Sprint Corporation

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Revdex.com: I have reviewed the phone bill at a Sprint store (Sprint never sent me one) and have determined the charges are correct. I am no longer challenging the bill in reference to complaint ID ***. Thank you very much for helping me resolve the issue. Your services are very important in that it gives individual consumers a voice.
Regards,
*** ***

November 30, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Bill W***
Sprint Account XXXXXX Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, MrW*** expressed his dissatisfaction with the delivery process for his recent equipment replacement order. MrW*** stated though there are two United Parcel Service (UPS) locations within ten minutes from his home address, his equipment order was sent to a UPS location that is one and one half hours away from his home address. MrW*** is requesting that Sprint review this matter and ship his equipment order to a UPS location that is closer to his home address Sprint contacted MrW*** at the phone number provided in his complaint. MrW*** explained that he has received his equipment replacement order. Sprint regrets any inconvenience MrW*** may have experienced while attempting to resolve this issue. If we can be of further assistance with this matter, MrW*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

November 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank
you for forwarding the above-referenced inquiry of *** *** to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. In the inquiry filed by Ms***, she indicated that she upgraded the device on phone number ending *** to the iPhone 6s Plus in June 2016. She indicated the device stopped charging. As a result, she took the device into a Sprint service and repair location; however, they were unable to repair it. She was then directed to visit an Apple store. She states that they took her device and mailed it in for repair. She was later contacted by Apple and was advised there is a $fee to repair the device as it had unauthorized parts. As a result, Ms*** believes she was sold a refurbished device instead of a brand new device. She is requesting we review the matter We spoke with *** ***, an authorized user on the account, regarding this matter. We informed him that we contacted Apple Support and they agreed to replace the device without a fee. Consequently, a replacement device was activated on November 14, 2016. We also confirmed with Mr*** that our records reflect that the original iPhone 6s Plus was indeed new, and not reconditioned as suggested We regret any inconvenience that Ms*** may have experienced as a result of this matter and appreciate her business. If we can be of further assistance, she can contact me toll-free at ###-###-####, extension ***. I am available Sunday through Thursday from 7:a.mto 3:p.m., Central Time Sincerely, Shari DExecutive Services Analyst /ah/

November 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of *** *** submitted on October 25, 2016. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information provided, Ms*** stated that she activated a new line of service with Sprint and advised she would qualify for referral credits; however, these credits were never applied to her account. In addition, Ms*** stated that an employee stole her referral credits. Ms*** further stated that her down payment was applied to her leased device. Therefore, Ms*** requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms***’s complaint. According to our records, on May 18, 2016, Ms*** established an account with Sprint by portiphone numbers ending in ***, *** and ***. At the time of activation, Ms*** activated two iPhone 6s 64GB devices on phone lines ending in *** and *** via Sprint’s Leasing program; in addition to remitting a down payment for her leased deviceSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or 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 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/lease. Capital Cost Reduction (CCR) is a down payment requirement for customer who would like to get a leasing or installment billing/easy pay agreement for higher memory devices. CCR/ Down payment for Leasing and Easy Pay is already deducted from the amount that the customer is supposed to be paying every month. Customers who are required to pay a CCR/down payment will have a lower monthly costThe CCR amount is deduction from the total cost of the device. Per Sprint’s Terms and Conditions, which can be viewed at www.sprint.com, policies are subject to change In addition, Ms*** activated an iPhone SE device on phone number ending in *** via Sprint’s Monthly Installment program, which did not require a down payment. 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 Please note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returns. Customers can try Sprint service without being liable for service and device charges. The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase (price or down payment), activation fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned. Further, there are no restocking fees Sprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated. New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement. Additionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible. According to our records, Sprint has processed Ms***’s referral rewards card and shipped to the address on file on June 28, totaling $150. Our records further reflect the American Express Rewards Cards where applied towards the balance reflected on Ms***’s July statement Please note that we partnered with the third-party retail stores management team to further investigate Ms***'s concerns. Upon the completion of the investigation, the third-party retail stores management team confirmed that no fraudulent activity occurred on her accountTherefore, we are unable to confirm or deny her claim We spoke with Ms*** on November 16, 2016, and relayed the aforementioned information to her. We further advised Ms*** to have her friend contact Sprint to further investigate his account. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, 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 account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. While Ms*** may not agree with the aforementioned information relayed to her, we are confident that her concerns were addressed to the best of our ability. Ms*** advised Sprint that she no longer wishes to discuss this matter. We regret any frustrations Ms*** may have experienced while attempting to resolve this matter We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance with this matter, Ms*** may contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with the length of time taken for us to remove billing from her Sprint account for equipment that she returned to us during a recent device upgrade interaction. Ms*** requested that we remove the monthly charges for the returned equipment from her account We regret any possible misunderstanding that may have occurred regarding Ms***’s equipment billing. Our records reflect that she completed her noted device upgrade on March 24, 2017, and that her returned equipment was received in our warehouse on or near March 28, 2017. However, an apparent inadvertent error when communicating return instructions led to a delay in properly processing that device return to provide the appropriate account credits. During a previous conversation with Ms*** on June 2, 2017, we explained the information noted above. We also advised that the lease associated with her returned equipment was canceled and that her account was updated to prevent further charges for that device. In addition, we assured her that we applied credits totaling $***to her account to offset the remaining charges for that device. During our follconversation with Ms*** on June 14, 2017, we reviewed her June 9, 2017, invoice and applied additional credits totaling $to her account, offsetting late fees stemming from the delay. She indicated her satisfaction with our actions and response. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this issue, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a re*** why you are rejecting the responseIf no re*** is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: As a customer, the insult of crediting my account $for a service that has given me difficulties from the time of purchase was very poor customer service. Not only was the credit offered to my account a slap in the face but the conversation with the Executive Services Analyst Chanda L. Chanda L (Executive Services Analyst for Sprint) after I stated my concern went on the defense for her company Sprint, stating that they were a " for profit company" and then went on comparing my issue to vehicle in need of repairs a few days in the month that needed to be placed in the shop. The executive then further went on by saying " just because your car is down for a few days you cannot call your insurance company and ask for days to be deducted or credited to your account". I was truly disappointed with the lack of insensitivity stating to Chanda L (Executive Service Analyst for Sprint) that all my memorable pictures had been deleted along with contacts and felt that has a customer Sprint did not value me as I had been patient in dealing with numerous system issues on a phone which had been clearly documented in my notes. Chanda L (Executive Service Analyst for Sprint) then stated to me that they did not have to base decisions off of the customer services representative's notes left in the computer. In my mind these are employees of Sprint and there input on a situation should be seen no different to any other level of employee With that being said I am not satisfied with the outcome and regret ever switching my services from AT&T to Sprint. I will reach out to Sprint again in the hopes of rectifying the issue via media
Regards,
Eric L***

April 24, 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 after replacing one of the devices on her account the international plan on that telephone number was removed and not added back on when the device was returned to her. She stated this caused her to be billed for international long distance at a rate higher than what it would have been had the international calling plan not been removed. She stated that she contacted our Customer Care department multiple times and was advised that her account would be credited however, however, to date the credit has not been applied. She is requesting that her account be credited for the international charges Our records reflect that Ms***’s account was billed for international calls in the amount of $for phone number ending in ***, for August, September and October 2016, after the plan was removed We spoke to Ms*** on April 14, 2017, and although the charges are valid, in an effort to reach an amicable resolution, we offered to apply an account credit in the amount of $as a one-time courtesy. We referred her to Sprint World Wide department which can be reached toll-free at ###-###-####, with any questions regarding international rates or plans. More information can be viewed at www.sprint.com/international. She stated that she considers the issue resolved to her satisfaction 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 that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If we can be of further assistance, 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

August 24, 2016 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 Ms*** ***, submitted on August 9, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that she purchased a Samsung Galaxy Note GB device that she reported issues with within days of activationShe expressed dissatisfaction with the level of customer service that she received while attempting to return the equipmentShe further states that she was refused the ability to return the equipment because she did not have the purchase receipt, and the box that the device came in had makeup on itAs a result, Ms*** is requesting to receive a new phone for the line ending in *** on account XXXXX***. We spoke with Ms*** on August 10, and 24, 2016, regarding her equipment concernsIn an effort to address these matters, our office partnered with store management in her areaAs a means to provide an amicable resolution and to bring closure to this concern, an exception to our return policy was extended, and Ms*** was able to return the Samsung Galaxy Note GB device in exchange for a Samsung Galaxy Note Ms*** expressed satisfaction with the actions taken.We appreciate Ms*** for taking the time to provide us with 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.We regret any inconvenience 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

Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s filing, she expressed his dissatisfaction with the level of Sprint network service available in his calling area. Ms
*** stated that she is unable to receive or make calls, text, or use data in her area. As a result, Ms*** requested that we review this matter and adjust her account. We regret that Ms***’s experience with the service in her local calling areas may have fallen below her 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 customersHowever, 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 network team investigated her coverage concerns and identified that there was a service alert in her area. We anticipate that her service levels will gradually improve and return to once the issue is fixed. During our conversation with Ms*** on September 21, 2017, she stated that she continued to experience issues with not being able to make or receive calls in her calling area. Based on the information that Ms*** provided, we opened a network ticket and advised her that a technician would contact her. Ms*** was contacted by our technician on September 25, 2017, and left a message for Ms*** requesting a call back in order to further discuss Ms***’s concerns We appreciate Ms*** taking time to provide details of her experience with our Customer Care 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

[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:
While I am happy that the account was closed, I'm not entirely sure why it was stated that I did not provide a police report when I did (sent by email to Leland on the 26th of September as we spoke on the phone--and I was told he would forward it to the Fraud Department which I'm assuming is why the account was closed)At any rate, my dispute has been resolved.
Regards,
Charisse W***

May 25, 2017 Revdex.com Ward Parkway, Suite 401Kansas City, MO 64114 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 her monthly bill should be approximately $plus tax and fees and she was recently charged $562.49. She stated that she turned in a device from her previous carrier that she has not received credit forIn addition, she stated that she took advantage of a Buy One Get One (BOGO) free iPhone promotion and she is not receiving a monthly credit for one of the devices as she was advised that she would. She is requesting a resolution to these issues In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Our records reflect that Ms***’s estimated monthly charge is approximately $with tax and fees. The May 2, invoice was higher because of prorated charges and an equipment purchase in the amount of $We determined that Ms*** received $credit at the point of sale for the device she turned in from her previous carrier. In addition, we determined that the BOGO promotion that Ms*** was offered had expired. We spoke to Ms*** on May 19, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered an account credit in the amount of $for the prorated charges that were assessed to Ms***’s account. In addition, although she did not qualify for the BOGO free promotion, we offered a lump sum credit for the iPhone associated with the number ending ***, in the amount of $548.91, to be credited in two monthly increments. The first credit in the amount of $to be credited immediately, and the remaining $211.14, to be credited after her June 2, 2017, invoice prints. Ms*** accepted our offer and the credit was applied to her account. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care and Retail Store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for review. 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 R.Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms***, who wrote in on behalf of the account holder *** ***, stating that she experienced ongoing network coverage issues in her local service area. She stated that she visited a Sprint store where the representative advised her that we were installing new cell towers and then proceeded to reset her device, which did not fix the issueShe stated that because of this issue, she cancelled her service and returned the device after being advised that she would receive an account adjustment for the returned phoneAs a result, she is requesting a credit of the cancellation fee We regret that Ms***’ experience with service in her local calling area fell 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 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 service. Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Our research shows that on March 10, 2016, the account holder *** *** was provided with a clear disclosure of his equipment purchase on a lease agreement for the number ending in ***. Furthermore, we were able to locate signed copies of his lease agreement which includes the terms and conditions. Our records reflect that the account was cancelled on April 8, 2017, and the account was assessed a lease cancellation fee in the amount of $315.90, and a device purchase price charge in the amount of $168.48, for the number ending in ***These charges are reflected on the April 12, 2017, invoiceThe device was received at our warehouse and a credit adjustment for the device purchase price in the amount $was applied to the account on May 19, 2017. We spoke to Ms***, an authorized user on the account on June 12, 2017, and provided her with the above-referenced information. Although we maintain that no credit is due, as a gesture of goodwill, we offered and Ms*** accepted a concession credit in the amount of $She stated that she considers the issue resolved to her satisfaction We appreciate Ms*** for taking the time to provide us with the details of her experience with our Retail Store and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for review. We regret any inconvenience this matter may have caused Ms***. If she has further questions, I can be reached at our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

September 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, D***, Kimberly Sprint Account xxxxx Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsKimberly D***, and this complaint was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customer’s concerns to our attention In the information provided, MsD*** stated that the $charge reflected on her August 23, 2017, invoice is too high. She mentioned that she switched to Sprint due to being informed by one of our representatives that her cost each month would be approximately $less than the invoice she received. She is requesting that her charges be reviewed and this matter be resolved We regret any possible misunderstanding that may have occurred regarding this issue. We spoke with MsD*** on September 15, 2017, and informed her that the bill is $because she did not receive the $automatic payment discount for each line of service. Furthermore, the $Account Spending Limit charge is reflected on her August invoice and this charge will also be removed with automatic payment. MsD*** stated that automatic payment was set on her account effective September 8, 2017, which we confirmedTherefore, we manually applied a $credit to offset the $per line discount for automatic paymentWe also applied a $credit to offset the ASL fee, including taxes, surcharges and fees, and we applied a one-time $credit to offset the late fee. Our total $in adjustments was applied to her account on September 15, 2017. MsD*** understands that her monthly service charges will be $including the $automatic payment discount and including insurance, and charges will be $for the equipmentTherefore, the combined charges are $before taxes, surcharges and fees. We reviewed MsD***’s September 23, 2017, invoice and due to her employer discount also being applied to her account, she is saving an additional $per line. Therefore, her monthly service charges are approximately $and $for devices for a combined total of $before taxes, surcharges and fees We regret any inconvenience that MsD*** may have experienced while attempting to resolve her billing concerns. Should MsD*** have any additional questions or concerns with this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal, Ms*** advised that she is not satisfied with our resolution to her previous inquiry, advising of her belief that all disputed charges assessed to her Sprint account should be removed. She requested that we update her account to reflect a zero balance once equipment she is sending back to us is received. We regret any remaining misunderstanding that may exist related to Ms***’s Sprint billing. However, as previously explained to her and outlined in our July 18, 2017, response to her initial filing, our records reflect that she completed a device upgrade for a line of service on her Sprint account on April 126, 2017, and that, although she acknowledged in her inquiry that she anticipated a small monthly device cost increase, our records reflect that the promotion that previously provided a waiver of her Phone Access Fees expired from her account on March 30, 2017, pursuant to the terms of that promotionAs a result, those Fees of $per line per month became applicable. We followed up with Ms*** on July 28, 2017, and again explained the information outlined above. We also reviewed her billing in detail and explained that, based on her chosen rate plan, equipment, and other account options, her monthly charges are correct and should be approximately $including applicable taxes and surcharges Ms*** indicated her understanding of that information but reiterated her dispute of the referenced Fees. She then requested that we cancel two additional lines of service on her account and allow her to return the devices associated with those lines in addition to the device previously referencedAlthough we were unable to identify any error on the part of Sprint related to her reported concerns, we honored Ms***’s request and agreed to credit the Device Purchase Option (DPO) charges and her remaining lease pay-off balances associated with each of her three leased devices, contingent upon her returning those devices to us, in good working order, by August 3, 2017. Ms*** accepted our offer, and we forwarded prepaid shipping materials to her address of record to facilitate the return of her three devices to us. Ms*** is aware that, once we verify our receipt and condition of her equipment in our warehouse, we will apply credits totaling $1,to her account to offset the lease-related charges noted aboveMs*** accepted the information provided and agreed that her concerns have been addressed We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration these matters may have caused, as well as the loss of Ms***’s businessIf we can be of further assistance with her reported concerns, Ms*** can contact me by calling the Sprint 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 (Bud) JExecutive Services Analyst

[Sprint has made this situation look good on their side and me the bad guy taking advantage of SprintI have included my update to their response correcting errorsIt is obvious I have no control on entering information in the Sprint systemTheir employees always enter the information and I have no idea if they have entered it correctlyThey also give recommendations on how to handle phone swapping situations, again I have no idea if they did as they sugested or even if it is legal with Sprints rules. To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on December 16, We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** expressed his dissatisfaction with phone line ending in *** being assessed a $Subsidized Phone charge associated with his current price plan, after he purchased an iPhone Plus 32GB deviceMr*** requested that Sprint review this matter, remove the $Subsidized Phone Charge and adjust his account accordingly. Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** purchased an iPhone Gray 16GB device at discounted pricing in exchange for a two-year Service Agreement on September 20, 2015, associated with phone number ending in ***Since phone number ending in *** was associated with a two-year Service Agreement, his account was assessed a $Subsidized Phone Charge per month as reflected on his monthly billing statementsPlease be advised that the price plan Mr*** selected stipulates that customers who opt to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this feeAdditional details regarding our rate plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plansBased on our review, we are unable to identify any billing errors. Our records further indicate that Mr*** purchased an iPhone Plus 32GB device via Sprint’s Monthly Installment program on September 23, 2016, associated with phone number ending in ***, (incorrectly entered into the computer by Sprint employee) 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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 purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay. Upon the completion of the device upgrade, Mr*** requested to perform an equipment swap between phone numbers ending in *** and *** on September 23, (Per the suggestion of a Sprint employee)As a result, the iPhone Plus 32GB device was activated on phone number ending in ***; thereby, leaving the active Lease Agreement on phone number ending in *** (told by the Sprint employee this number ((***)) has no active agreement)Therefore, phone number ending in *** continued to be assessed the $Subsidized Phone charge per monthDue to the Installment Billing Agreement remaining active on phone number ending in ***, on December 23, 2016, we agreed to transfer the active Installment Billing Agreement to phone number ending in ***As such, the referenced phone number will no longer be assessed the $Subsidized Phone charge going forward. We spoke with Mr*** on December 23, 2016, to discuss his concerns and relayed the aforementioned information to himWhile we regret any miscommunication Mr*** may have received with regards to equipment charges assessed to his account, Sprint is unable to identify any errors on our partTo provide closure for this matter, Sprint agreed to apply a one-time courtesy adjustment of $to his account to offset the remaining Subsidized Phone charge associated with phone number ending in *** as reflected on Mr***’s November and December billing statements. Mr*** accepted our offer and confirmed he was satisfied with the resolution providedWe regret 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 ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time. Sincerely, David H. Executive Services Analyst

May 19, 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 ported his line to another wireless provider because he was unable to make or receive calls. Mr*** said he called Customer Care to find out the amount to pay for the device, but he is being provided different amounts every time he calls. As a result, Mr*** is requesting that we reduce the final amount due for the device due to lack of service Our records reflect that Mr*** upgraded line ###-###-#### on December 26, 2016, and purchased the device under an 18-month installment agreement. Subsequently, our records reflect that Mr*** ported his line out on May 3, 2017, to another wireless service provider and his Sprint account was cancelled. Because the device associated with his line of service had not satisfied the installment agreement, the equipment balance was accelerated and billed to the account totaling $We also applied $credit for the $device credit offer for two months, along with $service credit for the promotion he was offered when he added line ###-###-#### on February 16, The applied credits brought the equipment balance to $ During our conversation with Mr*** on May 16, 2017, we explained the information outlined above. In an effort to resolve this matter, we offered to credit the associated equipment charges, dependent on the return of the device to our warehouse in good working condition. Mr*** informed us he does not believe he should pay for the charges. We explained to Mr*** that in order to adjust the charges, the device needs to be returned. We regret any frustration this matter may have caused and look forward to hearing back from Mr*** to address and resolve his concerns. If Mr*** would like to further discuss these matters, she 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

July 19, Revdex.com 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** expressed his dissatisfaction with the monthly cost of his Sprint account. Mr*** stated that he is not being billed what he was quoted Please note that in our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at 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, additional purchases or subscriptions, could result in invoice balance changes. Based on our records, Mr*** is being billed correctly. Our records reflect that on October 31, 2016, Mr*** upgraded to an iPhone device via a month Lease Agreement on phone number ending in *** and was provided with a clear disclosure of his Lease Agreement terms and charges. In addition, Sprint plan rates do not include the cost of taxes, additional fees and/or surcharges or equipment charges Thereafter, on May 25, 2017, Mr*** contacted Sprint and explained that he was looking to lower the monthly cost of his Sprint account. Accordingly, he updated his plan from the Sprint 6GB Better Choice plan at $45, plus $for Unlimited Talk and Text to a promotional Unlimited Freedom plan at $per month for one line through March 2018, $per month for line two and $per month for lines three through ten. As of April 2018, the plan will be updated to $per month for line one We spoke with Mr*** on July 11, and explained our findings. Mr*** stated he has no further questions and or concerns regarding this matter We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me by calling our 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 Service 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
This is to advise that I was contacted by a representative of Sprint by phone and my complaint was resolved as requested in my complaint..Thank you for your prompt action in getting my problem addressed and resolved by Sprint. I very much appreciate your help
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: We are getting closer to resolving this complaint, but we are not quite thereIn paragraph 2, *** gives a relatively lengthy explanation or excuse for poor service, but I remind him that most of my problems were in zip ***, with no "natural, man-made , or weather related problems." Many of the problems existed at the Sprint store on *** *** ***., which I had to visit on nearly a daily basisService is supposed to be excellent at that location I also take offence at the language used in paragraph concering past-due balancesI have exceptional credit, well over 800, and Sprint received an up-to-date payment of $184, written on 4/and cashed on 4/According to ***'s letter, I termionated service on 4/and tried to resolve all billing problems on 5/There were no past due balances and I do want want to have that on any record, anywhereIn reference to comments later in the letter, additional feedback that I gave might be dcocumentation and photographs of excessive texts from Sprint regarding roaming charges, pictures documenting the length of time to receive email, pictures documenting the inability to text in my Amherst home to my son down the street, and documentation showing a reversal of a roaming policy decision and a billing decision almost directly after decisions were madeAt one point, *** said there was no record of my $payment, but how could that be since I made the payment by credit card, over the phone, and to one of Sprint's representativesI HAVE NOT RECEIVED A FINAL BILLING FROM SPRINT TO DATE - 5/31/- AND WHEN I DO, I WILL CONSIDER THIS CASE CLOSEDI do thank *** for his help after our second conversation, but due to previous experiences with Sprint, I must have the correct final billing from Sprint showing the account closed
Regard
*** ***

August 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal Sprint Account xxxxx***, *** *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** ***. We regret that Ms*** has again contacted your office, and that she expressed dissatisfaction with our prior response to her payment arrangement concern In her original filing, Ms*** expressed dissatisfaction that her service was interrupted after she had made a payment arrangement, consisting of a $payment on July 14, 2017, and a $payment on July 21, 2017. In addition, she advised that a $payment posted to her account without her knowledge. In her current filing, Ms*** expressed dissatisfaction with our August 2, 2017, response, advising that she had additional documentation that demonstrated that the payment arrangement was incorrectly applied As is reflected in our August 2, 2017, response, As Ms*** agreed when establishing service with us, payments are due as invoiced. Ms*** requested a payment arrangement, consisting of her authorization to post payment of the account balance by a specified date, in exchange for continued active service to that date. With respect, we would note that this request was for a service in excess of those offered and/or purchased. We realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available. Unfortunately, not all payment arrangement requests can be honored. Further, our efforts to assist Ms*** to maintain active service in this m***er, does not alter payment due dates accepted when service was established. Our records reflect that Ms*** contacted Sprint on July 12, 2017, to request a payment arrangementAt that time the account reflected a $balanceMs*** agreed to pay this balance in two installments of on July and July 25, In exchange for retaining active service, Ms*** secured the payments with her credit/debit card to automatically post on the respective dates. Again, we regret any misunderstanding that may have resulted from Ms***’s request for a payment arrangement, and our August 2, 2017, response. We were unable to identify the source of the communication issue, because Ms***’s described payment arrangement referenced payment of a $account balance, while the actual $account balance had been disclosed in that conversation. Further, Ms***’s original filing confirmed that on July 12, 2017, she received a notification from Sprint detailing the full payment arrangement as is reflected in our records. During our July 18, 2017, conversation with Ms***, we discussed the previous information. Because we value Ms*** as our customer, we applied credits as a courtesy, totaling $to offset late payment and account reconnection feesWe made additional attempts on August and 14, 2017, to contact Ms*** via her available contact numbers and e-mail address on file. In addition, we sent a letter dated August 14, 2017, to Ms***’s postal address on file. We ask that she contact me, directly, to address any remaining questions in this matter We appreciate Ms***’s taking the time to provide us with the details of her payment arrangement experience. It is or goal to clearly communicated, during each transaction. We are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before they are released to assist our customers. Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. Ms***’s feedback is valued, and has been forwarded to the appropriate management staff empowered to investigate further, and make changes in this area We regret any inconvenience this matter may have caused Ms***. Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst