Sprint Corporation

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the length of time taken to provide account credits for two iPhone 6S devices he returned to one of our retail locations in conjunction with an equipment upgrade promotional offer, citing that the delay has led to multiple temporarily service interruptions. He requested that we apply the referenced credits totaling $1,plus any resultant late fees assessed to his Sprint account and that we remove any negative information regarding this matter from his credit reporting We regret any delay that may have occurred with the processing of Mr***’s noted equipment returns and device credits. Our records reflect that Mr*** previously escalated his reported concerns to a specialized escalations department on November 13, 2016. During a November 20, 2016, folldiscussion with Mr***, representatives of that team advised that, although we confirmed the return of his mobile devices to one of our retail stores, the device lease credits are systematically generated within days of the equipment being received in our warehouse. Therefore, we updated his account to suspend collections activity against the disputed lease cancellation charges to ensure that his Sprint services would not be affected Regrettably, the collections suspension referenced above was inadvertently removed from Mr***’s account on November 28, 2016. Although another collections suspension was applied to his account on that date, his Sprint services were temporarily interrupted on November 29, 2016. Because we confirmed that his returned devices were received in our warehouse on November 20, 2016, our representatives applied credits totaling $1,to Mr***’s account toward the disputed equipment charges. Representatives of our warehouse team applied an additional credit of $on November 30, 2016, to offset the remainder of the disputed charges totaling $1,539.92, leaving Mr***’s Sprint account with a credit balance of $80.27. We confirmed that no late fees were assessed to Mr***’s Sprint account as a result of the disputed charges and that his account was not reported as delinquent to any of the major credit bureaus. As such, we believe that his reported concerns have been fully addressed. On behalf of Sprint, I apologize for any inconvenience this matter may have caused, and we appreciate Mr***’s continued business. If we can be of further assistance with this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ####. I am available Monday through Friday from a.mand p.m., Central Time Sincerely, Russell LB*** *** Executive Services Analyst

May 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 inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that she called Telesales several times to upgrade her device but was unable to complete the transactionShe states that she was told someone would call her back, but she did not received a call. Ms*** is requesting that we allow her to upgrade her device We spoke with Ms*** on May 15, 2017, at which time we confirmed that she upgraded her device on May 13, Ms*** advised that her complaint is resolved. We regret any frustration this matter may have causedIf we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland *** *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-mentioned complaint of Mr
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** disputed the $monthly term access charge associated with the Sprint Family Share Pack plan, citing that he was misinformed regarding the Monthly Recurring Charges associated with his equipment purchase
We appreciate Mr*** for taking the time to provide us with the details of his experience with our Customer Care representativesWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value the feedback and will utilize the input to improve our training processes
In response, Sprint notes that term access charges are applicable and vary for each data-sharing device on the Sprint Family Share PackCustomers that select the Sprint Easy Pay, pay full price or bring their own compatible phone are not billed the term access chargeCustomers that elect to purchase a discounted device with a two-year service agreement will incur an additional $term access charge, per line of serviceAfter review, our records reflect that Mr*** purchased a discounted iPhone 6s device which included a two-year service agreement effective November 30,
We are pleased to inform you that we contacted Mr***, via email, on December 11, 2015, to address his account concernsAt that time, Mr*** confirmed that he contacted our Customer Care department on December 10, 2015, to dispute the $monthly term access chargesOn that day, due to any misunderstanding, we updated Mr***’s xxx-xxx-*** line of service to waive the disputed term access chargeMr*** stated that the issue has been resolved to his satisfaction
We regret any inconvenience that this matter may have caused Mr***If we can be of further assistance, you or Mr*** can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time
Sincerely,
Ayanna ***
Executive Services Analyst

March 17, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with our assessing data overage charges to his account for data usage while he was travelling, advising that our representatives had told him that the data usage alerts sent to his device did not pertain to him. Because Mr*** subscribes to a rate plan that includes unlimited data usage, he also disputed data usage roaming charges assessed to his account. Mr*** also described unfavorable customer experiences during his attempts to address his data billing. He requested that we provide a $to his account due to his inconvenience and that we change our data plans to include data usage for customers who travel to Alaska. We regret any regret any misunderstanding that may have occurred regarding Mr***’s data usage while travelling off the Sprint network. We confirmed that Mr*** has an unlimited data plan. However, as outlined in our Terms and Conditions of Service and in the terms of our rate plans, unlimited data plans do not include unlimited data while roaming off the Sprint network. As such, due to the locations where Mr*** was travelling being outside our coverage area, his data usage was confirmed to be roaming data. Information regarding that usage was sent to him via e-mail because he selected that we communicate with him via that medium. We reviewed Mr***’s account and confirmed that he was not billed for the referenced data roaming usage. Customers with unlimited data usage rate plans who exceed the data roaming allowance during a billing cycle are sent a message when they are approaching that limit that advised them that, once the data roaming threshold has been reached, we may interrupt that usage until the beginning of the next bill cycle. During our conversation with Mr*** on March 14, 2017, we explained the information detailed above. We also advised him that, while we appreciate his suggestion regarding changes to our data roaming protocol, we do not credit for inconvenience. However, due to any misinformation that may have been provided to him regarding his rate plan and data roaming limit, we applied his requested $credit to his account as a demonstration of our commitment to excellence. We appreciate Mr***’s taking time to provide details of his 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 these issues may have caused Mr*** but are pleased that we satisfactorily addressed his reported concerns. If we can be of further assistance regarding these matters, 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 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

November 9, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: *** ***
Revdex.com File # *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was served to Sprint on October 18, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with being required to visit a local Sprint Retail Store location to return and replace her Samsung Galaxy Note device; due to the recent recall by the manufacturer, Samsung. Ms*** stated the closest Sprint Retail Store location is two hours away from her physical location. Ms*** requested that Sprint review this matter and allow her the ability to return the above-referenced device. She also requested a $refund for the down payment and Installment Billing charges she has paid toward the cost of the above-referenced device Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on November 7, 2016, with regards to her equipment concerns. During that call, Ms*** stated that she has already replaced the device with a Samsung Galaxy Note Edge deviceMs*** further stated she would like the ability to return the Samsung Galaxy Note device; however, she is unable to travel two hours to process the return associated with the above deviceIn order to resolve Ms***’ device concerns, Sprint agreed to mail a return kit to her billing address on file to facilitate the return of the Samsung Galaxy Note device. Ms*** stated she wanted to ensure that the packaging for the return of the device meets the required safety standardsMs*** further stated she will utilize the original return kit that Sprint sent her for return of the device. During October 2016, a total credit in the amount of $was applied to Ms*** account for this matter We apologize for any inconvenience this matter may have caused Ms***If Ms*** would like to further discuss this matter, she 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/ *** L *** LExecutive & Regulatory Service

[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,
*** ** ***

January 24, 2017 Revdex.com*** Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** Q*** 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 concern to our attention. According to the information provided, Mr*** stated that he believes that his equipment charge of $was assessed twice because a $payment was drafted from his bank account and his credit balance was lowered by the full amount of his monthly service and his equipment charges. Therefore, he is requesting a credit of $to his account or a full refund for the credit balance on his account to prevent this issue from recurring. We communicated with Mr*** on December 22, 2016, and he confirmed that his payment issue was previously resolved. We confirmed that a credit of $was applied to his account on December 19, 2016, in full resolution of his concerns. We regret any inconvenience that Mr*** may have experienced. If I may be of further assistance with this matter, Mr*** can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Clara C.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,
Joseph ***

November 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** D*** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with being advised at the point of sale that she would receive her Switch to Sprint reward cards as soon as her devices were logged into Sprint’s inventory. However, upon canceling her service within the 30-day Satisfaction Guarantee return period, she was advised that she would not receive the Switch to Sprint rebate, if the service is canceled. She also stated that she is being billed for charges by Sprint for the equipment that she already returned, and she is dissatisfied with the level of customer service she received while attempting to address her concerns. Therefore, she is requesting that Sprint waive the balance from her Sprint account and provide the Switch to Sprint reward cards to offset the $that she owes to her previous provider We spoke with Ms***, and addressed her concerns. We explained although we regret any possible misunderstanding that may have occurred, we are unable to comply with her request to provide her with Switch to Sprint reward card because her equipment was returned and her service was canceled. Details of the requirements of this promotion are available at www.sprint.com/joinnow. We confirmed that as a result of her return, credits were applied to her account to offset all of the charges incurred in accordance with our 30-day Satisfaction Guarantee. Subsequently, her account is currently in final status with a zero balance due. We explained that as stated on her original receipt, she received recycle credit totaling $for the release of her devices to Sprint without the possibility of retrieving the devices at a later date. We confirmed that this credit was applied toward the cost of the accessories she received that day, which were not returned. As a result, no refund is due. Ms*** stated that she was told that the accessories would be free. Due to any possible misinformation or misunderstanding that may have occurred regarding the promotional offers that Ms*** was eligible for and the requirements to receive them, we are offered to make an exception to bring this matter to resolution. We advised Ms*** that we are willing to provide her with a refund of the $recycle value of the three devices that she turned in or return three devices of similar model and value to her within the next two to four weeks. Ms*** stated that she will discuss this with her husband and contact us back with her decision. We advised Ms*** that we regret any inconvenience that these matters may have caused and her feedback regarding her experience will be used to improve our service. If Ms*** has any additional questions or would like to take advantage of this offer within the next days, I can be reached toll-free by calling ###-###-####I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

April 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. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. Based on the information received, Ms*** stated she did not receive any calls or correspondence from Sprint in response to her inquiryShe stated that she did not see the emails that were sent to her until after our previous response. In Ms***’s original complaint, she stated that on September 29, 2016, she placed an order for an iPhone in accordance with a promotional offer to upgrade to the iPhone free when you trade in a qualifying phone. She stated that the devices were only available online and that she was advised that she could still take advantage of the offer. She stated that she received the new phone and activated it on October 25, 2016. She stated that she returned her previous iPhone 6S as required for the promotion and the tracking number indicates it was received by Sprint on November 15, 2017. She stated that the details of the promotion indicated that it can take up to three billing cycles for the credit to be applied, and when that did not occur, she contacted us and was advised that she would receive a credit adjustment for the previous months and that the recurring credit should appear on her next invoice. She stated that she received the credit adjustment however, to date; she is still not receiving the monthly lease credit. She stated that the last time she spoke to a representative, she was offered an account credit for the remainder of the lease payments owed on the lease agreement. She stated that she declined this offer because of the insurance she gets through her bank, which requires that her cell phone bill must be withdrawn from her bank account for them to provide coverage for her devices. In addition, she stated that after adding a new line of service, she is being charged an access fee for that line which is not being waived as it is on the other three lines. She is requesting a resolution to these issues 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 Our records reflect that the above-referenced promotion had expired when Ms*** purchased the device. In addition, we have determined that an access fee waiver was added on April 5, 2017, for the number ending ***. Please be advised that it may take up to three billing cycles for the waiver to take effect We spoke to Ms*** on April 25, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to apply a monthly credit for the device ending in ***, for the remainder of the lease agreement. We advised her that a credit in the amount of $will be applied within a week after her monthly bill prints. In addition, a credit in the amount of $was applied to Ms*** account, which is equal to three months of the lease payments that Ms*** had not been reimbursed for. Ms*** stated that she considers the issue resolved to her satisfactionWe regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

July 11, 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with our establishing a second Sprint account for him without his consent when he attempted to add a new line for tablet service to his existing account. Although he acknowledged that the tablet line of service has since been terminated and that the device was returned to the point-of-sale, he disputed charges exceeding $assessed to him as a result of this matter. He requested that we credit those charges and provide a refund of $550.65, which includes that amount plus interest he has been charged as a result of payments remitted toward those charges We regret any possible misunderstanding that may have occurred related to the activation and subsequent billing of Mr***’s referenced tablet line of service. Our records reflect that Mr***’s tablet was activated on his existing account, not a new account. We also confirmed that the tablet device was returned and that the unpaid pending balance of his corresponding equipment installment billing purchase agreement was waived on June 1, 2017. However, we also identified that the line of service associated with that device was not canceled properly, which led to the disputed charges. In accordance with Mr***’s request, and because he provided his account validation information in his filing, we set his tablet line of service to cancel effective on July 19, 2017, the last day of his current billing cycle. Additionally, we applied credits totaling $to his account on July 11, 2017, to offset all charges assessed to his account in association with his tablet line, leaving his account with a credit balance of $355.67. Because Mr*** is currently out of the country, we were unable to speak with him via telephone. However, during our e-mail correspondence with him on today, we explained the information outlined above. We also assured him that we processed a refund of the noted credit balance to his credit card on file. We advised Mr*** that the funds should be transmitted right away but that his bank may not make those funds available to his individual account for five to thirty days, depending on his bank’s policies. We also informed Mr*** that his Sprint account is now in final status with a zero balance and that he should receive one more invoice reflecting that information. We are confident that Mr***’s concerns have been resolved to the best of our ability; however, we invite Mr*** to contact us directly with any additional questions that he may have We appreciate Mr***’s ta*** time to provide details of his experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of these concerns. If we can be of further assistance with these matters, Mr*** can contact me via e-mail or by calling our Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

November 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of ***
*** submitted on November 8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her device concernsMs*** further expressed her dissatisfaction with Sprint’s inability to provide her with a loaner device while waiting to have her device serviced by the manufacturer, SamsungLastly, Ms*** expressed her concerns with the billing of her Sprint accountMs*** requested that Sprint review these matters; provide her with a loaner device and clarification of her billing statements
Sprint has reviewed Ms***’s complaintWe regret any miscommunication Ms*** may have received with regards to being provided with a loaner device; please be advised that Sprint’s Terms and Conditions of Service does not require the provision of a temporary replacement device while the primary device is actively engaged under care for service, repairs, maintenance, and diagnosis by our local Service and Repair Center location or by the manufacturer
Please note that all new Sprint devices and/or Mobile Broadband 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 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
Ms*** does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty
If the problem with Ms***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device
We spoke with Ms*** on November 14, 2016, to discuss her concerns in detail and relayed the aforementioned information to herDuring our conversation, we explained that Sprint does not have a loaner phone program; however, in order to provide an amicable resolution and closure to this matter Sprint agreed to order a replacement Samsung Galaxy Note White device with the waiver of the Service & Repair fee, which will be shipped to her mailing address on file within 2-business days from date of approvalPlease note upon receipt of the replacement device, Ms*** must return the defective device within (15) days to avoid additional equipment charges to her Sprint account
Furthermore, Ms*** advised that she no longer have any concerns with the billing of her Sprint account, and she confirmed that her billing statements reflect the correct monthly recurring chargesMs*** expressed her satisfaction with the information and resolution provided to her
We appreciate Ms*** taking time to provide details of her experience with Sprint Customer CareWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize this input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

January 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 Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** states that she called to cancel her service in December Ms*** states that her account was not cancelled and she continued to receive service chargesShe states that she called several more times requesting cancelation but the account was not canceledAs a result, Ms*** is requesting that we cancel her account, credit the charges incurred and update her credit file We attempted to reach Ms*** via phone and email on December 29, and January and 6, 2017, to speak with her regarding her concern. We also sent a letter via US mail on January 6, 2017, requesting that she contact us to address her account concerns. As of this date, we have not received a return call from Ms***. We have reviewed our records and confirmed that Ms***’s account is cancelled; however, without proper authentication of the account, we are unable to provide our detailed account findings. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that 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 accountTherefore, we invite Ms*** to contact us at the number provided below to further address her concerns We regret any inconvenience that Ms*** may have experienced as a result of these issues. Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, *** *** *Executive Services Analyst

July 7, 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 Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided, Ms*** advised that she upgraded two of her phones, and accepted an offer for percent off of each monthly lease charge; however, she confirms that only one $credit is awarding each month. Therefore, she is requesting that we review this matter, and apply the second lease credit. Our records reflect that the Ms*** upgraded two phones on January 11, 2017, to new iPhone Plus devices. We confirmed that phone line ending *** is receiving a percent lease credit each month and the other phone line ending in *** is not. Based on our review of this matter, line ending in *** qualified for the referenced promotion; however, due to a set up issue, the credit is not awarding. In an effort to amicably resolve this matter, we have applied credits totaling $to *** ***’s account to honor the $credit over the course of the month lease agreement. Ms*** stated that she was satisfied with our handling of the matter We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance, she 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

September 22, 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***-*** stated that on May 26, 2017, she added a new line of service and purchased a Samsung device. She further stated that she was offered a $service plan after a $credit per line with her enrollment in our automatic payment program. Furthermore, she stated that she was advised that she was eligible for a $pocredit, an additional $credit union credit, and a $prepaid card that she would receive within to weeks. Moreover, Ms***-*** stated that she would receive a free device and she upgraded to an iPhone 6s. And last, she stated that her bill has been incorrect for the past three months and she has not received the $credit. As a result, ***-*** requested that we issue a $account credit that she was promised and that her service plan charges be reduced. Our records reflect that a $prepaid card for her powas mailed to Ms***-*** at the address on file between September and September 9, 2017. Further, per the terms of any credit union promotion, Ms***-*** she will need to contact her credit union regarding the $credit. Our records further reflect that on August 21, 2017, a $credit was applied to her account to offset a portion of her monthly service charges, which is equivalent to a $cost reduction for months We spoke with Ms***-*** on August 2017, and advised her that we would contact her local Sprint district store manager regarding her referenced account credit issue. Upon our investigation into this matter, we were unable to verify a $credit offer was extended by one of our representatives. Further, we were unable to identify a Sprint billing error. As a result, we must respectfully decline Ms***-***’s $account credit request. We attempted to contact Ms***-*** by telephone and e-mail on September 21, 2017; unfortunately, we were unable to reach her. Further, we contacted Ms***-*** again on September 21, 2017; however, she stated that she could not speak with us because she was at work We regret any inconvenience these issues may have caused Ms***-***. If we can be of further assistance, we invite Ms***-*** to 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, *** *Executive Services Analyst

February 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your
assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused her
According to the information provided in Ms***’s inquiry, she advises that she was informed that she could receive a monthly discount in addition to the promotional 50% off plan she selected upon establishing service with Sprint
Participation in the Sprint Discount Program is subject to an agreement Sprint has with many of our business customersThese agreements provide monthly discounts on eligible wireless services to the employees, students and members of these companies and universitiesSprint will periodically request proof of eligibility for customers to receive program benefitsBecause Ms***’s on a promotional plan that is already a great value, we are unable to provide additional discountsHowever, due to any misinformation that Ms*** may have received at the point of sale, she was provided one-time credit totaling $
We appreciate Ms*** taking the time to provide us with the details of her experience with our retail store and customer service departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes
If you have any questions, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Sunday, Monday, Wednesday, and Friday from 8:a.mto 5:p.m., Central Time
Sincerely,
Amanda Q
Executive Analyst

August 11, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Mr***’s inquiry, he expressed his dissatisfaction with the performance of his recently-acquired Sprint device and with the repair/replacement options provided to him. He also described unfavorable customer experiences during his attempts to address those concerns. He requested that we provide a replacement device We regret any difficulty Mr*** may have experienced with his device. 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 devices to the point of sale within that time period for a full refund (day of the days starts the day after activation). 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. On August 7, 2017, we spoke with Mr*** and explained that equipment issues such as he described should be directed to one of our service and repair locations, as our records reflect was previously recommended to him. We also contacted the management team of a service and repair facility in his area and arranged for an exchange of his deviceAs a one-time courtesy, we offered to offset the cost of Mr***’s device repair or replacement if that action occurs within the next days. Mr*** indicated his satisfaction with our resolution. We appreciate Mr***’s taking time to provide details of his experiences with our retail and Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience these concerns may have caused Mr***. If we can be of further assistance with these matters, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

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 appreciate you handling this situation for me
Regards,
*** ***

November 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank you
for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We spoke with Mr*** *** on November 18, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In the inquiry, Mr*** indicated he visited a retail location in August and was offered a Buy One Get One (BOGO) Free promotion on two devices with our lease program. The employee assisting him upgraded one line of service on phone number ***. Then the employee added a new line of service to his account with phone number ***. He noticed the new line of service charge on his following invoice and went back to the retail location to address that matter. The new line of service with phone number ending *** was canceled on September 13, 2016. The device was a Samsung Note 7, which was recalled. As a result of these changes, on the subsequent invoice, Mr*** was charged the $equipment lease fee on the *** numberThis is a valid charge as there are no longer two leased devices with the BOGO promotion, and the required new line of service requirement was not met We regret any possible misunderstanding regarding our BOGO promotion. We reviewed Mr***’s account and confirmed that our Customer Advocacy Team canceled the lease on phone number ending *** and applied substantial credits to offset a majority the amount due for the second device that did not meet our BOGO promotion. This only left a valid $End of Life cost due. During our discussion with Mr***, he stated that he was still dissatisfied with the courtesy credits issued for the device he upgraded on a second line of service. Furthermore, despite Mr*** not meeting the printed and advertised requirements of the BOGO promotion, he requested that Sprint offset the entire amount for the second device that did not meet the BOGO promotion. Although we believe our initial offer is more than equitable in offsetting a majority of the device costs, leaving a $balance payable to Sprint for the End of Life charges, to reach an amicable resolution for a tenured customer, and to bring final closure on this matter, Sprint has applied a credit toward this valid charge. As a result, Mr*** will not be assessed a lease fee going forward. He was satisfied with the resolution. Sprint considers this matter fully addressed and resolved We appreciate Mr*** taking time to provide details his experience at one of our retail locations. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of this matter. If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive 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,
*** *** I appreciate Sprints immediate response to the Revdex.comAfter days of individual attempts by phone/mail/in person and by computer I was unsuccessful on my ownI am satisfied with the resolution and I appreciate the Revdex.com assistance in this matterIt was much neededJust another reminder for SPRINTMy maiden name was ***yI was married years ago and my current last name is ***But I will address that with them again at the next billing cycleI appreciate Sprints final response and I very much enjoyed working with Stan and Ron at the very endThey are wonderful representatives of the company and were very sensitive to my needs and my urgency.Thank you Again.*** N ***