Sprint Corporation

August 7, 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*** expressed her dissatisfaction with the outcome of her previous complaint. She stated she had provided the requested documents as needed for the Contract Buyout promotion; however, she stated that she had not received a response. Ms*** requested that we honor the promotion and pay her switching costs that resulted from switching to Sprint Our records reflect that on May 16, 2016, Ms*** ported in three lines of service and traded in three devices. Ms*** received a $Buyback credit for each device, which was used towards the purchase of her new Sprint devices. Per the terms and conditions of the Contract Buyout promotion, Sprint will cover switching fees up to $via a Visa Prepaid Card, less the tracredit provided by Sprint. The itemized bill that Ms*** provided, reflected a Device Payment Buyout Charge of $199.92, which was assessed per device, as a result of porting out the corresponding phone numbers. As a result of Ms***’s switching costs being less than the awarded Buyback credit per device, there is no further credit or reward card due per phone number We spoke to Ms*** on July 13, 2017, and outlined our aforementioned findings. Ms*** expressed her understanding of the outlined information. Accordingly, Sprint considers this matter fully addressed and resolved 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

December 29, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** states that she visited one of our retail stores and added a line of service to her account. She stated that the representative who assisted her informed her that the monthly service charges would be approximately $including taxes, surcharges, and fees, but Ms*** states that is not what she is paying. She further notes that she re-visited the retail store for assistance, but the issue was not resolved. As a result, she is requesting assistance with resolving her billing concerns. We regret any misunderstanding that may have occurredWe communicated with Ms*** regarding this matter on December 28, 2016, and we informed her that adjustments had been applied to her account including $on her December 11, 2016, invoice and a pending $credit, which will reflect on her January 11, 2016, invoiceWe also reviewed her monthly service charges of $for the Unlimited Freedom service plan and insurance, plus $for her device resulting in a $monthly service charge before taxes, surcharges and fees, and approximately $with the aforementioned chargesMs*** stated that she had previously spoken with one of our Customer Care representatives who helped her with her account concerns. She acknowledged understanding of the review of her account, and indicated that she primarily wanted feedback provided to the retail store she visited due to the lack of customer service she received We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail store representativeWe are continually striving to improve the quality of service provided to our customer’sPlease be assured that we value customer feedback and will utilize this information in our training and processes. We regret any inconvenience that Ms*** may have experienced while attempting to resolve her billing concernsShould there be any additional questions or concerns, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Bridgette F.Executive Services Analyst

August 3, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxxx*** 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 his recent payment applying toward his services instead of toward the pay-off of his leased device as intended, leading to an interruption of his services due to non-payment of outstanding device lease charges. Mr*** also described unfavorable customer experiences during his mother’s attempts to address that matter on his behalf. He requested that we correct his payment allocation and provide credit for the reconnection fee assessed when his services were restored We regret any possible misunderstanding that may have occurred regarding Mr***’s referenced payment. Our records reflect that his payment was remitted on July 8, 2017, as a pre-cash payment, which can take up to four hours to postWe also confirmed that he remitted an additional $payment on July 8, 2017, to satisfy his device upgrade activation feeAs a result of our review, we are unable to identify any error on Sprint part. During our conversation with Ms***, Mr***’s mother, on August 1, 2017, we explained the details noted above. We also confirmed that his payment has properly applied toward his equipment pay-off and that his account is in good standing. In addition, we informed her that we applied a $credit to Mr***’s Sprint account to offset the reconnection fee assessed as a courtesy due to any misinformation that may have been provided to him related to his payment and account status, leaving his account with an adjusted balance due of $112.94. Ms*** confirmed her satisfaction with our resolution We appreciate Mr***’s and Ms***’s taking time to provide details of their experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** or Ms*** may have experienced as a result of these matters. If we can be of further assistance with these concerns, they can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

April 11,
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 filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided in Ms***’s inquiry, she states that her bill varies from month to monthAs a result, she is requesting to know what her bill will average monthly
During our conversation with Ms*** on April 2016, we confirmed that she has three wireless lines on her account, and on February 6, 2016, she modified the service plan for her three wireless lines ending in ***, ***, and ***These wireless lines were configured with Sprint’s GB Data Share Pack Plan, consisting of unlimited talk, text and GB of data shared among these three wireless lines on her account for $per monthShe also has Total Equipment Protection (TEP) added to all three of her wireless lines of service that bill at $per month per lineAdditionally, she also has three Installment Agreements for three devices added to her lines of service that bill a total of $monthlyShe also has three Installment Agreements for accessories that bill an additional $monthlyThe sum of these charges total $before applicable taxes, surcharges, and discountsWith the applicable taxes, surcharges, and discounts, her bill should average around $monthlyMs*** has the option to change her service plan at any time, and the change will become effective at the start of her next billing cycle
Despite being unable to confirm that a Sprint billing error occurred, we offered to apply a one-time credit of $to her account to offset a portion of one month’s service charges, in an effort to resolve this matter amicablyMs*** accepted this offer and has since paid off two of her active Installment Agreements for her accessories
Sprint is continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’ feedback and will utilize her input to improve our training processes
We regret any inconvenience this matter may have causedIf Ms*** has any further concerns, she may 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,
*** ***
Executive Services Analyst

August 9, 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’ concerns to our attention. In the information provided, Ms***-*** stated that the device charger she purchased at one of our retail locations that quit working after a month but that our retail staff declined to allow an exchange of that product. She also described an unfavorable customer experience during her attempts to address that matter. Ms***-*** requested that we replace that charges for a different product at no charge. We regret any difficulty Ms***-*** may have experienced with the performance of her referenced device accessory, as well as any misunderstanding that may have occurred regarding our purchase exchange process. During our conversation with Ms***-*** on July 27, 2017, we explained that Sprint offers a 14-day return timeframe for all devices and accessories and that, because that return period had expired by the date she attempted to exchange her malfunctioning accessory, we are unable to identify any error on the part of Sprint regarding this matter. However, because we value her tenured business with us, we contacted the manager of the referenced retail location for further review and assistance.We are pleased to confirm that the store manager agreed to allow an exception and to contact Ms***-*** to arrange a time for her to return to the store to receive a replacement charger. We spoke with Ms***-*** again on August 8, 2017, to provide that updated information, and she agreed to return to the retail store and to contact me if she has any additional concerns related to this matter.We appreciate Ms***-***’s taking time to provide feedback regarding her experience with our retail store representative. 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 these matters may have caused. If we can be of further assistance with these issues, Ms***-*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, Jennifer F.Executive Services Analyst

August 18, 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** has not received a return kit to return a damaged device he leasedMr*** advised that the store was unable to accept the device because it had damage and although he has since entered into a new lease agreement, he continues to be billed for his former lease agreement with Sprint We regret any inconvenience this matter may have caused Mr***. We contacted Mr*** and subsequently canceled the lease agreement associated with the damaged device prompting a $non-return fee to be billed to his account. In addition, we refunded the duplicated lease payments he was billed while awaiting a return kit, which totaled $240. We explained that upon receipt of the damaged device, Mr*** will receive a partial credit for its return and any residual balance stemming from the $non-return charge will be absorbed by the refunded lease payments. Mr*** confirmed receipt of the return label and advised that the returned device was dropped of at UPS We thank Mr*** for being a loyal Sprint customer. 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 7:a.mand 3:p.m., Central Time Sincerely, April *** Executive Services analyst

January 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Martha G*** Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G*** to our attention once more. We apologize for any inconvenience that she may have experienced as a result of this matter. According to the information provided in the complaint, MsG*** indicates that she purchased two phones from nTelos in July 2016. She states that the phones were provisioned on an unlimited plan: however, when one of her daughters subsequently experienced difficulty with the performance of her phone, Sprint established a Sprint account in her nameShe also states that her daughters were provided two new phones at the Sprint store without her authorization. As a result, she disputes the Sprint account and the associated balance. During our discussion with MsG*** on January 24, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern. 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 or to implement the changes being requested. Therefore, MsG*** can contact us at the number provided below at his earliest convenience, to complete the authentication of her account so that we can resolve her account balance concerns According to our initial review of our records, we confirmed that the above-referenced Sprint account was transitioned from MsG***’s nTelos account with an unlimited plan provisioned for two lines of service. Our records also indicate that the account established with Sprint/Shentel has acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/Shentel after a multi-month Network transition process. As part of this transition, nTelos customers in the affected markets have the opportunity to either switch to Sprint/Shentel or they may choose to go to another provider. Sprint/Shentel has been offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits. Affected nTelos customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems. Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, was already been sent to all affected customers. Accordingly, nTelos customers with questions about their former or current nTelos or FRAWG account can contact nTelos Customer Service at 1-877-4-NTELOS (1-877-468-3567) or Prepaid FRAWG customer service 1-877-ME-FRAWG (1-877-633-7294)Customers may also dial from their deviceAdditionally, because MsG*** disputes the establishment of the account, Sprint has created a fraud case. Accordingly, we will follow up with her once our fraud investigation has been completed If I can be of further assistance with this matter, MsG*** can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension 4132. I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO 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*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s inquiry, she moved to a new residence and her service deteriorated. As a result, she is requesting to terminate one of the two lines on her account without further obligation We regret that service issues led to Ms***’s decision to terminate one of her lines. Our records indicate that Ms***’s new residence is located within Sprint’s coverage area; however, we note that the new residence is on the border of coverage, which could attribute to the issues Ms*** described. Although roaming coverage is available outside of the fringe area, we agreed to accept return of her device and waive one-half of the accelerated lease charges of $252. Ms*** accepted this offer and subsequently returned the device and remitted payment for $126. We received the device and applied credits to Ms***’s account to offset the remaining one-half due We apologize for any inconvenience Ms*** may have experienced as a result of this matter. Should Ms*** 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, April *** Sprint Executive Analyst

October 5, 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 the length of time taken for us to provide service referral credits owed to him and the Sprint customer who referred him to us, advising that he activated his new services in April but has not received his award. Mr*** also described unfavorable customer experiences during his attempts to address that issue. We regret any possible misunderstanding that may have occurred related to Mr***’s promotional offer. Our Referral Rewards program invites existing customers to refer friends or family members to Sprint. In exchange, we will provide a $prepaid gift card to the referrer and the referee for each new qualifying line of Sprint service activated. Each referred line of service must be a new activation with a qualifying rate plan and equipment obtained with one of our device lease or installment billing purchase agreements. In addition, the referee must be a new-to-Sprint account, as adding a line to an existing account is not eligible Our records reflect that Mr*** ported five mobile numbers to Sprint from another network in April and that he and the referrer met the requirements to receive the promotional prepaid gift cards. However, we have no record of either Mr*** or the referring customers having followed the required promotional registration process. As a result, the requested gift cards were not processed. During our October 4, 2017, conversation with Mr***, we explained the details noted above. We also informed Mr*** that, while we are unable to identify any error on the part of Sprint related to his dispute or to provide any details about the status of the gift card promotion as related to the referrer’s account, our records reflect that credits totaling $were applied to Mr***’s account on September 29, 2017, by representatives of our Customer Care department in lieu of processing his promotional gift cards. We are pleased that Mr*** confirmed his satisfaction with that resolution We appreciate Mr***’s taking time to provide details of his experiences with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused but are pleased that we were able to address Mr***’s reported concerns to his satisfaction. If we can be of further assistance with these issues, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** to our attention. We regret any inconvenience that she may have experienced in this matter. According to the information provided in the complaint, Ms*** stated she is disputing the suspension of her account’s two lines of serviceShe further indicated that the balance on her account wasn’t past due when the above-referenced suspension occurred. As a result, she requests that her service be restored. Based on the information received from Ms***, she also stated that she had an unfavorable customer experience while attempting to address her concern We attempted to discuss the above-referenced matter with Ms*** on May 8, 16, and 18, 2017. We also sent her a letter via the U.SMail asking her to contact us. Unfortunately, we have been unable to reach Ms*** via phone, email or the USMail. Our initial review of the account records indicates that Ms***’s lines of service were suspended on May 3, 2017, due to a past due balance for valid charges assessed. We also confirmed that subsequent to Ms***’s account payment on May 14, 2017, her service was restored. We appreciate Ms*** for taking the time to provide us with the details of her 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 Ms*** 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 through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive 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] I did receive an email from Russell B on 2/08/advising I would be contacted by a member of the management team to discuss the timeframe in me receiving the refundThis did not happen I have since received the credit to my bank, but no additional communication from sprintI am fine with the matter being closed and can only hope the customer service representative, who caused me to make this complaint, received some type of disciplinary action
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

June 28,
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 Alisha ***,
submitted on June 8, We appreciate your assistance in bringing our customers’ concern to our attention
According to the information received, Ms*** stated that she entered two payment arrangements with Sprint to remit a payment of $and $within one week from each postingHowever, Sprint processed a payment of $877.56, without her authorizationMs*** further stated that she immediately contacted Sprint to dispute the payment and requested a refundAdditionally, Ms*** requested an adjustment totaling $to offset her bank overdraft fee chargesTherefore, Ms*** requested that Sprint review this matter, process a refund totaling $to her debit card on file and respond accordingly
Sprint has reviewed Ms***’s complaint and our records reflect that on May 16, 2017, Sprint received two payment arrangement requests for $and $via our website, www.Sprint.com to be applied towards her past due account balance, effective on May 19th and 29th of 2017, respectivelyOur records also reflect that on May 18, 2017, we received and processed a payment request of $via our website, www.Sprint.com, which was applied towards her past due account balanceMs*** spoke with our Consumer Finance management team on multiple dates and after submitting the requested documentation, on June 1, 2017, Sprint processed a refund of $877.12, to the credit card on fileBased on a review of Ms***’s account concerns, we are unable to confirm any payment errors
Please note that we attempted to contact Ms*** via telephone and email on June 12th, 13th, 21st, 26th and 28th of Unfortunately, we have been unsuccessful at reaching herWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts us
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

August 11, 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*** is disputing the international long distance charges reflected on his July invoice. During our conversation with Mr***, we advised that although the charges are valid, as a one-time courtesy, we applied credits totaling $to offset the disputed international long distance charges, applicable taxes and surcharges. As a result, Mr***’s account reflects a balance due of $for services rendered. We regret any inconvenience this matter may have caused. If Mr*** has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala CExecutive 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: Although the information may be posted on the website, I dealt directly with a Sprint Representative that provided the information. If the representative had presented the information as listed on the website I would have traded in the equipment with there offer to pay up to a certain amount of my cancellation fee's which would have covered the bulk of the cost. This really brings to question the credibility of Sprint Corporate Stores and should be required to put all there offers in writing signed by the customer and store representative. Basically what they advised me is that they do not take responsibility for their employee actions
Regards,
*** ***

September 7,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the complaint of Ms*** *** submitted on August
8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her concerns with the lack of coverage in her home service area of Spokane, WAMs*** stated that she is experiencing dropped calls, and incoming calls are going directly to voicemailMs*** requested that Sprint review this matter and allow her to cancel service without further cost to her
Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s home service area is falling short of her expectationsWe 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 customersOur research into this matter determined that Ms***’s residence is in Sprint’s coverage area
Please be advised as stated in Sprint Terms and Conditions of Service which can be viewed at ***, coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps 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
Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings which may affect actual coverage in a particular area even when estimated to be within 'best' coverageWith respect, the nature of wireless signal prevents any ***ier from providing seamless coverageSprint has made no warranty or guarantee of the sameLastly, Sprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select
We spoke with Ms*** on September 6, 2016, discussed her concerns in detail and relayed the above information to herTo further investigate Ms***’s service coverage concerns in Spokane, WA we have engaged our network team to further investigate this matter to determine if the issues she is experiencing are related to network issues or device related issuesUpon completion of our investigation, we will follwith Ms*** accordingly to provide her with our findingsMs*** confirmed understanding with the information provided to her
We sincerely regret any inconvenience Ms*** may have experienced as a result of this matter and appreciate both her business and feedbackIf she has any further questions or concerns, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from 8:00am to 5:p.m., Eastern Time
Sincerely,
Cindy ***
Sprint Executive Analyst

January 31, 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 Ms*** ***. We appreciate your assistance in bringing his billing concerns to our attention. In her inquiry, Ms*** states that she is being billed monthly for a device that she has returned to Sprint. As a result, she is disputing the monthly equipment charges billed to her account and is requesting that Sprint credit the disputed charges. We spoke with Ms*** on January 31, 2017, and at that time, we confirmed receipt of her iPhone device and that credits have been applied to her account to offset the disputed monthly lease and cancellation equipment charges. Ms*** expressed her satisfaction with our handling of this matter We appreciate Ms*** for taking time to provide us with the details of her experience, as we are continually striving to improve the quality of service provided to our customers. Please be assured that Sprint has no higher priority than its customers. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Our hope is that Ms*** will allow us the opportunity to rebuild her faith in Sprint We appreciate Ms***’s business and if further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext####. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean J*** Executive Services Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** stated that he upgraded to an iPhone devices and wanted to take advantage of a promotional offer to receive an $per month credit with a 24-month Installment Agreement, reducing the monthly installment for the device to $He states that he purchased the devices but noticed a different priceHe states he contacted Sprint via Chat and was assured that he would receive the monthly credit and pay $per month for months after the $monthly service credit is applied. He states that he is not receiving the correct monthly credit for the device and is requesting correct credit be applied We attempted to reach Mr*** at the daytime phone number ending in *** and via e-mail at ***, as provided with the inquiry on June 23, 26, and 29, 2017. We also mailed a letter to the billing address on file on July 6, 2017, asking that Mr*** contact us to address his concerns. Unfortunately, our contact attempts have not been returned. We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with regarding this concernMr*** should have his PIN and security information available when he contacts us In an effort to address Mr***’s concerns, we have reviewed our records and find that the iPhone 32GB for $with Installment Billing promotion offered a monthly service credit of $for months reducing the monthly installment to $8.33. Because Mr*** accepted an 18-month Lease Agreement instead of purchasing the device with a 24-month Installment Agreement, he did not meet the promotion requirements and is ineligible for the promotion. Mr*** is however receiving a monthly service credit in conjunction with a promotional offer associated with the 18-month Lease Agreement We regret any frustration this matter may have caused. Mr*** can contact me directly by calling Sprint’s Executive & Regulatory Services department. I can be reached toll free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Michael GExecutive Services Analyst

November 18, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** is disputing her final bill totaling $due to being advised that she would not owe anything for terminating just a few days within the satisfaction guarantee period because of poor coverage We apologize to Ms*** for any confusion regarding the services billed during the satisfaction guarantee. We reached out to Ms*** on November 18th, 2016, to discuss her concerns in detail. We confirmed that services were enabled on August 6th, 2016, and then subsequently canceled on August 10th, 2016. Due to our current promotion for day satisfaction guarantee, where customers could try our service for up to days and not be liable for service charges, Ms***’s final balance should have been zeroed out. I made adjustments to the remaining balance of Ms***’s canceled account and she accepted this explanation and action as a resolution If we can be of further assistance, or if Ms*** has supplemental questions or concerns in the interim, she 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 6:p.m., Central Time Sincerely, Linard *** *** Associate Analyst Executive & Regulatory Services Tell us why here

June 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he has been paying for insurance for the devices on his account for months and recently was advised that he did not have insurance when he attempted to have the screen on the devices repaired. He is requesting for the devices to be repaired or replaced 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. 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. If a customer subscribes to TEP and the problem with their device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Replacement devices may be of a like or comparable model. If the problem with the device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, they may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. Our records reflect that Mr*** subscribes to Total Equipment Protection on the telephone numbers ending in *** and ***. The telephone numbers ending in *** and ***, are associated with Tablet devices and do not have Total Equipment Protection We spoke to Mr*** on June 14, 2017, and provided him with the above-referenced information. He clarified that the two devices that he was requesting to be repaired or replaced were the tablet devices which do not have Total Equipment Protection. He stated that he did not want to be out the expense of a repair or getting a replacement. In an effort to reach an amicable resolution, we offered to cancel the numbers ending in *** and ***, with a waiver of the $Early Termination Fees, with an additional concession credit in the amount of $50. He accepted our offer and stated that he considers the issue resolved to his satisfaction We appreciate Mr*** for taking the time to provide us with the details of his experience with our Retail Store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes. We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

September 28, 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*** ***, submitted on behalf of account holder Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address the activation of a tablet line of service on her son’s Sprint account, citing her belief that our retail employees have provided products and services to Mr*** that he does not want or need and that a restocking fee is assessed each time an item is returned. She requested that we credit his Sprint account $to return all of the additional charges her son has made in the past two years and that we stop assessing restocking fee for returned merchandise We appreciate Ms***’s taking time to provide details of her and her son’s experiences with our retail employees and regret that the level of service they received was not indicative of the world-class service we strive to provide. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize her input to improve our training and processes. We further regret any misunderstanding that may have occurred regarding the activation of the disputed tablet line of service, and her ability to cancel that line of service on behalf of her son. Sprint is committed to providing world-class customer service, and we stand behind our commitment with our Satisfaction Guarantee return/exchange policy on all our products. Our records reflect that Mr*** activated the tablet line of service on September 1, 2016, and that Ms*** attempted to cancel those services on his behalf on September 3, 2016. Although her attempt to cancel the tablet was within our promotional 30-day Satisfaction Guarantee timeframe, only the account holder is allowed to add or remove service from their Sprint account. Therefore, our retail employee declined Ms***’s request to cancel the disputed line of service, as we are also committed to protecting the privacy of our customer’s account. During our conversation with Ms*** on September 21, 2016, we explained the information outlined above. Ms*** advised that she had her Power of Attorney (POA) and Legal Guardianship paperwork with her on that day, which was not reviewed by the retail employee on that day. We reassured her that the appropriate feedback would be forwarded on the retail employee for not confirming the documents and initiating the process to have her added to Mr***’s account as the designated POA, and provided the fax number for her to forward the POA documents to the Sprint Legal department for further review. We also informed her that we are still within our promotional Satisfaction Guarantee timeframe; therefore, we requested that she return to the retail location with her son to return the tablet and cancel that line of service. We requested that she provide the details for the products we have presented to her son over the past two years in an effort to validate the $credit request. Ms*** was unable to provide details of the disputed products and Mr***’s Sprint account records do not reflect any unrequested products during the disputed timeframe. As such, we informed her that we are unable to identify a Sprint-related error that would warrant the $credit. We offered a $credit to bring that aspect of her concerns to resolution, and Ms*** accepted that credit on behalf of Mr***. The $credit was applied to Mr***’s Sprint account at that time. Ms*** agreed and we set a follow up discussion once the device was returned and cancelled We contacted Ms*** once more on September and 26, 2016, to confirm the return of the tablet to the point of sale, and to confirm receipt of the POA documents which were faxed to the Sprint Legal department on Ms***’s behalf on September 27, 2016. Once the POA has been updated by that department, the concerns Ms*** forwarded to your agency will be fully resolved. On behalf of Sprint, I apologize for any inconvenience Mr& Mrs*** may have experienced as a result of these concerns. If we can be of further assistance with these matters, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** ** *** **Executive Services Analyst