Sprint Corporation

[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:you stated that an iphone was ordered, but that WAS NOT THE CASE i've been on the phone 5-times bounced around from department to department before getting a replacement order that I wont receive until NOVEMBER so no i'm getting text messages stating service will be disprupted if not paid in full for the phone I can't return until I receive my ordered plus I attached the original order that shows I ordered the 7plus not the and sprint shipped the wrong phone, billed my account now i'm charged until I return it which I can't until my phone comes my phone should be priority for the earlier shipping date as well but its not I have a warning in my account screen stating it will go to collections if not paid, so I had to call back again and deal with their terrible phone systems to get a representative to help so I dont have to pay yet or lose service.
Regards,
*** ***

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** filed on behalf of Sprint account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with our not honoring the terms of a promotional offer she selected when she ported her mobile number to Mr***’ Sprint account from another provider, advising that we have subsequently informed her of stipulations that were not presented in the online description of the offer. She also described unfavorable customer experiences during her attempts to address that concern and advised that additional discounts for which she is eligible have not been applied to Mr***’ Sprint account We regret any possible misunderstanding that may have occurred related to the terms of our referenced promotional offer and Mr***’ monthly Sprint billing. Our records reflect that Ms*** ported her mobile number to Sprint from another wireless provider on May 3, 2017, as an additional line of service on Mr*** ***’ existing Sprint account and that, during that transaction, Mr***’ rate plan was changed from his single-line Unlimited My Way plan to the referenced unlimited Freedom promotional shared plan As outlined in the terms of our referenced promotion, available April through May 18, 2017, new customers joining Sprint were invited to establish two lines of service for $on our Unlimited Freedom PlanBecause that promotion was not available for existing customers at that rate, Ms***’ adding her line of service to Mr***’ account and attempting to add the promotion to both lines of service did not meet the program qualifications. Existing customers can migrate to that rate plan, but not at the discounted rateAs such, Mr***’ rate plan is billing correctly at the existing-customer rate of $per month for line 1, $per month for line 2, and $per month for each additional line, up to lines total. Those prices reflect the $5-per-month discount, for which Mr***’ qualifies due to his enrollment in our automatic monthly payment option During our May 23, 2017, conversation with Ms***, an authorized user on Mr***’ Sprint account, we explained the information noted above. We also explained that, due to the significant discounts built into the promotional rate plan, even at existing-customer pricing, the plan is not compatible with any other Sprint Discount Program (SDP) discounts such as she described in her inquiry. However, we reiterated that she and Mr*** are receiving the Auto-Pay discount offered with the promotional offer Although we were unable to identify any error on the part of Sprint related to this matter, we applied a courtesy credit of $to Mr***’ account to offset his current balance due as a demonstration of our commitment to excellence. Ms*** expressed her understanding of the information provided and satisfaction with our resolution We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused. If we can be of further assistance related to this issue, Mror Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

July 6, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Mr*** stated that on February 23, 2017, he cancelled his Sprint service and was advised that he needed to turn in both his leased devices and pay $to close out his Sprint accountHe stated that he made the required payment and turned in both leased devices to his local Sprint Retail location on March 8, However, on May 15, 2017, he received notification regarding a balance owed to Sprint in the amount of $and was advised that one of the devices had not been returned As a result, he requested that Sprint review this matter, remove the $balance from his account for the device that he returned, and any negative reporting regarding this balance from his credit report. During our conversations with Mr*** on June 30, 2017, we explained that after researching this matter, our records reflect that he turned in the device to his local Sprint store on March 8, 2017, and once received in our warehouse, the device was inadvertently not logged in as received. As a result, we applied a credit in the amount of $to remove the charges of the returned device. With this credit, his account is closed and reflects a zero balance. In addition, we notified the third-party collections agency and requested to have any negative reporting regarding this issue removed. Please allow up to days for completion of this process We appreciate Mr*** taking the time to provide us with his feedback regarding his experience with our retail store and customer service representatives. We are continually seeking ways 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 me the calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time. Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like to add, the following statement is not true "Additionally, he was notified by mail of the cancelation of the program", as I never received any notification (mail, email or verbal) of the plan I was in was going to be being cancelled.With that said, Sprint did reset my upgrade eligibility, I was able to obtain an upgraded device and am I am now aware of the new device agreement termsAnd as mentioned above, I consider the matter resolved and I would like to think thank Sprint and especially the Revdex.com for their assistance in the matter
Regards,
*** ***

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he purchased six devices via lease on November 20, He further stated that he took advantage of the ongoing buy one get one (BOGO) promotion. However, he states his invoice has been higher than normal, and he keeps calling every month with no resolution. Mr*** further advised that his attempts to resolve this billing issue have resulted in an unfavorable customer service experience. As a result, Mr*** is requesting a call from our executive team Our record reflects that Mr*** started service with Sprint on November 20, 2016, with six lines of service, on 18-month lease billing. Additionally, Mr*** was contacted by one of our Executive Analyst on July 24, 2017, and a recurring credit of $was added to his account to resolve his billing concern. This $credit will award for the remaining months of the lease agreement We appreciate Mr*** for taking time to provide details of his experience with 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 Mr***If we can be of further assistance with this matter, Mr*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

October 3,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com File ***, Stephanie ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of
MsStephanie ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with our not honoring the terms of promotional equipment pricing for one of her recently upgraded devicesMs*** requested that we provide those promotional credits
We regret any misunderstanding that may have occurred related to Ms***’s equipment billingOur records reflect that the Ms*** upgraded the equipment for one of her lines of service on June 5, 2017, with our 50% Off Samsung Galaxy SpromotionHowever, we identified that an inadvertent keying error occurred when the noted promotion was moved from one of Ms***’s lines of service to another causing the monthly credit to not award properly
Our records further reflect that Ms*** previously brought her dispute to the attention of a specialized escalations team on September 15, 2017, and that, at that time, we applied service credits totaling $to her account to offset an amount equivalent to the value of her requested promotionAlthough our attempts to contact Ms*** via telephone and e-mail on September and October 2, 2017, to discuss her reported concerns were unsuccessful, we received an e-mail response from her on October 2, 2017, confirming her satisfaction with our resolution
We regret any inconvenience this issue may have caused Ms***If we can be of further assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time
Sincerely,
Leland *** *
Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXXSprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of *** ***, regarding Sprint’s actions to resolve her account concerns. This complaint was submitted on January 9, 2018. We regret the circumstances that led Ms*** to contact your office again According to Ms***’s follfiling, she expresses her concern with the equipment related charges assessed to her account, after she terminated service with us. Ms*** believes that she was misinformed by Sprint’s Retail store representatives; specifically, stating that she was informed that her equipment would be provided to her without costFurthermore, Ms*** indicated that she tradher two devices to her new wireless service provider, and believes that her new wireless service provider satisfied the cost of her two Sprint devices. Lastly, Ms*** expressed her dissatisfaction with her Sprint account being forwarded to an outside collections agencyMs*** requested that Sprint review these matters, adjust the erroneous charges and remove this inquiry from the credit bureaus Sprint has reviewed Ms***’s complaint. As stated in our prior response, our records indicate that Ms*** established a Sprint account on July 16, 2016, with two lines of service corresponding with phone numbers ending in and 4760. At that time, she activated two iPhone 6S Plus devices via Sprint’s Leasing and Monthly Installment Billing programs. Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay In addition, she purchased a Mobile Hotspot device at discount pricing in exchange for a two-year Service Agreement in association with phone number ending in Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease and Installment Billing Agreements which includes a description of the charge(s) in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her account Furthermore, our records indicate that Ms*** ported-out phone numbers ending in and to another wireless service provider on October 23, 2016, prior to fulfilling the terms of her respective Lease and Installment Billing Agreements. Accordingly, her account was assessed the remaining Lease cancellation/Lease Device Purchase Amount charges and accelerated Installment Billing cancellation charge totaling $1,as indicated on her November billing statement. Please note her account remained active with the Mobile Hotspot device associated with phone number ending in 3540. We confirmed that Ms***’s account was cancelled on January 31, 2017, due to nonpayment of the outstanding account balance, leaving her account closed with a balance due of $2,as indicated on her December billing statementThis balance represents unpaid monthly recurring charges, late payment fees, accelerated equipment cancellation charges, Early Termination Fee and applicable taxes as reflected on her November through February billing statements. Due to nonpayment of the aforementioned account balance, Ms***’s account was forwarded to an outside collections agency, AFNI. Based on our account review, we are unable to identify any miscommunication and billing errors on Sprint’s part. Accordingly, Sprint considers the aforementioned charges and our actions to collect the debt to be valid. With regard to Ms*** confirming that she tradher two iPhone 6S devices to her new wireless service provider in exchange to satisfy the cost of the noted devices with Sprint, please note Ms*** is responsible for paying her final invoice. If Ms*** participated in her new wireless service provider’s contract buyout promotional offer, we encourage her to address this matter with her new wireless service provider for further assistance. We spoke with Ms*** on January 3, 2018, regarding her concerns. At that time, Ms*** declined to further discuss this matter with Sprint and requested that we respond to her complaint in writing. In an effort to ensure a satisfactory and mutually acceptable resolution, we must speak with Ms*** directlyWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her account We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions, we can be reached by calling the Executive and Regulatory Services Department at 1-844-282-ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

Dear Ms***,
This is in response to the letter received by our organization on March 11, regarding *** ***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
According to the information provided, Ms*** expressed her dissatisfaction with receiving inaccurate information regarding a recent purchase she made at a local Sprint retail facilityMs*** requests that we review this matter
Sprint has reviewed Ms***’s complaint and notes that based on the information that she provided in her inquiry, we were unable to resolve this complaintAs such, we have attempted to contact Ms*** to discuss her concerns, without successIf Ms*** still requires our assistance regarding this matter, we encourage her to contact us directly on the phone number listed belowWe apologize for any inconvenience this may have caused while attempting to resolve this matter
If we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-#### or he may reach me directly at ###-###-####We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ *** ***
*** ***
Executive & Regulatory Services

July 8, * *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on June *1, *016. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that at the time he cancelled his services with Sprint he was advised he would receive his original equipment back, as well as the leased equipment down payment for the new deviceMr*** is requesting that what was offered be honored, and that we not report the balance on his credit We spoke with Mr*** on June *8, and *9, *016, regarding his disputeHe advised that he should have qualified for the Sprint Satisfaction GuaranteeHowever, we informed Mr*** that line ending in *** was cancelled outside of the 30-day Satisfaction Guarantee Return policyWe further explained that devices active for more than days fall outside of the terms of the 30-day Satisfaction Guarantee Return policy and are not eligible for return, refund, or credit for service charges and associated taxes and fees We also discussed his request for the return of his previous carrier’s device that he surrendered to Sprint upon registering for the PopromotionWe regret any misinformation and/or misunderstanding that may have occurred regarding the PopromotionHowever, upon registration for the promotion, at www.sprint.com/joinsprint, customers are made aware of the criteria for the promotionThe promotion requires that you turn in the device associated with the previous carrier’s accountWe further explained that the device will not be returnedHowever, as a means to provide an amicable resolution and to bring closure to this concern, we offered to mail a return kit to Mr*** and accept the return of the leased Sprint device. In exchange, upon receipt of the device in our warehouse, we will waive the End of Lease purchase chargeUnfortunately, Mr*** did not accept our offerShould Mr*** change his mind, this offer will remain valid through July 1*, *016, and he may contact me directly to accept Currently, Mr*** account has a balance due. This balance will follow our collection path if the account is not paid in full by the July 15, *016, due date 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

January 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with charges assessed to his Sprint account for equipment that he returned to us in conjunction with an authorized device upgrade and described an unfavorable customer experience during his attempts to dispute those chargesHe requested that the noted charges be removed from his account
We regret any misunderstanding that may have occurred regarding the disputed equipment charge referenced in Mr***’s inquiryOur records reflect that Mr*** upgraded devices associated with two of his lines of Sprint service on November 15, 2016, pursuant to the terms of his accepted upgrade optionsOur records further reflect that we forwarded packaging and prepaid labels to his billing address to facilitate the return of his two previous devices to usIn the interim, the unpaid balance of the two canceled leased corresponding to those devices were accelerated and assessed to his account pending our confirmation of their return and condition
Our warehouse team confirmed our receipt of one of Mr***’ two referenced devices on December 7, 2016, but we have no record of having received his second deviceAs such, credits to offset the equipment charges for the returned device were applied to his account on December 8, 2016; however, the disputed remaining charges totaling $remained on his account
During our January 18, 2017, conversation with Mr***, we explained the information outlined aboveMr*** reiterated that the two devices were returned together in the same return kitWith that additional information, we advised that we would research his issue further and follow up with him within the next few days
Unfortunately, our warehouse team remains unable to verify our receipt of Mr***’ second deviceDuring our January 19, 2017, folldiscussion with him, we advised him that, although we were unable to identify any error on the part of Sprint related to the missing device return or the disputed equipment charges, we applied credits totaling $to his account to offset the charges associated with that device as a demonstration of our commitment to excellence and due to his tenure with usFurther, we assured him that we added the Electronic Serial Number (ESN) of that device to a lost/missing file to prevent future activation of the deviceMr*** indicated his satisfaction with our actions
We appreciate Mr***’ taking time to provide details of his experience with 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 feedback to improve our customer service training and processes
We regret any inconvenience these matters may have caused but are pleased that we were able to resolve Mr***' reported concerns satisfactorilyIf we can be of further assistance with these issues, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Russell ** *** **
Executive Services Analyst
RB/lw

October 4,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Les ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of MrLes
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** described an unfavorable customer experience when he attempted to speak with various Customer Care representatives regarding his accountHe requested cancellation of his line of service associated with an iPad tablet, and still continue to pay the monthly equipment purchase charge until the agreement is satisfied
We regret any possible misunderstanding that may have occurred related to Mr***’s line of service associated with the iPad tabletOur records reflect that mobile number *** ** associated with a 24-month equipment installment agreement to be satisfied on December 20, If the line of service associated with the iPad is cancelled, the equipment agreement associated with it will also cancel and the balance of the agreement would be billed at an accelerated charge
Unfortunately, our attempts to contact Mr*** either by telephone or e-mail on September 19, October and 3, 2017, to discuss his equipment concerns were unsuccessfulIn addition, we sent a letter to Mr*** at the billing address listed on his Sprint account on October 2, 2017, acknowledging our receipt of his inquiry and inviting him to contact us directlyWe received an e-mail acknowledgement from Mr*** on October 3, We attempted to contact him once again on October 4, 2017, without success
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account
We appreciate Mr*** for taking time to provide details of his experience with 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 his input to improve our training and processes
We regret any inconvenience these matters may have caused Mr***If he has any questions regarding his reported concerns, we invite him to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

August 15, 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 *** ***, submitted on August We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she stated that she encountered an unfavorable customer service experience while attempting resolve her account concernsMs*** stated that she returned her device to a local Sprint Retail Store locationHowever, her account was closed with an outstanding balance, which was subsequently forwarded to an outside collections agency. Ms*** requested that Sprint review this matter, apply an adjustment to her account to negate the cancellation charges for her returned device, enabling her to pay the remaining account balance and cease collection activity Sprint has reviewed Ms***’s complaintWe confirmed that on June 6, 2017, the iPhone SE device associated with phone line ending in *** was abandon at a local Sprint Retail Store locationThe aforementioned device was returned outside Sprint’s Satisfaction Guarantee return periodIn addition, we confirmed that phone line ending in *** was ported-out to another wireless service provider on June 6, 2017, effectively cancelling her account prior to fulfilling the terms of her Lease Agreement satisfaction date of October 24, As a result, her account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charge totaling $222.43, as indicated on her June 25, 2017, billing statementAccordingly, Ms***’s account remained closed with an outstanding balance of $369.52, which is comprised of partial monthly recurring charges, taxes, monthly lease charges, and late fees as reflected on Ms***’s June 27, through July 27, billing statements Due to nonpayment of the outstanding account balance, Ms***’s account was forwarded to an outside collections agency, Receivables Performance Management on August 4, 2017. As such, Sprint considers the charges and our actions to collect the debt to be valid. Should Ms*** wish to satisfy the outstanding account balance, we urge her to contact the outside collections agency, Receivables Performance Management toll-free at ***We spoke with Ms*** on August 11, 2017, and relayed the aforementioned informationAs resolution, we offered to apply a partial adjustment of $to negate a portion of her final outstanding balance dueMs*** accepted our offer and agreed to contact Receivables Performance Management to remit a final payment of $222.43, and her Sprint account would be removed from collectionsAccordingly, Ms*** was satisfied with Sprint efforts to resolve her account concernsWe appreciate Ms*** taking the time to provide us with the details of her experience with our Retail Store location and our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** 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 SExecutive Services Analyst August 15, 2017 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 *** ***, submitted on August We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s filing, she stated that she encountered an unfavorable customer service experience while attempting resolve her account concernsMs*** stated that she returned her device to a local Sprint Retail Store locationHowever, her account was closed with an outstanding balance, which was subsequently forwarded to an outside collections agency. Ms*** requested that Sprint review this matter, apply an adjustment to her account to negate the cancellation charges for her returned device, enabling her to pay the remaining account balance and cease collection activity Sprint has reviewed Ms***’s complaintWe confirmed that on June 6, 2017, the iPhone SE device associated with phone line ending in *** was abandon at a local Sprint Retail Store locationThe aforementioned device was returned outside Sprint’s Satisfaction Guarantee return periodIn addition, we confirmed that phone line ending in *** was ported-out to another wireless service provider on June 6, 2017, effectively cancelling her account prior to fulfilling the terms of her Lease Agreement satisfaction date of October 24, As a result, her account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charge totaling $222.43, as indicated on her June 25, 2017, billing statementAccordingly, Ms***’s account remained closed with an outstanding balance of $369.52, which is comprised of partial monthly recurring charges, taxes, monthly lease charges, and late fees as reflected on Ms***’s June 27, through July 27, billing statements Due to nonpayment of the outstanding account balance, Ms***’s account was forwarded to an outside collections agency, Receivables Performance Management on August 4, 2017. As such, Sprint considers the charges and our actions to collect the debt to be valid. Should Ms*** wish to satisfy the outstanding account balance, we urge her to contact the outside collections agency, Receivables Performance Management toll-free at ***We spoke with Ms*** on August 11, 2017, and relayed the aforementioned informationAs resolution, we offered to apply a partial adjustment of $to negate a portion of her final outstanding balance dueMs*** accepted our offer and agreed to contact Receivables Performance Management to remit a final payment of $222.43, and her Sprint account would be removed from collectionsAccordingly, Ms*** was satisfied with Sprint efforts to resolve her account concernsWe appreciate Ms*** taking the time to provide us with the details of her experience with our Retail Store location and our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review.We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** 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

June 30, 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*** ** on behalf of *** **. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr** stated that he has been unable to complete his account activation and participate in Sprint’s Bring Your Own Device program. Mr** also stated that he was billed for the shipping fee for the required SIM card devices to activate his devices on the Sprint network. He is seeking assistance in completing activation as well as compensation We spoke with Mr**, an authorized user on the above account, on June 30, 2017, and addressed the issues outlined in his inquiry. Since filing, Mr** confirmed that his wife successfully worked with our Customer Care Department to activate service on June 21, 2017, and addressed all concerns including compensation. At this time, Mr** confirmed his inquiry has been fully resolved We appreciate Mr** for taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Mr** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

[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: From the start I understood the policies that stand with Sprint. I also had no intentions to neglect any payment towards the Sprint bill.Sprint has lacked the ability to assist me in delivering me a final bill to pay my duesThe reason was because Sprint could not resolve their in network issues with my bill until months later which should've been handled the next pay periodI have been treated horribly for the past couple monthsI have been told by sprint customer service representatives "you are not a customer anymore why should I help you?" I have also been hung up on numerous of timesI have had a lead of sprints yelling at the top of their lungs with meI have had representatives refuse to give me their names, refuse to escalate the call so I could speak with a manager, and I was redirected to the collection agency sprint has sent it to without me requesting for the redirectionAlso I feel Sprint representatives should not be using foul language underneath their breath when frustratedMy reason for the Revdex.com complaint was not to understand what the bill was forBut to resolve this issue because if Sprint complied or supplied me with what I have been requesting for months the remaining balance for the bill would not be standing
Regards,
*** ***

Executive & Regulatory Services P.OBox Irving, TX May 10, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her complaint, Ms*** stated that she is charged for a Samsung Galaxy Sthat does not have. She has requested for the charges to be removed, and refunded previous charges After a review, our records reflect that Ms***’s phone number ending was initial activated on a previous Sprint account and is associated with a Lease Agreement established with the purchase of a Samsung Galaxy S5. A change of ownership was completed in November that transferred the line of service, associated phone, and liability to Ms***’s account. Therefore, the Lease charges associated with the Samsung Galaxy Sreflected on Ms*** monthly invoice are valid, and a refund is not warranted. We spoke with Ms*** on May 9, 2017, and explained the information provided above If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

*** ***3:PM (hours ago)tomeThis complaint was resolved to my satisfaction assuming they did their part before the credit bureaus were notified of late payments

[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:Attn: *** ***| Operations TeamRe: ID # ***- Sprint CorporationI have repeatedly tried to attempt to come up with somekind of a resolution, regarding my case against (***- Sprint Corporation), but unsteady Sprint Corporation has been extremely uncompromisable about sending me a apology letter/compensating me with a free phone upgrade, even though the situation stems all the way from June 2016(defective phones, unprofessionlism in relation to Sprint's customer service and their affiliated insurance cellphone company) all the way up until now, and if I had not filled a complaint with the Revdex.com, Sprint Corporation would have never gottan into contact with me*** *** D: ###-###-####
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12225094, and find that this resolution is satisfactory to me
Regards,
*** ***

April 4, Revdex.com of Greater Kansas City 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** ***, an authorized user on Mr*** ***’s account, stated that they ported out their service due to coverage issues, but have not been able to return the Airave. She stated that she has made multiple attempts for a return package to be mailed out to her. She requested that we send her a return package for the equipment We spoke with Ms*** on March 29, 2017; we updated her mailing address to a physical address. The subscription assigned to the equipment was also cancelled immediately. Subsequently, we processed a return package to her address, to be received in business daysAdditionally, we applied a credit to the account, contingent that the equipment is received in our warehouse with days. She accepted the credit, and confirmed her concerns resolved We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

May 15, 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 Mr*** ***, submitted on April 20, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received from Mr***, he states that he has had an unfavorable customer experience while attempting to address receiving inadequate service on his device while on the Sprint networkHe states that his device was not working, and he went online to speak with an agent and could not locate the chat iconMr*** is requesting to cancel account XXXXX*** with waiver of service and equipment charges. We spoke with Mr*** on April 28, 2017, regarding his concernsAt that time, he advised that all of his concerns have been addressed; however, he states that he is still unable to locate the chat icon via the Sprint websiteWe advised that we will engage our engineers to further investigateMr*** understood the information provided. Upon further investigation, we determined that Mr*** can type “chat” in the Search field of Sprint.com which will direct him to the Live Chat options.We appreciate Mr*** for taking the time to provide us with details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes.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