Sprint Corporation

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

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

[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 have been with the company for over two yrs and have sent in and have records of poor service complaintsTen dollars a month is not an acceptable offer to compensate for the inconvenience your poor quality service has causedSprint has a record for terrible service, If a better compensation deal cannot not be reached I have contacted a lawyer and will be filing the necessary paperworkThis company had no clue what was going on and have showed no haste into fixing the problem in my area they are negligent and don’t even seem to really care about what is going on in the areaThey are riding on peoples contracts while knowing they have a cellular issue of congestion.
Regards,
Chad J***

[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,
*** ***

[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
Text message from Sprint: SprintFreeMsg On 12/01/2016, a $account credit was applied; it posts in minutesSign in to view details at sprint.us/mysprint in My Bill section
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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

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

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

*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Complaint of *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding Sprint account
XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to resolve a recent promotion issue
Mr*** ported his numbers from T-Mobile to Sprint due to a promotion that would provide prepaid cards to offset termination fees from his previous carrierHe states that cancelled his Sprint account when he was unable to obtain these cards after months
We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review
We regret any delay in the processing of Mr***’s prepaid cards as well as the circumstances that led to his canceling service with usAlthough the charges are valid, to demonstrate our commitment to excellence we agreed to credit the outstanding balance in lieu of processing the prepaid cardsThis offer is contingent upon Mr*** providing the final invoice from his previous wireless provider reflecting the Early Termination Fees that were assessed as a result of him porting his numbers to SprintAfter the documentation is received in our office, we will apply credits to his account in the amount of $1, to offset the disputed balance, and no additional payment will be due
We will also contact the third-party collections agency, and request that further collection efforts on this account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days from the date that we apply the credits for completion of this process
We are pleased that we were able to resolve these concerns to Mr***’s satisfactionIf we can be of further assistance regarding these matters during the interim, you or Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
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:
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,
*** ***

Hello,Please close this complaint as resolvedMy issues were addressed and the problem rectified.Kind Regards, *** ***

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, according to the terms and conditions listed in their response but also as outlined in my email communication with them - something not alluded to in that response. It is a minor note and likely irrelevant. However I do wish to clarify those few details yet unmentioned, for the record. Following are the details to that I am referring to.I was contacted by *** on December 16, to negotiate a settlement. After some discussion the terms were agreed upon and she said she would issue a UPS label for the return of both phones. I then requested that she put into writing the terms and conditions of our negotiated settlement - fearing that without a written document I would be held fully liable if anything went wrong (the phones got lost while being shipped back, the warehouse misplaced them etc...). I received the shipping label the following day, December but the email did not include the written verifications I had requested. I then reiterated everything we had agreed upon the previous day and replied, asking her to put these facts into writing. The following day she verified, in writing, that everything I had detailed out was correct, which was a satisfactory form of confirmation for me. Regarding the return of the phones and the time limit being imposed by Sprint on said return...During our initial phone conversation I explained that I would attempt to ship the phones back before Christmas but that due to our travel plans I might have to complete the transaction upon my return. I reminded her that the UPS return shipping label was only good until December 27th and requested she issue a new one, explaining that I would email her as soon as I was home so she could email a new one at that time. We ended up having a family emergency during Christmas and finally arrived home tonight, our trip having been extended by that emergency. I will update her this morning and request the new shipping label. However, I noticed, near the end of her "MESSAGE FROM BUSINESS" response that her offer is only, "...valid for a period of days for the date of this response" which was on December 28th. The word "for" in the later part of the sentence I believe is a typo, which I assume should read "from". That being the case I have until January 12, to complete this transaction, according to the terms and conditions negotiated thus far. Note: I was not informed of a timeline, neither in writing nor verbally during our initial communication. Today is the first time I've been made aware of its existence - which leads me to the point of this email. I am concerned about being able to get both phones returned to Sprint in time. Tomorrow morning I will contact the new cell phone provider and request expedited shipping for the replacement phones. Once received I will have all the contacts etctransferred ASAP at the local store and ship the sprint phones back, per our agreement. This is assuming, of course, that *** reissues a new shipping label. However, due to the delay caused by the New Year holiday etcand our unexpected, extended time away I am left with less time than I feel comfortable with. But, as mentioned in the beginning of this email all of this is likely a minor note and probably irrelevant. However, I wanted to mention it - for the record. I do not expect any but the obvious delays, but if something happens - as has been my luck with Sprint - until now, and I run in to any inexplicable complications (Like Verizon taking months to provide me with the itemized statement Sprint needed to issue the Visa Reward cards to pay off the termination fees...?) than I want all of these details documented so that it is a known fact that I am acting in due diligence in attempting to comply with Sprints timeline request (previously unmentioned) and thus, if the phones are returned a few days outside of their day window they will still be willing to honor our agreement.Thank you for your time and help in this matter!
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

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** D *** Account XXXXX*** 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 ongoing unresolved network coverage issues. He also described unfavorable customer experiences during his multiple attempts to address those concerns. He requested that we provide a reduction of his final charges and allow him to pay off his remaining device lease charges over the next three months We regret that our network services may have fallen below Mr***’s wireless communication needs and expectations, as well as any possible delay in addressing those concerns. We spoke with Mr*** on June 5, 2017, and confirmed that he ported his mobile number on May 13, 2017, from our network to a different provider. We also explained that, although we were unable to identify any network outages or anomalies that would lead to the service issues he reported, we applied credits totaling $to his account to offset his final month’s service charges in full, as a one-time courtesy exception. We also explained that an additional credit of $was systematically applied to Mr***’s account on June 7, 2017, toward his equipment lease charges, leaving his account now in closed status with an adjusted balance of $due by July 5, 2017. Mr*** acknowledged his acceptance of that information and our resolution 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 Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this concern may have caused Mr***, as well as the loss of his business. If we can be of further assistance with these matters, he can contact me by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** requested that we terminate her Sprint services due to her ongoing dissatisfaction with the increasing cost of her services and the level of customer service provided by our representatives We regret the circumstances that led to Ms***’ request, as well as any difficulty she may have experienced with our representatives. During our review, we were unable to identify any error related to Ms***’ Sprint billing. However, we appreciate her taking time to provide details of her experience with our Customer Care and Consumer Finance 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 her concerns will be forwarded to the appropriate managerial staff for further review During our June 11, 2016, discussion with Ms***, we thanked her for her candid feedback regarding her Customer Care interactions and assured her that we remain committed to customer satisfaction. She elaborated on her reported concerns and advised that her specific concerns related to her attempts to establish arrangements to remit payment toward her past-due account balance. We explained that, while we regret any possible misunderstanding that may have occurred regarding her referenced payment arrangement and the subsequent interruption of services to her Sprint account, our records reflect that her services were interrupted on June 25, 2016, due to our receiving notification from her financial institution that her payment of $dated June 18, 2016, was returned as unpaid. Our records further reflect that she subsequently agreed to remit payment of $via credit card on July 9, 2016. Unfortunately, due to information provided to us by Ms***’ financial institution, we were unable to process the referenced payment as scheduled, and we notified Ms*** via e-mail on July 9, 2016, requesting that she process a payment using another source to prevent service interruption. Because no payment was received in a timely manner, Ms***’ services were suspended for non-payment on June 11, Ms*** remitted a payment of $on July 11, 2016, and set up a future-dated payment of $using a different credit card to be processed on July 22, 2016. As a result, her services were restored. We are pleased to note that, as a result of that interaction, Ms*** confirmed that her issues were addressed and resolved to her satisfaction We regret any inconvenience these matters may have caused, and we appreciate Ms***’ continued business. If we can be of additional assistance with these concerns, we invite Ms*** to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

April 7, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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 that when he initiated the installment billing on his HTC Bolt device he was advised that he would receive a $Loyalty Credit towards the monthly payment of the deviceHe stated that his most recent invoice does not reflect the $Loyalty CreditAs a result, he is requesting that we add the loyalty credit to his 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 web site at www.sprint.com have not deviated from the published information. As stated in our prior Lease Promotion Loyalty Credit, customers must have a device with an active lease agreement on a qualified legacy plan. We regret any misunderstanding that may have occurred related to Mr***’s eligibility for the referenced $promotional Loyalty Credit offer. Our records reflect that Mr*** subscribes to a service plan that is not eligible to receive the promotional credit. During our March 31, 2017, conversation with Mr***, we explained the details outlined above. Further, we advised him that as a one-time courtesy and due to any possible misunderstanding that may have occurred we would apply a lump sum credit of $in lieu of the $Loyalty Credit for months. Further, we canceled the installment billing agreement and Mr*** is responsible for the $remaining balance. Mr*** accepted the offer and is satisfied with the resolution If we can be of further assistance with these matters, or if MsBray would like to accept our offer, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

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

June 7, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Ms*** states that she has two defective devices and has been unsuccessful at getting them replaced through Sprint. As a result, she is requesting that Sprint replace her defective phones without her having to pay another activation fee or a restocking fee We regret that Ms***’s experience with her devices is falling short of her expectationsSprint does not manufacture any device that is associated with our service and we are not responsible for any defects of the manufacturer. However, should customers experience device issues, it is necessary that they visit a Sprint service and repair center to have their device tested and/or repaired at no additional charge while they wait, as long as the device is repairable and they subscribe to our Total Equipment Protection program. Alternatively, if the device is still within the limited one-year manufacturer warranty period, a customer may send the defective device directly to the manufacturer for repair or replacement under the provisions of the manufacturer’s limited one-year warrantyIf the device is replaced under the provisions of the manufacturer’s limited one-year warranty, it will be replaced with a reconditioned device of the same model During our discussion with Ms***, she confirmed that she has received a replacement device via her local Sprint service center and her issues have been resolved. We regret any possible misunderstanding regarding the warranty options on her accountAlthough we were unable to identify a Sprint billing error regarding this matter, we applied one-time credits totaling $to the account as a gesture of goodwill, and to bring closure to this matterMs*** expressed her satisfaction with this resolution. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving 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 for further review If Ms*** needs further assistance with this matter, she may contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Analyst

May 5,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** I***
Sprint Account Unknown
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** I
***We appreciate your assistance in bringing our customer’s concerns to our attention
In the information provided, Ms*** stated that she was provided misinformation at the point of sale regarding the terms of a recent Buy One Get One Free (BOGO) promotion, that payments remitted to her Sprint account were not applied toward her financed device billing as she intended, and that we added a two-year term agreement to her account without her consentShe requested that we reallocate her payment toward her device pursuant to the terms of the BOGO offer and remove the term agreement from her account
We regret any possible misunderstanding that may have occurred related to Ms***’ equipment billing and the terms of our BOGO promotional offerThat offer allows participating customers the option of obtaining a device of select models and receiving a second device of the same model free when purchased with one of our billing installment purchase agreements, with other requirements and restrictions requiredTo remain qualified for the promotional offer, the equipment must be activated and remain active for the full length of the installment billing agreement term to allow the respective BOGO credit to systematically applyIn the event that a line participating in a BOGO offer terminates prior to the satisfaction of the installment term, the BOGO promotional credit will cease to award, and additional equipment charges may become applicableAdditional details related to our BOGO credit terms are available on our website at www.sprint.com/promotions
Unfortunately, we have been unable to locate a Sprint account with the information provided in Ms***’ inquiry, and our attempts to contact her via telephone and e-mail on April and and May 3, 2017, to discuss her reported concerns in detail were unsuccessfulWe also sent a letter to Ms*** at the address provided in her inquiry on April 28, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly to discuss her reported concerns in detail and provide us with valid account and contact telephone numbersTo date, we have not received a response from Ms***
We regret any inconvenience Ms*** may have experienced as a result of these issuesWe believe that we can fully address her reported concerns, and we look forward to having the opportunity to do soAs such, if we can be of further assistance with these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand 6p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst