Sprint Corporation

October 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she was provided misinformation regarding how long she had to make a payment prior to her service being interrupted due to nonpayment. She also cited her dissatisfaction with the level of service she received while attempting to setup a payment arrangement. She is requesting additional time to pay her bill. In addition, she stated she was given conflicting information regarding when her payment was due and when her service would be interrupted for non-payment. She stated that a representative in Finance guaranteed her that she had until October 16th to pay and that she would note her account. She stated that she contacted Customer Care the next morning to confirm that she had until October 16th to pay and was advised that there was no payment arrangement. She stated that she was then advised that she must pay half of the balance for her service not to be interrupted. She is requesting a resolution to these issues. According to our Terms and Conditions of Services, payment is due as stated on your bill. However, we realize that situations may arise that prevent customers from making the required payment by the due date and we can assist with payment arrangements if available. However, not all payment arrangement requests can be honored We have made multiple attempts to contact Ms*** regarding her concerns. We attempted to contact her via telephone and e-mail on October 18, 21, and 24, 2016, advising her we received her inquiry and our need to speak with her directly. In addition, we mailed a letter to the billing address on October 24, and unfortunately, we have been unable to speak with her directly. She should be advised that in order to discuss the details of the account, she must be able to authenticate the account. As a result, we recommend that Ms*** have the account PIN and security information available when she contacts us We regret any inconvenience these matters may have caused. If Ms***’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

September 26, 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*** ***, and this inquiry 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 has spent approximately hours troubleshooting with our engineers regarding his network concerns, and his issues have not been resolved. He indicated that he and the other subscribers on the account were not able to use their devices satisfactorily; therefore, they ported the numbers to another mobile carrier. As a result, Mr*** stated that he will return the devices, and he is requesting that the cancelation fees be waived. We regret the difficulty that Mr*** and the other subscribers experienced while attempting to use their devices. Based on a review of our records, we determined that Mr***’s address is located within good Sprint coverage with approximately seven towers within a to mile radius of his home address, and there are currently no alarms or alerts reported. However, further review of our records determined that Mr*** communicated the difficulty with the network while using his devices from July to present before he ported to another mobile carrier. Although we have not found network difficulty with the towers in his area, in an attempt to bring full closure to this matter, and resolve to Mr***’s satisfaction, we agreed to waive the lease device and cancelation fees for the numbers ending in ***, ***, and ***. Mr*** indicated that the devices for the afore-mentioned lines of service are in like-new condition, and he will return the devices. Upon receipt of the equipment, we can offset the lease device and lease cancelation charges. He understands and is pleased with the resolution We regret Mr***’s decision to cancel his service, and we regret any inconvenience that he may have experienced while attempting to resolve his account concerns. Should there be any additional questions regarding this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.m., and 3:p.m., Central Time Sincerely, *** *Executive Services Analyst

May 9,
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 1, We apologize for any inconvenience Ms*** has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to
our attention
According to the information provided, Ms*** expressed her dissatisfaction with improperly being charged for *** *** taxes and charges, after updating her account information in with SprintMs*** requested that Sprint review this matter, cease collecting this tax and provide her with an adjustment of any incorrect charges
Sprint has reviewed Ms***’s complaintWe apologize for any misunderstanding that may have occurred related to Ms***’ Sprint billingWe spoke with Ms*** on May 5, 2016, and confirmed that her address has been updated to reflect her ***, ** address as of May 5, We relayed the aforementioned information to Ms*** and advised her that no credit was warranted as the taxes and charges in *** and *** Counties would be estimated to be equal to the total amount reflected on her recurring monthly invoicesMs*** expressed her satisfaction with our resolution and confirmed she has no further concernsWe regret any inconvenience this matter may have caused Ms***
If we can be of further assistance, Ms*** can contact me directly by calling the Executive & Regulatory Services Department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

January 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx Sprint Case *** To Whom It May Concern: The above referenced follinquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customer’s concern to our attentionAccording to the information provided, Ms*** again notes that she is dissatisfied as she indicates that she is in need of a detailed final copy of her Sprint bill and had not received itAdditionally, Ms*** expressed her dissatisfaction with a payment that was debited from her financial institution by SprintAccording to Ms***, the payment was deducted without her knowledge. Ms*** has requested that Sprint review this matter and refund the disputed payment to her financial institution. Our records reflect that Ms*** canceled her service and ported her phone numbers to another carrier on September 29, 2017, and a copy of her final invoice was issued on October 27, 2017, and mailed to Ms***’s billing address on file. Upon speaking with MsSen on December 18, 2017, she confirmed she has not received a detailed invoiceBased on this, Sprint has verified her mailing address and requested a copy of her detailed final billing statement be re-sent to her as of December 11, Please allow 7-business days for receipt of the statement. Additionally, we have verified with Ms*** that she may visit a Sprint corporate store for assistance with a copy of her billing statement Sprint has reviewed Ms***’s payment complaint. According to our records, on September 29, 2017, MsSen ported out phone number ending prior to fulfilling the terms of her respective Installment Agreement COS-Therefore, Ms*** was assessed Installment cancellation accelerated charges totaling $as reflected on the October billing statement. We regret any possible misunderstanding that may have occurred regarding this matter. Per the Terms and Conditions of Ms***’s Installment Agreement, she agreed that by providing us any payment method at any time during the lease term for her devices activated in April 2017, she authorized Sprint to charge this payment method for all amounts owedFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to Ms***’s address on file on November 29, 2017, advising her that the outstanding debt will be deducted from her financial institution within days from the date of the letter. Our records further indicate on December 29, 2017, that Sprint debited a payment of $from Ms***’s credit card account on file. We attempted to reach Ms*** to discuss the noted items with her furtherHowever, she is currently out of the country and unavailable to speak directly. Please note, we are confident that we have addressed Ms***’s concerns to the best of our ability. We apologize for any inconvenience this may have caused Ms*** and invite her to contact us at the number below at her earliest convenience if she would like to discuss these matters further. We regret any inconvenience that this matter may have caused. If I can be of further assistance with these matters, Ms*** can reach me by contacting the Executive & Regulatory Services Department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 2, Paul *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case ***
Dear Mr***: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** expressed her dissatisfaction with the level of customer service she received when she contacted our Customer Service department to request a payment arrangement. During our conversation with Ms*** on April 27, 2016, we explained that as stated in our Terms and Condition of Service, which can be viewed at www.sprint.com, payment is due in full as stated on our customers’ bill. We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements, if available. However, not all payment arrangement requests can be honored We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 1,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Attention: *** ***
Re: Revdex.com File ***, *** *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of *** ***
***We appreciate your assistance in bringing our customers’ concerns to our attentionWe regret any inconvenience that this matter may have caused her
According to the information in Ms***’s inquiry, she states that her daughter was able to upgrade a phone line on her account, and add a new line using the lease option on both, without her knowledge at a Sprint storeShe also advises that she was never informed that she would be responsible for the lease cancellation charges if she transferred these two lines to her daughter’s name
We partnered with the store manager, ***, and he spoke with Ms*** on May 30, 2015, and offered to accept the equipment back, cancel these lines, and waive the lease cancellation charges and associated activation feesSince filing the complaint, Ms***’s daughter lost one of the phones, and the other is damagedShe will utilize the Total Equipment Protection coverage to file claims and replace these respective devicesAfter she files with the insurance company, Asurion, we will credit her account for the deductiblesMs*** will be returning the equipment to the store this weekShe indicated that she was satisfied with the outcome
If you have any questions or this matter remains unresolved, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time
Sincerely,
*** M
*** M
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 meI have actually talked to the representative on the phone and it looks like they will be addressing my major concerns.
Regards,
*** ***

October 24, 2016 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 rebuttal inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information provided, the issues raised in her previous inquiry have been resolved, however, she is now disputing the remaining balance on the account. Ms*** reports that the has returned the devices for waiver of the lease cancelation charges; however, she received a call from an outside collection agency advising of an account balance of over $1,000. Ms*** would like to have the billing reviewed We spoke with Ms*** on October 24, 2016, at which time we confirmed the return of the leased devices as previously agreedTherefore we have waived the lease cancelation charges and the End of Lease Purchase amounts billed to the account as well as cancelled the service. We have confirmed that the remaining account balance is $and Ms*** confirmed that she will remit payment. Ms*** confirmed that these actions have resolved her inquiry. We regret any inconvenience that this matter may have caused. If Ms*** has any questions or if I may be of further assistance with this matter, I can be reached 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 Tell us why here

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

Hello,I have spoken with *** from the executive office of Sprint.Although my preferred method of resolution was not reached, we have agreed to consider the issue mitigatedI am too tired of the arguing and time wasted on the phone/email/messenger.I will be keeping the phone [that was ordered
incorrectly on my behalf by a Sprint employee] and my account will be credited $100.Thank you,*** ***

[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: we spoke with numerous representatives from Sprint, at the store and via phone and each encounter always lasted hours with minimal or no resolution so we simply accepted ***'s offer because we were given no other options and wanted to no further contact with SprintWe request you subpoena all their recordings and you will hear from their own associates that their insurance offers are simply hogwash and doesn't help the customer at all but they are encouraged to push the insurance on their customers because they also get a sign up commission when they do soWe were offered such that when we went to replace our lost iPhoneHowever, it is in their hands to apply the insurance onto the correct device which I don't know what their internal policies areThe only time I would be able to know about he billing is when I receive by billing statementAt such time, I noticed we were getting billed twice so I called and asked for one to be credited back as we were not looking to have insurance against the flip phone device, just the iPhoneWe were lead to believe and any person with any common sense would assume the insurance is offered against the protection of the equipment and not the line itself so why would they opt to cancel the line which they claim had the iiPhone on it? It's a dishonest way to treat their customers and this is the reason we chose to go back to *** who handles everything with professional customer quality serviceIt is disgusting the way Sprint advertises their horrible plans and servicesThey should reimburse us for their mistake and the time we spent dealing with themIt seems like everyone we dealt with had similar instances including Apple when I had issues with my own phone years ago and no one at Sprint was able to help me so I went directly to Apple where they resolved my issue immediatelyI want to bring awareness to everyone that yes, in this economy right now, we are all looking to save on any expenses if we could which is why we opted to switch over to Sprint from being a long time customer with *** but beware that you ultimately end up paying more and do not get any type of customer service from themIt's appalling amd they should be ashamed and exposed for their conduct!
Regards,
*** ***

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

[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,
*** ***

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

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

December 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File #*** *** ***
Sprint Account: xxxxxx***
Sprint Case# ***
To Whom It May Concern,
Sprint is in receipt of the above-referenced inquiry of ***
*** submitted on December 14, We appreciate your assistance in bringing our customers’ concerns to our attention
Mr***’s filing expressed his dissatisfaction with additional phone lines being added to his account, without his authorizationMr*** requested that Sprint this matter and take appropriate action
Sprint has reviewed Mr***’s complaintAccording to our records, on November 3, 2016, phone lines ending in***, *** and *** were added to Mr***’s accountOur records further indicate that on November 11, 2016, our Fraud Management group confirmed fraudulent activity on Mr***’s account, and phone lines ending in ***, *** and *** were terminatedAdditionally, our Fraud Management group applied an adjustment of $2,to Mr***’s account to offset the fraudulent charges associated with aforementioned phone lines
We spoke with Mr*** on December 19, 2016, and relayed the above information and resolution to himMr*** confirmed understanding with the information and resolution provided to him
We apologize for any inconvenience this may have caused Mr***If Mr*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext***I am available Monday through Friday between the hours of a.mand p.m
Sincerely,
Cheryl S
Executive & Regulatory Analyst
***
cc: *** ***

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** M*** Sprint Account XXXXX*** 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. According to the information provided, Ms*** stated that she has a second home that she goes to on the weekend; however, she cannot get Sprint service at that locationShe states she contacted Customer Care and was told that her second home is outside of Sprint coverage. For this reason, Ms*** would like to cancel her service and requests that the Early Termination Fees (ETF) associated with her devices be waived We spoke with Ms*** on May 15, 2017, and explained that in order to waive the ETFs due to coverage issues, we require the return of the devices. She advised that she only has one of the devices and states that she paid for the device and asks why she should return the devices. We explained that the devices were purchased at discounted pricing contingent upon the completion of the associated two-year Subscriber Agreements. Therefore, waiver of the ETFs require the return of the devices. Ms*** stated that she is not returning her devices and ended the call Our records indicate that Ms*** ported her numbers to another carrier on May 8, As a result, ETFs of $will be assessed to both lines of service as the two-year Subscriber Agreement associated with each line were not fulfilled. Although Ms*** stated she is not returning the devices, our offer to credit the ETFs with the return of the devices remains valid through June 30, 2017, should she change her mind We regret any frustration this matter may have caused. If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland *** *Executive Services Analyst

May 8, 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 of *** *** *** submitted on April 28, 2017. We appreciate your assistance in bringing our customers' concerns to our attention. According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to resolve her billing concern. Ms*** stated that she returned equipment to Sprint’s Returns warehouse; however, her account was assessed an equipment related charge in association with her respective Lease AgreementTherefore, Ms*** requested that Sprint review this matter and adjust her account accordingly. Sprint has reviewed Ms***’s complaint. According to our records, Ms*** purchased a Samsung Galaxy Sdevice via Sprint’s Lease program on March 17, 2015. Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device. If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge. More information regarding the Lease program is available at our website, www.sprint.com/lease Upon further review, we confirmed that Sprint’s Returns warehouse has received Ms***’s Samsung Galaxy Sdevice on May 4, 2017. As such, on May 4, 2017, Sprint applied a one-time adjustment of $to her account to offset the Lease Device Purchase Amount charge for the respective Lease Agreement, which will appear on the May billing statement We spoke with Ms*** on May 4, 2017, and relayed the aforementioned information and resolution to her. Ms*** expressed her satisfaction in Sprint’s effort to resolve her concernsWe appreciate Ms*** for taking the time to provide us with her experiences with Sprint’s Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms***. If Ms*** has any additional concerns related to this issue, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

August 3, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the length of time taken to credit his disputed $deductible that resulted from someone fraudulently filing a device claim. He further stated that he was advised that he would be contacted within hours but he was not contacted. Mr*** stated that he contacted Sprint again and he was advised that it would take business days to resolve his billing issue and that his money would not be refunded until the fraud investigation was completed. As a result, Mr*** requested that we credit his disputed account charges and refund his money. We regret any delay that may have occurred in addressing Mr***’s reported billing concerns. Our records reflect that he was recently billed a $deductible for a device insurance claim. Further, his issue was forwarded to our Fraud department, and on July 18, 2017, credits totaling $were applied to his account to offset his disputed charges because fraudulent activity was confirmed. During our July 24, 2017, conversation with Mr***, we provided the information above. Further, we advised that we would process a refund of $to his financial institution. We contacted Mr*** again on the same day and advised him that his $payment was refunded and that he would need to follow up with his financial institution within to hours. Mr*** was satisfied with our resolution. If we can be of further assistance regarding this matter, Mr*** 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

October 25, 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*** ***Sprint received this inquiry on October 10, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** states he is year Sprint customer and decided not to renew his contract due to his customer service experience and billing concerns. Nevertheless, he states that he was persuaded into renewing his contract with a guarantee that charges would be accurate per the terms of his service plan. He further stated that he was advised if he was not satisfied with his billing, he can opt out of his contract without penalty. After changing his service plan, he states for the last seven months he has spent thousand of dollars and his service plan has changed numerous times. Mr*** further states he has been unable to resolve his account billing concerns and as a desired resolution to this matter, he wants to cancel his account without incurring cancellation fees. We spoke with Mr*** regarding his account billing concernsDuring our discussion with Mr***, he stated that he believes he has overpaid his account and that he is being billing incorrectlyHe also stated that he was quoted $275, before taxes and surcharges, for his four phone lines under the $Unlimited plan. We advised Mr*** that his service plan was added on March 22, 2016, for the $Unlimited Plan (2nd line $45, 3rd line $and 4th line free) for unlimited talk, text and data. We advised him that his March billing statement indicates that he was billed under separate service plans for two phone lines and this caused an increase to his monthly billing. We further advised him that he was billed correctly on his April through August invoices; however, he was not assessed the monthly lease charge for phone line ending in ***We explained to Mr*** because he was not billed for the lease charges, we applied the July and August monthly lease rate to his September billing statement. We further explained that his monthly rate is $260, excluding taxes and surcharges, for his four phone lines. Additionally, we applied credits totaling $to his account to offset the additional cost towards the March billing statement and late fees. With this credit, Mr***’s account balance was reduced to $for the September billing statement, which he agreed to pay. We advised Mr*** that we will monitor his next month’s billing to assure that his account is billing correctly. Mr*** accepted our resolution and agreed to continue service with Sprint with the understanding that the account is billing correctly We apologize for any inconvenience this matter has caused Mr***. If Mr*** needs further assistance regarding this matter, he 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