Sprint Corporation

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he canceled his service and has been trying to get the final bill with Sprint. He further stated that he has not received the bill in the mail, and his account has been turned over to collections. As a result, Mr*** is requesting that we send him his final invoice and remove his account from collections Our records reflect that Mr*** purchased two devices, line ###-###-#### on 24-month lease agreement, on February 11, 2015, and ###-###-####, on April 24, on 24-month installment billingOn April 8, 2017, the two lines of service associated with Mr***’s account were ported to another wireless service provider, and the Sprint account was cancelled. Because the two lines of phone service were associated with lease and installment billing devices, charges were assessed for remaining equipment charges, plus the purchase price of his phones, totaling $We also mailed the invoice to the address on file on June 27, We contacted the outside collections agency and advised them to cease all further collection efforts on this account for thirty days During our conversation with Mr*** on June 29, 2017, we explained the information outlined above. Mr.*** reiterated his dissatisfaction with the fact that he is yet to get his final invoice, and that he is not going to pay the balance on his accountWe explained to Mr*** that we did not identify any billing errors, and he said he will wait on the invoice. We regret any inconvenience this matter may have caused, Mr***. If we can be of further assistance with this matter, Mr*** can contact me directly at Sprint’s Executive & Regulatory Services department. I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO 64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ supplemental concerns to our attention. According to the information received, Ms*** stated that her phone was stolen a few years ago and she contacted Sprint multiple times to report it stolen and to cancel her account. She stated that the representatives that she spoke with were unable to assist her with this matter and she believes that her account balance is incorrect. She is requesting a resolution to this issue After completing a review of Ms***’ Sprint account from May to October 2014, we were unable to determine that she reported her device stolen or that a request for cancellation was received. Additionally, we were unable to identify any billing errors Our records reflect that Ms*** ported-out her telephone number on September 10, 2014. As a result, of the port-out request her account was automatically cancelled. Our records reflect that the balance reflected as owed on her account is $406.99, which includes an Early Termination Fee in the amount of $and unpaid monthly recurring charges and the account was forwarded to a third-party collections agency for payment We spoke to Ms*** on May 15, 2017, and provided her with the above-referenced information. She stated that she had not received the bill reprints we previously sent to her on May 2, 2017, therefore after verification of her billing address, bill reprints from May to October 2014, were mailed to Ms*** for her to review. Since we determined that the disputed charges are valid, we request that Ms*** contact the third-party collections agency, Enhanced Recovery Corporation, for negotiation of the account balance. They can be reached at ###-###-####. We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

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

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Complaint: ***
I am rejecting this response because: When I was contacted it was all over the placeI am being told by sprint that my bill is still that high because of it being my first bill but they cannot send me the information that is reflecting why my bill is that muchI asked her that you tell me out of is my responsibility?! How is that? Why were there lines added in the first place if I came to sprint in the end of NovemberI’m sorry but I felt like I was talking to a robotSince I have been with sprint I have not gotten a bill and called myself to ask why I didn’t get a bill and the rep tells me it’s because, “I have credit on line.” Exact words it’s just too much I will just pay my phones off and tell it elsewhereTerrible company to be with and upper management isn’t helpfulI do not recommend to anyone.
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: again it has billing, I owe them two months from my both phones which is 16.97*2+8*2=$50, they owe me $of billing in addition to credit for canceling my account worth 3/of month I found this company like thousands of customers use tactics and fake representative arguments to collect money that they could have easily from satisfied customers, no wonder they are trailing behind all other companies
Regards,
Mahmoud ***

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: it is very misleading in sounding like the analyst who was assigned to my case was helpful and that I "understand and accepted" the resolutionThe resolution that was reached was after a good while on the phone where Beatrice was combative and quick to dismiss my situationShe kept bringing up that I have an option to return the phones to Sprint to receive money off what is owedAs I stated in my complaint, and to several other people at Sprint already, that was not an option as the phones were turned in to US CellularI was also, again, blamed for "giving" away my security informationEven though I repeatedly said that I did not "give" it away, but that my sister was able to guess my security question. I still intend to file a complaint with the FCC, because I think that the "process" for porting, if what the analyst says is true, is absolutely criminalIf I own an account at a company, there should be more requirements than security question in order to cancel an accountAnd the account owner should be the only one physically able to do soI also informed Beatrice that I will be filing an FCC complaint, but again there was no care.I accepted her offer to remove 50% of the leasing fees because I felt as though I had no other option and am desperate to just keep my one cell phone line active at this pointI still have $of charges that I won't be able to pay at once.So to clarify, while I accepted Beatrice's offer, I want it to be known that I am not satisfied with the manner in which I am talked to by almost everyone I have talked to at SprintI am treated with disrespectThey do not actually listen and process what I say to themAnd I do not appreciate being made to feel like I am an annoyance they just want to get off of the phone
Regards,
Robert S*** Jr

Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’ filing, he stated that he was provided incorrect information regarding a phone promotional offer and price plan. Mr***
states that he is not receiving the price he was quotedHe further stated that he was unable to make or receive calls in his home calling areaMr*** stated he cancelled his account due service issues and returned the phones to the Sprint storeHowever, he was charged Lease Cancel Charge and Lease Device Purchase amounts for the returned phonesTherefore, Mr*** requested that Sprint review these matters, and adjust his account accordingly 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 website via www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, Total Equipment Protection, additional purchases or subscriptions, could result in invoice balance changes. Upon activation of service, Mr*** was provided with a clear disclosure of his monthly recurring charges and equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his/her plan or other monthly charges on Sprint’s part during the activation of his current plan We regret that Mr***’s experience with the service in his local calling areas may have fallen below his expectations. Our technical teams are continually monitoring our network for service and capacity related issues and work diligently to reduce any negative impact to our customers. However, as outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our research into this matter determined that our network serving the area in Evart, Michigan is within Sprint’s “Fair” coverage area. Customer in Fair coverage are likely to experience coverage gaps and indoor coverage may be isolated to certain locations in a building We confirmed that the five phones were received on August 30, 2017. As a result, we applied adjustments for the Lease Cancel Charge and Lease Device Purchase amounts reflected on the August invoiceCurrently, account is cancelled with a zero balanceMr*** was contacted on October 12, 2017. However, he refused to discuss this matter We appreciate Mr***’s taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the level of service provided to our customers. Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review

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

September 20, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is
in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** states that she has attempted to cancel the line of service on her account ending in *** since last year; however, the line was not canceledShe further states that in June of this year, she also attempted to cancel the above-referenced line of service, but instead she indicated she was influenced to purchase a device and keep the phone number because she was informed it would only be $more per month. However, Ms*** states that upon receipt of her invoice, she noticed a total $charge instead, and as a result, she returned the device she purchased and requested that the line of service be canceled. Ms*** indicated that from June to September 2016, the disputed line of service remained on her accountTherefore, she is requesting assistance with canceling the line of service ending in ***, and she is requesting a credit to her account for the charges incurred during the above-referenced months We regret any misunderstanding that may have occurred. Our records reflect that the Everything Data shared plan reflects on Ms***’s account and the *** line of service was being billed $each month; therefore, with the new phone and use of the line of service, a $Premium Data charge was added, which was the additional $per month; however, the combined $monthly service charge and $Premium Data charge resulted in a total $charge We communicated with Ms*** today and confirmed that line *** has been submitted to cancel at the end of the billing cycle, effective October 2, 2016. Furthermore, the charges incurred for the above-referenced line of service from June to September total $115.16. We confirmed that one of our customer service representatives offset these charges in an effort to reach an amicable resolution, and due to any possible misunderstanding regarding Ms***’s prior service termination requests for line ***. Ms*** confirmed this information, and she wanted to ensure that feedback to the appropriate staff has been communicated We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesPlease be assured that we value customer feedback and we will utilize feedback information in our training and processes We regret any inconvenience that this matter may have causedShould there be any additional questions or concerns regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette F.Executive Services Analyst

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

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: We appreciate your assistance in bringing the concern of Mr*** *** to our attention. We regret any inconvenience that she may have experienced in this matter. According to the information provided in the complaint, Ms*** indicates that she reported an account phone as stolen with our Total Equipment Protection (TEP) equipment replacement provider. She states that she remitted the applicable deductible with Asurion for the same model phone on the same day she reported her initial device as stolen. She states that a couple of months later, her account service was suspended due to non-payment. Ms*** indicates that our Customer Care representative subsequently advised her that her account was assessed a charge for the non-return of the previous phone that she reported as stolen. She states that our Customer Care representative advised her that the Asurion representative reported her phone as damaged rather than stolen. As a result of the aforementioned matter, Ms*** states she is disputing the $fee assessed to her account for the non-return of her above-referenced phone We attempted to discuss this concern with Ms*** on June 1, 8, and 9, We also sent her a letter via the U.SMail asking her to contact us. Unfortunately, we have been unable to reach Ms*** via phone, email or the U.SMail. According to our review of the account records, we did not receive a call from Ms*** to report her phone as stolen; however, we are confident that we will be able to address this matter once we speak with Ms***. In order to ensure that the matter is fully addressed and resolved, it will be necessary that we speak with her Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person 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 account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concern raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience. If Ms*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

April 18, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case
*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she upgraded her device for phone ending in ***, and returned the device she was previously leasing She stated that although she returned the device she was billed lease accelerated charges which she paid to prevent her service from being interrupted due to the equipment charges on the account. As a result, she is requesting that we credit the equipment charges that were assessed to her account and process a refund for $the payment she made During our discussion with Ms*** on April 14, 2017, we apologized for any possible misunderstanding that may have occurred. Further, although we could not confirm the device was returned we applied courtesy credits totaling $to offset the lease accelerated charges she incurred. As a result, we advised Ms*** that she had a credit balance of $and we could process a refund in that amount or she could leave the credit balance on the account. Ms*** elected to leave the credit balance on the account and she is satisfied with the resolution We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely Tobias T.Executive Services Analyst

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In the information received, Mr*** expressed his dissatisfaction with the length of time taken to unlock his Sprint-branded equipment for use with another carrier’s network. Mr*** also described an unfavorable customer experience during his attempts to address that concern We regret any misunderstanding that may have occurred regarding our ability to unlock his referenced equipment for use on another domestic network. “Unlocking” is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents a device from activation on a different network. Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of a device to allow the insertion of another carrier’s SIM card (either domestic or international). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase optionsThe associated account is in good standingThe device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlockedThe device has been active on the Sprint Network, currently or in the past, for a minimum of days During our conversation with Mr*** on August 10, 2017, we confirmed that his referenced device was eligible for SIM unlocking and was unlocked on that date. However, he contacted us again on August 14, 2017, to advise that his equipment was not correctly unlocked. Based on additional information he provided, we forwarded his device inquiry to the appropriate team for further review and received confirmation that additional action was taken to ensure that his device was unlocked on August 16, 2017. Although our attempt to follow up with Mr*** on that date via telephone and e-mail were unsuccessful, we believe that his reported issue has been fully addressed 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 such feedback and that these concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience these matters may have caused Mr***, as well as the loss of his business. If we can be of further assistance with these concerns, or if Mr*** would like to discuss these issues in further detail, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.mCentral TimeSincerely, Katherine DExecutive Services Analyst

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

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** 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*** stated that in July 2016, she participated in the Buy One Get One Free (BOGO) promotion and in December she paid off one of her leases. However, she stated she was not advised that she would stop receiving the monthly credit to offset her BOGO lease charge on her second device. Additionally, she stated that in March 2017, she contacted our Customer Care department because she noticed that she was not receiving her $monthly credit. She further stated that she was advised that a billing case would be opened to address this matter. She stated that she was advised that by paying one of her leases in full, she forfeited the BOGO promotion. As a result, Ms*** requested that we stop billing her $lease. We regret any possible misunderstanding that may have occurred regarding Ms***’s reported BOGO credit concerns. We spoke with Ms*** on June 13, 2017, and advised her that we would contact our promotions team and would follwith her within a few days. Our promotions team confirmed that our system stopped crediting her account because she paid off one of her leases. As a result, we could not longer apply the monthly BOGO credit per the terms of the lease promotion. This is not the result of a Sprint error. We contacted Ms*** again by telephone on June 15, 2017, and we provided the information detailed above. Although a Sprint billing error was not identified in the matter, in an effort to reach an amicable resolution, and to bring closure, we offered her a one-time credit of $316.68, which is equivalent to a $credit for months. Further, we advised her that we will continue to bill her lease charge, and that she will need to continue to make her lease payments each month per the terms of the lease. She accepted our offer and we credited her account as agreed. Ms*** was satisfied with our resolution. 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 will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance regarding these matters, 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, Minnie SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The reason given for my service issues was there were no network issues, it was all devices When I asked Ms *** to provide the exact issues with each device I was told they could not pinpoint the issues; therefore, the issue has not been addressed nor a valid reason given why the service went from "best" in the area to poor service As I explained previously, I have changed service providers because the service was so poor with Sprint and as I explained two of the devices are used on the new carrier without service issues therefore proving the service issues were not with the devices with Sprint.Ms *** is correct in stating the porting of of the phones resulted in a charge of $ However, she failed to include the remaining phones ported resulted in a charge of $ I paid a total of $ to port all phones My request for a refund was revised to $which is only a portion of the total paid for poor service In speaking with Ms***, I was willing to accept a lesser amount of $ $is a very reasonable request when there has not been a valid reason given for the change in service and only a small fraction of what I paid to leave because the poor service continued
Regards,
*** ***

October 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Tonya *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of MsTonya ***, and this inquiry was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that Sprint refuses to replace her devices even though she has insurance. She further indicated that she is being billed for lines of service that she does not have or is not using. As a result, she is requesting that her agreements be canceled, and that she be reimbursed for charges for the lines of services that she is disputing We regret any possible misunderstanding that may have occurred. We spoke with Ms*** regarding her account concerns. At the time of our conversation, she had already ported her number ending in ***. She stated that the number ending in *** belonged to her son and that number will not be porting and should be set to cancel. We set this line of service to cancel at the end of the billing cycle, on October 11, 2017. Furthermore, we informed Ms*** that she will be billed the applicable lease cancelation charges for canceling the line of service prior to the Service Agreement fulfillment date. We also explained that if the device is not returned, she will be billed a lease device cancelation charge. Ms*** further stated that she should not be billed monthly service charges for the lines of service ending in *** and *** because she returned the devices in January 2017. Based on our communication with our retail management staff and based on a thorough review of our account records, we determined that the Samsung Galaxy Jdevice for the number ending in *** was returned. The line of service was originally canceled January 7, 2017, due to device return and then reinstated, but no usage is reflected. Therefore, we set the *** line of service to cancel at the end of the billing cycle, October 11, 2017, and we applied a $credit to Ms***’s account to offset the cancelation/acceleration charge for the device. We also applied a $credit to her account, including taxes, surcharges and fees, to offset the monthly service charges incurred for the aforementioned line of service. For the number ending in *** that was added to her account in June 2017, there is no record of a return of the device. The total monthly service charges incurred for the *** line of service equal $including taxes, surcharges and fees, and because no usage is reflected for this number, we credited the monthly service charges Lastly, Ms*** disputed the charges reflected on her September 15, 2017, invoice due to higher than charges. A review of our records determined that service had been interrupted and when the service was reinstated, prorated charges occurred, plus month in advance charges. Therefore, to resolve this matter, we applied a $credit to her account to offset prorated charges, taxes, surcharges, and fees. As a result of a thorough review of Ms***’s account and the matters brought to our attention, we have applied a total $in credit adjustments. We have not been able to determine that additional credits are due; therefore, the remaining balance is Ms***’s responsibility to pay We regret any inconvenience that Ms*** may have experienced while attempting to resolve her account concerns. Should there be any additional questions or concerns regarding these matters, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me*** was a great help and I am just requesting a refund for the two phones that were returned to Sprint. Thank you for all your help and the speedy conclusion
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:In the conversation that I had with the agent he stated that Sprint was willing to reimburse the last payment I made of $to Sprint, an amount that will partially cove the cost of unlocking the phone with an independent technician. In another words, either they reimburse the amount I will pay to have them unlocked and I will keep the phones or they can simple reimburse me the cost of the phones and I will gladly return themI feel that Sprint is taking advantage over me because they are not being clear and are lying to the costumers into buy the phones that become useless once the contract is over with SprintI personally asked several times if I could use unlocked phones with another company to what they answered "YES" and only for this reason I decided to pay for the phones and keep themThere is definitely NO reason to pay for something I can not use later onAs I reported before an independent shop is charging me $for each phone to be unlocked and It will only be correct for Sprint to refund me this amount that I will pay to have all phones unlockedOtherwise they can have their phones back once they reimburse me the cost of the phones. Thank you,
Regards,
*** ***