Sprint Corporation

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern:
Dear Mr***: Sprint is in receipt of the complaint of Mr*** *** regarding the unlocking of his Sprint device. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with conflicting information received regarding his ability to have his Sam***g Galaxy Sdevice unlocked for International use. We corresponded with Mr*** on May 17, 2016, and addressed his concerns. We advised him that we regret any inconvenience that he may have experienced while attempt to address his concerns and his feedback regarding his experience will be used to improve our service. We explained that unlocking a device is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlock Sprint will provide the MSL or perform an SIM unlock for a device under the following circumstances: - Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options - The associated account is in good standing - The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked - The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr***’s Sam***g Galaxy Sdevice met the criteria to be eligible for SIM unlocking for international use and that the device has been unlocked and is now being used by Mr*** If I may be of further assistance with this matter, Mr*** can contact me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File *** Account XXXXX***, Marna ***
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Marna ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** experienced difficulty finalizing her Sprint account and returning her iPhone 6s device. She states that she has moved out of the country, has not received a return kit at her mother’s U.Saddress as requested, and she no longer has access to her Sprint account. She further states that she has attempted to address these issues via Chat and Customer Care; however the issues remain unresolved. Ms*** has requested that these issues be addressed We have reviewed our records and confirm that Ms***’s account was canceled on September 13, 2017. Further, a return kit was sent to her mother’s address and the iPhone 6s device was received in Sprint’s warehouse September 15, As a result, a credit of $was applied to offset the Lease Device Purchase amount, resulting in a zero balance on the closed account. We regret any miscommunication that may have occurred regarding the returning of Ms***’s device and the closing of her accountIf she requires additional assistance, I can be contacted 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, Joyce PJoyce Pettie Executive Services Analyst

October 12, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, Nyree *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsNyree ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** disputed our continuing to assess a $Subsidized Phone Fee to her account after the satisfaction of her two-year service agreement, advising that she was previously informed that the charge would be removed. Ms*** requested that we remove the charge from her account and apply credits for the months the charge was already assessed since the satisfaction of her noted agreement We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billing. Our records reflect that she fulfilled the referenced two-year service agreement on July 2, 2017. As such, the disputed charge should no longer be assessed to her account. To remedy that matter, we updated Ms***’s account on October 6, 2017, to discontinue the $monthly Subsidized Phone Fee on Ms***’s referenced line of service and forwarded information to the appropriate back-office teams to review the apparent system failure During our conversation with Ms*** on October 11, 2017, we explained the details outlined above. We also assured her that we applied credits totaling $to her Sprint account to offset the Subsidized Phone Fees reflected on her July to September invoices plus applicable taxes, leaving her with a $account balance. We also explained that those credits plus the remaining prorated credit of $should be reflected on her October invoice. Ms*** expressed her satisfaction with our resolution We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance with this concern, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

I am writing in regards to the complaint ID #***. Please see the email from me that was sent to a Sprint employee regarding my service at a different Sprint location. While I do not feel that the Chesterfield location (the location for whom the complaint was made) made any attempt
to resolve my problem, I did receive the customer service I deserved and a solution to issue was received from employees at a separate location in town. I will retract my previous complaint because of the service and treatment received at a different location. Please free free to share my letter below, as I would still like other consumers to be aware of the business practices at the Sprint Corporate Store located in Chesterfield, MO.Sincerely, *** *** *** 9:AM (minutes ago)Sincerely,I am writing you to sing the praises of your employees at Sprint's corporate retail store located at *** *** *** in Ellisville, Missouri. On Wednesday evening, October 19, 2016, I went into the corporate store located in Chesterfield, MO, to exchange my Samsung Galaxy Note per the instructions of a Sprint representative via online chat. I was extremely frustrated and disappointed after leaving that location with my Note still in my possession as the employees in the store refused to exchange the device because the screen was cracked. I immediately called the location in Ellisville and spoke with a gentleman named ***, who very enthusiastically told me to get into their store so they can take care of the exchange for me. I went home that evening, and immediately made an appointment for the following day to visit that store.On the evening of Thursday, October 20th, after spending a couple of hours lodging formal complaints against the Chesterfield location with the Revdex.com, the Missouri Attorney General, and with Sprint's Corporate Headquarters, I very reluctantly headed to the Ellisville location. I had already felt defeated about my situation with the Note since the employees at the Chesterfield store made me feel like I was doing something wrong by trying to exchange a damaged telephone at no charge even though it was recalled by the manufacturer, and deemed as an unsafe device. I thought for sure that I was going to be treated the same at the Ellisville location. Boy was I wrong! I almost started crying when Retail Consultant Adrianne Cabiness told me she would gladly handle the exchange regardless of the cracked screen. I think I surprised her when I gave her a big hug as a thank you! She was gracious and accommodating as she assisted me with selecting a new device and transferring all of my data from the Note to the new phone. *** *** and *** *** were also working in the store that evening, and they too were extremely pleasant to work with. All three employees were eager to help not just me, but all of the other customers who walked into the store. I can honestly say, that they looked genuinely happy to be doing the work that they do. They made me feel like my business was the most important thing in the world to them. I walked out of that store feeling like I was on top of the world, all with a brand new Samsung Galaxy Sin my hand. I realize that you have probably been bombarded with complaint after complaint regarding the Samsung Note recall. I also realize that this recall was not the fault of Sprint or any of it's employees. I am extremely pleased that Sprint has taken the stance that they have with their company policy on the recall. I am impressed with the customer service that I have received from everyone at Sprint's customer service phone number and online chat. I am equally impressed with the treatment and service I received at the Ellisville location. As a former Vice President of Operations of a multi million dollar retail furniture store, I understand the importance and value of exemplary customer service. Unfortunately, I was treated unfairly and poorly at one location, which reflects badly on Sprint as a whole. Thank goodness the employees in Ellisville have much better respect for their customers, as I was getting ready to do all I could to break my contract with Sprint, and take my wireless business elsewhere. Because of my experience last night with Adrianne, *** and ***, I feel more than comfortable recommending Sprint to all of my friends and family.*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I spoke to someone while driving that said he’d call me 1/18/but didn’t & their records would show they didn’t
Regards,18/
*** ***

see attachment

Tell us why hereJuly 12, 2017 Revdex.comWard Parkway, Suite 200Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with the level of Sprint network coverage available in an area where he needs wireless communication for five months a year. Although our service in the area where he spends the other seven months a year is satisfactory, he requested that we terminate his services with no contractual obligation and provide a refund of his recent $payment We regret that our network services in Mr***’s referenced area has not met with his wireless communication needs or expectations. We identified that the service address he referenced is within Sprint coverage and that our network in that area appears to be operating within parameters with no recent outages or anomalies that would lead to the issues he described. However, as indicated in his inquiry, his specific location appears to be in an area with limited network access, perhaps due to topographical or other natural or man-made obstacles beyond our control. During our conversation with Mr***, we explained the information outlined above and advised that, in an effort to better pinpoint the source of his reported issues, we forwarded his concerns to an advance technical support team for further review. We also agreed to follow up with him once additional information is available. We confirmed that representatives of that team are working directly with Mr*** to troubleshoot and address his reported concerns. Mr*** is aware that we will continue to monitor this matter will remain involved and available to him until our technical support team has completed their investigation. We committed to follow up with Mr*** to ensure that a final resolution has been achieved by no later than July 14, 2017. He indicated his satisfaction with our actions and that follow-up. We regret any inconvenience this matter may have caused Mr*** but appreciate his patience as we strive to improve his Sprint network experience. If he has questions regarding this issue prior to our scheduled follow up, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean J.Executive Services Analyst

November 14, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** expressed his dissatisfaction with the level of service received while attempting to cancel his business account under the advertised day cancellation period, citing that he was dissatisfied with the network service in his home service area. Because of this, he states he notified Sprint of his desire to cancel and did not receive adequate information of the cancellation process, citing that he contacted Sprint on many occasions to address the billing reflected as owed, but received no assistance. Because of his fear of having his credit damaged, he paid the equipment fees assessed to the Sprint account as well as the monthly recurring chargesMr*** requested that he be refunded the assessed charges We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret that our network in Mr***’s area may not have met his wireless communication needs or expectations. However, as stated in our Terms and Conditions of Service, which can be reviewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere, and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Because Mr*** canceled his Sprint account, we are unable to fully investigate his concerns. We confirmed that on November 11, 2016, that Mr***’s device was received and that all assessed equipment lease cancellation charges have been removed. In addition, we confirmed that a refund in the amount of $has been refunded back to Mr***’s credit card. Banks normally post the transaction to the customer's account within five business days; however, some institutions, such as credit unions and smaller banks may take longer We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance related to this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. 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 me
Regards,
*** (***) ***

[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:
Sprint has resolved all my concerns with excellence- reminding me why I stayed with the company as my service provider for so long! Thank you Revdex.com for providing the platform for clear communication
Regards,
*** ***

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

January 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Rebuttal, *** *** *** Boost Mobile Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Boost Mobile product. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led her to contact your office once moreIn her follinquiry, Ms*** stated that she rejected our response to her previous complaint because she stated that her plan was previously $per month; however, she changed the plan in December due to her experiencing coverage related issues During our conversation with Ms*** on January 11, 2018, she requested to change her plan back to the $unlimited plan. As a result, we changed Ms***’s plan to the $unlimited plan and applied a credit in the amount of $to her account to offset the charge for the price plan change. Ms*** expressed her satisfaction with the resolution of this matter On behalf of Sprint, I apologize for any inconvenience this matter may have caused. If Ms*** has questions regarding this concern she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra OExecutive Services Analyst

March 31, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# ***, *** *** Sprint Account#XXXXX*** Sprint Case# *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** submitted on March 16, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Ms*** filing expresses her concern with a device return from her previous wireless providerMs*** stated that she cancelled her Sprint account and requested her iPhone device be returned, so she could return to her previous carrierMs*** requested that Sprint investigate her concerns and return her device Sprint investigated Ms***’ concerns. Based on review by our Sales team, we confirmed Sprint was able to return Ms***’s iPhone device We spoke with Ms*** on March 29, 2017, to confirm resolutionMs*** expressed her satisfaction with the resolution provided. We regret for any inconvenience this matter may have caused Ms***. If we can be of further assistance, Ms*** can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Ms.*** Ms.*** Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Even though I agreed to a refurbished phone and the ridiculous $add fee to my bill and then remove it, the phone was delivered to the wrong address after the address was provided to Sharon and we verified changeI verified this with UPSI then called and left a voicemail for SharonAs of yet I have received no shipping notice for the 2nd refurbished phone
Regards,
Nicole M***

[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: during my conversation w/Sprint rep, I was assured I would receive a refund for the payment I felt compelled to make ($20.42) due to the multiple harassing mail threatening collection agencies/damaging my credit. I only received notice that the credit was made to my account to close it out, but to date no refund has been received.
Regards,
*** ***

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern, The
above referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that she was misinformed on service plan pricing. She stated that she is paying higher than the amount she was quoted at the point of sale. As a result, she is requesting that her rate plan be at the offer that she stated was presented at the point of sale We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about 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. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. We regret any miscommunication that may have occurred regarding the plan pricing. We have changed the plan on Ms***’s account per her request and waived the disputed charges incurred for the previous planFurther, we have provided an additional one-time $courtesy credit to her account to bring the current balance to zeroMs*** confirmed that this resolved her issue We appreciate Ms*** for taking time to provide details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If I can be of further assistance with this matter, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr***We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated in October 2016, he went to one of our third party store to start service, and ordered the IPhone deviceHe said after paying the down payment, he was told it will take three months to get the device. Therefore, he changed his mind and cancelled the transactionMr*** further advised that after getting his down payment refunded, he received a letter from Sprint saying he owes $He then contacted customer service, and was told we have no record of such charge. In addition, Mr*** advised that his credit report reflects $balance from SprintAs a result, Mr*** is requesting to have the balance removed and this item off his credit report Our record reflects that Mr*** started service with us on October 2, 2016, and cancelled the account the same day. We also confirmed Mr*** spoke with our customer service representative on June 19, 2017, and the charges were adjustedIn addition, we 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 30, 2017, conversation with Mr***, the information outlined above was explained to him. Mr*** confirmed his issue has been resolved, and thanked us for our help We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this matter, Mr*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

November 1, 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 submitted by Ms*** ***. We appreciate the opportunity to address her account concerns According to the information provided, Ms*** stated that she began experiencing network performance issues within her first days of serviceShe also states that she is unable to surf the web and talk at the same time on her deviceAdditionally, she believes that she was mislead regarding purchase options for her devicesAs a result, she is requesting that Sprint address these matters We spoke with Ms*** on October 31, 2016, at which time we addressed her account concerns. We informed her that we are currently implementing significant upgrades in her area to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds. We are unable to provide a specific date for when those upgrades will be complete; however, our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact. In discussing the Simultaneous Voice and Data (SVD) feature with Ms***We explained that Simultaneous Voice and Data on a phone is available when connected to Wi-Fi, and at times on Sprint's data networks; however, Sprint cannot guarantee that customers will have the feature available to them while on the Sprint network. Furthermore, Sprint Spark devices are not capable of SVD unless connected to a network. This is due to these devices having a single radio for voice and data Because Ms*** has elected to cancel her service due to our service not meeting her wireless needs, we agreed to offset the lease installment billing and cancellation charges associated with wireless number ending *** with the condition that she returns her device to us in good condition. Because Ms*** indicated that she traded in her Sprint device for wireless line ending *** when she ported her number to the other service provider, we must sustain the lease cancellation charge and End of Lease purchase amount associated with wireless number ending ***. However, to facilitate the return of her other device, we sent a return kit to her home address. After the equipment is received in our warehouse, we will apply a credit to her account to offset the applicable lease billing and cancellation chargesPlease be aware that the label is time sensitive; therefore, the equipment should be returned within days from the date that the return label is received The above-referenced account will remain in “escalated status” with our office until November 18, 2016, to allow sufficient time for the equipment to be received in our warehouse. After November 18, 2016, the account will be released to our Customer Care department for general assistance We appreciate Ms*** for taking the time to provide us with the details of her experienceWe apologize for any miscommunication she may have received regarding the lease agreements on her accountWe are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance with this matter, he may contact the Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, through Friday, between a.mand p.m., Central Time Sincerely, Sean *** Executive Services Analyst

March 8,
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*** cited that she requested Sprint to cancel three of her six lines of service, which she stated was not processedShe stated that instead of canceling the lines that we changed their planShe requested a credit for the charges
We appreciate Ms*** providing us with the details of her customer service experience with our Customer Care representatives and her cancellation requestWe value our customers’ feedback and utilize such information to improve our training and processes
We regret any possible misunderstanding that may have occurred regarding
Ms***’s cancellation requestBased on the information provided and our review of Ms***’s Sprint account, we verified that she contacted our Customer Care department on February 15, 2016, inquiring about our cancellation processOur records reflect that we set telephone (xxx) xxx-*** and (xxx) xxx-*** to cancel on the last day of her billing cycle, on March 8, At that time, we identified that the third line, (xxx) xxx-*** was still under agreement obligation through April 2016, and that should she cancel said line that she would be assessed a $Early Termination Fee (ETF); this line was not canceled
During our discussion with Ms*** on March 1, 2016, we verified the information aboveIn an effort to reach a mutual resolve, we satisfied the terms of the subscriber agreement associated with the line ending in ***; we set both *** and the line ending in to cancel on March 8, Additionally, we applied a $credit to her account that remains active for (xxx) xxx-*** and (xxx) xxx-***, as a gesture of goodwill
We regret any inconvenience this matter may have causedIf we can be of further assistance related to this concern, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time
Sincerely,
LaDonna ***
Executive Services Analyst

June 12,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint account xxxxx
Sprint Case ***
Dear ***:
Sprint is in receipt of the inquiry filed by *** ***We
appreciate your assistance in bringing our customers’ concerns to our attention
According to the information received, Mr*** states that he returned his devices within the 14-day Sprint Satisfaction Guarantee return policy; however, his account was referred to a third-party collections agencyHe further states that Sprint advised him that it was a billing errorMr*** is requesting that we resolve his billing issue
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsYou can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged
According to our records, Mr*** device’s accelerated charges were not credited because his device was returned after his 14-day Sprint Satisfaction Guarantee return policyHowever, to resolve Mr***’s billing issue, we applied a credit to his account to offset his device’s accelerated charges, activation fees, taxes and applicable surchargesAs a result, his account is closed with a zero balanceAdditionally, we contacted RPM, the third-party collections agency, and requested that further collection efforts on this account be discontinuedFurther, RPM, the third-party collection agency will then update the credit bureaus to remove any negative reporting regarding this issue, and will send a deletion letter to Mr***Please allow up to days for completion of this process
We attempted to contact Mr*** by phone and by email on June 4, June 8, and June 9, 2015, to discuss his billing issue in detail; unfortunately, we were unable to reach him
We appreciate Mr*** taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and will utilize his input to improve our training and processes
We regret any inconvenience this matter may have causedIf I may be of further assistance regarding this issue, please contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** S
Executive Services Analyst