Sprint Corporation

My name is *** ***; you help me with a case against SprintMy phone was replaced and I'm happy with the result at this time, case#*** so you close it out now and thanks for your assistance

October 5, 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 submitted by Ms*** ***. We appreciate the opportunity to address her account concernsAccording to the information provided in Ms***’s inquiry, she states she has a billing dispute about the cost of her plan. She indicated she was quoted $a month, but her bill is higher. As a result, she is requesting we review the matter. During our discussion with Ms*** on September 30, and October 4, 2016, we provided the breakdown in cost associated with the three phone lines and one tablet line of service on her account. In an effort to address her monthly costs, we canceled her tablet line of service with phone number ending ***, as she was close to her two-year service agreement fulfillment date. She will not be assessed an Early Termination Fee We also reviewed new plan options with Ms***, and she agreed to change her service plan effective her next billing cycle, October 7, 2016. We also explained that she receives a $lease credit as part of a buy one, get one free promotion. The lease credit awards on the 24th of each monthWe will follow up and review Ms***’s October invoice We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. Please be assured that we value her feedback We regret any inconvenience that she may have experienced as a result of this matter. If we can be of further assistance, Ms*** can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday between 8:a.mand 4:p.m., Central Time Sincerely, *** HExecutive Services Analyst

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

April 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 inquiry of ***
*** submitted on April 5, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to resolve his billing concernsMr*** stated that the due date on his monthly billing has changed without his authorization, resulting in late feesAs such, he has requested for Sprint to adjust the late fees that was applied to his billing statementsTherefore, Mr*** requested that Sprint review these matters and respond accordingly
Sprint has reviewed Mr***’s complaintUpon review of Mr***’s signed Service and Lease Agreements, our records reflect that on February 26, 2016, Mr*** visited a Sprint Retail Store location and activated a new line of service via our Account Spending Limit and Lease programsAs outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with usWe use the services of an outside vendor to conduct the evaluation processThe terms under which Sprint establishes a customer account are based on the credit evaluationSome customers may qualify for Sprint service with an Account Spending Limit (ASL), which includes a monthly spending limit feeAn ASL customer receives a letter from Sprint that outlines the basis of the credit decision for his or her account termsThe letter also identifies the name and address of the credit bureau that provided the data to support the decision
Based on the information obtained during Mr***’s credit evaluation, his account was established as an Account Spending Limit (ASL) account, which is a limit that we place on the amount of unpaid charges a customer can accumulate on the account, regardless of when payment on those charges are dueWe reserve the right to determine which charges count toward an ASLIf a customer has an ASL, we may suspend services without prior notice if the account balance reaches the ASL, even if the account is not past dueWe may impose or increase an ASL at any time with noticeFurther, Sprint can, without notice, suspend or terminate any service at any time for any reason, including past due balances
Sprint will waive the $Spending Limit Program fee for affected customers who enroll in our recurring automatic payment and e-Bill programsCustomers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on recordIf recurring automatic payments are cancelled, the fee will be applied to the customer’s account
Furthermore, our records reflect that Mr***’s billing cycle begins on the 26th of each monthAs such, his January billing statement reflected a total due of $by February 18, On February 22, 2017, Sprint processed a payment of $104.61, resulting in late fee totaling $3.68, which was reflected on his February billing statementAdditionally, Mr***’s February billing statement indicated an account balance due totaling $108.42, payable by March 21, However, on March 24, 2017, Sprint processed a payment of $108.42, resulting in a late fee totaling $3.68, which was reflected on his March billing statementLastly, his March billing statement indicated an account balance due totaling $108.42, payable by April 18,
We spoke with Mr*** on April 12, 2017, and relayed the aforementioned information to himAlthough no billing related errors were confirmed, we applied a one time adjustment of $to offset a portion of his March billing statement and he was encouraged to consider enrolling in our Automatic Payment programMr*** has expressed his satisfaction regarding the resolution of his account concerns
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., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

May 5, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she states that she is due a refund for the Samsung Galaxy Note that she purchased that was later recalledShe states that she was told that she would receive a $credit to the account and a refund for the upfront cost that she paid for the equipmentAs a result, Ms*** is requesting her refund for the upfront cost for the device We spoke with Ms*** on April 12, 18, and May 1, 2017, regarding her concernsAfter our account review, our office was able to confirm that Ms*** activated two Samsung Galaxy Note devices on line ending in ***; however, she was not refunded for the equipmentBased on our findings, there was a credit recently applied to account XXXXX*** in the amount of $for the cost of the deviceAs a result, the current balance to the account is a credit of $-Should Ms*** want to discuss this matter further, she can contact our office directly at her earliest opportunity We regret any inconvenience this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Sunday through Thursday between 1:p.mand 9:p.m., Central Time. Sincerely, Karen ***Executive Services Analyst LP

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX9566, ***
***
Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** submitted on May 12, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr*** complaint, he is disputing the advanced billing charge associated with the above referenced accountMr*** recently ported his phone number to another carrier, and wants to know why he has a final bill if he paid one month in advanceMr*** is requesting credit for the full advance charge, which would cover his final bill, and waiver of late fees We apologize for any misunderstanding that may have occurred regarding his billingWe spoke with Mr*** on May 20, 2016, and explained that future charges bill in advance on our price plans for serviceHowever, at the end of his term with Sprint he received that month of service backMr*** ported phone number ending in to another carrier on March 3, Mr*** bill cycle did not close until the 27th of the monthI explained to him that when there is a request to cancel services submitted, Sprint bills to the end of the cycleMr*** was not responsible for a monthly service charge for bill period February 28-March 27, Although the disputed charges are valid, we waived one late fee in the amount of $Mr*** made a payment for the remaining balance in the amount of $46.49, to close out his balance with Sprint We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ***, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya Powell 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 still had personal reservations about my wife being lied to about the charges by different representatives, however when Clara was able to communicate with my wife on the phone I am able to take her response and feel like it will at least be addressed to those who were responsible for the issue
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, Thank you
*** ***

August 3, 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 follinquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the follinformation provided, Ms*** stated that she believes she was overcharged from February to June Therefore, she is requesting that credits be applied to her account as she states that she was informed by one of our Customer Care representatives that her bill would decrease, but it has increased. She also states that being informed that her loyalty credits expired does not resolve her concerns. She stated that she should have been offered another option for her device if Sprint was aware that the loyalty credits were going to expireMs*** indicated that her attempts to resolve this matter have resulted in unfavorable customer service experiences, and as a result, she is requesting that Sprint adjust her account Ms*** responded via e-mail that she has been unavailable due to a family emergency. We regret the circumstances she is currently experiencing, and any possible misunderstanding that may have occurred regarding this matter. Based on a thorough review of our account records, we determined that loyalty lease credits on Ms***’s account expired due to the associated Lease Agreements being fulfilledTherefore, the monthly adjustments were no long applicable as we stated in our correspondence to your office dated July 21, 2017. Further, Ms***’s account consisted of loyalty credits on two lines of service, and she recently added a third line of service, and updated her service plan. The charges are less with three line of service than what she paid with two lines of service before the loyalty credits. She also has more options included with the current Unlimited Freedom service plan on her account, such as mobile hotspot and all minutes, text, and data are unlimited. We have not been able to determine that credits are due. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a Personal Identification Number (PIN) and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, should Ms*** require further information regarding this matter, she can contact me by calling the toll-free number below. 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 customer’s. Please be assured that we value customer feedback and will utilize this input to improve our training and processes Should there be any additional questions or concerns, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom
It May Concern: The above referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** indicates that she did not authorize a payment made to Sprint using her personal credit card We attempted to contact Ms*** by phone on December 13, 16, and 19, 2016, to discuss her concernWe have since been able to communicate with Ms*** via email regarding her payment concernsWe have advised Ms*** via email that she will need to initiate an investigation of the payment via her banking institutionHer banking institution will be able to reverse any unauthorized payment and complete the necessary investigation. If she would like additional information regarding her Sprint account and any payment information, it will be necessary that she speak with us We 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 he/she contacts us We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance with this matter, she can contact me by calling the Executive and 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

Mr*** filing expressed his dissatisfaction with level of customer service he received from our Customer Care group while attempting to resolve his account concernsAccording to the information provided, Mr*** expressed his dissatisfaction with his account being assessed data
overage chargesMr*** stated he elected to take advantage of the 20GB Data Shared Pack plan with 2GB of promotional data, which he utilized his device as a Mobile Hotpot to connect to his laptop while outside of his homeMr*** requested that Sprint review this matter and adjust his account accordingly
We are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr*** feedback and his concerns have been forwarded to the appropriate managerial staff for further review
Sprint has reviewed Mr*** complaintWe spoke with Mr*** on March 8, 2016, and advised him that we are in receipt of his complaint and his billing concerns will be investigatedBased on our review of Mr*** account, we confirmed on November 8, 2015, Mr*** elected to change the rate plan on phone number ending in to the 20GB Shared Pack plan with 2GB of promotional dataFurthermore, we investigated his billing concerns and determined that Mr*** was incorrectly billed for data overages due a system issueAs such, we have corrected this matter and Mr*** should not incur any data overage charges in the future
In an effort to amicably resolve this matter, on March 15, 2016, we applied an adjustment of $to the account to offset the data overages charges reflected on the January and February invoicesAdditionally, a one-time courtesy adjustment of $was applied to the account
We attempted to follwith Mr*** on March 15, 2016, to provide him with our aforementioned resolution; unfortunately we were unable to reach him directlyIn order to ensure that Mr*** is satisfied or mutually accepts our resolution, we must speak with him directlyShould Mr*** wish to discuss this matter, we urge him to contact the undersigned at the phone number noted belowWe apologize for any inconvenience this matter may have caused Mr***

June 15, 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. According to the information received, Ms*** *** stated that she has been disputing charges on her bill for over two years and she is continuing to be overcharged on her bill. Additionally, she stated that she her requested to cancel one of the phone lines on her account and the line was not cancelled. As a result, she is requesting to be reimbursed for the overcharges that she has been billed for the past two years and to have her bill corrected During our conversation with Ms*** ***, an authorized user on MrCharles ***’s account on June 10, 2016, we explained that our records reflect that her information was forwarded to our Fraud Management department on March 16, 2016, to investigate and upon the completion of our investigation we confirmed that fraudulent activity occurred on this account. As a result, we cancelled the services on phone line ending in that was fraudulently added to the account on March 9, 2015, and applied credits totaling $to remove all the charges associated with that phone lineOur records reflect that the credits reflected on the April invoice Additionally, our records reflect the Ms*** requested to cancel phone line ending in on March 15, 2016, and to have her previous service plan reinstated and the phone line was inadvertently not cancelled. As a result, we cancelled phone line ending in effective immediately and applied a credit in the amount of $to offset the charges on her March to May invoices and the credits will reflect on the June invoice. In addition, we confirmed her prior family shared service plan was re-added to the account on March 15, We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience that this matter may have caused If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive 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,
*** ***

May 4, 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, Ms*** stated that her bill was higher than she was quoted when she added a new service on her account. She stated that she was not informed there would be an additional $per month Subsidized Phone Charge on her subscriptionAdditionally, she stated that she was offered credits to remove the charges for a period of months. However, she is requesting to have the $Subsidized Phone Charge permanently removed from her account 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. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes During our conversation with Ms*** on May 2, 2017, we explained that our records reflect that she upgraded to a new device on phone number ending in *** on December 4, 2015, and agreed to a new two-year Service Agreement. In exchange for the Service Agreement she received subsidized equipment pricing. Our records further reflect that she selected a new service plan on April 5, 2017, and the service plan she selected stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone Charge until the end of the service agreement date. This information is disclosed as part of the purchase process and is outlined in our Terms and Conditions of Service which can be view at www.sprint.com/termsandconditions. We advised Ms*** that the charge is validAlthough her account was credited $in advance to offset the charge for a period of months, Ms*** continued to express dissatisfaction. As a result, since we value her business and in an effort to bring amount an amicable resolution to this matter we offered to provide an account concession credit in the amount of $to offset the $subsidized phone charge until the end of her service agreement date of December 3, However, she will continue to see the monthly charges for the $Subsidized Phone Charge until December Ms*** accepted our offer and confirmed her issue is resolved We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with our customer service representative. Please be assured that this experience is not indicative of the level of service we expect from our employees. The feedback Ms*** provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

June 8, To Whom It May Concern: On May 24, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr*** visited a store location to upgrade his line and sign a lease agreement for a
Samsung Galaxy SEdge device For signing the lease on the Samsung Galaxy SEdge device, he was advised that he also qualified for a promotional offer to receive a free Samsung Gear VR headset and a 6-game bundle pack; however, he has yet to receive the headset or game bundle. We appreciate your assistance in bringing Mr***’s concerns to our attention We regret any frustrations Mr*** may have experienced while attempting to resolve his concerns. On May 27, 2016, we contacted Mr*** to discuss his concerns in detail. At that time, we contacted the management team of the store location for further assistance in resolving Mr***’s concerns. The store manager has been in contact with Mr*** and agreed to deliver the promotional items to him by Thursday, June 9, If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, *** *Executive Services Analyst

According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received from our Customer Care group while attempting to resolve his account concerns. According to Mr***, he relocated to NY from MN two years ago. However, he is
being charged for NY and MN taxes while residing in NY. Mr*** requested that Sprint review this matter and apply the appropriate adjustments to his account Sprint has reviewed Mr***’s complaint. 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 website via 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 Mr***’s complaint. According to our records, Mr*** was not double billed for taxesPlease be advised that taxation is primarily based on the subscriber address for each phone lineThere are a few charges (Account Spending Limit & Late fees) that tax based on the billing addressMr*** billing address for this account is Lefferts Ave, Brooklyn, NY However, the subscriber address on phone number ending in *** was not updated at the time the billing address was updatedAs such, the MN taxes continue to appear on Mr***'s invoices. The subscriber address for phone number ending in *** was updated on September 21, Please be advised that we calculated the difference in tax between the two jurisdictions to see if there was a difference in tax between Minnesota & New York and we confirmed that Mr*** is not due a tax credit, due to NY has a higher tax rate than MN We spoke with Mr*** on October 13, 2016, and provided him with our findings. He confirmed that his issue has been resolved and has no other issueWe apologize for any inconvenience this matter may have caused Mr***

August 22, 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 supplemental inquiry of Ms*** ***, which is in response to our August 11, 2017, correspondence. In her supplemental inquiry, Ms*** states that she does not have any missed phone calls from our office regarding her account concerns We regret that we were previously unable to reach Ms*** in our prior contact attempts. Please be advised that we spoke Ms*** regarding her account billing concerns. During our discussions, Ms*** stated that she returned the iPhone 7, because she did not request a new line of service. We advised Ms*** that her account received credits totaling $for the return of the iPhone device on cancelled phone line ending in ***. Moreover, because Ms*** did not upgrade her phone line ending in ***, her account was also credits totaling $towards the cancellation fee and the device non-return fee. As a result, we believe we have fully addressed and resolved Ms***’s account concerns We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com
Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** states that he canceled the service on his account four months ago, and moved out of the country. He further advises that he later received an invoice for $10.12, and he is disputing this charge. Therefore, he is requesting that we review this matter. Our records reflect that Mr*** ported his numbers in January 2017; however, one line remained active, resulting in monthly charges. We confirmed that the last line has been canceled, and that the charges have been negated. Mr*** contacted our office on May 2, 2017, and confirmed that his account concerns have been resolved We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at ###-###-####, ext####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX July 26, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** stated that his monthly service plan does not reflect the service charge he was initially quoted. Mr*** further stated that while attempting to resolve his concern, his service was interrupted due non-payment. He has requested that Sprint improve its billing practices and honor their commitments. We attempted to contact Mr*** by telephone and e-mail on July and 24, 2017, to discuss this matter in detail. Unfortunately, we were unsuccessful. However, we have confirmed that Mr***’s service is active. Because Mr***’s inquiry did not specify an outstanding concern, we trust that his issue was resolved by our customer service department. If Mr*** still requires assistance, we look forward to speaking with him and encourage him to contact usMr*** should have his PIN and security information available when he contacts us We appreciate Mr***’s taking the time to share the details of his customer service experience. Sprint is continually seeking ways to improve the level of customer service provided. Please be assured that we value his feedback and will utilize it to improve our training processes We regret any frustration this matter may have caused and look forward to speaking with him regarding his concerns. If I can be of further assistance, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12301614, *** *** 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 in Mr***’s inquiry, he states that since February he has been experiencing difficulty making and receiving calls, as well as sending and receiving text messages. He also advises that he has made several calls to our Customer Service Department and was recently advised that a tower in his area was being repaired. He is requesting that we review this matter, and apply a credit to his account for the time that his service has been impacted We regret that the coverage in MrMeadow’s area is falling short of his expectations. We constantly monitor our network for service and capacity related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. We confirmed that there were multiple tower repairs occurring during the time that Mr***’ advised that he was experiencing poor service. We confirmed that almost all of the tower repairs have been completed During our conversation with Mr*** on August 15, 2017, he advised that service has greatly improved in the last two weeks since filing his complaint, and he is requesting credit for the time that his service was impacted. In appreciation of Mr***’ continued patronage, we offered a credit to his account for $64.27, which is equivalent to one monthly calling plan charge. Mr*** expressed his satisfaction with our offer and accepted. We regret any inconvenience this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at 1-855-848-3280, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 20,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXX***
Sprint Case ***
Dear Ms***:
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*** cited his dissatisfaction with the level of customer service received from our representatives during his attempts to address device concerns, citing that he reported issues with his device on multiple occasions but that the matter was not corrected in a timely manner and that he was finally directed to file a claim using his device insurance due to apparent damage on his device that voided his warrantyMr*** requested that we provide a refund of the $deductible that he paid to our device insurance vendor, Asurion, due to his belief that the intermittent device malfunction was not the result of any action on his or the device user’s part
We appreciate Mr***’ taking the time to provide us with the details of his experience with retail and technical representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management team for additional review
We regret any difficulty Mr*** or the user of his referenced equipment may have experienced as a result of his reported device malfunctionsHowever, our records reflect that the device was evaluated by technical representatives but that we were unable to recreate the reported issuesWhen our representatives attempted to assist with the repair or replacement of his device, we identified that the device had signs of having been dropped due to a scratch on the display, which led to the determination that the equipment was no longer eligible for coverage under the one-year manufacturer’s limited warrantyAs such, our representatives suggested that Mr*** should file a claim using his Total Equipment Protection (TEP) device insurance option
During our conversation with Mr*** on January 6, 2016, we confirmed the information detailed aboveWe also advised him that the $deductible, paid directly to Asurion, is not refundable, as outlined in the terms of his TEP coverage, which was sent to him when he initiated the option on his Sprint account and is also available on our website at www.sprint.com/tepHowever, due to any possible misunderstanding that may have occurred regarding his TEP coverage, we offered to apply a $credit to his Sprint account to offset an amount equivalent to the disputed deductive if he could provide a copy of his receipt reflecting the $payment to AsurionMr*** accepted our offer and agreed to provide that documentation at his first opportunity
We received a copy of Mr***’ receipt on January 14, 2016, and, as agreed, applied a credit of $to his accountWe also made a follcall to Mr*** on the same day and left him a voicemail message advising of our actionMr*** did not return our call; however, we believe that this concern has been fully resolved to his satisfaction
We regret any inconvenience these matters may have caused Mr***If Mr***’ concerns regarding these issues remain unresolved, he 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., Central Time
Sincerely,
Minnie S
Executive Services Analyst