Sprint Corporation

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the
above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Ms*** ***’s inquiry, she disputed the final balance due reflected on her closed Sprint account, advising that she was informed that her account had a final balance of zero when she recently returned her leased device to one of our retail locations. She requested that we provide confirmation that her balance has been brought to zero We regret any possible misunderstanding that may have occurred related to Ms***’s Sprint account balance. Our records reflect that the device lease agreement associated with her returned device was canceled upon our receipt of that equipment on June 2, 2017, and that credits totaling $were applied to her account on June 7, 2017, to offset the disputed equipment charges, leaving a final balance due of $for services. As a one-time courtesy due to any possible miscommunication that may have occurred related to her account balance, we applied a credit of $to Ms***’s account on July 3, 2017to offset her account balance in full. As a result, her account is now in closed status with a zero balance. During our July 3, 2017, conversation with Ms***, we explained the information outlined above. We are pleased to advise that she confirmed her satisfaction with our actions We appreciate Ms***’s taking time to provide details of her experience with our Customer Care and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial staff for further review We regret the loss of Ms***’s business. If we can be of further assistance with these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Wednesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Katherine DExecutive 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,
Michael ***

---------- Forwarded message ----------From: Daniel Hinkle Date: Sat, Apr 23, at 12:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #11190203.To: Revdex.com
Complaint is resolvedPlease update

April 12, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she switched to Sprint based on an offer she received that included reimbursement of the cancellation charges she incurred from her former carrier. Ms*** advised that after utilizing the service, she noted problems texting and decided to switch back to her former carrier within the Sprint Satisfaction Guarantee. Ms*** advised that it cost her $1,to switch to Sprint, and she is requesting that the buyout promotion be honored We regret that our service did not meet Ms***’s expectations. The Switch to Sprint offer stipulates the account must be active for the offer to be awarded. Because Ms*** canceled her service with the Sprint Satisfaction Guarantee, she is no longer eligible for reimbursement of the cancellation fees. We contacted Ms*** and explained our findings to her. Although she was dissatisfied with the information we provided, she stated that she understood our findings and accepted our position to decline her request for reimbursement If Ms*** has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst Tell us why here

[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: Sprint's representative should have done his job right at the time of closing my account with sprint and remove my name as the account owner as I had requested himIt is Sprint's responsibility that I am still listed as the account owner instead of my fatherThe sprint executive not only didn't correct the mistake they had made a year ago, but she offered me to pay about another $to cancel the account on top of the $I had already paid unfairlyI think their offer is not fair and they did not offer anything to satisfy their former customerAlso they did not even mention anything about refunding the $I had already paid as I had requested
Regards,
*** ***

July 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** M*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** M***We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** states that she returned to Sprint after being presented with an offer of four lines of service for $per month with free phones. In addition, she stated that she was given a mobile hotspot device that was to be included with her new plan. Ms*** states that that her bill has yet to be the outlined amount. Ms*** also expressed her dissatisfaction with the Sprint service, stating that she experiences bad connections, lost calls, and delayed text messages. As a result, Ms*** requested to have the outlined plan information honored and for the device Installment Billing Agreements (IBA) to be removed, as the devices should have been free. She is also stated that she believes she should not be assessed cancellation fess if she decides to leave Sprint We regret the circumstances that led to Ms***’s filing of this complaint. Our records reflect that Ms*** is being billed for the *** 25GB 50% off for $per month service charge for lines and an additional $Phone Access Charge per line. Further, she is being awarded a $credit per month, per line to offset the $devices’ monthly installment billing chargeBased on the outlined information, Ms*** is being billed correctly, as her monthly bill average is $before taxes During our discussion with Ms*** on June 28, 2017, we explained our aforementioned findings, and that we were unable to identify a Sprint billing error. Ms*** was billed per the terms of both her service plan and the hotspot line of service she added. However, in an effort to reach an amicable resolution, and bring closure to this matter, we offered to cancel the service on the hotspot line of service ending in *** and waive the applicable cancellation charges with the return of its corresponding device in like new condition. In addition, we engaged our Network team, and they are working diligently with Ms*** to address and resolve her service concerns. We are pleased to inform you that Ms*** expressed her satisfaction with the outlined information and our handling of the matter. We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

October 6, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** stated that his monthly Sprint charges are higher than those presented to him when he activated his Sprint services. Mr*** request Sprint to apply service credits to reduce his monthly invoice We regret any misunderstanding that may have occurred regarding Mr***’s monthly service and equipment billing. We were unable to identify any promotional offer providing unlimited talk, text, and data services for $59.99, when Mr*** activated his new Sprint account on May 18, 2015. Further, we confirmed that Mr*** received his original transactional summary at the time of activation which provided the details of his monthly service price plan. During our conversation with Mr*** on October 4, 2017, we explained the above-noted information. However, although we are unable to identify any error on the part of Sprint related to this matter, we applied one-time service credits totaling $to his account on October 5, 2017. That credit will be reflected on Mr***’s October invoiceMr*** confirmed that his issues have been resolved to his satisfaction We regret any inconvenience these matters may have caused. 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, Lori KExecutive Services Analyst

January 29,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account xxxxx**
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***
We appreciate your assistance in bringing Ms***'s concerns to our attention
In the information received, Ms*** indicated that she did not receive a final invoice reflecting an Early Termination Fee, as she had requested on four separate occasionsIn addition, she advised that she did not receive a promotional award for the Switch to Sprint promotion
We regret that Ms*** was unable to receive the information that she had requestedSprint provides invoice copies to our customers via U.Spostal service, eBill, our website at www.sprint.com, and/or qualified devices at Sprint ZoneIn addition, Bill reprints are available for recent invoices upon requestA $Bill Reprint fee may be assessed
During our January 25, 2016, conversation with Ms***, we learned that she had received Sprint billing information; however, it was not in a format, or did not contain information acceptable to the other carrier for reimbursement of Early Termination FeesOur research revealed that Ms*** did not incur Early Termination Fees for cancellation of services; however, she did incur accelerated lease charges for early returns of her devicesIn addition, these charges were not reflected on her final invoice; but rather, were reflected on her October 21, 205, invoiceFinally, Ms*** confirmed that she had not qualified for the Switch to Sprint promotionShe had not registered via our website at www.sprint.com/jointoday and provided copies of the charges to be reimbursed from the other carrier within the allotted periodWe regret that Ms*** missed this opportunityAs we discussed on January 25, 2016, we are unable to accept her application for promotion or apply a promotional award to her canceled account
TO resolve her concerns, we arranged for Ms*** to receive a copy of her October 21, 2015, invoice as she requestedIn addition, we waived the $Bill Reprint feeMs*** confirmed that she received the invoice copy and expressed satisfaction with our resolution
If we can be of any further assistance in this matter, Ms*** can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case ***I am available from a.mto p.m., Central Time, Monday through Friday
Sincerely,
Stan S
Executive Services Analyst

April 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of
Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the inquiry, Ms.*** stated that in December 2015, she was offered three tablets at no cost. Ms*** stated that she accepted the tablets and realized that she was billed $per month on each subscription. Further, she stated that she recently canceled the tablets and was billed a $Early Termination Fee for each Tablet. Ms*** is requesting a resolution to this matter In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our conversation with Ms*** on April 3, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue. Further, she informed us that her issues have been previously resolved by our Customer Care group. We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

November 10,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Lachelle ***
Sprint Account XXXXX
Sprint Case ***
To Whom It May Concern:
Sprint
is in receipt of the above-referenced inquiry of MsLachelle ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** stated that her invoices do not reflect the agreed-upon credit towards the cost of the second iPhone Plus device, which she states was offered when she recently upgraded several of her devicesShe expressed further dissatisfaction with the length of time taken to resolve this matterShe requested that we honor the amount that she states she was offered
We regret any misunderstanding that may have occurred related to Ms***’ Sprint billingDuring our November 1, 2017, conversation with Ms***, she stated that the issue was previously resolved to her satisfaction and credits totaling $were applied to offset the disputed chargesThose credits will be reflected on her next invoice
We appreciate Ms***’ taking time to provide details of her 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 are pleased that we were able to resolve Ms***’ matters amicablyIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

I was just wanting to update my complaintI just spoke to the lady assigned to address my issue from the Sprint side. She was very empathetic and allowed me to vent a little more. After conversing for a little while, she wiped my account of all due balances and I notified her that the phones were shipped back per the return pack I had received and that they were prestine. She was very professional and seemed atimate to follow up with the store personnel that caused this issue in the beginning. I will consider the complaint resolved on my side not withstanding any future attempts of collections or derogatory credit reporting. Thank you for helping me with this issue. I have the number for the Sprint person and was told to reach her if I have further issues regarding this account. In summary, phones on the way back to Sprint, bill balance is at zero, and the third party store, I feel will get held accountable by corporate. Again, thank you Revdex.com for helping do what companies should do without being "urged".Grateful,*** ***

[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
I find it interesting that the claim they have of "the devices we received included different Electronic Serial Numbers (ESNs) than those registered by the promotional end date" as the numbers are correct, all receipts verify and photos of the phones ESN support thatHad we not had all our receipts I feel the outcome would have not been in our favorBUT we do appreciate Sprint finally correcting this issue
Regards,
*** ***-***

April 26,
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***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** expressed her dissatisfaction with the length of time taken to honor the terms of our Buy One Get One Free (BOGO) promotion as presented to her at one of our retail locations in December 2016, stating that the promotional credits have not yet applied to her Sprint account as promisedMs*** requested that we honor the BOGO promotion by giving her a $credit to offset the 24-month installment agreement associated with one of her devices
We regret any possible misunderstanding that may have occurred related to Ms***’s equipment billing and the terms of our referenced BOGO promotionOur records reflect that Ms*** upgraded the equipment associated with two lines of service on her account on December 22, 2016, with a 24-month installment billing purchase agreementsHowever, because those devices were associated with existing lines of service and not activated on a new line of service, as required by the terms of the referenced BOGO promotion, her account did not qualify for that promotion
During our April 13, 2017, conversation with Ms***, we explained the information outlined aboveMs*** reiterated her request, advising that she was not informed by our retail representative at the point of sale that a new line would be required to qualify for the promotion
Based on that feedback and additional information Ms*** provided, we honored that request and applied one-time $credit to her Sprint account on April 17, 2017, to offset an amount equivalent to the equipment charges for one of her two device installment billing purchase agreementsWe also advised Ms*** that we are systematically unable to remove the monthly charge from her account and that, as a result, she will continue to see the $monthly equipment charge for the referenced device for the term of its agreement but that the noted credit offsets that amount upfrontMs*** expressed her understanding of that information and her satisfaction with our resolution
We regret any frustration this matter may have caused but are pleased that we are able to resolve Ms***’s reported billing concerns satisfactorilyIf we can be of further assistance with this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Sunday through Thursday between p.mand 9:p.m., Central Time
Sincerely,
Jerzi K
Executive Services Analyst
jk/lw

[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
The dictation states the offer is good for days, which I assume start from the date this notice was issuedIf it isn't, I have corresponded with Ladonna from Sprint and due to my billing period ending shortly after we originally spoke, I was unable to obtain services from another provider Ladonna assured me the canceling of my services agreement still stands through this billing periodI plan on obtaining service from another plan the end of September so the port out can be completed before October 5th
Regards,
Meghan ***

[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: Unfortunately, while Sprint's computer system may "show" contracts added to both lines in 2013, my wife and I were advised by a store representative in Mansfield, MA on 11/30/that I was not in a contract and free to either upgrade or leave Sprint. This is THE ONLY reason we left Sprint in 2014. Had we been advised that we had a contract by the store personnel, we wouldn't have left Sprint at the time and would not be in this situation as is. Also unfortunately, my side of this situation is as much hearsay as Sprint contesting that I have a contract on my lines. I will however have my wife's account of the situation whereas Sprint has.....a checked box in a computer system?When all of this is said and done, the facts are that when I first called into Sprint on 8/9, I was only asking for someone to provide me a copy of my agreement. They failed to do so and instead provided me an unsigned copy of another customer's phone installment agreement I've been promised repeatedly that someone was going to be able to get me this agreement and since no one has been able to produce this, the only proper judgement is for their claim that I'm in an agreement to be invalidated due to their inability to keep proper records. This means I will agree to the following: to reduce the $balance by the $for the device I returned, the $ETF for ###-###-####,the $ETF for ###-###-#### and correct the negative re***s on my credit report. The balance that I would then agree to pay would be $and only then will I consider the matter closed
Regards,
*** ***

Complaint ID *** has been resolved as Sprint has removed the charges from my account.Thank you for your time and attention to this matter.-*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have actually talked to the representative on the phone and it looks like they will be addressing my major concerns.
Regards,
*** ***

September 22, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case
*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** stated that he recently attempted to sign up for Calling and was informed that he would incur an additional charge on some of his subscriptions. As a result, he is requesting that we add calling at no charge to all of his subscriptions or release him from his service agreement Calling is available for Android and iPhoneWith Calling customers can experience improved voice service in locations that previously had limited or no mobile network coverage. Additionally, calling does not have a monthly recurring charge and is provided to our customers at no additional chargeCalling allows customers to make and receive calls over connections in almost any locationAndroid devices are also able to use Messaging services (SMS/MMS) over Wi-FiiPhone supports SMS or iMessage over Wi-FiMMS Messages for iPhone (Pictures, Videos, and Group Messages) require mobile coveragecalling is a feature that is included in all service plans as long as the device supports calling During our conversation with Mr*** we advised him of the aforementioned information and informed him on how to enable the calling feature on his device. Additionally, we advised him that we must respectfully decline his request to release him from his current lease and installment agreements. If we may be of further assistance with this matter, please contact us by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias TExecutive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention. In the information provided, Mr*** stated that he disconnected his service in July 2016, and since that time, he has attempted to make good faith payments toward the balance on his account. However, he further stated that the $1,balance reflected on his account is in error, and he is disputing that the amount has been referred to a collection agency and in turn has impacted his credit negatively. Mr*** noted that he has no knowledge of the details of the $1,amount due, and as a result, he is requesting assistance with requiring that Sprint recall this balance from the collections agency and remove any negative impact to his credit We regret any possible misunderstanding that may have occurred regarding this matter. We attempted to reach Mr*** via email and phone on April 14, 26, and 27, 2017, as a follow up to his communication with our office on October 19, 21, 25, and October 30, 2016. We also mailed correspondence to the address on file. Unfortunately, we have been unsuccessful in reaching him. Based on a review of our account records, Mr*** has been previously informed by our office that the $1,balance reflected on his account is valid, and he was informed that a payment arrangement could not be made on a past due balance that was days old at that time. The account canceled due to non-payment and has been referred to an outside collections agency per our standard collection handling We have not been able to identify a Sprint billing error; therefore, Mr*** may contact representatives at Diversified Consultants by calling toll-free to ###-###-#### to set arrangements for the balance due. Should Mr*** have any questions regarding our findings and handling, he may also contact our office. We regret any inconvenience that Mr*** may have experienced while attempting to resolve his account concerns. Should there be any additional questions or concerns with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

December 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX4590, *** *** Case *** To Whom It May Concern: Sprint
is in receipt of the above inquiry submitted by your office on behalf of *** ***. We appreciate your assistance in bringing Mr***’s concerns to our attention According to the information provided, Mr*** stated that he is experiencing problems with two of his Samsung Galaxy S8+ devices, and is requesting a refund All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Since Mr*** does not subscribe to TEP on his phone numbers ending and 7274, and he is experiencing a problem with his devices, Mr*** may visit his local Sprint service and repair center for diagnostic testing. At that time, our Service and Repair technician will determine if the phone is eligible for repair or exchange. There is a $fee for each repair, $for cracked screen and up to a $fee for each exchange. Replacement equipment may be remanufactured or equipment can be the same or a comparable model with similar features as the original device. In addition, some devices may not be eligible for in-store service. Mr*** also has the option to send his devices directly to the manufacturer, if it is still within the limited one-year manufacturer warranty period, and it has been determined that his devices have a manufacturers defect. However, Mr*** would be responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device We spoke with Mr*** on December 20, 2017, regarding his concerns. At that time, we partnered with the management team of a Sprint repair location and confirmed that two replacement Samsung Galaxy S8+ devices were ordered for Mr***. Although, no credit is due, because we value Mr***’s patronage, we applied a $courtesy credit to his account. In addition, since the purchase of Mr***’s devices has exceeded the Sprint Satisfaction Guarantee timeframe, we must respectfully decline his request for a refund We regret any inconvenience this matter may have caused Mr***. If additional assistance is required, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst