Sprint Corporation

October 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Boost Mobile Inquiry Sprint Case To Whom It
May Concern: Thank you for forwarding the above-referenced inquiry of Mr*** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention. In his inquiry, Mr*** indicated that the paid balance of $was swept from his Boost Mobile account prior to his payment due date of September 19, 2016. He requested that the paid balance be restored so he may continue to use his services. During our discussion with Mr*** on October 5, 2016, we advised that he is subscribed to a sales expired Pay-As-Yplan at a rate of cents per minute, which requires that he add at least $to his account every days to retain active service. Our records reflect that a Trequirement was missed on September 17, 2016. This led to his account balance being swept on that date in accordance with our Terms and Conditions. Due to any possible misunderstanding that may have occurred regarding the Trequirement, we agreed to resume Mr***’s services and apply a credit to his account for $to restore his lost balance. In addition, we extended his next Trequirement to February 5, 2017, to allow him time to dissolve some of the balance with usage without having to continue to add funds to the account. Mr*** verified that the matter has been fully resolved to his satisfaction. We regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms*** advised that she received misinformation regarding a deposit requirement during a call to our Telesales departmentIn addition, she expressed dissatisfaction with the Sprint Satisfaction Guarantee, device manufacturer’s warranty program, and that a $device payment failed to post with the corresponding charge to her invoice. As a result, she requested that Sprint issue a $refund We regret any difficulty Ms*** may have experienced with her service activation and devices and any possible misunderstanding that may have occurred related to her payments and requested refund. We determined that down-payment and account deposit information was discussed with our customer during her call to our Telesales Department on September 16, 2016. Our records reflect that payment requirement information was correctly communicated via a Sprint authorized, third-party retail representative during the sale on October 14, Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy. Customers may return their undamaged device to the point of sale within that time period for a full refund (day of the days start when the device is activated). For additional information on the Sprint Satisfaction Guarantee, please visit our website at www.sprint.com/guarantee All new Sprint devices and/or Mobile Broadband devices come with a one-year manufacturer’s warranty limited to manufacturer’s defect. 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. Warranty replacement provides that, upon determination of a manufacturer’s defect and the device is still within the limited one-year manufacturer warranty period, our customer may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Our customer is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty. Further details regarding the terms of the manufacturer’s warranty may be found via the respective manufacturer’s website and via the device user’s guide, while additional information about TEP may be reviewed at www.sprint.com/tep. We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before they are released to assist our customers. Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. Ms***’s feedback is valued, and has been forwarded to the appropriate management staff empowered to investigate further, and make changes in this area During our April 5, 2017, conversation with Ms***, we discussed the previous information. Ms*** advised that she returned the iPhone device to the Sprint authorized, third-party retail store, and received a refund of her $payment to that store. Currently, the account reflects an $balance, stemming from monthly service charges and the purchase of a Samsung Galaxy Sdevice with Gigabytes (GB) of memory. Ms*** advised that she retained possession of the Samsung Galaxy Sdevice and used it in a promotion from another carrier. As a result, she accepted the current account balance We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this issue, Ms*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ***, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

According to the information provided, Mr*** expressed her dissatisfaction with the level of customer service he received from our Customer Care group, while attempting to resolve his account concerns. Mr*** stated that he cancelled his Sprint account within our promotional
Satisfaction Guarantee return period and returned the devicesHowever, Mr*** further stated that his account was assessed charges for the returned equipment, and he received an collections noticeMr*** requested that Sprint review this matter, adjust his account accordingly and remove any negative reporting from the credit bureaus Sprint has reviewed Mr***’s complaintWe regret the circumstances that led to Mr***’s decision to cancel his Sprint services. Sprint is committed to providing world-class customer service, and we stand behind our commitment with our promotional Day Sprint Satisfaction Guarantee return/exchange policy on all our products. This can be viewed on our website at *** According to our records, we have confirmed that the devices were returned on October and 24, 2016, and November 8, 2016. As a result, a credit of $was applied to his account on November 29, 2016, to remove the non-equipment return chargePlease be advised that Mr***’s Sprint account was not forwarded to an outside collections agencyWe spoke with Mr*** on November 29, 2016, and provided the aforementioned information and resolution to himMr*** confirmed that he was satisfied with the resolution provided We appreciate Mr*** taking the time to provide us with details of his experience with our Customer Care group. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and will utilize his input to improve our training processes

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 1***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her concern with the inability to receive a promotional price plan that she alleges was advertised via our website, www.sprint.com, which offers unlimited talk, text and data on five lines of service for $per monthMs*** requested that Sprint review this matter and honor this promotion 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 Our records reflect that on May 10, 2017, Ms*** contacted our Customer Care group and expressed her interest in updating her current price plan to an less expensive price plan that maybe more suitable to her needsMs*** advised that she saw advertisement via Sprint.com on-line services for the $Unlimited Freedom plan up to five lines of service with unlimited talk, text, data, hotspot, and HD streamingDuring the call, we informed Ms*** that the $unlimited plan is for new customers whom switch to SprintTherefore, we offered Ms*** to place her five lines of services our legacy Unlimited plan for $per monthMs*** declined our offer We regret any miscommunication that may have received regarding Sprint’s promotional price planHowever, we are unable to honor the $Unlimited Freedom plan since Ms*** is an existing customerFurthermore, we have communicated with Ms*** via email due to time constraints and explained to her we would like to provide her with optional price plans that maybe available to her or she may log onto her MySprint.com account to view the existing plans available to herShould Ms*** require further assistance with this matter, we encourage her to contact the undersigned directly during the business hours provided below at her earliest convenience We appreciate Ms*** taking time to provide details of his experience with our Customer Care groups. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

April 18, 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 Ms*** ***, 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, Ms*** states that she switched her service to Sprint via the Contract Buyout Offer, and she further states that she confirmed with one of our retail store and Customer Care representatives that her cancelation fees would be covered. She also took advantage of a Sprint iPhone promotion to receive $in service credits when upgrading to an iPhone or Samsung Galaxy within a specified timeframe for the lease or installment billing agreement. After registering online for the Contract Buyout Offer, she received a reply message that she was not eligible for both offers; therefore, the Contract Buyout Offer was denied. As a result, she filed a complaint requesting assistance with this matter We communicated with Ms*** regarding this matter on April 14, 2017, and informed her that we regret any misunderstanding that may have occurredBased on our review, we determined that the noted iPhone promotional offer and the Contract Buyout Offer are not combinable per the terms of each promotion; however, due to any possible misunderstanding, and to bring closure to this matter, we will make a one-time exception and honor both promotions. As a result, Visa reward cards for the reimbursement of cancellation fees will be mailed to Ms***’s home address for receipt by May 4, 2017. Should there be any additional questions or concerns with this matter, I 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

May 2, 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, Ms. *** *** stated that she made a down payment on an LG device on January 29, 2017, and she returned the device on February 2, 2017. She stated that although she returned the device within the 14-day return period she has not received the refund for the down payments she madeAs a result, Ms*** is requesting that we provide her with a full refund of the down payments she made at the retail store During our discussion with Ms***, we apologized for any inconvenience Ms*** may have experienced as a result of this issue. Further, we advised her that our records reflect that we processed a check for $on March 13, 2017, and Ms*** confirmed she received the check. Additionally, we processed a refund of $to complete the full refund of the down payment she made of $121.49. We advised Ms*** that she should receive the refund back to the original credit card she used to make the payment within to business days We also advised her that we would not be able to process a refund for the $she paid, because the payment covered an outstanding balance she had on a previous account. Ms*** accepted our offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care and retail store 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 TExecutive Services Analyst

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

[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,
*** ***

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

August 24, 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 the information provided, Ms*** states she recently purchased a Sprint SIM card for $because she was interested in establishing service with us; however, she changed her mind and states that she returned the SIM card immediately after receiving it. Ms*** is requesting a refund for the aforementioned payment, stating that it has been weeks since she returned the SIM card, but had yet to be refunded We regret the circumstances that prompted Ms***’s complaintOn August 23, 2017, Ms*** confirmed via e-mail that she had received her requested refund. As a result, we have taken no further action regarding this matter We regret any inconvenience Ms*** may have experienced as a result of this matter. 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

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, an authorized account user on Mr*** ***’s Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of Sprint network service available in the area and with the length of time taken for us to remedy that matter. She further stated that although her device was exchanged, she continues to have issues with text messaging and call quality even when she travels to other cities. As a result, Ms*** requested that we credit her account and that she be allowed to return her devices and waive her accelerated devices’ charges. We regret that our network in Ms***’s area may have fallen below her wireless communication needs or expectations. As outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customers. We confirmed that the network in her area is currently functioning within parameters On June 1, 2017, Mr*** *** responded to us via e-mail giving us permission to speak with Ms*** regarding her concerns. During our conversation with Ms*** on June 12, 2017, we informed her that based on the terms of our service, we do not accept the return of devices after the 14-days Sprint Satisfaction Guarantee period. She stated that she had issues with call quality in more than one location and that when she sends text messages to telephone numbers that belong to other service providers; her text messages are not received. In an effort to address this matter, we advised Ms*** that we needed the list of telephone numbers that are not receiving her text messages and the name of the service provider. Furthermore, we advised Ms*** that once this matter has been fully addressed by our technical support team, we will apply a credit to her account if a Sprint error is identified. Ms*** agreed to provide the details; however, to date, we have not received the requested information. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance regarding these matters, or if Ms*** would like to provide the aforementioned information, she 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, Minnie SExecutive Services Analyst

After making payment in full and promised that my account was closed, as indicated by a chat agent I was billed for a late fee of $I emailed Ms*** and was promised that the late fee was removed and the account was cancelledAs far as this has taken place as promised I accept the resolution and will have no further complaintIf I receive any other communication indicating otherwise I will reopen my case.
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,
*** ***

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

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

[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 meAlthough I still plan on leaving Sprint because of poor customer service that escalated into months of trying to solve a problem that was magically solved when I reported Sprint to Revdex.comThat is not what I expect from a company that I sign on withThank you for your help in solving this issueShould have contacted you months ago.
Regards,
*** ***

May 11, To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention. In his inquiry, Mr*** requested
that his Boost Mobile branded iPhone 6s be unlocked for use with another carrierUnlocking 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 network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (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.boostmobile.comBoost Mobile will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least months with the account active during that time We regret any possible misunderstanding that may have occurred regarding the unlock request for this device. However, after a review of our records, we have confirmed that the device was already eligible for DSU unlocking as of January 7, 2016. Please note that the SIM Unlock code was transmitted to the device in question on May 11, 2016. We are unable to provide any assistance with activating the device on another provider’s networkWe regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central TimeSincerely, *** *

Ward Parkway, Suite
Re: Revdex.com Inquiry ***, ***, ***
Sprint Account xxxxx***, ***, ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***, submitted as a subscriber on the account of Mr
*** ***, and forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** states that there are three lines of service on
Mr***’ account that are experiencing dropped calls, and have been since September She further states that she brought this matter to the attention of our Customer Care representatives, but the issue has not been resolved to her satisfaction as they are still experiencing dropped callsMs*** expressed her concern that they may not be able to dial in the event of an emergencyAs a result of the dropped call issue, she is requesting that a credit equal to percent of the charges incurred be applied to
Mr***’ account for September through January for call difficultyIn addition, she is requesting to be able to cancel service without paying any fees for the devices
We regret the difficulty that Ms*** stated that she and the other subscribers have experienced while using their devicesBased on a review of our records, there is Sprint coverage in the local area and there is a tower that is miles away from their homeFurther review of our records indicate that there was a network ticket opened on the tower on November 17, 2015; however, the ticket closed the same day and the tower is working optimallyDuring our discussion with Ms*** today, we informed her that the towers she is using is about to miles from her home area, and there are currently no tickets opened on those towersMs***’ stated that it is mostly traveling to and from work when they are unable to use their service, and they desire to cancel service by transferring to another mobile carrier
In an attempt to reach an amicable resolution to this matter, we informed Ms*** that should she return the devices, we will offset the remaining amount of the installment billing charge for each deviceWe will send a return label to the email address on file to facilitate the return of the devices at no additional costShould she retain the devices, we will credit one-half of the amounts of the installment billing charges as a goodwill gesture to get closure to this matterBased on a review of the usage on the account, we are unable to determine that usage has degraded; therefore, we must respectfully decline Ms*** request for additional credit to the accountWe also informed Ms*** that the billing cycle ends February 26, 2016; therefore, they have from now until that date to decide to port their numbersShould porting occur after February 26, 2016, they will enter into a new billing cycle, and there is no proration of charges at cancelationMs*** acknowledged understanding this information
We regret any inconvenience that Ms*** may have experienced while attempting to resolve her network concernsShould there be any additional questions or concerns, she can contact us by calling the Executive & Regulatory Services department toll-free at
###-###-####, ext***I am available Monday through Friday between a.mand
p.m., Central Time
Sincerely,
Bridgette F
Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** ***-*** Account xxxxx*** Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customer’s concern to our attentionIn her inquiry, Ms*** states she have been a customer since 2001, and was unable to added a line with a new device without making a deposit. She states that she contacted our Customer Care department because she received an email stating three devices were added to her account and a text message stating she needed to pay her bill. Ms*** states she later discovered via her online account access that her account balance was $and that three devices were ordered and shipped to an unknown address. Ms*** states that her account was fraudulently billed for devices she did not authorize. As a result, Ms*** is seeking assistance with this matter. She also requests that she be released from her contract and allowed to keep her four phone lines Please be advised that we spoke with Ms*** regarding the noted fraudulent activity and her account billing concerns. We advised Ms*** that her account was credited in full for the fraudulent charges assessed to her account for the alines and devices. We confirmed she cancelled two phone lines ending in *** and *** on April 22, 2017. In an effort to further assist, we extended the offer to adjust the lease cancellation fees and purchase price of the devices associated with phone lines ending in *** and ***, contingent on the return of the iPhone 6S GB and Samsung Galaxy SEdge devices in good conditionAdditionally, as a gesture of goodwill, and as a demonstration of our appreciation of her long tenure with Sprint, we applied a one-time credit of $to offset charges reflected on the March billing statement. Ms*** accepted our handling of this matter and agreed to follwith our office once she cancels the service on her account on May 10, 2017. At that time, we will place a return kit order for the return of the referenced devices We regret this matter has led to Ms***’s decision to leave Sprint. If Ms*** needs further assistance regarding this matter, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

June 28, 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*** *** filed on behalf of Sprint accountholder Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** disputed the monthly charges assessed to Mr***’ Sprint account, advising that they are higher than quoted when they upgraded two devices on his account and expressed dissatisfaction with our adding two new lines of service during those transactions. Mr*** requested that we cancel the two additional lines of service and provide reimbursement for monthly services he believes were charged erroneously We regret any possible misunderstanding that may have occurred regarding Mr***’ noted device upgrades and his monthly billing. Our records reflect that he or an authorized user on his account upgraded the equipment for one of his lines of service on November 6, 2016, and that, during that transaction, we identified that the existing line of service was not yet eligible for equipment upgrade and that a new line of service was added. In addition, we identified that a similar scenario occurred for a second line of service on Mr***’ account on June 15, 2016. Based on our review and Mr***’ rate plan, equipment, and other account option choices, we are unable to identify any error on the part of Sprint related to his billing or the referenced equipment upgrade interactions During our June 12, 2017, conversation with Mr***, we explained the information outlined above. Mr*** advised that he and Mr*** have already ported three of six mobile numbers from our network to another provider and that he intended to pay off the installment billing purchase agreement associated one of those lines of service. Mr*** also advised that he had sold the equipment associated with the remaining ported mobile numbers. As such, we informed him that we are unable to provide any credit toward those equipment financing agreements. Mr*** indicated his understanding of that information but reiterated his dissatisfaction with our position. Based on his feedback, we agreed to forward his dispute to our executive management team for additional review and to follow up with him promptly. Unfortunately, our attempts to contact Mr*** again on June 14, 16, and 20, 2017, were unsuccessful. However, we identified that the information outlined above and previously explained to Mr*** is correct. While we regret that he may not agree with our response to his inquiry, we have spent considerable time reviewing this matter. As such, our position remains unchanged. We regret any inconvenience this matter may have caused. Although it is our goal to amicably resolve all concerns brought to our attention, we regret that we were unable to so do in this situation. If Mr*** or Mr*** would like to discuss this matter in further detail, or if they would like to provide additional information for our consideration, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Wednesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

September 5, 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-reference complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** described unfavorable customer experience while attempting to have her devices unlock after remitting payment for the balance owed. She stated that she reversed the payment as a result of an unsuccessful unlock request. As such, she requested that we remove the outstanding balance and recall all negative reporting “Unlocking” is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted Unlocking a device will not necessarily make that 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 our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days. We confirmed that Ms***’s Samsung Note II device was eligible for MSL unlocking. Please note that we provided Ms*** with the MSL associated with her device on March 6, 2016. Further, we confirmed that the referenced Apple iPhone 5S device was eligible for SIM unlocking. However, Ms*** stated that the SIM unlock information was not successfully transmitted to the device Our records reflect that Ms*** canceled her Sprint services on February 9, 2016, when she ported services for her two lines ending in *** and *** from Sprint to another wireless carrier. Because Ms*** took those actions prior to the satisfaction of her two-year term agreement, we assessed Early Termination Fees totaling $to her account for those lines in exchange for our providing reduced-priced equipment to her. Our records indicate that Ms*** remitted payment for the $on March 2, 2016; however, the payment was returned to Sprint in May During our conversation with Ms*** on August 30, 2017, we discussed the above mentioned information. We advised Ms*** that the disputed balance of $was the result of her not satisfying the terms of her agreement, and that the charges are valid and sustained. We appreciate Ms***’s taking time to provide details of her experience with our Customer Care department. 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 Because we are unable to determine that the disputed charges incurred were the result of any error on the part of Sprint, we recommend that Ms*** contact the third-party collections agency, Source Receivables Management, for negotiation of the remaining account balance. They can be reached at ###-###-####. We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with this issue, she 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 Analyst