Sprint Corporation

April 19, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File #***, *** *** Sprint Account: XXXXX***
Sprint Case #*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on April 5, We appreciate your assistance in bringing our customer’s concern to our attention In Ms***’s filing, she believes that she was provided with incorrect information pertaining to the Lease Agreement fulfillment date associated with phone line ending in ***, upon visiting a local Sprint Retail Store location. Ms*** stated that she was informed that she could transfer the remaining terms of the Lease Agreement from phone line ending in *** to phone line ending in ***. Additionally, Ms*** expressed her concerns with the inability to change the phone number on a line of service associated with her accountFurthermore, Mr*** stated that she had an unfavorable customer service experience while attempting to resolve her account concerns. Ms*** requested that Sprint review these matters and respond accordingly. Sprint has reviewed Ms***’s complaint. According to our records, Ms*** upgraded the devices associated with phone lines ending in *** and *** on April 3, and October 18, 2015, at a third-party retail store location, Best Buy Mobile. At that time, she activated a Samsung Galaxy Sand Samsung Galaxy Sdevices via Sprint’s 24-Month Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease We regret any miscommunication that may have transpired between the Sprint Retail Sales representative and Ms*** pertaining to her account concernsWe have confirmed that Ms*** completed the terms of the Lease Agreement associated with phone line ending in *** and returned the Samsung Galaxy Sdevice to our Returns warehouse in exchange for the waiver of the Lease Device Purchase Amount option of $Please note that our Returns warehouse confirmed receipt of the above device on April 11, 2017, and her account was adjusted accordinglyIn an effort to obtain clarification for Ms***’s additional account concerns, we attempted to contact her via phone and email on April 7, 11, and of of Subsequently, we received e-mail communication from Ms*** on April 17, 2017, advising us that we can disregard this complaint since her account concerns were completely resolved. Should Ms*** have any additional concerns regarding this matter, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience. We appreciate Ms*** taking time to provide details of her experience with Sprint. 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 Ms*** may have experienced while attempting to resolve this matter. If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine D*** Catherine D*** Executive & Regulatory Services Analyst

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Revdex.com Case *** Sprint Case ***, Amy *** Sprint Account xxxxx*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry from MsAmy
***. We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms*** states that she is dissatisfied with the collections activity on her canceled Sprint account due to dispute of service charges while it was active We spoke with Ms*** on October 10, 2017, and after reviewing the account, we are confident that her concerns have been addressed. We have, in an effort to bring about an amicable resolution, applied a credit to negate the total balance reflected due to a possible misunderstanding when requesting that the account be canceled in December as a result her account is closed and reflects a zero balanceMs*** has verified that she is fully satisfied with the resolution provided We regret any inconvenience that this matter may have caused. If we can be of further assistance, you can contact the Executive & Regulatory Services Department toll-free at ###-###-#### Ext***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jason HExecutive Services Analyst

September 8, 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 inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** reports that his *** *** device is shutting off and turning on by itselfDue to these issues, Mr*** is unable to use his device. Mr*** seeks assistance with replacing his device We spoke with Mr*** on September 8, 2016, and resolved his concerns with the *** *** device associated with his line ending in ***. We ordered a replacement device which will be delivered to Mr***We informed Mr*** of the return process for the defective deviceMr*** is satisfied with our resolution We regret any inconvenience that Mr*** may have experienced as a result of this issue. If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, *** *** *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 me for the momentBut I would prefer to wait for next months bill to come so I can see if they stuck to their word or if I have to go through all the trouble again
Regards,
*** ***

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that she filed a previous Revdex.com inquiry and the inquiry was closed for no contact and she was never contacted. She stated that she does not receive all of her incoming calls and her phone overheats frequently. As a result, she is requesting to cancel her service with a waiver of the cancellation fee Our records reflect that we attempted to contact Ms*** via telephone and email on March 13, and 15, 2017, and mailed a letter to her address on file on March 16, 2017, advising her of our receipt of her complaint and our need to speak with her directly. In addition, we attempted to contact Ms*** on April 4, and 6, 2017, via email and telephone, but were unsuccessful in reaching her and did not receive a return call. We regret that Ms***’ experience with service in her local calling area is falling short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. 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 same. Estimating wireless coverage, signal strength, and service speed is not an exact science. 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 otherwise impact the quality of service. Our records reflect that currently our network is performing within operating perimeters in Ms*** local service area All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Ms*** subscribes to Sprint Total Equipment Protection (TEP) on her telephone number. Therefore, if the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Replacement devices may be of a like or comparable model. If the problem with her device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim. A $to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. We spoke to Ms*** on May 4, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to waive the accelerated cancellation charge for the number ending in 1122, with the return of the undamaged device to our warehouse. She accepted our offer and a postage paid return envelope was sent to Ms*** address on file for her to return the device. Upon confirmation that the device has been received, we will credit the cancellation fee. Ms*** stated that she considers the issue resolved to her satisfaction. This offer is valid for a period of days from the date of this response 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 ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services ***

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** ***-*** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms***-***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms***-*** described unfavorable customer experiences during her attempts to remit payments or contact us to discuss any aspect of her Sprint account since February 2016, when multiple payments previously remitted to her account were reversed. She also disputed the interruption of her Sprint services although she had previously established arrangements to pay toward her past-due account balance. We regret any possible misunderstanding that may have occurred regarding Ms***-***’s ability to remit payments, establish payment arrangements, or contact our Customer Care department. However, as representatives of our Consumer Finance department advised her in February 2016, her account has been flagged to reflect that we can only accept cash or Money Gram payments toward her account balance due to the number and nature of the referenced reversed payments. Our records further reflect that we are currently unable to allow payment arrangements on her account and that her attempts to establish such arrangements on February 23, March 9, and April 6, 2017, were systematically canceled for the same reason. As such, and because we did not receive payment from Ms***-*** to satisfy her past-due account balance via acceptable forms, we suspended her services for non-payment on February 15, 2017. During our conversation with Ms***-*** on April 12, 2017, we explained the information noted above. She stated that she mailed a certified letter to us regarding her payment issue. We advised her that the letter was received in another department and we contacted her in response to this filing. Although we were unable to identify any error on the part of Sprint related to Ms***-***’s billing or the financial status of her account, we offered to submit a request to our Consumer Finance department to have her account reviewed for the possible removal of the online payment block. She acknowledged our offer but stated that she wanted to terminate her services. We agreed to further review her reported issues and her request and would call her again within a few days. We contacted Ms***-*** on April 25, 2017, and advised her that the online payment block was removed from her account and that she is now able to remit payments online going forward if she would like to reconsider and maintain her services with us. However, she reiterated her dissatisfaction with the manner in which her reported issues were previously address and advised of her intent to terminate her services soon. We thanked Ms***-*** for her feedback but advised that canceling her Sprint services prior to the satisfaction of her current device financing agreements would lead to additional charges. We informed her that she would need to return her leased devices to our possession, in good working order, pursuant to terms of her lease agreements and that, once those devices are received in our warehouse, we would offset the Device Purchase Option portion of those charges. However, she would remain responsible for the lease cancellation charges for those devices, as well as the accelerated pay-off balance for the device she purchased on an installment billing purchase agreement. We appreciate Ms***-***’s taking time to provide details of her experiences 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 We regret any inconvenience these issues may have caused Ms***-***, as well as the possible loss of her business. If we can be of further assistance with these concerns, Ms***-*** 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

April 18, 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 upgraded her device for phone ending in ***, and returned the device she was previously leasing She stated that although she returned the device she was billed lease accelerated charges which she paid to prevent her service from being interrupted due to the equipment charges on the account. As a result, she is requesting that we credit the equipment charges that were assessed to her account and process a refund for $the payment she made During our discussion with Ms*** on April 14, 2017, we apologized for any possible misunderstanding that may have occurred. Further, although we could not confirm the device was returned we applied courtesy credits totaling $to offset the lease accelerated charges she incurred. As a result, we advised Ms*** that she had a credit balance of $and we could process a refund in that amount or she could leave the credit balance on the account. Ms*** elected to leave the credit balance on the account and she is satisfied with the resolution We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely Tobias T.Executive Services Analyst

May 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12130522, *** *** *** Sprint Account xxxxx Sprint Case To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of *** *** *** submitted on April 29, 2017. We appreciate your assistance in bringing our customers' concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with the monthly service charges assessed to his account. Mr*** stated that his Sprint account would be eligible to receive a $Gift Card for each line of service due to being affiliated with Credit Union. Therefore, Mr*** requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr***’s complaint. According to our records, Mr*** established service with Sprint on December 23, 2016, by portiphone lines ending in 9767, 2924, and 0566. In addition, he purchased four devices via Sprint’s Monthly Installment Program. Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased. For additional information and eligibility requirements customers can visit www.sprint.com/easypay Sprint has reviewed Mr***’s Gift Card concerns; we have confirmed that he did not register the above phone lines for the Credit Union and Reward Card programs. As a result, Sprint was unable to honor the $Gift Cards. To complete the validation request customers may visit www.lovemycreditunion.org/sprintrewards We spoke with Mr*** on April 30, 2017, and relayed the aforementioned information to him. Mr*** expressed his understanding and has registered his account through the aforementioned website. Mr*** has expressed his satisfaction in Sprint’s effort to resolve his concern We regret any inconvenience this matter may have caused Mr***If Mr*** has any further questions regarding this matter he can contact me by calling the Sprint Executive & Regulatory services department toll-free at 1-855-848-3280, ext7993. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Romualdo FExecutive Services Analyst

August 16, 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 filed of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information received, Mr*** indicated that the account reflects higher than expected charges. As a result, he requested assistanceAlthough we were unsuccessful in our efforts to reach Mr***, Ms*** did respond and was able to authenticate her ability to access and make changes to Mr***’s accountWe have requested that Mr*** contact us to confirm Ms***’s authority to address this matter. During our June 9, 2017, conversation with Ms***, she advised that she was promised invoice balances of $per month for the Sprint products and services that she selected. We regret any misunderstanding that may have arisen as a result of our providing a projected invoice balance. We advised Ms*** that Mr*** was provided with a projected invoice balance at the point of sale as a courtesy to assist in reviewing his purchase choices. We further informed her that invoice balances inherently change slightly due to a variety of factors and that we do not promise that any and all of Mr***’s invoice balances will reflect any exact amount. Ms*** again acknowledged that the itemized charges assessed to Mr***’s Sprint account were correctly quoted and that the charges and applicable taxes, surcharges, fees, and additional purchase charges correctly add up to the invoice balance that had been assessed We thanked her for her candid feedback regarding our invoice estimate protocol but respectfully declined her request for creditWe regret any inconvenience this matter may have causedIf Mr*** has any further concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 20, 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 Ms*** ***, submitted on May 7, We apologize for any inconvenience that Ms*** experienced as a result of this matter and appreciate your assistance in bringing our customers' concern to our attention According to the information provided, Ms*** expressed her dissatisfaction with having two separate payments processed on May 6, 2016, for the same invoiceMs*** requested that Sprint review this matter, provide a refund for one of the payments and apply an adjustment to her account for the overdraft fee that was assessed by her financial institution Sprint has reviewed Ms***'s complaintAccording to our records, two separate payments of $were processed via the Sprint Zone application on May 6, Ms*** contacted Sprint the following day, May 7, 2016, and inquired about receiving a refund for one of the above paymentsA refund was subsequently processed on May 9, for $128.06, which was applied to her credit card on file We spoke with Ms*** on May 16, 2016, and she confirmed that the disputed payment was refunded to her credit card on file; however, Ms*** requested that we compensate her for the overdraft fee of $that was assessed from her financial institution due to the duplicate payment, which contributed to a second overdraft fee of $for an unrelated expense Although Sprint is unable to refund or offer credit for overdraft or other fees imposed by other companies for insufficient funds; to amicably resolve this matter, we agreed to apply a one-time courtesy credit of $to her account, and Ms*** accepted our resolution We appreciate Ms*** for taking the time to provide us with the details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processes If we can be of any further assistance regarding this matter, Ms*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand 2:p.m., Central Time Sincerely, Robert M Robert MExecutive Services Analyst

December 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Case *** Sprint Account xxxxx***, *** *** To Whom It May
Concern: The above referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received from your office, Ms*** states that she is dissatisfied with billing on her accountShe attempted to complete a change of ownership of the accountHowever, the change of ownership was not completedThe service was then canceled and a balance remained on the account, causing her to receive collection noticesShe is requesting that the balance be addressed and that she no longer be required to pay any funds towards the balance Based on our research and due to any possible misunderstanding, in an effort to bring about an amicable resolution, we agreed to provide a one time credit to Ms***’ account totaling $for the disputed amountThis brings the balance on the account to zeroIt is now closed in good standingMs*** confirmed satisfaction with the resolution We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance with this matter, she can contact me by calling the Executive and 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

May 12, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***:
On May 4, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr***’ monthly service charges are to be $180, plus taxes; however, he indicates that he is being billed more. Mr*** also expressed his dissatisfaction with the level of service received while attempting to resolve her concerns. We appreciate your assistance in bringing Mr***’ concerns to our attention The Family Unlimited plan has a monthly service charge of $for the first two lines of service and $for each line from the third up to the tenth line when activated with a non-discounted device. An additional $monthly Subsidized Phone Charge per line is billed when a discounted device is activated on phone lines with this service plan. Customers can find the full details of this plan as well as all of our current plans at www.sprint.com. We regret any confusion regarding Mr***’ monthly service charges. On May 11, 2017, we contacted Ms*** to discuss her husband’s concerns in detail. Because Mr*** accepted discounted devices for the lines ending in *** and *** in exchange for a two-year Subscriber Agreement, the account was billed a $Subsidized Phone charge per line. In an effort to resolve this matter, we applied a promotion to the Family Unlimited plan that will waive this charge through the end of Mr***’ two-year agreements. Additionally, credits totaling $were applied to offset the disputed charges included on the April invoice. As a result of these credits, the account reflects a remaining balance of $ We appreciate Mrand Ms*** taking the time to provide us with the details of their experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mrand Ms***’ feedback and that their concerns have been forwarded to the appropriate managerial staff for further review If additional assistance is required, Mror Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive 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 proof that I returned the I phone in he line ending in ***And I also let the customer care rep trying to get in contact with me that I did not want to talk to him with out presenting me with a resultionBecause every time I call I ended up being in the phone for hoursI also have proof of this email I sent to him stating thatIf sprint has a resultion I would like to know what it is before wast my time talking to them
Regards,
*** ***

March 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** J*** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** J***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the increase in her monthly Sprint billing since her recent equipment upgrade, stating that she was informed at that time that her billing would not change. She also described unfavorable customer experiences during her attempts to address that matter. She requested that we correct her charges as promised We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and recent device upgrade. Our records reflect that Ms*** was previously on a rate plan that billed $per month as part of a promotional offer with her previous Apple iPhone device. However, when she upgraded her equipment to an Apple iPhone 7Plus device on February 18, 2017, her rate plan was systematically changed to our $65-per-month Unlimited Plan, as the previous promotional plan is not compatible with her new device. We also identified that, during her recent equipment upgrade, Ms*** added our Total Equipment Protection (TEP) option to her account for $per month, and her equipment lease charge increased from $to $per month. A transaction summary including those charges was provided to her at the time of the in-store transaction We spoke with Ms*** on March 30, 2017, and explained the information noted above. We verified that her monthly charges increased from $to $monthly plus applicable taxes and surcharges. In addition, although we were unable to identify any error in Ms***’s billing based on her rate and equipment options, we applied a one-time $credit to her account to bring her balance due to zero as a demonstration of our commitment to excellence. Ms*** indicated her understanding of the information provided and 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 will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these issues, she can contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***. We are available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

July 7, 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’ concern to our attention. According to the information provided, Mr*** indicates that a payment of $was deducted from his debit card without his knowledge for devices that he stated he returned. Mr*** requests that we refund the disputed payment. During our discussion with Mr*** on May 23, 2017, we confirmed with him that our records do not reflect that he returned the above mentioned devices. In accordance with the Terms and Conditions of Mr***’s Wireless Agreement and the Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to for Sprint. For additional information regarding this matter, please visit www.sprint.com/termsandconditions. Furthermore, Sprint sent a letter to Mr*** April 11, 2017, advising him that the outstanding account debt payment would be processed within days from the date of the letter. After further research, we determined that Mr***’s financial account information was stored in our billing records for future payments towards the account. This led to the processing of the above-referenced paymentOur records reflect that Mr*** disputed the above-referenced payment with his bank, and the payment was returned to Sprint on June 26, 2017. We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Mr*** can contact me by the calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jersie KJersie KExecutive Services Associate Analyst JK/jf

We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** disputed the final balance reflected on her invoice after she cancelled her service in January Ms*** further indicated that when she contacted our Customer Care
department, she was advised that as long as she cancelled the account by the last day of her billing period, she would not have a balance
We regret any misunderstanding that may have occurred regarding Ms***’s monthly Sprint charges, as well as well as any delay in bringing that matter to resolutionOur records reflect that Ms***’s service was activated on December 17, 2015, and cancelled on January 26, As outlined in our Terms and Conditions of Services, monthly service charges for Sprint services are billed one month in advanceHowever, call details listed on customers’ invoices reflect call activity from the previous billing cycle
During our February 17, 2016, discussion with Ms***, we explained the information outlined above and explained her monthly charges to her in detailOur review of
Ms***’s recent billing revealed no billing errors, however, in an effort to reach an amicable resolution regarding the final balance, we agreed to credit $to close the account with a zero balanceWe advised Ms*** that she will receive a final invoice reflecting the credit that was applied, and confirming the zero balance
We regret any inconvenience this matter may have caused, as well as the circumstances that led Ms***’s decision to cancel her service with usIf we can be of any further assistance with this concern, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Wednesday and Friday between a.mand
p.m., Central Time

April 3, 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 *** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided Mr*** stated that when he purchased his device he was informed that he would receive a credit for his activation and upgrade feesIn addition, he stated he would receive percent off the price of his lease per month for line ending ***. Mr*** requested that Sprint review this matter and apply the adjustment to his account 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 pricingAs stated in our percent off Lease promotion, customer should allow up to three billing cycles for discount to reflect, contingent that they meet all requirements Based on our research, Mr***, our Account Services department confirmed that he accepted the promotion and he will receive a service credit in the amount of $that will automatically be applied within 1-billing cycles We spoke to Mr*** on March 23, 2017, to discuss his concerns in detailIn addition, we advised that our Customer Care group applied an adjustment of $to offset the activation and upgrade fees that will appear on his April invoiceTo resolve this matter, we offered to issue a $adjustment to his account to offset the partial monthly recurring access for line ending *** for his February and March invoice. We appreciate Mr*** taking the time to provide us with the details of his experience with our retail representativesWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** 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

January 13,
Revdex.com
*** *** *** *** ***
*** *** ** ***
Re: Revdex.com Case ***, *** ***
Sprint Account ***
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 provided, Mr*** disputed an outstanding balance reflected on his Sprint account, citing that he cancelled his service and turned in his device in June Mr*** requested the balance be credited and a refund for payments he made to the account after he cancelled his serviceMr*** also expressed his concern that this matter has negatively impacted his credit rating
We appreciate Mr***’ taking time to provide details of his experience with our Customer Care representatives in his attempt to resolve his accountWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize his experience to improve our customer service training and processes
We regret any possible misunderstanding that may have occurred regarding access to Mr***’ Sprint accountOur records reflect that an account was established for a line of service on October 3, 2014, through a 24-month lease agreementOur records further reflect that Mr*** visited a Sprint retail location on June 22, 2016, and returned the leased device associated with his account, and paid off the outstanding balance remaining on the lease agreement, however, his service was not cancelledFurther, we received a $payment from Mr*** on August 25, 2016, for valid service through June 22, 2016, to close accountRegrettably, a system issue caused his account to reinstate after we received the referenced paymentOn November 15, 2016, we cancelled Mr***’ account and credited all outstanding charges from June through November 15, 2016, to close his account.to close his account
During our January 9, 2016, conversation with Mr***, we explained the information outlined above, and reassured him that his account was cancelledWe further advised him that he will receive a final invoice from us, reflecting this account is closed with a zero balanceWe were also able to confirm that his account was not forwarded to a third-party collection agency, therefore was not reported to the various credit bureaus to negatively impact his credit rating
We regret any frustration these matters may have caused but are pleased that we were able to resolve Mr***’ reported concerns satisfactorilyIf we can be of further assistance related to these issues, Mr*** can contact me directly by calling our department toll-free at ###-###-####, ext####I am available Monday through Friday from 9:a.mto 6:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

September 20, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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 reviewWe appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** states that she has attempted to cancel the line of service on her account ending in *** since last year; however, the line was not canceledShe further states that in June of this year, she also attempted to cancel the above-referenced line of service, but instead she indicated she was influenced to purchase a device and keep the phone number because she was informed it would only be $more per month. However, Ms*** states that upon receipt of her invoice, she noticed a total $charge instead, and as a result, she returned the device she purchased and requested that the line of service be canceled. Ms*** indicated that from June to September 2016, the disputed line of service remained on her accountTherefore, she is requesting assistance with canceling the line of service ending in ***, and she is requesting a credit to her account for the charges incurred during the above-referenced months We regret any misunderstanding that may have occurred. Our records reflect that the Everything Data shared plan reflects on Ms***’s account and the *** line of service was being billed $each month; therefore, with the new phone and use of the line of service, a $Premium Data charge was added, which was the additional $per month; however, the combined $monthly service charge and $Premium Data charge resulted in a total $charge We communicated with Ms*** today and confirmed that line *** has been submitted to cancel at the end of the billing cycle, effective October 2, 2016. Furthermore, the charges incurred for the above-referenced line of service from June to September total $115.16. We confirmed that one of our customer service representatives offset these charges in an effort to reach an amicable resolution, and due to any possible misunderstanding regarding Ms***’s prior service termination requests for line ***. Ms*** confirmed this information, and she wanted to ensure that feedback to the appropriate staff has been communicated We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesPlease be assured that we value customer feedback and we will utilize feedback information in our training and processes We regret any inconvenience that this matter may have causedShould there be any additional questions or concerns regarding 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 F.Executive Services Analyst

June 16,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced complaint of
Mr*** ***We appreciate your assistance in bringing our customers’ account concerns to our attention
According to the information provided, Mr*** indicates that he received misinformation at the point of sale when he visited a Sprint store regarding adding additional phone lines to reduce his overall monthly bill through a new service plan; which caused his monthly bill to reflect a $increaseMr*** did indicate that Sprint resolved the difference for months through March He is requesting Sprint to resolve the difference for a total of months through March
Sprint’s Marketing Department works diligently to ensure that the information included on our web site and in our brochures are accurate and contain the information that will allow customers to make informed decisions regarding Sprint serviceWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide
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 informationIn 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
We spoke with Mr*** on June 16, 2015, and although we maintain that the signed documentation provided to Mr*** at the point of sale matches the information on recordIn an effort to amicably resolve this matter, credits totaling $have been applied to offset the $difference through March We further advised and Mr*** understands that in order for his monthly bill to reflect the promised rate, he will need to continue to pay $monthly through March
Further, Sprint appreciates Mr*** taking the time to provide us with the details of his experience with retail representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and have forwarded his feedback to the appropriate management team
Sprint regrets any inconvenience this matter may have causedIf you have any questions regarding this matter, please contact us at our Executive & Regulatory Services departmentWe can be reached toll-free at ###-###-#### or you may contact me direct at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** W
Executive Services Analyst