Sprint Corporation

Name: *** *** ***Phone: ***9Email: ***@gmail.comSubject: General Question or CommentComments: Complaint ID *** This complaint was finally resolved through their Corporate officeI called them, the store did nothing to help! Thank You! I would
appreciate it if the complaint remains posted please

April 4, 2017 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 complaint filed by Ms*** *** ***. We appreciate the opportunity to address her account concerns According to the information provided, Ms*** states that she switched to Sprint from another carrier; however, she was not satisfied with Sprint’s service and canceled. She also states that she believes she was not properly informed of Sprint’s device return policy for customers that cancel service within Sprint’s 30-day Satisfaction Guarantee time frame. As a result, she is disputing the lease cancellation and accelerated charges billed to her accountShe is also requesting that Sprint return the device she traded in at the point of sale Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our productsIf a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within days of activation (day of the days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned). We confirmed that Ms*** activated service for wireless lines ending *** and *** on July 27, 2016. Our records reflect the she ported her wireless line ending *** and *** to another service provider on August 27, 2016. We spoke with Ms*** on April 4, 2017. We confirmed with her that on March 14, 2017, we applied credits totaling $to her account to offset the disputed charges incurred. As a result, her account xxxxx*** has been finalized with a zero balance. We have also contacted the outside collection agency assigned to the account and advised them to cease all further collection efforts and to delete any negative entry with the credit bureaus. Please allow days for completion of this process According to the Terms and Conditions of our Contract Buyout promotion, once devices are turned in to Sprint, the devices are not able to be returnedMs*** stated that she understood and that the matter is resolved to her satisfaction. We regret any inconvenience that this matter may have caused Ms***If I can be of further assistance regarding this matter; she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean *** Executive Services Analyst

July 7,
Hunter ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Jennifer ***
Account XXXXX
Case ***
Dear Mr***:
Thank you for forwarding the above-referenced inquiry to our officeWe appreciate your
assistance in bringing our customers’ concerns to our attention
According to the information received in her inquiry, Ms*** is not satisfied with the coverage at her homeShe is requesting to return the devices and cancel service without being assessed fees
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return a device to the point of sale within that time period for a full refund (day of the days start when the device is activated)
Our records reflect that the account was established on November 23, 2014, at an authorized Sprint retail location, which is well past the day return periodAdditionally, we were unable to confirm any network impairment in her area that would prevent her from receiving service at her homeHowever, as a gesture of goodwill, we agreed to allow Ms*** to return her devices and we will credit the fees associated with canceling her installment billing agreementsShe stated that she is satisfied with this resolutionWe sent prepaid return kits to her on July 6, 2015, to facilitate the return of her devices and Ms*** ported her numbers to another wireless carrier
We regret any inconvenience that this matter may have causedIf we can be of further assistance, you can contact the Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time
Sincerely,
Ann H
Ann H
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***

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

[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:I have attempted to settle this account with Sprint but they refuse to accept paymentSprint and their collection agency both have placed this account on my credit report.I asked Sprint to remove the account from my credit report because the ERC collection agency has placed it on my credit report alsoIt's not fair to have different negative reports for account
Regards,
William V**

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

[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
However, I do want to emphasize on the fact that I was misled by the sales representative that helped me that dayThis was not a misunderstanding..this is what was advised to meI was never advised I would have to get two phones to get this promotion and it should have never taken this long period of time to resolve this issueI'm satisfied with the end result and I want to thank *** for her efforts to resolve this matter
Regards,
*** ***

I do not accept the response. Let's be clear. John asked me to do the legwork for him which I refused to do. I had spoken to him a month ago and he simply wanted the transcripts I had. now he wats me to send him my reciepts. I have the reciept. I have the transcripts from the rep chats( yesthat is multiple ones)...and I spoke to someone who works with sprint who has supplied me with internal transcripts that care, executive care and the stores can read ( which shows multiple reps stating that they saw the payment). so, noi wont do the owrk for hm. I have handed the info over t an attorney as well as an excutive director that works for fox news that I know and they will be handeling the theft that occured. I will not supply john with the info because this will now become a legal issue
Complaint: ***
I am rejecting this response because:
Regards,
Andrew L***

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

April 18, 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 rebuttal of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms*** to contact your office once again. In the additional information provided, Ms*** stated her issue has not been resolved, and that she sent an email requesting that we cancel one of her linesShe is requesting that we contact her and resolve her issue Ms*** requested that we communicate with her by e-mail onlyShe requested that we cancel one of her lines ###-###-####We explained that because the line is associated with leased device, it will incur a charge of $105, and we offered to cancel the line and adjust the charge once the device is received back at our warehouseMs*** accepted the offer, and thanked us for our helpAs requested, the line was cancelled effective April 13, We sent an email to Ms*** informing her the line is cancelled and to reset the iPhone SE, so we can send her the return package to facilitate the return We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with this issue, or if Ms*** has additional questions regarding this matter, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday Tuesday Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention, and regret the circumstances that led to Mr***’s contacting your agency once again In his follow up filing, Mr*** expressed dissatisfaction with our findings, stating that our information was incorrect and that he activated services in under a lease agreement. Further, he stated that we offered him a Samsung Sdevice in which we would waive the activation fee, down-payment and shipping fee. He also alleges that we offered a $instant savings on the device purchase and a $service credit that would reduce his lease billing to $monthly. Mr*** requested to have this matter thoroughly reviewed We regret any confusion that may have occurred related to Mr***’s device upgrade offer. Our account records reflect that Mr*** activated services with Sprint on December 12, 2015, and purchased a LG Gdevice under our lease program. Our records further indicate that Mr*** contacted customer service on March 9, 2017, to report problems with his LG device and recent store visit. Mr*** was upgrade eligibleTherefore, he purchased and activated a Samsung Galaxy SEdge Plus device on March 10, 2016, at the two-year discounted price, contingent upon a new two-year Service Agreement. As previously referenced in our June 19, 2017, response, we prematurely satisfied the terms of the two-year agreement on May 29, At that time, we extended Mr*** the opportunity to upgrade to the Samsung Galaxy Sor S8+ via lease agreement and save $off the cost of the device, which is a one-time credit that will be applied to his account within 1-bill cycles. Mr***’s signed the lease agreement, ***, dated June 5, 2017, which reflects a monthly charge of $38.53. This is the $monthly lease amount and the applicable taxes and surcharges. We waived the shipping and activation fee associated with the device purchase During our conversation Mr*** on June 21, 2017, we advised him that his account offers reflect a $discount off the purchase of the Samsung Sdevice and a $credit after the upgrade was completeBoth credits are to be applied within 1-billing cycles after completion. Respectfully, we explained to Mr*** that his existing line is not eligible for the 44% off a Samsung S8+ leased device offer with $monthly payments for months, which is only valid with new line activations as advertised online at www.sprint.com. Regrettably, Mr*** expressed no desire to continue his conversation with our office and requested that we cease all further contact with him at this time. We regret any inconvenience these matters may have caused. If we can be of further assistance related to this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, *** *** Executive Services Analyst

June 30,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** L***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr
*** L***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** disputed the length of time taken to unlock his Sprint-branded device, stating that he remitted funds to pay off the his account and device in full in December 2016, but Sprint has not unlocked his device
We regret any misunderstanding that may have occurred related to our ability to unlock Mr***’s referenced Sprint-branded device“Unlocking” is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing a 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 a device to accept another carrier’s SIM card (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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; and
• The device has been active on a Sprint account, either currently or previously, for at least days
Our records reflect Mr***’ referenced device was previously associated with a two-year term agreement and was satisfied on September 16, We identified that the Sprint-branded device, a Samsung Galaxy SSport, is eligible for MSL unlocking
During our June 21, 2017, conversation with MsElena Valencia ***, an authorized contact to discuss Mr***’s account, we explained the information outlined above and offered to provide her with the MSL code, but Ms*** advised us that she had already received the referenced code from our Customer Care representatives and that the new service provider of choice could not use it to unlock Mr***’s deviceRegrettably, based on the device unlocking guidelines above, we do not have any additional steps we can take regarding this matterWhile it is our goal to amicably resolve all matters brought to our attention, we regret that we were unable to do so in this situationHowever, we are confident that we have fully addressed Mr***’s reported concerns
We regret any inconvenience this matter may have caused Mr***, but we trust that
his device concern has been addressed to the best of our abilityIf we can be of further assistance regarding this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:In the information provided, MrB*** stated his dissatisfaction with Sprint’s response to his previous inquiry. MrB*** stated that he was unable to upgrade his device via our Sprint website. He stated that if he takes advantage of the upgrade in store he is required to pay a $upgrade fee. He requested that he receive an Apple iPhone Plus device at no cost to him due to his issues experienced, and that his online ordering issue be resolved_ She has also failed to mention that I am unable still to order a device online, and the account has not been fixed, and the error message of "We're sorry, we are unable to upgrade your device online." is still prominently displayed whenever I do tryI believe this may be happening to more customers than just I, and they (as well) are being cheated from thisShe has also failed to mention that this has been a problem for months, and there has been no sign of actual fixes or remediation. For these reasons I requested the new phone because I was still trying to upgrade.During our discussion with MrB*** on December 29, 2017, we advised that we escalated his network ticket and we would follwith him. On January 2, 2018, we attempted to contact MrB*** to advise that the issue was still being investigated by our network team and that we would provide an update once issue is resolved. (it is 1-8-and I have yet to retrieve any resolution, and the account still does not work correctly.)Previously, MrB*** informed us that he had already upgraded his device at his local store (this was the original device, but not the one that was in question) ; however, he reiterated his dissatisfaction with his customer service experience and his inability to upgrade online. Although we were unable to identify a Sprint-related issue, (their account still does not let me order a phone, and I've sent screen shots of this Sprint related issue that she keeps trying to say is not a sprint related issue.) we previously offered a one-time $account credit as a gesture of goodwill. MrB*** accepted our offer and handling of the matter. We respectfully declined his request to provide an Apple iPhone Plus device at no cost. I am not sure of what exactly was credited to the account, the fact remains is that I am still unable to upgrade, the issue is a sprint issue, there has been no good will other than sprint trying to cheat peopleand that a service credit is not fixing the problem. I believe my remediation demand was not unreasonable, and well within Sprints capability. Regards,Ivan B***

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

June 20, 2017 Revdex.comWard ParkwayKansas City, MO 64114 Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of
the above-referenced rebuttal complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that in May 2017, she changed her monthly service plan and incurred prorated charges in additional being charged a month in advance. According to her inquiry, Ms*** believes she has never been charged a month in advance. She has requested that we waive the extra charges. We regret any miscommunication that may have occurred regarding our billing practices. As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance. Furthermore, if a monthly service plan is updated after the start of the current billing cycle, prorated charges and credits will be reflected on the subsequent invoice from the date of the change through the end of the billing cycle. Also reflected on the subsequent invoice will be the monthly recurring service charge for the new service plan. Our records reflect that Ms***’ monthly service plan was changed at her request on May 11, 2017, which was days into her current billing cycle, which began on April 28, 2017. Therefore, a prorated credit was applied to her account to offset the unused portion of her previous service plan, and a prorated charge was assessed to her account for her new service plan, in addition to her monthly service charge for her new plan billed in advance for the billing cycle that began on May 28, 2017. While we have confirmed that there are no billing errors and the prorated charges are valid, we have applied courtesy credits to bring closure to this matter. As a result, MsAdam’s account balance is zero We regret any frustration this matter may have caused. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time. Sincerely, Terrence M.Executive Services Analyst

July 5, 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***-*** described an unfavorable customer experience during his recent equipment upgrade interaction at one of our retail locations, stating that he was misinformed about the finance options we provide and was accepted a device lease that he did not wantHe requested that we update his equipment finance agreement from an 18-month lease to a 24-month installment billing agreement, as he initially wanted We regret any possible misunderstanding that may have occurred related to Mr***-***’s device upgrade options, as well as any difficulty he may have experienced during his attempts to address that matter. We are pleased to confirm that Sprint offers a variety of lease and installment billing purchase agreements for our customers and that Mr***-*** returned his referenced device to the point of sale within our Satisfaction Guarantee period where his device financing was updated to the desired installment billing agreement, as requested While we believe that Mr***-***’s equipment issue has been fully addressed, our attempts to contact him via telephone and e-mail on June and 30, 2017, to discuss his dispute in detail and confirm his satisfaction were unsuccessful. We also sent a letter to him on July 5, 2017, acknowledging our receipt of his inquiry and inviting him to contact us for assistanceTo date, we have not received any response from him Mr***-*** provided feedback regarding his recent interactions with our Customer Service representatives. We appreciate him taking the time to provide us with the details of his experience. 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 processes We regret any inconvenience these matters may have caused Mr***-***. If we can be of further assistance with these concerns, he 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 TimeSincerely, John CExecutive Services Analyst

June 6, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** L*** Case *** Dear Mr
***: On May 18, 2017, Sprint received an inquiry submitted by your office on behalf of *** L***. According to the information provided, Ms*** accepted an offer for free Samsung Jdevices; however, she is being billed for the devices. Ms*** also expressed her dissatisfaction with the network coverage in her area. We appreciate your assistance in bringing Ms***’s concerns to our attention Starting in February and for a limited time, new customers and existing customers with an eligible upgrade who obtain any smartphone with an installment or lease agreement, can get up to Samsung Jdevices with a 24-month installment agreement when adding new lines of service for each Samsung J3. A $credit will be applied monthly to offset the associated installment charge for the Samsung J We regret that Ms***’s experience with service in her local calling area has fallen short of her expectations. We are constantly monitoring 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. In an effort to address Ms***’s concerns, we reviewed the level of service for her phone lines, and reviewed the network coverage in her area. Our records indicate that Ms***’s home is located in a Sprint “Best Coverage” area. We also determined that our network serving the area near Ms***’s address is currently operating within parameters. However, she is located on the fringe of our network. Therefore, Ms*** may experience coverage issues at this location, especially during peak usage times We contacted Ms*** on June 6, 2017, to discuss her concerns in detail and confirmed that the monthly credits for the Samsung Jdevices on the telephone lines ending in *** and *** began awarding on March 16, 2017. Although the purchase of Ms***’s devices has exceeded the Sprint Satisfaction Guarantee timeframe, we agreed to allow her to cancel her services and send her return kits to facilitate the return of her devices as a courtesy. Once we receive the returned devices, we will apply credit to her account for any cancellation or equipment charges associated with her devices If additional assistance is required, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive 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

AGAIN, I need your HELP. I was not able to pay for the discontinued contacts I had with ***. I would have NEVER, never switched to SPRINT had they not promised a buy out + an additional 200$ thank you gift card for DUMPING ***. What really irritates me is that I conferenced called *** with SPRINT and we did the "buy out" the same day I signed up with SPRINT. SPRINT never sent *** or myself the $per line buy out (lines), and as per SPRINT I didn't qualify for DUMPING *** gift card. I was congratulated and told gift cards were in the mailAlso, they shut my sisters phone off again--it doesn't get 100% reception anyway, but she was recently diagnosed cancer and she needs the phone so the doctor can communicate with her.WHAT A HUGE MISTAKE I made by leaving ***. Im sorry to have to file ANOTHER complaint-- but I only get the run around when I contact SPRINT.Thank you very much--*** ***