge. She requested that we provide the promotional reimbursement, remove the disputed billing, and cancel her services without any further charges. We regret any misunderstanding that may have occurred regarding our referenced promotion, which offers qualifying customers who port their mobile number(s) to Sprint from specific carriers reimbursement of final service and/or equipment charges of up to $per line via a prepaid reward card, less any device travalue provided at the point of sale, after online registration and new service activation. Customers must complete a buyback or traof their current working equipment from their previous providers, in good condition, provide a copy of their final bill, and register for the promotion on our website. Eligible charges include Early Termination Fees or equipment installment balances; however, taxes, surcharges, service plan charges, usage charges, and late payment fees are not included. Further information related to the promotion is available for review on our website at www.sprint.com/joinsprint We spoke with Mr*** ***, an authorized user on the account, on July 10, 2017, and explained the information outlined above. He confirmed that Ms*** has already received her promotional gift cardsHe verified receipt of the promotional cards and confirmed that this resolved their inquiry and that no further assistance is required. We also explained to Mr*** that we were unable to identify any error on the part of Sprint related to Ms***’s equipment billing dispute, as we have no record of any outside device charges associated with her Sprint account. As such, we respectfully declined Mr***’s credit request. Further, we informed Mr*** that, if he and Ms*** elect to cancel their Sprint services prior to fulfillment of their active device lease agreements, we would assess accelerated device charges, pursuant to the terms of those agreements, and that those charges would be considered valid Mr*** indicated that he understood the information provided. He also expressed his satisfaction with our response. We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Ms*** and Mr*** can contact me directly 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

July 13, 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 from Ms*** ***, on behalf of the account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that on June 3, 2017, she ported out two of her numbers and the Sprint app indicated the cost to purchase the devices would be $each with no other charges listedShe stated that after she ported out the two numbers, she discovered that she was billed for Lease Cancellation Fees. She stated that she contacted our Customer Care department and was advised that if she returned to Sprint, we would resume her service and the lease agreements would remain the same; however, she no longer has the devices. As a result, she is requesting that the lease cancellation fees be waived Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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. Our research shows that upon Ms*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed copies of her lease agreement which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of lease agreement Our records reflect that Ms*** ported out the numbers ending in ***, and ***, on June 3, 2017, prior to the satisfaction date of her lease agreement. Accordingly, Lease Cancellation Fees totaling $were assessed to the account. We sustain that the Lease Cancelation Fees are valid charges We spoke to Ms*** on July 7, 2017, and provided her with the above-referenced information. We advised her that to in order to waive the Lease Cancellation Fees, we would require that she return the devices; however, she no longer has possession of them. In an effort to reach an amicable resolution, we offered a one-time $account courtesy credit. Ms*** stated she would consider the offer and contact us back. This offer is valid for days from the date of this letter We appreciate Ms*** for 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 her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance with this matter, 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

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received while trying to resolve a promotional offer from Sam’s Club to receive a $credit and a $monthly credit for the purchase of a Samsung Galaxy on a 24-month installment agreement We reviewed our records and found that on June 23, 2017, our escalation team was in contact with Ms***The current Unlimited Freedom plan is not compatible with the $monthly credit when he upgraded to a new lease or installment agreementOur records reflect that a credit of $was applied to the account and that we subsequently applied an addition credit of $to the account on July 4, The combination of the two credits were applied to address the Sam’s Club $promotion and the $monthly credit for the purchase of a Samsung Galaxy Son a 24-month instalment agreement We have attempted to reach Mr*** at the daytime phone number ending in and by e-mail at ***, as provided in his complaint. We attempt contact on June 29, and July 11, We did speak with him brifly on July 13, 2017, and during our conversaton he reqeusted a follow up on July 14, We made two contact attemtps on July 14, 2017, unfortunately, we have been unable to reach Mr*** If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst

June 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Boost Mobile Inquiry Sprint Case ***
To Whom It *** Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Boost Mobile productIn her complaint, Ms*** advised that she has made multiple payments on her account and believes she has overpaid. In addition, she had an unsatisfactory experience while dealing with our Customer Care department. As such, Ms*** requested a refund for her overpayment and for us to review her call to our Customer Care department We appreciate Ms*** taking the time to share her feedback regarding her recent customer service experiences. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback, and that we have monitored the call in question and her concerns have been forwarded to the appropriate managerial staff for further review During our initial conversation with Ms*** on June 8, 2016, we verified that she is now on the correct Family Plan and is currently being charged correctly for her monthly recurring charge of $with automatic payments. Furthermore, we identified she made payments from *** 26, through June 2, totaling $183. Due to proration and merging of the accounts for our Family Plan, we identified and applied a $credit to her account. We confirmed with Ms*** on June 15, 2016, that her issue is fully resolved, and she expressed her satisfaction with our resolution On behalf of Sprint, I regret any inconvenience Ms*** *** 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 ###-###-####, ext***I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, Christopher HExecutive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Tue, Jul 5, at 5:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: info@***Hello,I reached a resolution
with Sprint yesterdayPlease close this complaint as I am satisfied with the resolution.Best,***

*** 25, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she was advised at the point of sale that her monthly service charges for both of her subscriptions would be $a month, $monthly equipment charge, and $for Total Equipment Protection on each device, plus taxes and surcharges. She stated that she received her first invoice for $160. As a result, she is requesting that allow her to cancel the account with no penalty Upon activation of service, Ms*** was provided with a clear disclosure of her monthly recurring charges, equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her account. During our conversation with Ms*** on *** 21, 2017, we advised her of the above information. In addition, we confirmed that Unlimited Freedom Plan promotion she subscribes to is $a month and she receives a $discount on each subscription reducing the cost to $plus taxes and surcharges for two subscriptionsAdditionally, we advised her that although we did not identify any billing errors in an effort to resolve her concerns we agreed to apply a courtesy credit of $to offset the disputed $monthly cost over the course of the 24-month installment agreementShe accepted the offer and is satisfied with the resolution We regret any inconvenience that this matter may have caused. If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias TExecutive Services Analyst