Sprint Corporation

December 15,
L*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, A*** ***
Account XXXXX
Case ***
Dear Ms***:
Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your
assistance in bringing our customers’ concerns to our attentionWe spoke with Ms*** on December 10, 2015, regarding her account concernWe are confident her issue has been addressed and resolved
In her inquiry, Ms*** states that she encountered challenges after she signed up for our Direct You programThis is a free premium service where a Sprint expert will deliver a device whenever and wherever a customer would l**eA Sprint expert will activate the device, show a customer how it works and even transfer data from the old device to the new deviceShe requested we review the matter
Ms*** indicated there was a scheduling issue, and we were unable to assist and she received poor customer service during the interactionAs a result, she canceled her orderShe received a bill for $ 46.16, which she is disputingShe is also requesting a refund for the $she paid for the devices at the time of the order
We reviewed the invoice and she was charged $for the leases devicesThe lease has since been canceled and a credit of $was issued to her accountIn addition, a refund was processed for $on December 11, 2015, back to the credit card
We appreciate Ms*** for taking the time to provide us with details of her experience with the Direct You programWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any inconvenience Ms*** may have experienced as a result of this matterIf we can be of further assistance, you can contact the Executive & Regulatory Services department toll free at 1-855-848-using extension/PIN I am available Monday through Friday from 8:a.mto 4:p.m., Central Time
Sincerely,
Ann H
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:In regards to the response from Sprint, I do not agree with several points mentioned. First, it was mentioned I was disputing on behalf of Ms***, which is my wife and our account. Sprint stated one of the devices when services activated was used, this was true to my best knowledge as we had the phone repaired and it was missing a camera back plate and had internal components which did not match the phone. Even still, we did not ask for a refund on this phone. Secondly, Sprint stated I was having coverage issues and upon speaking to a customer service agent, I was told I could cancel service and cancellation charges would be waived. This is correct, In early December, I spoke with a customer service agent from sprint (REF I1312276800) who advised we were clearly outside the service area which is why we would go hours without any service. The agent also assured us we would not be charged anything to cancel the lines due to the lack of service. I am disputing any charges due to the cancellation of the lines. Furthermore, it is unsettling Sprint would quote to me "catch all" parts of the contract regarding how their coverage's are not guaranteed and how they make no promise their network will work but expect the contract to be upheld exclusively. The sales representative at sprint sure "upsold" how great the network is and how they guarantee how great and wonderful it is. Also, upon talking to customer service, they were shocked as to why we were being charged individually for each device when several buy one get one promotions were active. Furthermore, when the initial lines were activated, I had traded in a new Iphone 6s plus for a Iphone plus. Rebecca, our sales associate ensured me that this was my phone and we would not be charged for it, nor would we be under any lease or payment agreement. She even advised I could come in tomorrow and "upgrade" it if I choose to. When we went through the cancellation process we were then told there was a mistake and we needed to now pay full price for the phone. This is the another charge we were disputing, the full refund for the iphone plus. Finally, Sprint did not offer any refund, or credit to resolve this as they are advising. The solution presented to me was to pay the entire outstanding balance immediately, also to turn in all associated equipment. The process took so long and the only way we were going to be able to switch to a more adequate provider was to trade the phones in for a small credit to switch and to prevent us from being without a phone for the extremely long dispute process. I would like to be refunded the approx$for cancelation and the cost of the iphone 7plus (because of the threatening phone calls to report to a credit dispute even though there was a corporate case open, I paid the entire balance)
Regards,
*** ***

[To assist us in bringing this matter to a close, you **st 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 bec***e: I had already talked to the only carrier (***) about the phone I had and they told me with that number, theycould program my phone for *** I called Sprint before I bought the phone to inquire if they had service where I live and I was told yes two differenttimes by two different reps Additionally, Spring advertises on TV that they are within 1-2% of ***'s network for service That is advertising.I do not live in the boondocks and there should be no reason why we can't get service in our town I relied on the advertising, talking to their reps, before I even ordered the phone and didn't find out I couldn't get service until I got home Since it was their error, I should have been providedthe number It is a total joke that I would pay them for a whole year for service I can't even get in the first place The Sprint Executive Rep told me they were within FCC guidelines, and that is all she basically cared about Bad business practices for sure.
Regards,
*** ***

April 25, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint from Mr*** ***, submitted on March 31, We apologize for any inconvenience that Mr*** experienced as a result of this matter and appreciate your assistance in bringing our customers' concern
to our attentionAccording to the information provided, Mr*** expressed his dissatisfaction with the monthly service charges assessed on his accountAccording to Mr*** he was quoted a monthly service charge of $per month, which includes a monthly lease agreementHowever, his monthly service charges have exceeded his expectationsMr*** requested that Sprint review this matter and honor the offer that was provided by our Customer Care groupSprint has reviewed Mr***'s complaintAccording to our records, Mr*** established on October 19, 2014, he established his account with Sprint with one line of service and was placed on Individual plan, which totaled $including applicable taxesOur records further show, on March 6, 2016, Mr*** contacted Sprint and upgraded his device on phone line ending in *** to a Samsung Galaxy Sdevice via Sprint’s Leasing programUpon the completion of the upgrade, Mr*** a $monthly loyalty service credit to offset his lease monthly charge of $and an additional $courtesy credit for two months was applied to his accountAdditionally, Ms*** is receiving an 18% employee discount towards his monthly service chargeBased on our review, we are unable to identify any billing errorsWe spoke with Mr*** on April 14, 2016, and further discussed his account concernsIn an effort to amicably resolve the matter, we offered a one-time courtesy credit of $240, which is for the difference of $over months, and we offered additional credit for the recent accessory purchase and Activation Fee of $As a result, a total credit of $was applied to his accountMr*** was satisfied with our resolutionWe apologized for any inconvenience Mr*** may have experienced while attempting to resolve this matterWe appreciate Mr*** for taking the time to provide us with the details of his experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processesIf we can be of any further assistance regarding this matter, Mr*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central TimeSincerely, *** **
*** *Executive Services Analyst

January 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** expressed frustration with Sprint’s options to replace her damaged iPhone device We apologize for any inconvenience Ms*** endured during her time without a working phone. In our conversation on January 19, 2017, I offered service credits equivalent to payments of the lease on her current iPhone as a one-time courtesy. Ms*** expressed interest in upgrading her phone rather than replacing it. I offered to cancel lease *** and waive the accelerated and buyout charges once she returns her iPhone 6. Ms*** confirmed that her concerns were resolved If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 6:p.m., Central Time Sincerely, Linard *** *** Associate Analyst Executive & Regulatory Services

May 8, 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return period. Ms*** expressed her dissatisfaction with not being provided a full refund for the amount paid at the point of sale after returning the devices during Sprint’s Satisfaction Guarantee periodMs*** requested that Sprint review this matter and address her concern accordingly Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We have attempted to reach Ms*** on May 2, 4, and 8, 2017, and mailed a letter to the address on file requesting that she contact us to discuss her concern, but have been unable to reach herWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should be advised that in order to discuss the details of her account, she must be able to authenticate her account. As a result, we want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, John CExecutive Services Analyst

June 30,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** *** ***
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate
your assistance in bringing Ms***’s concerns to our attention
Ms*** stated that, shortly after activating service in April 2015, she discovered that her plan was higher than expected and she experienced service issuesMs*** indicated that, upon contacting our Customer Care department, she was advised that her service plan was invalid and that there were network issues in her areaMs*** has requested that she be allowed to cancel her Sprint service and have all Lease Agreement cancellation charges waived
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 informationAdditionally, we regret that Ms*** experience with service in her local calling area is falling short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers
We spoke with Ms*** on June 30, 2015, to discuss this matter in detailAfter a review of Ms***’s account, we extended and offer to allow Ms*** to cancel her service and waive all Lease Agreement cancellation charges contingent upon the return of her devicesIn light of this offer, Ms*** accepted the terms for our proposed resolution and expressed satisfaction with the actions takenThis offer is valid for a period of days from the date of this response
We regret any inconvenience that this matter may have causedIf Ms*** needs additional assistance with this matter, we ask that she contact our Executive Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time
Sincerely,
*** C
*** C
Executive Services Analyst

March 11,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***
Account XXXXX***, *** ***
Case ***
To Whom It May Concern:
On March 4, 2016, Sprint received an inquiry submitted by your office on behalf of Mr
*** ***According to the information provided, Mr*** is disputing the $Airave non-return fee billed to his account, stating that he was not advised to return the Airave deviceWe appreciate your assistance in bringing Mr***’s concerns to our attention
We regret any inconvenience Mr*** may have experienced as a result of this matterAccording to our Airave terms and conditions of service, the Airave will remain the property of Sprint and it must be returned if the Sprint service in connection with the equipment is discontinued or terminated for any reasonFailure to return the equipment within days of cancelation will result in the customer being assessed an Airave non-return fee
On March 8, 2016, we contacted Mr*** via email to discuss his concerns in detailAlthough the disputed charge is valid and normally would be sustained, we have applied a credit in the amount of $to his account to offset the Airave non-return fee in fullAs a result of this credit, the canceled account reflects a zero balance
We regret any inconvenience this matter may have caused Mr***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,
Susan F
Executive Services Analyst

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO 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 Mr*** ***, submitted on July 12, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that he ported in lines of service on July 4, He further stated that he took advantage of a Buy One Get One (BOGO) offer on the iPhones at that time and was suppose to receive the two iPhone iPhone 6s on lines ending in *** and *** freeHe states that the credit was not applied to the account to make the phone free; however, he states that he was given a credit in February toward the promotion, and he feels that he is still due about $Mr*** is requesting the BOGO offer to be fulfilled and additional credit for time spent addressing this matter We spoke with Mr*** on July 20, 2017, regarding his concernsWe partnered with our escalation team that was already investigating his concernsBased on our findings, a credit was applied to the account in the amount of $Furthermore, a goodwill credit is set up to be applied in the amount of $monthly starting on August 3, 2017, and ending on December 3, Mr*** expressed satisfaction with the actions takenWe appreciate Mr*** for taking the time to provide us with details of his recent customer service experience. 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 processesWe 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, LaToyaPLaToya P Executive Services Analyst

September 28, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Darlene *** Sprint Account xxxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsDarlene ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her filing, Ms*** expressed her dissatisfaction with the length of time taken for promotional equipment credits to apply to her Sprint account for devices she activated in July 2017. She acknowledged her awareness that the promotion would not reflect on her invoices immediately but advised that she still has not received the award, which resulted in higher monthly service charges than she was quoted. Ms*** also described unfavorable customer experiences during her attempts to address that concern. We regret any misunderstanding or delay that may have occurred regarding Ms***’ device promotional credits to her Sprint account. Our records reflect that Ms*** activated her five new devices on July 7, 2017, and that she was qualified to receive promotional prepaid gift cards as reimbursement to offset the full amount of the installment bill agreements. As outlined in the terms of that promotion, customers’ gift cards should be delivered within three to four weeks after days of service activation. Pursuant of the terms of our referenced device promotional offer, Ms*** promotional gift cards were processed and sent to her on .September 2017. Ms*** used those cards to pay off her noted device installment charges, and her account was updated to reflect that information effective September 14, 2017. As a result, her Sprint invoices for the remaining months of her scheduled installment agreement should only reflect her monthly service charges plus applicable taxes and any other account charges During our conversation with Ms*** on September 26, 2017, we explained the information outlined above. She acknowledged that information but requested that we terminate service to four of her five mobile numbers. We scheduled those terminations for October 6, 2017, the end of her current billing cycle. In addition, we provided information that her basic monthly service charge for her remaining mobile number would be $before the $promotional Auto-Pay discount plus applicable taxes. Ms*** confirmed her understanding and acceptance of our resolution We appreciate Ms***‘ taking time to provide details of her 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 Ms*** may have experienced as a result of these matters. If we can be of further assistance with these issues, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive 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:
Sir, this is to inform you that my complaint ID *** has been resolved, thank you very much for your
help
Regards,
*** ***

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxxx
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, an authorized end user on the account of Ms*** ***. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** states that a Sprint store representative advised him that he would be able to activate his Verizon branded Samsung Note and SPlus phones on Sprint’s network; therefore, he states that he paid Verizon $2,for his phones and ported his phone lines to Sprint. However, Mr*** states that after porting his phone lines to Sprint, the devices were unable to be activated on Sprint’s network. He further states that a ticket was created, which confirmed that the devices in question could not be activated on Sprint’s networkAs a result, Mr*** requests that Sprint exchange both the Samsung Note and SPlus Verizon devices with Sprint devices of the same models Sprint offers Bring Your Own Device (BYOD) options for its customers; however, our BYOD program is limited to specific, eligible devices at this time. Our eligible device lineup and the details associated with our BYOD program are located online at www.sprint.com/landings/bring-your-own-phone/. Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device. Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint network, systems and software choices to ensure the best possible wireless experience. Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about Sprint’s unlocking policy may be found at www.sprint.com/unlock. During our discussions with Mr***, we advised him that we have confirmed that his noted devices are not eligible for our BYOD program and are not supported for activation on Sprint’s network. We regret any possible misunderstanding that may have occurred regarding our BYOD program. In an effort to reach an amicable resolution to this matter, we offered Mr*** the option/ability to take advantage of any of our current promotions, as well as top dollar for the travalue of his Verizon devices, in addition to waiving his activation and shipping fees. Regrettably, Mr*** declined our offers. Respectfully, we are unable to grant Mr***’s request to exchange his Verizon devices for Sprint branded devices; however, should he reconsider, the aforementioned offer is available to him until February 10, Sprint regrets any inconvenience this matter may have caused Mr*** and appreciate his and Ms***’s business. If additional assistance is required, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Service Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Gwendolyn ***

December 23, 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 Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the level of service received while attempting to resolve his account and device concerns, citing that he was offered one-time, per line, $service credits and the ability to exchange his Apple iPhone 6s devices to the new Apple iPhone 7s plus devices upon availability. He request that we honor these offers and apply the credit to his account and allow up to exchange his devices We appreciate Mr***’s taking 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 his concerns will be forwarded to the appropriate managerial staff for further review 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 We regret any misunderstanding and or misinformation that may have occurred related to Mr***’s Sprint device and billing concernsOur records reflect that Mr*** activated a new Sprint account on September 8, 2016, when he ported two new lines of service from his previous carrierOur records further indicate that Mr*** obtained his new Sprint equipment via Sprint’s Lease Agreement program for the Apple iPhone 6s devices During our conversation with Mr*** on December 14, 2016, we confirmed the above referenced information. Mr*** advised us that he accepted the lease agreements for the Apple iPhone 6s devices with the understanding that he would be able to exchange them out with the iPhone 7s plus devices, upon availability. Further, he stated that he was offered a $credit per line, for porting his services to Sprint. Although we were unable to confirm these offers, on December 20, 2016, we partnered with the retail location of purchase, who applied service credits totaling $120, equal to the $per line promotional offer, to Mr***’s Sprint account. We also verified that Mr***’s Apple iPhone 6s devices were upgraded on December 21, 2016, as requested We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these concerns, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna JExecutive Services Analyst

Complaint Type:Service IssuesselectProblem:Previously I made a complaint, followed up by a call from a rep with sprint who seemed to understand the problem said she would fix it and send me out the required materials so I can settle this disputeHowever I received in the mail today a final bill with just an amount owedThis has gotten out of hand that I have talked to over people with this company all saying they understand what I need and will resolve it , The issue is I was paperless I need a printed itemized bill that reflects all charges on lines that include the termination fees , all I have received is a final bill with a amount due of I switched to att and they need a bill itemized showing four lines and four termination fees , This should not be such a big deal I would go on line but I'm unable to download a bill from october, I should not go into collections until they send me what I asked for I was a customer for years paid 36,for their services and never late I really don't know what I can do to get this simple thing accomplished but I will not pay them till they give me an itemized bill from oct .TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:also a correction to my credit report

December 23,
*** ***
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 Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** states that her device is malfunctioning and is requesting a new replacement device
We attempted to contact Ms*** via telephone and e-mail on December 7, 8, 10, and 14, 2015, to discuss her reported concerns in detailWe also sent a letter to her address on file to alert her of our attempts to reach her to discuss these mattersUnfortunately, we have been unable to reach her
We appreciate Ms***’s taking the time to provide us with the details of her 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 customer feedback and will utilize this input to improve our training processes
We regret any possible misunderstanding that may have occurred related to the replacement of Ms***’s deviceOur records reflect that her replacement device was ordered on December 6, 2015, at no additional cost to her, and that it was activated on her account on December 9,
If you have questions regarding this concern or if Ms***’s reported concerns remain unresolved, you or she 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

June 20, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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 the information received, Mr*** disputed device charges assessed to his Sprint account when he terminated his services with us due to military deployment, citing that we initially agreed to remove those charges upon our receipt of his devices to our possession but that he subsequently learned that the charges remain and that the matter is reflected on his credit report. Mr*** requested that we credit the equipment charges and restore his credit bureau reporting related to this matter. We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint account balance. Sprint offers our customers who are deployed in the military and can provide the requested documentation the ability to suspend services for up to months. During that time frame, the customer’s service is suspended to prevent usage and monthly service and device installment agreement charges are not billed. The months while the account is under military suspension will be deducted from any existing device agreement. Customers who subscribe to our Military Suspend Plan receive three letters after enrolling in the program. The first letter sent provides the terms and conditions of the military suspend policy and agreement. The second letter, sent during the thirty-fifth month of suspension, is a reminder to the customer that the suspension term is nearing expiration. It directs the customer to contact our Customer Care department to reactivate their previous plan or choose a new plan if their previous plan is no longer available. The third and final letter is sent in the thirty-sixth month to inform the customer that the military suspend has expired, and it will direct the customer to call Sprint immediately to select a service plan. If no contact is made with Sprint within days of the third/final letter, the line of service will be canceled Although the Sprint Military Plan does not waive Sprint Easy Pay balances when canceling service, our research revealed that one of our Customer Care representatives agreed on July 15, 2015, to apply credits to Mr***’s account to offset the Sprint Easy Pay balances for his two lines of service in exchange for the return of the associated equipment in good condition by July 30, 2015. Our records reflect that the equipment was received on August 19, 2015. Although we did not receive Mr***’s returned devices by the agreed-upon date, we applied credits totaling $to his account on June 15, 2016, to offset the disputed charges in full. As a result, his account is in closed status and reflects a zero balance. In addition, we have contacted the third-party collections agency assigned to his account and requested that further collection efforts on the account be discontinued. The collections agency will update the credit bureaus to remove any negative reporting regarding this issue. During our June 15, 2016, conversation with him, we advised Mr*** of the above-noted information. We also informed him that credit reporting bureaus may take up to days to reflect the referenced changesMr*** expressed satisfaction with our resolution. We regret any inconvenience this matter may have caused Mr***. If we can be of any further assistance with this concern, Mr*** can contact me directly by calling our office toll-free at ###-###-####, ext*** and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday. Sincerely, Stan S.Executive Services Analyst Tell us why here

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** ***. We apologize for any inconvenience she experienced in this matter. In the information provided, Ms*** expresses her dissatisfaction in regard to payment arrangements established on her account. She indicates that she was unable to remit payments in accordance with the established account payment arrangements. She also indicates that she subsequently ported two account phone numbers to another carrier and disputes the resulting phone cancellation charges. Further, she requests that her phones be unlocked. She also reports that she is not satisfied with the level of customer service that she received when she attempted to resolve the matter. During our discussion with Ms*** on December 23, 2016, we confirmed that she ported out two of her phone numbers as she was unable to remit payments in accordance with the account’s established payment arrangements. We also cancelled another account phone number in accordance with her request. She did not request that her phones be unlocked. She requested to return the applicable phones for the resulting phone cancellation charges to be credited for the three cancelled phone numbers. We agreed to apply account credits to offset the resulting phone lease cancellation charges with the return of the phones in good condition. We also sent her return kits to return the phones and we advised her that the offer is valid for days. She indicated that the matter is resolvedUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlock. Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options. The associated account is in good standing. The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked. The device has been active on the Sprint Network, currently or in the past, for a minimum of daysDuring our discussion with Ms***, we confirmed that her account phones are not eligible for unlocking because the account is not in good standing due to a past due balance. As a result, we are unable to take any further action on this matter. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that Ms*** experienced in this matter. If she needs further assistance, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Patricia SExecutive 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 Is it possible to receive a statement showing that our credit was not effected by this being turned into collections?
Regards,
*** ***

Executive & Regulatory Services P.OBox Irving, TX January 13, 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 complaint of Mr*** ***. We appreciate your *** with bringing our customers’ concerns to our attention In his inquiry, Mr*** stated that he canceled his account and Lease Agreements by porting out his numbers, but disputes the associated Lease Cancellation charges. He states that he was informed that the Lease Cancellation charges would be waived if he returned the phones. He has requested that Sprint waive the charges or return the phones to him. He has also requested that the associated account balance be recalled from the outside collections agency (OCA). We regret any miscommunication that may have occurred regarding the terms of the Lease Agreement, which explains that if a Lease Agreement is canceled prior to its satisfaction, the remaining balance of the Lease Agreement will be assessed to his account. Additionally, a device purchase charge would be assessed to the account, which we will waive contingent upon the return of the associated device. Because Mr*** returned his devices, the associated device charges reflected on his October invoice were offset by account credits of equal value and are reflected on his November invoice. Unfortunately, we are unable to comply with his request to waive his account balance. As of today, his account has not be forwarded to an OCA If I can be of any further *** regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** so that we may fully address her concerns. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst