Sprint Corporation

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with the length of time taken for us to apply his employer-based discount his Sprint account, as well as our having changed his rate plan on multiple occasions during his attempts to address that concern. Mr*** requested that we add his discount to his account promptly and correct his rate plan to one that offers unlimited high speed data for $per month with no data speed throttling We regret any delay in processing Mr***’s referenced monthly service discount request. In order to receive a Sprint Discount Program (SDP) discount, customers must provide proof of eligibility within days of service activation, be on a qualifying rate plan, and periodically revalidate eligibility. Starting on July 29, 2012, customers must also revalidate eligibility for an SDP discount when upgrading devices on subscriptions with an existing discount and months since their previous validation. To complete the validation request, customers should visit our website at www.sprint.com/verify. During our conversation with Mr*** on April 22, 2016, we explained the details of our SPD terms and confirmed that he selected a non-qualifying rate plan at the time of his service activation. Additionally, we confirmed that Mr*** elected to change his rate plan on April 21, 2016, to our expired $Unlimited Plan for iPhones and was assessed an additional surcharge for his ineligible non-iPhone handset. We further informed Mr*** that based on his rate plan choices, we are unable to identify any billing error associated with his account. However, we offered to change his rate plan to an expired, qualifying plan with unlimited high speed data effective the start of his next billing cycle on May 21, 2016. We explained the details of his updated rate plan, and Mr*** confirmed that his issues have been addressed and resolved to his satisfaction If we can be of further assistance with this matter, Mr*** can contact me directly 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, Lori KExecutive Services Analyst

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms*** to contact your office once again. In the additional information provided, Ms*** stated that her issue has not been resolved. She further advised that she returned the tablet to one of our corporate stores, as advised by the collection agency; however, the $charge has not been removed We confirmed the tablet was returned to our corporate store on March 31, 2017. Accordingly, we adjusted the $balance on Ms***’s accountWe also contacted the outside collections agency and advised them to cease all further collection efforts on this account. They, in turn, will request that the credit bureaus remove any negative reporting regarding this issue. Please allow up to days for completion of this process During our June 27, 2017, follow up conversation with Ms***, the information outlined above was explained to herMs*** confirmed that this issue has been resolved, and thanked us for our help We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with this issue, or if Ms*** has additional questions regarding this matter, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday Tuesday Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

May 25, 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 dissatisfaction with our representatives not offering appropriate repair or replacement options for her malfunctioning device during her multiple interactions at one of our service and repair locations, advising we did not immediately replace her equipment although we identified the defect. She requested that we immediately replace her malfunctioning equipment with a new model and provide credit for time she has been without reliable Sprint services We regret any misunderstanding that may have occurred regarding the repair or replacement options available to Ms*** related to her Samsung Galaxy Sdevice. All new Sprint devices come with a one-year manufacturer’s warranty limited to manufacturer’s defect. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. Regrettably, Ms*** did not select the TEP option. Warranty replacement provides that, upon determination of a manufacturer’s defect and confirmation that the device is still within the limited one-year manufacturer warranty period, customers can send their defective equipment directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Customers are responsible for shipping costs and may incur additional costs if the manufacturer determines that the device issue is not covered by their warranty. Further details regarding the terms of the manufacturer’s warranty is available on the respective manufacturers’ websites and in device user guides Although our attempts to contact Ms*** via telephone and e-mail on May 12, 23, and 25, 2017, were unsuccessful, we believe that her device concerns were addressed and resolved with the courtesy replacement of her device at one of our service and repair locations on May 8, 2017. However, on May 23, 2017, we sent a letter to Ms*** at her address of record via U.SPostal Service, acknowledging our receipt of her inquiry and inviting her to contact us if she needs further assistance with her device issues We appreciate Ms***’ taking the time to provide us with the details of her service center experience. We are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before they are released to assist our customers. Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these issues, Ms*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr*** stated that he canceled his service with Sprint, and after he canceled, he attempted to return an Airave device. He further stated that he was able to finally receive a return kit and return the equipment to our warehouse, but during the process, he was billed a Non-Return Equipment charge, which he disputedThe device was returned and the Non-Return Equipment charge was removed, but his account was referred to collections, resulting in negative impact to his credit. Mr*** is disputing the referral of his account to an outside collection agency and disputing the negative impact to his creditAs a result, he is requesting assistance with this matter During our discussion with Mr***, we informed him that the service on his account is reflected as being canceled on June 6, 2016, which was prior to the fulfillment of the lease agreements, and this resulted in lease cancelation charges being reflected on his June 23, 2016, invoice, which totaled $710.92. This balance was not paid in full prior to incurring a $Non-Return Equipment charge for the Airave as reflected on his August 23, 2016, invoice. Therefore, his account was referred to an outside collection agency for further attempts to collect the debt. Further review of our records determined that Mr*** made good-faith payments toward negating the balance, and because he stated that an outside collections agency representative informed him the balance would be held due to the Airave dispute, we requested that the outside collection agency update the credit bureaus to remove any negative reporting regarding this issue. We informed Mr*** that he should allow days for completion of this process. He stated that he was satisfied with our handling of this matter. We regret any inconvenience that Mr*** may have experienced while attempting to resolve his account concerns. Should there be any additional questions or concerns with this issue, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

October 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of Ms*** ***, which is in response to our September 21, 2016, correspondence. We welcome the opportunity to revisit our prior investigative findings In her supplemental inquiry, Ms*** states that her bill is incorrect as there are charges on her account that she was not informed of when she originally opted for her service planAs a result, she is seeking assistance with her account billing concerns We spoke with Ms*** regarding her account billing concerns and advised her that her account assessed a total of $on phone lines ending in *** and *** for international calls placed to Canada. At that time, Ms*** stated that she spoke with our International Customer Care department and added an international service plan and stated that she was informed that the plan would be retroactive for the calls placed. We advised Ms*** that we were unable to confirm that an international service plan was added to her phone lines of service. However, as a one-time goodwill gesture, and to bring closure to her billing concerns, we applied credits totaling $towards the international calls and a late fee. We further advised Ms*** that if she continues to make international calls, and would like to be billed at a lower rate, she will need to contact our International department toll free at ###-###-#### for assistance with an international service plan. Ms*** stated that she understood and did not have any further concerns with this matter We regret any inconvenience that this matter may have caused Ms***. If our office can be of further assistance, she may contact us 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, Alethea BExecutive Services Analyst

Re: Revdex.com Case # ***, Muriel *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Muriel ***, regarding Sprint’s actions to resolve her concernsThe original complaint was submitted to Sprint on August 6, 2017. We regret the circumstances that led Ms*** to contact your office again According to Ms***’s follfiling, she has indicated that her account concerns were eventually resolvedHowever, she expressed her dissatisfaction with encountering an unfavorable customer service experience while attempting to resolve her account concerns. Ms*** requested that Sprint review this matter and apply a credit to her account regarding her experience Sprint has reviewed Ms***’s complaintAs stated in our prior response, our records indicate that Ms***’s billing address was changed on August 2, 2017, via Sprint.com on-line services. Our records further indicate that Ms*** corrected her billing address on August 11, In addition, she updated her security pin and question/answer. Furthermore, our Fraud Management group reviewed Ms***’s account for any possible fraudulent activityHowever, our Fraud Management group was unable to confirm any fraudulent activity. We spoke with Ms*** on September 12, 2017, and relayed the above information. During that call, Ms*** confirmed that her issue was previously addressed. We explained to Ms*** that we appreciated her taking the time to provide details of her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. This experience is not indicative of the level of service we expect from our employees. In addition, as a courtesy we applied an adjustment of $for the inconvenience Ms*** experienced. Ms*** expressed her satisfaction with the resolution provided. We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

[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 first, I have phones, a note and a note that were paid off a year ago and I was told they were unlocked, which they are notIn fact, Sprint is claiming that I owe $for the paid off noteNext, the LG Vwas traded to t-mobile when the *** line was supposed to be ported overHowever, due to Sprint having everything in their system screwed up, the line could not be ported over so t-mobile could not issue the money to buy out the phoneHad Sprint decided to fix the situation before the grace period thru t-mobile expired, the devices would be paid off and Sprint would be satisfied on that aspectNext, when the *** line was supposed to be ported over to t-mobile and could not be, Sprint retaliated by cutting service to myb*** line, leaving my brother, a truck driver with no way to communicate with anyone concerning loads and his work, forcing him to open an account with another providerWhen I called in, I was hung up on and retaliated against again by cutting service to my lineTwice more I was hung up on while attempting to restore service to my phone before I was able to do soAs soon as I was able to get my phone working, Sprint retaliated again by cutting service to my *** lineI then spoke with a supervisor named Gelo who gave me her direct line and said she needed my brother and nephew to call her so she can walk them thru reactivating their phoneShe neither answered any of the numerous calls nor returned themThey told me that their records indicate the lines were active, but could not explain why they could not make or receiven calls or service to their linesI repeatedly told them that if I can't use the lines I'm not paying for them now I'm being offered that if I send back the devices and $+ they will forgive the restSorry, but screw me, screw me, make me pay and screw me again is not a satisfactory outcomeEspecially when I still get screwed out of phones that I fulfilled the contracts on and paid off and now being told that I can't use themSPRINT IS NOT ONLY VIOLATING THE LAW BUY NOT ONLY REFUSING TO UNLOCK PAID OFF DEVICES BUT ALSO IN ATTEMPTING TO CHARGE ME AGAIN FOR THE SAME DEVICEFurthermore, Sprint then left my service on and was charging me for all the lines for months and now wants me to pay for that as well.My offer is cancel all remaining charges and be thankful for whatever devices I feel obliged to return.
Regards,
Andrew J***

September 25, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** ***-*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Mr*** *** ***-***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***-*** contacting your agency once again. According to Mr***-***’s follfiling, he states that his issues have not been addressed per his original Revdex.com complaintHe states that he has been contacted by Sprint, but is unable to discuss his concerns while at work. We spoke with Mr*** *** on September 15, 2017, regarding his concernsWe have thoroughly reviewed his concerns, and confirmed that his Buy One Get One (BOGO) offer for the LG Gdevices on lines ending in *** and *** are awarding every 3rd of the month as a credit of $Furthermore, the Samsung Galaxy Tab E tablet is awarding every 4th of the month as a credit of $10. Sprint regrets that Mr***-*** is experiencing data service issuesSprint monitors its network consistently to ensure customers have an optimal wireless experienceAs 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. 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. In response to Mr***-***’s data concerns, our engineers could not be engaged for further investigation as the account is currently suspendedTherefore, the balance would need to be brought current and active to addressTo date, there have been no payments made to the account in question and it is still in a suspended status We appreciate Mr*** *** taking time to provide details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any frustration these matters may have caused. If we can be of further assistance regarding these concerns, Mr***-*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between a.mand p.m., Central Time. Sincerely, *** ** Executive Services Analyst

According to the information received, Ms*** stated that she was offered a free phone as part of a promotional offer. However, she continues to be billed for the phone. Ms*** requested that Sprint review this matter and apply the adjustments to the account 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 website 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 Upon investigation, our records reflect that Ms***’s account did not qualify for the free Samsung Galaxy JEmerge promotional offer because she did not meet the requirements of the promotion. However, in an effort to amicably resolve this matter, a onetime total adjustment of $on was applied to her account on September 6, 2017, to emulate the total credit which would be applied for the free phone. Please note that account credits are not applied toward equipment installment billing or lease charges. Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date. We spoke with Ms*** on September 8, 2017, and advised her of the above information. Ms*** confirmed that she is satisfied with the resolution We appreciate Ms***’s taking the time to provide details of his experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review

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

February 11,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, ***, ***
Sprint Account ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms
*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** states that she purchased a Samsung Galaxy device, which included a promotional offer to receive a Samsung inch TVMs*** indicates that she followed the requirements to register the purchase of her phone via an applicable website, including the date of purchase, the model, and uploading the receipt to show proof of purchaseMs*** further indicates that her registration was done prior to the January 31, 2016, deadline; however, she has not received confirmation of her registrationShe has communicated with our Customer Care representatives, Samsung, and Prize Logic (the promotion fulfillment company); however, no resolution has been provided
We regret any misunderstanding that may have occurredIn researching this matter with Samsung, it has been determined that a communication email was sent to her *** email addressOur records reflect that the email was registered but the submission for the Samsung TV was not completedTherefore, a manual submission was done on her behalf, and the promotional offer is being honoredWe further informed Ms*** that delivery of the Samsung TV’s in conjunction with the promotion began the week of February 1, 2016, and will continue through the end of February Should she not receive her Samsung TV, she agreed to contact our office for further assistanceMs*** was satisfied with our handling of this matter
We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any inconvenience that Ms*** may have experienced while attempting to resolve her concernsShould there be any additional questions or concerns regarding this matter, she can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Bridgette F
Executive Services Analyst

December 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Bill W*** Sprint Account XXXXXX Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to the follinformation received, MrW*** expressed his dissatisfaction with his replacement device. MrW*** states that the replacement device is defective. MrW*** is requesting that Sprint review this matter Sprint has reviewed MrW***’s complaintPlease note that 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. Our records indicate that MrW*** does not subscribe to TEPTherefore, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if his device is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMrW*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with MrW*** 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, he may have the device repaired at a Sprint service and repair center for a fee of $, $for cracked screen repair and up to a $fee for each exchange. Replacement equipment may be remanufactured or equipment can be the same or a comparable model with similar features as the original device. However, some devices may not be eligible for in-store service. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. We spoke with MrW*** on December 7, 2017. MrW*** explained that he canceled phone number ending in from his Sprint account and returned the iPhone device. At that time, we confirmed that MrW*** has received a credit for the Lease Cancellation charges associated with that line of service. MrW*** expressed his satisfaction with the resolution Sprint regrets any inconvenience MrW*** may have experienced while attempting to resolve this issue. If we can be of further assistance with this matter, MrW*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive Services Analyst

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** R*** Sprint account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Mr*** ***, which is in response to our May 10, 2017, correspondence. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the supplemental inquiry, Ms*** stated that she did not agree with our previous response. Mr*** states that credit was applied to his account; however, his service issue remains unresolvedHe states offering to terminate his agreement is not a good option to offer a customer In our previous response, we advised Mr*** of our investigative findings regarding his service issues. We advised him that we determined that the service issues he is experiencing at his work location is a product of related signal degradationThere are gaps in coverage within our estimated coverage areas that are beyond our control. Radio frequency propagation is limited by multiple factors, including terrain challenges, obstructions such as buildings, seasonal foliage, antenna height and other limitationsWeak signal can result in dropped calls, loss of service and delays in voicemail and/or text messaging notification. As previously outlined, as a one-time goodwill gesture, we applied service credits totaling $to offset the March billing chargesAdditionally, on May and 10, 2017, we applied additional credits totaling $50. We further advised Mr*** that we are unable to guarantee service improvement at his work location based on our aforementioned findings. We advised Mr*** of his current two-year service agreement and offered to further assist him with service termination options should he decides to cancel due to our service not meeting his wireless needs. However, at that time, Mr*** stated that he was undecided and agreed to contact our office if further assistance is needed. While it is our goal to achieve mutual solutions to all of our customers’ concerns, we regret that we have been unable to do so in this case. Sprint has made every effort to address Mr***’s concerns and we believe that the action taken and offer made is equitable. We regret any inconvenience this matter has caused Mr***. If we can be of further assistance, I 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, Alethea BExecutive 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:Your claim states that the account was closed and sent to collections on April 21st That is incorrectThe phones have been in *** procession since 02/28/We have been waiting on a final bill and had yet to receive one by 03/25/and spoke with two representatives with Sprint who stated that the bills were located online and that because the service had been canceled we no longer had accessI asked them then can you mail the statement so *** can pay the phones off, We were told no because the accounts were already sold to an outside collection agencySo all the information *** you stated above is incorrectly and untrueLegally you never sent us a bill and then turned the accounts over to collectionsThe account needs to be pulled from collections we need to be properly billed so that the account can be paidYou cant provide a bill to someone and give them no access to it and then charge the account off
Regards,
*** ***

February 20, 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 above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms*** expressed her dissatisfaction with the lack of information provided to her when she contacted Sprint to inquire about lowering her bill, advising that, although her monthly rate plan amount decreased, we did not advise her that the change would also cause an $Subsidized Phone Charge per month. She requested that we credit the $already to her Sprint account for that charge without her consent We regret any misunderstanding that may have occurred regarding Ms***’s requested rate plan change and subsequent account billing. We contacted Ms*** on February 13, 2017, and explained that her new rate plan was designed for customers who opted to obtain equipment from us with one of our installment billing purchase or lease agreements or purchase equipment at full retail price. Due to her having chosen to accept her equipment at reduced, subsidized pricing in exchange for a two-year term agreement instead, the disputed Subsidized Phone Charge is valid. However, because that information may not have been clearly communicated to her, we changed Ms***’s rate plan back to the Unlimited My Way she previously had and placed a $credit on her Sprint account to offset the two months of assessed Subsidized Phone Charges. The plan change will take affect at the beginning of her next bill cycle date, February 23, 2017. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***, but we are pleased that we were able to resolve her reported concerns to her satisfaction. If we can be of further assistance related to this issue, she 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, *** *** Executive Analyst

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that she purchased a device at one of our retail stores in the amount of $749.99. She further stated that she remitted a $down payment toward the cost of the device, leaving a $balance, and she agreed to pay $each month toward the remaining amount of the device. Ms*** indicated that information via her account online reflects that she owes $for the remaining amount of the device, which she stated is incorrect because she has paid $for ten months toward the cost of the equipment, which should leave a $balance. Her attempts to resolve this matter has resulted in an unfavorable customer service experience, and as a result of this issue, she is requesting that a $credit be applied to her account since $of the amount that she paid at the point of sale is not reflected as deducted from the device balance We regret any possible misunderstanding that may have occurred regarding this matter. We spoke with Ms*** on July 11, 2017, regarding the phone number ending in ***, which is the basis of her complaint. We informed her that based on a review of our records, the installment billing agreement for the aforementioned line of service reflects a base cost of $plus $in sales tax resulting in an $cost of the deviceOur records further reflect that Ms*** remitted payments of $toward the down payment and $for the sales tax resulting in a total $toward the total cost of the device, leaving a balance of $599.99. Ms*** disagrees with this calculation and indicated that this information was not provided to her at the point of sale, and she again stated that the amount she paid was $300. We informed her that as a result of this matter also being escalated in our Customer Care department, one of our Customer Care supervisors applied a $credit to her account effective July 6, 2017, in an attempt to resolve this matter to her satisfaction. Ms*** was not aware that the credit had been applied to her account; therefore, she appreciates our call to inform her of this information. We regret any inconvenience that Ms*** may have experienced while attempting to resolve her concerns. Should there be any additional questions or concerns with this matter, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mto 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of Ms*** *** which is in response to our August 16, 2017, correspondence. We welcome the opportunity to revisit our prior investigative findings Based on the information outlined in the supplemental inquiry, Ms*** continues to seek assistance with the repair of her Samsung Jdevice. She further requested that Sprint contact Samsung to resolve her device concerns. In our previous response and discussions with Mr*** ***, he stated that Samsung requested a true proof of purchase with the IMEI number listed on the document in order to repair the device. At that time, we advised Mr*** that our records do not include the IMEI number specifically; however, we can provide the Electronic Serial Number (ESN) and the Mobile Equipment Identifier (MEID). We provided copies of his Lease Agreement and the transaction summary pertaining to the purchase of his Samsung Jdevice for phone line ending in ***. Respectfully, Sprint does not have any additional information to provide regarding the phone purchase in question. For further concerns regarding repair and replacement guidelines via the device warranty, we respectfully request that the ***s contact their manufacturer Although the line in question does not subscribe to the Total Equipment Protection (TEP) program, the ***s can also take their device to one of our authorized service and repair centers for diagnostic testing. At that time, our service and repair technicians can determine if the device is eligible for repair or exchange. There is a $fee for each repair, a $fee for cracked screen repair, and up to a $fee for each exchange. Replacement equipment may be remanufactured and of the same or comparable model with similar features as the original device, and some devices may not be eligible for in-store service. We regret any inconvenience this matter has caused. If we can be of further assistance, the ***s can contact the Executive and Regulatory Department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Tell us why hereAugust 21, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It May
Concern, Sprint is in receipt of the above-referenced complaint of *** *** on submitted on July 27, We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s filing, he expressed his dissatisfaction with the lack of coverage in his home service area of Seattle, WashingtonTherefore, he elected to cancel service on phone lines ending ***, ***, and ***, by porting-out these lines of service to another wireless service provider, prior to satisfying the terms of his respective Lease and Installment Billing Agreements. As a result, his account reflects an outstanding balance of $1,In addition, Mr*** is disputing the outstanding balance reflected on his accountMr*** requested that Sprint review these matters, cancel the account, apply an adjustment to the account accordingly, and cease collections activity Sprint has reviewed Ms***’s complaintWe regret that the coverage in Mr***’s home service area has fallen short of his expectations. We 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. Our research into this matter determined that our network serving the area in Seattle, Washington is within Sprint’s “good” coverage area and operating within parameters during the time Mr*** stated that they experienced poor service. As outlined in our Terms and Conditions, the coverage and quality of wireless services 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 and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors coverage should become stronger. We regret any misunderstanding that may have occurred regarding the billing and MsLynch’s coverage concerns. Our records indicate that on June 17, 2016, Mr*** purchased an IPad Pro device associated with phone line ending in *** via Sprint’s Monthly Installment Billing program via our Telesales groupSprint 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 deviceCustomers 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 purchased. For additional information and eligibility requirements customers can visit www.sprint.com/easypay Mr*** established services on phone lines ending in ***, ***, and *** effective September 15, and October 11, During these sales transaction, she activated three devises were via Sprint’s Leasing programPlease note that 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, Mr*** 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/lease. Upon activation of service, Mr*** was provided with a clear disclosure of his equipment purchases, monthly recurring charges, and all other applicable fees. Furthermore, we were able to locate signed copies his Lease and Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his equipment purchases and monthly recurring charges during the activation of the aforementioned lines of service Furthermore, on April 28, 2017, Mr*** ported-out phone lines ending in ***, ***, *** to another wireless service provider prior to satisfying the terms of the respective Lease AgreementsAccordingly, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges plus applicable taxes totaling $1,as indicated on his May 27, 2017, billing statementWe note on May 19, 2917, our Customer Care group confirmed that the devices associated with the aforementioned lines of service were returned to Sprint’s Returns warehouse and an adjustment of $was applied to his account to offset the Lease Device Purchase Amount charges as indicated on the aforementioned billing statementPresently, Mr***’s account reflects an outstanding balance of $1,829.93, which is comprised of monthly recurring charges, monthly lease/installment billing charges, late fees and applicable taxes as indicated on his April through July billing statements Please note Mr***’s account reflects two remaining lines of service corresponding with phone lines ending in *** and ***, which were suspended due to nonpayment of the outstanding account balance on June 5, Mr***’s account was referred to an outside collections agency, ACS/BRS on June 27, 2017, for further collection effortsAs such, Sprint consider the charges and our actions to collect the debt to be validShould Mr*** wish to satisfy the outstanding account balance with Sprint, we urge him to contact ACS/BRS directly toll-free at ###-###-#### for further assistance We spoke with Mr*** on August 21, 2017, and relayed the aforementioned informationDuring our discussion, Mr*** requested that we cancel phone lines ending in *** and *** in association with the two IPad Pro devicesUpon the cancellation of phone line ending in ***, Mr***’s account was immediately assessed the remaining Installment Billing accelerated cancellation charge of $324.99. This charge will be reflected on his August 27, billing statementPer the terms of his agreement, this charge is valid. Although we sustain that the aforementioned charges are valid, to provide closure to this matter, we would offered and Mr*** accepted a one-time adjustment of $1,to offset the remaining Lease cancellation charges, leaving him responsible for the final balance due which will reflect on his August 27, billing statement. Mr*** agreed to satisfy the outstanding account balance within days from the date of this responseOnce Mr*** remits his final payment, his account will be recalled from the outside collections agencyMr*** accepted our resolution and was satisfied with Sprint efforts to resolve his account concerns We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of Mr*** ***We appreciate your assistance in bringing her account concerns to our attention
According to the information provided, Mr*** is disputing the $deductible to replace his damaged Sprint deviceHe is
claiming that he was advised by Sprint’s eChat service representative that he could replace the device without any out of pocket costsMr*** is requesting Sprint to replace his device at no cost
All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost effective 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
Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone number ending ***Therefore, if the problem with his device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsEach subsequent visit to a Sprint service and repair center will assess a $charge per visit, if the device requires repair or replacement within a rolling 12-month period
If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claimA deductible between $and up to $200, 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/tepIn addition, should the device require replacement through either the ESRP or the ERP portion of TEP; the replacement would be a reconditioned device of same model and manufacturer
Sprint’s records indicate that on August 5, 2015, our office spoke with Mr*** regarding his disputeIn an effort to reach an amicable resolution and as a one-time courtesy, a device replacement at no cost was forwarded to Mr***, which he activated on August 6, Further, a return kit was forwarded to Mr***’s billing address as listed on the Sprint account to return the damaged device
Sprint regrets any inconvenience this matter may have causedIf you have any questions regarding this matter, please contact us at our Executive & Regulatory Services departmentWe can be reached toll-free at 1-855-848-or you may contact me direct at *** ***I am available Monday through Friday, between a.mand p.m., Central Time
Sincerely,
Linda W
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 ***, and find that this resolution is satisfactory to meI appreciate Lori for taking the time to explore my case, for explaining why there was so much miscommunication (apparently the Care Advantage Customer Care department dissolved and trainings are pending for several customer service reps and store managers, which is why I received conflicting information) and, most important to me, took accountability for the conflicting information I received from several reps via chat, phone and in store I further want to thank Robert at the Sprint store for making my upgrade experience smooth and quickI really value and appreciate Lori and Robert! Just saddened it took these steps to get here, but I'm very appreciative these two attended to my case as they were, in my opinion, God send! I truly believe thatGod bless you all! Thank you!
Regards,
*** ***