Sprint Corporation

[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 13, 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 inquiry filed with your office by Ms*** ***, filed on behalf of the account holder, Mr*** ***. We appreciate the opportunity to address their concerns. Based on the information provided in the inquiry, Ms*** states that on March 30, 2017, her phone stopped working and she was referred to a service and repair center; however, they were unable to repair her phone. Ms*** also states that she called the manufacturer and customer service for assistance, and a replacement phone was ordered. She further advises that a SIM card was ordered instead of a replacement phone. Therefore, Ms*** is requesting a replacement phone and an account credit 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 Ms*** subscribes to our TEP option on phone ***. If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. She will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim. A deductible of $to $250, depending on the device model, is required at claim approval. Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep. On March 31, 2017, one of our representatives from the Sprint service and repair center referred Ms*** to Asurion to file a claim because her phone had physical damage. Ms*** advises that it was a minor crack and did not agree with this process. In an effort to address this matter amicably, and to bring closure to this matter, we confirmed that a replacement phone was sent to her at no charge and was activated on April 6, We appreciate having had the opportunity to assist in resolving Ms***’ account concerns. We value her as a customer and look forward to a long and positive business relationship with her. In appreciation for continued patronage, we applied a $account credit. We appreciate the ***’ business and regret any inconvenience that these matters may have caused them. If they need further assistance, they can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** Sprint Account xxxxx*** To Whom It May Concern: The above-referenced
inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms*** stated that she is dissatisfied with the billing and device lease agreement on her account. She indicated that she wants the billing reviewed and that the leased device to no longer be charged to the account, as she has completed the lease term and is currently paying for the device month to month. In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website 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. 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 During our conversation with Ms*** on May 25, 2017, we confirmed that our records reflect that she entered into a Sprint Lease agreement and that she confirmed by a signature on file. Further, the lease device purchase information charge is also present on the Customer Summary which was signed and was provided as part of the sales transaction. As a result, we maintain that the device lease agreement and purchase option are valid chargesMs*** confirmed that she understood the information provided to her Sprint has reviewed Ms***’ account and notes that we are unable to substantiate any billing errorsThe plan and equipment are billing accurately based on the selections made by Ms*** at the point of sale. However, as a gesture of goodwill, we applied a one-time $credit to her account to offset a portion of her billShe accepted this resolution to her inquiry We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 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 inquiry of Mr*** *** filed on behalf of account holder Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he canceled his mother’s line by switching it to a new carrier and has been awaiting a final bill from Sprint. Mr*** advised that he finally received the April invoice; however, he is requesting that any bills that generated after April also be mailed to him. In addition, he is requesting that any bill reprint charges be waived along with any late charges We regret the circumstances that prompted Mr***’s complaintWe spoke with Mr*** on May 30, 2017, and advised that we have mailed him a copy of the May invoice and waived the associated late charge. In addition, the June invoice has since generated and we have also mailed a copy of this invoice and waived the $late fee assessed. At this time, Ms***’s final account balance is $ If Mr*** has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Tuesday through Saturday from 7:a.mto 3:p.m., Central Time Sincerely, Cher *** Executive Services Associate Analyst

February 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** stated that he cancelled his account and returned all Sprint’s equipment to our store within our 30-day Satisfaction Guarantee periodHe further advised that he received collection notices for a balance resulting from equipment that he returned. As a result, Mr*** is requesting to have the charges for the equipment credited to the account as he has already returned the equipment to the store and for us to cease collections We spoke with Mr*** on February 2, 2017, and advised that we have applied credits totaling $1,to his account to offset the equipment charges. With this credit, his account is closed and reflects a zero balance In addition, we have contacted the third-party collections agency, and requested that further collection efforts on this account be discontinued. Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue. Please allow up to days for completion of this process We appreciate Mr*** for taking the time to provide us with the details of his experience with our Customer Care team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance, 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 Standard Time Sincerely, Joel *** Executive Services Analyst

April 19, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** described his unfavorable customer experiences during his attempts to return his leased device to us, advising that we provided inconsistent information about how to take that action and that, although he sent the equipment to us in the prepaid kit we shipped to him, the device was returned to him and we have billed $in equipment charges to his Sprint account. Mr*** disputed that charge because he attempted to return his device following our guidelines, and he requested that we credit the charge. We regret the circumstances that led to the termination of Mr***’s Sprint services, as well as any difficulty he may have experienced with the return of his leased device. Our records reflect that his services were canceled on March 9, 2017. As a result of that action occurring prior to the satisfaction of his accepted equipment lease or our receiving his leased device into our possession, we billed a $Device Purchase Option charge and a $lease cancellation charge to his Sprint account, pursuant to the terms of his lease agreement. Our records further reflect that Mr***’s returned device was received in our warehouse on March 31, 2017, and that a credit of $was applied to his account to offset the disputed Device Purchase Option charge in full on that dateMr***’s $payment posted to his account on April 3, 2017, to satisfy the remaining balance due reflected on his March invoice. His April invoice reflects a $late payment fee because we did not receive that payment by the April 1, 2017, due date; however, we applied credit to his account on April 14, 2017, to offset that fee in full. During our April 3, 2017, discussion with ***, we provided the information outlined above. He stated that he received an e-mail indicating that he still has an unpaid balance of $179. We assured him that the message must have generated prior to our actions and that his account is in closed status with a zero balance. We appreciate Mr***’s taking time to provide details of his experiences 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 these issues may have caused Mr***, as well as the loss of his business. If we can be of further assistance with these matters, Mr*** can contact me directly 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

June 3, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Boost Mobile product In her complaint, Ms*** expressed her concerns with the customer service that she received
from one of our Boost Mobile authorized third-party store representatives regarding her equipment purchase. She indicated that she was sold a device for more than the advertised price As such, she is asking for a refund. During our conversation with Ms*** on May 20, 2016, we informed her that, because she purchased the device at a third-party retail store, she is subject to the third-party retail store’s return policy. We reached out to the Indirect District Manager of the third-party store and brought this matter to their attention, and they agreed to credit her account the difference We are pleased to inform you that Ms*** accepted the resolution and considers this matter resolved. On behalf of Sprint, I apologize for any inconvenience Ms*** experienced regarding this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time. Sincerely, ** *** *Executive Services Analyst

November 11, 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 supplemental inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with our previous response to her inquiry, citing that she was offered promotions by several employees that aren’t being honored. Ms*** stated she feels she is locked into an agreement because of the cost of canceling her service 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 have been forwarded to the appropriate managerial teams for further review As previously stated, we regret any possible misunderstanding that may have occurred related to the referenced promotional offers and Ms***’ account billing. Our Marketing department works diligently to ensure that our website and marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products, including promotional offers. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide We contacted Ms*** on November 10, and advised that although we find no Sprint error and are unable to substantiate her claims of the referenced promised promotion, and in an effort to resolve this issue amicably, we applied a credit of $to Ms***’ Sprint account to offset the loyalty credit of $per line for the term of her lease. Ms*** was pleased with the resolution and will contact us directly if she has additional concerns We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance related to these concerns, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

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’ concern to our attention. In the information provided, Mr*** disputed the final balance due reflected on his closed Sprint account, as well as subsequent collection activity associated with that amount, citing that he remitted payments to satisfy the balance due when he ported his mobile numbers from Sprint to another service providerBecause Mr*** received no additional invoices from us reflecting any additional outstanding balance until his Sprint account was referred to an outside collection agency, he requested that we remove all negative credit reporting associated with his Sprint account and provide details of the final charges assessed to his account We regret any misunderstanding that may have occurred regarding Mr***’s final account balance and subsequent collections activity. Our records reflect that he ported one of his lines of service to another provider in May and his remaining two lines of service in July However, Mr*** accepted Sprint service agreements for those lines of service on October 11, 2013, February 13, 2014, and August 19, 2014, respectively, consenting to retain his Sprint services for two years from those dates in exchange for our providing him with a discount and/or rebate off of the cost of his new devices purchases. Therefore, because Mr*** canceled his services as noted above, prior to the fulfillment of the agreed-upon terms, we assessed Early Termination Fees totaling $plus tax to his account. Those charges and his account balance due were included on invoices sent to Mr***’s via electronic billing, but we received no payment for those amounts. As such, information related to his unpaid account balance was sent to an outside agency for collection on October, 2015. During our conversation with Mr*** on August 12, 2016, we explained the information noted above. We also confirmed that Mr***’s invoice dated August 12, 2015, reflects the referenced charges, as well as unpaid charges for services used prior to his service cancellation, for a total unpaid account balance of $288.29. However, although we were unable to identify a Sprint error related to his disputed billing, we offered to apply one-time service credits totaling $to his account to offset a portion of his monthly recurring service charges. Mr*** accepted our offer, and we applied the credit as agreed. He then remitted a payment of $to satisfy the remaining past-due account balance, leaving his account in closed status with a zero balance. As a result, we contacted the third-party collections agency assigned to this matter and requested that further collection efforts on his account be discontinued. Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue. Mr*** should please allow up to days for completion of this process We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize his input to improve our training and processesWe regret any inconvenience these matters may have caused, as well as the circumstances that led to his decision to terminate his services with us. If Mr*** requires additional assistance with these matters, he can contact 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, *** KExecutive Services Analyst

January 11,
*** ***
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 in the complaint, Mr*** stated that he was misinformed regarding the coverage provided by Total Equipment Protection (TEP)Further, he stated that he recently cracked the screen on his device and was advised that he could visit one of our authorized repair centers and we would repair his device at no costMr*** stated that the technician at our authorized repair center advised him that he would have to file a claim with Asurion, the provider of TEP and pay a deductibleAs a result, Mr*** is requesting that we repair his device at no cost to him
All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyFurther information regarding TEP can be viewed at www.sprint.com/tep
During our conversation, we apologized for any inconvenience Mr*** may have experienced as a result of this issueWe advised him that our Total Equipment Protection (TEP) program is administered through Asurion, a third-party, and that any time there is physical damage to the device the customer is required to file a claim and pay a non-refundable deductible of $up to $200, which is determined by the device model
We regret any misunderstanding that may have occurredIf we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time
Sincerely,
Tobias T
Executive Services Analyst

We appreciate your assistance in bringing our customers’ concern to our attention
In her inquiry, Ms*** expressed her dissatisfaction that the charges reflected on her invoices have been higher than the amount quoted to her at the point of saleShe also expressed her dissatisfied that
she has had difficulty using data roaming since her device was upgraded
We are pleased to advise you that we spoke with Ms***, and resolved her concernsWe confirmed that Ms*** is receiving the $Sprint Loyalty promotional credit on the 9th day of each month; however, her pay dates have fluctuatedTherefore, we confirmed that she will receive the benefit of one credit during each billing cycle, if her charges are paid by the due date each month
We verified that Ms***’s service plan includes off-network data roaming at no additional cost; however, in accordance with Sprint’s Terms and Conditions of Services, off-network usage is limitedSprint reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if off-network usage in a month exceeds: (1) voice: minor a majority of minutes; or (2) data: or megabytes or (based on plan terms) a majority of kilobytesWe confirmed that Ms***’s off-network data roaming usage is limited to megabytes per billing cycle, at which time off-network data roaming suspension occursHowever, she should not have any trouble using the service prior to exceeding the limitTherefore, we advised her to contact us directly for further troubleshooting if the issue recursIf the service is suspended for exceeding the limit, usage resets on the first day of the next bill cycleMs*** stated she is satisfied with this resolution
We regret any inconvenience that these matters may have causedIf Ms*** has any questions regarding these matters, I can be reached toll-free by calling ###-###-####I am available Monday through Friday, between 10:a.mand p.m., Central Time
Sincerely,
*** *
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]
Please be advised I in no way accept this responseSprint has given no good faith effort to handle this situation prior to terminating service or afterNo options were EVER presentedThis is unacceptable behavior and poor customer service by both Sprint representatives and their executives handling the claimIf they choose to take no action, I will post the entire complaint and responses everywhere public that I canI will do this to not be spiteful, but to ensure that their advertising, and poor service is known to all my family, friends, acquaintances, and coworkersI will expect that all of this information will be available for others to read prior to selecting a new wireless carrierThe truth is that the Sprint representatives may state that they get "good" coverages, but if the phone doesn't get calls, voicemails, text or GPS services, THAT IS NOT GOOD SERVICE for a wireless carrier.
Complaint: ***
I am rejecting this response because:
Regards,
Jennifer W***

Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on May 17, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received from Mr***, he states that he has had an unfavorable customer experience while attempting to retrieve his March statement after switching his services to another carrierHe states that he made multiple contacts to Sprint and was able to finally retrieve it; however, the balance had been forwarded to collectionsHe further states that at the time he learned his account was in collections he made a payment in the amount of $and wanted to set up an arrangement for the remainderMr*** is requesting that the remaining balance in the amount of $be waived as an apology. We spoke with Mr*** on May 30, 2017, regarding his concernsWe explained that his March statement would have been mailed to the address on fileWe further advised that we are unable to determine that the disputed charges incurred were the result of any error on the part of Sprint. Therefore, Mr*** is responsible for the remaining balance in the amount of $associated with account XXXXX***As a courtesy, a 30-day collection hold has been placed on account XXXXX*** to allow Mr*** an opportunity to pay the balanceMr*** expressed satisfaction with the actions taken.We appreciate Mr*** for taking the time to provide us with details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes.We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToya ***Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** ***, Rebuttal Boost Mobile Inquiry Sprint Case *** To Whom It May Concern: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms*** *** regarding Boost Mobile and Virgin Mobile USA (VMU) products. We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led to Ms*** contacting your office once again. In her rebuttal, Ms*** stated she is actively using Boost Mobile services under a new telephone number and expressed her dissatisfaction that a supervisor was unavailable to speak with her. Ms*** requested a free month of service, a $credit to offset the cost of the device she purchased and an apology. During our discussion via e-mail with Ms*** on February 15, 2018, we advised that we regret any frustration she experienced as a result of this concern. We offered to migrate her original telephone number ending in *** to her active Boost Mobile account if she wants to retain it. We have also applied a $credit towards her account to offset one month of service charges to bring resolution to the complaint brought forth. Although Ms*** may not agree with the resolution provided, we consider this matter resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, La Taushia LExecutive Services Analyst

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Cases *** To Whom
It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms*** advises that she ported her phone number to another carrier; however, a tablet line remained active on her account. She also advises that she spoke with several representatives in an attempt to cancel the tablet, and she was advised that her account would be assessed a reconnection fee on the August invoice. Therefore, Ms*** is requesting that we cancel the tablet and credit the reconnection fee We attempted to reach Ms*** via e-mail and telephone on August 1, 4, and 8, 2017. We also mailed a letter to the address on file on August 10, 2017, requesting that she contact us regarding this inquiry. Unfortunately, we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify or authenticate that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and a security question and that the PIN or security question 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. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can advise her on the actions that we took to resolve her concerns. After a preliminary review, we confirmed that the aforementioned tablet line is now canceled. We also confirmed that Ms***’s account will not be assessed a reconnect fee. We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance with this matter, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

June 2, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** ***, submitted on May 13, 2017. We appreciate your assistance in bringing our customers’ concerns to our ***ention. According to Mr***’s complaint, he states that he received accessories from his local store that were offered for freeHowever, he states that he was later advised that the accessories were free based on buyback credit that was received for equipment turned in per the Contract Buyout (CBO) promotionMr*** is requesting that he receive the $credit that was deducted for the accessories We spoke with Mr*** on May 22, 2017, regarding his concernsOur office partnered with store management to further investigate his concernsAs a means to an amicable resolution and to bring closure to this concern, Mr*** was able to return the accessories to the store for a full refundMr*** expressed satisfaction with the action taken. We regret any frustration this m***er may have caused. If I may be of further assistance regarding this m***er, 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

July 13, 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 return value of his Samsung Galaxy Sdevice. Mr*** stated that in January 2017, upon purchase of the device, he was advised that he would receive the best return value if the device was returned prior to the expiration of the month Installment Billing agreement. Mr*** does not believe he has received the best return value. Mr*** is requesting that Sprint review this matter We spoke with Mr*** on July 10, 2017. Mr*** explained that a scratch on the screen of the device decreased the return value by $100, leaving him with a return value of $95. We explained to Mr*** that the return value for used devices is a portion of the device cost. The final value is based on the date of return, device received and the condition of the device. Although we maintain that no credit is due, in an effort to mutually resolve this matter, Sprint applied a total courtesy credit of $to Mr***’s account. Mr*** confirmed his issue is resolved 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

May 25,
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 Mr***
***, stated that their service plan was changed from a shared 12GB to a
40GB plan on February 27, 2017, without their authorization. She stated that this caused the account to be assessed additional charges. She stated that their monthly recurring
charges are approximately $and the month after the plan change, it was
$398. She stated that she was advised
that a credit adjustment would be made and it was not. She stated she has made multiple calls to our
Customer Care department and has been unsuccessful in getting assistance with
this matter. In addition, she stated
that she is attempting to get her iPhone device unlocked and has been
unsuccessful. 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.
Unlocking a
device is a general term that refers to one or more types of device unlocking
MSL unlocking refers to providing an MSL code in order to disable software that
sets device parameters and prevents the device from activation on a different
networkUnlocking also refers to enabling the SIM slot of the device to allow
another carrier’s SIM card to be inserted (either domestically or
internationally)Unlocking a device will not necessarily make a device
interoperable with another carrier’s network.
In other words, a device designed for one network is not made
technologically compatible with another network merely by unlocking it.
Additionally, unlocking a device may enable some functionality of the device
but not all (e.g., an unlocked device may support voice services but not data
services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock
Sprint will unlock a device under the
following circumstances:
Any associated Service Agreement,
Installment Billing Agreement, or Lease Agreement has been fulfilled including
payment in full of any applicable early termination fees or
end-of-lease/installment billing purchase options. The associated account is in good
standing. The device has not been reported as
lost or stolen, associated with fraudulent activity, or otherwise flagged as
ineligible to be unlocked. The
device has been active on the Sprint Network, currently or in the past, for a
minimum of days
Our records
reflect that Ms***’s service plan was changed back to the 12GB shared
plan on March 9, 2017, which was the service plan on her account
previously.
We spoke to
Ms*** on May 17, 2017, and provided her with the above-referenced
information. In an effort to reach an
amicable resolution, we offered and Ms*** accepted an account credit in
the amount of $for the charges assessed to her account because of the
plan change which are reflected on her March invoice. Ms*** requested that the device
associated with the number ending in *** be unlocked. We determined that this device met the
above-referenced requirements for unlocking and was successfully unlocked on
May 19, 2017.
We appreciate Ms*** taking
the time to provide us with the 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 her feedback
and have forwarded it to the appropriate management for review and will utilize
her input to improve our training and processes.
We
regret any inconvenience these matters may have caused Ms***. If we can be of further assistance, we can be
reached at the Executive & Regulatory Services department toll-fee at
###-###-####. I am
available Monday through Friday, between 9:a.mand 5:p.mCentral
Time.
Sincerely,
Sharon
R
Executive
Services Analyst

Tell us why hereApril 13, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** disputed our running a hard credit inquiry during his recent attempt to activate new services with us, advising that he terminated that attempt due to receiving misinformation related to our services and costs. He requested that we remove the credit inquiry. We regret the circumstances that led to Mr***’s decision not to pursue activation of services with us. During our conversation with him on April 4, 2017, we advised that the disputed credit review was valid but that, based on information he provided related to his interactions with our representatives, we would submit a request to have the credit inquiry removed from the credit bureaus. We also informed him that we would follow up with him within the next few days. We contacted Mr*** again on April 10, 2017, and advised him that his request was approved but that it can take up to days to remove the credit inquiry from the credit bureaus. Mr*** indicated his understanding of that information and his satisfaction with our resolution. We appreciate Mr***’s taking time to provide details of his experiences 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 these issues may have caused Mr***. If we can be of further assistance with his reported concerns, Mr*** can contact me directly 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

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID Sprint Account XXXXX8476, *** *** Sprint
Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on May 3, 2016. We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Mr***’s complaint, he did not receive Samsung earbud headphones that were an included accessory with purchase of his Samsung deviceMr*** reports that he was unable to reach a satisfactory resolution when he addressed the issue via Customer CareMr*** reports that due to the inconvenience this matter has caused, he is requesting an upgrade to the newest Samsung model deviceWe spoke with Mr*** on May 11, 2016, regarding his disputeWe explained that the missing accessory does not seem to be a Sprint issue as the packaging of the device is completed by Samsung. However, as a means to provide an amicable resolution and to bring closure to this concern, we offered a $account credit to offset the purchase price of brand new Samsung earbud headphonesMr*** accepted the offer extended by our office, and expressed satisfaction with the actions takenWe regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, *** *** Executive Services Analyst