Sprint Corporation

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

[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 reject this answer that was given by sprint as I have told them repeatedlyI was not there therefore I am unable to answer their security question orany other information they need to get in my account because I didn't set itup.if this is not resolved to my satisfaction then I will have no otherchoice but to seek legal advice
Regards,
*** G***

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** ** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he upgraded to the Apple iPhone in November 2016, but that the salesman upgraded him for three additional lines of service with new equipment without his consent. He stated that he has been trying to correct the billing associated with the three lines of service, that has negatively impacted him financially. He requested a refund for over charges, overdraft fees and his out-of-pocket expense to return the devices to Sprint We regret any misunderstanding that may have occurred related to Mr***’s Sprint billing and any delay in providing the referenced credit. Our records reflect that Mr*** contacted our Telesales department on November 14, 2016, with inquiries about upgrading his device; two Apple iPhone 6s devices were ordered and shipped on November 15, and the Apple iPhone plus on December 6, 2016. Our records further indicate that Mr*** contacted our Customer Care department on January 5, 2017, to advise that he had received the two phones and that he did not want them. At that time we canceled both lines of service which systematically canceled the lease agreement for the devices. That action led to the acceleration of the remaining lease charges totaling $associated with the canceled lease, which we then assessed to Mr***’s account pending the return of that device to Sprint. Because the device was not identified as being returned by our systems, the unpaid charges remained on his account and were included in his bill charges that were automatically deducted on January 2, 2017. During our conversation with Mr*** on January 13, 2017, we explained the information above. Mr*** confirmed that he did not order the Apple iPhone 6s devices and that he had paid out of pocket to have them returned. After confirming this information and the return of the devices to Sprint on January 9, 2017, we applied credits totaling $to his account to offset the monthly service charges incurred related to the two lines of service, the $overdraft fee, and $for shipping cost. We also refunded the ACH auto payment for $on January 17, We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback he provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance related to this issue, he can contact me 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 J*** Executive Services Analyst

This has been resolved. Thanks for your help. I will not ever return to Sprint. A person should not ever have to wait months for a resolutionAgain thanks*** ***

September 27, 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 above-referenced rebuttal complaint to our response of *** ***. We regret the circumstances that led Ms*** to contact your office againAccording to the information provided, Ms*** expressed her dissatisfaction with our prior responseSpecifically, stating that she did not authorize Sprint to retain her credit card information and only authorized a one-time debit with her financial institution. Ms*** requested that Sprint review this matter and provide her with a copy of the agreement that includes this information As indicated in our prior response, during our previous discussion with Ms*** on September 12, 2017, we confirmed with her that in accordance with the Terms and Conditions of the Wireless Agreement and the Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to Sprint to which she agreed. Additionally, Ms*** was sent a letter on July 30, 2017, advising her that the outstanding account debt payment would be processed within days from the date of the letter. To review the terms and conditions regarding this matter, please visit www.sprint.com/termsandconditionsAs such, we maintain that the charge is valid and respectfully decline her request for a refund Based upon our subsequent review, we believe that Ms***’s concerns have been addressed to the best of our ability. While it is our goal to achieve mutual solutions to all of our customer’s concerns, we regret that we have been unable to do so in this case. Consequently, all further inquiries regarding this matter will be met with the same response We regret any inconvenience this matter may have caused Ms***. If additional assistance is required, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, *** *Executive Services Analyst

September 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, Henrietta ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MsHenrietta ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** disputed the additional charges reflected on her invoices. Ms*** stated that she originally requested that all lines of services be blocked from incurring additional charges, including purchases and international use. Additionally, Ms*** expressed her dissatisfaction that the payment for the disputed charges was drafted from her bank account before she had the opportunity to dispute them. Ms*** requested a refund of $for the disputing charges We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and the length of time taking to resolve this matter. Our records reflect that Ms***’s Sprint account was assessed $for international usage between June and August 2017. During our discussion with Ms*** on August 31, 2017, although we sustain that the charges are valid, we agreed to apply credits totaling $to offset a portion of the valid international charges. Additionally, we blocked international services to the five lines of service active on her account as of September 22, 2017. Further, we referred Ms*** to sprint.com/myaccount to manage additional purchase permissions and features available for each line of service. These credits will be reflected on Ms***’s September invoice. Ms*** confirmed that her issues have been addressed and resolved to her satisfaction We appreciate Ms***’s taking time to provide details of her experiences 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 these issues may have caused Ms***. If we can be of further assistance with these concerns, he is welcome to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Michael GExecutive Services Analyst MG/lk

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information received, Ms*** described unpleasant customer experiences during her attempts to address issues with her malfunctioning Sprint device. She also advised that we are not honoring the terms of the offer presented to her for her replacement equipment. We regret any difficulty Ms*** may have experienced with her referenced device, as well as with the repair or replacement options available to her. All new Sprint devices come with a one-year manufacturer’s warranty limited to manufacturer’s defect. 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. We identified that Ms*** subscribes to our TEP option for her referenced device The Equipment Service & Repair Program (ESRP) portion of TEP provides a free device diagnostic and repair at a Sprint service and repair center for the first two visits, and the reduced cost of $for each subsequent qualified device repair performed by a Sprint service and repair center within a rolling 12-month period. If repair is not possible, our technicians will assist customers in facilitating a warranty replacement whenever applicable or with filing a claim using the Equipment Replacement Program (ERP) insurance portion of TEP. Customers should contact Asurion, our TEP program administrator, to file a claim. A tiered deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep. Our records reflect that Ms*** visited a Sprint service and repair center on April 18, 2017, and received a free device repair consisting of a battery replacement for her referenced device but that, when she returned to the location on April 25, 2017, to report the same issue, our representatives advised that the device must be replaced. Because Ms*** expressed her dissatisfaction with the associated $deductible for that replacement, we provided information on other replacement options, such as a lease return with new device purchase, and installment billing purchase or lease agreements During our April 28, 2017, conversation with Ms***, we discussed the information outlined above. In addition, we noted that representatives of our Customer Care department had previously attempted to assist her by applying courtesy credits totaling $to her account to offset costs associated with replacing the device. To further assist with addressing her reported device issues, we scheduled a service and repair center visit for Ms*** so that our technicians could evaluate her device again and aid in facilitating a TEP claim for the replacement of her device, if warranted. During our May 2, 2017, follow up call with Ms***, she confirmed that her daughter took the referenced device to the scheduled visit but elected to cancel the line of service instead of pursuing the noted replacement steps. Although we were unable to identify any error on the part of Sprint related to the repair or replacement options previously discussed, we applied additional credits totaling $to her account to offset the remaining lease balance due for the device. However, Ms*** advised that she remains dissatisfied with Sprint and does not want to discuss the matter further with 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 directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

July 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he returned two of his leased devices back to Sprint, in accordance with his Lease Agreements and cancelled his account. He stated that he was aware that he would be assessed a cancellation fee for a third line on his account, however, due to the length of time it took to process his returned devices, his bank account was overdrawn due to the recent payment of $635.92, which included two Lease Cancellation Fees and an Early Termination FeeHe is seeking a refund of the payment in full due to being inconvenienced As stated in our Terms and Conditions of Services, once you have authorized payment for services or equipment via credit card or by debiting your bank account, no additional notice is provided by us before invoicing the credit card or drawing funds from your bank We spoke with Mr*** on July 7, 2017, and addressed his payment dispute. At that time, we informed him that our records reflect that he returned his equipment at our retail store on May 15, 2017. Mr***’s autopay extracted the current balance of $on June 24, 2017, which was prior to our returns warehouse checking in his equipment and crediting $to his account. We explained the timeline of the events to Mr*** and apologized for the inconvenience. In an effort to amicably resolve this matter, we agreed to provide a full refund for the payment of $and waive the Early Termination Fee of $116.32. With this action, Mr*** confirmed that his inquiry has been fully addressed and resolved. We regret any inconvenience this matter may have caused. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

October 4, 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** *** stated that she has been trying to cancel a line that she ordered on September 8, 2017, received from UPS on September 12, 2017, and trying to cancel since September 13, She desires the line to be cancelled, a return label sent to her, and charges credited since she did not activate the line We spoke with Ms*** on September 23, 2017, reviewed her concerns, and sent a return kit to her. Since that time, Ms*** has returned the device to Sprint. Therefore, all charges associated with the account including service, activation fee, and shipping fee have been adjusted. During our follconversation to advise of the information provided above, Ms*** confirmed these actions resolved her concerns. We regret any frustration this matter may have caused. If Ms*** requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday, and Wednesday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

August 14, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** requested that we provide additional information about a promotional offer previously discussed, the status of a device she turned in, and the amount of a credit owed to her We regret any remaining misunderstanding that may have occurred related the noted promotional offer. As outlined in our response to Ms***’s previous filing, although she may have qualified for a Sprint Discount Program (SDP) employer-based service discount, she subscribed to a promotional rate plan on December 12, 2016, that was designed with significant buiprice reductions that make it ineligible for further discounts. As such, no additional monthly discount can be offered to her toward her rate plan billing In addition, based on the information provided by Ms*** and in our records, we are regrettably unable to identify what specific device return she referenced in her inquiry. As such, it will be necessary for us to speak with her directly in order to validate her account security information and obtain additional details that will aid in our review and our ability to address that matter and respond to any related account credits that may be due Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 7, and 11, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms***’s at her address of record on August 11, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance with this matter. However, we have not yet received any response from her. Although we were unable to speak with Ms*** directly about her rebuttal, we believe that her reported concern can be completely addressed. As such, if we can be of further assistance with these matters, we invite her to 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

[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: we were told our original phones were paid off and now they are still charging us for themMy concern is if we still owe them then how did sprint allow one of those phones to be connected with a different user and a new line and where is our credit since according to sprint we were sending in 60$ a month for a few months for no reason they never issued a credit to usAnother thing they have not shown us is the contract with our actual signature That proves we signed up for somethingAlso why is Sprint attempting to charge my card that we do not have on recurring or on file for almost $We never gave permission and they are attempting to charge us for something we have not settledLike I told Sprint I am either willing to return their equipment and end all ties or restart a new contract and have them charge us 125$ what we were told in the first place going forwardI am tired of lies and promises from different employees and the next time our account is charged without permission I will take actionAttached you will find proof that the account was attempted to be charged almost 4000$ without any permission that is against the law especially if we have not resolved any issues and we did not grant permissionI am willing to work with sprint but I will not pay the amount they are asking either they allow us to restart our contract from zero or they allow us to return all equipment and pay just what we owe until September That is all I can offer.
Regards,
*** ***

May 30,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
[email protected]
Re: Revdex.com File #***, *** ***
Sprint Account: xxxxx***
Sprint Case # ***
To Whom It May
Concern,
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on May 24, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information received, Ms*** expressed her dissatisfaction with her inability to replace her deviceMs*** requested that Sprint review this matter and take the appropriate action
Sprint has reviewed Ms***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP 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
According to our records, Ms***’s subscribes to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms***’s device is covered under the Equipment Service and Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period
If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
We spoke with Ms*** on May 25, 2017, and relayed the aforementioned informationRegrettably, Ms*** declined our offer to assist her with replacing her device at a local Sprint Authorized Service and Repair Center locationTo provide closure for this matter, we offered and Ms*** accepted a $credit to be applied to her account to offset a portion of the deductible if she elects to file a claim with our program administrator, Asurion to replace the device associated with phone line ending in ***During the conversation, Ms*** stated that her issue was resolved to her satisfaction
We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with the Sprint retail store and our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for review
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Hakima W
Hakima W
Executive & Regulatory Services

Tell us why here...August 9,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, 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 complaint of Mr*** *** submitted on July 26, We appreciate your assistance in bringing our customer’s concerns to our attention
In his inquiry, Mr*** stated that he canceled his account after he completed his two year contractsMr*** stated his account was not canceled correctly, and his account remained active for two monthsIn addition, Mr*** stated Sprint did not contact him regarding the balance reflected on the accountAs a result, Mr*** requested that Sprint remove all negative reporting from his credit report
According to our records, between February and April 23, 2014, Mr*** established services with phone lines ending in *** and *** via the Sprint Monthly Installment programOn September 6, 2015, Mr*** contacted our Customer Care team regarding upgrading the above phone linesAt the time, Mr*** was informed about the remaining balance associated with the monthly installment programMr*** contacted our Customer Care team on September 11, 2015, regarding the inability to upgrade the devices associated with phone lines ending in *** and *** without completing the monthly installment programTherefore, our Customer Care team agreed to allow Mr*** the option of returning the devices associated with phone lines ending in *** and ***, adjusting the accelerated charges and allowing Mr*** to purchase two devices via the monthly installment program or Lease agreementMr*** accepted the offer and our Customer Care team mailed two return kits to his billing address
On September 26, 2015, our Customer Care team canceled phone lines ending in *** and ***Therefore, Mr*** incurred accelerated charges totaling $In addition our Customer Care team adjusted the accelerated chargesOn October 2, 2015, Mr*** contacted our Customer Care team and requested to resume phone lines ending in *** and *** and the monthly Installment programPlease note, Mr*** utilized the services during the October and November billing statementOn December 2, 2015, Sprint suspended Mr*** due to non-paymentThereafter, on March 2, 2016, Sprint canceled Mr***’s account due to non-payment
We confirmed that Mr*** did not return the devices associated with phone line ending in *** and *** to our warehouseIn an effort to satisfactorily resolve this matter, on April 12, 2017, our Customer Care team applied a credit of $to Mr***’s account to offset a portion of outstanding balanceMr***’s account is closed with a remaining balance of $Based on our findings, the charges reflected on the account are valid
We spoke with Mr*** on August 9, 2017, to discuss this matter and relayed the above information and resolution to him
We regret any inconvenience this may have caused Mr***If Mr*** would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

May 23, Kansas City Revdex.com Ward Parkway 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 complaint of *** *** submitted on April 28, 2017. We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction with the cost of her monthly recurring charges upon establishing service with Sprint. Ms*** further expressed her dissatisfaction with the inability to participate in Sprint’s iPhone Buy-One-Get-One (BOGO) promotional offer and the Sprint’s Samsung Galaxy SBuy-One-Get-One promotional offer. In addition, Ms*** stated that Sprint was unable to pophone line ending in *** from her previous wireless service provider. Furthermore, she stated that she had an unfavorable customer service experience while attempting to resolve these mattersMs*** requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on May 4, 2017, to further discuss her concerns. During that conversation, we advised Ms*** that we would investigate her concerns and follwith her accordingly According to our records, Ms*** established service with Sprint on December 18, At that time, she activated phone lines ending in ***, *** and ***, with the purchase of two Samsung Galaxy Sdevices and one iPhone SE device via Sprint’s Monthly Installment programSprint 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/easypayIn addition, our records indicate on December 18, 2016, she activated phone line ending in *** and purchased an iPhone Plus device via Sprint’s Leasing program. Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/leaseWith regard to Ms***’s porting concerns associated with phone line ending in ***, our records indicate that there was no request to pothe aforementioned phone line to Sprint in December 2016. Further research on the account indicates that she requested to have the aforementioned phone line ported into Sprint on April 2, 2017. However, the port was unsuccessful due to aforementioned phone line no longer being active with the previous wireless service provider. As a result, no errors were identified on Sprint’s partTo further investigate Ms***’s account concerns, we engaged our Retail Stores Management team for further assistance. As a result of the investigation, we have confirmed that a member of our Retail Stores Management team attempted to contact Ms*** to further discuss and resolve her account concerns, without success. However, we confirmed that a sales credit of $was applied to her account on March 25, 2017, by the local Sprint Retail Store to offset the promotional credits that did not appear on the January, February and March billing statements. Please note this credit is reflected on the April billing statement In addition, we confirmed that she is currently receiving the aforementioned BOGO promotional offers for one Samsung Galaxy Sdevice and for the iPhone SE device as reflected on her monthly billing statements. Based on Ms***’s selections outlined above, her monthly rate totals $per month, which includes monthly recurring charges, Total Equipment Protection (TEP) plan per line, monthly lease and installment billing charges, promotional discounts, excluding taxes, fees and Surcharges. As such, we are unable to identify any billing errorsAccording to the information outlined above, we believe that no further adjustments are warrantedSince our initial conversation, we have attempted to follwith Ms*** on May 22, 2017, to relay the above information, without successShould Ms*** have any questions and/or concerns pertaining to these matters discussed herein; we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience. We appreciate Ms*** for taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ *** *** *** *** Executive & Regulatory 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 as it relates to my case After to speaking to someone in customer service, they were able to generate a paper bill, and I received it days before it was due (5/29).However, I feel Sprint needs to change their system for when customers that signup for paperless statements, they need to automatically switch it back to paper to allow the customer to receive the billing statements in a timely fashion Since I am no longer a customer, I cannot login and make these changes myself I provided this feedback to Terrance and am hoping the requested system changes will be fulfilled to prevent this happening to any other customers.Thank you for your help with resolving my case Have a wonderful day,*** ***

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Keisha *** Sprint Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MsKeisha ***. We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms*** advised that she contacted our Customer Care department and requested to cancel one phone line, and change her plan to an unlimited one. Ms*** further advised that her call was disconnected and she did not receive a call back. And last, she advised that she spoke with another representative and they confirmed the aforementioned changes. Therefore, she is disputing the charges on the following invoice for the phone number ending in *** During our conversation with Ms*** on October 3, 2017, at her request, we canceled phone *** and applied credits totaling $to offset the charges for this phone reflected on the September 20, 2017, invoice. We also confirmed that her plan will change to an unlimited one at the start of her next bill cycle on October 21, 2017. Additionally, we sa follow up to review her next invoice dated October 20, 2017. Ms*** advised that she had an unfavorable experience when trying to make changes to her account. We appreciate her for taking time to provide details of her experience with our Customer Service department. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

May 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 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 retail care representatives while trying to resolve her issue with a broken device. Ms*** advised that her son started having issues with his iPhone deviceShe went to one of our retail stores to get a replacement, and was informed she will have to file a claim with Asurion, our insurance provider, and pay a $deductibleMs*** said she had no choice but to buy another device, as she refuses to pay the $deductibleAs a result, Ms*** is requesting we refund the cost of the new phone Our record reflects that Ms*** started service with us on February 21, with three lines of service, and purchased a reconditioned IPhone for line ###-###-#### on 24-month installment billingThe device was deemed to have physical damage by our technical representative which required filling a claim with the insurance providerDuring our May 4, 2017, conversation with Ms***, she reiterated her dissatisfaction with her experience. She stated she had no choice but to buy another device, as the iPhone costs less than the $deductible. To demonstrate our commitment to excellence, we offered to cancel the installment billing and adjust the $accelerated charges, and she accepted the offerWe also sent an email with the offer to her as she requestedMs*** thanked us for our help, and that her issue has been resolved We appreciate Ms*** for taking time to provide details of her experience with our retail 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 are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, MsFortune 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

June 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the level of service received while attempting to resolve a billing/refund matter, citing that he returned the Sprint devices to his local retail location after canceling his services because his wife was unable to get service at her work location. He requested that we adjust the account balance, refund payments totaling $and compensation for his time. We appreciate Mr***’s taking time to provide details of his experience with our Customer Service and Retail 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 possible misunderstanding that may have occurred regarding Mr***’s Sprint billing. Our records reflect that Mr*** activated his Sprint account on May 1, and canceled by porting his mobile numbers from Sprint to another service provider on May 12, During our June 2, conversation with Mr***, he advised our office that he has received a total of eight devices; he returned the original four devices to the Sprint store on May 4, 2016, and the replacement four devices on May 13, 2016, within our Day Return period. Unfortunately, the return was not processed correctly and resulted in the disputed balance for $2,811.60. After confirming with the Sprint store that the phones were returned to their possession, we applied credits to the account to offset the disputed balance for $2,and we requested a refund for the down-payments totaling $493.38. We notified Mr*** on June 10, 2016, that the canceled account now reflects a zero balance and that the refund in the amount of $was approvedThe money should be reflected on the credit card used, within 3-business daysSprint appreciates the opportunity to address Mr***’s account concerns however, as per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention. Therefore, Sprint does not believe that a credit is warranted for this matterWe regret any inconvenience these matters may have caused Mr*** and the loss of his business. If we can be of further assistance related to these concerns, Mr*** can contact me 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

November 15, Revdex.com *** Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** E*** 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 concern to our attention. According to the information provided, Mr*** expressed his dissatisfied with the level of customer service he received while attempting to address his payment and account status concerns. We spoke with Mr*** and his wife, Ms*** *** regarding his concerns. We apologized for any possible miscommunication that may have occurred and that the level of customer service received did not meet his satisfaction. Upon review of his account, we confirmed that no refund is due because the payment in question was initially posted to his account, then removed when Sprint was notified that it did not clear his bank. As a one-time courtesy, credits totaling $were applied to his account to offset a portion of his service charges. We also confirmed that his payment of $remitted November 14, 2016, satisfied his past due charges. As a result Mr***’s account is in good standing with a balance of $due by November 26, 2016. Mr*** stated that he is satisfied with this resolution. We regret any inconvenience that this matter may have caused. If I may be of further assistance with these matters, Mror Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst