Sprint Corporation

June 2, 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’ concerns to our attention In her inquiry, Ms*** states that she believes Sprint has billed her incorrectly for a $monthly Subsidized Phone Charge. As a result, she is requesting that Sprint review this matter and credit her account for the charge since she modified her service plan 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. We regret any possible misunderstanding regarding the $monthly Subsidized Phone Charge billed to Ms***’s account for wireless line ending ***. During our conversation with Ms*** on June 1, 2017, we confirmed that on March 28, 2017, she modified the service plan on her account to reflect Sprint’s Unlimited Plan, consisting of unlimited talk, text and data. When she modified her service plan, a valid $monthly Subsidized Phone Charge was added to her account. This charge is billed to customers that purchase a new device under Sprint’s two-year service agreement per the outlined conditions of the service plan. Ms*** can find the full details of this plan, as well as all of our current plans, at www.sprint.com. Ms*** has the option to change her service plan at any time. The change will become effective at the start of her next billing cycle. As a result of our review of this matter, we were unable to identify a Sprint billing error. As a result, the service plan charges, including the $monthly Subsidized Phone Charge, are valid and payable to Sprint. However, in an effort to address this matter amicably, we offered to apply credits totaling $to her account to offset the disputed $Subsidized Phone Charge incurred on her April and May invoicesMoving forward, Ms*** will not be assessed the noted charge because she has fulfilled the two-year service agreement associated with wireless line ending ***. Ms*** accepted our offer and stated she was satisfied with our handling of the matter If Ms*** has any additional concerns regarding this matter, she can contact our office toll free at ###-###-####, ext***. I am available Monday, through Friday, from 7:a.mto 4:p.m., Central TimeSincerely, Sean *** Executive Services Analyst

September Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Victoria *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsVictoria ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with our not allowing her to add more than two lines of service to her Sprint rate plan, advising that she was told by our representatives when she established her services with us that she would be able to do so. She requested that we add her desired third line of service to her rate plan We regret any possible misunderstanding that may have occurred with regard to Ms***’s account status and our rate plan options. Sprint is proud to offer our Unlimited Freedom Plan, consisting of unlimited talk time, text messaging, and data usage with mobile optimization for streaming type services at 1080p video, mbps audio, and 4G LTE for other services, with an additional Gigabytes (GB) of mobile hotspot data on equipped devices, nationwide long distance, and unlimited text messaging to other countries, all while on the Sprint nationwide network for $per month for the first line, $per month for the second line, and $per month for each additional line up to ten total for qualified customers. In addition, a $5-per-month service credit per line is available for customers who enroll in and maintain our automatic monthly payment (Autopay) option. Taxes, surcharges, and additional purchases are extra Based on the nature of Ms***’s inquiry and our inability to identify any error on the part of Sprint related to her dispute, it will be necessary for us to speak with her directly to validate her account security and obtain additional details that will aid in our review. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone 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 PIN, or the correct response to a pre-authorized security question, is verified by the account holder or any individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Although we corresponded with Ms*** vie e-mail on September and 14, 2017, and attempted to call her on September 5, 11, and 14, 2017, we have not had the opportunity to authenticate her ability to access the referenced Sprint account. As such, if this matter remains unresolved, we invite Ms*** to 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

*** ***11:AM (minutes ago)tome---------- Forwarded message ----------From: *** *** Date: Thu, Mar 31, at 9:AMSubject: Resolved case.To: "***" To Whom it may concern, my Ref ID ***Sprint had contacted me after I had made the complaint to youThe matter has been resolved. I thank you very much.Sincerely,*** ***

April 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 supplemental inquiry filed by Mr*** ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention and allowing us the opportunity to revisit our prior investigative findings. According to Mr***’s subsequent inquiry, he stated that he was not satisfied with the prior explanations regarding the disputed charge assessed to his account. He also expressed his dissatisfaction with his account being suspended despite his making payments towards the balance. And last, Mr*** is seeking clarification as to why Mr*** was not removed from his case after his request. We regret any inconvenience Mr*** may have experienced as a result of these matters and note that his concerns were subsequently escalated per his request. While we were unable to connect by phone to discuss the details of the issues raised in his complaint, we were able to communicate with him via email. During our email communications with Mr***, we apologized to him for any possible misunderstanding regarding the validity of the disputed $chargeback. We informed him that we have identified some customer service opportunities based on the feedback he provided. As a result, those matters will be addressed by the appropriate management teams. Mr***’s feedback is truly appreciated. We confirmed that the disputed chargeback itself was systematically applied after a back-end script identified the duplication of credits given for the device he returned in late November 2016, and as such, notification to the customer did not proactively occur. This process will be further evaluated to determine what improvements are needed to minimize negative impact to customers going forward. Further review of his account determined that a payment arrangement was established on February 27, 2017, and included a promise to pay $by March 13, 2017. As we explained to Mr*** today, there were several payments made prior to March 13, 2017; however, the total of those payments fell short of the $amount; consequently, our system interpreted this as a broken payment arrangement and Mr***’s service was suspended. Once payment was made to bring the account current, the service was restored. Sprint’s goal is to quickly and fully resolve all concerns that are brought to our attention and regret that we failed to accomplish that goal in Mr***’s case. To demonstrate our desire to rebuild his faith in Sprint, we offered him one month’s credit toward his service plan charges ($203.06) and two $loyalty credits to be applied over the course of his next two invoices. Mr*** accepted the offer and the credits were applied today. In addition, credits totaling $were applied to offset late fees assessed on his January through March invoices. Since these credits were applied at the beginning of a new bill cycle, he will be able to view the credits on his May invoice. He can also view the noted credits by logging on to his account at www.sprint.com. We thank Mr*** for being a loyal customer. Should he have any other questions or need assistance prior to my scheduled follow up on May 9, 2017, I can be reached directly at ###-###-####. I am available Monday through Friday between the hours of 7:a.mto p.m., Central Time Sincerely, Sandra *** Executive & Regulatory Services Supervisor

May 26,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above complaint of Ms
*** ***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s inquiry, her Sprint Phone Connect is not working properly, and she was unable to resolve the issue at a Sprint storeMs*** requested that the issue be resolved or that she be allowed to cancel the line of service without any Early Termination Fee and that we provide reimbursement for the original cost of her Phone Connect device
During our e-mail interactions with Ms***, we identified that her reported issues appeared to be related to outdated softwareWe advised her on how to update the software in her Phone Connect device, and she confirmed that her Phone Connect device is now working properlyBecause Ms*** was not able to utilize the service fully prior to the software update, we applied credits to her account totaling $to offset the Phone Connect monthly service charges plus applicable taxes, regulatory fees, and surcharges for the last three monthsAs a result, Ms***’s account reflects a credit balance of $51.02-
We appreciate Ms***’s taking the time to provide us with the details of her customer service experience while attempting to resolve this matter at one of our retail storesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We are pleased that we were able to amicably resolve this matterIf you or Ms*** has any questions regarding this concern, you or she can contact me directly at *** *** or by calling our Executive & Regulatory Services department toll-free at 1-855-848-I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
April ***
Executive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** 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’ concern to our attention. In his inquiry, Mr*** has requested clarification regarding Sprint’s unlocking policies regarding his device previously activated on Sprint's network. Mr*** has indicated that he would like the device unlocked for use on another domestic carrier’s network. Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of days. We confirmed that Mr***’ Samsung Galaxy Sis eligible for MSL unlocking. Please note that we provided Mr*** with the MSL associated with his device on October 3, 2017. Mr*** confirmed that his concerns have been resolved to his satisfaction. If we may be of further assistance with this matter, Mr*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Lori KExecutive & 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 I did try to send in an update to the Revdex.com upon the completion of my transaction with sprint, in the return of my devices I was unable to locate a link or a page for me to do so After the two months of calling I was finally able to reach someone that could correct the situation I appreciate sprint understanding the situation and in the end doing what was necessary to remedy it Because of the honest and quick results from my final interactions with Sprint, I am not going to view the company bad because of the few who need to be further educated
Regards,
*** ***

March 21,
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*** disputed the final balance due reflected on his closed Sprint account, citing that all charges associated with his account were to be credited when he returned his device to usMr*** requested that we credit all charges assessed to his Sprint account as previously agreed
We regret the circumstances that led to Mr***’s decision to terminate his Sprint servicesOur records reflect that his services were activated on October 7, 2015, and canceled on October 30,
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return devices to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks, or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf a customer’s rate plan required a service agreement, no termination fee is charged if services are canceled within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationCustomers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges, and fees accrued on their accounts through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or international charges will be billed on customers’ final invoicesThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers
During our conversation with Mr*** on March 16, 2016, we explained the above-noted details and confirmed that his services remained activate beyond the initial day return periodHowever, we also confirmed that representatives of our Customer Care department offered on October 30, 2015, to accept the return of his device to us without our accessing restocking fees and to provide credit to offset the accelerated equipment pay-off charges assessed to his account when he ported his mobile number from Sprint to another carrierWe verified that his devices were returned to the point of sale on November 12, 2015, and that credits totaling $were applied to his account on January 6, and $were applied to his account on January 29, 2016, as agreed, leaving a final balance of $due for activation fees and service charges for the time his account was active
Although we sustain that the remaining balance is valid due to his use of our services, we offered to apply credits to his closed account to offset the activation fees and a portion of the monthly service charges as a demonstration of our commitment to excellenceMr*** accepted our offer, and we applied credits totaling $to his account, leaving Mr***’s account closed with an updated remaining balance of $93.75, for which Mr*** remitted payment on March 16, Mr*** is aware that his account is now in final status with a zero balance, and he confirmed that his issues have been addressed and resolved to his satisfaction
We appreciate Mr***’s taking the time to provide details of his experience with our Customer Care and Finance Services representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this input has been forwarded to the appropriate managerial staff for further review
We regret any inconvenience that these matters may have caused, as well as the loss of Mr***’s businessIf we can be of further assistance with this concern, he can reach 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 K
Executive Services Analyst

May 13, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In his inquiry, Mr*** states that he checked online to see when his Service Agreement would expireMr*** states when he saw that his line was eligible for upgrade he cancelled his line, not knowing at the time that his Service Agreement was remained activeMr*** asks that we resolve his concerns. We have reviewed Mr***’s account and find that his two-year Service Agreement was scheduled to expire on April 17, Mr*** canceled his line of service on March 11, 2016, which resulted in a $Early Termination Fee (ETF) plus taxes. We spoke with Mr*** on May 12, 2016, and explained that although his line of service may have been eligible for an upgrade, his two-year Service Agreement had not yet expired. However, due to any misunderstanding of the information that was available online and as a gesture of goodwill, we applied adjustments totaling $to Mr***’s account. This credit reduces Mr***’s account balance to $0. Mr*** confirmed that he is satisfied with this resolution If Mr*** has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time. Sincerely, Leland *** *.Executive Services Analyst

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the complaint of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** states that when she acquired service with Sprint was promised a $gift card per line up to $and that her bill would be around $per month for her five lines of service. Ms*** states that she called to requesting the status of the gift cards she was told that she did not qualify for them. She also states that her bill is over $per month. Ms*** is requesting that we honor the promotion of the $gift cards per line and that her bill be around the $that was promised We attempted to reach Ms*** via phone and email on April 13, 17, and 18, 2017, to speak with her regarding her concerns and the device in questionWe also sent a letter via US mail on April 18, 2017, requesting that she contact us to address her account concerns. As of this date, we have not received a response from Ms*** Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone 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 PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns We have reviewed Ms***’s concerns and did not find that she registered for the Contract Buyout promotion at www.sprint.com/joinsprint. We also reviewed her invoice and found that Ms*** is charged properly for the services and equipment associated with her account We regret any frustration this matter may have caused. Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

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

August 14,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
inquiry of Mr*** ***, regarding the Sprint account of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the length of time taken for us to address fraudulent activity associated with Ms***’s Sprint account, advising that equipment was ordered and billed to her account without their consent or knowledge and that no one has taken action to remedy that matter for over five monthsMr*** requested that the matter be reviewed and resolved promptly
We regret any misunderstanding that may have occurred related to the equipment activity on Ms***’s Sprint accountOur records reflect that the device associated with one of her lines of service was updated at one of our retail locations on February 18, and that three additional lines of service were added to Ms***’s account on the same date with three iPhone devices ordered and billed to herWe further identified that the three added lines of service were cancelled by representatives of our Fraud department on March 8, 2017, and that all billing associated with those lines of service were credited at that time
We spoke with Mr*** on July 25, 2017, and explained the information outlined aboveMr*** confirmed that information and advised that the matter has been satisfactorily resolved
We regret any inconvenience this may have caused Mror Ms***If we can be of further assistance with this concern, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time
Sincerely,
Leland *** *
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: The phone's were turned in at the time of set up so there was never a tracking #,; I was told to call the gentleman at the corporate office back should there be any further concerns regarding that portion of my complaint and he would resolve that concern After our call he was to call his store where I was set up to (a) find out why or took hours for my initial visit so hopefully no one else would have to go through that and (b) inquire as to where my phones are of which I turned downAt this time there seems to be no other problems and this matter seems to be resolvedThe accuracy of the response from Sprint representative is otherwise correct.
Regards,
*** ***

March 17, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. Ms*** has requested clarification regarding Sprint’s unlocking policies regarding an Apple iPhone 6S device purchased on November 30, 2016, and activated on Sprint's network. Ms*** has indicated that she would like the device unlockedUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network *** by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Ms***’s Apple iPhone 6s associated with phone number ending *** is eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to the device in question on March 17, 2017. We trust this letter responds to your inquiry. If I may be of further assistance, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. We are available Monday through Friday from a.mto p.m., Central Time Lori KExecutive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, regarding the Sprint account of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with inability to establish an arrangement to satisfy the past-due balance reflected on Mr***’s Sprint accountMs*** requested that we assist with that action We regret the circumstances that led to Ms***’s need for payment assistance, as well as any possible misunderstanding that may have occurred regarding her initial payment arrangement attempt. As outlined in our Terms and Conditions of Services, payments are due upon receipt. However, we realize that situations may arise that prevent customers from remitting required payments by their posted due dates, and our Consumer Finance department can often assist with payment arrangements. However, not all payment arrangement requests can be honored Our records reflect that Ms*** called our Customer Care department on August and September 7, 2017, to establish payment arrangements. During those interactions, our representatives attempted to assist but informed that the arrangements could only be extended to September 14, 2017, which was unsatisfactory for herOur records further reflect that Mr***’s account currently reflects a total balance due of $625.91, with $of that amount being past-due We spoke with Ms*** on September 25, 2017, and explained the information outlined aboveBased on additional information she provided and Mr***’s tenure with us, we were able to alter the existing payment arrangement to allow for a $on or before September 29, 2017, and a $payment on or before October 13, 2017, thereby bringing Mr***’s account balance currentMs*** stated that her issues have been resolved to her satisfaction and understands that failure to meet the updated arrangements may result in service suspension and an inability to establish future payment arrangements We appreciate Ms***’s taking time to provide details of her 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Ms***If we can be of further assistance regarding these matters, she or Mr*** can contact me directly by calling our Executive & Regulatory Services department toll free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, *** *** *Executive Services Analyst

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

[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 attached a copy of the transcript where Sprint agreed to resolve the matter within hours of the chat, and before the next billing date (5/28/17), but nothing has been done so far and the bill still remain the same - confirmation number for this is ***I have also attached a copy of the current unmodified billThis is an example of how Sprint makes promises and offers that they refuse to honor.Thanks ***
Regards,
*** ***

This is my 3rd complaintI have spoke to *** H at sprint and he was to make the changes of only having one phone on my plan and reverse charges for paying for a tablet and a phone that are not used and gone I stopped these services back in December I can not understand why I still have all on my contract as well as my bill is still hundreds of dollars and to be shut offI feel sprint has been fraudulent as well as the lack of customer service even in the higher up management is a disgraceI can not believe they can get away with such scandal franklyThis is appalling in every wayThey steal from me and turn my phone off as they owe me monies ! This is unfair and just plain WRONG! I WILL LOOK FOR A SCAMMER SITE TO REPORT THEM AS THIS IS WHAT THEY DO AND IT IS NOT JUST ME
Regards,
*** ***

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

April 17, 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 complaint submitted by Ms*** ***. We apologize for any inconvenience that she experienced in this matter. Based on the information received from Ms***, she states that she moved to an area where Sprint does not provide coverage. As a result, she requests that we apply account credits to offset the cancellation charges for two phone leases and the Early Termination Fee assessed subsequent to the cancellation of three account lines of service. Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her concern. In an effort to address the aforementioned matter, our records reflect that one of our Customer Care representatives previously advised Ms*** that with the return of the phones in good condition on two cancelled lines of service, we will apply account credits to offset the resulting End of Lease and lease cancellation charges for each of the phones. We also applied a $account credit to offset the Early Termination Fee for the account’s cancelled tablet without requiring the return of the device. The noted outstanding credits will be applied once we confirm receipt of the two referenced devices in good condition. Ms*** stated that the matter was resolved. 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 customer feedback and will utilize this input to improve our training and processes If Ms*** needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst