Sprint Corporation

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

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

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

[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 12154634, and find that this resolution is satisfactory to me
Regards,
*** ***

We spoke with one person from Sprint via email and phone stating the issues were being addressed and correctedOur bill never got corrected I am attaching proof of what was said by Joseph *** as far as how much we would payJoseph *** is the store manager in Little Rock, AR
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

May 25, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File ***, *** ***
Sprint Account XXXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 15, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the balance reflected on her Sprint account. According to Ms***, an end user on her account ported-out phone number ending in *** to another wireless service provider, without her authorization, resulting in her account being assessed equipment related cancellation charges. Ms*** requested that Sprint review this matter and apply an adjustment to her account accordingly to offset the disputed charges Sprint has reviewed Ms***’s complaint. We spoke with Ms*** during May 2017. Please note that once a customer’s device is cancelled along with the respective Installment Billing and/or Lease Agreement, the account is assessed accelerated Installment Billing and/or Lease Cancellation and Lease Device Purchase Amount charges. Though the Installment Billing and/or Lease Cancellation and Lease Device Purchase Amount is charged to the account, the charges will not become due until the customer’s next bill cycle due date. We further note that the Lease Cancellation and Lease Device Purchase Amount charges are waived once Sprint receives the current device at the warehouse. In addition, it may take up to two bill cycles for the returned equipment to be processed Furthermore, please note the Number Portability process is uniform across all carriers and is regulated via the Federal Communications Commission (FCC); therefore, we are unable to alter the process. For security purposes when we receive or initiate a port request, it is necessary to obtain or verify pertinent billing information regarding the account, which may include, but is not limited to, the account number, account holder's name, phone number and the Social Security Number that is referenced on that account. Provided that this information is accurate, the port will be approved in accordance with FCC guidelines. As all information was correctly provided and the guidelines were followed, the aforementioned phone number was successfully ported to Sprint. After investigating this matter, we explained to Ms*** that the cancellation of phone number ending in ***, via port request, was requested and/or authorized by an end user on the account. However, to mutually resolve this matter, Sprint agreed to apply a total adjustment of $to Ms***’s account to offset the cost of the Lease cancellation and Lease Device Purchase charges as reflected on the April billing statementThis adjustment will appear on Ms***’s June billing statementMs*** expressed her satisfaction with the resolution provided We regret any inconvenience this matter may have caused Ms***If Ms*** would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

June 9, 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 customer’s concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with monthly Sprint charges being higher than quoted to her prior to her service cancellation and with our processing a payment from her bank account without her authorization to satisfy her outstanding final account balance. Ms*** requested that her final bill be adjusted to $ We regret any misunderstanding that may have occurred regarding Ms***’s Sprint billing or the processing of her disputed payment. We were unable to identify any billing error associated with her Sprint account prior to her service cancellation, based on her chosen rate plan, equipment, and other account optionsWe determined that the charges assessed to her account were for services used prior to March 10, 2017, when she ported her mobile number from our network to another provider and cancellation/acceleration charges associated with her leased device that was not returned to Sprint when she ported that number, pursuant to the terms of her signed lease agreement. In addition, we confirmed that Sprint sent a letter to Ms*** on May 2, 2017, advising that her outstanding account debt would be processed for payment within days from the date of that letter. We further explained that, in accordance with our Terms and Conditions of Service and Ms***’s accepted Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to us. Additional information regarding our payment protocol is available on our website at www.sprint.com/termsandconditions. After further research, we determined that Ms***’s financial account information was stored in her account wallet in our billing records for future payments toward her accountAs a result of our review, we are unable to identify any error on the part of Sprint related to Ms***’s dispute, and we must respectfully decline Ms***’s account re-rate request 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 Ms***’s 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 with these issues, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext***. I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Sprint Account xxxxx3716, *** *** 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 received, Mr*** stated that when he upgraded to a new device on the Sprint Leasing program he was advised that he could upgrade at anytime. However, he was later advised that information was incorrect. Additionally, he stated that he experienced technical issues with the device and since the device was physically damaged he paid $deductible to have the device replacedMr*** stated that the replacement device he received experienced technical issues and another replacement was ordered approximately a week ago; however, it has not been received. He is requesting to receive a bill credit for the time he has been waiting for the replacement device, to upgrade to a new device and have his current lease agreement cancelled 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 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 and the lease payments 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/LeaseThis information is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process Additionally, 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 Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in 2443. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up 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. During our conversation with Mr*** on June 20, 2016, he advised us that he contacted our Customer Care department on June 9, 2016, and his account was updated to reflect that he was eligible to upgrade to a new device effective immediately. As a result, we agreed to credit the lease cancellation charges with the return of the undamaged device to our warehouse. We mailed a postage-paid return label to the address on file on June 9, 2016. Additionally, Mr*** upgraded to a new device and accepted a new lease agreement for phone line ending in on June 17, 2016, and confirmed that his issue is resolved. Please note the undamaged device must be received in our warehouse by July 8, We appreciate Mr*** taking the time to provide us with his feedback regarding his experience with our retail store representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience this issue may have caused Mr***. If I can be of further assistance with this matter, he can contact me by calling our Executive & Regulatory Services department toll-free number at 1-855-848-extension 1069. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** *** *Executive Services Analyst

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

March 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** A***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** A***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** stated that he has made numerous attempts to cancel his tablet line of service since January but that we continue to bill him for that service We regret any misunderstanding that may have occurred related to the cancellation and billing of Mr***’s referenced line of service. Our records reflect that Mr*** initially contacted our Customer Care department on January 13, 2017, to arrange for the cancellation of that line but that the cancellation was not processed as requested. Our records further reflect that he contacted us again on March 13, 2017, due to the line remaining active and again requested that we terminate that service. At that time, the line was set to cancel at the end of his billing cycle, April 4, We spoke with Mr*** on March 15, 2017, and confirmed the information noted above. At his request, we canceled the line of service effective immediately. We also verified that representatives of our Customer Care department previously applied two $credits to his Sprint account on February and March 13, 2017, to offset the rate plan charges billed subsequent to his initial request. We then applied additional credits totaling $to his account to offset his remaining balance as a courtesy due to the delay in honoring his request. We appreciate Mr***’s taking time to provide details of his 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 We regret any inconvenience this matter may have caused Mr*** but are pleased that we were able to satisfactorily resolve his reported concerns. If we can be of further assistance with this issue, he 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

September 29, 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 the information provided, Ms*** disputed a final invoice that was forwarded to her attention from Sprint after she cancelled her account, citing that she received confirmation from multiple Customer Care representatives that when she cancelled her account, her financial obligation had been fulfilled. Ms*** requested credit of the outstanding balance and that her account is not reported to the various credit bureaus We appreciate Ms***’ 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 will utilize this input to improve our training and processes Our records reflect that on July 3, 2016, Ms*** ported out mobile number xxx-xxx-*** to another wireless service provider, and her Sprint account was cancelled. She remitted a payment of $81.98; however, her account had completed a billing cycle, and was generating her July billing statement for the billing period of July through July 31, 2016. Our records reflect that the Account Spending Limit (ASL) and surcharges were credited; however, the rate plan’s monthly recurring charges were not credited. Sprint advertises and provides services in monthly increments. If services are terminated before the end of a billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in a service plan. Additional information may be reviewed at our website, www.sprint.com Our records reflect that the total for the August invoice for billing period July 1, 2016, to July 31, 2016, and the late reflected on the September invoice totaled $80.82. While our records do not reflect any billing error on our part, on September 16, 2016, a department within Sprint spoke with Ms***, and in an effort to resolve her concerns, credited the full balance of $to close the account. Further, because the account had not been forwarded to an outside collection agency, it was not reported to the various credit bureaus During our discussion with Ms*** on September 22, 2016, the information outlined above was explained to her. We also advised her that she will receive a final invoice in October 2016, which will reflect the $credit adjustment and a zero balance. Ms*** expressed her satisfaction with our findings We regret the loss of Ms***’s business, but are pleased that we were able to resolve these matters to her satisfaction. If we can be of further assistance with these issues, 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 3:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

October 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, Matthew * *** Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental complaint of Matthew * ***According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received and the handling of his equipment/installment billing concernsHe is requesting a credit of $to resolve his issues We previously spoke with Mr*** on October 2, 2017, regarding his concernsWe explained that when the line ending in *** was ported-out the remaining installment charges of $were accelerated because the agreement was canceled prior to the satisfaction date of August 27, We regret any misunderstanding that Mr*** may have received from *** *** regarding the agreement and return policyDuring our handling of Mr***’s original complaint, we offered the return the equipment for credit of $With regard to his request to unlock his device on line ending in ***, the finance term of his installment agreement would need to be met and paid in fullTherefore, we respectably declined Mr*** request for additional credit During our follconversation with Mr*** on October 12, 2017, we reiterated the offer to return the equipment for credit of $375, which Mr*** declinedAlthough no Sprint error occurred, we offered Mr*** a credit of $to bring closer to his issueMr*** agreed to the credit and had no other concerns If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive 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 meIt's okay but the representative did not mention during our conversation that the credit could not be applied toward the equipment as stated in their response
Regards,
Beverly C***

April 21, 2017 Revdex.comWard Parkway, Suite 200Kansas City, MO 64114 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*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that she recently found out that she has been paying for two lines of service when she only has oneAs a result, she is requesting the additional line of service be cancelled and a refund of the months she has been paying for a second phone line During our discussion with Ms*** we advised her that our records reflect that on November 8, 2016, Ms***, accepted a 24-month lease for an iPhone Plus device that was activated on her account for wireless line ending ***; however, the device was transferred to her existing wireless line of service ending *** and she confirmed her agreement of the monthly payments by her signature on file Effective on September 19, 2014, Sprint launched the Sprint Lease program, which 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. More information regarding the Lease program is available at our website, www.sprint.com/lease. Upon the activation of her wireless line ending ***, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copy of her Lease Agreement for the secondary line of service added to her account, which includes a description of the charges in questionBased on our review, we were unable to identify a Sprint error regarding the terms of her agreement or the secondary line of service. During our discussion with Ms***, she advised that she lost her iPhone device for wireless line of service ending *** and was led to believe that she was just getting a replacement phoneWe regret any possible misunderstanding she may have received regarding the warranty and Total Equipment Protection (TEP) options available to her. In an effort to reach an amicable resolution, per her request, we cancelled the service for her wireless line ending *** on April 21, We also cancelled lease agreement ***, which was associated with her wireless line of service ending ***Although Sprint has been unable to determine an error in this matter, as a gesture of goodwill, we applied credits to her account to offset a portion of the disputed final lease cancellation and accelerated charges minus the $deductible Ms*** would have paid providing she had replaced her device via the provisions of her TEP optionRespectfully, we must deny her request for a refund of any monies already paid toward her secondary line of service ending ***Ms*** stated she accepted our offer and she understood our findings. We have also transferred the lease agreement for Ms***’ iPhone device to her wireless line of service ending *** and the lease agreement will be satisfied in March 2018. At that time, Ms*** can return the device to Sprint or purchase the device by paying the purchase option price of $182. Sprint is continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes. We regret any inconvenience that this matter may have caused. If I can be of further assistance, Ms*** can contact 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 ***Executive Services Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that she was advised on multiple occasions that she could keep her phone number. However, she stated that she was later advised that she could not keep her old phone number. As a result, Ms*** is requesting that Sprint review this matter and allow her to keep her old phone number Base upon our research, our records reflect that Ms***’s issue was resolved as of May 23, 2017, and she was able to keep her old phone number. We attempted to contact Ms*** via telephone and email on May 26, and June 2, 2017, and mailed a letter to the address on file requesting that she contact us to authenticate the account and to confirm that her issue is resolved. Unfortunately, we have been unable to reach her and she has not returned our call. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with an authorized account contact and have them provide us with the aforementioned security information before we can discuss the account or assist with the concerns raised in the complaint. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with the account. Ms*** 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 want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that these matters may have caused. If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

September 29, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxx*** 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 filing, Ms*** expressed her dissatisfaction with not being able to upgrade her device online because of the device lease commitment balance. She also stated that she wanted to take advantage of device activation fee and shipping fees credit by ordering online. Ms*** described unfavorable customer experiences during her attempts to address these concerns. She requested an apology for her overall experience We regret any misunderstanding that may have occurred in regard to Ms***’s referenced online device upgrade and the promotional offer concernsOur records reflect that Ms*** has a current 18-month device lease commitment which was initiated on December 3, 2016, on our iPhone Forever program. The Sprint iPhone Forever Program requires that customer to fully pay total months monthly lease charges in order to be eligible for early upgrade or if upgrade is required less than before months, the full lease commitment balance on the device must be paid off to qualify for an early device upgrade. Our records reflect that Ms*** would be eligible for the early upgrade after her monthly lease payment in December 2017. Based on the nature of Ms***’s inquiry and our review of this matter, it will be necessary for us to speak with her directly to obtain her account security information and obtain additional details that will aid in our investigation. Unfortunately, our attempts to contact you via telephone and e-mail to discuss her reported concerns in detail on September and 21, 2017, were unsuccessfulWe also sent a letter to Ms*** at her billing address of record via U.SMail on September 22, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly for assistance. To date, we have not yet received any response from her. 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 believe that we can fully address Ms***’s reported concerns, and we look forward to having the opportunity to do so. As such, if this matter remains unresolved, we invite her to contact me directly by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, Beatrice R Executive Services Analyst

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

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** J*** 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 provided, Mr*** disputed the outstanding balance due reflected on his closed Sprint account, advising that his Sprint services were active for only a week and that, due to his having transferred his mobile number from Sprint to one of our prepaid subsidiaries, he was previously advised that the charges would be removed. He also described unfavorable customer experiences during his attempts to address that matter. We regret any misunderstanding that may have occurred regarding Mr*** referenced Sprint billing. Our records reflect that he established his Sprint account on March 2017, but terminated those services when he transferred his mobile number from our post-paid platform to one of our prepaid subsidiaries and returned his Sprint equipment to the point of sale on April 6, 2017, within our 14-day Satisfaction Guarantee period. We confirmed that Mr*** received a full refund for the cost of his equipment. However, he is responsible to pay for the service during the days that his Sprint service was active During our June 14, 2017, conversation with Mr***, we explained the information outlined above. He agreed to remit payment but reiterated his dissatisfaction with the manner in which this issue was previously addressed. We thanked him for his candid feedback and assured him that we remain dedicated to customer satisfaction We verified that Mr*** remitted his payment of $on June 15, 2017. We applied a 41-cent credit to his account on June 27, 2017, to offset the late fee assessed on that amountWe also followed up with him to advise of our actions and to assure him that his account is now in closed status with a zero balance. Additionally, we confirmed that no negative information has been reported to the credit bureaus regarding this matter. Mr*** acknowledged his satisfaction with this 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 that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of this issue. If we can be of further assistance with this matter, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 14, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she canceled her tablet line and added a new voice line of service to her account in April using an inactive device from another line. Ms*** advised that she wasn’t aware that she was required to return the inactive leased device associated with one of the lines she recently upgraded as she thought she could continue to pay the lease charge and use the device on a different line. However, Ms*** indicates that she was billed for the device and would like for Sprint to work with her on payment of the outstanding balance We regret any possible misunderstanding that may have occurred regarding the leased device in question. We contacted Ms*** and explained that when she upgraded the device on line ending ***, the current lease agreement was terminated for the iPhone device and a new lease was established for the iPhone device upgrade. In accordance with the terms of her lease agreement, the leased device must be turned in; otherwise, she is subject to the Purchase Price Option (PPO) for retaining the device. Ms*** expressed her understanding of that now, but is seeking arrangements for her outstanding balance. Although we were unable to identify a Sprint billing error, due to any possible misunderstanding that may have occurred in this matter, we extended her service until June 17, 2017, to allow her time to pay the $past due balance on her account. She currently remitted $on June 12, 2017, and the remaining $is due by June 17, 2017. Once the past due balance is paid, the current balance of $286.39, which include charges for the June 12, 2017, invoice is due by July 2, 2017. Ms*** confirmed satisfaction with the actions taken We appreciate Ms*** for being a valued Sprint customer. If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive 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