Sprint Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** I accept this offer to resolve the matterAnn H is also aware that $was charged to my account for an insurance deductibleThis money needs to be credited to my account as well

April 18, Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Revdex.com Case 1***, *** *** Sprint Account xxxxxx*** Sprint Case *** To Whom It May Concern, Sprint is in receipt of the above-referenced
complaint of *** *** for the account of Shane *** submitted on March 24, We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction with the inability to receive monthly service credit upon upgrading her device to a Samsung Galaxy SEdge, at a local Sprint Retail Store location. According to Ms***, she accepted the Samsung Galaxy SEdge promotional offer; however, the monthly service credit was not applied to her accountMs*** requested that Sprint review this matter and apply an adjustment to her account accordingly. Sprint has reviewed Ms***’s complaintOur records indicate that Ms*** upgraded the device associated with phone number ending in *** on January 21, 2017. At that time, she purchased a Samsung Galaxy SEdge device via Sprint’s 24-Month Installment Billing program We regret any miscommunication Ms*** may have received related to Sprint’s promotional offersPlease note that effective December 2, through January 20, 2017, qualifying customers can participate in the Samsung Galaxy SEdge promotion upon upgrading to a Samsung Galaxy SEdge device via Sprint’s 24-Month Installment Billing program. The terms of this agreement offers a promotional monthly service credit of $per monthRegrettably, the promotional monthly service credit was not applied to Ms***’s account since she purchased the Samsung Galaxy SEdge, after the promotion expired To satisfactorily resolve this matter, on April 17, 2017, our Retail Stores Management team applied adjustments totaling $to the account to offset the Samsung Galaxy SEdge promotionWe spoke with Ms*** on April 18, 2017, to relay the above information and resolution to her. Ms*** expressed her satisfaction with our resolution and nor have any additional concerns. We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, Ms*** can contact me directly at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William SWilliam SExecutive & Regulatory Services *** cc: *** ***

March 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** A***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr*** A***We appreciate your
assistance in bringing our customers’ concerns to our attentionAccording to the information provided in Mr***’s inquiry, he advises that he returned the Airave device over a month agoTherefore, he is disputing the non-return fee assessed to his account, and requesting an additional credit
Our records reflect that the Airave device was returned to us on February 22, We regret the delay in applying a credit to offset the non-return feeThere were two Airave devices in the one package sent back to our warehouse, which could have resulted in the delay in processing Mr***’s account creditAs a result, we applied a $credit to his account on March 17, 2016, to offset the non-return fee plus applicable taxes
We appreciate Mr*** for taking the time to provide details of his experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and will utilize this input to improve our training and processesIn appreciation of Mr***’s continued patronage, we applied a $credit to his account, which will offset a pending activation fee plus applicable taxes
We regret any inconvenience Mr*** may have experienced as a result of this matterIf he needs further assistance, he can reach me toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time
Sincerely,
Michal M
Executive Services Analyst

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

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

August 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 above-referenced inquiry of Mr*** ***. We appreciate your forwarding our customers’ concerns to our attention. In her inquiry, Ms*** indicated she visited a store on April 4, 2017, to purchase her leased devices. She was told it would cost approximately $and she would own the devices. She paid the amount in the store and indicates she receive a bill for $186.75. She stated she received a bill indicating the devices were $each, along with a late fee. She also stated she needs a return envelope to return a satellite. She is requesting we remove the balance due and any negative credit reporting. We reviewed Ms***’s account and confirmed she was leasing two iPhone devices. The End of Lease (EOL) purchase price was $for each iPhone. Ms*** paid $during her store visit on April 4, 2017. The EOL fee is reflected on the invoice dated April 26, 2017. We were unable to identify the $device fee that Ms*** mentioned. During our conversation she indicated she would email us the charge, but to date, we have not received the email Further review indicates Ms*** had a balance of $due by April 15, 2017, as reflected on her invoice dated March 26, 2017. The only payment that posted during this time frame was her EOL payment of $211.44. As a result, her March invoice remained unpaid and she was assessed late fees During our conversation with Ms*** on July 27, 2017, she did not accept our explanation and continued to dispute the $balance. We offered to prorate the service plan for the days she used service and she declined. As a gesture of goodwill, we issued credit for $to Ms***’s account. As a result, her account reflects a zero balance. We have reversed the collections write off and she will receive a credit deletion letter within days if it appeared on her credit report. Last, we mailed Ms*** a prepaid envelope to facilitate the return of her Airave device. We confirmed with Ms*** on August 7, 2017, that she received the return envelope. Ms*** needs to return the Airave to us within days to avoid the non-returned Airave fee of $ We regret any inconvenience Ms*** may have experienced as a result of these matters. If she needs further assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseI* no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Although an executive representative is sprint contacted me to resolve this issue, the in store manager failed to fix what he had promisedI went to the store 2/to return the deviceThe manager said the loan from the amount would appear on my bill but it would be removed be*ore my bill which was 2/On 2/my bill was adjusted to its amountThe next day my bill shows I owed The executive at sprint had called me to see if things were fixedI had in*ormed him the loan amount appeared back on my billThis was 2/The executive said he would call me backI sent him an email the following week to let him know my bill still had the chargesI have not heard back and I even called the sprint store to speak to the manager about the charges that he was supposed to adjustThe manager was out sick but an email from the store was sent to him in regards to my complaintStill nothing was resloved and my bill had charges added back on that I was told would be removed Regards,
*** ***

Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:My sister took off the password or finger idenificatication that was put on the phoneYes it help a lot but now im experenicing not hearing when others onIt happen when visiting w sisterShe was on the phone w her hubby and she
said it happen to herThis is a newer phone than my hubby but why is this happeningHe gone to the stire that closet to us times and still cant find whyWe are both not happy at allThis has to stop with barely hearing and pretending what others are sayingIt also goes offline on both phones*** ###-###-#### *** ###-###-####I as the store to check for internal hearing but I guess we are making upI have not heard from Sprint about thisThis phone a painI get stuck in text, on fb or other websitesIt took too long to get this pull upWhy do you put on the finger proof or passwordIt mess up my phone so badWe are not happy.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:We want explaination for hearing lossWe want phones that work not break downWe want better pricesWe been w Sprint for years nowWe are loyal but this is making us think you dont value our loyalty and belief in youWe demand better service and respectTake us seriouslyI did a prior complaint and nothing came out of itNo calls so please call us

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

September 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To
Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on August 17, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction with encountting an unfavorable customer service experience while attempting to resolve her account concernsMs*** further expressed her dissatisfaction with her Samsung Galaxy Edge device malfunctioning associated with phone line ending in ***Ms*** requested that Sprint review this matter, replace her device and provide her with an amicable resolution Sprint has reviewed Ms***’s complaintPlease note that all new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty We spoke with Ms*** on August 23, 2017, to address her equipment concerns. At that time, we advised Ms*** that since she subscribes to our TEP option on her noted line of serviceIf 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. Ms*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim. A deductible of $to $350, depending on the device model, is required at claim approval. Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep We regret any misunderstanding that may have occurred regarding the replacement for Ms***’s Samsung Galaxy Edge deviceWe followwith Ms*** on September 8, 2017, and relayed the above informationIn an effort to ensure a satisfactory and mutually acceptable resolution, we offered to make an appointment at the nearest Authorized Service and Repair Center location to have our Retail Store technician perform a diagnostic testing on her Samsung Galaxy Edge device or she have the option to file an insurance claim with our program administrator, Asurion by calling toll-free at ###-###-#### or www.phoneclaim.com/sprint Furthermore, we offered and Ms*** accepted a one-time courtesy adjustment of $to negate a portion of her current account balanceThis adjustment will appear on Ms***’s September 12, 2017, billing statementAt that time, Ms*** advised us that this matter has been addressed and she have agreed to contact Asurion directly to file an insurance claim. We appreciate Ms*** taking the time to provide us with the details of her experience with SprintWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

May 25, 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 inquiry of Mr*** ***. Sprint received this inquiry on May 4, Thank you for bringing his account concerns to our attention, as we appreciate the opportunity to address this matter. In his inquiry and during our discussion with Mr***, he stated that he cancelled his contract because he had an issue with his device, but a Customer Care representative kept the account active on a minimum service plan without his consent. Mr*** believed that his account was cancelled until he received a letter informing him otherwise. Mr*** also stated that his account is in collections for the $balance. As a result of this matter, Mr*** would like the account balance cleared and removed from his credit recordsDuring our discussion with Mr***, we advised him that our initial research into this matter determined that his account was billed correctlyWe attempted to explain the charges; however, Mr*** stated that he disagreed with our findings and would not give us the opportunity to outline the details of his account records. We attempted to follwith Mr*** to discuss our findings once again on May and 23, 2016; however, we were unsuccessful. We researched the information provided by Mr*** and upon completion of our investigation, we determined that the account balance is validThe account balance of $represents the charges assessed on the November through March billing statements, representing the monthly service charges, late fees and a valid Early Termination Fee (ETF) assessed for cancelling prior to fulfillment of the active service agreementUnfortunately, we have no record of a service cancellation request; therefore, the account remained active and continued to billConsequently, the account was cancelled on March 2, 2013, for non-paymentIn an effort to bring about an amicable resolution to Mr*** concerns, we are extending the offer to credit the late fees and ETF, totaling $Once the remaining difference is paid, we will be able to update the debt to reflect as paid in full (PIF); however, we are unable to grant Mr*** request to delete the referenced account from his credit records as the charges are valid. If Mr*** would like to accept our offer, we request that he contact our office directly at the number below. Our offer is available to him for the next days. We regret any inconvenience this matter may have caused Mr*** If he needs further assistance regarding this matter, he may contact me by calling the Executive and Regulatory Services department toll-free at ***, extension ***. I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central TimeSincerely, *** ** Executive Services Analyst

Please this network does not worth this amount of $that was just debited from my accountPlease the amount is above my budget and family income to sustainI would like to withdraw from thisThis withdrawal from Sprint has put my account in deficit and default that attracts extra bank chargesI use Raza calling cards to make international calls.but sprint charged me for thatPlease I would like sprint to free me from this imposed captivity because its fraud
Regards,
Chike O***

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

May 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted
on May 8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his billing concernMr*** expressed his dissatisfaction with overdraft fees being assessed by his financial institution resulting from withdrawals initiated by Sprint for service chargesMr*** requested that Sprint review this matter and provide him with an amicable resolution
Sprint has reviewed Mr***’s complaintAs stated in our Terms and Conditions of Services, payments are due upon receiptHowever, we realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if availableHowever, not all payment arrangement requests can be honoredOur records reflect that that on April 3, 2017, Mr*** established two separate payment arrangements in the amounts of $and $via our Sprint Zone application, which was scheduled for processing on April 3, Mr***’s initial payment in the amount of $on April 3, was successful; however, his subsequent payment in the amount of $was declined due to insufficient funds
After further review of our records, Sprint confirmed that on April 19, 2017, Mr*** established an additional payment arrangement of $via our Sprint Zone application, which was scheduled for processing on April 30, Furthermore, on May 4, 2017, Mr*** established another payment arrangement for the amount of $via our Sprint Zone application, which was scheduled for processing on May 12, Based on our review, we are unable to identify any Sprint errors and as a result, we must respectfully deny Mr***’s request for compensation
We spoke with Mr*** on May 12, 2017, to discuss his concern in detail and relayed the aforementioned informationDuring our conversation, Mr*** advised that he was unaware of the second payment requested to be remitted via our Sprint Zone application in the amount of $123.66, to be deducted on April 3, 2017, via his elected preferred payment methodFurthermore, Mr*** advised that he was unaware of the payment arrangements for the amount of $established via our Sprint Zone application respectively on April 19, and May 4, We advised Mr*** that we investigated the arranged payment requests and arrangements and confirmed they were scheduled using our Sprint Zone application setup with his account information and preferred detailsIn order to provide an amicable resolution and closure to this matter, we assisted Mr*** in remitting payment for the past due amount of $and arranging a payment arrangement for the total amount of $143.70, to be deducted automatically in the amount of $on May 19, and the amount of $on May 26, via his preferred and elected payment methodWe explained that he will have charges occurring again on his account with his next monthly billing statement on or around May 23, Mr*** advised that he understood and had no further concerns
We appreciate Mr*** taking time to provide details of his experience with Sprint’s Customer Care departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We apologize for any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX October 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customer’s concern to our attention In her inquiry, Ms*** stated that she received a text message reflecting a promotional offer to turn in her iPhone 5S and upgrade to an iPhone via a Lease agreement at $per month. However, she was later informed that the promotional offer could not be honored as mentioned in the text message. She has requested that we honor the promotional offer We have made several attempts to contact Ms*** by telephone and e-mail on October 5, 10, and 12, 2016, to discuss this matter in detail. Unfortunately, we have been unsuccessful. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. We have reviewed the account and it appears that Ms***’ concern regarding the iPhone upgrade may have already been resolved. If this is not the case, we invite Ms*** to contact our office at her earliest convenience so that we may address her concerns We regret any frustration that this matter may have caused. If we can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst

August 14, 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*** ***. We appreciate your assistance in bringing our customer’s concern to our attention In Ms***’s inquiry, she expressed her concerns with the cost of her monthly recurring charges upon contacting our Customer Care group in February 2017, to update her price plan to our 40GB Data plan for her four lines of service, enabling her to reduce the cost of her monthly recurring charges. Ms*** stated that she was informed that two of her lines of service would only have talk and text for $per line/per month and the cost of her monthly recurring charges would total $per monthHowever, her monthly recurring charges have exceeded the quoted amount. As a result, Ms*** contacted our Customer Care group again and elected to update her existing price plan on two of her lines of service and she asserts that she was overcharged for services. Lastly, Ms*** indicated that she has contacted our Customer Care group multiple times since February to reduce the cost of her monthly recurring services without success, resulting in her account reflecting a past due balance. As a result, Ms*** requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Ms***’s complaint. According to our records, we confirmed that Ms***’s price plan was updated to our 40GB Data Share plan in February 2017, per her requestThe cost of the aforementioned price plan is $per month, and each line of service sharing this plan is assessed a $Phone Access charge per month. In addition, Ms*** also subscribes to Total Equipment Protection (TEP) plan and is being assessed monthly lease charges in association with her four lines of service. Prior to Ms***’s invoice dated May 31, 2017, she was not assessed the $Phone Access fees per line. Effective this billing statement, she was assessed $Phone Access fees on three lines of service, increasing her billAccordingly, her monthly recurring charges are approximately $per month. In an attempt to reduce her bill again, our Customer Care group updated the price plan on two lines of service to our 2GB plan on June 2, 2017. As a result, Ms*** was assessed charges for two separate price plan as indicated on her July 1, 2017, billing statement. Ms***’s price plan was changed for a third time on July 28, Due to the attempts to reduce her monthly recurring cost, we applied a total credit of $to negate the prorated charges and double monthly recurring charges as indicated on her July 1, 2017, billing statementThis credit is reflected on her August 1, billing statement During our conversation with Ms*** on August 10, 2017, she indicated that phone number ending in *** was stolen and not in use; however, this line of service is associated with an active Lease AgreementWe confirmed Ms*** activated an iPhone device on phone number ending in *** on May 23, 2015, via Sprint’s 24-Month Leasing programWe note that per terms of the Lease Agreement and upon completion of the lease, Ms*** has the option to tuher device, purchase her device via the Lease Device Purchase Amount option, Sprint’s Fair Market Value (FMV) price or continue to lease the device on a month-to-month term. We determined that Ms*** fulfilled her Lease Agreement in May for the aforementioned phone line and was converted to a month-to-month lease termAccordingly, her account was assessed a monthly lease charge of $per monthAt this time, Ms*** would be responsible for the Sprint’s Fair Market Value (FMV) price of $plus applicable taxesSince Ms*** no longer has the device associated with phone line ending in ***, in an effort to ensure a satisfactory resolution, we cancelled the month-to-month Lease Agreement along with aforementioned phone line effective August 10, 2017, with the waiver of Sprint’s Fair Market Value (FMV) of $ Last, we provided Ms*** with a breakdown of her monthly recurring charges including the price plan, Total Equipment Protection (TEP) plan, and monthly lease charges. As such, we agreed to follwith Ms*** upon receipt of her next billing statement to ensure that she is being billed correctly for services, and she has the best price plan for her wireless needsMs*** acknowledged the information and resolution relayed to her We regret any inconvenience Ms*** may have experienced as a result of this matter. If she needs further assistance, she 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, Ann HExecutive 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 in the sense that the money that was taken from me without my authorization or notification was returned to me Also do apperciate that due to your invovlement Sprint decided that they would take action and return the stolen money immediatley as opposed to withtin a to six week window that they alloted themselves Sprint did call me to let me know the money was returned As per their usualy cusomter service standards they were extermley rude and felt it necessary to tell me it was my fault that I didn't remove my credit card information from the auto pay system and if I did that they could have never mad the unauthorized charge It's always nice when a company admits that they overcharged you for something, using a payment method not authorized for that use, and then blames you for it Then to top it all off they made it a point not to apologize for all the trouble they have caused making my credit card bill late due to them not refunding the unauthroized charge I know that your job at the Revdex.com is to reslove complaints, but I also no that you rate business too I would hope that you would be reviewing Sprints rating and letting them know that using people charge cards for whatever they see fit will result in a reduction in what imagine is already a low rating. *** ***

February 9,
Kansas City Revdex.com
Ward Pkwy, 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
*** *** *** submitted on January 12, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to address her account concernsMs*** stated that she received notification from Sprint that two, iPhone devices were purchased on her account via Sprint’s website, www.sprint.com, and enrolled in our Leasing programAdditionally, Ms*** stated that an unknown third-party changed her mailing address and enrolled her account into Sprint’s electronic billing (e-Bill) programAlso, Ms*** stated that she notified Sprint that she did not authorize the aforementioned purchases and that Sprint has been investigating her account concernsTherefore, Ms*** requested that Sprint review this matter and adjust her account accordingly
Sprint has reviewed Ms***’s complaintOur Fraud Management group investigated Ms***’s equipment concerns on February 2, 2017, and determined that an unknown third-party engaged in fraudulent activity on Ms***’s accountAs such, Sprint cancelled the fraudulent lines associated with phone numbers ending in *** and ***, and cancelled the respective agreements on February and of 2017, and Sprint applied total adjustments of $1,to her account to offset the fraudulent charges associated with the aforementioned equipment ordersThe adjustments will be reflected on her February invoice
We spoke with Ms*** on February 8, 2017, to discuss this matter and we relayed the aforementioned information and resolution to herMs*** expressed her satisfaction regarding the resolution of her account concerns
We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Ms***’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate Ms***’s feedback
We apologize for any inconvenience we may have caused Ms***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 a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

June 26, Revdex.com *** Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that her services were disconnected although she had established a payment arrangement, and she advised that she would like to discontinue her services with Sprint as a result We regret any possible misunderstanding that may have occurred related to Ms***’s Sprint billing and her noted service interruption. Our records reflect that Ms*** entered a payment extension via www.sprint.com on June 2, 2017; however, that arrangement was canceled on the same day. Subsequently, text messages were sent to her wireless device on June 4, and June 6, 2017, warning of the imminent disconnection of her account as a result of her past due balance. Although we received a call from Ms*** on June 6, 2016, during which her service plan was changed and she received a $courtesy credit, no arrangements were set for payment of her past due balance. As a result, her Sprint services were temporarily suspended for non-payment of her past-due balance on June 7, 2017. We verified that her service was restored the same day, when she spoke with our representatives and agreed to set up an automatic payment of $that was to be charged to her debit card on June 16, When we spoke with Ms*** on June 22, 2017, she expressed her dissatisfaction that her request to change her payment arrangement was denied, and that she was required to remit a payment on June 16, 2017, to avoid interruption. We apologized for any inconvenience that she may have experiencedWe informed her that we realize that situations may arise that prevent customers from remitting payments by the posted due date, and we can often assist with payment arrangements, if available. However, not all payment arrangement requests can be honored, and acceptance of an arrangement does not necessarily prevent service interruptions Ms*** indicated her understanding of that information and confirmed that she already remitted payment for the full amount of her past-due balance. We verified that Ms*** received credits totaling $on June 15, 2017, to offset prorated charges that occurred as a result of her plan change. Additionally, her payment of $posted to her account on June 16, 2017, and satisfied her remaining past due balance. As a result, her account is now in good standing with a balance of $due by July 3, 2017. Ms*** acknowledged that her concerns are now resolved. We also advised Ms*** that we appreciate her taking time to provide details of her experience with our Customer Care and Finance representatives. We assured her that we are continually striving to improve the quality of service provided to our customers and that her feedback will be forwarded to the appropriate managerial teams for additional review and possible changes to our training and processes. Sincerely, Clara CExecutive Services Analyst

---------- Forwarded message ----------From: *** Date: Monday, December 19, 2016Subject: Want to cancel my complaintTo: "***" I submitted a complaint regarding Sprint Service on a couple of nights
ago. My husband was able to work out the problem with a different store the next day. Please cancel my complaint, *** *** on Candlewood Drive in Greensboro, NC.Thank you and I apologize for any inconvenience. My husband had a lot of trouble as well but found a better store to work with, so as of now it appears we are fine.Sincerely,*** M***###-###-####Sent from my iPhone