Sprint Corporation

May 30,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted
on May 20, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his billing concernMr*** expressed his dissatisfaction with the charges assessed to his account as reflected on his monthly billing statements, after he established services with SprintMr*** specifically stated that he was receiving $discounts for two lines of service associated with phone numbers ending in *** and *** and recently stopped receiving the aforesaid discountMr*** requested that Sprint review this matter, and reapply the above-referenced discount to his account accordingly
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** established services with Sprint on December 17, 2016, by portiphone numbers ending in ***, ***, and ***At that time, she activated a Samsung Galaxy Sand two LG X Power devices via Sprint’s Monthly Installment Billing programAdditionally, Mr*** upgraded the device associated with phone number ending in *** by activating an iPhone Black 32GB device via Sprint’s Leasing program
Sprint confirmed that on December 27, 2016, Mr*** elected to update his price plan from Sprint’s Unlimited, My Way plan to Sprint’s Unlimited Freedom plan and applied for a recurring discount under the terms of Sprint’s National Vendor Program (NVP)In order to receive a discount through the Sprint Discount Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are now required to revalidate their eligibility for this discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verifyShould customers not complete the validation process, they will not receive the discountIn addition, if a customer cancels a line of service and has not fulfilled the service term on that line, any applicable Early Termination Fee will applyCustomers can always revalidate their discount with Sprint and the discount will be honored if the customer meets the eligibility requirements
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 regret any misunderstanding regarding the Sprint Discount Program; however, Mr***’s price plan selection is ineligible to participate in Sprint’s Discount ProgramPlease note that customers who select Sprint’s Unlimited Freedom plan with lines 3-free after discounts for enrolling in Sprint’s Automatic Payment program and are enrolled in Sprint’s Discount program; may qualify for a $flat rate discount on lines 1, 2, and 6-(up to 10)Customers may keep the discounts as long as they remain on the plan and comply with program eligibility requirements; however, the discount will not apply on the lines 3-until after January 13, when Free promotional period for lines 3-endsFurthermore, some organizations do not qualify to participate in the Sprint Discount program under the Unlimited Freedom plan
We spoke with Mr*** on May 25, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised that we regret any confusion created by the misapplication of recurring service credits on his 3rd and 4th line of service on his January and March billing statements; however, Sprint sustains that the terms of Mr***’s elected price plan have been properly disclosed to him and respectfully we must deny his request to reapply the aforesaid discount to his 3rd and 4th phone numbers ending in *** and ***In order to provide an amicable resolution and closure to this matter, Sprint offered a one time courtesy adjustment in the amount of $to offset monthly recurring service charges on Mr***’s upcoming billing statementMr*** accepted our offer and confirmed his understanding of the information relayed to him during our conversation and had no further concerns
We appreciate Mr*** taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We 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,
David H
Executive Services Analyst

June 7, 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 Mr*** *** to our attention. We regret any inconvenience that he may have experienced in this matter. According to the information provided in the complaint, Mr*** indicates that our Telesales representative offered him Sprint’s Galaxy SBuy One Get One (BOGO) promotion in conjunction with four associated phone numbers that he ported to Sprint. He also states that he saw an advertisement in which the monthly lease charges would be $for each of the three Galaxy Sdevices and $for the Galaxy SPlus device in conjunction with the BOGO promotionHe states that a Customer Care representative subsequently advised him that although the four signed leases reflect different monthly charges than he saw being advertised for the above-referenced devices, an account credit would be later applied to his account to partially offset the difference in lease charges. He also states that he anticipated that an iPhone that was activated on his account to be free; however, his account reflects the monthly lease charge for the iPhone 7. At this time, he requests that the matter be reviewed and that the advertised lease charges for his five lines of service be reflected on his account. During our discussion with Mr***, we confirmed with him that the four leases that he signed for three Galaxy Sand a Galaxy SPlus reflected the valid monthly lease charges of $for each of the Galaxy Sdevices and $for the Galaxy SPlus device. We also advised him that an additional monthly rent charge of $is included in the monthly lease charge for each of the Galaxy Sdevices and a $monthly rent charge is included in the monthly lease charge for the Galaxy SPlus device. We advised him that the rent charge that is assessed is based upon the credit review performed at the time the establishment of the four leases. We also advised Mr*** that a rent charge is an amount paid by the customer for the right to lease a device for a set time periodIf a customer is charged a rent charge, a portion of each scheduled monthly lease payment includes a rent charge. Additionally, we confirmed with him that the Galaxy SBOGO credits will be reflected on his account in to billing cycles in conjunction with the three Galaxy Sand Galaxy Sdevices activated on his account. We also confirmed that our Telesales representative offered Sprint’s iPhone On Us promotion for the account’s remaining line of service which would provide for an iPhone for free. The terms of the promotion require a tuof a qualified phone to Sprint. Our review of the account records indicates that the phone that Mr*** turned in to Sprint was not an eligible phone to receive the iPhone On Us promotion. Our review of the account records indicates that we applied an $account credit for the above-referenced phone that was turned in. In view of any possible misunderstanding in regard to these matters, we advised Mr*** that with the return of his account phones in good condition, we will cancel the associated leases and apply account credits to offset the lease balances. We also advised him that the offer is valid for days. If Mr*** needs further assistance with this matter, or would like to accept our offer, I can be contacted 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, Patricia SExecutive Services Analyst

Hi,I wanted to write my response to the issue with SprintI was playing phone tag with their representativeShe had offered to refund the entire amount for my ex husband's I-phone if I sent her a copy of the restraining orderShe was working hard to satisfy my concerns and I wanted to have the opportunity to express my gratitude! She went above and beyondBut, since you closed the case she may not refund my moneyPlease advise.With warm regards, *** ***

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** states he was offered a plan change to our Unlimited Freedom plan to save him money compared to his previous plan and stated that he was informed that nothing would change, other than pricing. Since then, he states he receives data management alerts via text message after exceeding a certain amount of gigabytesMr*** is requesting to switch back to his previous service plan Based on the information provided, Mr*** is disputing our network management practices; citing that he experienced reduced data speeds. Sprint is committed to providing the best wireless broadband data service experience possible for its customers. To ensure that all Sprint customers enjoy the best possible network experience, Sprint reserves the right to employ network prioritization to help protect against the possibility that unlimited data plan customers that use high volumes of data may occupy an unreasonable share of network resources. Beginning on October 16, 2015, high data users, who are defined as those who use more than GB (to be adjusted periodically) of data during a single billing cycle, will be de-prioritized for the remainder of that billing cycle at times and places where the availability of network resources is constrained. Affected unlimited data customers will continue to be able to enjoy unlimited amounts of data without the worry of overage charges or hard, full time bandwidth reductions because these temporary reductions in performance will only occur at times and places where capacity is constrained. When constraints on the network subside, or the customer travels to an area free of network constraints, their data speeds will return to normal. Based on our review of Mr***’s account, he utilized GB of data. As a result, his phone number may have been subject to network prioritization during the billing cycle May through June We spoke with Mr*** on June 23, 2017, and advised him of the above information. In an effort to amicably resolve this matter, at his request, we changed his plan back to the previous service plan on his account effective for his next billing cycle date, July 4, 2017. Lastly, a courtesy credit of $was applied to Mr***’s account as a gesture of goodwill. With these actions, Mr*** confirmed that his inquiry has been fully 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 If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

March 3, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***
Account XXXXX***, *** ** *** Case *** Dear Mr***: On February 27, 2017, Sprint received an inquiry submitted by your office on behalf of *** ** ***. According to the information provided, Mr*** stated that his account was to be canceled; however, he continued to be billed for services. We appreciate your assistance in bringing Mr***’s concerns to our attention On March 1, 2017, we contacted Mr*** regarding his concerns. Our records indicate that Mr*** previously ported his telephone lines to his new provider; however, the account remained active with a Sprint Phone Connect device. On March 1, 2017, we canceled the account in accordance with Mr***’s request. We also applied credits totaling $to offset the disputed charges on the account. As a result of these credits, the canceled account reflects a zero balance We appreciate Mr*** taking the time to provide us with the details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr***. If additional assistance is required, Mr*** 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, Susan FExecutive Services Analyst

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that when she tried to port her numbers out to a new wireless provider she contacted Customer Care to have one of her devices unlocked. She states that she was told it would take two days to complete the unlock processMs*** states that after talking with the representative, the device for the line in question stopped working. Upon contacting Sprint, she states that she was told that the device would not work until the unlocking process was completeMs*** is requesting that we credit her account for the two days of service that she was unable to use the device We spoke with Ms*** on May 1, Ms*** advised that her issue was resolved prior to our contact with her and that there are no further issuesOur review of her account shows that her service is cancelled and the account has been paid in full If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, Leland *** *Executive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Fri, May 26, at 2:PMSubject: RE: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com I also have tried to contact ***,I was unable to reach him at ###-###-#### ext***I have also reached out via Email, due to traveling I do my best to take calls when time allows. $is the final offerIf that is ALL Sprint is willing to offer than I have NO choice but to accept this offer. This does not satisfy ALL my disappointment with Sprint and how I felt I have been treated and NOT being provided with accurate information in regards to charges, very misleading.Not to mention the “run around” I received from EVERY SPRINT Store and calling centersEach pointed fingers at the other.I just feel like Sprint is scamming people. *** ***

August 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 above-referenced inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with her monthly Sprint charges being higher than the amount quoted when she switched her services to us and with the length of time taken to provide promotional credits owed to her as part of our contract buyout offer. She requested that we provide the pricing she was quoted and the promotional reimbursement for the devices she turned in to us Our records reflect that Ms*** activated new Sprint services on May 29, 2017, and was offered two Samsung JEmerge devices via Sprint’s Installment Agreements *** and ***. Additionally, Ms*** was offered Sprint promotion to receive a Visa Prepaid Cards for $for each device. In order to qualify for promotional Visa Prepaid Cards, customers must register at www.sprint.com/phonesonus within days of service activation. We confirmed that Ms*** completed the required registration for the Visa Prepaid cards and should receive her cards within the next three weeks. Further, our records reflect that Ms*** activated her services on our Unlimited Freedom Plan with Auto Pay for $per month for two lines of service, plus applicable taxes, surcharges, fees, and equipment monthly installments. In accordance with our installment billing agreement program, customer can cancel their device agreement at any time with payment in full for the remaining equipment charges Additionally, as stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via Visa Reward Card (less travalue provided at the point of sale) after online registration and new phone activation. Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract Buyout. Eligible switching fees include Early Termination or Equipment installment balance (leased devices do not qualify as ownership of leased phones is retained by the carrier). Taxes, surcharges, service plan charges, usage charges and late payment fees are not included. Customer is responsible for paying their previous providerOur records reflect that Ms*** registered to receive the buyout credits as outlined above and we confirmed that she should receive the Visa reward cards for the buyout credits by August 10, 2017. 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 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,
Rebecca ***

August 15, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Ms***’s inquiry, she disputed restocking fees assessed when she returned devices to us within our 14-day Satisfaction Guarantee period and described unfavorable customer experiences during her unsuccessful attempts to cancel her mobile number port request. She requested that we provide a refund of all charges assessed to her non-activated Sprint account and cancel her porting request We regret the circumstances that led to Ms***’s decision to discontinue the activation of her Sprint services, as well as any possible misunderstanding that may have occurred regarding her account billing and the cancelation of her port request. Our records reflect that Ms*** returned her newly-obtained Sprint devices to one of our retail locations on July 28, 2017, and that $restocking fees were assessed, pursuant to our Terms and Conditions of Services. Our records further reflect that she attempted to cancel her porequests at that time but was referred to our Customer Care department for further assistance with that effort. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 4, 9, and 15, 2017, to discuss her concerns in detail were unsuccessful. We also sent a letter to her at her address of record on August 11, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly for assistance. However, she spoke with representatives of a specialized escalations team on August 2, 2017. At that time, we confirmed that we that her port requests were canceled on August 2, 2017, and that we processed refunds of the restocking fees on August 7, 2017. Ms*** indicated her satisfaction with the actions taken We appreciate Ms***’s taking time to provide details of her experiences with our retail and Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Ms***. We believe that her reported concerns have been fully addressed; however, if she would like to discuss these matters in further detail, we invite Ms*** to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine D

July 19, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, who confirmed her recent name change to Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the
information received, Ms*** related that recent changes to two of her lines of service led to our assessing Early Termination Fees (ETFs) totaling $to her Sprint account but that representatives at one of our retail locations assured her that the charges would be removed from her account due to the reversal of those changes. Unfortunately, the charges remain on her account and have led to service interruptions. As a result, she requested that Sprint apply account credits to offset the charges and that her account be restored to good-standing We regret any misunderstanding that may have occurred related to the referenced changes to Ms***’s services, as well as any delay in addressing her billing dispute. Our research revealed that a Sprint-authorized retail store representative assisted Ms*** with the migration of two of her lines of service from her Sprint account to one of our prepaid divisions on May 19, 2016, but that those lines were restored to her Sprint account on June 28, 2016. As a result, the two disputed ETFs were to be credited; however, an inadvertent keying error led to a delay in processing that action To fully resolve Ms***’s concerns, we applied credits to her account totaling $to offset two $ETFs plus late payment fees and associated taxes and surchargesAs a result, her account is in active status, in good-standing, and currently reflects a $balanceMs*** indicated her satisfaction with the actions taken On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If we can be of any further assistance with this issue, Ms*** can contact me directly by calling our office toll-free at 1-855-848-3280, ext4351, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, *** *Executive Services Analyst

October 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX8859, William V*** Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. In MrV***’s follow up filing, he expressed his dissatisfaction with our previous response. In MrV***’s original inquiry, he stated that because of service issues, he cancelled his account several years ago. He stated that he reported the issues multiple times, and the issue was not resolved. Additionally, he advised that in July 2017, he contacted the collection agency, Enhanced Recovery Company, and set up a payment arrangement to pay $per month until the $balance that he owed was paid off. He further stated that on September 5, 2017, he was contacted by a different collection agency, Diversified Consultants, who stated that they had received the account on August 25, 2017. As a result, he is requesting Sprint to negotiate a fair settlement of the account balance and remove any negative reporting from the credit bureaus Our records reflect that MrV***’s account was cancelled on June 22, 2015, and reflects a balance of $427.07. We were unable to identify any billing errors and sustain that the account balance is valid We spoke to MsYvette Jones, an authorized user on the account, on September 13, 2017, and provided her with the above-referenced information. We referred her to the outside collection agency with any further questions regarding the settlement of the account. Furthermore, we are unable to remove any negative reporting from the credit bureaus as the balance is valid We have made multiple attempts to contact MrV*** regarding his supplemental concern. We attempted to contact him via telephone and e-mail on September 26, 28, and 29, 2017, 2017, advising him we received his supplemental inquiry and our need to speak with him directly. Unfortunately, we have been unable to speak with him directly. Although MrV*** may disagree with our findings, we are confident that his concerns have been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused MrV***. If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ***, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

December 28, 2016 Revdex.comWard Parkway, Suite 401Kansas 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 inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she has not been able to add a new subscription to her existing plan and purchase a new device on a two-year service agreement. As a result, she is requesting that we add a subscription to her existing family service plan and sell her the device at a subsidized cost in exchange for a two-year service agreement During our discussion with Ms*** *** on December 13, 2016, we apologized for any inconvenience she may have experienced as a result of this issueFurther, we confirmed that she was able add a subscription of service and purchase the subsidized device in exchange for a two-year service agreement. Additionally, we agreed to add the subscription to her existing family planMs*** accepted the offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return periodMs*** expressed her dissatisfaction with being billed and paying for services, after cancelling her account during Sprint’s Satisfaction Guarantee periodMs*** requested that Sprint review this matter and process a refund to her 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 spoke with Ms*** on March 8, 2017, and discussed her concernsWe are pleased to inform that the matter has been resolved to her satisfactionBased on our findings, we have verified that Ms*** cancelled her Sprint account and returned the device within Sprint’s Satisfaction Guarantee return periodBased on this, an $credit was applied to her account to offset the disputed charges billed and paid for by Ms***As such, we approved and processed a refund check for the above amount, which was mailed to the address on file. Ms*** has been advised to allow to business days to receive the refund check from date of approval We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, Ms*** 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

[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 12221831, and find that this resolution is satisfactory to me
Regards,
*** ***

April 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on April 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her account concernMs*** advised that she contacted our Customer Care group on two occasions in 2017, and requested to cancel her account; however, her request was not processed and she was billed additional monthly recurring charges for Sprint servicesMs*** requested that Sprint review this matter, cancel and adjust her account accordingly
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** established services with Sprint on September 18, At that time, she activated phone number ending in *** and purchased an LG LX-device at discounted pricing in exchange for a two-year Service AgreementSince then, Ms*** purchased a Samsung Galaxy Sdevice via Sprint’s Monthly Installment Billing program associated with phone number ending in *** on October 7, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate an electronically signed copy of her Installment Billing Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the activation of her current plan
We spoke with Ms*** on April 12, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms*** that her respective Installment Billing Agreement has not yet been completed and that cancelling the phone number ending in *** prior to satisfying the terms of the Installment Billing Agreement would result in accelerated cancellation changesWe confirmed that Ms*** wished to cancel her service associated with phone number ending in ***; however, she did not wish to remit payment for the pay off of her Installment Billing AgreementWe advised Ms*** that we would schedule the cancellation of phone number ending in *** for the end of her current billing cycle on April 21, 2017, and in order to provide an amicable resolution and closure for this matter, we would apply a one time courtesy adjustment of the recent reconnect fee in the amount of $as reflected on her March billing statementWe confirmed that her account is scheduled for cancellation and is currently in a good standing as of April 12, 2017; however, we did advise Ms*** that upon cancellation of phone number ending in *** on April 21, 2017, the unbilled charges associated with the respective Installment Billing Agreement will be accelerated to her account as valid charges to be collectedMs*** confirmed understanding with the information and resolution relayed to her
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We apologize for any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she was told if she upgrades online at www.sprint.com, the upgrade fees will be waivedShe further advised that she is a member of the credit union, and the upgrade fees are supposed to be waivedAs a result, she is requesting that we adjust the $upgrade charges for each of the three lines We regret any frustration that Ms*** may have experienced while addressing her billing issueOur record reflects that on February 2017, Ms*** upgraded her devices by contacting our sales representativesThe promotion to waive the $upgrade fee only applies, if the order was done online Ms*** requested that we communicate with her by e-mail while we review and resolve her concerns. We sent an email to her on April 11, 2017, informing her of our findings Our records reflect that a credit of $was applied on February 24, 2017, to offset the upgrade charges. This credit is reflected on her March 23, 2017, invoice. To demonstrate our commitment to excellence, we applied an additional one-time courtesy credit of $to her account We regret any inconvenience this matter may have caused, and are happy that Ms***’ issue is resolved. If we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext####, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

February 5, 2017 Revdex.com Ward Parkway Kansas City, MO 64114 Re: Revdex.com File ***, *** *** *** Sprint Account XXXXX5752 Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** expressed his dissatisfaction with information referencing his past-due Sprint account balance being reflected on his credit reporting, advising that he terminated his Sprint services due to unresolved service and billing issues and that he does not believe that he should owe us any amount. Mr*** requested that we remove that information promptly We regret the circumstances that led to Mr***’s decision to terminate his Sprint services, as well as any misunderstanding that may have occurred related to his account balance and subsequent collections activity. Our records reflect that, subsequent to Mr***’s Sprint services termination, we applied credits totaling $to his account in April to offset service charges. At that time, we also sent prepaid shipping materials to him to facilitate the return of his three Sprint devices to us to prevent our assessing equipment charges. He was made aware that, once we verified our receipt and the condition of his returned equipment in our warehouse, we would apply credits totaling $1,to his account to offset the pending equipment charges in full Unfortunately, we have no record of our having received MrSmith’s devices in our warehouse as agreed. As such, the equipment credits noted above were not applied. Further, because we did not receive that equipment or any payment toward his remaining account balance, information related to that debt was forwarded to an outside agency for collection. We spoke with Mr*** on January 30, 2018, and explained the information outlined above. We also informed Mr*** that we would still credit the noted equipment charges from his account contingent upon the return of his three devices to our possession in good working condition within the next days. Mr*** advised that he shipped his three devices to us in the shipping materials we provided but that he no longer has the tracking informationWe agreed to further investigate the matter and would contact him once additional information became available In an effort to bring MrSmith’s reported concerns to resolution, we forwarded his dispute information to the appropriate warehouse and equipment teams for additional review and are awaiting a response. We are committed to bringing customer concerns to resolution, and we will continue to monitor this matter and will follow up with Mr*** within the next few days We regret any inconvenience this issue may have caused Mr***. If we can be of further assistance with this concern prior to our scheduled follcall, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Sincerely, Leland (Bud) J.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
I wish to make sure the change in my plan does not extend my service contract which expires December of this year
Regards,
*** ***

In Ms***’ follow up filing, Ms*** stated that she ported-out her lines of services to another wireless service due to incorrect information she was provided regarding a phone promotional offer. Ms***’s account was assessed Lease cancellation and the Lease Device Purchase Amount chargesTherefore, Ms*** requested that Sprint review these matters, and adjust her account accordingly 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 Upon Ms***’s device activation, she was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication or billing error regarding the terms of the charges assessed to her account on Sprint’s part. As such, the charges reflected on her account are valid. Upon further review of our records, phone numbers ending in ***, ***, *** and *** were ported-out to another wireless service provider on May 20, Since Ms*** participated in Sprint’s Monthly Installment and Leasing programs, her account was cancelled and automatically assessed Lease cancellation, Lease Device Purchase and Accelerated Amount charges totaling $1,as reflected on her June invoice During our conversation with Ms*** on July 20, 2017, although we maintain that no credit is due, in an effort to amicably resolve this matter, we offered her the option to return the phones provided they are in good working condition and undamaged and waive her device cancellation chargesHowever, Ms*** advised us that she has traded in three of the devices and the remaining device is damaged. As a result, we respectfully decline Ms***’s request to apply an adjustment to her accountSince Ms*** does not have devices to return; our decision remains. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously discussed the reasons supporting our decision with Ms*** in detail, it is apparent that she will continue to consider the resolution to this matter unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response