Sprint Corporation

July 27,
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 Ms*** *** regarding Sprint account XXXXX***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 subsequent inquiry, Ms*** stated that she received only one voice mail message and was unable to understand the contact information that was included in that message
Pursuant to our July 14, 2017, response to your agency, we attempted to contact Ms*** via phone and e-mail on July 11, July and July 13, 2017, without successOur attempts to speak with Ms*** verbally on July 21, July and July 26, 2017, were also unsuccessful; however, she contacted us via return e-mail on July 26, 2017, and requested that we work with her to resolve her concerns in writing
We respect Ms***’s requestHowever, due to the nature of her reported concerns, we will need to speak with her directly in order to obtain her account security information and additional details that will aid in our investigationSprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the accountAs such, we must first speak with Ms*** and have her provide the aforementioned security information before we can discuss the account or assist with the concerns raised in her inquiry
We appreciate Ms*** taking time to provide details of her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We believe that we can fully address Ms***’s reported concerns, and we look forward to having the opportunity to do soMs*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central TimeHowever, I will be out of the office on Friday, July and July 31, 2017, but will resume business hours on Tuesday, August 1,
Sincerely,
Tiffany G
Executive Services Analyst

December 31,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms
*** ***We appreciate your assistance in bringing our customers’ account concerns to our attention
In the information provided, Ms*** claimed that she continues to have billing issues with Sprint, citing, most recently, being billed the $Term Access and $Phone Access charges per phone lineShe requested assistance from your office to have these charges waived
Sprint’s Marketing Department works diligently to ensure that the information included on our web site and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint serviceWe 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 services we are able to provide
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
We spoke with Ms*** on December and 31, 2015, regarding her disputed charges
In an effort to resolve this matter, we updated Ms***'s rate plan to waive the $Term Access charge for the remaining months on the active service agreementsFurther, we agreed to waive the $Phone and $Data Access charges on the four phone lines, as long as she remains on our $40GB Family Data Shared rate planFurther, we applied credits totaling $to rerate the November and December invoices with the waiver of the disputed chargesMs*** expressed her satisfaction with our resolution
We regret any inconvenience these matters may have causedIf you have any questions regarding these concerns, you or Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

Date Sent: 2/21/2:51:PMComplaint: *** the company has already taken care of my complaint and this case can be closedRegards,*** ***

Executive & Regulatory Services P.OBox Irving, TX May 31, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he accepted the Unlimited Freedom promotional service plan that charged $for the first four lines of service and a zero monthly service charge for the remaining three lines of service. Mr*** further stated that the monthly service charges reflected on his subsequent monthly invoice do not reflect the promotional offer. He has requested that we honor the promotional offer We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. After a review of our records, we have confirmed that the promotion monthly service plan outlined in Mr***’s inquiry is reflecting correctly on his monthly invoice. However, the associated promotional credits are not awarding because Mr*** is not enrolled in our auto pay option. During our May 30, 2017, conversation with Mr***, he agreed to enroll in the auto pay option. As a courtesy, we applied a $credit to his account to offset a portion of his service charges. While Mr*** remains enrolled in the auto pay option, his monthly service charges will total $before taxes, surcharges, applicable fees, or additional charges If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

April 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advises that she contacted our Customer Care Department after she ported her numbers to obtain the amount of the final bill, including cancellation charges. She further advises that she was not informed by our representative that her account would be assessed a $lease cancellation charge for each line. Therefore, she is requesting that we review this matter, and apply a $credit to her account After a review or our records and the call dated April 4, 2016, we confirmed that the lease cancellation charges totaling $were not communicated to Ms***. As a result, we applied credits to her account to offset these charges. We advised Ms*** on April 28, 2016, that with these credits, her final balance is now $621.56. She is satisfied with the resolution We appreciate Ms*** for taking time to provide details of her experience with our Customer Care representative. 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 Ms*** may have experienced as a result of this matter. If she needs further assistance, she can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

November 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** states that on October 15, 2016, she purchased a device and by October 17, 2016, the device was brokenShe returned to the point-of-sale within the 14-day Satisfaction Guarantee trial period, but she indicates that she was told to file an insurance claim with AsurionMs*** then called Sprint to process the claim and after several attempts, the claim was not processed; therefore, she requested to cancel the accountMs*** states that she was again told to return to the store to cancel her serviceShe indicates that she called the store prior to going, and was told that should she cancel her service, she would be subject to a $1,cancelation chargeMs*** is dissatisfied with the level of customer service she has received regarding this matter, and as a result, she is requesting that Sprint accept the return of her device, and allow her to cancel her service without any additional cancelation fees We regret any misunderstanding that may have occurred regarding this issueWe communicated with Ms*** on October 19, 2016, and during our discussion, we confirmed that that the device was damaged by a user on the account and that she was able to file a claim with Asurion. The device was scheduled to arrive on October 20, 2016. We apologized to Ms*** for her dissatisfaction with the level of customer service she received. In an effort to reach an amicable resolution, we suggested that she decline the shipment of the device from Asurion, and in turn, we canceled the existing installment billing agreement for the line of service ending in ***. Once the agreement canceled, despite the device being damaged, we credited the $installment billing accelerated charge. We also informed her that we reset the eligibility on the line of service referenced above to allow her to order the device that she wants. Ms*** agreed to return the device and to the device upgrade eligibility on the line in question to be reset In addition to the goodwill actions outlined above, Ms*** requested that Sprint also waive two monthly service charges totaling $due to her dissatisfaction of the level of customer service she experienced. We respectfully declined this request as Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that an adjustment or waiver of two monthly service charges is warranted. However, in an attempt to fully resolve this matter for a customer of almost years, and to bring ultimate closure to this matter, we offered to apply a one-time credit to offset the monthly service charges for two lines of service on her account for two months for a total $credit. Ms*** accepted this offer and the account credit was applied on October 21, She understands she is responsible for all other charges, including installment billing and lease charges, mobile Hot Spot charges, taxes, surcharges and feesFurthermore, we sent a return kit to the confirmed address on file to facilitate the return of the defective device for the *** line of service, at no cost to herMs*** is satisfied. As such, Sprint considers this matter fully addressed and resolved; consequently, no additional account credit will be applied We regret any inconvenience Ms*** may have experienced while attempting to resolve her equipment concerns. Should there be any additional questions or concerns regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mto 3:p.m., Central TimeSincerely, *** MExecutive Services Analyst /bf

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It
May Concern, Sprint is in receipt of the above-referenced complaint of *** ***, submitted on July 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction and requested clarification with her account being assessed the $per month Account Spending Limit (ASL) feeMs*** stated that she was not informed of the chargeMs*** requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’s complaint. 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. Our system will electronically monitor and may interrupt her service when the account balance is not paid timely. A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached. If 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 payment. Once 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 charges. These 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 received. If 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 programs. Ms*** can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to her My Sprint account, or may contact our Customer Care department by dialing *from her Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to her address on record. If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the Ms***’s account We spoke with Ms*** on August 14, 2017, and relayed the aforementioned information. During our discussion, we offered to enroll her account in our Automatic Payment and Electronic Billing (e-Bill) program; however, Mr*** declined our optionsAdditionally, we advised Ms*** that upon establishing her account with Sprint, we obtained information during her credit evaluation, resulting her account to established with an Account Spending Limit (ASL), which is a limit that we place on the amount of unpaid charges a customer can accumulate on the account, regardless of when payment on those charges are due. We reserve the right to determine which charges count toward the Account Spending Limit fee. In addition, to resolve this matter, on August 14, 2017, we offered to apply a one-time adjustment of $to her account to offset the $ASL fee plus applicable taxes $for six months of ASL and $courtesy adjustment to retain the accountMs*** accepted our offer and did not require further assistance We regret any inconvenience that this matter caused Ms***. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account xxxxx*** 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' concern to our attention. According to the information provided, Ms*** is requesting Sprint to unlock her iPhone device. She states that the device was paid in full; however, her device remains locked. As a result, she is seeking assistance with this matter Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days We have confirmed that Ms*** iPhone device associated with phone number ending in *** is eligible for SIM unlocking. Please be advised that we spoke with Ms*** and advised her that SIM unlocking was transmitted to her device We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com Complaint *** Account XXXXX***, *** *** 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 attention In the information provided, Mr*** outlines billing concerns associated with his account including a cancellation fee for a device that was returned in store on July 7, 2017. Mr*** reports that he has attempted to address this issue on multiple occasions; however, his concern remains unresolved. Mr*** is requesting that these issues be reviewed and cancellation fee for the device that was previously returned be removed. We regret any inconvenience the account concerns referenced in the inquiry may have caused. During our conversation with Mr*** on July 25, 2017, we reviewed the store interactions that took place on July 7, 2017. He returned multiple devices that were under Lease agreements. Mr***’s line was ported out on July 2017. This device was under a two-year Service Agreement. Our records reflect that he upgraded in July to the iPhone SE Gray 16GB. Mr*** claims he never upgraded and has been using the same device, an iPhone 5S, for the past four years. On his July invoice, Mr*** was assessed an Early Termination Fee (remaining contract balance) which caused an increase in his bill. Given Mr***’s year account history and to ensure customer satisfaction we agreed to waive the Early Termination Fee as we were able to confirm receipt of iPhone SE device in store. We have applied the adjustments and confirmed that the Early Termination Fee has been removed. Mr*** confirmed that his issues have been addressed and resolved to his satisfaction We appreciate Mr*** taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tracey 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:As I stated before Sprint had breached the contract promising me in Fall that I will get the same promotion this yearAll the conversations with their analysts do mot bring to the resolution of my complaint
Regards,
Irina S***

[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 18, 2017 Kansas City Revdex.com Ward Pkwy, 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 17, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed her dissatisfaction with the lack of coverage in his home service area of Hartland, WI. As a result, he returned his device within Sprint’s day Satisfaction Guarantee return period. However, Mr*** believes that he is due a refund for the Activation Fee and restocking feeTherefore, Mr*** requested that Sprint review this matter and process a refund to him accordingly Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on July 3, 2017, to discuss the details of his complaintAt that time, we advised him that his concerns would be reviewed and we would follwith her accordingly We regret that the coverage at Mr***’s billing address has fallen short of his expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that his home address in Hartland, WI is within Sprint’s “good” coverage area Please note that as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. Customers can return device or accessories to the point-of-sale within that time period for a full refund or exchange (providing that the equipment is in good condition and all parts are returned in full). Additionally, Sprint will refund the device purchase price and any down payment, as well as any installment billing or lease payments made to date, including any monthly recurring charges, Activation Fee, and all associated taxes and fees, and Sprint will waive any Early Termination Fees, any remaining installment billing balance, or any remaining unpaid lease paymentsRefunds may take one to two billing cycles to process to the customer accountsCustomers may be subjected to a $Restocking fee per line for phones and $per line for Tablets. Also, as outlined in our Terms and Conditions of Services, customers are responsible for any out-of-plan usage, such as but not limited to downloads, overage, international charges, and any related taxes and surchargesThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers According to our records, on May 9, 2017, Mr*** visited a third-party retail store location and he portphone number ending in and purchased a Samsung Galaxy Sdevice via Sprint’s Leasing programUpon the activation of service, Mr*** would have remitted the payment for the Activation Fee at the point of sale Furthermore, we confirmed that Mr*** returned the device on May 20, 2017, within Sprint’s 14-Day Satisfaction Guarantee return period to the third-party retailer; therefore, Mr*** would not have been assessed a restocking feeAs such, we applied a credit of $to offset his monthly recurring charges, Lease cancellation and Lease Device Purchase Amount charges, plus applicable taxes as reflected on the May and June billing statements, leaving his account closed with a zero balance. Based on the account actions taken, we must respectfully deny his request for a refund Since our initial conversation with Mr***, we attempted to follwith via phone and e-mail on July 5, 7, and of 2017, to relay the aforementioned information and resolution to him. Unfortunately, we have not yet received a return call from Mr***Should Mr*** have any questions and/or concerns pertaining to the information and resolution discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any frustration this matter may have caused and look forward to hearing from Mr*** to address and resolve his complaint. If Mr*** would like to further discuss this matter, she can contact our office toll free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Eastern Time. Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

July 5, Revdex.com Ward Parkway, Suite 401 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*** stated that she terminated her Sprint services due to an unresolved billing dispute, advising that we continued to bill for a line of service and the associated equipment after she canceled that line and paid off the corresponding equipment pay-off amount in April 2017. Ms*** requested that we correct the billing for that line of service We regret any possible misunderstanding that may have occurred related to Ms***’s referenced bill dispute, as well as her decision to terminate her remaining services with us. Our records reflect that Ms*** contacted our Customer Care department on May 27, 2017, to terminate her referenced line of service. Although her device finance agreement was canceled immediately and she remitted a payment to satisfy the equipment pay-off charges on April 3, 2017, the services for that line were not terminated until May 28, 2017. During our June 27, 2017, conversation with Ms***, we explained the information outlined above. Based additional information she provided related to this matter, we offered to apply credit to offset two months’ charges for that line of service and $toward late payment charges for the same period. Ms*** accepted our offer, and we applied the credits as agreed. We also confirmed her adjusted account balance of $and ordered a copy of her June 2017invoice to be mailed to her at her address on file for reviewMs*** confirmed her satisfaction with our resolution. We appreciate Ms*** taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***, as well as the loss of her business. If we can be of further assistance with these concerns, she can contact me directly by calling our department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx***, ***, *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was submitted on behalf of account holder, Mr*** ***. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** indicated that she ported her number ending in *** to another mobile carrier, and she wanted to set payment arrangements on the account, and unlock her device. She further indicated that she spoke with our Customer Care representatives regarding this matter, and she was informed that the device was not paid in full; therefore, it could not be unlocked. Ms*** indicated that her attempts to resolve this issue has resulted in an unfavorable customer service experience. As a result, she is requesting to remit a partial payment, set payment arrangements, and have her device unlocked We regret any misunderstanding that may have occurred regarding this matter. We spoke with Ms*** and with the account holder Mr*** regarding their concerns, and as a result of nonpayment and the past due balance on the account, a $would need to be rendered before payment arrangements could be set. Accordingly, we referred Ms*** and Mr*** to our collection representatives. Based on further review of our account records, the above-referenced payment posted to the account on July 3, 2017, and the request for the number ending in *** to be unlocked, shows ported back to Sprint effective July 5, 2017. Additionally, a payment arrangement is currently set on the account for July 17, We regret any inconvenience that Ms*** or Mr*** may have experienced while attempting to resolve their account concerns. Should there be any additional questions or concerns with this matter, they can contact 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 FExecutive Services Analyst

March 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with the length of time taken to receive a refund after cancelling his Sprint account Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our products. Customer’s can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If their service plan required a service agreement, no termination fee is charged when they cancel within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We regret the delay in processing Mr***’ refund. During our initial conversation with Mr*** on February 22, 2017, and follow up conversation on March 3, 2017, with Mr*** ***, an authorized agent on behalf of our account holder, we confirmed that on March 2, 2017, Sprint issued a refund check of $for all monies remitted to us. Mr*** confirmed that that their issue has been addressed and resolved to their satisfaction. We regret any inconvenience these matters may have caused. If Mr*** requires additional assistance, he can contact me directly 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, *** ** Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiryWe appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that she is being charged for a device she has had for years. She is requesting to be refunded for device charges on the iPhone 5C since 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 Based on our review, our records reflect that Ms*** is being charged for the iPhone which was purchased on a months lease agreement on July 8, 2015, and it was immediately swapped to another phone number on her account. Our records reflect that the iPhone 5C mentioned by Ms*** does not have an existing device agreement; therefore, she is not being charged for that device.. We spoke with Ms*** on April 28, 2017, and provided her with the information above. In addition, she was informed that being that the iPhone is on a lease agreement ending July, 2017; she is expected to return the device in good working condition or pay $plus taxes Purchase Price Option (PPO). Although, Ms*** disagreed with our findings, we maintain that the information provided to her about device charges was correct and the charges are valid. Regrettably, she also declined our attempt to review her price plan We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with our customer service representativesWe are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused. If Ms*** would like to further discuss this matter, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Ashley ***

August 9, Revdex.com Ward Parkway, Suite 401 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*** ***, an authorized end user on the Sprint account of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with our inability to activate a non-Sprint device under our Bring Your Own device (BYOD) promotional offer. He also described unfavorable customer experiences during his attempts to address that matter and requested that we provide a $credit to reimburse the cost of the device he is unable to activate with Sprint We regret any difficulty Mr*** may have experienced with his attempted equipment activation. We are unable to identify any error on the part of Sprint in this matter because Sprint does not provide device troubleshooting for such non-Sprint branded devicesHowever, our records reflect that he activated a Sprint device on his referenced line of service on July 31, 2017, and was able to subscribe to the referenced promotional rate plan During our August 8, conversation with Mr***, we explained the information outlined above. He indicated his understanding of that information but reiterated his dissatisfaction with our inability to activate his initial equipment. As a demonstration of our commitment to excellence, we offered to apply a $credit to his account to offset one-half of the requested amount. He accepted our resolution and is aware that the credit will award as two $credits on each of his next two invoices. We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these concerns, we invite Mr*** to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

March 24,
Revdex.com Serving Greater Kansas City
Ward Parkway
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 Ms*** *** submitted on March 13, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms***’s believes that Sprint violated her privacy by not advising her that phone numbers are recycledMs*** requested that Sprint review this matter, and adjust the cancellation charges assessed to her Sprint account
Sprint has reviewed Ms***’s complaintPlease note no one customer “owns” any phone numberSprint and other companies purchase phone numbers which we ownConsumers have the ability to port out/in numbers due to FCC rules but they do not “own” themIf a number is ported out, it is later acquired (purchased) by the new carrier after a period of timeBut we have the right to recycle numbers and are not obligated to allow one person to keep a number for life or indefinitelySo when people cancel, yes the phone number goes back into our general pool of eligible numbers and may be used in production again within days and possibly sooner depending on our policy at the current time
According to our records, Ms*** upgraded the device associated with phone line ending in *** on December 2, At that time, she purchased a device at discounted pricing in exchange for a two-year Subscriber Agreement renewalFor details regarding a Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf a customer terminates Sprint service prior to satisfying the two-year Service Agreement, applicable Early Termination Fees will apply; accordingly please visit www.sprint.com/etf for details about Early Termination Fees
Additionally, the device associated with phone line ending in *** was upgraded on March 28, 2016, and Ms*** purchased a device via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Our records further indicate that Ms*** ported-out phone lines ending in *** and *** on January 31, 2017, to another wireless service provider, prior to completing the terms of the respective Service Agreement and Installment Billing AgreementAs a result, Ms***’s account was systematically assessed an Early Termination Fee and Installment Billing accelerated cancellation charge as reflected on the February billing statement
Based on the information outlined above, we must respectfully deny her request to waive the disputed cancellation chargesWe spoke with Ms*** on March 15, 2017, an attempted to discuss her concernsAt the onset of the call, we informed Ms*** that this call may be monitored for quality and training purposesDuring the call, Ms*** stated that she does not give Sprint permission to record the callWe explained to Ms*** that we will respond to the Revdex.com with our findings accordingly, which Ms*** agreedShould 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
If we can be of further assistance, Ms*** can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Hakima W
Hakima W
Executive & Regulatory Services

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12222150, *** *** Sprint Account xxxxx Sprint Case
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with various billing and service issues related to her Sprint account including her belief that we did not fully inform her of the terms of her current rate plan, that she is not receiving her employer-based discount, and that she is not receiving promotional credits owed toward her device installment billing and lease agreements She requested that Sprint address those concerns, apply credits for invalid charges, and provide compensation for her time spent addressing those issues We regret any possible misunderstanding that may have occurred related to Ms***’ Sprint billing and the terms of our referenced promotional installment billing and lease agreement options. However, based on our review, we were unable to identify any billing error associated with her account. As we explained during our July 11, 2017, conversation with Ms***, her four lines of service are currently configured with our Unlimited Freedom Plan, which provides unlimited talk time, text messaging, and data usage per line at a rate of $per month for the first line, $per month for the second line, and no charge for additional lines of service, up to ten. However, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan will increase after June 30, 2018, to a rate of $per month for the first line, $per month for the second, and $per month for additional lines, up to tenThose rates do not include applicable taxes and surcharges but do reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) option. We also advised her that the information detailed above is reflected on her monthly Sprint billing statements We further regret any misunderstanding that Ms*** may have had regarding our ability to honor her requested employer-based service disount. We are proud to offer such discounts to qualifying customers via our Sprint Discount Program (SDP); however, it is important to note that not all promotional rate plans are eligible for further SDP price reductions due to significant buidiscounts. Our records reflect that Ms***l modified the rate plan on her Sprint account to a promotional unlimited plan. Unfortunately, that plan, as noted above, does not qualify for further SDP discounting. Therefore, although Ms*** has demonstrated eligibility for our SDP program, we are systematically unable to honor her request for further rate plan discounts with her current rate plan choice We also explained to Ms*** that the devices activated on two of her wireless lines of service do not qualify for our iPhone promotional discount offer or the Samsung discounted promotional offer, as requestedThose offers are only available for targeted customers, and we have no record that those lines of service meet the criteria for that offer. However, because of any possible misunderstanding regarding the offer, we offered to apply one-time credits totaling $1,to her account to offset an amount equivalent to the full value of those promotions for her two noted lines of service as a courtesy. Regrettably, Ms*** declined that offer and indicated that she would prefer to cancel her Sprint servicesWe advised her that, although she has the option of cancelling her services at any time, doing so prior to the satisfaction of her accepted device lease and installment billing purchase agreements would result in additional charges assessed to her account, pursuant to the terms of those agreements. However, as a demonstration of our commitment to excellence, we offered to credit the lease cancellation and accelerated device pay-off charges for her two financed devices contingent upon the timely return of her iphone device active on wireless lines ending undamaged and in good working orderUnfortunately, because Ms*** indicated that she cracked the screen on her Samsung device, we are unable to accept that device back for credit Ms*** requested time to consider our offer. We advised that we would keep the offer available for fourteen days from the date of our conversation, and she indicated her satisfaction with our actions and that folltimeframe We appreciate Ms***’ taking time to provide details of her experiences with our retail and Customer Care representatives. Sprint is continually striving to improve the quality of service provided to our customers. Please be assured that we value such feedback and will utilize this input to improve our training and processes. We regret any possible inconvenience these matters may have caused Ms***, as well as the possible loss of her business. If she has any further concerns regarding these concerns, or if she would like to accept or offer within the noted timeframe, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, *** *** Executive Services Analyst