Sprint Corporation

Tell us why here...June 14,
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 Mr*** *** submitted on May 23, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expressed his dissatisfaction with the balance reflected on his accountMr*** stated he filed for Chapter bankruptcy in March 2016, and he continues to receive letters from collection agencies regarding the balance on his accountMr*** requested that Sprint address his concern and remove any negative reporting
According to our records, on May 3, 2015, Mr*** activated phone line ending in *** via the Sprint’s Monthly Installment billingOn April 20, 2016, Sprint received Mr***’s bankruptcy protection filed in March However, phone line ending in *** remained activeOn March 13, 2017, Sprint terminated Mr***’s account due to non-payment with a balance of $
We contacted Mr*** on June 12, 2017, and offered him a credit of $to offset the monthly installment charges reflected on the September through March billing statementsPlease note that Mr***’s account is closed with a zero balance
We regret any inconvenience this may have caused Mr***If Mr*** would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated he purchased a device for a friend and later discovered his friend was not making the payments for the device. Additionally, the friend sold the device to a third party. Mr*** said he continued to pay for the device even though he does not have it. The line was cancelled in April 2017, and the accelerated charges were applied to his account. Mr*** said he never requested for the line to be cancelledAs a result, Mr*** is requesting we resume the line and allow him to make the $monthly payments towards the device Our record reflects that Mr*** added line ###-###-#### on May 29, 2016, and purchased the device on 24-month installment billingThe line was put on the Seasonal Standby plan on July 23, The plan expired on April 16, 2017, thus cancelling the line On April 25, 2017, the account was suspended for non-payment During our May 4, 2017, conversation with Mr***, the information outlined above was explained to himHe reiterated he is unable to make the payments at one time. To demonstrate our commitment to excellence, we offered to adjust the $accelerated charges, if he will pay the $End of Lease (EOL) charges, and he accepted the offerMr*** thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr*** 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

September 12, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO ***
Re: Sprint Account: XXXXX***, *** *** Revdex.com File #*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on August 18, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the expiration of the Access Fee promotional offer associated with his Sprint account. As a result, his monthly recurring charges increasedMr*** further stated that he cancelled his account and was assessed equipment related charges as reflected on his account. Mr*** requested that Sprint review these matters and apply an adjustment to his account to offset the disputed charges Sprint has reviewed Mr***’s complaint. According to our records, on March 23, 2015, Mr*** activated and portphone lines ending in ***, *** and ***. Mr*** selected a two-year Service Agreement for phone line ending in *** and phone lines ending in *** and *** were activated via Sprint’s Lease and Monthly Installment programs. Effective September 19, 2014, Sprint launched the Sprint Lease program, which 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 More information regarding the Lease program is available at our website, ***. In addition, Sprint 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 device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There 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 *** Upon researching the account, our records indicate that aforementioned phone lines were receiving a promotion to waive the Access Fees associated with his account for a twelve month periodFurther research on the account shows that the promotion ended on June 2016. Due to the expiration of the promotional offer, his account was assessed Access Fees as reflected on his monthly billing statements after June 2016. Upon further review of his account, we confirmed that phone lines ending in *** and *** were ported-out to another wireless service provider on July 17, 2016. Additionally, phone line ending in *** was cancelled on September 6, 2016. Since Mr*** participated in Sprint’s Lease and Monthly Installment programs on phone lines ending in *** and *** his account was assessed Lease cancellation charges as reflected on the August billing statement. Additionally, his account will be assessed Installment Billing cancellation charges, which will appear on the September billing statementsFurthermore, phone line ending in *** was not assessed additional fees Our records further indicate that the devices associated with phone lines ending in *** and *** were returned to Sprint and received at our Returns warehouse on August and of 2016. As such, in an effort to successfully resolve this matter, we have agreed to waive the Lease and Installment billing cancellation charges assessed to his account. In addition, we will apply adjustments to his account to offset the equipment related charges and monthly recurring charges when his September billing statement generates on his account. These adjustments will appear on the October billing statement In an effort to ensure that Mr*** is satisfied with our aforementioned resolution, we spoke with him on September 12, 2016, and relayed the aforementioned information and resolution to him. Mr*** confirmed that he was satisfied with the resolution providedWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter. We appreciate Mr*** taking time to provide details of his experience with our Customer Care Group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** Sprint account
XXXXX*** 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*** expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with billing. Ms*** stated that she is being assessed $per month for Sprint’s Premium Data acharge. Ms*** stated that she has been given multiple explanations regarding the fee; however, she stated this was not part of the promotional offer that was sold to her when she began service with Sprint. She requested a credit be added to her Sprint account to offset what she has been charged since 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 best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has reviewed Ms***’s complaint regarding the $Premium Data acharge. The charge assists Sprint in offering simple and affordable unlimited plans for its customers while maintaining a wireless network able to meet the growing appetite for a richer mobile experience. Smartphones are capable of delivering a much richer data experience. As a result, Smartphone users generally use considerably more data than users of traditional feature phones. We appreciate Ms***’s taking the time to provide us with the details of her concerns. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewSprint notes that the required $Premium data ais clearly and conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process. For customers who do not want to pay the monthly $Premium Data acharge or do not need a Smartphone, Sprint offers a full range of feature phones (including popular touch screen devices, eco-friendly devices, etc.) that also have access to data and provide a great wireless experience 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 charge 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 current plan. As a result of our findings, we respectfully decline Ms***’s request to apply a credit for the assessed charges since she began service with SprintTo reduce her monthly invoice, Ms*** can change her service plan to our Unlimited Freedom Plan, with pricing good through June 30, This plan will include unlimited talk, text, and data and gigabytes of mobile hotspot dataHer line would be $per month with automatic payments; the price will be $more without automatic paymentsLoyalty lease or access fee credits do not apply to this service plan. If Ms*** would like to move her service plan to the Unlimited Freedom Plan, she can contact our Customer Care department at her earliest convenience. However, based on our findings, we deem the referenced charge is valid, and respectfully decline Ms***’s request for a credit to her Sprint account We regret any inconvenience this matter may have caused. If we may be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana *** Executive Services Analyst

Complaint: ***
I am rejecting this response because: LaToya *** who works for sprint promised to credit $to my sprint account, but instead Sprint only credited my account $That is $shortI have spent over hours on the phone with Sprint representatives trying to get sprint to keep the promises they made on the contract they made with meFollow through on promises you makePlease sprint try to remember what customer service isPlease credit $more to pay for the phones you took from me last December
Regards,
*** ***

November 23,
Revdex.com
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 November 2, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’ follow up filing expressed her dissatisfaction with Sprint’s inability to confirm her claim regarding not having to return the device associated on phone line *** with the original leaseMs*** stated there are multiple ways to substantiate her claim regarding the return of the original deviceIn addition, Ms*** stated the store manager admitted in a recorded call that Ms*** was not prompted to return the device associated with the original leaseMs*** requested that Sprint address this matter
Sprint has reviewed Ms***’ complaint and notes that according to our records, on May 23, 2016, she requested a change of ownership for phone line ending with *** via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseAt that time, Ms*** accepted the lease agreement associated with phone line ending in ***On June 26, 2016, MsWeek upgraded her device associated with phone line ending in *** via Sprint’s Leasing program
We were unable to confirm Ms***’ claim regarding not having to return the device associated with the original leaseTo resolve this matter, on November 15, 2016, we terminated the original lease and applied an adjustment of $to offset the lease cancellation chargesWe contacted Ms*** on November 16, 2016, and discussed our resolutionAt that time she confirmed resolutionIn addition, we contacted Ms*** on November 22, and again conveyed the above informationWe regret any inconvenience this may have caused Ms***
If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

March 28, 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 billing issue. Ms*** said when she upgraded her device, and took advantage of the buy one get one free ongoing promotion, she was not aware that when she paid her device off early, it will cancel out the free deviceAs a result, she is requesting that we credit the remaining balance on the free device Our records reflect that on September 2, 2016, Ms*** upgraded her line, and added the second line with the free deviceOn February 24, 2017, she paid off her the remaining balance on her line ###-###-####This voided the free device offer on the second line, and the monthly installment charge of $was applied During our March 16, 2017, conversation with Ms***, the information outlined above was explained to her. To demonstrate our commitment to excellence, we offered to adjust the remaining balance on the free device of $487.45, plus $monthly installment, which Ms*** accepted to retain her service with Sprint We appreciate Ms*** for taking the time to provide us with 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 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

April 27,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on April 17, We appreciate your assistance in bringing our customer’s concern to our attention
According to Ms***’s follfiling, she expressed her dissatisfaction with our previous response providedMs*** stated that her account was credited $for the return of her iPhone Plus Gold 16GB device, and Sprint later reversed a portion of the credit since it was more than the required credit she should have receivedMs*** has indicated that Sprint should be responsible for any amount of over credit issued for the returned deviceMs*** requested that Sprint review this matter and adjust her account accordingly
Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect that Ms*** activated an iPhone Plus Gold 16GB device via Sprint’s Leasing program on February 7, Please note 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
After further review of our records, Sprint confirmed that Ms*** participated in Sprint’s past promotional offer which allowed qualified customers with a 24-Month lease the option to participate in Sprint’s Early Upgrade with Giveback programBased on our review, Ms*** initiated an early upgrade for equipment associated with phone number ending in *** on December 12, 2016, and elected to participate in Sprint's Giveback promotion rather than pay the remaining unbilled Lease charges per the terms of her respective Lease AgreementIn consideration of Ms***’s traof her iPhone Plus Gold 16GB device a $credit was applied to her account on December 12, Please note that the tradevices once credited receive no further credits for the return of the deviceDue to an inadvertent error, Sprint applied an additional credit of $to Ms***’s account for the returned iPhone Plus Gold 16GB device associated with phone number ending in ***As a result, Ms*** received credits totaling $541.48, which resulted in $in credits more than she was suppose to receive for the return of the iPhone Plus Gold 16GB device
We spoke with Ms*** on April 10, 2017, to discuss her concern in detail and relayed the aforementioned information to herIn effort to provide an amicable resolution and closure for this matter we offered a one time courtesy adjustment of $to offset the late fees as reflected on the February and March billing statementsHowever, Ms*** did not confirm acceptance of our offer
Upon receipt of Ms***’s follfiling, we attempted to contact her via phone and email on April 18, 19, and of 2017, and mailed a letter to the address on file on April 20, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***In an effort to provide closure for this matter, Sprint has applied a one-time courtesy adjustment of $to her account to offset the reversal credit of $as indicated on the February billing statementThis credit will reflect on the May billing statementShould Ms*** have any questions/and or concerns with the resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

December 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX7454, *** *** Sprint Case *** To Whom
It May Concern: The above-referenced inquiry of *** K*** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that the debt associated with the above referenced account was forwarded to an Outside Collection Agency (OCA) and she made arrangements with the OCA to make payments of $per month until the balance was paid in full. Ms*** expressed her dissatisfaction with the payment that was debited from her financial Institution by SprintAccording to Ms*** the payment was deducted without her knowledge. Ms*** has requested that Sprint review this matter and refund the disputed payment to her financial institution. Sprint has reviewed Ms*** complaint. Ms*** ported-out phone number ending in on July 4, 2017, prior to fulfilling the terms of her Installment Billing Agreement ***. Therefore, Ms*** was assessed an accelerated Installment Billing charge of $reflected on the July billing statement. Additionally, the tablet line ending in was cancelled October 8, 2017, for nonpayment. As a result, Ms*** was assessed an accelerated charge of $for Installment Billing Agreement *** as reflected on the October billing statement. We regret any possible misunderstanding that may have occurred regarding this matter. Per the Terms and Conditions of Ms***’s Installment agreements, she agreed that by providing us any payment method at any time during the installment term for her devices activated in November 2016, she authorized Sprint to charge this payment method for all amounts owedFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to Ms***’s address on file on November 27, 2017, advising her that the outstanding debt will be deducted from her financial institution within days from the date of the letter. Our records further indicate on December 17, 2017, Sprint debited a payment of $from Ms***’s credit card on file We spoke with Ms*** on December 21, 2017, to discuss our findings and relayed the aforementioned information to her. Although, we found no Sprint error, we applied a credit in the amount of $12.74, as a courtesy, for the late fee received on the September billing statement. Upon further review of Ms***’s account, we find that the payment was backed out on December 23, 2017, upon receipt of a charge back from Ms***’s financial institution. As a result, the account balance is $909.90. Please note, we are confident that we have addressed Ms***’s concerns to the best of our ability and we apologize for any inconvenience this may have caused If we can be of further assistance with this matter, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Sunday through Thursday between 7:a.mand 3:p.m., Central Time Sincerely, Jaime RExecutive Services Analyst

December 28, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File # ***, ***
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was submitted to Sprint on December 13, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with Sprint’s equipment replacement process. Mr*** further expressed his dissatisfaction with the level of customer service he received from Sprint while addressing his equipment concernsMr*** requested that Sprint review this matter and provide him with a working device Sprint has reviewed Mr***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. 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 Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in ***. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We spoke with Mr*** on December 27, 2016, to discuss his concernsDuring that call, he stated he is currently resolving this matter with Asurion. To provide closure for this matter, we applied a $courtesy credit to Mr***’s accountMr*** expressed his satisfaction with the resolution provided We appreciate Mr*** taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr***If Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service 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,
*** ***

***3:PM (minutes ago)toinfoI wanted to take a moment to tell you I was contacted by Sprint and they resolved all matters satisfactory after I initially had indicated to you in a response that I was not satisfiedI understand the case is closed, but due to Sprint’s effort,s I want to be sure no derogatory remarks have been permanently filed against them.I work for the airline industry and I have been out of the country extensively and have not been able to follow up in a timely manner with the Revdex.comI apologize for the delay and thank you for the anticipated follow through.Michael *** Sent from Windows Mail

February 20, 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 cancel one line of service from her account. She further advised she was told once they pay the remaining balance on the device on line ###-###-#### as it was on a lease agreement, the device can be unlockedMs*** paid the remaining balance, only to find out the device cannot be unlocked for domestic useAs a result, Ms*** is requesting to be refunded for the inconvenience of losing her long time business line Our records reflect that Ms*** established service with us on September 19, On April 21, 2015, phone number ###-###-####, was upgraded on a month lease agreementMs*** called customer service on January 4, 2017, to find out how much she had to pay in order to cancel line ###-###-####, and was told $Her payment of $was received on January 14, Additionally, we confirmed that she requested to cancel the line, and this was processed effective on January 19, Because Ms*** requested to cancel the line, she was not able to port the number to another wireless carrier During our February 10, 2017, conversation with Ms***, we explained the information outlined aboveMs*** stated she canceled the line instead of porting it out because she found out the device could not be used with another wireless carrierShe further advised she wants compensation for the inconvenience and having to purchase another deviceIn an effort to resolve this matter, we offered a one-time courtesy credit of $to her account to be used until depletedMs*** accepted our offer and confirmed that this issue has been resolved We appreciate Ms*** for taking the time to provide us with her experiences with our Sprint Care representativesWe 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 directly at Sprint’s Executive & Regulatory Services department. I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

July 2017 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 complaint filed by Ms*** *** on behalf of account holder *** *** ***. We appreciate the opportunity to address their account concerns According to the information provided, Ms*** states that she established service with Sprint, however, later cancelled her account due to erroneous international calls billed to her accountAs a result, she is requesting Sprint credit the disputed international calls and remove the account from collections We attempted to reach Ms*** to discuss her concerns in detail on July 20, 21, 24, and 26, 2017, by phone and email, without success. We also mailed a letter to her home address confirming receipt of her inquiry and alerting her of our need to speak with her. Unfortunately, Ms*** has not responded to us. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account, so that we can fully address and resolve the concerns brought to our attention via your office Upon initial review of this matter, we confirmed that wireless account xxxxx*** was established for Mr*** *** *** for three wireless lines in May 2016, and that he ported all three numbers to another service provider on April 19, 2017. Our records do not reflect any billing for the international calls that Ms*** is disputing The disputed balance on his account represents the monthly service charges and lease cancellation and accelerated charges incurred when Mr*** ported his number to another service provider in April These are valid charges and payable to SprintIn order to address Ms***’s and Mr***’s international billing dispute, it will be necessary that we speak with them. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Mr*** and Ms***’s feedback is invaluable and our hope is that they will allow us the opportunity to rebuild their faith in Sprint. We regret any inconvenience that Ms*** and Mr*** may have experienced as a result of this matter and look forward to speaking with him to address his concerns. I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Sean JExecutive Services Analyst

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return period. Ms*** expressed her dissatisfaction with not being provided a full refund for the amount paid at the point of sale after returning the devices during Sprint’s Satisfaction Guarantee period. Additionally, Ms*** expressed her desire to receive her previous wireless service provider devices back, which were tradat the time of activationMs*** requested that Sprint review these matter and address her concerns accordingly 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 equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your 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 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We verified that Ms*** cancelled her Sprint account and returned the devices within Sprint’s Satisfaction Guarantee return period. She made a payment at the point of sale and was provided a partial refund back to her credit card on March 20, Based on this information, an additional refund was processed for the remaining amount she paid to Ms***’ card on file on May 2, 2017. We have attempted to reach Ms*** on April 24, 25, May 2, and 5, to discuss her previous carriers’ devices, but have been unable to reach herWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should be advised that in order to discuss the details of her account, she must be able to authenticate her account. As a result, we want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, she can reach me at the 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

November
10, 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 swapped his iPhone Plus for an iPhone 6S Plus and was told there would be no extra chargesMr*** reports that there is a $charge on his account for cancellation charges for the iPhone PlusMr*** is requesting that the $charge be removed from the account We spoke with Mr*** on November 8, We reviewed his account and confirmed that the iPhone Plus was returned to our warehouse on July 21, We have removed the Lease Cancellation charge of $from Mr***’s accountMr*** confirmed that these actions have resolved his inquiry. We regret any inconvenience that Mr*** may have experienced as a result of this issue. 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 meWhile my initial problem was not successfully resolved (transferring service carriers on my device), I believe Sprint has done what they could to resolve the issueHowever, the amount of time it took to reach this resolution was unacceptable as it should have taken minutes rather than weeksI hope that they can use this instance and feedback to improve their customer service on future similar service requests
Regards,
*** ***

May 24,
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 *** *** submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** stated that he was offered the Unlimited Freedom plan upon accessing his MySprint.com accountThereafter, he contacted our Customer Care group in regard to the promotional offer; however, Mr*** was unsuccessful in obtaining the promotional offer for his accountMr*** requested that Sprint review this matter and apply the promotional discount to his account
We spoke with Mr*** on May 9, 2017, and informed him the promotional Unlimited Freedom plan w/$discount per line/per month upon enrollment Sprint’s Automatic Payment program when adding a new account with at least one poline of serviceUnfortunately, Mr*** is ineligible to receive the promotional offerHowever, due to any miscommunication and since we value Mr***’s business, Sprint has agreed to apply a one-time adjustment of $to offset a portion of the monthly recurring charges
We followed up with Mr*** on May 23, 2017, and relayed the aforementioned information to himMr*** has expressed his satisfaction in Sprint’s effort to address his concernWe appreciate Mr*** for taking the time to provide us with his experiences with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize this input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Time
Sincerely,
/s/ Romualdo F
Romualdo F
Executive Services Analyst
Sincerely,

October 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 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 she had two mobile numbers and a tablet on her account, and in May 2016, she ported the mobile numbers to another mobile provider and the account should have been canceled. She further states that she turned in one of her devices for a buyback credit to her account, and she paid the remaining balanceTherefore, she is disputing the $monthly service charges that she stated is reflected on invoices she has been receiving since May 2016. She indicated that she has attempted to resolve this matter with our Customer Care representatives, but the issue has not been resolved. As a result, she is requesting that the balance be corrected and that the account be closed We regret any misunderstanding that may have occurred regarding this matter. We communicated with Ms*** on September 30, 2016, and she stated that she has had a tablet since February 2014, with a two-year lease agreement, and she indicated that the lease has been fulfilled; therefore, she is dissatisfied that she is still being billed a monthly service charge for the tablet. She also indicated that she returned a Samsung device for a $credit to her account and she paid the remaining balance. Based on a review of our account records, we determined that a prepaid device was returned to one of our local sprint stores, and a recycle credit of $is reflected as a payment by retail remitted on May 15, This credit is reflected on her May 25, 2016, invoice. The line of service ending in *** is reflected as a lease, and our records reflect that a Samsung Galaxy S32GB device reflected on the above-referenced line of service, and switched back and forth between the Samsung Galaxy Sand a Samsung Galaxy Tablet 3. We submitted this line to cancel at the end of the billing cycle, October 21, 2016, which will generate a $lease cancelation and $lease device purchase charge. However, a credit equal to the same amount was applied to Ms***’s account effective October 13, 2016, to offset the pending charges. We spoke with Ms*** today and informed her that we do not have the Samsung Galaxy Sdevice; therefore, we sent a return kit to the confirmed address on file to facilitate the return of the equipment at no additional cost. We also applied a $credit to Ms***’s account, effective today, to negate the charges incurred for the line of service ending in *** from May to September 2016, as the result of zero to minimal data usage because the customer states that she had requested that the account be canceled We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that Ms*** may have experienced while attempting to resolve her equipment and billing concernsShould there be any additional questions or concerns, she can contact us 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

I paid my bill once my bill was correct, therefore, I will have another late payment for next month Since the billing system is not updated, I would like our recorded conversation be submitted The above statement is incorrect The rep stated their billing system is incorrect and they are working on updating their system, I will let to receive a late payment credit monthly because I am not paying an incorrect bill.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***