Sprint Corporation

October 3, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com ***, Douglas ** ***
Sprint Account XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MrDouglas ** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** states that he was not notified of an outstanding balance on his Sprint account after he canceled service. Mr*** states that he has paid the balance; however, is requesting Sprint to remove any negative reporting associated with the credit bureaus regarding this account After completing a review of Mr***’s Sprint account, we find that his final invoice was mailed to the billing address on file. Further, our records show that we attempted to contact Mr*** via letter on June 9, as well as July 8, 2017, via the address on file advising of the outstanding debt. We spoke with Mr*** who advised that he moved to a new address in December of 2016; however, he never updated his account with the new address. Therefore, he did not receive the final invoice or notifications we sent regarding the outstanding balanceBecause we attempted to notify Mr*** of the account balance and status via the billing address on file, we respectfully decline his request to remove negative information regarding this account. However, because the account has been satisfied, the account status will be updated to Paid in Full. However, it may take up to 90-days for the credit bureaus to update. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. We are confident that his issues have been fully addressed and resolved to the best of our ability. We regret any frustration this matter may have caused. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Sunday through Thursday between 7:a.mand 4:p.m., Central Time Sincerely, Timbre CExecutive Services Analyst

Hello,The problem has been resolved by SprintThank you.Best,*** ***

April 12, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he would like to return an Airave device he is no longer using, but he has been unable to obtain a return kit. Mr*** would also like information on establishing a business account We contacted Mr*** regarding his requests. We advised that a return kit was ordered for his Airave device and he should receive it within the next five to seven business days. In addition, we also provided him the telephone number to Sprint’s Business Care department and explained how to establish a business account. Mr*** confirmed satisfaction with the actions taken We regret any inconvenience this matter may have caused Mr***. If he has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

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,
*** ***

December 20, 2016 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, Mr. *** stated that when he activated service he was advised that he qualified for a free iPhone promotion. He stated that although the store representative confirmed the offer on multiple occasions the offer has not been honored. As a result, he is requesting that we honor the promotion and apply credits for any additional charges he may have incurred as a result of this issue During our discussion with Mr***, we advised him that we forwarded the details of his concerns to our retail management team. We confirmed that a in an effort to reach an amicable resolution and due to any possible misunderstanding that may have occurred our retail store agreed to apply a credit of $to his account to offset the device cost differenceMr*** accepted our offer and is satisfied with the resolution We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he 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 TExecutive Services Analyst

Tell us why here...May 5,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case # 12098560, *** ***
Sprint Account #xxxxx
Sprint Case #
To Whom It May Concern,
Sprint is in receipt of the above-referenced
inquiry of *** ***, submitted on April 12, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with the charges assessed to his account as well as the increase of his monthly recurring charges, upon returning an iPhone device to Sprint’s Returns warehouseMr*** requested that Sprint review this matter and adjust his account accordingly
Sprint has reviewed Mr***’s complaintOur records indicate that Mr*** established phone lines ending in *** and *** on October 17, 2016, via Sprint.com on-line servicesAt that time, he activated an iPhone and an iPhone Plus devices via Sprint’s Leasing programUpon further review of the account, on December 12, 2016, Mr*** contacted our Customer Care group and to report that he incorrectly processed an equipment order associated with phone line ending in *** and requested to return the iPhone device to Sprint’s Returns warehouseAs such, our Customer Care group sent Mr*** a return kit to the address on file
Our records confirm that our Returns warehouse confirmed delivery of the iPhone device on January 5, As a result, phone line ending in *** was cancelled as well as the respective Lease Agreement, and the account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $Thereafter, we applied an adjustment of $to offset the referenced charges on January 6, Upon review of the account, Mr*** remitted a payment of $on February 8, 2017, to satisfy a portion of his account balanceAdditionally, on February 22, 2017, our Customer Care group applied a one-time courtesy adjustment totaling $to his account to offset the monthly recurring charges as reflected on the February 11, billing statementPlease note this adjustment is reflected on the March 11, 2017, billing statement
We spoke with Mr*** on March 10, 2017, to discuss his concerns and relayed the above information to himAs such, Mr*** acknowledged the information that was relayed him and did not have any further concernsCurrently, Mr***’s account is suspended for nonpayment as of April 4, The outstanding balance consist of monthly recurring charges, monthly lease and installment billing charges, late fees and applicable taxes associated with phone lines ending in ***, ***, *** as reflected on the February 11, through April 11, billing statementsBased on our review, we were unable to identify any billing errors or miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the purchase of his devices
Upon receipt of Mr***’s follfiling, we attempted to contact him via phone and e-mail on April 13, 18, and of 2017, and mailed a letter to the address on file on April 27, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we have not received a response from Mr***Therefore, we continued with our contact efforts to Mr*** on May and of 2017, without success
Should Mr*** have any questions and/or concerns pertaining to the information discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience
We appreciate Mr*** taking time to provide details of his experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review and will utilize his input to improve our training and processes
We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concernsIf 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 S
Executive Services Analyst

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

[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: 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 ***

[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 also did leave messages and she did not return callsBut I was able to call Sprint and receive the dealIt took over an hour because the person I spoke to was not familiar with a lot of things.So I hope this is not the way my service will go with this company
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

May 5, 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 April 17, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with being advised to remit a payment to satisfy the terms of her respective Lease Agreement associated with phone ending in ***, enabling her to upgrade her deviceHowever, after remitting the required payment, she was advised that she was unable to upgrade her device. As a result, Ms*** requested Sprint to provide her with a refund, without success. Ms*** stated that she contacted her financial institution and requested to have the payment reversedSubsequently, Sprint suspended her servicesMs*** requested that Sprint review this matter, apply an adjustment to her account accordingly and restore her services Sprint has reviewed Ms***’s complaintOur records indicate that Ms*** upgraded the device associated with phone line ending in *** on December 29, 2016, at the third-party retail store location. At that time, she purchased an iPhone 6s device via Sprint’s Leasing program. Furthermore, on March 13, 2017, Ms***’s account was suspended for nonpayment and subsequently restored on March 13, 2017, after Ms*** remitted a payment of $to satisfy her outstanding account balance. In addition, on March 15, 2017, Ms*** remitted a credit card payment of $to satisfy the terms of her respective Lease Agreement associated with phone line ending in ***, enabling her to upgrade her device. However, the payment was reserved since the funds were not available. Lastly, we confirmed on April 14, 2017, Ms*** contacted our Customer Care group and she was advised that a lease dispute was processed in the amount of $to place the Lease charges on hold. We spoke with Ms*** on May 4, 2017, and relayed the aforementioned informationTo retain the account, we offered a one adjustment of $to offset the reconnection fee and monthly recurring charges and applicable taxes as reflected on the April 11, and May 11, billing statements. Ms*** expressed her satisfaction with the resolution provided to her. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. 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 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

[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,
*** ***

[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: 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,
*** ***

April 14,
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 Mr*** ***’s data usage concern
to our attentionWe apologize for any inconvenience that he may have experienced as a result of this matterIn the inquiry, Mr*** is disputing the calculation of data usage reflected on his accountAs a result, he is requesting that Sprint address this matter to his satisfaction or allow him to be released from his contract
During our discussions with Mr***, we confirmed that the data usage reflected on his account is being correctly calculated and that his account is provisioned with the 2GB High Speed data planWith this plan, data speeds are slowed when he exceeds the 2GB of high speed data included in the planWe also confirmed that we have notified him via text message alerts that data usage on his phone was nearing the 2GB of high speed limitAs a further measure available to him to remain under 2GB of high speed data usage, we recommended that he close running applications on his device and that he eliminate automatic synchronized email updates, doing so manually instead
Our Network Quality and Technical Support teams also reviewed Mr***’s account and confirmed that the data usage accumulation is accurate and provided him with the details of MMS text messaging impacts on dataWe explained that only one kilobyte of data is used when sending a lengthy text message or when a picture is attached, and that his 2GB High Speed Data plan allows for million kilobytes of high speed data usage and unlimited 2G data speed usage, which prevents the potential for any data overageAs a demonstration of our commitment to excellence, we offered to replace his device with a feature phone and provision a voice and text only plan at a lower cost than the current 2GB High Speed Data planWe also offered to block the data usage ability on his phone because he stated that his data usage and needs were limitedHowever, he declined citing that he does need access to some dataIn light of his dissatisfaction with the services and offers provided to him in regard to this matter, we agreed to apply an account credit to offset his phone’s cancellation charges with the return of his phone in good working conditionMr*** accepted this offer and stated that he will contact us following the port out of his phone number to another carrier, and at that time, we will send him a kit to facilitate the returnUpon confirmation of the returned phone in like-new condition, we will apply an account credit to offset the cancellation charges that will be assessed, in accordance with our resolution agreement
We regret that Mr*** has elected to cancel his service as a result of this matter and appreciate his feedbackIf he needs further assistance, 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 S
Executive Services Analyst

Tell us why hereSeptember 6, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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 According to the information provided in Mr*** inquiry, he states that he wanted to established service with Sprint under the “Cut Your Bill in Half” CYBIH promotion; however, he has been unable to get details regarding how the program worksAs a result, he is requesting that Sprint assist him with this matter. On December 5, 2014, Sprint launched its new promotional offer, Cut Your Bill in Half Event, encouraging other service provider’s customers to switch to Sprint and Sprint will cut their monthly rate plan in half. For a limited time, Sprint will provide unlimited talk and text to anywhere in the U.Swhile on the Sprint network and Sprint will match the customer’s data allowance for one-half of the cost they are currently paying for their monthly rate plan. Other Service provider’s customers switching to Sprint need to follow these simple steps to take advantage of this limited-time offer: Visit *** to upload a copy of their current billBring a copy of their latest bill and all of the phones on their other service providers account to turn in to their local Sprint store. A Sprint representative will select the service plan that most closely matches the data allowance in their current monthly rate planGet their new phone with one of our leasing options, Sprint Easy Pay(SM) installment billing, or pay full retail price for the device. The discount applies to base service plan onlyExclusions and restrictions applyMore information about Sprint’s Cut Your Bill in Half Event can be found at ***. During our discussion with Mr*** on August 29, 2016, he advised that his concerns have been addressed, and he has elected to remain with his current service providerHe also sent Sprint an email confirming the same on September 2, We regret any inconvenience Mr*** may have experienced as a result of this matter. We thank him for taking the time to provide us with the details of his experience with our store and customer service representatives. Sprint is continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’ feedback and will utilize his input to improve our training processes. If Mr*** has any further concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday between a.mand p.m., Central Time Sincerely, Sean ***Executive Services Analyst

Hello,Sprint resolved this to my satisfaction, this case may be closed.Thanks,Timothy ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I have reviewed my inbox for emails on May and May and see no correspondance from SprintI ask that the emails are forwarded again and sent to me to review and respond to.I also would like to repeat that I was not given a hotspot device nor requested one or its hotspot servicesMy request for a full refund for this service and device remains the same
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: I DON'T LIKE BEING LIED ON AND I HAVE SAID THIS TO THIS PATHETIC EXCUSE OF A BUSINESS FYI PAY ATTENTION AND DO YOUR JOB I SAID MY PHONE WAS STOLEN AND NOT LOST AND I WILL BE REJECTING THIS BECAUSE I WANT MY PHONE TO OPERATE AS THE LG STYLODID WHEN YOU LOOK UNDER THE PHONE SETTING IT TELLS YOU HOW MUCH DATE YOU HAVE USED WHAT YOU HAVE LEFT AND THE AMOUNT YOU HAVE IF MINES IS SUPPOSE TO BE 5GB THEN WHY DOES IT SAY I'M ON 2GB AS WELL AS THE OTHER TWO PHONES ON MY ACCOUNT WE ALWAYS HAVING PROBLEMS WITH BOOST PATHETIC EXCUSE FOR SERVICE IF MY PHONE AS WELL AS THE OTHER TWO SAY THE SAME EXACT THING THEIE DATE USAGE ALSO READS 2GB SO I AGREE WITH THE PHONE AND NOT SOMEONE TELLING ME THAT I HAVE INCONVIENCE MYSELF BY GOING THROUGH AN APPBOOST WILL BE CORRECTLING THIS IT PREVIOUSLY WORKED AND NOW IT DOESN'T ON NONE OF THE PHONESI WANT THIS CORRECTED ASAP AND I MEAN ITEVERYTHING STOP WORKING PROPERLY WHEN YOUR WRECKLESS REP DECIDED TO CHANGE MY PLAN WITH OUT MY AUTHORIZATION
Regards,
*** ***

July 7,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt
of the above-referenced inquiry of Mr*** ***We appreciate your bringing our customers’ concerns to our attention
According to the information received in his inquiry, Mr*** stated that he is no longer able to access his voice mail and has been unsuccessful in resolving this matterHe requested that we resolve the issue immediately so he can access his voice mail messages again
We appreciate Mr***’s taking the time to provide us with details regarding his most-recent experiencesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any inconvenience that may have caused Mr*** to contact your agencyAfter speaking with Mr*** on June 27, 2017, we forwarded his concerns to our Technical Support Team for investigation due to the nature of his complaint
We are pleased to inform you that we have completed our investigationWe also followed up with Mr*** via telephone today and provided him with the instructions to reset his password
If we can be of further assistance regarding these matters, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** or by calling *** Wdirectly at ###-###-####We are available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
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