Sprint Corporation

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

August 10, 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 Ms*** *** filed on behalf of account holder Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr***’s inquiry, he advises that he accepted a new tablet line that he believed to be at no charge. However, he later realized that he was on a lease agreement and paying a monthly service fee for the tablet line. As a result, he is requesting that Sprint credit his account for any charges billed for the tablet. We regret any possible misunderstanding regarding this matterIn our effort to provide clear communication about our features and pricing, Sprint publishes an overview of the programs, and our retail brochures, displays, partner stores, and website, www.sprint.com, have not deviated from the published informationOur records reflect that in April 2015, Mr*** activated his tablet device via Sprint’s Lease agreement program. The Sprint Lease and Installment Billing agreement program allows customers to lease or purchase equipment and or accessories with a variable down payment, depending on device, for a low monthly payment and the flexibility to upgrade to the latest device at the end of 12, 18, or months, depending on the qualifying Lease and or Installment Billing option agreement. Our records further reflect that Mr*** was billed correctly, in accordance with the signed Lease agreement on file We determined that MrRoute added a tablet line to his account on April 25, 2015. We also confirmed that he accepted our lease option on April 25, 2015, and that he confirmed his agreement of the monthly payments by his signature on fileRespectfully, we must deny his request to have the Lease agreement cancelled or any monies paid toward the lease refunded Sprint is continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and will utilize his input to improve our training processes. If Mr*** has any further concerns regarding this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean *** 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] THIS IS THE FIRST CONTACT ( REPLY THROUGH Revdex.com WEBSITE) I ASK THAT WHO EVER REPLIES TO THIS COMPLAINT THROUGH Revdex.com ALSO INCLUDES A PHONE NUMBERAS YOU CAN SeE ( THIS PerSON DID NOT GIVE ME THEIR PHONE NUMBER)THE STATEMENT FROM SPRINT IS NOT TRUE - I HAVE ATTEMPTED SEVERAL TIMES WHEN I NEED TO USE THIS SPRINT PHONE AND GET DISCONECTED AND CONSTANTLY TRANSFERED TO THE POINT ITS SO FRUSTRAITING GETTING THROUGH TO SOMEONE THAT KNOWS WHAT THEY ARE DOING IS IMPOSSIBLE- THEY CONSTANTLY PUT ME ON HOLD TO TALK TO SUPERVISORS TRANSFER ME, DISCONECT MEI HAVE SPENT HOURS TRYING TO GET HELP HEY SPRINT EXEC!! WHY DIDNT YOU INCLUDE YOUR PHONE NUMBER OFFICE HOURS SO I CAN CALL YOU DIRECTLY??? I WANT THE DIRECT PHONE NUMBER OF PERSON AT SPRINT THAT READS THIS MESSAGE !!!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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

[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,
*** ***

June 7, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of *** *** Sprint Case *** Dear Mr***: Sprint is in receipt of the
above-referenced complaint of Ms*** ***, regarding Sprint account XXXXX ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of cell phone service she experienced while her Sprint account was activeMs*** cancelled her services and states she never received her final invoiceMs***’s balance was sent to an outside collection agencyMs*** is requesting that the debt be zeroed out and the negative remarks be removed from her credit. We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred during the time Ms*** was a customer with SprintWe do show that Ms*** requested that service be cancelledMs***’s account was set up for e-bill so that Ms*** would receive email notifications of her invoiceThe email associated with Ms***’s account was outdated and she never received notification of her final invoiceTo demonstrate our commitment to excellence, we have removed the balance and we have requested the outside collection agency send a deletion letter.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction. If we can be of further assistance regarding these matters, you or Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely,Dianah A.Executive Services Analyst

November 22,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case *** *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of Mr*** *** submitted on November 1, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with being charged for a tablet device associated with phone line ending in ***Ms*** stated she was informed that the tablet would be at no costIn addtion, Ms*** expressed her dissatisfaction with incurring two lease charges associated for phone line ending in ***As a result, Ms*** requested that Sprint review this matter
According to our records, on September 22, 2016, Ms*** purchased a tablet associated with phone line ending in *** via Sprint’s Monthly Installment programOn October 11, 2016, Ms*** upgraded her device associated with phone line ending in *** via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
We confirmed that the tablet associated with phone line ending in *** was received at our warehouse on September 30, Due to an inadvertent error, Ms*** incurred lease charges for the original and new lease associated with phone line in *** as reflected on the October billing statementWe confirmed Ms*** returned the device on the original lease (iPhone device) to our warehouse on October 24,
To resolve this matter, on November 18, 2016, we terminated the tablet line ending in *** and adjusted the accelerated chargesIn addition, we terminated the original lease associated with phone line ending in ***
We spoke with Ms*** on November 21, 2016, to discuss her concerns and relayed the above information and resolution to herWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve her issue
If Ms*** would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Services

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** advised of her dissatisfaction with our response to her previous filing not specifically mentioning details related to misinformation provided by one of our representatives during her referenced retail interaction. We regret any remaining possible misunderstanding that may exist regarding Ms***’s noted January 17, 2016, retail interaction or our subsequent efforts to address that concern. However, based on the information Ms*** provided, the verbal information she received during the interaction appears to have been incomplete. Sprint customers are able to purchase devices at the full retail price plus applicable taxes, but we require customers to accept device installment billing lease or purchase agreements as a condition to receive certain promotional discountsCustomers who opt to pay for their devices at full retail price will not be eligible for those specific discounts In addition, we identified that Ms*** was invited to purchase up to $worth of accessories with her acceptance of an installment billing agreement in exchange for our providing monthly service credits toward her rate plan cost to offset an amount equivalent to that monthly accessory installment billing. Although that information may not have been clearly explained during the referenced retail interaction, those details are included in the summary paperwork provided to her at the time of the accessory purchase. During our June 7, 2017, follconversation with Ms***, we discussed the information outlined above in detail and reviewed her billingWe noted that her two lines of service reflect service plan charges of $per month and that, as a result of her accessory purchase, she receives service discounts of $to $per month, and her monthly accessory installment charges are $per month. Ms*** expressed satisfaction with our response and explanation We again appreciate Ms***’s taking time to provide details of her experience with our retail representatives. With the information in her account, we were able to identify the representative who assisted with her noted retail purchase. Please be assured that the experience Ms*** described is not indicative of the level of service we expect from our employeesHer feedback was forwarded to the appropriate management staff empowered to make changes in this area for additional review and possible changes to our training and processes 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

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

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

July 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** states he was offered a months free subscription to Tidal, however states he was prompted to pay $for a subscription when assisted by Sprint’s online representative. At this time, he is requesting assistance in getting a refund for the subscription 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. Effective June 9, 2017, for a limited time, targeted Sprint customers were offered months complimentary TIDAL HiFi service on Sprint. SMS text message reminders are sent days and days prior to your offer period ending. Upon the customer accepting the offer, a text message is sent to the device, containing a link to download the application and register for the offer. Once accessed, the customer is automatically taken to the free trial period page to enter their phone number and to begin streaming services We spoke to Mr***, an authorized user on *** ***’s account, on July 13, 2017, to address this issue. During our discussion, Mr*** forwarded a copy of his transaction receipt for the Tidal subscription. We discovered that Mr*** did not follow the hyperlink included in the promotional text message to access Tidal, but instead went through iTunes when activating his subscription. Mr*** agreed to further pursue this matter with iTunes and Tidal for his refund and cancelation of his subscription. Mr*** advised there were no other supplemental issues regarding his account to addressMr*** confirmed his inquiry has been fully addressed We appreciate your taking time to provide details of your experience with our 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 misunderstanding that may have occurred. If we can be of further assistance, Mr*** 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 A Executive Services Analyst

I'm getting billed for phones only use and I can't go on line to pay bills or review bills won't let me without a code but I don't get codes

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

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

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Prepaid Inquiry Sprint Case *** To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Sprint Prepaid (SPP) concerns to our attention. In his inquiry, Mr*** indicated that after his HTC device became defective it was replaced by Sprint with a Samsung Galaxy Core device. He explained that he is now having issues with the replacement device and requested that he be provided with a replacement of his original model HTC device We spoke with Mr*** on June 30, 2016, and explained that his original device is no longer available. In an effort to resolve this matter we agreed to provide him with a brand new Samsung Galaxy Sdevice in exchange for his defective device. During a folldiscussion with him on July 15, 2016, we verified that the device is active and Mr*** is satisfied with the outcome. We regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

February 5,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s inquiry, she is attempting to complete a Change of Ownership (COO) by transferring one of her existing lines to another Sprint subscriber; however, she has been unsuccessful in completing the transfer and was unable to resolve the issue via our Customer Care department
We regret the circumstances that prompted Ms***’s complaintWe spoke with Ms*** on February 1, 2016, and explained that we are unable to complete the COO because her existing postpaid device is not compatible with Sprint’s prepaid serviceWe apologize that this information wasn’t properly explained to her when she brought this matter to our attentionMs*** subsequently canceled the line in question
During our conversation with Ms***, she advised that the person wanting to assume responsibility for her line was attempting to avoid an activation fee when establishing service with usWe recommended that this individual utilize her existing phone and establish postpaid service under our No Contract programWe also offered to waive the activation fee if service is established within the next days
We appreciate Ms*** for taking the time to provide us with details of her customer service experienceWe 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 apologize for any inconvenience Ms*** may have experienced as a result of this matterIf Ms*** needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
April J***
Executive Services Analyst

April 19,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We
appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s inquiry, she canceled her account and is disputing the $early cancellation fee for a tablet line that she did not use, but was offered to her at the original point of sale as a promotional bonusIn addition, she is disputing the full month’s service charge she was billed after cancellation because the tablet line was not canceled
We regret that our service did not meet Ms***’s expectations and for any misunderstanding that may have occurred at the original point of sale regarding the tablet lineThe tablet was financed under an Installment Billing Agreement; however, the promotional offer Ms*** received waives the corresponding $basic monthly service chargeNonetheless, after speaking with Ms***, we agreed to accept the return of the tablet and waive the $accelerated equipment chargeIn addition, we explained that although she ported her three voice lines on February 13, 2016, we did not receive a request to cancel the tablet line until March 13, 2016, prompting the additional monthly service chargeCredits totaling $were applied to Ms***’s account to offset the monthly service charge in dispute and the $accelerated equipment charge for the tablet line, which reduced Ms***’s final balance to $1,Ms*** paid the final balance on April 16, We have also provided her with a return label to facilitate the return of the tablet
Ms*** expressed satisfaction with the actions takenShould Ms*** have further questions regarding this matter, she can contact me 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,
April Jensen
Executive Services Analyst

May 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that when she opened her account with us in November 2016, she was advised by the representative that she qualified for a Buy One Get One Free (BOGO) promotion for an iPhone, which she decided to take advantage of. She stated that recently she was advised that the BOGO promotion could not be combined with the service plan that she selected. She stated that she called our Customer Care department multiple times before she received an explanation of her service plan and that she could not get this plan and take advantage of the promotion. In addition, she stated she is not receiving all of her calls and people are not receiving her calls or text messages. She is requesting to cancel her account with a waiver of the cancellation fees 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 We regret that Ms***’ experience with service in her local calling area is falling short of her 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. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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. Our records reflect that currently, our network is functioning within operating perimeters based on the address provided at the time of activation We spoke to Ms*** on May 15, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to make a credit adjustment each month after her bill prints, in the amount of $for the remainder of the lease agreement for phone number ending in ***. This amount is equal to the lease payment for one of the iPhone devices that was purchased on a lease agreement on November 30, 2016. In addition, a credit in the amount of $was applied to Ms***’ account, which is equal to five months of the lease payments that she accrued. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms*** taking the time to provide us with the details of his experience with our Customer Care and Retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for reviewWe regret any inconvenience this matter may have caused. If we may be of further assistance with this matter, you can reach us by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Sharon R Executive Services Analyst

September 29, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In his filing, Mr*** expressed his dissatisfaction with his service remaining interrupted after he scheduled a payment arrangement on his account online. He also explained not being able to authenticate his account. Mr*** described his unfavorable customer experiences during his attempts to address these concerns. For this reasons, he requested that we provide him a month of free service We realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available. However, not all payment arrangement requests can be honored. Our records reflect that on September 13, 2017, Mr*** scheduled a payment arrangement for September 15, 2017, after the full service suspension on his Sprint account because his account payment was past due. Regrettably, a scheduled payment arrangement would not restore service after suspensionHowever, he later made a payment on that same day and the service was restored. Upon account review, we could not identify any error on Sprint part to warranty a month of free service During our conversation with Mr*** on September and 25, 2017, he was unable to authenticate his account. We followed our process to remind him of his account security information, and he stated that he would call us back to properly authenticate his Sprint accountOur follow up with him by telephone and e-mail on September 27, 2017, was unsuccessfulTo date, we have not yet received any response from him. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint We appreciate Mr***’s taking time to provide details of his experience with our Online Chat representative. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff We believe that we can fully address Mr***’s reported concerns, and we look forward to having the opportunity to do so. If I may be of further assistance, Mr*** to contact me directly by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, Beatrice RExecutive Services Analyst