Sprint Corporation

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

April 15,
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 Mr*** ***
We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with the level of service provided by our representatives during her attempting to resolve a billing concern, citing that we are charging him more per month than he agreed to when he accepted his current rate plan and device optionsHe requested that we remove the Subsidized Phone Charge from his account to match the monthly rate he was originally quoted
We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint account and billingOur record reflect that Mr*** upgraded the device associated with his Sprint services on February 4, 2016, and accepted a two-year term agreement in exchange for our reducing the price of that device to zeroOur records further reflect that Mr*** changed his calling plan to our new GB Entry Plan for $a month, when activated with a non-discounted deviceBecause Mr***’s device was provided at a reduced price, we assessed an additional $monthly Subsidized Phone Charge to his account, pursuant to the terms of his chosen rate planCustomers can find full details of that rate plan at www.sprint.com
During our April 7, 2016, correspondence with Mr***, we explained the information outlined aboveWe also confirmed that he previously spoke with representatives of a specialized escalations team regarding his reported concerns on April 6, 2016, and that a representative of that team applied credit totaling $to his account to offset the disputed charges reflected on his March invoice, plus applicable taxesIn addition, although we were unable to identify any error on the part of Sprint in this matter, our representatives updated his account to waive the monthly $Subsidized Phone Charge, as requestedHowever, because his chosen rate plan is designed to automatically assess the charge, if applicable, we agreed to follwith Mr*** to ensure that his April bill is accurate
We regret any inconvenience this matter may have causedIf we can be of further assistance related to this concern, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time
Sincerely,
LaDonna ***
Executive Services Analyst

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr*** indicated that he is requesting that a $Uber discount be applied to the Unlimited Freedom service plan that is reflected on his account. He stated that the plan cost should be $55; however, his service plan cost is reflected as $60, which is $more than the advertised amount reflected on his internal employer website for Sprint We regret any possible misunderstanding that may have occurred regarding this matter. We communicated in detail with Mr*** regarding this issue. The $Unlimited Freedom service plan is reflected on his account, in addition to the $employer discount, which results in a plan cost of $60. We further explained to Mr*** that in order for the plan cost to reflect as $55, he will need to sign up for automatic payment, which will result in an additional $credit. At this time, Mr*** indicated that he does not want to sign up for automatic payment. Due to any possible misunderstanding that may have occurred regarding this matter, we offered two one-time $credits resulting in a total $credit to his account as a goodwill gesture. Mr*** accepted the credit and stated he understood our findings Should there be any additional questions regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

October 6, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Darlene *** Sprint Account xxxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsDarlene ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your agency once again. In her rebuttal, Ms*** stated that, although she signed her disputed equipment finance agreement, she did not understand the terms of that agreement. She reiterated her request that we remove that agreement or allow her to terminate her services with no contractual obligation We regret any remaining misunderstanding that may exist related to Ms***’ device financing agreementAs outlined in our September 28, 2017, response to her previous filing, Ms*** paid off the installment balance associated with her referenced device on September 14, 2017. As a result, she no longer has any commitment on her device purchase, and she will be billed for her monthly service charges plus any other account-related charges such as late payment charges that she may accrue on her account and applicable taxes and surcharges During our conversation with Ms*** on October 2, 2017, we explained the information outlined above. She confirmed her better understanding of that information and her satisfaction with our response We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance with this issue, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:theres a mistakeMy phone already is unlocked because I paid the full amount of what was asked of me I own the phone and was told by an agent and a rep in one of the stores that I only had to pay a certain amount which I did.
Regards,
*** ***

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

September 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, Trisha *** September 13,
RevDex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account XXXXX***, Trisha ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of MsTrisha ***We appreciate you bringing this matter to our attention
According to the information provided, Ms*** indicates that a payment in the amount of $was deducted from their debit card without her knowledgeMs*** states that when she ported out her services, she received a reward card from her new service provider to pay off her Sprint equipment balanceMs*** also states that Sprint agreed to settle her account for $As a result, she requests that we refund the difference
During our discussions with Ms*** on September 11, 2017, we confirmed with her that in accordance with the Terms and Conditions of her Wireless Agreement and the Lease and Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to SprintFor additional information regarding this matter, please visit ***Furthermore, Sprint sent a letter to Ms*** on July 25, 2017, advising her that the outstanding account debt payment would be processed within days from the date of the letter
After further research we determined that Ms***’s financial account information was stored in her account wallet in our billing records for future payments towards the accountThis led to the processing of the above-referenced paymentWe confirmed that both the charges and the payment are validFurther, our records show that on September 13, 2017, a partial chargeback was refunded to Ms***’s bank accountAs a result, her account is closed and reflects a balance due of $
If we may be of further assistance with this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Kala C
Executive Services Analyst

We appreciate your assistance in bringing Mr***’s concerns to our attention
In his inquiry, Mr*** expressed frustration with billingMr*** advised that at the time of his recent phone upgrade and tablet purchase in June 2015, he was told that the plan for his phone
would be $per month with a $monthly leaseMr*** further states that, he was told that his tablet would be free of charge and that he would receive his data plan for $Mr*** states he later discovered that his bill for both his tablet and device was much higher than anticipatedIn addition, Mr*** states that he was to receive a $adjustment for turning in his old device; however, he never received itMr*** believes that she was misled regarding his billing and as a result, he has requested that the charges be corrected
We contacted Mr*** on July 28, 2015, in an effort to review this matter in detail; however, we have been unable to reach him for follow upA review of Mr***’s account reflects that he is being billed correctlyIn addition, our records reflect that the $adjustment was applied against $in taxes for accessories at the time of purchase as well as a $adjustment towards Mr***’s first invoice following his upgradeWe have since received a voicemail from Mr*** expressing his acceptance and satisfaction with our resolution
We regret any inconvenience that this matter may have causedIf this issue remains, we ask that Mr*** contact our Executive & Regulatory Services department toll free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time
Sincerely,
Cynthia C
Cynthia C
Executive Services Analyst

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The sprint are giving a hard time to allow my I phone be unlocked.Lori, the woman I talked to, said, they would let all companies know that I my phone eligible for unlock and this is not true, as you can see in the file att...They are not allowing the company do the job, as promised. I already paid the early termination fee and I paid all I owned to them and they are not doing what they promised (which was unlock my phone not just domestic, mas totally unlock) and I still have to carrie two phone all day long...Not Good! Not trustful company, unfortunately
Regards,
*** A ***

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx***, *** ***
Sprint Case *** To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr*** ***, submitted on behalf of the account holder, Ms*** ***. We regret for any inconvenience that they may have experienced as a result of this matter. According to the information provided in the complaint, Mr*** expresses his dissatisfaction with the network coverage that he receives in his service area. As a result, he requests that the service on the account be cancelled and that the phone lease cancellation charges be waived or that we provide him new model phones at no charge. Our investigation of Mr***’s network coverage indicates that Sprint is in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience in his service area. While the end result of the upgrades is a superior product with unparalleled network service, customers may notice temporary service issues during the transition process. However, our technical teams are continually monitoring the effect those changes may have to our customers. As a demonstration of our commitment to excellence in regard to the matter, we applied an account credit to offset one month’s service. We also advised him that with the return of the account phones in good condition, we will apply account credits to offset the phone lease cancellation charges for each of the account’s two phones. We advised him that the offer is valid for days. He stated that he will contact us back should he wish to accept our offer If Mr*** needs further assistance with this matter, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Patricia S. Executive Services Analyst

July 6, 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 Ms*** ***’s concerns to our attention. According to the information provided, Ms*** *** notified of her dispute regarding the account number referenced above, stating she has been victimized by identity theftShe further stated she has had the same cell phone number for over eight years. As a result, she is requesting we delete all negative reports from the credit bureaus regarding the Sprint account We completed our investigation and confirmed there are no fraudulent activity occurred on the referenced Sprint account, which was established in Ms*** ***’s nameWe also confirmed Ms*** ***’s number ###-###-####, listed as a contact number on her complaint was contacted by both numbers on the account every month while the account was openThe address on file also ties with Ms*** ***’s address in public recordsAccordingly, our fraud department contacted Ms*** *** and advised her no subscriber fraud was found. As a result, she will have to handle it as a civil matter We regret any inconvenience this matter has caused Ms*** ***. If additional assistance is required, she can contact me by calling the 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, Shola AExecutive Services 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/

May 30, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiryWe appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she purchased a Note on a lease agreement in September 2016. She further stated that due to water damage, the device was replaced with a Samsung Galaxy by the device replacement administrator, Asurion. She stated that upon cancelling her Sprint service, her current provider has not accepted the replacement device, in order to pay off the $lease commitment balance. Ms*** requested that Sprint update the lease agreement to reflect the device that she received when she filed a replacement claim 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. 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 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 Further, All new Sprint devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty. As stated in the Terms and Conditions of the TEP Program, devices may be replaced with a like or comparable device. Further information can be found on www.sprint.com/tep Upon review of Ms***’s account, our records reflects that she purchased a Galaxy Note on a Sprint Lease Agreement on July 14, 2016. Further, our records show that on March 8, 2017, a device replacement claim was processed through Asurion, and was replaced with a Samsung Galaxy 7. The purchase agreement on file for the subscription was a Lease Agreement on the original Samsung Note 5, and that was provided to Ms***, in addition to her final invoice indicating the lease cancellation charges We spoke with Ms*** May 23, 2017, and provided her with the above information. Regrettably, we could not amend the initial Lease agreement. However, we recommended that she contact Asurion, the administrator of the TEP Program, to obtain proof of her equipment replacement. We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R 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: 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
*** ***

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 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

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

April 17, 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 complaint, Mr*** states he returned the phone purchased from Sprint within the satisfaction guaranteed time period. While doing so, Sprint has only refunded $of the $paid. He is requesting the final portion totaling $to be refundedIn our conversation with Mr*** on April 17th, 2017, we advised Mr*** the refund of $has been credited back to his financial institution and that his account was canceled with no further balance due. Mr*** provided his final feedback and confirmed these actions have resolved his issueWe appreciate Mr*** taking time to provide details of his experience with our customer service 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 On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he can contact me by calling the 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, Linard AExecutive Services Analyst Tell us why here

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with our network performance in his area and cited that the Airave indoor signal booster we sent to him is not compatible with his home Internet service. He requested that we provide him with an indoor booster that is compatible with his home Internet services or allow him to cancel his Sprint services without contractual obligation We regret any difficulty Mr*** may be experiencing with his Sprint services. However, as outlined in our Terms and Conditions of Service, which can be reviewed on our website, ***, coverage and quality of wireless services and data speeds 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 Our records reflect that Mr*** previously brought his reported coverage issues to the attention of our Customer Care and technical engineering teams and that we sent an Airave indoor signal booster device to him to address his indoor coverage concerns. The Airave is a device that creates an indoor CDMA signal for a wireless device like a cell tower, in an area of up to 5,square feet, when connected to a home or office broadband Internet service for calls, text, and 1xRTT data speeds over the Internet. Up to three wireless calls are supported through an Airave device at one time. Equipment is activated at the subscriber level by 12-digit MAC ID with an independent telephone number. Once connected and configured, the device acts just like a Voice Over IP (VOIP) system for Sprint mobile devices. We confirmed that the address associated with Mr***’s Sprint account is within our coverage footprint. Based on our review, we confirmed that he should generally receive signal strength sufficient to make and receive calls outdoors but that signal may be lost in a car and in buildings. However, it is important to note that certain areas may have limited or no coverage and that various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within our best coverage locations. We further confirmed that our network in Mr***’s area is performing within parameters. During our conversation with Mr*** on August 10, 2016, we discussed our findings noted above. Based on additional information he provided, we offered to change his price plan to one without the referenced premium data acharge; however, Mr*** declined and reiterated his request that we provide a different signal booster device. We explained that Sprint only offers one signal booster device option, the Airave, which was already sent to him and advised that, if he chooses to purchase a non-Sprint signal booster to aid in his indoor network performance, Sprint would be unable to guarantee its performance or the quality of his service Mr*** then reiterated his request that we allow him to terminate his services without any contractual obligation. We explained that, because he upgraded three new handsets on April 10, 2015, financed with Sprint lease agreements, terminating his services prior to the satisfaction of those leases would result in our accelerating the pay-off balances of his equipment and assessing those amounts to his account. However, although we are unable to identify a Sprint error related to his service issues, we offered to honor Mr***’s service cancellation request and to credit the referenced accelerated lease pay-off charges contingent upon his returning his leased equipment to our possession, in good working condition, within days of his service cancellation Mr*** requested that we allow time for him to consider his options. He is aware that our offer is valid through September 5, 2016. Mr*** then confirmed that we have satisfactorily addressed his issues If we can be of further assistance with this matter, or if Mr*** would like to accept our offer within the noted timeframe, he can contacted me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst