Sprint Corporation

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO
64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she switched to Sprint because we would buyout her equipment agreements with her previous carrier and she wanted to take advantage of a buy one get one free offer for the iPhone 6. She stated that her equipment cancellation fees with her previous carrier are $and it has not been paid and her account with her previous carrier has been sent to collections. She also stated that she has uploaded the final bill from her previous carrier and still has not received a reward card. Ms*** also mentioned dissatisfaction with network coverage. She is requesting a resolution to these issues. 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 As stated in our Switch to Sprint promotion, which can be viewed on www.sprint.com/joinsprint, customers who port their number from another postpaid carrier and activate new service with Sprint 24-Month Installments, Sprint Leasing, certified Preowned or full SRP devices are eligible to get their Early Termination Fee (ETF) and/or Equipment Installment Balance reimbursed on a Reward Card (minus any buyback amount). In order to be eligible to receive the offer, customers must register for the Reward Card at www.sprint.com/joinsprint within days of switching. They must also upload their final wireless bill from their previous carrier showing their ETF or Installment Billing balance, their Sprint account must remain active and in good standing and they must turn in their device from their previous carrierFurthermore, the customer is responsible for any payments due to their previous carrier We regret that Ms***’s experience with service in her local calling area fell short of her expectations. We 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. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Based on our research, we identified that Ms*** may have been impacted by a network impairment in her service area. We have previously completed repairs and anticipate that her service levels have returned to normal. Our records reflect that Ms*** qualifies for the buy one get one free promotional offer for the iPhone 6S. She has received an account credit in the amount of $from November through January 2017. She will receive a credit adjustment each month in the amount of $for the remaining time of the lease agreementWe spoke with Ms*** on January 13, and provided her with the above-referenced information. She confirmed that she has received two Reward Cards totaling $438, however, that she had spoken with a supervisor who had promised her a third card in the amount of $240. We advised that we would need to further research this and contact her back. Based on our additional research, we were unable to determine that an additional card was offered and we respectfully decline her request for an additional Reward Card because she does not meet the requirements under the above-referenced promotion for a third Visa Reward Card We attempted to contact Ms*** to update her on our findings on January 20, and 25, 2017, and she has not returned our calls. If she has further concerns regarding this matter we ask that she contact us directly We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I was overcharged for the IPhone line again today on February 1, I was charged a subsidy fee three times for the same phone lineI was charged then then on the same IPhone lineI should not be paying any subsidy fees on that old I phone line!
Regards,
*** ***

February 13,
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 ***
***-*** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Mr***-*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, stating that his account was assessed monthly lease charges for accessories that he was advised by the store representative were free of chargeHe expressed further dissatisfaction that he did not receive his prepaid cards for the cancellation fees that he incurred when he ported his telephone numbers to SprintAs a result, he requested that we apply credit to his account to offset the disputed lease cancellation and lease purchase charges as well as the monthly lease charges for the accessories that are reflected on his invoicesHe also requested that we process prepaid cards for the cancellation fees that he incurred when he ported his telephone numbers to us
We regret any inconvenience that may have caused Mr***-*** to contact your agencyDuring our February 7, 2017, conversation with Mr***-***, we agreed to research his concerns with our executive management teamHe provided permission for our office to follow up with his spouse, Ms*** ***, on his behalf after we completed our investigation
After reviewing our records, we determined that the lease cancellation and lease purchase charges are valid because Mr***-*** ported out his lines of service prior to satisfying the lease agreements on those linesAlthough the charges are valid, we offered to credit the lease cancellation and lease purchase charges, contingent upon the return of the devices that are associated with those lease agreementsMr***-*** advised our office that they no longer have the devices in their possessionAs a result, we are unable to comply with his request to credit those chargesHowever, we offered to apply credits totaling $to his account, which is equivalent to the disputed monthly lease charges for his accessories
We followed up and spoke with Ms*** *** on February 9, 2017, and provided the referenced informationShe indicated her understanding of our explanation but reiterated that she does not agree with our position because of their ongoing billing concerns prior to canceling their serviceWe thanked her for her candid feedback regarding that concern and escalated that concern to our executive management team for further reviewUnfortunately, today’s attempt to follow up with Ms*** via telephone was unsuccessful
During our February 9, 2017, conversation with Ms***, we advised that the promotion to process prepaid cards for the cancellation fees incurred has expiredOur records reflect that two prepaid cards were processed and shipped to Mr***-***’s address on May 24, 2016, in the amounts of $per card for the lines of service ending in *** and ***Our records further reflect spending activity on both of those prepaid cardsAlthough the promotion has expired, in an effort to reach an amicable resolution, we processed three $prepaid cards for the lines of service ending in ***, *** and ***We processed a $prepaid card for the line ending in ***Please allow two to three weeks to receive them
Although we regret that Mr***-*** and Ms*** *** remain dissatisfied with our inability to honor their request, we believe that we have done so to the best of our abilityIn addition, we have discussed her reported issues with our executive management team but have been unable to identify any error on the part of Sprint related to these mattersHowever, we have forwarded details of their concerns to the appropriate managerial team for further policy review and possible future changes
We appreciate Mr***-***’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
If we can be of further assistance regarding these matters, Mr***-*** or Ms*** *** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

January 20,
*** ***
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-referenced inquiry of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** advised that she accepted lease agreements for her two devices when she upgraded the equipment on her two lines of Sprint service at one of our retail locations in December She requested that we credit the current balance due reflected on her closed Sprint account due to misinformation provided to her at the time she established her leases and during the cancelation of her services in December
We appreciate Ms***’s providing details of her experience with our retail and Customer Care representativesWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review
We regret any possible misunderstanding that may have occurred related to the terms of Ms***’s device leases, as well as the circumstances that led to her decision to terminate her Sprint servicesOur records reflect that Ms*** accepted to 24-month device leases for her two lines of service on December 27, 2014, however, she terminated those lines of service prior to the satisfaction of her leasesAs a result, the account was assessed lease cancellation fees and the unpaid balance of her lease pay-off amounts to her account, pursuant to the terms of her lease agreements, leading to the disputed $1,balance due reflected on her December invoice
During our discussion with Ms*** on January 6, 2016, we explained the information outlined aboveWe also advised her that we received one of her leased devices on December 28, 2015, and applied credits totaling $to her account to offset the charges associated with that device lease accordinglyWe further informed her that, upon our confirmation of the receipt of her second device into our possession in good working order, we will apply credits totaling $to her account to offset the charges associated with that device lease, as wellMs*** is aware that our offer is valid for days from the date of our discussionTo facilitate that return, we forwarded prepaid return kits to Ms*** via U.SMail, on January 6,
We regret any inconvenience these matters may have caused, as well as the loss of the
Ms***’s business; however we are pleased that we were able to resolve her concerns to her satisfactionIf we can be of any 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 Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

March 24,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, Carla Hall
Sprint Account xxxxx
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Carla Hall submitted on February 22, We appreciate your assistance in bringing our customers’ concerns to our attention
In MsHall’s follow up filing, she expressed her dissatisfaction with her attempts to address the billing concerns on behalf of the account holderMsHall stated that the account holder purchased and activated three lines of services in May 2013, specifically, stating he was quoted an estimated monthly cost totaling $However, MsHall stated that in September 2014, the account holder upgraded the three lines of service, which resulted in an increase of the monthly recurring chargesAs a result, MsHall stated that the account holder returned the three devices to an authorized Sprint Retail Store location; however, the account was assessed cancellation fees in which the account balance exceeded $2,Therefore, MsHall requested that Sprint review these matters, and apply an adjustment on the account to offset the outstanding account balance in order for the account to reflect a zero balance
Sprint has reviewed MsHall’s complaintAs stated in our initial response, our records reflect that in May 2013, the account holder visited an authorized Sprint Retail Store location and purchased and activated three lines of service via Sprint’s two-year Service AgreementFor details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees
Our records further indicate that in September 2014, the account holder upgraded the devices associated with the three lines of services and purchased devices via Sprint’s Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Furthermore, our records reflect that on December 2, 2014, the account holder entered into a payment arrangement to remit a payment totaling $for processing on December 8, Unfortunately, the $payment was denied by their financial institutionAs a result, on December 18, 2014, Sprint suspended the three lines of services due to nonpaymentThen, on March 17, 2015, Sprint cancelled the account due to nonpaymentTherefore, the March invoice reflected a past due balance of $669.82, plus Installment Billing accelerate cancellation charges totaling $1,and new charges in the amount of $313.86, equaling a total account balance of $2,
Our records further indicate on April 23, 2015, MsHall contacted Sprint to dispute the March invoice and advised Sprint that she returned the equipment earlier in April 2015; however, at that time, our records did not confirm the return of the devicesAdditionally, on May 14, Sprint reinvestigated MsHall’s billing and equipment return concerns and no billing errors were confirmedAlso, in June 2016, MsHall contacted Sprint to further dispute this matter and no billing errors were confirmedFurthermore, our Returns warehouse confirmed that the three devices were not returned to SprintIn February and March 2017, MsHall disputed the outstanding account balanceAs such, on February 27, 2017, Sprint sent another inquiry to our Returns warehouse to confirm receipt of the three devicesIt was determined that the devices were received in February and as a result, on March 3, 2017, Sprint applied an adjustment totaling $1,to her account to offset the Installment Billing accelerated cancellation charges and $to offset the new charges reflected on the March invoiceTherefore, MsHall’s account reflects an outstanding balance totaling $based on the unpaid accumulated monthly recurring charges as reflected on the December through March invoices
We communicated with MsHall via email on between February through March of 2017, and we relayed the aforementioned information to herAlso, we have confirmed a total adjustment was applied on her account on March 3, Furthermore, we have confirmed the total account balance of $is valid and encouraged her to remit the full balanceMsHall is aware that once she has paid the account in full, the outside collection agency will notify the credit bureaus to update her credit report to reflect as satisfiedAdditionally, we communicate with MsHall on March 21, and reiterated the aforementioned information that has been shared with her on numerous occasionsMsHall has confirmed her understanding of the information that was relayed to her
We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to MsHall’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate MsHall’s feedback
We regret any inconvenience we may have caused MsHallIf we can be of further assistance with this issue, MsHall can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the follow up inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his rebuttal, Mr*** stated that he requested that our Total Equipment Protection (TEP) option be added to his line of service associated with the new iPhone device that he recently obtained with a lease agreementHowever, he later discovered that he was being billed for TEP on both of his lines of service. He then advised that he contacted our Customer Care department to have TEP removed from his second line but discovered that we removed the option from the incorrect line. He requested that we correct the matter, provide compensation for erroneous TEP charges and for the time taken to address this issue We regret any possible misunderstanding that may have occurred related to Mr***’s TEP concerns. Our records reflect that the TEP option associated with this referenced line of service associated with his Apple device was cancelled at his request on November 16, 2016, and that his monthly invoices since that time reflect that TEP was not active on that line of service. Additionally, we have no record of Mr*** contacting us after November 16, 2016, to advise that the TEP was removed from that number in errorOur records further reflect that Mr*** cancelled both of his lines of service on June 9, As a result, device lease cancellation fees totaling $are pending to his account. We spoke to Mr*** on June 16, 2017, and provided him with the above-referenced information. Although we were unable to identify any error on the part of Sprint in this matter, we offered an account credit of $to offset his disputed TEP billing and a portion of his final month’s charges. We advised Mr*** that he would be responsible for the remaining amount of $that will reflect on his June invoice. Mr*** accepted our offer, and we applied the credit as agreed. He then contacted us again on June 22, 2017, and remitted his payment of $134.38. As a result, his next invoice should reflect a zero balance. We spoke with Mr*** again on June 27, 2017, and confirmed his matter is resolved and that he has no further concerns regarding his account We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these concerns, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.mCentral Time Sincerely, Ann HExecutive Services Analyst

I have still not received any fundsMy bank doesn't see them eitherI have called and spoke to Kala *** who wasn't helpfulI requested for the funds to be overnighted to me and I will provided no answerI don't know what else to do at this point because no one will helpEveryone pushes this under the rug and thinks if I don't say anything then it will go awayNo I am requesting in writing for my funds to be overnighted to *** * *** *** *** *** Phoenix AZ 85021Regards, *** ***

June 28,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concerns:
This is in response to the
letter received by our organization on June 13, regarding Ms*** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important
Ms***’s filing expressed her dissatisfaction with the monthly Access charges associated with phone line ending in ***Ms*** stated she visited a retail store to porther phone lines from another wireless service provider during the monthly Access waiver promotion; however, the retail store representative did not poall the phone lines as requestedMs*** requested that Sprint review this matter and adjust her account accordingly
Sprint has reviewed Ms***’s complaintAccording to our records on September 26, 2015, Ms*** porttwo phone lines on the 10GB Data Shared plan and accepted a Sprint promotion with the following criteria: poyour phone lines from a competing service provider via the Monthly Installment program or the Lease program and have the $monthly access charge waivedOn September 29, 2015, Ms*** activated phone line ending in ***Please note, the phone line ending in *** does not qualify for the Sprint promotionTherefore, Ms*** incurred a $Phone Access charge
Based on our account review, we were unable to substantiate Ms***’s claim that our retail store did not pothe phone line ending in *** during the monthly Access waiver promotion as she requestedOn January 4, 2016, Ms*** portphone line ending with *** and changed the phone line ending in *** to ***Upon completion of our review, we determined that phone line ending in *** did not qualify for the above promotion
In an effort to reach a satisfactory and mutually acceptable resolution, we contacted Ms*** on June 27, 2016, and offered her a one-time credit of $to her accountMs*** accepted our offerAs such, she expressed her satisfaction with our resolutionWe apologize for any inconvenience this matter may have caused Ms***
If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive and Regulatory Analyst

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she returned devices to Sprint after being mailed a return kit, but was billed for the returned devicesShe is requesting a credit for the returned devices After a review of Ms***’ account, we verified that all charges billed for the returned devices have been credited We attempted to contact Ms*** on October 21, 25, and 28, 2016, to discuss her concern via phone and email, and we mailed a letter to her billing address on file on October 28, 2016, to notify her of our attempts to contact her to discuss her concerns. To date, we have not ben able to reach Ms***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information. We regret any inconvenience that these matters may have caused. If I can be of further assistance with this matter, 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 Time Sincerely, John CExecutive Services Analyst

I am rejecting this response because: I have already stated that after trying to get help from sprint and getting no where I was forced to pay to unlock the phone and and clear the bill with sprint that was generated all due to the fact the sprint failed to fulfil their obligations to give me working service which forced me to change providers to a company that would be able to give me reliable serviceThis is why I should have never been forced to pay that fee which more than the balance of the phone that was left at that pointI should be refunded fully due to sprint failing to fulfill their obligationsThis was all on them and they dropped the ball and even now too concerned with the money they stole from me as a consumer rather than do what's rightI will take this to every new station that will listen to Bring how sprint really operatesI ask the Revdex.com to stop the back and forth and come up with final decision.
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: ***
Herein this portion of the business response is incorrect and a blatant misrepresentationthis is the referenced paragraph "After further review of Ms*** bill, we confirmed that the late fee was not a result of the device damaged fee charge, as our records shows a payment was made after the bill due dateWe also confirmed that the account was assessed an activation fee for new equipment purchasedA further review with our retail store confirmed that Mr*** did not qualify for a promotional offer to receive a discount off an iPhone X as the traded in device was leased and was not owned by the customer, as required for the promotion. n actuality and as was stated by "Michael - so called analyst".. it is impossible for there to be a late charge levied for any legitimate purpose because the account is on an auto pay basis. All billings except the outright misrepresentation of phone damage charges were PAID IN FULL ON TIMEThe portion of the egregious attempt to cause a charge to be levied regarding the falsehood of damaged equipment was a dispute, and should have been held in abeyance until the resolution of such dispute, not have charges levied against it. Further the aspect of the previous application of the promotion going forward.. the new phone was not delivered or provided upon the date of entering into a new phone upgrade agreement, therefore the discontinuance of the promo is not legitimate until the delivery of the reference new phone which wasn't until 2nd week in January. They (sprint) discontinued the promo in Novmy contention is that the time during which the I-phone was still the primary phone (end of Nov, the entirety of December and part of January, until which time sprint delivered and activated the new phone. I am resigning the aspect of the complaint regarding the distinct "stories" told by the local store regarding the cost of the phone service going forward on a monthly basis (only increasing by 4-dollars a month, as the store manager has changed his story times, each time telling a different version, and the fact the Sprint placed documents into the file regarding the lease agreement some months after the initial order. Clearly, sprint and as a modern day version of a media conglomerate/cartel, does not play by the same rule of ethics and above board representation as one might expect. I reserve the right to escalate this matter to States Attorney General on this aspectit is for now a matter of consideration on my part. Sprint in my personal view does not conduct itself in a manner of "my word is my agreement", and there we have the crux of the issue becoming he said she said and the sprint store manger essential in changing his words and story a total of times in my view is more about making the sale at all cost, ethics and honesty be damned. There is the further issue that at the same time as the upgrade transaction occurred, there was a promo for reduced cost I phone transactionsI have copies of the adsthere is no fine print or disclaimerthey now claim this transaction does not qualify. As you can see I am not dealing on a level playing field of proper disclosuretheir "analyst as much admitted there wasn't What I have stated is a matter of record because on Jan 20th the conversation which lasted close to hours with a sprint rep, and included three way conversations including the store manager to corroborate all these aspects was RECORDED by Sprint, a fact they now refuse to acknowledge or access or make available
Regards,
*** ***

November 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advises that the display screen on her iPhone that was sent to her as a replacement would not power on. Therefore, she canceled her account, and returned her iPhone to a Sprint store. As a result, Ms*** is disputing the charge billed to her account for the device purchase price, and she is requesting that we review this matter Our records reflect that Ms*** returned the referenced iPhone to a store on September 24, 2016; consequently, we applied a $credit to her account to offset the device purchase price, including taxes. As a result, her account reflects an $balance, which Ms*** paid in full on November 14, 2016. As a result, her account in in final status and reflects a zero balance We appreciate Ms*** for taking time to provide details of her experience with our customer service department. 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 Ms*** needs further assistance, she can contact the Executive & Regulatory Services *** toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive Services Analyst

Based on the information received from Mr***, he states that he had an unfavorable customer experience while attempting to address his concerns. Mr***’s filing expressed his dissatisfaction with level of customer service he received from our Customer Care group while attempting to
resolve his account concerns. According to Mr***, he was on hold for a long period of time with different representativesMr*** requested that Sprint review this matter We appreciate Mr*** time to provide details of his experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further reviewMr*** was contacted on July 14, and he expressed his satisfaction with the resolution provided

August 1, 2017 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms*** has requested clarification regarding Sprint’s unlocking policies regarding the Samsung Galaxy SEdge device purchased and activated on Sprint’s network. She stated that after she upgraded her device, she requested to have her Galaxy SEdge device unlocked. In addition, Ms*** is requesting to cancel her services with a waiver of any cancellation fees. Unlocking a device is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) 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 network. Unlocking also refers to enabling the Subscriber Identity Module (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 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.During our conversation with Ms*** on July 20, 2017, we confirmed that Ms***’s’ Galaxy SEdge device associated with phone number ending in *** is eligible for SIM unlockingMs*** made a payment to satisfy the balance owed on the device on June 15, 2017, and activated a new device the following day, the SIM unlock information was transmitted to the device in question on June 29, 2017. Further, we advised Ms*** that the device is unlocked and we offered to assist her in checking the settings on the Galaxy SEdge device, however; Ms*** did not have the device in her possession. Ms*** agreed to contact us once the device was in her possession. Further, we respectfully decline her request to waive her current and active Lease Agreement. We appreciate Ms***’s taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, you can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time. Sincerely, Tobias T.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:The situation wasn't resolved and he was very rude,disrespectful, and unprofessional towards me
Regards,
*** ***

Tell us why hereFebruary 15, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 11***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on February 7, We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with the information he received at our Sprint Retail Store location regarding our Contract Buyout promotional offerMr*** stated that he was advised by a third-party retailer that his brother could trahis existing Samsung device from his previous wireless service provider in exchange for the replacement of the iPhone device that is currently active on his Sprint account and to utili*e with the Contract Buyout promotional offer. Mr*** requested that Sprint review this matter and send to our management team Sprint has reviewed Mr***’ complaint and investigated his concernsOn December 31, 2016, Mr*** visited a third-party retail store location to inquire about the Contract Buyout promotionOur records reflect that he on January 2, 2017, Mr*** visited a local Sprint Retail Store location and inquired about the guidelines of the buyback program to pay off his lease. At that time, he was advised that he was required to pay for the Lease cancellation charges. Furthermore, we spoke with Mr*** on January 11, 2017, and he informed us that his brother will pohis line of service from his previous wireless service provider and will activate and/or purchase a device via Sprint’s Lease or Installment Billing programs as he does not qualify for Sprint’s buyout program if he brings his own device (BYOD). Our records further indicate that on February 7, 2017; Mr*** portline ending *** to Sprint and submitted a Visa Gift Card to cover the monthly installment easy pay charges from his pervious wireless service providerLastly, we issued a Visa Gift Card in the amount of $and a confirmation email was sent to Mr*** As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon or AT&T. Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout credit. Additionally, the customer must tutheir old cellular provider’s device to Sprint. Once approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeks. Sprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device charges. Additional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/joinsprint. We spoke with Mr*** on February 13, 2017, to discuss his concerns in detail. During our conversation, he requested that we relay his customer service experience to our Retail Stores management team regarding this matterWe explained to Mr*** that we appreciate him taking time to provide details of his experience with our local Sprint Retail Store location. Also, we advised to him that we are continually striving to improve the quality of service provided to our customers and we value his feedback and that his concerns will be forwarded to the appropriate managerial staff for further review. Mr*** confirmed that his account concerns were previously addressed and resolved to his satisfaction. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.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:
There was no help w my bill and how expensive it is and also the representative was rude to me and was very sarcastic I’m soon going to cancel my service with sprint
Regards,
B*** G***

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Maladen M*** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MrMaladen M***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, MrM*** expressed his dissatisfaction with our assessing charges to his account for over a year and a half for a device that was presented to him at the time it was acquired as free due to an equipment promotion. He also described unfavorable customer experiences during his attempts to address that matter and advised that he has subsequently terminated his services with us as a result of those actions. We regret any possible misunderstanding that may have occurred with regard to our referenced Samsung Galaxy SBuy-One-Get-One (BOGO) promotion; however, we were unable to identify a Sprint error in this matter. Our records reflect that MrM*** purchased and activated a new Samsung Galaxy Sdevice to one of his Sprint lines of service on March 21, 2016, and that he purchased and activated his second noted Samsung Galaxy Sdevice to another of his lines of service on March 24, 2016. Although his chosen device models matched the requirements of the promotional offer, that offer also requires that both devices be purchased on the same date in a single transaction. As such, MrM*** did not qualify for BOGO promotional credits. During our October 27, 2017, conversation with MrM***, we discussed the information outlined above and confirmed the dates of his device purchase transactions. In addition, based on the written communication provided to him during and after those sales transactions, we respectfully advised that no credit or refund is warranted in this matter. We then confirmed that his Sprint account is in closed status with a zero balance Although MrM*** may disagree with our position, we are confident that his concerns have been fully reviewed and addressed. It is our goal to find amicable resolutions and build positive business relationships while addressing our customer concerns, and it is unfortunate that we were unable to do so in this situation. We appreciate MrM***’s taking time to provide details of his experience with our sales 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 this information has been forwarded to the appropriate managerial teams for additional review. We regret any inconvenience these matters may have caused MrM***. If we can be of further assistance with these issues, MrM*** can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, 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 29, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she was offered and
switched to a more economical plan; however, she is now incurring a $Subsidized Phone Charge (SPC) on one of her lines. This added charge increases her monthly rate to what she was paying originally and offers no savings. Ms*** is asking that the $SPC be removed as she was not informed that she would be subject to the charge We regret the circumstances that prompted Ms***’s complaint. We spoke with Ms*** and explained that line (xxx) xxx-*** in incurring the $SPC because the service plan she switched to is already deeply discounted and does not provide for device subsidies. Our records indicate that the impacted line will no longer incur the $SPC once it becomes fully upgrade eligible in February Based on any miscommunication that may have occurred regarding this charge, we applied a lump sum credit to Ms***’s account totaling $to offset the $SPC for the next nine months at which point the fee should be removed systematically. We also explained that future device upgrades will need to be purchased at full MSRP, Lease Agreement, or Installment Billing Agreement and cannot be purchased with a device subsidy and corresponding two-year Service Agreement; otherwise the $SPC will be reinstated We appreciate Ms*** for taking time to provide details of her 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 processes. We apologize for any inconvenience Ms*** may have experienced as a result of this matter. Should she need further assistance with this issue, I can be reached 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, *** *** Sprint Executive Analyst Tell us why here

July 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 complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with his data network experience. As a result, he is requesting to exchange his device model. As stated in our Terms and Conditions of Service, to help protect against the possibility that customers may occupy an unfair share of network resources, unlimited data plan customers who use more than 23GB of data during a billing cycle will be prioritized below other customers for the remainder of their billing cycle, in times and locations where the availability of network resources is constrainedAffected unlimited data plan customers may notice temporary changes in the performance of certain applications when they are on constrained sites as compared to other users especially if such affected users are engaged in data-intensive activitiesPerformance will return to when the cell site is no longer constrained or the customer moves to a non-constrained locationAffected unlimited customers will still be able to enjoy unlimited quantities of data without overage charges or data caps even if their usage exceeds the threshold for Sprint's Quality of Service (QoS) practicesIn addition, Sprint may adjust periodically the applicable threshold for Sprint's QoS practicesSee sprint.com/networkmanagement for additional details During our investigation, we found that the cell sites in Mr***’s area are operating within parameters. Further, our records show that Mr*** has used approximately 82GB of data and is not indicative of service issues. We regret that Mr*** remains dissatisfied with our service. Although he is outside of our 14-day Sprint Satisfaction Guarantee time frame, we offered to accept the return of Mr***’s undamaged devices and agreed to waive the associated installment agreements and to allow him to seek services elsewhereThis offer is valid for a period of days from the date of this response. If Mr*** would like to accept our offer, he can contact us within the next days. If Mr*** has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst