Sprint Corporation

September 6,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***
Sprint
Account xxxxx***, Meghan
***
Sprint Case ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced inquiry of MsMeghan ***. We appreciate your assistance in bringing our
customers’ concerns to our attention.
In the information provided, Ms*** expressed unfavorable
customer experience in addressing her service and billing. She stated that she experienced dropped
calls, no service and slow service.
Further, she states that she was offered our Freedom Unlimited plan at
the new customer advertised price. As a
result, she requested that we honor the quoted rate or allow her to cancel
We regret that our coverage in Ms***’ area may not
be meeting her wireless communication needs or expectations. We constantly monitor our network for service-
and capacity-related issues and work diligently to address any concerns we
identify or are brought to our attention by our customers. However, as outlined 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. 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. However, it is important to
note that certain areas may have limited or no coverage and that various
factors such as terrain, foliage, and buildings may affect actual coverage in a
particular area even when estimated to be within 'best' coverage.
In our effort to provide clear communication about our
devices, features, promotions and pricing, Sprint publishes an overview and our
retail brochures, displays, partner stores, and website at www.sprint.com
have not deviated from the published information. In our continued
efforts to provide all of our customers with the best pricing possible, we
cannot fulfill any verbal offers that deviate from the formal and approved
published device and/or service plan pricing
Our
records reflect that Ms*** updated her plan to the Freedom Unlimited
plan, effective August 6, 2017, for her two lines of service at $monthly
not including Total Equipment Protection at $per line or her $equipment
lease charges
We
spoke with Ms*** on August 25, 2017, regarding her service
dissatisfaction and Freedom unlimited plan.
We advised Ms*** that unfortunately, we are unable to honor the
quoted rate of $monthly for the unlimited Freedom plan. We explained that the plan for her existing
account is $monthly, but that she saves an additional $per line with
auto-pay, reducing the cost to $100. Ms
*** expressed her dissatisfaction with the information provided and
requested to cancel her services with return of the Sprint devices
In
an effort to mutually resolve this matter, we agreed to allow Ms*** the
opportunity to cancel her services with return of the leased devices to Sprint
in good working condition. After the
completion of the port-out, Ms*** will disable the “Find My Phone”
feature and notify our office so that we can mail her a RMA kit to facilitate
the return of the two Apple iPhone devices to Sprint. Once the devices have been returned to
our warehouse and their condition is confirmed, we will apply credit to her account to offset the
lease pay-off balance and purchase amounts.
However, we advised Ms*** that she is responsible for the billed
charges until she cancels. This offer is
valid for the next days
We regret any
inconvenience that this matter may have caused Ms*** and the loss of
her business. If we can be of further
assistance related to this concern, Ms*** can contact me by calling our
Executive & Regulatory Services department toll-free at ###-###-####,
ext***. I am available Monday through
Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
LaDonna ***
Executive Services Analyst

According to the information received, Ms*** stated that she was offered a free phone as part of a promotional offer. However, she continues to be billed for the phone. Ms*** requested that Sprint review this matter and apply the adjustments to the account In our effort
to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Upon investigation, our records reflect that Ms***’s account did not qualify for the free Samsung Galaxy JEmerge promotional offer because she did not meet the requirements of the promotion. However, in an effort to amicably resolve this matter, a onetime total adjustment of $on was applied to her account on September 6, 2017, to emulate the total credit which would be applied for the free phone. Please note that account credits are not applied toward equipment installment billing or lease charges. Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date. We spoke with Ms*** on September 8, 2017, and advised her of the above information. Ms*** confirmed that she is satisfied with the resolution We appreciate Ms***’s taking the time to provide details of his experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review

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

January 16, 2018 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID
*** Sprint Account XXXXX5240, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, submitted on December 18, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s filing, she states that in May she upgraded to a Sharp phone that was supposed to bill at $per month, but she was charged $per monthFurthermore, in August she states that she leased a phone and was told that after the lease was fulfilled, she would continue to make lease payments that would go toward the equipment purchase costShe states that she later learned that she was being charged for month to month installments that did not go toward the purchase cost of the equipmentShe further states that in January 2017, she added a new line of service and only wanted to activate one new phone; however, she was advised of a Buy One Get One (BOGO) offerShe opted to take advantage of the promotionShe states that she paid $upfront because she purchased a device with higher memory than the promotional offer covered, and she was then charged a higher monthly installment for the deviceShe states that she has called in multiple times to address this matter with no resolutionAs a result, Ms*** is requesting a credit of $she states that she was promised for international charges, $for charges associated with a Sharp phone, the $month to month charges for the iPhone Plus credited, $monthly fees for the iPhone 5c credited, and the iPhone 6s and iPhone Plus to be free as extended per the promotion. We spoke with Ms*** on December 22, 2017, and January and 10, 2018, regarding her concernsAfter account review, we confirmed that line ending in was upgraded to the Sharp Aquos Crystal Phone on May 9, However, as outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the charges. You do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interrupted. Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoiceFurthermore, the line in question upgraded to the iPhone Plus and entered into a new equipment agreement on August 13, In response to the lease associated with the iPhone Plus on line ending in 5645, we explained upon expiration of the lease term, a customer has the option to return the device to us in good condition and upgrade to a new device, purchase the device at the purchase option price set forth, or retain the device and extend the lease agreement on a month-to-month basis under the terms of the Lease AgreementThe lease has since been cancelled as the line was ported out December 14, To date, we have not received the iPhone Plus in our warehouse. In response to the Lease One Get One (LOGO) offer, Ms*** states that she took advantage of the offer on lines ending in and Also, she states that she took advantage of the promotion on lines ending in and After account review, we confirmed that lines ending in and were ported out on December 14, As a result, any promotional offers extended and accepted are voided as the lines are no longer active on the account in questionFurthermore, the $upfront cost was for the down payment associated with the equipment, not the increased memory which was included in the billed monthly installments After account review, we determined we were unable to identify any billing errorsMs*** spoke with our internal escalations team on December 14, At her request, the call was pulled and reviewed in regard to the $credit she states that she was offeredBased on our findings, we confirmed that a credit offer was not extendedAs a result, there are no credits due to the account in questionCurrently, lines ending in and are the remaining lines on the account in question and are suspended at this timeShould Ms*** have any further questions or concerns in regard to these matters, she can contact our office directly at her earliest opportunity We appreciate Ms*** for taking the time to provide us with details of her 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 this matter may have caused Ms***. If I may be of further assistance regarding this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToyaP.LaToya PowellExecutive 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,
Nene ***

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,
*** ***

April 11,
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 inquiry of *** *** *** submitted on March 29, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to address his billing concernsMr*** further stated that upon activating his account in June 2016, he visited a Sprint Retail Store location and was advised that upon activating his account at the Sprint Retail Store location, he would receive an adjustment of $50, per line of service within days of activationAdditionally, he stated that Sprint advised him that his Activation Fee charges would be waivedAs such, Mr*** requested that Sprint review these matters, apply an adjustment totaling $and adjust his initial Activation Fee charges
Sprint has reviewed Mr***’s complaintOur records reflect that on June 9, 2016, the account holder, Mr*** portphone numbers ending in *** and *** and purchased and activated two, iPhone 6s devices via Sprint’s Lease and Buy-One-Get-One (BOGO) promotional programsPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
Furthermore, as per Mr***’s signed Service and Lease Agreements on June 9, 2016, phone numbers ending in *** and *** were enrolled in the iPhone BOGO promotion and 50% competitor planPlease note that the iPhone BOGO promotion was available to new and existing customers that purchased iPhone 6s devices via a new line of service or upgradeCustomers would pay the monthly Lease or Monthly Installment Billing charge on one device and receive a monthly service credit for the second device, based on the length of the selected termOur records reflect that Mr*** was receiving the $BOGO promotional credit as reflected on his billing statements
Additionally, please be advised that effective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% off competitor planTo participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipment with a $monthly adjustment, per line upon enrollment in our Automatic Payment programThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets until December 31, Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage of $per gigabyteFor more information about Sprint’s 50% off competitor plan promotion, please visit www.sprint.com/halfpriceAs such, his June through March billing statements reflect that his price plan indicated that he was charged for our 50% off competitor plan for $for the shared Data, plus $12.50, per line for unlimited Talk and Text and $for the BOGO leased devices; equaling $76.39, plus taxes, fees and Surcharges
We regret any possible misunderstanding that may have occurred related to the activation of Mr***’s account on June 9, However, please be advised that Mr***’s signed Service and Lease Agreements do not reflect a promise or agreement to receive two, $adjustments or waiver of his Activation Fee charges totaling $Based on a review of the aforementioned information, we were unable to confirm any sales related billing errors
We spoke with Mr*** on April 11, 2017, and relayed the aforementioned information to himIn an effort to further resolve his account concerns, Sprint applied a one time adjustment totaling $160, to offset a portion of his January through March billing statementsAs such, the adjustment will be reflected on his next billing statementMr*** has expressed his satisfaction regarding the resolution of his account concerns
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can 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,
Chanda L
Executive and Regulatory 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,
*** ***

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

June 15, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr*** ***, submitted on behalf of the account holder, Ms*** ***, to our attention. We regret any inconvenience that they may have experienced in this matter. Based on the information received from Mr***, he states that he had an unfavorable customer experience while attempting to address his account concerns. Further, he requests that the monthly service charges assessed to the account be reduced. We attempted to discuss the above-referenced matter with Mr*** on June 2, and 14, 2017. We also sent him a letter via the U.SMail asking him to contact us. Unfortunately, we have been unable to reach Mr*** via phone, email or the USMail. 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 complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience. Upon our initial review, we were unable to identify a Sprint billing error on Ms***’s account. However, we welcome Mror Ms*** to contact us so that we can provide the details of our account findings, and address their billing concerns. We appreciate Mr*** for taking the time to provide us with the details of his 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. If the ***s need further assistance with this matter, I can be contacted 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, Patricia S.Executive Services Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by 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

[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 meHowever, I would like to clarify that the follresponse is incorrect as to the device it referencesThe device was not an HTC Desire ***, it was an HTC Desire ***
Regards,
*** ***

July 28, 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 complaint of Mr*** ***, submitted on July 6, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he states that he purchased a Samsung Note from eBay and went into his local Sprint store to start service in September At that time, he states that he was signing paperwork and noticed that one of the documents indicated that he would be signing a two-year subscriber agreementHe states that he inquired about it and he was assured that it was just a formalityHe has since cancelled his services, and was charged an Early Termination Fee (ETF)Mr*** is requesting a waiver of the ETF due to misinformation he received. We spoke with Mr*** on July and 26, 2017, regarding his concernsOur office partnered with store management for further investigationBased on our findings, we applied a credit to the account of $to offset the ETF reflected on the July statementWith this credit, the current balance on the account is $Mr*** expressed his satisfaction with the actions taken. We appreciate Mr*** for taking time to provide details of his 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. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToyaP.LaToya P.Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced complaint of *** *** submitted on May 24, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information received, Mr*** expressed his dissatisfaction with his account being assessed international data roaming charges while traveling outside of the country. Mr*** requested that Sprint review this matter and take the appropriate action Sprint has reviewed Mr***’s complaint. Our records indicate that phone number ending in *** was assessed data roaming charges as indicated on his May billing statement, due to exceeding 1GB of international data roamingPlease note that Sprint currently offers a number of tools available to assist customers with the management of their wireless bills and voice, data and text messaging. A customer can dial *from their Sprint phone to receive text, data, and voice minute usage via an Interactive Voice Response (IVR) platformExisting customers with a designated preferred communication method on file will be notified if they incur voice, text or data overagesSprint also identifies and alerts customers through outbound calls or texts when they incur extremely and unusually high overages for the first time. In addition, our customers can access and manage their accounts 24/by logging on to MySprint.com. Customers can access this site on their smartphone or personal computer to easily view any alerts or notifications involving their account. Our records reflect that Mr***’s account is established to receive text message notifications, per his preferred method of communication. As a result, during the April 12, through May 12, billing periods, Sprint sent text message notifications to phone line ending in *** advising him that he has exceeded 1GB of international data roaming. Our records further indicate that Mr*** contacted our Customer Care group on May 25, 2017, regarding his billing concerns. In response to his billing concerns, our Customer Care group agreed to apply an adjustment to Mr***’s account to offset the data roaming charges as indicated on his May billing statement, as a courtesy. Thereafter, Mr*** remitted a payment on June 2, 2017, to satisfy the remaining balance on his account, leaving his account active with a zero balance. In an effort to ensure that Sprint has satisfactorily resolved Mr***’s billing concerns, we attempted to contact him via phone and e-mail on May 26, and of 2017, and June 2, 2017. In addition, we mailed a letter to his address on file on June 2, 2017, advising him of our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a return call from Mr***. Therefore, we continued with our efforts to Mr*** on June 5, 2017, without success. Should Mr*** require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, 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 complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, ext., *** Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: all I'm getting is the run around! everytime Taheera calls its the same old information! like I said no one at the sprint store ever mentioned anything about registering online, all I was told was to bring in the final bill and they would pay up to $per line switchedI even took phones that were from Verizon to get the screens fixed because Sprint would not take them if they were cracked! I did everything on my part when I switched thinking I was getting a good deal on my bill and serviceand now all I get is "sorry for the inconvenience this has caused"
Regards,
*** ***

[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 am still not pleased with the answer I was given as my account is still being interrupted, and the only response I received is to pay the bill, and once its current they will helpI was also told that I should look for a new phone company provider as they have done all they can, which is not a lot but pass me around from department to department, each time I reached out to I am forwarded to the finacial department and and was given the date my contract is up, I am so disappointed, and feels like my trust in the company I have been with over 10+ years has been lost as no one has attempted to help because I had a balance over due, which I was told by a representative to not pay until was contacted by some oneI have done all that they have advised me to do and I am still experiencing the same issues my plans now are still uncertain going forward as I'm still confused but will pay the balance due as I was told by numerous departments and hopefully they are able to help
Regards,
*** ***

July 20, 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 the information provided, Mr*** expressed his dissatisfaction with the length of time it has taken for Sprint to send the funds to pay the termination fees assessed with his previous service provider, as a result of switching to Sprint in March 2016, citing that he never received the envelopes which would allow him to send in his equipment from his old provider as part of our Switch to Sprint promotional offer. In addition, he stated that after visiting multiple Sprint stores to attempt to address his concerns regarding the payout, he was able to leave his old equipment with the Sprint store since he had not received the return envelopes to satisfy the promotional requirement. Mr*** further outlined that since the phones were turn in, he has received a $credit on his Sprint bill; however, he has yet to receive the American Express (AMEX) cards promised and he cannot afford to continue to pay Sprint and his old service provider We regret any possible misunderstanding that may have occurred related to our referenced Switch to Sprint promotion. As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card (less travalue provided at the point of sale) after on-line registration with a port in or new phone activation. Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract BuyoutEligible switching fees include Early Termination or Equipment installment balanceTaxes, surcharges, service plan charges, usage charges and late payment fees are not included Our records reflect that Mr*** qualified for the promotional offer by porting his mobile numbers to our network and completing the online registration; however, the promotional payout was denied on April 28, 2016, as the equipment from his previous provider did not reflect as returned During our July 13, 2016, discussion with Mr*** we provided the information outlined aboveAt that time we explained that as it was verified that the respective equipment from the previous carrier has been returned to the retail location, the request for the AMEX card payout in the amount of $and $have been approved and will be shipped to the address listed on the account no later than July 16, 2016, with expected 7-business day delivery. Mr*** has our direct contact information and has agreed to reach out to us directly if the AMEX cards are not received within the allotted timeframe above On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***, as well as any delay in bringing his promotional offer concerns to resolution. If I can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Jason A***Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of Mr*** *** on behalf of *** ***This complaint was served to Sprint on January 8, We appreciate your assistance in bringing our customers’ concerns to our attention
Mr***’s filing expressed his
dissatisfaction with the level of customer service he received from our Customer Care group while attempting to resolve the billing issue on his accountAccording to Mr***, his account was assessed taxes for the city of Rosemont, IL, while residing in Schaumburg, ILFurthermore, Mr*** expressed his dissatisfaction with his account being assessed taxes for Chicago, ILMr*** requested that Sprint review this matter and apply the appropriate adjustments to his account
We are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and his concerns have been forwarded to the appropriate managerial staff for further review
We regret any possible misunderstanding that may have occurred related to the Rosemont, IL city taxes and the Chicago, IL taxes assessed by SprintThe taxes, Surcharges, and other Regulatory obligations that are reflected on our monthly billing are based on government assessments imposed upon SprintThe city and state where the billing invoice is received determines the types of charges assessed, as well as the ratesThese charges are not eligible to be altered or waived
Sprint has thoroughly reviewed Mr***’s complaintAccording to our records, on May 25, 2015, phone number ending in was transferred to *** ***’s account, account number xxxxx***, which was associated with a billing address in Rosemont, IL As a result, the account was assessed Rosemont, IL city taxes as reflected on the monthly invoicesOn January 3, 2016, Mr***’s address was updated to a Schaumburg, IL address and the January invoice will reflect the appropriate tax jurisdictionPlease be advised, that we have concluded that Rosemont, IL and Schaumburg, IL have the same city tax rate of 18.26%As such, no tax credits or refunds are warranted for this matter
With regard to the Chicago, IL taxes, our records indicate that Mr***’s account was associated with billing address in Chicago, IL As a result, this generated the Chicago, IL taxes as reflected on the monthly invoicesOn January 3, 2016, Mr***’s address was updated to a Schaumburg, IL address, which will reflect on the January invoicePlease note the tax difference between Chicago, IL and Schaumburg, IL for phone number ending in *** is $To amicably resolve this matter, on January 13, 2016, we agreed to apply a one-time courtesy adjustment of $to the account to offset the difference for the Chicago, IL taxes reflected on the June through December invoices
We spoke with Mr*** on January 13, 2016, and provided him with our findings and resolutionMr*** expressed his satisfaction with our resolution and confirmed that he has no further issuesWe apologize for any inconvenience this matter may have caused Mr***

September 26,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Charles S***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-noted inquiry of MrCharles
S*We appreciate your bringing our customers’ concerns to our attention
In his inquiry, MrCharles S*** stated that an unauthorized payment was deducted from his credit cards without his authorizationHe further stated that he was able to dispute through his bank; however, he believes that he should be compensated
We appreciate MrS***’ taking the time to provide us with details regarding his experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any misunderstanding that may have occurred related to the referenced matterOur records indicate one of our customers contacted our Customer Care department on August 22, 2017, to make a payment on Sprint account XXXXXHe provided the full digit credit card number, expiration date and three digit security codeHe also authorized the representative to set up a payment arrangement to process a payment with that credit card on August 28,
Our records further reflect that MrS*** disputed the referenced payment directly with his bankHowever, based on the information in MrS***’ inquiry, we processed a refund in the amount of $on September 15, 2017; therefore, it should have posted back to his credit card within business daysHowever some institutions, such as credit unions and smaller banks may take longerMrS*** should follow up with his bank directly if the refund is not reflectedAlthough we were unable to determine a Sprint error, as a one-time courtesy, we applied credits totaling $to MrS***' Sprint account XXXXXto offset the monthly service charge on his primary line of service and the late fee that is reflected on his September invoiceThose credits will be reflected on his next invoice
Although we were unable to speak with MrS*** directly to discuss the actions noted above or to discuss his billing concerns in detail, we believe that his reported issues have been fully resolvedHowever, if we can be of further assistance regarding this matter, MrS*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst