Sprint Corporation

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr*** is dissatisfied that he did not receive currently offered promotions at the time of his account set up. He states that he should have received additional funds for Early Termination Fee buyout promotional gift cards for his Early Termination Fees (ETF’s) from his previous carrier but received a lower amount due to the program requirements In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at *** have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Mr*** on August 10, 2016, we informed him that our records reflect that the Early Termination Fee buyout promotional gift cards were processed per the program requirements at a lower amount than the previous carrier ETF’s as he was provided funds towards the purchase of new devices used on the Sprint network. However, due to any possible misinformation, we offered to provide Mr*** with a one-time account credit in the amount of $for the disputed portion of the promotion. Mr*** accepted this offer and confirmed that this resolved his inquiry We regret any misunderstanding that may have occurred. If I can be of further assistance with this matter, Mr*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, *** CExecutive Services Analyst

March 20,
Kansas City Revdex.com
Ward Pkwy, 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 *** *** submitted on March 13, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to resolve his billing concernsSpecifically, Mr*** is disputing the $Subsidized Phone charge assessed to phone number ending in ***Therefore, Mr*** requested that Sprint review this matter, modify his account based on the terms and conditions of the Unlimited Freedom plan and apply an adjustment on his account to offset the monthly $Subsidized Phone charge
Sprint has reviewed Mr***’s complaintOur records reflect that on June 8, 2015, Mr*** upgraded and purchased an iPhone 5s device at discounted pricing in exchange for two year Service Agreement associated with phone number ending in ***For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees
Our records further reflect that on September 14, 2016, Mr***’s six lines of service were enrolled in our Unlimited Freedom price planWe regret any possible misunderstanding that may have occurred related to the terms of our Unlimited Freedom planWith regard to the terms of the Unlimited Freedom plan, our customer’s estimated monthly charges are $for the first two lines and lines third through tenth are $30, per lineAdditionally, customers with a two year Service Agreement, in exchange for discounted pricing will be assessed a $Subsidized Phone charge, per applicable line of serviceIf twenty-four months has elapsed, then there is no additional $Subsidized Phone chargeSince phone number ending in *** was enrolled in our two year Service Agreement and was less than twenty-four months active on our network; his monthly invoices reflected a $Subsidized Phone chargeTherefore, his September through June billing statements would reflect the aforementioned charge
We spoke with Mr*** on March and of 2017, and relayed the aforementioned information to himAlthough no billing errors were confirmed, in an effort to further resolve his billing concerns, we applied an adjustment totaling $to his account to offset a portion of his February and pending March through June billing statementsMr*** has expressed his satisfaction regarding the resolution of his account concerns
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** 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 and Regulatory Services Analyst

November 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, Mladen M*** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrMladen M***. We regret that MrM*** has again contacted your office, and that he expressed dissatisfaction with our prior response to his Retail purchase concern In his original filing, MrM*** expressed his dissatisfaction with our assessing charges to his account for over a year and a half for a device that was presented to him at the time it was acquired as free due to an equipment promotion. He also described unfavorable customer experiences during his attempts to address that matter and advised that he has subsequently terminated his services with us as a result of those actionsIn his current filing, MrM*** expressed his dissatisfaction with our November 2, 2017, response in this matter, recounting his conversation with a retail store representative and our discussion about account courtesy credits. MrM*** requested Sprint gift cards As is reflected in our November 2, 2017, response, we regret any possible misunderstanding that may have occurred with regard to our referenced Samsung Galaxy SBuy-One-Get-One (BOGO) promotion; however, we were unable to identify a Sprint error in this matter. Our records reflect that MrM*** purchased and activated a new Samsung Galaxy Sdevice to one of his Sprint lines of service on March 21, 2016, and that he purchased and activated his second noted Samsung Galaxy Sdevice to another of his lines of service on March 24, 2016. Although his chosen device models matched the requirements of the promotional offer, that offer also requires that both devices be purchased on the same date in a single transaction. As such, MrM*** did not qualify for BOGO promotional credits. During our October 27, 2017, conversation with MrM***, we discussed the information outlined above and confirmed the dates of his device purchase transactions. In addition, based on the written communication provided to him during and after those sales transactions, we respectfully advised that no credit or refund is warranted in this matter. We then confirmed that his Sprint account is in closed status with a zero balance, preventing the courtesy credit resolution that MrM*** requested. Sprint Gift cards are also not available Although MrM*** may disagree with our position, we are confident that his concerns have been fully reviewed and addressed. It is our goal to find amicable resolutions and build positive business relationships while addressing our customers’ concerns, and it is unfortunate that we were unable to do so in this situation We regret that MrM*** remains dissatisfied with our response. In an effort to reevaluate our position, I have discussed this matter with our Executive & Regulatory Services team. After thoroughly reviewing the account records, we have confirmed that our past response was correct. As a result, our position remains unchanged and all further inquiries regarding this matter will be met with the same response We appreciate MrM***’s taking time to provide details of his experience with our sales representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review. We regret any inconvenience this matter may have caused MrM***. If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

June 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File # ***, *** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received in Mr***’s follfiling, he stated that he does not agree with our prior resolution regarding his dissatisfaction with the inability to remove the $Account Spending Limit (ASL) Fee associated with his accountMr*** stated that he was informed upon completion of one year of service, the referenced fee would be removed from his accountMr*** requested that Sprint review this matter, adjust his account accordingly and remove the ASL Fee or allow him the ability to cancel his services without further cost to him. Mr*** further expressed his dissatisfaction with the timeframe provided for him to cancel his account with the waiver of the Early Termination Fee. Mr*** stated he was not previously provided with the day timeframe Sprint has reviewed Mr***’s account. As stated in our initial response, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. Based on the results of Mr***’s credit evaluation at the time of activation, he was approved for a Spending Limit Account. Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Mr***. Our system will electronically monitor and may interrupt his/her service when the account balance is not paid timely. A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached. If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment. Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record. If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account We spoke with Mr*** between April 7, and May of 2017, and advised him that the ASL fee is valid. In addition, although we maintain that the fee is valid, we offered to apply a one time courtesy credit of $to Mr***’s account to offset the cost of the ASL fee for three monthsHowever, Mr*** declined our proposed offer. In order to provide closure for this matter, we have agreed to waive the Early Termination Fee of Mr***’s existing Service Agreement upon the cancellation of his Sprint accountHowever, on June 4, 2017, Mr*** enrolled into Sprint’s electronic billing (e-Bill) and our recurring Automatic Payment program, resulting in waiver of the monthly $Spending Limit Charge. Thereafter, upon receipt of Mr***’s follfiling, we spoke with him on June 12, 2017. Mr*** stated that this matter is now resolved We regret any inconvenience Mr*** may have experiencedIf Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

Dear Revdex.com,The complaint ID: filed against Sprint has been resolvedA VP of Sales at Sprint has responded to me and discussed the issue with meCredits were issued to my bill and Sprint has promised to ensure that future charges related to this dispute will not appear on my monthly
bill going forward. Thank you for your assistance and for providing a valuable resource for consumers!Kindest Regards,*** ***

Hi, Sprint did resolve the disputeThe balance is now $(zero) as it should and the account is closed. I am very pleased and I want to thank you and Revdex.com for you efficiency and excellent follow up. All the best,*** *** ***, LCSW
Regards,
*** *** ***

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s inquiry, he advises that he never had wireless service at his home unless he utilized Wi-Fi, and that he recently changed work locations, and now has no service at this new address. He also advises that one of our representatives confirmed this information, and offered to waive the Early Termination Fee (ETF). Therefore, Mr*** is requesting a refund for the ETF that was billed to his credit card on file We regret that Mr***’s experience with service in his local calling area fell short of his 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 customers. After a review of the coverage in and around his billing address, we determined that he is located in a “fair” coverage area. Being located in a fair coverage area means that it is very likely to experience coverage gaps in these areas, as well as problems with signal strength inside of buildings. We also confirmed that his work location is outside of the Sprint service area. Mr*** ported his number prior to fulfilling his two-year service agreement. As a result, he was subsequently billed a $ETF on his account. Consequently, his credit card on file for automatic payment was billed on July 20, 2016. In an effort to amicably resolve this matter, we processed a $refund on August 8, 2016. It can take up to one week for these funds to be released to his credit card We appreciate Mr*** for taking time to provide details of his experience with 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 Mr*** needs further assistance regarding this matter, he can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

December 16,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** *** on behalf of *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of *** *** submitted on November 23, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with level of customer service she received while attempting to resolve an account concern regarding the above referenced accountMs*** stated that she has attempted to return equipment associated with an active Lease agreement and never received a return kit from Sprint, after her equipment was upgraded for phone numbers ending in *** and ***Ms*** requested that Sprint review this matter, and provide her with the removal of her initial Lease Agreements for phone numbers ending in *** and ***
Sprint has reviewed Ms***’s complaintOur records reflect that Mr*** *** established service on January 9, 2005, with phone numbers ending in ***, ***, and ***Additionally, Mr***’s phone number ending in *** was established for service on October 10, After further review of our records, Mr*** first obtained a device for phone number ending in *** on November 20, and a device for phone number ending in *** on January 3, via Sprint Lease Agreements
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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
The equipment associated with phone numbers ending in *** and *** were upgraded on November 12, by establishing new Sprint Lease AgreementsAt that time, Sprint associates implemented a request for return kits necessary for participation in Sprint’s Giveback promotionPlease note that, when a customer completes the Lease Agreement’s original term, the customer has a choice to upgrade that device and return it via Sprint’s Giveback promotion or pay the End of Lease Purchase Amount Option to keep the device without incurring further chargesHowever, a device under an open Lease Agreement and not purchased by paying the End of Lease Purchase Amount Option, will continue to be assessed the monthly lease charges on their recurring billing statements
We spoke with Ms*** on December 2, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring that conversation, we confirmed that Sprint assisted Ms*** and agreed to send her return kits for the equipment associated with phone numbers ending in *** and *** and their respective initial Lease Agreements on November 30, We received notice from Ms*** on December 8, 2016, that she had received the return kitsWe followwith Ms*** on December 12, 2016, to advise that we confirmed that her return kit was delivered to our Returns WarehouseWe advised Ms*** to allow business days for processing equipment returns and verifying the devices were returned and in good working condition before any necessary adjustments will be madeMs*** confirmed she understood and appreciated our assistance in this matterWe regret any inconvenience this matter may have caused Ms***
If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** H
Executive Services Analyst

I received a bill from *** *** *** *** (A collection Agency) in the amount of / They are trying to collect for Sprintq

#*** Revdex.com:
I wanted to find out how to close a complaint that I filed w/ SprintI'm currently satisfied with the outcome of my complaint w/ Sprint.Thank you,*** ***

February 16, Kansas City 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. Ms***’s filing expresses her dissatisfaction with the data coverage in her local calling area. According to Ms***, she experiences intermittent service on her phone number ###-###-####. Ms*** requests that we investigate this matter and reply accordingly As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We could not dispatch our network engineers to Ms*** coverage service area, to research her concerns because her account is cancelled. Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. Ms*** does not receive data service regularly, at her home location. This is a known issue according to our Sprint network technicians. Sprint reviewed Ms***’s complaint and investigated her concerns. However, we were able to review her prior data usageAfter a review, Sprint agreed to waive all remaining monthly service charges, thus leaving $for Ms***’s final monthly lease charge for her IPhone device. Ms*** account will reflects a zero balance, once the $payment is madeMs*** was satisfied with the resolution If we can be of further assistance, Ms*** can contact our office toll free at ###-###-####I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /m/ MrMonk MrMonk Executive & Regulatory Services

January 30, 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 Mr***’s supplemental inquiry to our attention, in which he states that he continues to receive conflicting information regarding the Installment Billing Agreement (IBA) created on a device that was to be free. We communicated with Mr*** via email regarding his supplemental inquiry and he confirmed that his concerns have been resolved. Subsequent to his initial filing, Mr*** requested to speak with a member of management and I had the pleasure of speaking with him on January 19, 2017. At that time, I assured him that he will continue to receive a monthly credit for the IBA until the month term is fulfilled. Further, he was provided with assurance that I will review his next several bills to confirm receipt of the IBA credit and should a problem arise, I will personally work to get it resolved. We assure Mr*** 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 he will allow us the opportunity to rebuild his faith in Sprint. To that end, I will be Mr***’s point of contact going forward. We regret any frustration Mr*** may have experienced during his attempts to reach a resolution to his device and billing concerns. If he needs further assistance with this matter prior to my next scheduled follow up with him on February 17, 2017, I can be reached directly at ###-###-#### and am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Sandra M*** Executive Services Supervisor

July 11,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the inquiry of Ms*** *** regarding Sprint
account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** described unfavorable customer experiences from our representatives during her attempts to address an equipment concern, stating that she was provided with conflicting information regarding our warranty and equipment replacement guidelinesShe requested that we replace the iPhone device for the line of service ending in *** as well as apply credit to her account due to the ongoing issues she experienced with the iPhone device for her line of service ending in ***
We regret any inconvenience that may have caused Ms*** to contact your agencyAll 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
Ms*** subscribes to Sprint Total Equipment Protection (TEP) on each of her lines of serviceTherefore, if the problem with Ms***’ devices is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her devices 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 devices require repair or replacement within a rolling 12-month period
If the problem with Ms***’ devices 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
During our July 10, 2017, conversation with Ms***, we provided the referenced information, and she accepted our response but reiterated that this was not properly explained to her during her store visitsTo resolve the issue with the referenced device for the line of service ending in ***, a credit of $was applied to her account by one of our Customer Care representatives on July 6, Because the device for the line ending in *** was determined to be damaged, we offered to apply a credit to Ms***’ account, as a courtesy, that is equivalent to the amount of the deductible, which she acceptedMs*** agreed to contact our office directly after the claim has been filed
If we can be of further assistance regarding these matters during the interim, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

June 9, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that on May 17, 2016, she paid off the balance owed on her HTC device and upgraded to a new device and she damaged the new device on the 12th day. She requested to exchange the device for a different model device and was advised since the device is damaged it could not be exchanged for a different device. Additionally, she stated that in the past as long as the damaged wasn't over an inch it could be exchanged; however, she was advised that option expired three days before she returned to the store. As a result, she is requesting to be allowed to exchange her device for a new different model device at no cost During our conversation with Ms*** on June 6, 2016, we explained that Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. You can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its original unopened package, no restocking fee is charged. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. Sprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process and has not changed. Additionally, all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. If Ms*** is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Ms*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warrantyIf the problem with Ms***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $75. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. Our records reflect that Ms*** upgraded to a new device on the Sprint Lease option on May 17, 2016, and did not select the TEP optionSince the device is physically damaged, we advised Ms*** that the device can not be exchanged. However, since we value Ms***’s business and as a gesture of good will we offered to order a replacement same model device under our Advanced Exchange option and bill her $for the device. This offer is valid for a period of days from the date of this response We regret any inconvenience this matter may have caused. If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 30, Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com File ***-Rebuttal, Sheila F* Sprint Account xxxxxSprint Case 2262808To Whom It May Concern:Sprint is in receipt of the above-referenced rebuttal of MsSheila F*We appreciate your assistance in bringing our customers’ concern to our attention and regret the circumstances of MsF*’s contacting your agency once againIn her rebuttal, MsF* disputing our not processing her service cancellation at the end of her two-year term agreementWe regret any possible misunderstanding that may have occurred related to the cancellation date of MsF*’s Sprint servicesHowever, as we explained during our conversation with MsF* on June 30, 2017, Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of a customer’s billing cycle, we set those services to end on the final day of the then-current billing cycleWe do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in service plansAs a result, when MsF* contacted our Customer Care department on May 23, 2017, to request the cancellation of her services, her account was set to expire on the last day of her billing cycle, June 17, Although she elected not to utilize the service following her request, the services were available to her, and the full monthly service charge is validWe also explained to MsF* that, while we did not terminate her services on the date of her call and request, no charges were assessed to her Sprint account after that dateShe indicated her understanding of the information provided and her satisfaction with our response.We regret any inconvenience this matter may have causedIf we can be of further assistance with this concern, MsF* can contact me by calling our Executive & Regulatory Services department toll-free at ***, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Central TimeSincerely,Leland (Bud) J.Executive Services Associate Analyst

July 20, 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*** related that we have
declined payments from her, leading to an excessively-high account balance. In addition, she requested that we restore one of her lines of service, waive the early termination charges associated with the cancellation of two of her lines of service, and establish arrangements to pay her outstanding account balance. We regret any misunderstanding that may have occurred related to Ms***’s payment and account balance concerns. Our records reflect that we received no payment toward Ms***’s March 4, 2016, invoiced balance and that her subsequent invoices reflected payments for only a portion of her accrued past-due balances. Our records further reflect that, during an interaction with our Finance department, Ms*** requested that we restore her suspended services upon her remitting a partial payment but that, because the offered amount did not meet the criteria to restore her services, the payment was not processed. In addition, we confirmed that, based on her chosen account options, the invoiced charges and current account balance associated with Ms***’s account are correct and valid During our July 13, 2016, conversation with Ms***, we reviewed the previous information with her. Ms*** expressed satisfaction with our explanation of her billing and advised that the end-users for three of her lines of service had ceased to pay for service without warning. As a result, she requested assistance in disposing of the three lines, while retaining her line of serviceAll three lines are associated with active device financing agreements with satisfaction dates in the future. Ms*** canceled one of the lines prior to our involvement in this matter, resulting in our assessing charges for the balance of the device purchase, pursuant to the terms of her device agreement. Ms*** advised that she was unable to afford the cost of continued service on the two remaining lines, or the remaining device balances for those lines should she cancel early. Further, Ms*** indicated that she previously contacted Sprint to discuss a payment arrangement and that, during that conversation, she attempted to remit a $payment to her account that we declined. We explained that, while we regret any misunderstanding that may have occurred during that interaction, our records reflect that she contacted us to discuss managing her account balance and the possibility of restoring service, including a payment arrangement but that we have no record of any account restriction limiting Ms*** ability to remit payments. However, we confirmed that a $down toward her outstanding account balance and her suggested payment arrangement to restore service would have been declined We value Ms*** as our customer. To assist her in managing her account, we introduced her to our Seasonal Standby Plan (SSP), which enables customers to have services suspended for up to six months and pay $per month per line plus applicable taxes, surcharges, device agreement installments, and additional purchases. Account charges and charges for unaffected lines of service remain the same. Ms*** elected to add the SSP to two of her active lines of service and to remove Total Equipment Protection (TEP) equipment insurance option from each of those lines, effective July 15, 2016, to significantly reduce her monthly costs. We realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can assist with payment arrangements if available. However, not all payment arrangement requests can be honored. To fully resolve Ms***’s reported concerns, we arranged for our Finance management team to review her payment arrangement request with the possibility of service restoration. The review was completed and approved, and Ms*** accepted the terms of a new payment arrangement. In addition, her service was restored. Ms*** expressed her satisfaction with our resolution We regret any inconvenience these matters may have caused Ms***. If we can be of any further assistance with these issues, Ms*** can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, *** *Executive Services Analyst

[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 11592038, and find that this resolution is satisfactory to me
Regards,
*** ***

17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It May
Concern, Sprint is in receipt of the above-referenced inquiry of* ***, submitted on March 2, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with the outstanding balance reflected on her account due to the delay in the cancellation of her Sprint servicesMs*** requested that Sprint review this matter, adjust her account accordingly, and assure that her account is closed without being reported to the credit bureaus. Sprint has reviewed Ms***’s complaintOur records indicate that Ms*** remitted a payment of $on November 23, Our records further indicate on January 20, 2017, Ms***’s account was suspended for nonpayment for the outstanding balance dueAlso, on January 28, 2017, we sent a letter to Ms***’s address on file alerting her that her account maybe referred to an outside collections agency if she does not satisfy her outstanding account balance. Due to Ms*** not satisfying the outstanding account balance, on March 1, 2017, Ms***’s account was referred to an outside collections agencyAfter review of her December 9, through February 9, billing statements, we confirmed that she was assessed monthly recurring charges, late fees, taxes and Surcharges totaling $Based on our account review, we are unable to identify any billing errors and consider the outstanding account balance to be valid We regret any delay or miscommunication that Ms*** may have experienced while attempting to cancel her Sprint account. We spoke with Ms*** on March 14, 2017, to discuss her concerns and relayed the above information to herTo provide closure for this matter, we offered and Ms*** accepted a one time adjustment of $275.69, leaving her account closed with a zero balanceIn addition, we advised that we will cease collections activityWe have confirmed that collection activity was ceased and Ms***’s Sprint account was not reported negatively to the credit bureaus. As such, Ms*** confirmed that her account concerns were resolved to her satisfaction 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 SExecutive Services Analyst

May 2, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** *** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he was misinformed about the iPhone Forever programHe states that in November he was informed that he could upgrade his iPhone every months and that the lease charges would remain the same. When Mr*** tried to upgrade his iPhone 6s, he was informed that the lease would be more expensiveMr*** also states that he was required to trade in his iPhone that he owned to get onto the iPhone forever programMr*** is requesting that we honor what he was originally promised or he be allowed to cancel his account without any charges We spoke with Mr*** on May 2, 2017, we reviewed the iPhone Forever program with him and explained the requirements. We explained that the lease installments are based on the price of the device that is leased which may differ from the price of the current lease Mr*** requested the cancelation of his services without receiving cancelation charges as he states he was misinformed. He also asked to be allowed to keep one of his devices and return the other. We researched his account and determined that he was required to turn in a previously owned device to lease his current devices. As a one time courtesy we agreed to allow Mr*** to keep one of the iPhone 6s devices and to return the otherWe agreed to credit the Lease Cancellation Charges and End of Lease Purchase Option Charges contingent upon the return of one of the leased devicesUpon receipt of the device in Sprint’s warehouse, in good condition, using the Return Kit provided, the Lease Cancellation Charges and End of Lease Purchase amounts will be adjusted. We ask that Mr*** complete the port out/cancelation and return transactions by May 31, 2017, the end of current billing cycle, as this offer will expire on this date. Mr*** states that these actions have resolved his issue We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Ms*** can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate Analyst Tell us why here

August 26, 2017 *** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case ***Dear Mr***:On August 8, 2017, Sprint received an inquiry submitted by your office on
behalf of *** ***. According to the information provided, Ms*** previously contacted Sprint to have an Early Termination Fee removedMs*** claims that she was advised that three of her phones were out of contract and she moved those three and left the fourth one active as it remained under a contractMs*** was then charged Early Termination Fees for the phones she movedMs*** also claims that she was to be charged $for the fourth phone that was left active on the account, but was charged for a shared phone planMs*** is requesting that we remove the termination fees as well as have the shared phone plan rerated for one lineAfter multiple contact attempts by phone, email, and written correspondence on August 11, 13, and 13, 2017, we were unable to speak with Ms*** directly. In an effort to address Ms***’s concerns, we have reviewed her inquiry and account. Our records indicate that Ms*** contacted Sprint on August 9, and all of her early termination fees have been removedThe fourth line was also rerated to a single phone planIf 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 7:a.mand 4:p.m., Central Time.Sincerely, Dianah A.Executive Services AnalystTell us why here