Sprint Corporation

I spoke with *** and she made an offer for me to contact her in days to let her know if my service is any better with the tower she sent meI told her I would be willing to try it and she said that she will work with me at the end of the days if there is no improvement

[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 meI do want to add that the reason for my initial complaint was because no one from sprint would resolve the constant incorrect balances on my account until months later and then at that time sent me to collections as soon as the bill was finally correctedIn no way was that fair to me who had been a loyal Sprint customer for four yearsI canceled with sprint because of the constant miscommunication or no communication at allI am happy for your help and this is now all behind meThank you so much
Regards,
*** ***

October 20,
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 October 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the lack of coverage in her home service of Kings Mountain, NC and surrounding areasAdditionally, Ms*** stated that she was quoted a monthly rate of $per month; however, her monthly billing statements have exceeded the quoted amountMs*** requested that Sprint review this matter, honor the quoted monthly rate and improve the coverage in her home service area
Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s area is falling short of her expectationsWe 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 customersOur research into this matter determined that our network serving the area near Ms***’s home address was operating within parameters during the time she stated that she experienced poor service
As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
We spoke with Ms*** on October 13, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms*** explained that she understood and that her primary reason for filing was due to the billing concerns present with her monthly recurring chargesWe explained to Ms*** that with respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges 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
Further, we advised Ms*** that our records indicate that her monthly recurring charges consists of the following for phone numbers ending in *** and ***; $price plan, $Sprint’s Total Equipment Protection (TEP) plan, $monthly lease charge, $Tablet data plan and a $Account Spending Limit FeeThus, Ms*** monthly recurring charges approximately totals $prior to related taxes and fees
Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Ms***’s Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the activation of her current plan
We regret any misunderstanding or miscommunication with regards to her billing statementsFurther, we advised Ms*** that as of October 13, her account reflected a zero balanceMs*** advised that she understood our explanation and considers the matter resolved to the best of our abilityWe apologize for 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 12, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Boost Mobile product In her complaint, Ms*** stated she purchased a Boost Mobile device from a third-party retail
location and it was working fine; however, once she returned to her home residence, she discovered she had no service Ms*** also stated she requested Customer Care unlock her device and she was informed that our unlock policy states customers must own the device and service for one year before we will unlock a phone As such, Ms*** is requesting a refund for the device she purchased December 31, During our conversation with Ms*** on April 29, 2016, we informed her that, because she purchased the device at a third-party retail store, she is subject to the third-party retail store’s return/exchange policy. We reached out to the Indirect District Manager of the third-party store and brought this matter to their attention and they agreed to offer her a refund for the device purchasedOur records reflect Ms*** made a $payment for unlimited services on January 30, As outlined in our Boost Mobile Terms and Conditions, payments remitted to Boost Mobile for services are non-refundable. As such, although we regret the circumstances, as a gesture of good faith, we are willing to transfer $to a friend or family member’s Virgin Mobile USA, Boost Mobile or Sprint account. We are pleased to inform that Ms*** accepted the resolution and considers this matter resolved. On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced regarding these matters. If she has any additional questions regarding these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time. Sincerely, ** *** *Executive Services Analyst

March 6, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** stated that there was delay processing his request to terminate service on two of his subscriptions. He stated that this resulted in additional monthly service charges, and he made multiple unsuccessful attempts to resolve his billing concerns. As a result, he is requesting credit for monthly service charges In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the *** 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 Mr*** on February and March 3, 2017, he stated that $has been applied to his account to offset a portion of the disputed charges. However, he stated that he has overpaid his bills for the four months he has had service with Sprint. We reviewed the November through February invoices, and explained to him that the charges and corresponding payment tallied, in addition to the $***back credit he receivedWe could not validate any additional billing errors; however, we offered and he accepted a one-time $credit, leaving a balance of $40.93. He confirmed issue resolution We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Mr*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

November 1, 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 Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** reports that he is having issues with his LG GdeviceMr*** reports that the device was replaced; however, he is still experiencing device issues. Mr*** is requesting to have the LG Gdevice replaced as resolution to his concerns We spoke with Mr*** on October 31, We reviewed his account and confirmed that Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in ***. All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. As requested a replacement LG Gdevice has been orderedThe device should be delivered by November 4, Mr*** states that he is satisfied with this resolution We regret any frustration this matter may have caused. If I may be of further assistance with this matter, Mr*** 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

[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,
Silas K***

June 16, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** stated that although she was advised by Sprint that her device’s manufacturer would exchange her defective device, the manufacturer refused to do so. She further stated that one of our representatives offered her a $credit towards the purchase of a new device, which she declined. Additionally, she stated that she was contacted by one of our representatives who offered her a percent discount on a new leased device. Ms*** stated that she purchased her device at a third-party retailer and contacted us to request the discount, but was advised that there was no record of the offer. As a result, Ms*** requested that we provide the percent monthly discount. We regret any possible misunderstanding that may have occurred related to the terms of the referenced percent off promotion. During our conversation with Ms*** on June 6, 2017, we explained that the terms of our percent discount on a leased Samsung Galaxy device promotion required the addition of a new line of service, which did not occur in this case. Because she did not meet the qualifications of the promotional offer, we are unable to systematically provision the discount to award. However, due to any possible misinformation that she may have received, we offered her a one-time service credit of $295.65, which is equivalent to one-half of the cost of her device. She accepted our offer and we credited her account, accordingly. Ms*** understands that she will continue to be billed for the full monthly equipment lease charge until her lease agreement is satisfied. We appreciate Ms*** for taking the time to provide us with the details of her experiences with our Customer Care representatives, as 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 these issues may have caused Ms*** and appreciate her business. If we can be of further assistance with these concerns, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

March 16, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** states that he returned his device and canceled his service within Sprint’s Satisfaction Guarantee time frame. As a result, he is requesting that Sprint refund the monies paid on his account, credit all charges billed and release his wireless number (xxx) xxx-*** 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 productsIf a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within days of activation (day of the days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned). We confirmed that Mr*** activated service for account xxxxx*** on February 19, 2017. Our records reflect that his account xxxxx*** was canceled on March 3, 2017, via a port out request for his wireless number (xxx) xxx- ***We spoke with Mr*** on March 16, 2017, at which time, we addressed his account concerns. Per the terms of our 14-day promotional SSG policy, Sprint applied credits to Mr***’s account to offset the disputed service charges incurredThese credits will be reflected on Mr***’s March 2017, billing statementAs a result, his account has been finalized and we processed a refund for $on March 16, 2017, back to his credit card ending ***. Mr*** should allow five days for receipt. Mr*** expressed his satisfaction with this resolution and our handling of the matter If we may be of further assistance with this concern, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean *** Executive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In her inquiry, Ms*** described unfavorable customer experiences during her attempts to address unresolved equipment issues, advising that she reported her device to be malfunctioning soon after obtaining it but that we have only provided service credits instead of resolving the issue itself. She requested that we replace her device and waive any restocking fee or allow her to terminate her Sprint services with no contractual obligation We regret any difficulty Ms*** may have experienced with her Samsung Galaxy Sdevice, as well as any possible delay in addressing that concern. However, our records reflect that she brought this same matter to our attention in August via Revdex.com File ***, to which we responded on September 7, 2016. As was reflected in our September 7, 2016, response noted above, all new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty We confirmed that Ms*** subscribed to our TEP option for her referenced line of serviceIn addition, on September 2, 2016, we applied credits totaling $to Ms***’s account to offset the balance reflected on her August 10, 2016, invoice, which Ms*** acceptedMs*** confirmed at that time that she was satisfied with our response and did not require further assistance At that time, we also advised Ms*** that we were unable to identify a Sprint error related to her reported issues, and Ms*** accepted our response. Our records further reflect that, although her device was not replaced, a software upgrade provided by the manufacturer appears to have remedied her reported device malfunction On July 18, 2017, we followed up with Ms***, and confirmed the information outlined above. She acknowledged that information but advised that she has recently experienced similar issues with her device and believed that the current issues should be covered under the terms of the original warranty, which led to her current filing. We informed Ms*** that, regrettably, her request exceeds the services purchased or offered by Sprint. We also informed her that, while we are unable to speak for the manufacturer, the one-year timeframe for the warranty of her equipment has expired. As a result, we respectfully declined her request and invited her to file a TEP claim to have her device replaced. Ms*** indicated her understanding of our response We regret any inconvenience this matter may have caused Ms***. 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***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

To Whom It May Concern;Someone at Sprint contacted me today and this issue has been resolvedThank you very much for your help! The complaint number is #***.Sincerely,*** ***

September 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx***, Debra *** Sprint Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced inquiry of MsDebra ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** described unfavorable customer experience while attempting to resolve a billing concern. She advised that there were fraudulent international roaming charges assessed to her account, and she requested that we remove the charges immediately While it is virtually impossible for anyone to clone or replicate a Sprint device while in use on our network, it is remotely possible for such to occur when the device is in use on another provider’s network. Cloning usually occurs when proprietary information is picked up with scanning equipment and is illegally entered into one or more other devices. Unfortunately, charges for the illegal calls will be reflected on the legitimate customer’s invoice. We have taken steps to reduce the possibility of any such cloning or replicating activity of Sprint devices. However, based on our review of Ms***’s usage and account, by our Fraud department, we confirmed cloning or replication of her device resulting in the disputed charges. As such, we have applied credits totaling $1,to her account to offset the fraudulent charges During our conversation with Ms*** on September 15, 2017, we confirmed the information above. Ms*** expressed her satisfaction with the resolve of this matter We appreciate Ms*** taking time to provide details of her experience with our Customer Care and Fraud representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance related to this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Analyst

March 30, Revdex.com Ward Parkway, Suite 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 inquiry filed by Ms*** ***. We appreciate the opportunity to address her account concerns According to the information provided, Ms*** states that she continued to be billed by Sprint after she requested that the service on her wireless account xxxxx*** be cancelled in July 2013. As a result, she is requesting an apology from Sprint and credit for any charges she was assessed after that time Sprint’s records reflect that Ms***’s wireless account xxxxx*** was cancelled on February 10, 2014, via our collection process for non-paymentOur records do not reflect a cancellation request from Ms*** prior to this date, therefore, the line remained active and was assessed a Monthly Recurring Charge (MRC). Although Sprint was unable to determine an error regarding this matter, on March 30, 2017, we applied credits totaling $to her account to offset the disputed charges incurred. As a result, the account has been finalized with a zero balance. We have also contacted the outside collection agency assigned to the account and advised them to cease all further collection efforts and to delete this entry with the credit bureaus. Please allow days for completion of this process Sprint is continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes. We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance 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 a.mand p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 18, 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 inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** states that he was offered a Buy One Get One (BOGO) on two iPhone devices. He advises that he is not received the monthly credit to offset the cost of one of the iPhones. Therefore, Mr*** is requesting that we apply the credits to honor the BOGO Our records reflect that Mr*** activated two new lines of service with Apple iPhone 6s devices on September 3, 2016. We determined that the BOGO credit for one phone is not awarding because that specific promotion had expired at the time that he activated his service. In an effort to amicably resolve this matter, and due to any misunderstanding about the BOGO promotion, we applied credits totaling $to Mr***’s account to offset the cost of the iPhone 6s. He accepted the offer and stated that he considers the matter resolved We regret any inconvenience that this matter may have caused Mr*** and value his business. If he needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive 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:
Sprint is not taking any accountabilityI returned the phones and I was told at the time of cancellation my billwould be around $300-$hundred because there would be no etf ans because we were billed a month in advance.
Also, I have not received one call and I assume they're calling the wrong numberThe best number to reach me at is ###-###-#### or ###-###-####
*** ***

December 1, 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 Ms*** ***We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to receive a refund for accessories purchased for her recalled Samsung Galaxy Note device. Ms*** stated that she returned the above-mentioned accessories over eight weeks ago but has not yet received her refund check. Ms*** requested that we apply the pending refund to her account balance due and provide additional credit due to her inconvenience We appreciate Ms***’s taking time to provide details of her experience with our Customer Care and retail 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 her concerns will be forwarded to the appropriate managerial staff for further review We regret any possible misunderstanding that may have occurred related to Ms***’s noted refundHowever, although Sprint and Samsung provided specific guidelines for the return and exchange of recalled Samsung Note devices, that recall did not include provisions for device accessories During our conversation with Ms*** on November 22, 2016, we discussed the terms of the noted equipment recall. In addition, we identified that no refund is warranted; however, we offered to apply one-time service credits totaling $to her Sprint account to offset an amount equivalent to the anticipated refund due to any miscommunication that may have occurred related to the terms of the recall. Ms*** accepted our offer, and we applied the credits as agreed, leaving her account with a balance of $134.87. Ms*** then confirmed that her issues have been resolved to her satisfaction On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms***. If we can be of additional assistance with these concerns, she 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, Lori KExecutive 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,
Jennifer ***

[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.Sprint went above and beyond to rectify the situation and for that I am happy to be a continued customer.
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 disagree completely, I have proof in writing from a couple of Sprint representatives that this remaining balance of $would be waived, therefore I expect this to happenI will provide proof of these conversations to your company as well as taking this to the next steps of action if necessary. This was assigned previously to another collection agency that deleted all record of this account because of the conversation with Sprint stating this but Sprint has now transferred it to another agency because they are refusing to honor what they stated they would do and I want this done immediately.And anytime I call sprints executive office no one is responsible to soeak to, and I also responded to an email that was sent to me by Sprint immediately but of course did not receive any response from SprintSo thank you for the offer of calling you, but no thank you that's not an option with your hours and your unresponsiveness. Please delete this from all of my records as soon as possible per your representatives statementsThank you
Regards,
*** ***

Tell us why hereApril 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** described unfavorable customer experiences during her attempts to resolve her online account access stating that her issue is not resolved. She stated that she had fraudulent charges billed to her account and her account pin was changed by our Fraud department. She requested that we resolve her issue and would like an explanation for her fraud charges. We appreciate Ms***’s taking time to provide details of her experiences with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any delay in resolving Mr***’s online account access and billing concerns. Our records reflect that her disputed equipment charges were credited on February 9, 2017. The credits are not reflected on her March invoice because these were unbilled charges. Our records also reflect that one of our Fraud representatives called Ms*** on February 7, 2017, and left a voicemail message advising her that she needed to create a new online account. During our conversation with Ms*** on April 4, 2017, we provided the information above and advised her that we could contact our Fraud department regarding her online account access issue. We contacted our Fraud department and one of our representatives called Ms*** on April 4, 2017, and left her a voicemail message advising her that she will need to update her online account information and provided the telephone number to call to complete the processOur fraud representative called Ms*** again on April 5, 2017, and advised her that the restrictions were removed and she would be able to create a new profile to access her account online. We made subsequent attempts to reach Ms*** by telephone and by email on April 11, and 12, 2017; unfortunately, we were unable to reach her. However, she responded by email on the same day stating that she was currently out of the country. We believe that Ms***’s issue has been resolved. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance with these matters, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst