Sprint Corporation

August 23, 2017 Revdex.com*** Ward 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 inquiry of Mr*** ***, submitted on July 25, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. In Mr***’s filing, he stated that he had an unfavorable customer service experience while attempting to address a Buy One Get One (BOGO) offer that he was extended for the iPhone 6s devices on lines ending in *** and ***He states that he called in to pay off one of the devices and was assured that he would still qualify for the promotionHe paid off one of the phones and is now being charged for the phone that he had been getting a monthly credit of $He states that he has asked that the call be pulled and run into difficultyMr*** is requesting that the remaining iPhone 6s device still be extended for free, that he be credited for the billed charges for that device, and an apology from management. We spoke with Mr*** on August 1, 2017, regarding his concernsHe advised that this matter has been resolved. We have reviewed his account and confirmed that a credit of $was applied on July 5, 2017, and an additional credit of $on July 26, 2017, to offset the equipment chargesFurthermore, a monthly credit of $will be applied to the account for the next months, which is the remainder of the 24-month Installment Billing (IB) agreementAs a result of this action, this matter has been fully addressed and resolved. We appreciate Mr*** for taking time to provide details of his experience with our customer service 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 frustration this matter may have caused. If I may be of further assistance regarding this matter, Mr*** can contact me 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,LaToyaP.LaToya P.Executive Services Analyst

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 on July 30, 2016, to inquire about upgrading one line of service. The employee assisting him offered him a new plan that would lower his monthly cost of service. He indicated he was paying approximately $per month before he accepted the plan change. He further states his following invoices were higher than the amount he believes he was quoted. As a result, he went back to the retail location in an attempt to gain resolution but his matter remains unresolved. We reviewed Mr***’s account, and on July 30, 2016, we confirmed his service plan was changed. In addition, he upgraded phone numbers ending *** and *** with a lease Buy One Get One free offer. His invoice reflects the lease charge for each line of service, but a lease credit awards on the 30th of each month. As a result, his bill is $higher until the lease credit awards. In addition, phone number ending *** is under a two-year service agreement and is assessed a $Phone Subsidy Charge until the service agreement is satisfied. We confirmed the agreement was satisfied on October 7, 2016. Going forward, this line of service will not be assessed the $Phone Subsidy Charge unless a device is purchased with discounted pricing. Although we were unable to confirm a Sprint billing error, to resolve the matter amicably, we applied credit for the $Phone Subsidy Charge reflected on his August, September, October and November invoices. We compared his current plan cost to his previous plan cost and the new plan which he subscribes does have a lower cost. We provided Mr*** a breakdown of his monthly service cost including plan, equipment, and Total Equipment Protection. He was satisfied with our handling of the matter We appreciate Mr*** for taking time to provide details his experience at the retail location. 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:This customer service representative that has been managing my Revdex.com report has not listened to a word I said but take bits in pieces 1)My phone coverage is NOT limited to a single location, nor a single phone on our account It’s everywhere with everyone! I told him this numerous times but he continues to ignore it Very rude and unprofessional representative to take care of these type of escalations 2)Poor representatives...YES, whether it be the purchase of my phone or any technical support They lie to me, make me waste days of troubleshooting to be left without a resolution Yes, they may have web service instead of phone support but that’s what caused this issue to begin with They blocked me from ordering my device on the web, which I called in to report based on the number it showed to call in “RED” Also, he never confirmed when I am getting the booster “magic box”, which another manager said they will be sending.That same person that offered the “Magic Box” also stated that sprint puts old software to our account “ALL PHONES” due to being grandfathered in This software was explained that I don’t get efficient coverage “signal wise”...so not allowing phones capable of great capability to link in to the newest channels or connectivity that is developed. To confirm what I am complaining about, since this manager “executive” refuses to listen to me verbally My phone and all phones on our account are having issues in any location (not a single location) with drop calls, echoing, LTE connectivity, and slow speeds when browsing or downloading Our plan is a NO throttle plan This has been a issue for many many years and I have complained multiple times and called in but they always blamed the phone and NEVER followed up when trouble shooting on there end So, when I finally received my NEW phone in and see it’s still an issue, they made me spend money on something I didn’t need to buy Also, I would have switched carriers because I know Verizon, AT&T, and T-Mobile work much better per my family.I need that “Magic Box” I was promised for my location and one to replace an Airwave that doesn’t work at the account location.For all the troubles, I need compensation...I requested of things plus official resolve of the connectivity issue with cellular and data I need either months free or provide the IPhone X I just purchased free of charge I normally don’t ask this but I am tired of Sprint continuous lies and political remarks Literally, this guy blamed everything from airport, to driving and I am sure he has much more up his sleeves He tried to pull a fast one and close this case by only assigning a technician without resolution on service or the other above issues I also told him I can only be reached after eastern and sometimes after He refused to acknowledge it and spoke so fast like he was in a rush to get rid of me Very bad customer service and he has no empathy for a customer, as we have been receiving crappy service
Regards,
Anthony L***

August 8,
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on August 1, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** expressed his
dissatisfaction with the inability to take advantage of a promotional offer via the third-party retailer, *** *** MobileMr*** requested that Sprint review this matter and provide him with the details of the *** *** promotional offer
Sprint has reviewed Mr***’s complaintOur records reflect that the above referenced account was established with Sprint on August 5, We confirmed that Mr*** contacted Sprint recently regarding the upgrade of his devices associated with phone numbers ending in *** and ***After further review of our records, it was determined that the phone number ending in *** was applicable for rebates consistent with subsidized equipment pricing after July 1, 2016, due to the prior month term commitment, which started on July 1, However, phone number ending in ***, last received rebates consistent with subsidized equipment on August 1, 2014, and due to the month term commitment was not applicable for further rebate rewards until August 1,
Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your device(Sprint Prepaid customers are not eligible for these options)On January statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changingCustomers can purchase a discounted device with an annual term agreement after months since last device purchaseSprint leasing or Easy Pay options may be available soonerCustomers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized deviceCustomers with subsidized devices may be subject to a higher monthly rate when moving to certain plansFurther information can be view on www.sprint.com/upgrade
With specific regard to Mr***’s reference of a *** *** promotion; we regret any misinformation he may have received regarding Sprint’s Handset Upgrade Program and appreciate his feedback regarding this issueSprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
We spoke with Mr*** on August 3, 2016, who authenticated the account on behalf of Ms***, discussed his concerns in detail and relayed the aforementioned information to himAdditionally, we explained that *** *** Mobile does not have the ability to create the two year Service Agreement for subsidized equipment and that it is dependent upon the above referenced account’s eligibilityIn order to provide an amicable resolution and to provide closure for this matter, Sprint agreed to offer Mr*** a black Samsung Galaxy S32GB device shipped to the address on file and bill the account for the subsidized pricing of $199.99, which includes a two year Service Agreement extension for phone number ending in ***Additionally, we explained that Mr*** could also visit a Sprint Corporate Store if the color of the device was unsatisfactory; however, he would need to pay the in-store subsidized pricing of $249.99, complete and send out the $mail-in-rebate form
During that call, Mr*** advised that he appreciated our assistance as well as our offer toward the resolution for this matter and confirmed that he is satisfied with the device they have acquired through direct purchase at the third-party retailer, *** *** MobileMr*** advised he would be willing to accept a credit of $to offset the upgrade-Activation Fee reflected on the accountBecause we value Ms***’s business and as a show of goodwill we agreed to apply a one time courtesy adjustment of $to the above referenced accountMr*** confirmed that he is satisfied with the resolution, that Sprint has settled this matter to the best of its ability and has no further concernsWe apologize for any inconvenience this matter may have caused Mr***
If we can be of further assistance, Mr*** 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,
*** *
Executive Services Analyst

April 17,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File 10555750, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in
receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) productIn the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address her device concerns, citing due to a device update, her device stopped working in MarchMs*** is requesting we send her a loaner device as she is not able to use her phone for emergency services
We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
Device manufactures are responsible for releasing device updates and customers have the option to accept the updates or notIf Ms*** is not satisfied with released updates, she may reach out and contact LG direct
As outlined in our Virgin Mobile Terms and Conditions of Service, we have a "no questions asked” policy within the first daysTo be eligible for a refund, the merchandise (device) must be purchased through either our website or CareCustomers have days from date of purchase to return for full creditDevices purchased at third-party retail stores are subject to the stores return policyAfter the day return period if the customer purchased insurance on the device a claim can be filedUnfortunately, we do not have a loaner program to send her a replacement device
We attempted to reach Ms*** on several occasions at ###-###-####; unfortunately, we were not able to reach herOur records reflect that Ms*** activated an HTC Desire device on April 5, As such, this matter may have been resolvedWe welcome Ms*** to contact us at her earliest opportunity if further assistance is needed
On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced regarding this matterIf you or she has any additional questions regarding these issues, you or she can contact me at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time
Sincerely,
La *** * * ** *** **
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. My suggestions for Sprint in the future, would be to better train their in-store staff to better recognize certain restrictions for the promotions they are offering their customersHad I known at the time that having an month lease was a requirement for this promotion, I would have made sure I was in that planThe sales representative offered to waive my down payment and I accepted, the representative knowing that I was still planning to be in the BOGO lease offerIf sales representatives themselves do not know the restrictions, how can consumers be expected to know? I look forward to my further service with Sprint, and am happy that this issue was resolved. Thank you,
*** ***

[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.comAlthough I have accepted the response from Sprint, I still wish to keep this complaint open till I see the actual results in the next billing cycle and the one following to insure adequate adjustment have been madeI do however wish to thank Sprint (April) for her concern in rectifying this 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,
*** ***

August 16,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms***
*** regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to resolve her marketing and promotional concernsShe cited that she has not received the prepaid gift cards owed to her after porting her telephone numbers to SprintMs*** requested that we process prepaid cards to pay the Early Termination Fees assessed to her, by her previous wireless carrier
We appreciate Ms***’s taking the time to provide us with details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any delay that may have occurred related to the processing of her prepaid cards. During our conversation with Ms***, we verified that she received her prepaid card in the amount of $To completely resolve her promotional concerns, we applied a $credit to her account for the traof her device when she originally established service with usThat credit will be reflected on her next invoice
We are pleased that we were able to resolve Ms***’s concerns to her satisfactionIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
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 meI was also promised my early termination fee to be returned from a store manager in the Virginia Beach location on Virginia Beach Blvd., but since there are rules around returning replacement devices that NOBODY ever explained to me, I was rejected that money back*** H was helpful in returning money on a closed account with a negative balance, but that should have been returned months agoHe also explained that if you decide to return a replacement device, and you only have one line of service, your plan is automatically cancelled because they assume you are forfeiting your line of service by sending a phone back to SprintFunny how they forgot to mention that when my husband called before and after the phone was returned and nobody ever mentioned thisIf the customer service team explained to me or my husband that I would lose my plan and service with Sprint for returning a replacement device, we would have done everything in our power to avoid thatSince I was overseas at this time, there was no possible way to return the broken device in the timeframe allowed, therefore I had essentially no option but to accept this outcome and pay an early termination fee.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:This issue hasn't been resolvedSprint doesn't have a solution to my issue. I've been required to seek help from SamsungWhich I'm in the process of doing.
Regards,
Loretta W***

April 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the inquiry filed by *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information received, Ms*** states that she has not received her refund check
According to our records, Ms***’s refund check had not been mailed due to a system issueHowever, she will receive her refund within business days
We regret any inconvenience this issue may have caused Ms***If I may be of further assistance regarding this issue, please contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** S
Executive 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our Ms***’s concerns to our attention. In the information provided, Ms*** cited that someone has made multiple attempts to fraudulently order devices from her Sprint account but that she has been unable to speak with anyone in our Fraud department to discuss the matter, as suggested by our Customer Care representatives. She requested that we provide an explanation of what has occurred with her account and her resolution options We appreciate Ms***’s bringing this matter to our attention and regret any delay that may have occurred regarding our addressing her reported concerns. Our records reflect that this issue was previously brought to the attention of our Fraud department and that we completed our investigation on October 8, 2016. At that time, we confirmed that fraudulent activity occurred on Ms***’s Sprint account. Our records further reflect that the necessary actions were taken by our Fraud department representatives to resolve this matter expeditiously Unfortunately, our attempts to contact Ms*** by telephone and e-mail on November 1, 3, and 15, 2016, to discuss her reported concerns in detail were unsuccessful. We also mailed a letter to her at her billing address of record on November 7, 2016. However, she has not yet responded to us Based on the nature of Ms***’s reported issues, and because we have not had the opportunity to speak with her directly or to validate her account security information, we are unable to provide further details related to the actions taken or resolution of this issue. However, we believe that Ms***’s concerns appear to have been fully addressed We regret any inconvenience this matter may have caused. If we can be of further assistance related to this issue, or if Ms***’s account concerns remain unresolved, she 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, LaDonna *** Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I was misinform about the contract that I was signing as in the past I did not had any issues with Sprint, I actually contacted MrSean, left a massage but did not received a call back, as this shows what little the company cares about good standing costumer and the integrity of the service they provide. the company representative in the store try to insult my intelligence telling me that I can upgrade after the payments were done, as that is not an upgrade is just buying a new phoneI believed this is not going anywhere as it shows in their response that what matters is on paperI truly believed that I was taken advantage of as English is not my main language, I am a Spanish American citizen and the person who provided the service when I went to upgrade took advantage of that to make an extra dollar in their commission or sale numbersI guess that this type of issues are approved by the company corporate offices, moving forward I will continue to do my payments on time as I had done always and wait to the final payment to cancel my contract with this companyI do not want to endorse a company that takes advantages of costumers because language barriers
Regards,
Ronald B***

[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. this was resolvedplease stop messaging me and calling
Regards,
*** ***

September 19,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com File# ***, *** J***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint
for *** J***This complaint was served to Sprint on August 25, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from our Customer Care group while attempting to address her device concernsMs*** stated that upon establishing service, she was advised that phone numbers ending in ***, *** and *** were enrolled in the iPhone Forever programHowever, the iPhone devices were not enrolled in the aforementioned programAdditionally, she stated that a Sprint representative advised her that she would be charged $199, per deviceTherefore, Ms*** requested that Sprint review this matter and waive the $Lease cancellation charges, per device
Sprint has reviewed Ms***’s complaintOur records reflect that on August 18, 2015, Ms*** established service with Sprint by portithree lines of services associated with phone numbers ending in ***, *** and ***, and activated iPhone devices via Sprint’s lease programEffective 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 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
We regret any misunderstanding that Ms*** may have received with regards to our iPhone Forever programPlease be advised that Sprint’s iPhone Forever program allows qualified customers to receive an iPhone 6s or 6s Plus 16GB device in exchange for a 17, 18, or month Lease AgreementsBased on our review of Ms***’s account, we confirmed that she was not enrolled in the iPhone Forever programAs such, the iPhone device was not an eligible device affiliated with the iPhone Forever programBased on a review of her three Lease Agreements, Sprint was unable to identify any sale errors
Currently, our records reflect that on August 24, 2016, Ms*** ported-out phone numbers ending in ***, *** and *** to another wireless service provider prior to fulfilling the terms of her Lease AgreementsAs such, Ms***’s account was assessed Lease cancellation charge of $per line, which will reflect on the September invoiceFurthermore, Ms***’s account reflects an outstanding balance of $based on an accumulation of unpaid monthly recurring charges reflected on her April through August invoices
During a series of conversations with Ms*** from August through September of 2016, we have reiterated the aforementioned information to herAlthough no billing or sale errors were identified, on September 16, 2016, Sprint applied a one time $adjustment to her account to offset a portion of her August invoiceAdditionally, we have confirmed that as of August 24, 2016, Ms***’s account was cancelled, with a remaining balance due of $ 1,Ms*** has expressed her satisfaction with the resolution provided
We regret any inconvenience this matter may have caused Ms***We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms***’s feedback
If we can be of further assistance with this issue, Ms*** 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 Services Analyst

July 10, 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 inquiry filed with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms*** advises that her account has been charged for phones that were returned a couple months ago. She also advises that her account has been overcharged, is now disconnected, and that she has been assessed $2,in fees. We attempted to reach Ms*** via email and telephone on June 27, 29, and 30, 2017. We also mailed a letter to the address on file on July 3, 2017, requesting that she contact us regarding this inquiry. Unfortunately, we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify or authenticate that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and a security question and that the PIN or security question 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. We look forward to speaking with Ms*** so that we may obtain additional details and address her billing concerns. We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance with this matter, she 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

Tell us why here Executive & Regulatory ServicesPOBox 169014, Irving, TX 75016 June 14, 2017 Revdex.comWard ParkwayKansas City, MO 64114 Re: Revdex.com Complaint , *** Sprint Account
XXXXX, Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, filed on behalf of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that in March 2017, she inquired about lowering her monthly service charges and was instructed to return her water-damaged device. Ms*** also states that during this ***e she became aware of additional lines of service on her account added without her knowledge or consent. Ms*** stated that she returned the water-damaged device and received the applicable credit; however, Sprint canceled the disputed lines of service and assessed the associated cancellation charges. Ms*** stated that she has been unable to obtain assistance in resolving her concern, while receiving collection alerts. She requested that we reinstate her initial agreements We regret any miscommunication that may have occurred. During our conversation with Ms***, she confirmed that her initial lines of service ending ***, ***, and ***, are in use. Our records reflect that in July, August, and October 2016, Ms*** purchase new devices via new Lease Agreements (LA) and new lines of service. The new devices were swapped with the devices previously used with the lines of service ending ***, ***, and ***. The line of service ending *** was canceled on March 31, 2017, and the associated Lease Cancellation and Device Purchase charges were applied to the account. On April 1, 2017, we confirmed a returned device from Ms***. As a courtesy, we applied credits totaling $to her account to offset the Device Purchase charge and a portion of the Lease Cancellation charge reflected on her April invoice. If I can be of further assistance regarding this matter, 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 M.Executive Services Analyst

May 18, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account # xxxxxx*** Sprint Case # *** To Whom It May Concern, Sprint is in receipt of
the above-referenced complaint for *** *** submitted on April 18, We appreciate your assistance in bringing our customer’s concern to our attention. Ms*** expressed her dissatisfaction with the charges assessed to her accountAccording to Ms***, upon activating services with Sprint, she was offered Sprint’s 50% promotional price plan as well as a $credit per line for tradevices from her previous wireless service provider. However, Ms*** stated that her monthly recurring charges have exceeded quoted amount of $per month and she has not received the above creditsAdditionally, Ms*** stated that she had an unfavorable customer service experience while attempting to address and resolve her account concernsMs*** requested that Sprint review these matters and allow her the ability to cancel services without further cost to her. Sprint has reviewed Ms***’s complaint. Our records indicate that Ms***’s account was established on February 6, 2017, by portiphone numbers ending in ***, *** and ***In addition, she activated three devices via Sprint’s Leasing programPlease note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon the activation of service, the aforementioned phone numbers were configured onto Sprint’s 50% off competitor plan with limited data allowance, which includes an additional $discount per line/per month upon enrollment in Sprint’s Automatic Payment program Additionally, Ms*** established phone number ending with *** on February 9, 2017, by purchasing a Sprint *** Mobile Hotspot device at discounted pricing in exchange for a two year Subscriber Agreement, which is scheduled to expire on February 8, This line was configured onto our Mobile Broadband Data plan Further review of Ms***’s concerns indicate that the equipment associated with phone numbers ending in *** and *** were to be free upon the completion of the respective Lease Agreements. In order to ensure a satisfactory and mutually acceptable resolution, we applied a total credit of $to her account to offset a portion of the monthly lease chargesIn addition, we approved and processed Gift Cards totaling $to offset the remaining monthly lease charges as well as the switch to Sprint promotional offerPhone number ending in *** was updated to the Sprint’s 50% promotional price planLastly, on May 15, 2017, we applied a final adjustment of $to her account to offset the current account balance, leaving a zero balance We spoke with Ms*** on May 15, 2017, and relayed the aforementioned information and resolution to her. During the call, Ms*** confirmed her understanding with the information relayed to her and she is aware that she must enroll in Sprint’s Automatic Payment program in order to receive the $discount per line/per month. We appreciate Ms*** taking time to provide details of her experience with local retail store. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms***. If I may be of further assistance, Ms*** can reach me directly by calling the Executive and Regulatory Services Department at ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William *** William *** Executive & Regulatory Services

According to the information provided, Ms***’s stated that her account is being assessed Lease Agreement and Lease cancellation charges, after she returned her devices to SprintMs*** requested that we thoroughly review this matter and adjust her account accordingly Effective
September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Our records reflect that on November 8, 2016, we confirmed that the device in question was received in our warehouse. As such, we cancelled the Lease Agreement and waived the associated Lease cancellation charges. We contacted Ms*** on November 8, via email and relayed the aforementioned information to her

Tell us why here...June 22,
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 June 19, 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 was experiencing dropped calls and a low level of customer serviceIn addition, Mr*** stated he was informed he was not in a contract with Sprint and he could cancel his services at anytime without penaltyMr*** stated he switched to another wireless provider and returned his device associated with phone line ending in *** to retail locationMr*** requested that Sprint adjust the balance on his account
According to our records, on August 8, 2016, Mr*** upgraded his device associated his phone line ending *** via the Sprint’s Leasing programUpon upgrade of the device, Mr*** was provided with a clear disclosure of his monthly recurring charges, equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the upgrade of his device
We have confirmed that Sprint’s coverage is available in Mr***’s home service area of Orange, TXWe regret that the coverage in Mr***’s area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Mr***’s billing address of Orange, TX was operating within parameters
As outlined in our Terms and Conditions of Service, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, dropped calls can occur any time the radio signal between our network and a wireless device is blocked by natural, man-made, or weather-related obstructionsBecause we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage
On June 9, Mr*** visited a local retail location and requested to cancel his services and returned the Samsung Galaxy Sdevice associated phone line ending in *** prior to lease completion end dateTherefore, Mr*** incurred lease cancellation charges and end of lease device purchase price totaling $as reflected on the June billing statementAt that time, Mr*** was informed that the lease cancellation charges were validWe are unable to substantiate Mr***’s claim that he was informed he could cancel at any time without penalty
To resolve this matter, we applied a credit of $to offset the end of lease device purchase price and the lease cancellation as reflected on the June billing statementWith this credit, Mr***’s account is closed with a balance of $which represents lease cancellation charges and monthly recurring chargesWe contacted Mr*** on June 22, and discuss our findingsMr*** expressed his dissatisfaction with our resolution
We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr***’s as a customer and have forwarded his feedback to the appropriate managerial staff for further review
We regret any inconvenience this may have caused Mr***If Mr*** would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst