Sprint Corporation

May 3, 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 is disputing two account lines of service that were added without her authorizationAs a result, she is requesting that we cancel both lines and issue a credit for the corresponding charges We regret the circumstances that led to Ms***’ filing of this complaint. Our records reflect that on February 17, 2017, two new lines of service were opened and devices were ordered via our Telesales departmentWe further confirmed that the caller who contacted us was able to authenticate the accountOn March 29, 2017, Ms*** spoke to our Fraud department, and she advised of the unauthorized add-ons; however, she indicated that she had the devices in her possession and wanted to return themBased on the information provided by Ms***, and our review, our Fraud department were unable to confirm any fraudulent activity. During our discussion with Ms*** on May 1, 2017, we outlined our aforementioned findingsMs*** accepted the outlined information and expressed interest in keeping one of the lines, tablet line ending in ***; however, she reiterated her desire to cancel the second line, phone ending in ***She confirmed that her son added the line without her authorization and confirmed that she updated all her security information to prevent future unauthorized account accessIn an effort to reach an amicable resolution, and in appreciation for Ms*** tenure with us, we offered to cancel the service on phone ending in *** and its associated lease with the return of its corresponding device in like new conditionWe are pleased to inform you that Ms*** expressed her satisfaction with our handling of this matterAs a result, we sent a return kit to facilitate the return of the device and the accelerated lease charges will be removed once the device is received We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** 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: Sprint is correct about communicating the lease to me after the Revdex.com claim was madeHowever, in the response I would like Sprint to take responsibility in the response that multiple sprint associates communicated incorrect information to me which is what caused the confusion in whole.
Regards,
*** ***

March 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** reports that when he acquired service with Sprint, he was offered a Buy One, Get One (BOGO) promotional credit to off-set the monthly lease installment for two of the iPhone 6s devicesHe stated that he called Sprint on several occasions regarding billing concerns and subsequently canceled his serviceMr*** also states that when he called in to get a final copy of his bill, he was informed that one of his lines was not cancelled and that he was charged for two months of service that he didn’t use. Mr*** states he was informed that he owes $3,for the charges for the devices. Mr*** is requesting that we waived the charges for the line that he states should have been canceled and that we remove the cancellation charges for the devices that should have received the BOGO promotional credit We spoke with Mr*** on March 16, We reviewed his account, we confirmed that the line ending in *** was not ported out properly and incurred charges for two months that it was not usedAs a courtesy we credited the charges for $for the servicesWe also sent him a paper copy of his last two bills Mr*** stated that he was not informed that the devices associated with the BOGO promotion, lines ending in *** and ***, would be charged lease cancellation charges and device purchase charges when the numbers were ported out and the associated Lease Agreements canceledWe advised that upon the return of the devices, the device purchase charges would be creditedHowever, Mr*** stated that he no longer has the devicesWe informed Mr*** of the requirements of the BOGO promotion, one being that to maintain the credit for the device receiving the BOGO promotional credit, both devices are required to remain on active lease agreements. Mr*** believes that he did not receive complete information regarding the BOGO promotion at the point of saleTherefore we credited the Lease Device Purchase charges for the two devices associated with the BOGO promotion as a courtesyWe extended a further courtesy and applied a credit of $for line ending in *** and $for line ending in ***Mr*** requested that we waive the remaining charges for the lines associated with the BOGO promotionUnfortunately we were unable to honor that requestMr*** has paid the remaining balance on the account and we informed him the balance is $and that his account is not with a collection agency. Mr*** states these action have resolved his issues If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. 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:
Regards,
*** *** I am absolutely rejecting sprint's shameful responseWhen I initially called in and was offered the credit the representative said to me I'm going to place a credit on your phone's balance which will pay off phone (Samsung Galaxy SEdge) I asked rep several times this is to pay off my phone and so I won't have a monthly charge correct? he replied NO the credit I am placing on account is to pay off deviceAs far as the second line rep informed my account would receive a monthly credit for $as that was to honor offer on second line which was my brother would send in his Iphone and he would upgrade to the Iphone Plus for FREE and if he wanted to keep his phone after lease term ended there would be a chargeSoon after I agreed only because rep said credit was to pay off device I noticed that I was paying $for line that was suppose to be FREE, and paying $for my line the Galaxy Sline which meant my bill went up $and my whole point to originally calling in to sprint was to disconnect service after years of service because I was paying to much a monthI would NEVER have agreed to an increase on my account and end up paying over $a monthIt's very shameful that sprint treats a almost year customer with such little care for their error and misinformationIf sprint supposedly placed credit to pay off device how is it that for over a year I have been paying for both phonesSince sprint did not honor original offer to me the monthly service agreement is voided especially if I'm paying for device that is suppose to be freeI recently spoke to an executive manager and he made no attempt to understand that this is 100% sprint fault and a customer should NEVER have to pay for their lack of professional conduct and respect towards a very long customerThe rep solution was to place $credit back on my account and he would then place proper codes on my account to reflect original offer that was madeI told him ABSOLUTELY NOT I was not going to accept that and I asked him several times why I was paying for line that was promised free and for line that was promised $a month and rep became upset and I told him he should be upset with the reps whose error caused this confusionI still have a balance of $for galaxy lineSprint needs to own up to their poor service and all I ask is to pay off remaining balance for galaxy device and refund me $for all the months I paidI have paid for line that was offered FREEIn looking over sprint's review section on their facebook page I couldn't help but notice all the people complaining the same thing being offered one thing and then not honoring it and customer having to pay more moneyI hope Revdex.com can take action and really investigate this issue as I have contacted several news outlets here in Washington DC area regarding this issue and found other customers going through similar situation. Conclusion: I request sprint void service agreement they did not honor and refund me $for each month I paid when line was supposed to be FREE

August 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX***, *** ***-*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information received, Ms*** expressed her dissatisfaction with the network service in her local area during prime time hours and the $fee she is being charged monthShe cited that she is not receiving the unlimited service that she pays for. As a result, she is requesting to receive a refund for the charges she has paid since February We spoke with Ms*** and addressed her concerns. We explained that as outlined in our Terms and Conditions of Services, coverage and quality of wireless services may be affected by conditions beyond our control. Additionally, wireless services may not be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. Therefore, we are unable to guarantee service in a particular location and data speeds may vary. We determined that her address is located in ‘Good’ coverage. Our network engineers investigated Ms***’s concerns and confirmed that our network is currently performing within parameters in her local areaAs a result, customers in these areas should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverageWe 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. As a result, we confirmed that the tower nearest her home is schedule for updates later this year We regret that Ms***’s experience with service in her local area is falling short of her expectations; however, we confirmed that although optimal data speeds have not been available during peak times, her services have been use for a substantial amount of talk text and data. Therefore, we are unable to comply with her refund request. However, due to any possible reduction in service she may have experienced, we applied one-time credits totaling $to her account as a courtesy We also explained to Ms*** that her account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us. At that time, a separate letter was sent regarding the results of the credit check and that the account was initiated in our ASL program, which would have a monthly $ASL fee. However, Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Customers can setup recurring automatic payment and enroll in e-Bill via *** at their convenience by logging on to their My Sprint account at ***If recurring automatic payments or e-Bill are cancelled, the fee will be re-applied to the customer’s account. Ms*** states she now understands We regret any inconvenience that these matters may have causedIf I can be of further assistance with these matters, Ms*** can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, *** CExecutive Services Analyst

Tell us why hereJuly 18, 2016 Revdex.comWard Parkway, Suite 200Kansas City, MO 64114 Re: Revdex.com Case *** *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information provided, Mr*** states that he damaged his Apple iPhone device and when he visited his local Sprint service and repair center he was advised that he would need to have his device replaced via the Total Equipment Protection (TEP) program offered through AsurionHe further states that he requested a replacement device via Asurion; however, they sent the device to the wrong addressAs a result, he is requesting that Asurion send him a replacement device to the correct address As we discussed with Mr*** on July 18, 2016, Asurion sent him a replacement device on July 14, 2016. Our records reflect that on July 17, 2016, Mr*** activated his replacement device via his local Sprint service center. As a goodwill gesture, we have also applied credits totaling $to his account to offset a portion of his monthly service charge. Mr*** expressed his satisfaction with this resolution. We appreciate Mr*** for taking the time to provide us with the details of his customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his 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. If I can be of further assistance with this matter, Mr*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between a.mand p.m., Central Time. Sincerely, Sean J.Executive Analyst

May 10,
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 *** *** *** on behalf of *** *** submitted on April 19, We appreciate your assistance in bringing our customers’ concerns to our attention
Ms***’s filing expressed her dissatisfaction with the delay in receiving American Express Reward Cards as part of our Contract Buyout promotional offerMs*** requested that Sprint review this matter and honor the above promotion
Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on April 26, 2017, to discuss their account concernsDuring our call, we advised Ms*** that we would review this matter and follwith them accordinglyOur records indicate that Mr*** established services with Sprint on February 11, At that time, he portphone lines ending in *** and ***In addition, he activated two devices via Sprint’s Leasing program
We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***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 creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be located at our website at www.sprint.com/jointoday
Upon further review, we confirmed that Sprint approved and processed American Express Reward Cards on April 27, 2017, totaling $733, which was delivered to his address on fileSince our initial conversation, we attempted to contact Ms*** and Mr*** via phone and email on April 27, and May 1, 2017, to relay the aforementioned resolution to themUnfortunately, we were unable to reach them directlySubsequently, we received e-mail correspondence from Ms*** on May 3, 2017, advising us that they have received their American Express Reward Cards and their concerns were satisfactorily resolved
We regret any inconvenience that Mr*** and Ms*** may have experienced while attempting to resolve this matterIf we may be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced subsequent inquiry of Mr*** ***, submitted on behalf of Sprint account holder, Ms*** ***. We appreciate your assistance in bringing our customers’ response to our attention and regret the circumstances that led Mr*** to contact your office once more In his rebuttal, Mr*** reiterated his concerns with Ms*** ***’s monthly billing and cited a discrepancy with some of the information previously provided to him by our office versus what our response to your agency actually reflected. We regret any further misunderstanding that may have occurred in regard to Mr***’s tablet service billing, and that he remains dissatisfied with our response to their equipment financing change requests. During our discussion with Mr*** on June 29, 2016, he explained that the disputed tablet lines of service should have been cancelled after our telephone discussion on June 21, 2016. He further requested that we return all monthly service charges paid to us for the tablet lines of service, and expressed his continued dissatisfaction with our decision to deny their request that we convert Ms***’s device leases to monthly installments At that time, we explained that the Early Termination Fees (ETF) would have been assessed to the tablet lines of service immediately following their cancellation. Because we previously informed Mr*** that we would not be in a position to offset the ETF until the tablets were returned to us and in an effort to prevent the ETF from possibly interrupting Ms***’s Sprint service, the tablets were set to cancel on the last day of Ms***’s bill cycle, on July 3, 2016. We further explained that we have taken a considerable amount of time researching his mother’s equipment financing concerns and regrettably, our position to that request remains unchanged. However, we agreed to review his refund request once more. Mr*** accepted the information provided and reassured us that the tablets’ return status has been updated to reflect deliveredHe provided the tracking number to confirm that status, and agreed to a follwithin the next three business days. Although we have been unable to identify a Sprint-related error in regard to Mr***’s disputed tablet concerns, we applied credits totaling $to Ms***’s Sprint account to offset a portion of the monthly plan charges assessed to her for the tablet lines of service, as demonstration of our commitment to excellence. We also confirmed that the tablets were returned to us on June 29, 2016, via the pre-paid return authorization envelopes previously forwarded to Mr***. As a result, the tablet lines of service were cancelled and all ETF offset on July 1, 2016, as we previously agreed We followwith Mr*** and explained the above-referenced actions on July 1, 2016. Mr*** accepted the information provided and confirmed that we have reached a mutually satisfactory resolution to the concerns he presented to your agency On behalf of Sprint, I apologize for any inconvenience these matters have caused Msand Mr***. If we can be of further assistance with these issues, they can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, *** ** *** *** Executive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service that she received and with our
inability to unlock her iPhone deviceShe also cited that her device and the accessories cost her $1,and that she was advised that the accessories would be free of costShe further indicated that when she canceled her Sprint service she was billed additional charges because she did not return her deviceMs*** indicated that after she paid her balance of $770, she called to have her device unlocked and was advised that she needed to pay an additional $to unlock itAs a result, Ms*** requested that we unlock her iPhone device and a refund of $for the accessories
We appreciate Ms***’s taking the time to provide us with details of her experience with our retail store representatives and our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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 is available on our website, at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
- Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options
- The associated account is in good standing
- The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked
According to our records Ms***’s iPhone device was leased on August 8, 2015, for months and she also purchased accessories on the Sprint Easy Pay for monthsFurther, she was billed $for the lease cancelation, $for the lease device purchase amount, and $for the installment billing cancellation/acceleration for the accessories because she canceled her service on December 26, 2015, prior to fulfilling her lease and Sprint Easy PayIn addition, our records reflect that she made a payment of $on January 16, We do not have record that she paid $
We submitted a request to unlock her iPhone device and during our conversation with
Ms*** on January 4, 2016, we advised her that her device was unlockedAlthough her charges are valid in an effort to reach an amicable resolution, we offered and she accepted a $refund for her accessories’ accelerated chargesMs*** accepted our credit offer and we refunded $to her financial institution on February 18, 2016,
We regret any inconvenience and the circumstances that led to the cancelation of
Ms***’s serviceIf we can be of further assistance regarding this issue,
Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand
p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I disagree with Sprints response to this complaintNot only has Sprint refused to ameliorate these concerns, they have provided terrible customer service and been condescending throughout this process
Regards,
*** ***

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. In his correspondence, Mr*** stated that he recently filed a claim with Asurion our Total Equipment Protection (TEP) service provider. Further, he stated that the replacement device he was provided overheated and as a result, bent. He visited our retail store and was advised that the damage was caused due to negligence and he would need to file an additional claim with Asurion. Mr*** does not agree with paying an additional $deductible and requests that we allow him to upgrade his device or replace his current device with a different model During our discussion with Ms*** on August 4, 2016, we apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that in an effort to reach an amicable agreement, we would agree to cancel his current lease agreement and reduce the accelerated lease charges to $and the retail store would provide him with a $buyback credit for his current device. Additionally, we reset his upgrade eligibility and allowed him to lease or purchase the device of his choice. Mr*** accepted the offer and upgraded his device the day of our conversation We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

June 2, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, submitted on May 17, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to address her equipment concernsShe states that she took her equipment into her local service center and was advised that her equipment would need to be sent off for 7-days for repair without a loaner in the interimAfter calling in to get assistance, she states that she encountered unfulfilled callbacksMs*** is requesting to cancel service and waiver of equipment charges Our office attempted to reach Ms*** via phone and e-mail on May 26, 2017, to further discuss her concernsUnfortunately, our attempt was unsuccessfulHowever, after account review we were able to confirm that account XXXXX*** was cancelled effective May 18, Furthermore, our office partnered with the agent that Ms*** worked with on May 23, 2017, and as a means to an amicable resolution and to bring closure to this concern, she was offered the ability to return the leased equipment to the warehouse in exchange for waiver of the End of Lease equipment cost and a return kit was mailed to the address on fileShould Ms*** have any further questions or concerns she can contact our office directly at her earliest opportunityWe appreciate Ms*** for taking the time to provide us with 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 regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToya ***Executive Services Analyst

July 14,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 12230974, *** ***
Sprint Account XXXXX
Sprint Case
To Whom It May Concern:
Sprint is in
receipt of the above-referenced inquiry of Ms*** ***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** disputed the monthly service charges that are reflected on her invoices for an accessory, stating that she was not made aware that she accepted an Installment Agreement for that purchaseShe also disputed the activation fee and late fees due to her dissatisfaction with the level of coverage that she received prior to contacting our officeShe requested that we cancel the Installment Billing Agreement and apply credit to her account to offset the activation fee, monthly Installment Billing charges and late fees
We regret any misunderstanding that may have occurred related to Ms***’s Sprint billingSprint 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 deviceThey also have the option of purchasing accessories under a 12-month Installment AgreementCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to or 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 purchasedMs*** was provided with a clear disclosure of her monthly installment charges, and all other applicable fees and charges for her Fitbit Charge Small Black accessory purchased on October 22, Furthermore, we were able to locate a signed copy of her 12-month Sprint Installment Agreement which includes a description of the charges in question
Although the charges are valid, due to any miscommunication that may have occurred, we canceled the referenced Installment Billing Agreement for the accessory, as she requested, and applied a $credit to her account to offset the monthly charges associated with that accessoryThose charges should no longer be reflected on future invoices
In addition, we applied previous adjustments totaling of $to Ms***’s account on June 26, 2017, to offset the disputed activation fee, late fees and the remaining portion of the balance that was due at that timeThose credits are reflected on her July invoice
Although we did not speak with Ms*** directly, we sent a folle-mail today to her e-mail address confirming the actions that were previously taken on her account pursuant to our June 12, 2017, conversation with Ms*** and the previous e-mail that we sent on June 27,
If we can be of further assistance regarding these matters, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, #I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

November 3,
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***
*** regarding Sprint account XXXXX***We appreciate your assistance in bringing Mr***’s promotional, billing and customer service concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, citing that the monthly lease charges for his two recently-upgraded devices are higher than he was quoted in August when he responded to our “Buy One Get One Free” (BOGO) promotional offerHe requested that we release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We appreciate Mr***’s taking the time to provide us with the details of his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for internal review
We regret any misunderstanding that may have occurred related to the equipment billing noted in Mr***’s inquiryDuring our October 24, 2016, conversation with Mr***, we explained that it can take up to two billing cycles for the BOGO discounts to be reflected on customers’ invoicesWe further explained that the monthly lease charges for both of his devices are $83.34; however, a monthly credit of $is applied towards those charges to offset the lease charges for one of his lines of serviceThat monthly credit is reflected on his September and October 13, 2016, invoices
Mr*** indicated his understanding of our explanation but reiterated that the monthly lease charges reflected on his monthly invoices were not properly explained to him when he contacted our Customer Care departmentAs a result, he requested to cancel his serviceDue to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possessionTo facilitate the return of Mr***’s devices, we sent a prepaid shipping label to his e-mail addressAfter the equipment is received in our warehouse, we will credit the lease cancellation and equipment charges; however, he will still be responsible for the final monthly service charges
We are pleased to inform you that Mr*** accepted our resolution offerIf we can be of further assistance regarding these matters, Mr*** 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

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** *** ***, and we appreciate the opportunity to address his concerns. Based on the information provided in the inquiry, Mr*** states that his Samsung Note is malfunctioning and the store referred him to the manufacturer. He further advises that Samsung did not repair his phone, and he is now requesting a replacement device be provided by Sprint 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 their phone line. 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. We contacted Mr*** to address his equipment concerns. At that time, we advised him that because he does not subscribe to TEP, if his experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. He advises that he has made multiple trips to service and repair centers, as well as sending his phone to Samsung three times, and he is currently without a working phone. Because the manufacturer has not been able to repair or replace Mr***’s phone within the one-year warranty, in an effort to reach an amicable resolution, we partnered with a local store to process an upgrade to another device. We confirmed that Mr*** upgraded his phone on February 16, 2017, and we sent a package to facilitate the return of his Samsung Note We also applied a one-time credit of $to offset the activation fee he paid at the point of sale We regret any inconvenience Mr*** may have experienced trying to resolve his concerns. If he needs further assistance with this matter, I can be contacted 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, Michal MExecutive Services Analyst

October 11, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***- Rebuttal, Will C*** Sprint Account xxxxxx Sprint Case 2280156 To Whom It May Concern: Sprint is in receipt of the rebuttal on the above-referenced complaint of MrWill C***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrC***’s contacting your agency once again. In his rebuttal, MrC*** expressed his dissatisfaction with our resolutionHe stated that he requested a reduction in his final bill and described unfavorable experiences when he had the service We regret any misunderstanding that may have occurred regarding MrC***’s device return and billing issue. As outlined in our response to his previous filing, we sustain that our records reflect that MrC*** returned his referenced equipment to one of our retail locations on August 25, 2017, and that we applied credits totaling $to his account to offset the Device Purchase Option charges. However, because he took that action prior to the satisfaction of his accepted equipment leases, the remaining lease cancellation charges of $remain on his account and are valid During our September 14, 2017, conversation with MrC***, we explained the information outlined above. Unfortunately, our attempts to contact MrC*** via telephone and e-mail to discuss his reported concerns in detail on October and 9, 2017, were unsuccessful. We also sent a letter to MrC*** at his billing address of record via U.SMail on October 9, 2017, acknowledging our receipt of his rebuttal inquiry and inviting him to contact us directly for assistance. To date, we have not yet received any response from him. We appreciate MrC***’s taking time to provide details of his experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience MrC***’s may have experienced as a result of these issues. If we can be of further assistance with these concerns, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext7684. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

September 26, 2017 Revdex.com Ward Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case *** Sprint Account XXXXX3493, Jessica J*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, MsJ*** stated that she recently switched to Sprint after she was quoted a price of $202.14, which included four telephone lines, insurance, and tax and fees. She stated her first invoice was $347, and she is now being advised that her monthly cost will be approximately $250. As a result, she is requesting a resolution to this issue. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We spoke to MsJ*** on September 21, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered a $account credit to be applied in three increments of $120. MsJ*** accepted our offer and credit one of $was applied to her account. The remaining two credits will be applied after her October and November invoices print. She stated that she considers that we have reached a mutually satisfactory resolution. We appreciate MsJ*** for taking the time to provide us with the details of her experience with our Customer Care representatives. Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience this matter may have caused MsJ***. If I can be of further assistance, MsJ*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension 3928. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon R.Executive Services Analyst

April 17, 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 complaint, Mr*** states he returned the phone purchased from Sprint after realizing he didn’t have service, and has yet to receive his $refundIn our conversation with Mr*** on April 13th and 17th, 2017, we advised Mr*** the refund has been credited back to his financial institution and that his account was canceled with no further balance due. Mr*** provided his final feedback and confirmed these actions have resolved his issueWe appreciate Mr*** 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 On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he 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 AExecutive Services Analyst Tell us why here

[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: remove the account, it's fraudulent!!!
Regards,
*** ***

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve her billing concern. Ms*** stated she contacted our sales department back in September 2016, about purchasing the iPhone and was advised to send back her iPhone 6. Ms*** further advised that she returned the iPhone 6, which was received by Sprint on October 10, 2016. However, she continues to be billed for the lease charges for the deviceAs a result, Ms*** is requesting that we refund the $she has been paying for the returned device. Our records reflect that on September 28, 2016, Ms*** purchased the iPhone under the 18-month installment agreement for phone number ###-###-####The second installment agreement is for device purchased under 24-month installment on July 6, 2015, for phone number ###-###-####Ms*** is only being charged for two devices and not three as she presumed During our conversation with Ms*** on April 11, 2017, we explained the information outlined above. Ms*** confirmed her understanding and also requested copies of the agreements. The agreements were sent to her email on April 11, We appreciate Ms*** for taking time to provide details of her experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and we are happy that we were able to resolve Ms***’s issue. If we can be of further assistance with this matter, 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, Shola AExecutive Services Analyst