Sprint Corporation

June 7, 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 March 2, 2017, she activated new Sprint service and at that time, she stated she was advised that she would get two devices for free and once she received her first invoice to return to the retail location to have the adjustments applied. Further, she stated that she was advised that she would receive her first bill in April in the amount of $300; however, on March 5, 2017, she received notification that her first bill amount was $and the payment was due by March 25, 2017. Additionally, she stated that she paid $for accessories and the activation fee at the retail location. However, she stated that she was later advised that a payment was not showing for the accessories or activation fees and that the charges would reflect on her next statement. She also stated that she was later advised that she received incorrect information and the two devices that she was advised would be free were being billed to her account. She stated that she paid $to cancel her service with her previous wireless provider and when she returned to the store to cancel her Sprint service she was dissatisfied with the level of service she received. As a result, she is requesting a refund for one of the accessories that she purchased for $50, to have the $she paid to her previous wireless service provider reimbursed and to have her account removed for collections Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resources materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret any misinformation Ms***-*** may have received regarding the promotional offer and the level of customer service she received. 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 the details of her experience will be forwarded to the appropriate managerial staff empowered to make charges in this area During our conversation with Ms***-*** on June 5, 2017, we explained that as outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance. However, the call detail listed on the invoice represents the calls that are made during that month. Sprint advertises and provides services in monthly increments. This information is provided in our Terms and Conditions of Services which can be viewed at www.sprint.com. Our records reflect that she activated new service on March 2, 2017, and was billed for a month in advance as stated above. Our records further reflect that she received an offer to get two Samsung JEmerge devices free in the form of a $service credit per phone which reflected on her March invoiceFurther, we informed Ms***-*** that since she paid $for accessories that she purchased at the point of sale, that payment would not reflect on her Sprint account. We advised Ms***-*** that as stated on her receipt, accessories can only be exchanged within days; however, in an effort to bring amount an amicable resolution to this matter we escalated her issue to our Retail Management team and they agreed to refund the $she paid with the return of the SD micro gigabyte card. We requested that Ms***-*** contact them directly to arrange the return. Additionally, 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. However, this may not reflect the policy of our third-party party retailers Our records reflect that she cancelled the services on all five phone lines on her account on March 11, 2017, within the 14-day Sprint Satisfaction Guarantee period. Our records further reflect that she returned two of the devices and she received credits to remove the cancellation charges associated with those two devices and to remove the monthly service charges on her March and April invoices. However, since she did not return the three iPhone devices her account was assessed the lease cancellation charges associated with those devices as stated in her lease agreement and has be forwarded to a third party collections agency for payment. We sustain that the charges are valid and respectfully decline her request to credit the charges billed. In addition, we explained that since she cancelled her account with the 14-day Sprint Satisfaction Guarantee period the account is not eligible for the Contract Buyout offer and we respectfully decline her request to reimburse her for the $she paid to her previous wireless service provider We regret any inconvenience Ms***-*** may have experienced as a result of these matters. If Ms***-*** has any additional questions, she can contact me by calling this department toll-free at ###-###-####. I am available Monday through Friday between 8:a.mand 4:30p.m., Central Time Sincerely, *** F* FExecutive Services Analyst

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 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** *** Case *** To Whom It May Concern:
Sprint is in receipt of the above inquiry submitted by your office on behalf of *** *** ***. We appreciate your assistance in bringing Ms***’s concerns to our attention According to the information provided, Ms*** states that she canceled her Sprint account in June 2016, and was to receive a refund of $49. She further states that she has made several unsuccessful attempts to receive her refund On July 17, 2017, we spoke with Ms*** regarding her concerns. In February 2017, a refund check was processed in the amount of $49.96. Regrettably, the refund was sent to an incorrect address. We have placed a stop payment on this refund and are processing another refund check to be mailed to Ms*** at her current address. Ms*** should allow up to business days to receive her refund check. 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, Susan FExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Sprint never contacted me on the dates listed in their reply nor did I ever receive an email from themOnly after my wife made numerous calls from us to them was a partial refund was issuedBased on this I consider the matter resolved
Regards,
*** ***

Tell us why here September 8, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case #12243101, *** *** Sprint Account #xxxxx Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal complaint to our response of *** ***, regarding Sprint’s Buy-One-Get-One (BOGO) promotional offerThe original complaint was submitted on August 30, We regret the circumstances that led Ms*** to contact your office again. In Ms***’s follfiling, she expressed her concerns with our prior responseMs*** expressed her dissatisfaction with the monthly installment billing charges associated with phone line ending in in association with Sprint’s Samsung Galaxy Note Buy-One-Get-One promotionMs*** stated that upon participating in the above promotional offer, she should receive promotional monthly service credits to offset the cost of the Samsung Galaxy SEdge device. Ms*** requested that Sprint review this matter, go over her plans or honor the agreement or cancel her account and apply adjustments to her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Sprint has reviewed Ms***’s complaintAs stated in our prior response, our records indicate that Ms*** upgraded the device associated with phone line ending in on November 1, 2016, with intent to participate in Samsung’s Buy-One-Get-One (BOGO) promotion via Sprint’s 24-Month Installment billing program. We regret any miscommunication that Ms*** may have received regarding Sprint’s Samsung Galaxy Note (BOGO) promotional offerPlease note effective August 19, 2016, customers who purchase a Samsung Galaxy Note device via Sprint’s Monthly Installment Billing program will receive a Samsung Galaxy Sor SEdge device free via a monthly service creditCustomers will be billed for both devices and will receive a monthly service credit for either the Samsung Galaxy Sor SEdge device on their billing statementsRegrettably, Ms***’s phone line ending in was ineligible to participate in the BOGO promotion due to the price plan selected at the time of activationAs such, we are unable to identify any errors on Sprint’s part. However, between the time periods of February through May 2017, we applied a credit of $to her account, as courtesy to resolve this matter We spoke with Ms*** on August 17, 2017, and relayed the aforementioned informationIn addition, we provided Ms*** with a breakdown of monthly recurring charges in association with phone lines ending in 8545, 7475, and 4962, which totals, $per month including taxesFurthermore, we advised that Ms***’s account was assessed reconnection fee and late fee totaling $as reflected on her July 31, billing statementTo resolve this matter, we offered to adjust the aforementioned fee of $46.61, which Ms*** accepted. This adjustment appeared on Ms***’s August 31, 2017, billing statement. Should Ms*** wish to cancel phone line ending in she will be assessed Installment Billing accelerated cancellation charges, which is valid and no further adjustments are warranted for this matter Further, we spoke with Ms*** on September 7, 2017, in an effort to further discuss her account concerns; however, she declined to authenticate the accountWe take measures to ensure that each account is properly authenticated. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we make any changes to the accountWe 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 account’s security information available when she contacts the undersigned. 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 1-855-848-3280, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.Executive Services Analyst

April 6, 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 complaint of Ms***, submitted on March 28, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Ms*** asserts that an account was established in her name with her personal information by an unauthorized personMs*** has indicated that she would like Sprint to submit information to the Fair and Accurate Credit Transaction Act (FACTA) and provide details of the fraudulent activity that was established in her nameMs*** requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms***’s complaintOur Fraud Management group investigated this matter and confirmed fraudulent activityAs a result, we cancelled the account and applied appropriate account credits to negate the fraudulent charges in February We spoke with Ms*** regarding this matter and sent the FACTA letter on April 3, Ms*** confirmed her understanding with the information and resolution provided to her We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Services

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,*** ***

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

We appreciate your assistance in bringing our customer’s account concern to our attentionWe apologize for any inconvenience that was caused
In the inquiry, Ms*** *** disputed cancellation charges assessed subsequent to the port out of three of her account phone numbers
Further, she expressed her dissatisfaction in regard to the level of customer service she received when she attempted to resolve the matter
During our discussion with Ms*** on August 7, 2015, she stated that some of the account phone users moved outside of a Sprint service area and subsequently ported their numbers to another carrierShe requested that a credit be applied to offset the associated Early Termination Fees and phone lease balanceWe advised her that the above-referenced cancellation charges were validHowever, in order to bring closure to her concern, we applied $1,in account credits to offset two Early Termination Fees and a phone lease balanceThe applied credits included taxes, applicable fees and surchargesShe stated that her concern was resolved
We appreciate his taking the time to provide us with the details of his concernPlease be assured that we value his feedbackIf you or Ms*** have any questions regarding these matters, you or Ms*** can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or ###-###-####We are available Monday through Friday between 10:a.mand 6:p.m., Central Time
Sincerely,
Patricia S***
Executive Services Analyst

July 13, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he attempted to establish new Sprint service in April 2017, and after multiple attempts to verify his identity, the information was finally verified on June 15, 2017. However, he recently reviewed his credit report and has inquiries from Sprint, which negatively impacted his credit score. As a result, he requested a letter addressed to Experian advising that that the additional credit inquiries were in error and should be removed. In addition, he requested compensation in the form of one month’s service credit As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. We utilize the services of an outside vendor to conduct the credit verification process. Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined. The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential. As a result, we are unable to disclose that information During our conversation with Mr*** on July 13, 2017, we advised him that due to any possible miscommunication that may have occurred, as requested, we notified Experian to remove the additional credit inquiriesAdditionally, we mailed a letter to his address on file. Please allow up to days for completion of this process. However, we respectfully decline his request for compensation We appreciate Mr*** for taking time to provide details of his experience with our Consumer Finance representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

July 5, 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 provided, Ms*** expressed her dissatisfaction with the level of customer service provided when she added her tablet line of service to her account, citing that she was misinformed about the duration of the associated term agreement. She requested that we cancel her tablet services with no termination charge and provide reimbursement for all charges assessed for that line since November We regret the circumstances that led to Ms***’ s decision to terminate her Sprint services, as well as any possible misunderstanding that may have occurred related to the service agreement associated with her referenced line of service. Our records reflect that Ms*** accepted a two-year term agreement when she activated her tablet device to her Sprint account on March 13, 2015, consenting to retain that line services for two years from that date. As a benefit of her agreement, we provided a discount and/or rebate off the cost of her new device purchase. Therefore, if she cancels her service prior to the fulfillment of the agreed-upon term, her account will be assessed an applicable Early Termination Fee (ETF) During our discussion with Ms*** on June 24, 2016, we explained the information outlined above and advised her that, based on her acceptance of the term agreement, we are unable to identify any error on the part of Sprint related to the disputed ETF or monthly service charges. However, although we are unable to honor Ms***’s reimbursement request, we honored her service cancelation request and waived the applicable $ETF due to any possible misinformation that may have been provided to her. As a result, her Sprint account is closed with a zero balance. Ms*** expressed her satisfaction with our actions We regret any inconvenience this matter may have caused, as well as the loss of MsHenien’s business. If we can be of further assistance related to this concern, 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 3:p.m., Central Time Sincerely, LaDonna *** Executive Services 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

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint account xxxxx*** Sprint Case *** To whom it may concern: Sprint is in receipt of the above referenced inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** stated she has been charged subsidized device charges of $on each of her invoices since purchasing her new phone. She is disputing this charge, claiming that she was not made aware of this at time of purchaseIn our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. We spoke with Ms*** on June 5, 2017, and addressed her account and billing dispute. Our records reflect that on October 31, 2016, Ms*** subscribed to our Unlimited Freedom plan. On this plan, all equipment upgrade purchases are required to have a lease or installment billing agreement. However, four of her seven lines completed an upgrade using the subsidy cost option with a two-year service agreement. As such, Ms*** has been charged a $subsidized device charge for these phones since November and December of 2016. In an effort to resolve this matter, we agreed to waive all future charges of this fee under the current two-year service agreement and applied a service credit of $to offset the charge on previous invoices. Lastly, we educated Ms*** on the device purchase option of lease or installment billing going forward when utilizing her upgrade eligibility. With this action, Ms*** confirmed her complaint to be fully resolved We appreciate Ms*** for taking the time to provide details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

[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,
*** ***

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

[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] While I appreciate the half-hearted attempt in responding to the compliant the Sprint representative, I feel all that happened was just that. There is no corrective action to resolve the issue. The iphone was confirmed originally to be eligible for DSU. This is a all-documented issue that has plaque Sprint for years and I just experienced first hand for myself what everyone knows to be true regarding Sprint's draconian unlock policy.Sprint's CSRs had given me erroneous information and the Sprint representative confirmed the unlock request ticket was issued but not acted on. For my part, I will exercise my rights to inform everyone I know about my experience with Sprint through all channels available at my disposal. Should you/Sprint decide to be reasonable and actually care about public/customer relations, my position remains unchanged. In the meantime, I am not holding out much hope given the years of runaround you and your MVNOs use as business practice. It's just an unlock for heavens sake and the phone was paid for!Good day
Complaint: ***
I am rejecting this response because:
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 23, 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 our customer service representatives, stating she returned a device that was not activated. However, she has not received a refund for the deviceWe spoke with Ms*** on May 22, 2017, and successfully refunded the total payments of $and $made at point of sale in the Sprint retail store at time of activation. Ms*** can expect to receive this back to her credit card within three to five days. With this action, Ms*** confirmed her complaint has been fully resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, 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 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

June 26, Consumer Specialist 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 Mr*** *** that was submitted on June 5, We appreciate your assistance in bringing our customer’s concerns to our attention In Mr***’ filing, he expressed his dissatisfaction with being contacted by an unknown individual, after he cancelled his phone line ending in *** with Sprint in 2016. Specifically, stating that he has been receiving harassing and threatening text messages. In addition, he believes that this unknown individual is also a Sprint customerMr*** requested that Sprint review this matter and hold the unknown individual accountable for sending these alleged messages Sprint has reviewed Mr***’ complaint. Based on our review, we are unable to substantiate the information that Mr*** provided in his complaint. Additionally, our records indicate that Mr*** cancelled phone line ending in *** in September 2016. As such, Mr*** is no longer associated with the above-referenced phone numberHowever, if Mr*** believes that his safety is being compromised, we encourage him to contact his local law enforcement regarding his harassment claim for further assistance In an effort to address Mr***’ concerns, we attempted to contact him via phone and email several times in June 2017, to relay the aforementioned information to him. Unfortunately, we are unable to reach him directly. Should Mr*** like to discuss this matter further with Sprint he may contact us at the undersigned phone number We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this matter, Mr*** can contact our Executive and Regulatory Services Department toll-free at ###-###-####. We are available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Executive and Regulatory Services Department

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