Sprint Corporation

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 meIt's okay but the representative did not mention during our conversation that the credit could not be applied toward the equipment as stated in their response
Regards,
Beverly C***

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***, *** *** 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 this concern to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the service he received in a Sprint Store when he was obtaining service with SprintMr*** is requesting that the representative be disciplined due to the overall experience We regret any frustration this matter may have caused Mr***With the information provided in the recent correspondence and records in the account, we were able to identify the representative involved in the retail experience. Please be assured that this experience is not indicative of the level of service we expect from our employees. The feedback you provided will be forwarded to the appropriate management staff empowered to make changes in this area Unfortunately, our attempts to contact Mr*** via telephone and e-mail on July 5, and 25, 2017, to discuss his reported concerns were unsuccessful. We did speak with him briefly on July 24, 2017, but he indicated to us that he was at work and would have to call us backTo date, we have not received any response from him We regret any inconvenience this issue may have caused Mr***. We believe that we have fully address his reported concerns based on the feedback submitted regarding his experience; however, we look forward to having the opportunity to speak with him if this matter remains unresolved. I can be contacted directly by calling our Executive & Regulatory Services department toll free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *

January 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 inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advises that when she signed up for Sprint service, our representative offered her phone lines for $per month, and if she added additional phone lines, it would increase the cost to $119.13. Therefore, she is disputing the invoice reflecting a $balance, and is asking us to honor the $price. After a careful review of our records, we confirmed that Ms*** was offered monthly service for $111.13, plus applicable surcharges and taxes for phone lines, and an additional $per line, plus applicable surcharges and taxes, for additional phone lines if she brings her own eligible devices. We further confirmed that Ms***’s monthly charges are billing at $plus applicable surcharges and taxes, and that the first invoice reflected prorated charges, resulting in the balance of $145.83. Although this is not a Sprint error, because Ms*** may not have been aware of the prorated charges on the first invoice, we applied a one-time credit to offset them, along with a late fee totaling $22.47. As a result, her account now reflects a balance of $123.36, which represents what her monthly invoice will look like with phone lines. This amount can fluctuate slightly depending on surcharges and taxes We appreciate having had the opportunity to assist in resolving Ms***’s account concerns. We value her as a customer and look forward to a long and positive business relationship with her If further assistance is needed regarding this matter, Ms*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive 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,
*** *** ***

May 30, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customer's concerns to our attention. Based on the inquiry provided, Ms*** states that she recently accepted one of our promotions to add additional lines of service and two new phones to her account at no additional cost to her. She further states that, since that time, she has been assessed a number of account charges, and she is being charged for the two noted phones. As a result, she is requesting account credits for the all the new charges assessed. In an effort to address this matter, our office partnered with the management of the store where the above-referenced transaction occurred. As a result, one of our store managers reached out to Ms*** and addressed her account concerns. To fulfill the offer of the devices mentioned above being provided at no cost, a credit of $was applied to Ms***’s account. We also applied account credits to offset the service-related charges outlined in Ms***’s inquiry. We also reviewed her service plan with her and confirmed the monthly charges with her moving forward. And last, we informed her that she will receive an additional $discount per line with her enrollment in our AutoPay program. We appreciate Ms*** for taking time to provide details of her experience with our store 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 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, 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, Alethea B.Executive 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: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,
*** ***

Tell us why here...May 26,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account # XXXXXX***
Sprint Case # ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of *** *** submitted to Sprint on May 5, We appreciate your assistance in bringing our customer’s concerns to our attention
In Ms***’s filing, she expressed her dissatisfaction with the lack of coverage in her home service area of Macon, GA, as well as the inability to properly utilize Sprint serviceIn addition, Ms*** stated that she had an unfavorable customer service experience while addressing her coverage concernsMs*** requested that Sprint investigate this matter and apply an adjustment to her account accordingly
Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s area has fallen short of her expectationsWe 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 customersOur research into this matter determined that our network serving the area near Ms***’s billing address is within Sprint’s “good” coverage area and was operating within parameters during the time she stated that she experienced poor service
Please note that as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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 serviceWith respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
In an effort to ensure a satisfactory and mutually acceptable resolution, we attempted to contact Ms*** via phone and e-mail on May 8, 9, and 15, 2017, and mailed a letter to the address on file on May 15, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms*** on May and of 2017, without success
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, 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 concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience
We appreciate Ms*** taking time to provide the details of her 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 Ms***’s feedback and will utilize her input to improve our training and processes
Sprint regrets any inconvenience Ms*** may have experienced while attempting to resolve this issueIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services Department toll free at ###-###-####, extension ***I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time
Sincerely,
/s/ Taheera L
Taheera L
Executive Service Analyst

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File Sprint Account xxxxx3716, *** *** Sprint Case To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that when he upgraded to a new device on the Sprint Leasing program he was advised that he could upgrade at anytime. However, he was later advised that information was incorrect. Additionally, he stated that he experienced technical issues with the device and since the device was physically damaged he paid $deductible to have the device replacedMr*** stated that the replacement device he received experienced technical issues and another replacement was ordered approximately a week ago; however, it has not been received. He is requesting to receive a bill credit for the time he has been waiting for the replacement device, to upgrade to a new device and have his current lease agreement cancelled Sprint’s Leasing program allows customers to purchase an eligible Smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for the device. If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device and the lease payments will be billed to the customer as a one-time charge. More information regarding the Lease program is available at our website, www.Sprint.com/LeaseThis information is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process Additionally, all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in 2443. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. During our conversation with Mr*** on June 20, 2016, he advised us that he contacted our Customer Care department on June 9, 2016, and his account was updated to reflect that he was eligible to upgrade to a new device effective immediately. As a result, we agreed to credit the lease cancellation charges with the return of the undamaged device to our warehouse. We mailed a postage-paid return label to the address on file on June 9, 2016. Additionally, Mr*** upgraded to a new device and accepted a new lease agreement for phone line ending in on June 17, 2016, and confirmed that his issue is resolved. Please note the undamaged device must be received in our warehouse by July 8, We appreciate Mr*** taking the time to provide us with his feedback regarding his experience with our retail store representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience this issue may have caused Mr***. If I can be of further assistance with this matter, he can contact me by calling our Executive & Regulatory Services department toll-free number at 1-855-848-extension 1069. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** *** *Executive Services Analyst

February 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx7881_ *** *** 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*** is disputing the $balance reflected on his canceled account. He requested that we waive these charges Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Our records reflect that Mr*** canceled his services by porting his five lines of service from Sprint to another service carrier on October 28, 29, and November 15, 2017. Although he elected not to utilize the service following his cancellation request, the service was available to him, and the full monthly service charges are validWe regret this information may not have been explained to Mr***; however, this is provided in our Terms and Conditions of Service We spoke with Mr*** on February 2, 2018, regarding the above-referenced concerns. We explained that respectfully, he ported the line ending in four days into the new bill cycle, and that the balance for $was valid. However, in and effort to mutually resolve this matter, we applied credit to the account to offset the balance in full. As a result, the canceled account now reflects a zero balance owed. We regret any inconvenience that this matter may have caused *** and the loss of his business. If we can be of further assistance related to this complaint, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LJ*** LaDonna J*** Executive Analyst

February 7, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** ***, submitted on January 11, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’ complaint, he expressed dissatisfaction with his experience while attempting to start service with SprintHe states that he attempted to return the equipment and cancel service within the return period, but was refused because of items missingMr*** is requesting to cancel his Sprint service or maintain the service and remove the late fees on account XXXXX***. We spoke with Mr*** on January and 27, 2017, regarding his disputeAs a means to provide an amicable resolution and to bring closure to this concern, we applied a credit to the account in the amount of $for late fees applied to the December and January billing statements resulting in a new balance of $Mr*** services are currently suspendedWe advised that he would need to pay $immediately to resume services; $is due on February 10, Mr*** understood the information providedShould Mr*** want to further discuss, he can contact me directly to addressWe appreciate Mr*** for taking the time to provide us with details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes.We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToya ***Executive Services Analyst

September 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-referenced inquiry of Ms*** *** filed on behalf of Sprint account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address a billing concern, citing that no one has been willing or able to explain her increasing monthly Sprint charges. She requested that someone from Sprint contact her to provide a thorough understanding of her billing 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 During our September 12, 2016, conversation with the account holder, Mr***, he verified his account security information and provided authorization for us to discuss this billing inquiry with Ms***We spoke with Ms*** on September 13, 2016, and fully reviewed Mr***’s monthly billing and confirmed that all charges reflected on his invoices are accurateWe also explained our various equipment lease and installment billing purchase options and the value of those programs, as well as Mr***’s current price plan We are pleased to inform you that Ms*** confirmed that she is satisfied with the explanation provided and that she fully understands Mr***’s monthly billing. She also confirmed that she has no further issues for us at this time We regret any inconvenience these issues may have caused the ***’s. If we can be of further assistance with these matters, Mror Ms*** can contact me by calling our 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 ** *** Executive Services Analyst

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 11***, *** *** *** Sprint Account #xxxxx*** Sprint Case #*** To
Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** *** submitted on February 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** expressed his dissatisfaction with being assessed data overage charges totaling $related to the Mobile Hotspot feature on his device associated with phone line ending in ***Mr***, stated that he was informed by a Sprint Customer Care representative that we would adjust 50% of the data overage chargesAdditionally, Mr*** expressed his dissatisfaction with the lack of coverage in his home service of Gasport, NY and surrounding areasMr*** requested Sprint review these matters and adjust his account accordingly Sprint has reviewed Mr***’s complaintWe regret that the coverage in Mr***’s home service and surrounding areas have fallen short of his expectations. We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverageOur research into this matter determined that our network serving the area near Mr***’s billing address is operating within parameters during the time he stated that he experienced poor service. In addition, Mr***’s home service area is located within Sprint’s fair coverage area As outlined in our Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, dropped calls can occur any time the radio signal between our network and a wireless device is blocked by natural, man-made, or weather-related obstructions. Because we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage. According to our records, on December 19, 2016, he contacted our Customer Care group and activated the Mobile Hotspot feature on his device associated with phone line ending in ***. Our records further indicate that he exceeded the data allotment in the casual Mobile Hotspot plan between January 1, and January 31, 2017, resulting in data overage charges totaling $392.83. Additionally, on January 12, 2017, our Customer Care group applied a partial adjustment of $to offset a portion of the data overages. We spoke with Mr*** on March 10, 2017, to discuss his concerns in detail. To satisfactorily resolve this matter, we applied a final adjustment of $to his account to offset the portion of the monthly recurring charges and remaining data overages charges as reflected on the January 18, through February 18, 2017, billing statements, leaving his account closed with a zero balanceAs such, Mr*** expressed his satisfaction with the resolution provided. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ *** SExecutive Services Analyst

June 9, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # ***, ***
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 16, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with the LG Gdevice associated with phone line ending in *** malfunctioning after accepting a software update. She expressed further concern with her inability to have the above-referenced device serviced and/or replaced at a local Sprint Authorized Service and Repair Center or by our program administrator, AsurionMs*** requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’ complaintPlease note that 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 on their phone line. 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. Our records indicate that Ms*** does not subscribe to TEPTherefore, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Ms*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with Ms***’ device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $75. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. Please note that Sprint does not provide loaner devices. Upon further review of this matter, we have confirmed that an Advanced Exchange order was approved and processed for a replacement LG Gdevice on May 11, 2017. Subsequently, Ms*** received and activated the replacement LG Gdevice on phone line ending in *** on May 12, 2017. Thereafter, Ms*** enrolled in Sprint’s Total Equipment Protection Plus (TEP) plan on May 17, In an effort to ensure that Sprint has satisfactorily resolved Ms***’ equipment concerns, we attempted to contact her via phone and e-mail on May 18, and of 2017, and mailed a letter to her address on file on May 23, 2017, advising her of our receipt of her complaint and our need to speak with her directly. Unfortunately, we have not yet received a return call from Ms***. Therefore, we continued with our contact efforts to Ms*** on June and of 2017, without success. Should Ms*** require further assistance, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms***. If Ms*** would like to further discuss this matter, she may contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

September 19, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, July *** Sprint Account xxxxxx***, John *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJuly ***, an end user on the Sprint account of MrJohn ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her filing, Ms*** expressed her dissatisfaction with our not accepting the exchange of her previously-recalled Samsung Note device for a new Samsung Note device, explaining that she maintained possession of her Note device after last year’s recall with assurance that she could exchange it for a Note device when released for sale. Ms*** requested that we allow her to exchange her device and pay the cost difference or terminate her previous device finance agreement and provide a refund of payments remitted toward that agreement We regret any misunderstanding that may have occurred regarding Ms***’s device exchange request. Our records reflect that Ms*** remitted a payment of $plus applicable taxes when she accepted a month service agreement for her referenced Samsung Note device on August 6, 2016. Our records further reflect that, upon the systematic shut-down of that device model from our services related to the noted Samsung device recall, Ms*** reactivated a former device to her line of service on December 19, 2016. In addition, we confirmed that our representatives informed her on February 6, 2017, that she could keep her Samsung Note device to be used toward an equipment upgrade when the Samsung Note device model was launched. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on September 8, 11, and 13, 2017, to discuss her reported concerns were unsuccessful. Subsequently, we received an e-mail response from her on September 14, 2017, stating that her device exchange concern has been addressed and resolved by the manufacturer’s exchange process. We appreciate Ms***‘s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these matters. If we can be of further assistance with these issues, she or the account holder, Mr***, can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

September 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** disputed a final invoice that was forwarded to her attention from Sprint after she cancelled her account, citing that she received confirmation from multiple Customer Care representatives that when she cancelled her account, her financial obligation had been fulfilled. Ms*** requested credit of the outstanding balance and that her account is not reported to the various credit bureaus We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes Our records reflect that on July 3, 2016, Ms*** ported out mobile number xxx-xxx-*** to another wireless service provider, and her Sprint account was cancelled. She remitted a payment of $81.98; however, her account had completed a billing cycle, and was generating her July billing statement for the billing period of July through July 31, 2016. Our records reflect that the Account Spending Limit (ASL) and surcharges were credited; however, the rate plan’s monthly recurring charges were not credited. Sprint advertises and provides services in monthly increments. If services are terminated before the end of a billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in a service plan. Additional information may be reviewed at our website, www.sprint.com Our records reflect that the total for the August invoice for billing period July 1, 2016, to July 31, 2016, and the late reflected on the September invoice totaled $80.82. While our records do not reflect any billing error on our part, on September 16, 2016, a department within Sprint spoke with Ms***, and in an effort to resolve her concerns, credited the full balance of $to close the account. Further, because the account had not been forwarded to an outside collection agency, it was not reported to the various credit bureaus During our discussion with Ms*** on September 22, 2016, the information outlined above was explained to her. We also advised her that she will receive a final invoice in October 2016, which will reflect the $credit adjustment and a zero balance. Ms*** expressed her satisfaction with our findings We regret the loss of Ms***’s business, but are pleased that we were able to resolve these matters to her satisfaction. If we can be of further assistance with these issues, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, Linda WExecutive Services Analyst

May 24,
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, Ms*** stated that she had an unfavorable customer service experience while attempting to address her equipment concern, which led her to elect a new wireless service providerMs*** expressed her dissatisfaction with receiving monthly billing statements, after she requested the cancellation of services with SprintMs*** requested that Sprint review these matter and process a refund to her accordingly
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** established services with Sprint on June 1, 2013, by portiphone number ending in ***Additionally, Ms*** activated an iPhone Silver 16GB device via Sprint.com on-line services on September 27, 2014, and participated in Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Our records reflect that Ms*** contacted our Customer Care group regarding her request to cancel services on March 21, Our Customer Care representative advised Ms*** that her services would be scheduled for cancellation at the end of her billing cycle date of April 2, However, due to an inadvertent error, the scheduled cancellation was not processed, per her request and the services remained active resulting in monthly recurring charges for an additional month of service as reflected on her May billing statement
We spoke with Ms*** on May 17, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms*** that we regret the circumstances that led to her decision to terminate services with SprintIn addition, we explained to Ms*** that we reviewed our call recording on March 21, 2017, and based on our review, we offered to cancel her services on phone number ending in ***, which Ms*** acceptedAccordingly, her account was cancelled effective May 17, 2017, and we offered a one-time courtesy adjustment of $for the monthly recurring charges as reflected on the May billing statement and cancelled the respective Lease Agreement for her iPhone Silver 16GB device associated with phone number ending in *** and agreed to adjust the Fair Market Value charge of $plus applicable taxes, without requiring Ms*** to return the device as a one time courtesy and exceptionWe advised Ms*** that her account is closed with a remaining valid balance in the amount of $This balance represents unpaid monthly recurring charges as reflected on the January through April billing statementsMs*** confirmed her understanding with the information and resolution relayed to her and was satisfied in Sprint’s efforts to resolve her account concerns
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** 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

March 2, 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. In her inquiry, Ms*** stated that she contacted our Telesales group to upgrade her current device and add a new subscription to her account. Ms*** stated that she requested a promotion she saw online which offered her the opportunity to terminate her current lease and we would waive the activation fees and remaining lease payments with the return of her undamaged leased deviceAdditionally, she requested to purchase the new phones at a subsidized cost in exchange for a two-year agreement. Ms*** stated that although the offer was confirmed the devices were setup on lease agreements. She returned the leased devices, reordered new devices at the subsidized cost and was billed lease accelerated charges, although she returned the devicesAs a result, Ms*** is requesting that we credit the accelerated lease charges and honor the offer she requested In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information Based on our research and due to any possible misunderstanding that may have occurred regarding Ms*** upgrade request, our records show that the two lease agreements associated with phone numbers ending *** and *** have been cancelled within our Satisfaction Returns Policy, which can be viewed on www.sprint.com. Further, our records show that Ms***’ devices were reordered at the subsidized price in exchange for a two year service agreement. Additionally, we confirmed that all credits have been applied to the account We regret any inconvenience that this matter may have caused. If we may be of further assistance with this matter, please contact us by calling 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

October 6,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
This is in response to the letter received by our
organization on September 14, regarding *** *** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important
Ms***’s filing expressed her dissatisfaction with the inability to cancel phone lines ending in *** and *** in the middle of her billing cycleMs*** stated she contacted our Customer Care group and requested to cancel the above lines effective immediatelyIn response to her request, Ms*** was informed that the above lines would be cancelled at the end of her billing cycleMs*** requested that Sprint review this matter and cancel phone lines ending in *** and *** effective immediately
Sprint has reviewed Ms***’s complaintAccording to our records, on September 13, 2016, Ms*** contacted our Customer Care group and requested to cancel phone lines ending in *** and *** effective that day, prior to the bill cycle end date of October 2, As stated in our Terms and Conditions of Service, Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planAs such, the cancellation of phone lines ending in *** and *** was scheduled for and took effect on October 2, 2016, the bill cycle end date
In order to ensure that Ms***’s account concerns were successfully addressed and to provide a mutually acceptable resolution, we must speak with Ms*** directlyWe have made multiple attempts to reach her regarding her account concernsWe attempted to contact her via phone and e-mail on September and of 2016, advising her of our receipt of her complaint and our need to speak with her directlyPlease note that we have received e-mail communication from Ms*** on September 19, 2016, advising us that due to time constraints it is difficult for her to speak with the undersigned directlyHowever, we made additional contact attempts to Ms*** on September 20, 23, and 30, Unfortunately, we were unable to speak with Ms*** directly
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the accountTherefore, we ask that Ms*** contact us at the number provided below at her earliest convenience, in order to complete the authentication of her account and discuss her concerns
We regret any frustration this matter may have caused and look forward to hearing from Ms*** to address and resolve her account concernsIf Ms*** would like to further discuss this matter, Ms*** can contact our office toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive Services Analyst
here

June 2, 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 Ms***’s complaint, she contacted us immediately to close her
account, but subsequently learned that her account would remain active through the end of the billing period. She was also informed that the line was placed on our lowest price plan to save her money on her final bill since she was no longer using the service; however, the plan was approximately $more than our lowest plan. In addition, upon the porting of a different line, the accelerated equipment charges were billed and due immediately, which she believes is unfair because she hasn’t received an invoice detailing the chargeWe apologize for the circumstances that prompted Ms***’s decision to terminate services with Sprint. We contacted Ms*** and discussed these matters in detail. We determined that these issues were addressed and resolved after Ms*** spoke with a member of our customer service management team. At that time, we updated her price plan and issued credit to her account for the difference in price plan rates. We also explained that in accordance with the terms of the lease agreement, the accelerated charges stemming from the unpaid payments in her lease are due upon cancellation of the leaseOur office placed a follcall to Ms*** to review her final invoice, which reflects a balance due of $for accelerated equipment charges and Early Termination Fees. As a result of this interaction, Ms*** was in agreement with the final balance and a payment arrangement was established for the full balance to be paid on June 18, We appreciate Ms*** for taking time to provide details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. Should Ms*** need further assistance, 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 TimeSincerely, *** *** Sprint Executive Analyst