Sprint Corporation

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

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

[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,
*** ***

May 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** to our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that her Samsung Galaxy Spreviously stopped working in conjunction with her visit to a Sprint retail store in August 2016. She indicates that our sales management later replaced her Samsung Galaxy Swith a new LG Stylo phone. She also indicates that the replacement LG Stylo phone that she received in August stopped working in May 2017, and she activated the above-referenced Samsung Galaxy Sphone back again on her phone number. She states that she also purchased a prepaid phone through another carrier. As a result, she requests that she receive a Samsung Galaxy Sto replace the LG Stylo that stopped working. She also requested that Sprint reimburse her for services provided to her through another carrier. During our discussions with Ms***, we confirmed with her that her above-referenced Samsung Galaxy Sstopped working in August 2016. We also confirmed that our sales management team replaced her Samsung Galaxy Swith a new LG Stylo phone in August 2016. We also confirmed that she used the above-referenced new LG Stylo phone from August to May when she states the replacement LG Stylo also stopped working. She stated that she couldn’t use either her previous Samsung Galaxy Sdevice or her LG Stylo replacement phone. During the time that we were reviewing her request for another replacement phone, Ms*** purchased a new LG Stylo on an Installment Billing Agreement (IBA). As a result, she requested that we apply account credits to offset the IBA charges assessed for the LG Sylo phone that she purchased. In view of any misunderstanding regarding this matter, and to reach an amicable resolution, we applied a $account credit to offset the IBA balance for her new LG Stylo that she purchased for the phone number ending in ***. We advised Ms*** that she has the option to provision Total Equipment Protection (TEP) on her phone number ending in *** to provide for replacement phones in the future. We also advised her that we will be unable to reimburse her for her phone purchase and services provided with another carrier. Ms*** stated that she was satisfied with our handling of the matter. Should Ms*** need further assistance in regard to this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Pa*** SExecutive Services Analyst

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** expressed his dissatisfaction with the level of service received at a Sprint retail location, stating that he was offered a lease for the Samsung Galaxy Sdevice. However, he requested to purchase it at discount pricing with a two-year Service Agreement. Like many retailers, Sprint’s pricing and purchase methods do change on occasionWhile we no longer offer subsidized two-year device pricing effective March 10, 2017, we are pleased to continue to offer a variety of affordable options for the latest smartphonesWe are simplifying our customers’ device purchase experience, allowing them to lease or purchase their favorite device in monthly installments We spoke with Mr*** on June 1, 2017, apologized for any possible miscommunication that may have occurred. In an effort to resolve this matter, we canceled the lease agreement for the Samsung Galaxy Sdevice and billed his account $for the device as a one-time exceptionWith this action, Mr*** confirmed his issue has been resolved We appreciate Mr*** for taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Shandrannia *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of MsShandrannia ***. We appreciate your assistance in bringing our customers’ concern to our attention. Ms***’s filing expresses network usage concerns with her account. She is dissatisfied with service levels at her home addressShe has requested that Sprint review her concern and provide a credit to her account for service charges billed As stated in our Terms of Services, our coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditions. There are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or that otherwise impact the quality of service. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, you may experience difficulty making or receiving calls when indoors. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the sameHowever, in an effort to amicably resolve her concern, we have applied a one time $credit to Ms***’s Sprint account We regret that Ms***’s experience with service at her home is falling short of her expectations. We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage. Please be assured that we value this feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area We regret any inconvenience this matter may have caused Ms***If I may be of further assistance regarding this matter, Ms*** can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

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

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

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

August 4, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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*** states that he requested to change his service plan and was advised that it would backdated to the beginning of his bill cycle. He states that he reviewed his subsequent bill and noticed that his charges increased to $and that he had two different service plans. He further states that he contacted Sprint and that he was offered a $credit but the amount is not enough to offset the extra charges. As a result, Mr*** is requesting that we credit his bill in full. We regret any possible misunderstanding that may have occurred regarding Mr***’s billing. Our records reflect that his service plan was corrected on July 14, 2017. Our records further reflect that because his service plan was backdated to the beginning of his bill cycle, his charges were prorated. Our records further reflect that he received a $credit to offset a portion of the prorated charges. Further, one of our representatives applied another $credit to his account to offset a portion of his charges. During our conversation with Mr*** on July 25, 2017, we provided the information detailed above. He stated that his bill should be $263. In an effort to resolve this matter amicably, we offered him a one-time credit of $to offset the difference between his prior service plan and his current service plan. He accepted our offer and was satisfied with our resolution. We appreciate Mr***’s taking time to provide details of his 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 will utilize this input to improve our training and processes. If we can be of further assistance with these concerns, Mr*** can contact me directly 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

January 5,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Account XXXXX***
Case ***
Dear Ms***:
Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your
assistance in bringing our customers’ concerns to our attentionWe spoke with Ms*** on December 31, 2015, regarding her account concernWe are confident her issue has been addressed and resolved to her satisfaction
In her inquiry, Ms*** states she was attempting to activate a different phone for a line of service on her account and was experiencing issuesShe contacted customer service and her issue was not resolvedAs a result, she is requesting that this matter be reviewed
During our conversation with Ms***, she indicated she logged into her account on www.sprint.comShe noticed the incorrect phone was active on the line of service she was attempting to changeShe performed the change online and the device is working fineAs a gesture of goodwill, we applied credit equal to one month of service for phone number ending ***
We appreciate Ms*** for taking the time to provide us with details of her experience with activating a different phoneWe 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 inconvenience Ms*** may have experienced as a result of this matterIf we can be of further assistance, you can contact the Executive & Regulatory Services department toll free at ###-###-#### using extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time
Sincerely,
Ann H
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,*** ***

[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 will be in contact if they do not remove all the inquiries from my credit reportI do accept the $for wasting my time
Regards,
*** ***

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

December 27, 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 Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information received, Mr*** disputed our completing an evaluation of his credit during a recent interaction at one of our retail locations, citing that we did not fully disclose to him all charges related to Sprint services prior to taking that action. He requested that the associated inquiry be removed from his credit report We regret any possible misunderstanding that may have occurred regarding the cost of our services and Mr***’s decision to not pursue activation of services with us. Based on information he provided during our telephone conversation with Mr*** on December 16, 2016, we forwarded his request to the appropriate Finance team for review. During our folle-mail messages with Mr*** on December 27, 2016, we advised him that we have taken steps to have the referenced credit inquiry removed from his credit record. We asked that Mr*** please allow up to days for the completion of that process We regret any inconvenience this issue may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst Tell us why here

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

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

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My
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, Mr*** stated that he contacted Sprint in December and requested his account to be cancelledHe stated that the representative advised him that it would be cancelled at the end of the billing cycle in January 2017. He stated he was advised that his final bill would be $120. He stated he then discovered that one of his telephone numbers had not been cancelled as he had requested and he received a bill for approximately $and his account was sent to an outside collection agency. He is requesting a resolution to these issues After completing a review of Mr, ***’s Sprint account from September to January 2017, we were unable to identify any billing errors. Mr***’s balance in the amount of $consists of unpaid monthly recurring charges We spoke to Mr*** on April 3, and provided him with the above-referenced information. At his request, we cancelled the number ending in effective immediately. In an effort to reach an amicable resolution, we offered and Mr*** accepted a courtesy credit in the amount of $300, which was applied to his account. After the credit was applied, the adjusted balance was $165.46. Mr*** made a payment with his credit card in the amount of $165.46. His account is now closed and reflects a zero balance. He stated that he considers the issue resolved to his satisfaction We appreciate Mr*** taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If we can be of further assistance, we 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 RExecutive 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

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