Sprint Corporation

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account XXXXX*** 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’ concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the delay in receiving account credit for the ***se Cancelation charge on the device that she already returned. She is requesting to receive the credit as soon as possible to discontinue all collections activity and remove any negative reporting on her credit. We are p***sed to advise you that we spoke with Ms*** and resolved her billing and account status concern to her satisfaction. We verified that Ms*** returned her device to Sprint and credits totaling $were applied to her account today. As a result, her account is now in final status with a zero balance due. Because Ms***’s outstanding balance is now satisfied, we have contacted the third-party collections agency, GC Services, and requested that further collection efforts on this account be discontinued. We also confirmed that no negative information pertaining to this account has been reported to the credit bureaus. We regret any inconvenience that this matter may have caused. If Ms*** has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with the lease loyalty promotion not applying the credit towards the gross installment charge, which subsequently is not diminishing the taxes incurred. Additionally, she is seeking to terminate a line no longer being usedIn 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 pricingWe spoke with Ms*** on May 5, 2017, and discussed her dispute of the lease loyalty credit promotion and her request to cancel one of her lines under a lease equipment agreement. We fully explained to Ms*** that the lease loyalty credit is an offsetting credit adjustment which is different from a discount as it applies separately and not towards the monthly lease installment. The taxed amount towards the installment charge would not be affected by the credit. In an effort to promote customer satisfaction, we agreed to cancel line ###-###-#### along with the Samsung Slease agreement and facilitate the device’s return. With this action, Ms*** considers her complaint to be fully resolved We appreciate Ms*** for taking time to provide details of her 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 Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, 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, Linard AExecutive Services Analyst

I had changed my plan and got the offer for what was supposed to be a free phone at the same time I had already gone over this over a year ago with a supervisor from sprintHe actually informed me what had happened in regards to me having a lease because I had not been recieving bilks from sprint after several calls to request the billsMy plan was changed and I was given the offer for a free phone on tge same day and phone callI have been with sprint gor years and until years ago I had a couple problemsBut those problems had been handled quickly and adiquitly I have been dealing with these problems for over a yearIn the latest responde from *** I feel like I'm back to square I was told that sam ed thing by a sprint employee over a year agoI then told the employee hiw I got the offer for the free phonevat the sametime as I was changing my planHE then transfered me to a supervisor who then told me I had a lease and that after looking into it I had not been informed of the leaseI also tokd him I git the free phone and changed my plan at tge same timeHe informed me the system made an error and took away the free lease by mistske since I got both atvthe same time The whole reason that sprint changed every thing was that I had an ogfer to seitch to *** with a free sand unlimited $planSprint matched it but then didnt give it to me*** also told me a different stiryHe said that there was confusion because they had just started doing leases at the time I made these changes.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

March 25,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
Dear Ms***:
The inquiry referenced above has been forwarded for our
reviewWe appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** stated that she activated service in December 2015, and canceled her account because she was not satisfied with the level of network coverage in her areaFurther, she stated that although the equipment lease cancelation charges were credited, she was still billed for a full month of serviceAs a result, she is requesting that we credit the balance on the account
During our conversation with Ms*** on March 14, 2016, we apologized for any inconvenience she may have experienced as a result of this issueFurther, we advised her that although we made an exception and allowed her to cancel her account with no cancellation fees outside of the 14-day return period, she was responsible for the service used for the period of time she had the account activeIn an effort to reach an amicable resolution, we agreed to credit $to her account and reduce the balance to $However, since Ms*** previously made a payment for $121.67, we agreed to issue a refund for $Ms*** should receive the refund within to business daysMs*** accepted the offer and is satisfied with the resolution
We appreciate Ms***’ taking the time to provide us with the details of her customer service experienceWe regret that the level of service she received was not indicative of the world-class service we strive to provideThe feedback she provided has been forwarded to the appropriate management staff for further review
If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time
Sincerely,
Tobias T
Executive Services Analyst

The credit card they had on file was always set as one time use and was suppose to be approved, I was not aware they could keep and help themselves as they explained.Also I did not receive a letter and had spoke to someone before porting to a cheaper company that financially I could not fix my phone and needed time to get back on my feet to make paymentI had at the time every intention of returning to sprint as I have been a costumer for many years with themFor all the year I gave them it is very discouraging that they could not wait months for me to return to them.After being told and understood from a manager at sprint that I would get my refund I find it disgusting that another team member decided not to refund me.How a human can be so heartless to a family over a business collection is beyond me especially since I have been a loyal customer for so longI believe they should not have had the right to remove the money from my child support with out my knowledge *** *** has personally given Sprint a bad name and this should definitely be understood by anyone who deals with them.
Complaint: ***
I am rejecting this response because:
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: Ann mentioned the following: The line is paid for till the end of the billing cycle The line will be disconnected by the end of the billing cycle (Aug 26)At that time, I can switch to ***, ***, *** and get a new number and port back to Sprint to get under the BYOFD plan.I spoke to a customer service rep who confirmed the above understanding (Actually assured he will call back once the account is cancelled by Aug to port the new line using my phone).Its Aug 28, the phone line is still not cancelled yetI called up to find out the number is active yet, and I was told someone put a note not to cancel the line !!Someone is working on cancelling the line, so we are still on step of the above process
Regards,
*** ***

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

December 28, 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 *** *** submitted on December 2, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed his dissatisfaction with the delay in cancelling his Samsung Tablet device. According to Mr***, he contacted our Customer Care group and requested to cancel service on the above device; however, he received a collection letter for his accountMr*** requested that Sprint review this matter, cancel his account, and adjust his account accordingly. Sprint has reviewed Mr***’s complaint. According to our records, on April 8, 2015, Mr*** purchased a Samsung Tablet device associated with phone line ending in *** via Sprint’s Monthly Installment programSprint 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. If a customer on an Installment Agreement cancels service prior to completing their device payments, the remaining unpaid balance on the device will be due on customer's next invoice. For additional information and eligibility requirements customers can visit www.sprint.com/easypay. Furthermore, on November 7, 2016, his account was suspended for nonpayment of the outstanding account balanceAlso, on December 1, 2016, Ms*** contacted our Customer Care Finance group due to receiving a collections letter from an outside collections agency and a request to cancel his accountDuring that call, we advised him that he would receive a call from our corporate office We spoke with Mr*** on December 27, 2016, to relay the above information to him. During that call, to resolve this matter, we offered to issue a one time courtesy adjustment of $to offset the partial monthly service services, late and reconnect fees and taxes reflected on his September to November, invoices. Additionally, per his request we cancelled his Samsung Tablet device and advised him that he is responsible to pay $for the monthly installment cancellation charge which is valid. Mr*** agreed and stated that he will make the payment in full by January 30, 2017. We advised him that after final payment is remitted to his account we will cease collection activity and in-turn the outside collection agency will update the credit bureaus as paid in full. Mr*** expressed his satisfaction with the resolution provided We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

#***
Revdex.com:
From: *** ***Date: Tue, Jan 26, at 1:PMSubject: My complaint (ID ***) against Sprint, filed 1/24/2016To: ***Thank you for your prompt attention to my consumer complaint regarding my
billing disagreement with SprintFortunately, the company was also responsive, and *** ***, of their Customer Advocacy Team, contacted me yesterday She said she was checking this out and would call me todayShe just called and explained again that the cost should have been $90.87/mo, and they don’t know how the error offering me $had happenedThough their legal team is trying to figure it out, she said they cannot honor that agreement foreverInstead, she offered to apply a monthly credit of $on my next four bills to offset the cost difference I was expectingWhile I am not thrilled with Sprint's not having to honor this offer, I understand that it probably was a computer error and accepted this offer in the interest of going forward. Ms. *** confirmed this agreement in a subsequent email, which I have attachedShe also made sure the $credit I was due for signing up on line was immediately applied to my accountUnder the circumstances, I’d like you to withdraw my complaint, though I’d also like to reserve the right to reactivate it if the agreement is not honored on its entirety.Sincerely,*** ***

October 3, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, Maggie *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above referenced inquiry of MsMaggie ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** stated in May 2017, she contacted our Customer Care group to add an additional subscription to her account and she was placed on two different plans, which caused her to be billed additional monthly recurring charges Further, she stated that although we identified the error we only offered to apply a $credit to offset a portion of the additional charges she incurred. As a result, she is requesting that we correct the service plan and credit any erroneous charges that were assessed to her account. In our effort to provide clear communication about our devices, features 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. During our conversation with Ms***, we advised her that our records reflect that she subscribed to our Unlimited Freedom plan for $for the first subscription, $for the second subscription and $each for lines 3-5, however, due to a clerical error she was placed on a different Unlimited Freedom plan promotion when she activated her new subscription in May 2017. We advised her that we have corrected her service plan and applied credits totaling $to offset he additional charges she incurred. Ms*** accepted the offer and is satisfied with the resolution. We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. We regret any inconvenience this matter may have caused. If I may be of further assistance with this matter, please contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com: I have accepted the and payments from SprintAs of this day those payments have not posted back to my accounts, but it is my belief that they are comingI am relieved that we were able to reach this resolutionHowever, it is still frustrating that as a consumer I had to reach this point to get said resolutionThank you to the folks at the Revdex.com and at Sprint executive services.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

April 12,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding
Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the recent interruption of his newly-activated Sprint services, stating that we informed him of possible fraudulent activity on his account but declined to restore his services after he provided the required validation documentationHe requested that we release the devices associated with his Sprint account so he can use them with another carrier or replace them with unlocked devices at our expense
We regret any misunderstanding that may have occurred related to the status of Mr***’s Sprint account and servicesDuring our March 31, 2017, conversation with Mr***, we advised that, based on the nature of his inquiry and current account status, we would need to forward his reported concerns to our Fraud department for further review and that we would follow up with him by April 5, Unfortunately, our attempt to contact him on that date, as scheduled, was unsuccessfulWe spoke briefly with Mr*** on April 11, 2017; however, the call was disconnected, and he has not responded to our voice mail messages inviting him to call us back
Although we were unable to follow up with Mr*** to provide the results of our review, we determined that the Social Security Number he provided when he established services with us on February 23, 2017, appears to be incorrectHowever, representatives of our Fraud department located a Sprint account that was previously established under Mr***’s name and his correct Social Security Number
As a result of the action noted above, we updated Mr***’s new Sprint account and removed the Fraud holdHowever, in order to restore his services with Sprint, he will need to satisfy the $1,past-due balance reflected on his previous account and allow us to perform a new credit evaluation with his correct Social Security NumberWe identified that a member of our Fraud department contacted Mr*** on April 3, 2017, and left a detailed voice mail message outlining that information
We believe that we have fully addressed Mr***’s reported concernsHowever, if he would like to discuss this issue in further detail, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
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

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account ***, *** *** Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***, on behalf of the account holder *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Ms*** indicated she established service and was eligible for the Referral Program award but has not received the promotion. She attempted to resolve the matter through our customer service department but is requesting we review the matter. The Sprint Referral Rewards Program encourages our current customers to refer new accounts to Sprint. Both the referrer and the new customer will receive a $gift card for each new line of service if the customer activates before January 15, 2017. Customers are required to register at www.sprint.com/referral. Also, during November through November 16, 2016, we were offering a double bonus for referrers We reviewed the account and confirmed she activated two new lines of service on November 19, 2016. Therefore, the referrer is eligible for the double bonus. We reviewed the referral status and it reflects one party did not register for the promotion correct. As a result, the referral offer was declined To resolve the matter, we offered a $credit to Ms***’s account and a $credit to the referrer’s account. Ms*** accepted the offer. We contacted the referrer, and he accepted the $account credit. Ms*** confirmed that the matter has been addressed and resolved We apologize for any inconvenience this matter may have caused Ms***. If Ms*** has any additional concerns regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sprint is full of itno one told me about contacting my mother was is the account holder I gave them the pin for the account also
Regards,
*** ***

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms*** *** filed on behalf of account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** states that when she upgraded two of her devices in December 2016, she believes she was to receive a monthly promotional credit of $13.59; per device; however, she has not received the credits. As a result, she is requesting Sprint review this matter During our discussion with Ms*** on April 2017, we confirmed that her wireless line ending *** did qualify for the promotion offer and credit totaling $awards to her account on the 17th of each month. Additionally, we confirmed that her wireless line ending *** did not qualify to receive the 50% off iPhone promotional discount offer. However, because of any possible misunderstanding regarding the offer, and in an effort to reach an amicable resolution in this matter, we applied a lump sum credit to her account equal to the promotional credits for the months of the device agreementThe lump sum credit will offset service charges. As a result, we advised Ms*** that in order to prevent the account from being reflected as past due, although the above-referenced account credit was applied, it is necessary for payment to be remitted each month toward the device installment billing charges. Ms*** stated that she understood and that the matter is resolved to her satisfaction. We regret any inconvenience that Mr& Ms*** experienced in this matter. If they need further assistance, 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, *** JExecutive Services Analyst

Re: Revdex.com Case # ***,*** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced complaint of *** *** submitted on May 26, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information received, Mr*** expressed his dissatisfaction with his inability in receiving loyalty service credit upon upgrading his deviceMr*** requested that Sprint review this matter and take the appropriate action Sprint has reviewed Mr***’s complaint. Our records indicate that Mr*** upgraded the device associated with phone number ending in *** on February 3, 2017, by purchasing a device via Sprint’s Installment program. In addition, Mr*** elected to update his price plan from the Everything Data Shared plan to our Unlimited Freedom plan w/$monthly discount per line/per month. Please note customers must remain on a legacy price plan to obtain a loyalty service credit associated with receiving a monthly discount towards the monthly installment billing charges. As a result, Mr*** did not receive his loyalty service credit. Our records further indicate that Mr*** returned his LG LSdevice on May 28, 2017, to the original point of sale, due to not receiving the loyalty service credits. At that time, the Installment Billing Agreement associated with phone number ending in *** was cancelled without penalty We spoke with Mr*** on May 30, 2017, and relayed the above information to him. During our call, we confirmed his device was returned to the local Sprint Retail Store location on May 28, 2017. Mr*** expressed his satisfaction with the resolution provided. We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-####, ext., *** Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

January 13, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she had an unfavorable customer experience during her attempts to address a delayed promotional fulfillment issue, advising that she was informed when she activated new Sprint services recently that she qualified for a $gift card due to her place of employment but that she has subsequently learned that we have no such promotion. Ms*** requested that we honor what she was promised. We regret any misunderstanding that may have occurred related to Ms***’s referenced $gift card promotion. However, although we confirmed that Sprint does not offer any promotion such as the one she described in her inquiry, we do have a contract buyout promotion that offers qualifying new Sprint customers prepaid gift cards contingent upon their meeting certain eligibility criteria. During our January 3, 2017, conversation with Ms***, we explained the information outlined above and the details of the contract buyout promotion. Regrettably, we confirmed that she did not qualify for the contract buyout offer; however, she reiterated that the promotion explained to her specifically offered a $reward card for porting her number to Sprint due to her employer. Based on that feedback and additional information provided by Ms***, we advised her that we would forward her report to the district manager of the location where she activated her Sprint services for additional review and assistance. We committed to follwith her within the next few days as new information became available. Based on the additional review completed by the referenced management team, we again confirmed that we do not offer any promotion such as Ms*** described. However, during our follconversation with Ms*** on January 13, 2017, we explained that, although we are unable to identify any specific error on the part of Sprint related to this issue, the management team noted above authorized a $credit to her Sprint account in lieu of the requested gift card. Ms*** again reiterated her dissatisfaction with the level of customer service provided by our representatives but accepted the $credit as satisfactory resolution. We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience Ms*** may have experienced as a result of these concerns. If we can be of further assistance with these issues, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

March 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she was offered a handset upgrade on her line of service ending in *** for no money downShe further stated that when she called our Telesales department, she was told that the down payment to place the new phone order would be $161, which she disputes. As a result, Ms*** is requesting to upgrade her handset at no charge We spoke with Ms*** on February 17, 2017, and advised that we would be willing to place an order for her under our Advanced Exchange Program so she would have a working device until she could get the down payment amount, and she declined that offerMs*** requested for our upper management to review the calls for possible miscommunication about the amount of the down paymentWe were able to review these calls and no quote of the amount of down payment was discussed with a sales associateBased on this information, we are not able to grant the change in the amount of her down payment at this time. We appreciate Ms*** for taking the time to provide us with the details of her experience with our Customer Care team and Telesales department. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext####. I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, Joel *** Executive Services Analyst

June 28, 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 submitted by Mr*** ***. We appreciate having the opportunity to address his account concerns In the information provided, Mr*** stated that a Sprint account was established with his personal information without his authorization in December but that he has been unable to speak directly with our Fraud department for assistance with that matter. He request that we create the Sprint account for which he applied but terminate the disputed account We regret any possible misunderstanding that may have occurred regarding the establishment of Mr***’s disputed account and any delay in addressing that concern. Our records reflect that representatives of our Fraud team investigated his issue and on June 12, 2017, confirmed that fraudulent activity occurred on the disputed account. As a result, the account was closed, and credits were applied to the account to offset all fraudulent charges incurred. As a result, that account is now in finalized status with a zero balance. While we appreciate Mr***’s interest in establishing Sprint services, in order to prevent the unauthorized activation of another account in his name, we added instructions to our database that will require individuals attempting activation using his personal information to visit a Sprint corporate store for identification verification. As a result, if Mr*** chooses to activate service with Sprint as indicated in his inquiry, he will be required to present valid picture identification, his Social Security card, and a current lease or utility bill in his name with his correct billing address in person before a Sprint account can be established During our June 28, conversation with Mr***, we explained the information outlined above. He acknowledged that he received a response from our Fraud team including the same information and indicated his satisfaction with our response We regret any inconvenience this matter may have caused. If we can be of further assistance with this concern, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean J Executive Services Analyst