Sprint Corporation

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx9877_ *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the
above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed concerns with his account billing. He advised that he canceled his service and is disputing the monthly service charges and the purchase amount for a device he purchased as a Buy One Get One Free. He requested a refund for the disputed charges We spoke with Mr*** on January 19, 2018, regarding the above-referenced concerns. We explained that he ported his services from Sprint to another carrier on January 2, 2018, one day prior to the end of his current bill cycle. Further, we explained that the last monthly service charge assessed to his account, as reflected on the December bill was for the bill period beginning on December 4, and ending on January 3, Effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 the lease term, customers can continue to lease the device on a month to month basis, cancel the lease and pay the Lease Device Purchase price (DPP) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint leasing options, please visit www.sprint.com/lease We explained to Mr*** that the Lease One Buy One promotional offer is valid for the duration of the lease agreement, while the account is active. However, because he canceled his services, and decided to keep the Apple iPhone 6S Plus devices, he was responsible for the purchase amount for both devices. Respectfully, we are unable to confirm any billing error with the monthly service charges and equipment purchase amounts assessed to Mr***’s accountOur records reflect that Mr*** remitted payment for the balance in full and no refund is warranted. We regret any inconvenience that this matter may have caused Mr*** and the loss of his business. If we can be of further assistance related to this complaint, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LJenkins LaDonna Jenkins Executive 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: ***
How
I am rejecting this response because: At date of purchase I was informed
there would be no issues with unlocking the phone in the futureI was more than willing to wait the months for the Sto release but again was told I would NOT have the same issues unlocking thie galaxy Sat the point of saleNow the same issue I've had in the past with Sprint is happening againI now have a + tax paper weightI can no longer use as a back up if damage occurs to my other phoneAs well as Sprint refusing to unlock my Samsung Sdue to their rules having a outstanding debtI want compensation for my device that I can no longer use at allThey have effectively stolen my propertyThe best example I can provide is as follows. If I sell you a car and inform you that you can drive it anywhere you want, and you decide to buy it with that information in mindOnly to find out you can only drive said car from your home to the dealership and no where else. How is that legal? How can you sell me something knowing full well I will have no use of it unless I stay on your network? How can you sell a product well after you agree to the government that ALL DEVICES you sell past feb will have the capability to be unlocked only to lieYou had Samsung build the devices to only work on your network as a means to lock people to your networkI am finding it hard to believeSomeone simply saying "I'm sorry if you were given misinformation at point of sale and days ago" is absolutely not acceptable for an expense on my partI consider this to be just shy of grand theft given the cost of the phone in accordance with state lawsYou are withholding my property and not allowing me to use it in a manner I see fit. Regards,
Anthony P***

February 26,
Revdex.com *** *** *** *** *** *** *** ** ***
Re: Revdex.com Inquiry ***, *** ***
Sprint Account ***
Sprint Case ***
To Whom It May Concern:
We appreciate your assistance in bringing the concern of Ms*** *** to our
attention
According to the information provided in the complaint, she is disputing the data overage reflected on her January invoice
During our discussions with Ms*** ***, she indicated that she believes she did not use enough data in December to exceed the gigabyte allotment on her service plan for her broadband connection device that has resulted in data overage chargesAs a result of Ms***’s data calculation concerns, we advised her that we investigated the disputed usage and confirmed that the data usage is valid and thus the resulting overage charges are also validAs a result, no credit is due to the account for a data usage calculation or fraud error
However, because the account communication delivery method was changed from letter to email within the previous days of the above-referenced data overage occurrence, we could not send her data overage alerts as her email address had not yet been updated in our overage alert systemAs a result, as a one-time concession to demonstrate our commitment to customer satisfaction, we applied a $credit to her account to offset the remaining data overage charges reflected on Ms***’s January invoiceOne of our Customer Care representatives previously applied a $in account credits to offset one-half of the data overage charges reflected on the same invoiceWe have confirmed that her email address is now reflected on her account to send her data overage alerts to prevent future data overageWe also advised her that her daily, weekly, and monthly data usage is reflected at www.sprint.comMs*** indicated that the matter was resolved
We apologize for any inconvenience that Ms*** experienced as a result of this matterIf I can be of further assistance, Ms*** can contact me in the Executive & Regulatory Services department at ###-###-####, ext***I am available Monday through Friday between 10:am and 6:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

I guess there billing cycle is a month behind, so when I checked later in the month and the amount owed was 0, but not up to dateThey have removed the late chargesand I do owe them a monthsorry for the inconvenience. ID is my complaint number
Regards,
*** ***

June 23, 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 Mr*** ***. We appreciate your assistance in bringing Mr***’ concerns to our attention. According to the information received, Mr*** stated he was a victim of identity theft with Sprint. He also stated that he has alerted law enforcement and our Fraud Department, however he has been unsuccessful in gaining any information confirming if the account has been closed We spoke with Mr*** on June 22, 2017, to discuss the outcome of the accountWe completed our investigation and confirmed that fraudulent activity occurred. As a result, all necessary adjustments have been applied to negate the balance, and the account is closed. Mr*** confirmed his complaint to be fully resolved We regret any inconvenience this matter may have caused. 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

The amount on my case is wrong it's supposed to be $200+$It reads $200,

Hi Ms ***, I'm sorry but I would like to update the status of this complaint to resolvedI was contacted by Sprint and they have offered and acceptable solution so I would like to have this changed as resolvedSorry that I did not get back to you sooner. thank you in advance,*** ***

June 19, 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 Mr*** *** ***. We appreciate your assistance in bringing our ***s’ concerns to our attention In the information provided, Mr*** advised that we have assessed charges to his Sprint account for accessories that he paid for when he purchased his current device. He also described unfavorable *** experiences during his attempts to address that matter. Mr*** requested that the charges for the accessories be credited off his bill We regret any possible misunderstanding that may have occurred regarding Mr***’s invoiced charges. During our June 16, 2017, conversation with him, we confirmed that he did pay for the accessories during his referenced retail transaction on April 21, 2017, but that an inadvertent keying error led to that payment applying toward his service charges instead. As a result of any miscommunication that may have been provided to Mr*** related to this matter and the delay in addressing his dispute, we applied credits totaling $to his account to offset the accessory chargesMr*** stated that our actions resolved his issues satisfactorily We appreciate Mr./Ms*** taking time to provide details of hisr experience with *** care. We are continually striving to improve the quality of service provided to our ***s. Please be assured that we value *** feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Ms*** can contact me directly by calling our 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, Leland *** *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:Ms*** did call and provide the necessary information as requested and was getting the run around with being told to changed our plan to something else which we did not want, and she even said I will be handling it as she doesn't have time to keep messing with this issueWe were not told that we would lose the access fee waiver after upgrading, this wasn't discussed before we accepted the plan changeIf we would have known we would have decline the plan change and ported out to * *** since their service is much better and would have been cheaper, but because you guys offered this GB Shared Data plan for $with access fees waived for the life of the account we stayed, right now this is anbait and switch and we don't appreciate thisYou guys always tell us we thank you for staying with us for 10+ years, but it seems like you really dont care to keep usEither this needs to be corrected what was really promised or we'll port out.
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:April 30, 2015, I tried to cancel the obsolete number ending in *** when I got my new phone number ending in ***I was told at the Sprint Store in Glendale, California that in the long run it would be cheaper to keep the number ending in ***The phone records for phone number ending in *** will show you that there is zero activity for the phone number ending in *** since April 30, 2015, rendering this number obsoleteSince I tried to cancel the old phone number ending in *** on April 30, 2015, and the number ending in *** has zero activity since April 30, 2015, then I should be reimbursed the $per month starting May 1, to March 18, that Sprint has overcharged for a phone number that I tried to cancel on April 30, 2015, and a phone number that has zero activity since April 30,
Regards,
*** ***

Executive & Regulatory Services POBox 169014, Irving, TX June 8, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that was convinced to establish a new line of service to replace a current device. She states that she was informed she would not be responsible for the charges of the new phone; however, she is being billed for the new phone. She has requested Sprint to honor its promise of an account credit Our records reflect that Ms***’s original device was defective due to water damage. All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on our network. TEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. As outlined in the terms of our TEP coverage, replacement equipment may be reconditioned of the same or equitable value, and a payment of a deductible is required at the time of the replacement claim. Written details of our TEP coverage terms and conditions are provided to customers from the program vendor when TEP coverage is elected. Unfortunately, Ms*** does not subscribe to the TEP option. Because Ms*** did not subscribe to TEP, she elected to purchase a new device via a Lease Agreement by adding a new line of service. She later swapped the new device with her damaged device. The Lease Agreement associated with the damaged device was canceled and the account was assessed valid Lease Cancellation and Device Purchase charges. Our office spoke with Ms*** on May 22, 2017, and as a courtesy offered to waive the Lease Cancellation charge reflected on her May invoice. Ms*** accepted our offer as resolution. We have confirmed the return of the damaged device and applied credits totaling $to her account. The Lease Agreement for the new device is valid and remains active. If Ms*** would like to discuss this matter in detail, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext3519. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive 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 still think it' unfair that sprint change the term in which they give discounts for various corporations. I was getting a 23% discount, but because I went to a cheaper plan, that particular plan is not eligible for the discount. To me a discount should be a discount no matter what plan you have, and it should be on your entire bill and not just one line. However, I'm happy that they made some concession and worked with me to rectify the financial strain the business mistake caused on my family
Regards,
*** ***

September 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Robert *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MrRobert ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with receiving incorrect information related to our ability to activate his existing iPad device to his Sprint account, advising that we later informed him that the equipment was locked to his previous provider and ineligible for activation on our network. He also stated that we have not provided detailed information regarding a disputed $payment processed from his bank by Sprint or a prepaid gift card promised to him. Mr*** described unfavorable customer experiences during his attempts to contact us to address those concerns and requested that we remove all remaining charges associated with his LG device and provide compensation for his time spent addressing his account issues. We regret any possible misunderstanding that may have occurred regarding Mr***’ equipment activation and account charges. During our September 5, 2017, conversations with Mr*** and his wife, MsLori ***, we confirmed that he was advised that although his iPad device model is listed as being capable of domestic SIM unlocking; wireless carriers cannot guarantee that any device branded by a different carrier will work with any other carrier. We also confirmed that, at his request, Mr***’ tablet line of service was canceled on June 25, 2017, and that all the associated charges were credited in full We also explained that the manager of the retail location where his disputed payment was taken confirmed that the $payment covered the cost of a device accessory purchased on June 5, 2017, and that the referenced promotional prepaid gift card was only available if Mr*** was assessed a cancelation fee or accelerated equipment charges for canceling his service with his previous provider. The store manager advised that Mr*** is welcome to return to the retail location to obtain a copy of the accessory sales receipt but that no gift card was processed because we received no documentation of any cancellation or equipment charges assessed by Mr***’ previous service carrier. Mr*** stated that he did not receive device accessory referenced by the retail manager and advised that he is also being charges for a device that was presented to him as free during the same in-store interaction. As a result, and based on additional information he provided in a subsequent communication sent to our executives, a member of our executive management team contacted Mr*** on September 6, 2017, to further discuss his disputes. During that conversation, we extended an offer to apply a one-time credit of $to his account as final resolution to offset an amount approximately equivalent to his payment and device billing disputes. Mr*** accepted our offer, and we applied the noted credit to his account as offered, leaving his account with a credit balance of $382.77. Mr*** is aware that his estimated monthly charges for services and equipment plus applicable taxes, surcharges, and regulatory fees should be approximately $147.76. Mr*** acknowledged his understanding and acceptance of the information provided and our resolution We appreciate Mr***’ taking time to provide feedback regarding his experiences 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 these issues may have caused Mr***. If we can be of further assistance with these concerns, he can contact me directly by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara 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 ***, and find that this resolution is satisfactory to me. I am working with the regulatory office (*** ***) who has credited my account as I asked and I am currently waiting on a credit card that will pay off what is owed to ATT for the old ipad and I will get a new ipad with srpint. I will keep your number is things stopped going smoothly
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: Sprint made multiple mistakes in the handling of my account beginning with a bait and switch tactic by their sales repHe may have misquoted the prices as we outlined everything we wanted to do and at his suggestion to get the quoted priceIf their rep made a mistake then that is on their companyI have a construction company of my own and if I were to underbid the price I cannot go back and change the price after the factThey quoted the price of $for the lines and associated servicesThey have not honored that and the litany of multiple phone calls, trips to their stores, etchas been a huge waste of my time, gas and moneyI have well over hours of time in dealing with this issueI typically bill at $per hourWith that said Sprint should reimburse me for my time they have wastedI have attached the billI will be looking for their payment for my time
Regards,
James H***

February 2, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** on behalf of *** *** Sprint Account
xxxxx*** Sprint Case *** To Whom It May Concerns: Sprint is in receipt of the above-referenced complaint of *** *** on behalf of *** *** submitted on January 30, 2017. We appreciate your assistance in bringing our customers’ concern to our attention Ms***’s follfiling expressed her dissatisfaction with the delay in receiving adjustments to her account for the monthly lease charges and related Lease cancellation charges associated with phone line ending in ***. In addition, Ms*** is seeking credits for the late fees that were assessed to her account. Ms*** requested that Sprint review these matters and adjust her account accordingly. Sprint has reviewed Ms***’s complaint. We spoke with Ms*** on January 31, 2017, to further discuss her concerns. During that call, we advised Ms*** that we would review her concerns and follwith her accordingly As stated in our initial response dated August 31, According to our records on July 2, 2015, Ms*** or an authorized person upgraded the device associated with phone line ending with *** via Sprint’s Lease programPlease note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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 completion of the device upgrade, an equipment swap was performed between phone lines ending in *** and ***As a result, the leased device was activated on phone line ending in ***. Furthermore, on September 22, 2015, a change of ownership was completed for phone line ending in ***. As such, this phone line was transferred to a new Sprint account. However, due to an inadvertent error, the Lease Agreement associated with phone line ending in *** was not transferred to phone line ending in *** prior to the completion of the change of ownership. We spoke with Ms*** on August 24, 2016, and relayed the above information. At that time, we offered Ms*** the option of returning the device associated with phone line ending *** to our Returns warehouseUpon the confirmation of the device return, we would cancel the Lease Agreement and adjust the Lease cancellation charges. Ms*** accepted our proposed offer. We have confirmed that the device was received in our Returns warehouse on January 11, As such, the Lease Agreement was cancelled with the waiver of the Lease cancellation charges. Additionally, on January 31, 2017, a total credit of $was applied to her account to offset the monthly lease charges associated with phone line ending in ***. In addition, we have applied a final adjustment of $to her account to offset the late fees as reflected on the July through January billing statementsThese credits will appear on the February billing statementWe apologize for any inconvenience this may have caused Ms*** We followwith Ms*** on February 1, 2017, to relay the aforementioned information and resolution to her. During that call, Ms*** expressed her satisfaction with the resolution provided and advised that she has no additional concerns at this time We apologize for any inconvenience this may have caused Ms***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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced
inquiry of Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with a Sprint television advertisement that referenced the term “unlimited” to describe some of our services but goes on to suggest that those services are limited We regret that Mr*** was dissatisfied with our advertising; however, our Marketing department works diligently to ensure that our website and other marketing materials, including media advertisements, are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide Sprint is proud to offer our Unlimited Freedom Plan and to have previously offered an advertised Unlimited Freedom Plan promotionThe marketed promotional offer discussed our shared service plan for up to lines of service providing unlimited talk, text messaging, and data servicesOur advertisement provides additional details about the promotion: During our April 20, 2017, e-mail conversation with Mr***, we explained that the referenced promotional rate plan advertisement included verbiage advising customers that, although the voice, text messaging, and data services for up to four lines of service while on the Sprint Nationwide Network is unlimited, our Data Deprioritization protocol may lead to slower data speeds in certain circumstances, such as when cell tower traffic is congested. However, even at slower data speeds, the usage of those services remains unlimited to customers whose services are active on unlimited rate plans We believe that we have addressed Mr***’s reported concerns and fully clarified the terms of the referenced rate plan, and we regret that he remains dissatisfied with our response to his inquiry. We appreciate his candid feedback and have forwarded this information to the appropriate managerial teams for additional review and possible changes to our marketing strategies. If we can be of further assistance with this issue, Mr*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

June 13, 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 customers’ concerns to our attention. In the information provided, Ms*** expressed concerns with her account billing, stating that she activated two new lines of service and requested that all four lines be placed on a family plan. However, her plan was not changed and her services were interrupted, although she requested that we change her bill due date We regret any possible misunderstanding that may have occurred related to Ms***’s Sprint billing and any delay she may have experienced while attempting to resolve these matters. Our records reflect that Ms*** activated two lines of service ending in *** and *** on May 4, 2017, on account number xxxxx***. Then on May 16, 2017, we completed a change of ownership request and transferred her lines ending in *** and *** from account xxxxxx*** to the new account. Our records further indicate that two of the lines were sharing the unlimited Freedom plan and the other two were on the 3G Better Choice plan. During our June 7, 2017, conversation with Ms*** we confirmed the information above. At her request, we have updated the service plan to the unlimited Freedom for the lines ending in *** and ***, to take effect on the next bill cycle, on July 4, 2017. Additionally, we applied credits totaling $to the closed account and $to the new account, to offset the balances, as a gesture of goodwill. Thereafter, we updated the bill cycle due date on the account, to reflect a due date of the 4th of the month. We advised Ms*** that her billing will be impacted, as she will likely receive two bills within one cycle reflecting prorated charges from the old billing cycle and month in advance charges for the new billing cycle date. Ms*** expressed her satisfaction with the actions taken and will contact me should she have any questions regarding her next month’s billing. We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that the information provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused. If we can be of further assistance related to this issue, Ms*** 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 *** 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, as long as I do not have to call another month about this.
Regards,
*** ***

June 14,
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*** *** described her concerns regarding her attempts to discuss a billing issue, stating that she does not understand the charges and has been unsuccessful in receiving an explanationShe states that the charges are higher than she expected and that she has been unsuccessful in resolving her concerns via our retail store and Customer Care departmentMs*** *** requested that we provide an explanation of the charges as well as apply credit to her account to offset the disputed charges and process a refund for the difference
We appreciate Ms*** ***’s taking the time to provide us with the details of her experiences with our retail and Customer Care representativesWe 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 misunderstanding that may have occurred related to Ms*** ***’s Sprint billingHowever, we unsuccessfully attempted to contact Ms*** *** via telephone and e-mail on June 1, 8, and 12, 2017, to discuss her referenced concernsWe also sent a letter to her at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review
We look forward to speaking with Ms*** *** and encourage her to contact us regarding any concerns she may continue to have with her reported concernsIn order for us to discuss the details of her account, she must be able to authenticate her account security informationAs a result, Ms*** *** should have her account PIN and/or the appropriate response to her pre-selected security question available when she contacts us
We believe that we can amicably resolve Ms*** ***’s reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding these matters, Ms*** *** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst