Sprint Corporation

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12162836, *** *** Sprint account xxxxx Sprint Case To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** stated that one of her lines of service was ported out to another provider without her consent, which caused her to incur cancellation charges. Additionally, she states that her account has been canceled and reflects a balance over $2,that could not be explained by customer serviceWe spoke with Ms*** on May 31, 2017, and addressed her account and billing inquiry. We determined that her account balance included several months of past due service charges, along with equipment agreement cancellation charges and late fees, totaling $2,143.83. In an effort to reach an amicable resolution, we agreed to credit $in lease cancellation charges and late fees occurred from October through January 2017. Ms*** remitted a payment in full for the remaining balance of $1,625.60. Finally, we offered to facilitate Ms*** return to Sprint once she is prepared to complete the application process. With these actions, Ms*** confirmed her complaint has been 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, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext6192. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to our Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attentionIn the information provided, Mr*** expressed his
dissatisfaction with the level of customer service he received from our representatives during his attempts to have his Samsung SMini device repaired or replaced, pursuant to the terms of his service/repair option for which he pays each monthHe request that we replace the battery or his device as stipulated in his service/repair option or that we remove that option from his account and provide a refund of the monthly payments he has remitted for it
We appreciate Mr*** for taking the time to provide us with the details of his experience with our retail store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value your feedback and will utilize your input to improve our training and processes
We regret any difficulty Mr*** may be experiencing with his Sprint device, as well as any misunderstanding that may have occurred regarding the repair or replacement of the battery for that deviceDuring our conversations with Mr*** on August and 4, 2015, we confirmed that the batteries for Samsung SMini devices are no longer available via our sales or service channels; therefore, we invited him to purchase a battery for the device from any sales source available to him and advised that we will credit his Sprint account for the cost of the battery once he provides proof of purchaseAlternately, we invited him to take the device to one of our corporate service and repair locations where a technician can test the device to determine if it can be repaired or replacedWe provided Mr*** with the telephone number and the name of a representative at a corporate service and repair location in his areaWe also informed
Mr*** that, if his device cannot be repaired or replaced using one of the options above, we will comply with his request and remove the Equipment Service and Repair option from his account and apply a one-time $credit to offset an amount equivalent to the charges for that option for months
After speaking with a technical representative at the referenced service and repair location on August 4, 2015, Mr*** contacted us again to advise that a replacement battery for his device is not availableAs such, and after careful consideration, he decided to cancel the Equipment Service and Repair option from his accountTherefore, we applied the agreed-upon $credit to his account on August 4, 2015, to offset charges for the Equipment Service and Repair optionMr*** stated that he will upgrade the device for that line of service at a later date but has no further concerns for us at this time
We are pleased that we were able to resolve this concern to Mr***’s satisfactionIf we can be of further assistance with these issues, you or he can contact me directly at ###-###-#### or by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Bridgette F
Executive Services Analyst

May 25, 2017 Revdex.com Ward Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case *** Sprint Account XXXXXX***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that her monthly bill should be approximately $plus tax and fees and she was recently charged $562.49. She stated that she turned in a device from her previous carrier that she has not received credit forIn addition, she stated that she took advantage of a Buy One Get One (BOGO) free iPhone promotion and she is not receiving a monthly credit for one of the devices as she was advised that she would. She is requesting a resolution to these issues In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Our records reflect that Ms***’s estimated monthly charge is approximately $with tax and fees. The May 2, invoice was higher because of prorated charges and an equipment purchase in the amount of $We determined that Ms*** received $credit at the point of sale for the device she turned in from her previous carrier. In addition, we determined that the BOGO promotion that Ms*** was offered had expired. We spoke to Ms*** on May 19, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered an account credit in the amount of $for the prorated charges that were assessed to Ms***’s account. In addition, although she did not qualify for the BOGO free promotion, we offered a lump sum credit for the iPhone associated with the number ending ***, in the amount of $548.91, to be credited in two monthly increments. The first credit in the amount of $to be credited immediately, and the remaining $211.14, to be credited after her June 2, 2017, invoice prints. Ms*** accepted our offer and the credit was applied to her account. She stated that she considers the issue resolved to her satisfaction. We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care and Retail Store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for review. We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon R.Executive Services Analyst

July 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 12223338, *** *** Sprint Account #xxxxx Sprint Case
# To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on June 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction with the delay and hold times while attempting to resolve her account concerns with our Customer Care group. In addition, she expressed her dissatisfaction with the inability to receive a promotional credit in association with her purchase of Samsung Sdevice for phone line ending in Ms*** requested that Sprint review this matter, cancel her Installment Billing agreement and adjust her account accordingly. We are aware that on occasion customers may experience extended hold times when contacting our Customer Care groups by phone, due to various factors. Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representative. Ms*** may visit our web site, www.sprint.com, and login to her MySprint account to perform general account maintenance and to make payments or setup payments arrangements, if available. Customers may also use their Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information Sprint has reviewed Ms***’s complaint On February 3, 2015, Ms*** upgraded the device associated with phone line ending via our Telesales groupAt that time, she activated a device via Sprint’s Leasing programHowever, on February 27, 2017, our records state that Ms*** upgraded the device associated with phone line ending in and purchased a device via Sprint’s Monthly Installment Billing programWithin this sales transaction, Ms*** paid off her original Lease Agreement for above phone line. We regret any miscommunication Ms*** may have received pertaining to Sprint’s promotional offersIn an effort to resolve her account concerns, on July 13, 2017, we spoke with Ms*** and agreed to cancel the Monthly Installment Billing Agreement for phone line ending in with the waiver of the associated chargesIn addition, we applied an adjustment of $to her account to offset the monthly installment charges as reflected on her March through July billing statements As a result Ms***’s account reflects a credit balance of $Ms*** expressed her satisfaction with Sprint’s efforts to resolve her account concerns We appreciate Ms*** taking the time to provide us with her experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms ***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext7349. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive 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

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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,
*** ***

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

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 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

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This is to advise that I was contacted by a representative of Sprint by phone and my complaint was resolved as requested in my complaint..Thank you for your prompt action in getting my problem addressed and resolved by Sprint. I very much appreciate your help
Regards,
*** ***

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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
PLEASE REDACT/REMOVE MY PERSONAL NAME ( "***" ) IF THESE MESSAGES ARE POSTED ONLINE
Regards,
*** ***

[Sprint has made this situation look good on their side and me the bad guy taking advantage of SprintI have included my update to their response correcting errorsIt is obvious I have no control on entering information in the Sprint systemTheir employees always enter the information and I have no idea if they have entered it correctlyThey also give recommendations on how to handle phone swapping situations, again I have no idea if they did as they sugested or even if it is legal with Sprints rules. To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on December 16, We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** expressed his dissatisfaction with phone line ending in *** being assessed a $Subsidized Phone charge associated with his current price plan, after he purchased an iPhone Plus 32GB deviceMr*** requested that Sprint review this matter, remove the $Subsidized Phone Charge and adjust his account accordingly. Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** purchased an iPhone Gray 16GB device at discounted pricing in exchange for a two-year Service Agreement on September 20, 2015, associated with phone number ending in ***Since phone number ending in *** was associated with a two-year Service Agreement, his account was assessed a $Subsidized Phone Charge per month as reflected on his monthly billing statementsPlease be advised that the price plan Mr*** selected stipulates that customers who opt to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this feeAdditional details regarding our rate plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plansBased on our review, we are unable to identify any billing errors. Our records further indicate that Mr*** purchased an iPhone Plus 32GB device via Sprint’s Monthly Installment program on September 23, 2016, associated with phone number ending in ***, (incorrectly entered into the computer by Sprint employee) Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay. Upon the completion of the device upgrade, Mr*** requested to perform an equipment swap between phone numbers ending in *** and *** on September 23, (Per the suggestion of a Sprint employee)As a result, the iPhone Plus 32GB device was activated on phone number ending in ***; thereby, leaving the active Lease Agreement on phone number ending in *** (told by the Sprint employee this number ((***)) has no active agreement)Therefore, phone number ending in *** continued to be assessed the $Subsidized Phone charge per monthDue to the Installment Billing Agreement remaining active on phone number ending in ***, on December 23, 2016, we agreed to transfer the active Installment Billing Agreement to phone number ending in ***As such, the referenced phone number will no longer be assessed the $Subsidized Phone charge going forward. We spoke with Mr*** on December 23, 2016, to discuss his concerns and relayed the aforementioned information to himWhile we regret any miscommunication Mr*** may have received with regards to equipment charges assessed to his account, Sprint is unable to identify any errors on our partTo provide closure for this matter, Sprint agreed to apply a one-time courtesy adjustment of $to his account to offset the remaining Subsidized Phone charge associated with phone number ending in *** as reflected on Mr***’s November and December billing statements. Mr*** accepted our offer and confirmed he was satisfied with the resolution providedWe regret any inconvenience this matter may have caused Mr***. If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time. Sincerely, David H. Executive Services Analyst

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,
*** ***

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

[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
As long as Sprint follows through on their promise, everything is okay.
Regards,
*** ***

May 15, 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*** states that she turned in her iPhone device to receive an iPhone device free per the terms of a promotional offerShe states that she has never received the monthly credit for iPhone device. Ms*** is requesting that we stop charging her for a free device We spoke with Ms*** on May 15, 2017, and reviewed her accountWe advised her that according to the guidelines of the promotional offer, a monthly service credit of $is applied to offset the monthly installment for the iPhone device. Unfortunately, the monthly service credit did not award, therefore a lump sum service credit totaling $was applied to the account in lieu of the monthly service credit. Ms*** canceled her Sprint service and the remaining balance associated with the Installment Billing Agreement was applied to her account. Payment has been remitted for the outstanding balance on the account and she will not incur further charges. The current balance on her account shows a $balanceMs*** states that these actions have resolved her issue 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, Leland *** *Executive 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 meIn regards to the uneccesaary hold times and the customer service rep ending our conversation mid sentence, nothing has been done.
Regards,
*** ***

June 29, 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*** ***. According to Ms***’ complaint, she states that when she contacted us to cancel her service, she inquired on the amount due to do so. Ms*** states that she was advised that she already owned her device, and would not incur any cancellation or equipment chargesShe further stated that she was billed $due to cancellation charges that were included. Ms*** stated that she had previously paid $300, but would not accept any additional charges We regret the circumstances that prompted Ms***’ complaint. Our records reflect that Ms*** was billed a valid Lease Cancellation Charge and Lease Device Purchase Charge per the terms of her lease agreement after porting her phone number ending *** to another carrier. Days later, Ms*** ported the aforementioned number back to Sprint and its associated lease was resumed, therefore, the Lease Cancellation Charge was removed, however, the Lease Device Purchase Charge was not. The noted charge was billed and paid for as part of MsSham’s monthly bill payment. Our records reflect that the lease in question continued to be active until June 12, 2017, when Ms*** cancelled her Sprint service. Due to the lease agreement’s fulfillment date of September 17, 2017, not being met, a Lease Cancellation Charge of $and a $Lease Device Purchase Charge was assessed. Per the terms of our lease program, customers have the option to purchase and keep the leased device by paying its applicable Lease Device Purchase Charge or to return it in good working condition. We spoke to Ms*** on June 13, 2017, and outlined our aforementioned findings. Although the disputed charges are valid, in an effort to bring closure to this matter, we offered to issue a credit of $(the total of the two Device Purchase Charges), contingent upon the return of the leased device in like-new condition. Ms*** notified us that she wanted to keep the device. As previously outlined, the originally billed Device Purchase Charge had already been paid in full; therefore, we applied a credit of $to offset the second charge. Ms***’ accepted the outlined information and expressed satisfaction with our handling of this matter. Although we regret the circumstances that led Ms***’ decision to cancel her service, we are pleased to inform you that this matter has been fully addressed and resolved. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** 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