Sprint Corporation

July 31, 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 rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal, Ms*** advised that she is not satisfied with our resolution to her previous inquiry, advising of her belief that all disputed charges assessed to her Sprint account should be removed. She requested that we update her account to reflect a zero balance once equipment she is sending back to us is received. We regret any remaining misunderstanding that may exist related to Ms***’s Sprint billing. However, as previously explained to her and outlined in our July 18, 2017, response to her initial filing, our records reflect that she completed a device upgrade for a line of service on her Sprint account on April 126, 2017, and that, although she acknowledged in her inquiry that she anticipated a small monthly device cost increase, our records reflect that the promotion that previously provided a waiver of her Phone Access Fees expired from her account on March 30, 2017, pursuant to the terms of that promotionAs a result, those Fees of $per line per month became applicable. We followed up with Ms*** on July 28, 2017, and again explained the information outlined above. We also reviewed her billing in detail and explained that, based on her chosen rate plan, equipment, and other account options, her monthly charges are correct and should be approximately $including applicable taxes and surcharges Ms*** indicated her understanding of that information but reiterated her dispute of the referenced Fees. She then requested that we cancel two additional lines of service on her account and allow her to return the devices associated with those lines in addition to the device previously referencedAlthough we were unable to identify any error on the part of Sprint related to her reported concerns, we honored Ms***’s request and agreed to credit the Device Purchase Option (DPO) charges and her remaining lease pay-off balances associated with each of her three leased devices, contingent upon her returning those devices to us, in good working order, by August 3, 2017. Ms*** accepted our offer, and we forwarded prepaid shipping materials to her address of record to facilitate the return of her three devices to us. Ms*** is aware that, once we verify our receipt and condition of her equipment in our warehouse, we will apply credits totaling $1,to her account to offset the lease-related charges noted aboveMs*** accepted the information provided and agreed that her concerns have been addressed We appreciate Ms***’s 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 Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration these matters may have caused, as well as the loss of Ms***’s businessIf we can be of further assistance with her reported concerns, Ms*** can contact me by calling the Sprint 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, Leland (Bud) JExecutive Services Analyst

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***

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

July 19, 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 monthly cost of his Sprint account. Mr*** stated that he is not being billed what he was quoted Please note that in our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. 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. Based on our records, Mr*** is being billed correctly. Our records reflect that on October 31, 2016, Mr*** upgraded to an iPhone device via a month Lease Agreement on phone number ending in *** and was provided with a clear disclosure of his Lease Agreement terms and charges. In addition, Sprint plan rates do not include the cost of taxes, additional fees and/or surcharges or equipment charges Thereafter, on May 25, 2017, Mr*** contacted Sprint and explained that he was looking to lower the monthly cost of his Sprint account. Accordingly, he updated his plan from the Sprint 6GB Better Choice plan at $45, plus $for Unlimited Talk and Text to a promotional Unlimited Freedom plan at $per month for one line through March 2018, $per month for line two and $per month for lines three through ten. As of April 2018, the plan will be updated to $per month for line one We spoke with Mr*** on July 11, and explained our findings. Mr*** stated he has no further questions and or concerns regarding this matter 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

Tell us why here...August 14,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***
Sprint Account xxxxx***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry
of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In Mr***’s inquiry, he expressed his concerns with Sprint’s Referral programMr*** stated that he was assured that he would receive a $Visa prepaid reward card for him and as well his referralMr*** requested that Sprint review this matter and honor the $offer
We regret any possible misunderstanding that may have occurred related to the terms of Sprint’s Referral Rewards ProgramFor a limited time, Sprint offered customers a $Visa prepaid reward card for adding a new line of serviceCustomers must register within days from account activation via our website, www.sprint.com/referralIn 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 informationIn 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
During our conversation with Mr*** on August 2, 2017, we advised him that we would escalate his referral submission for processing of the now expired $referral offerAs a result, we were able to successfully have the submission processedMr*** and the other party identified as the referred should receive the offered $Visa prepaid reward cards within the next 6-weeksFurther, we applied a one-time courtesy credit of $to his account to offset his account balanceThis credit will reflect on Mr***’s September 1, 2017, billing statementMr*** acknowledged the information and resolution relayed to him
We regret any inconvenience that this matter may have caused Mr***If we can be of further assistance related to this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Tuesday through Saturday between 1:p.mand 9:p.m., Central Time
Sincerely,
Shalyn ***
Executive Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO 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 after replacing one of the devices on her account the international plan on that telephone number was removed and not added back on when the device was returned to her. She stated this caused her to be billed for international long distance at a rate higher than what it would have been had the international calling plan not been removed. She stated that she contacted our Customer Care department multiple times and was advised that her account would be credited however, however, to date the credit has not been applied. She is requesting that her account be credited for the international charges Our records reflect that Ms***’s account was billed for international calls in the amount of $for phone number ending in ***, for August, September and October 2016, after the plan was removed We spoke to Ms*** on April 14, 2017, and although the charges are valid, in an effort to reach an amicable resolution, we offered to apply an account credit in the amount of $as a one-time courtesy. We referred her to Sprint World Wide department which can be reached toll-free at ###-###-####, with any questions regarding international rates or plans. More information can be viewed at www.sprint.com/international. She stated that she considers the issue resolved to her satisfaction 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 will be forwarded to the appropriate managerial staff for further 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 RExecutive Services Analyst

February 18,
*** ***, Consumer Specialist
Kansas City Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case#***, *** ***
Sprint Account #xxxxx***
Sprint Case #***
Dear Ms
***:
This is in response to the above-referenced inquiry received by our organization on February 16, 2016, regarding Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In Mr***’s filing, he expressed his dissatisfaction with the level of customer service he received, citing a discrepancy regarding his price plan, devices and additional featuresMr*** stated that he switched his services from AT&T to Sprint via our 50% off promotion with two iPhone devices and two feature devicesMr*** stated since he switched over to Sprint he encountered multiple billing issues regarding long distance and international roaming chargesMr*** stated that he contacted our Customer Care group and was advised that that he could not added any international features to his Sprint account for daysHowever, as a courtesy, he was allowed to add on international features to his Sprint account and received credit for his casual international usageMr*** was advised that his two feature devices cannot be used while roaming in CanadaFurthermore, Mr*** expressed his dissatisfaction with being assessed a $Activation Fee per line and the inability to take advantage of the Early Termination Fee Buyout promotion for switching from AT&T to SprintMr*** requested that Sprint waive all the charges associated with his international usage, allow him to cancel one of the feature devices, return it without any further cost to him and waive the Activation Fees
We appreciate Mr*** taking the time to provide details of his experience with our retail stores management teamWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
Sprint has reviewed Mr***’s complaintWe regret any possible miscommunication regarding Mr***’s billing, devices and additional features associated with his Sprint accountPlease note that Sprint Open World was configured to Mr***’s Sprint account on February 15, The Sprint Open World $add-on, gives customers Free Unlimited calling and text when traveling in Canada, Mexico and most other countries ac*** Latin AmericaPlus, they get 1GB of high-speed data free to utilize while roaming in the aforementioned countriesAdditionally, we applied a credit adjustment of $on February 15, 2016, which represents the long distance and international roaming charges assessed to his Sprint account
In regard to his feature devices, Mr*** has two Kyocera DuraXTP devicesThe aforementioned devices do not have SIM card access nor can it be utilized for international roamingAs a courtesy, Sprint has agreed to allow Mr*** to cancel phone number ending in and waive the Lease Cancellation charges associated with the Kyocera DuraXTP device, contingent that it is returned in good, working condition with no physical damage
As for the Activation Fees and Early Termination Fee Buyout, Mr*** portfour lines of service from AT&T on January 11, As such, he is subjected to the $Activation Fee per lineAdditionally, as stated in the Terms and Conditions of the Early Termination Fee Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon Wireless or AT&TPorting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to their final bill and register for the Buyout credit within days of the activation of the Sprint accountAdditionally, the customer must turn in their old cellular provider’s device(s) to SprintOnce approved, expectation regarding the delivery of the Early Termination Fee Buyout debit cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care group or located at our website at www.sprint.com/jointoday
On February 17, 2016, we spoke with Mr*** and provided him with our findings and resolution to his account concernsWe have agreed to waive two of the four $Activation FeesMr*** confirmed that his concerns were addressed and resolved to his satisfaction and he will register online for the Early Termination Fee Buyout creditWe apologize for any inconvenience this matter may have caused Mr***
If we may 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 a.mand p.m., Eastern Standard Time
Sincerely,
Ty-William Handon
Executive Services Analyst

Executive & Regulatory Services POBox Irving, TX June 15, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his discontent with the times of our previous contact attempts and his inability to reach us via our contact number. He also stated that he canceled his Sprint service and further expressed his concern that his Early Termination Fees will not be waived for his negative service experience. We regret that we were unable to speak with Mr*** previously regarding his account concerns. However, our office spoke with Mr*** on June 7, 2017. During our conversation, we agreed to research his coverage concern and follwith him. After completing our research, we confirmed that the network in Mr***’s home area is working within our parameters. Our follattempt to reach Mr*** by telephone today was unsuccessful. We confirm that the Early Termination Fees accessed to Mr***’s account are valid. 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 MExecutive Services Analyst

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms*** *** filed on behalf of account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** states that when she upgraded two of her devices in December 2016, she believes she was to receive a monthly promotional credit of $13.59; per device; however, she has not received the credits. As a result, she is requesting Sprint review this matter During our discussion with Ms*** on April 2017, we confirmed that her wireless line ending *** did qualify for the promotion offer and credit totaling $awards to her account on the 17th of each month. Additionally, we confirmed that her wireless line ending *** did not qualify to receive the 50% off iPhone promotional discount offer. However, because of any possible misunderstanding regarding the offer, and in an effort to reach an amicable resolution in this matter, we applied a lump sum credit to her account equal to the promotional credits for the months of the device agreementThe lump sum credit will offset service charges. As a result, we advised Ms*** that in order to prevent the account from being reflected as past due, although the above-referenced account credit was applied, it is necessary for payment to be remitted each month toward the device installment billing charges. Ms*** stated that she understood and that the matter is resolved to her satisfaction. We regret any inconvenience that Mr& Ms*** experienced in this matter. If they need further assistance, I can be contacted by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, *** JExecutive Services Analyst

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** W*** Assurance Wireless Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** W*** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided Mr*** indicated that his device began to malfunction by not holding a charge. He requested a refund of $for the phone, and also requested that he be credited $for the shipping costs incurred when he returned the device. On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of these mattersOur records reflect that Mr*** placed an equipment order on July 7, 2017, and the total charged was $26.56. During our conversation with Mr*** on July 31, 2017, we agreed to process a warranty replacement handset and he agreed to contact us back in order to assist with the activation of the device. Regarding Mr***’s equipment refund, he indicated that he purchased the handset from an authorized dealer and he will be returning that device to the point of sale in order to obtain a refund. As of August 2, 2017, our records support that Mr*** received and activated his warranty replacement handset. We attempted to follwith Mr*** on August 8, 2017, in order to confirm if he has obtained his refund; however, we were unsuccessful in reaching him. If Mr*** has further questions regarding these matters, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday 8:a.mto 4:p.m., Central Time Sincerely, Marco 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 26,
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
*** ***, an authorized user on Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed dissatisfaction with the level of customer service received from our representatives during his attempts to discuss the balance reflected on his Sprint account, citing that the representative at one of our third-party retail stores did not return three of their devices after he canceled the equipment order for those devices on the same day that he established service with usHe further stated that his service was canceled prior to resolving those concerns, resulting in his account being referred to a third-party collections agencyTherefore, he requested that we credit his outstanding balance and remove any negative information associated with his account
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our third-party retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any misunderstanding that may have occurred related to Mr***’s Sprint billingAs we explained during our July 19, 2016, conversation with the account holder, Mr*** *** and MsSusan ***, the lease cancellation and equipment charges were assessed to his account because the equipment on the active lines of service were not returned within the 14-day return policy timeframeHowever, due to Mr***’s ongoing billing and equipment charge concerns prior to the cancellation of his service on July 1, 2016, we offered to offset the outstanding balance in full, contingent upon the return of the equipment on four of the lines of serviceMr*** accepted our resolution offer; however, he stated that he only had three of the devices because he lost one of the devices
Based on the above-referenced information, we agreed to credit Mr***’s account $2,after the three devices are received in our warehouseTo facilitate the return of those devices, we sent a prepaid shipping label to the e-mail address that is reflected on his complaint, which he acceptedBecause Mr*** no longer had one of the devices in his possession, we advised that he would still be responsible for the remaining balance of $190.75, which he remitted payment for in full on July 19,
After the devices are returned in “good working condition” and we apply the agreed-upon credits, Mr***’s canceled account will reflect a zero balance owedThereafter, we will contact the third-party collections agency assigned to Mr***’s Sprint account and request that further collection efforts on the account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issueMr*** should please allow up to days for completion of this process after the credits have been applied
We are pleased to inform you that Mr*** accepted our resolution offerIf we can be of further assistance regarding these matters during the interim, Mr*** 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,
*** G
Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have 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,
*** ***

[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:
While I am happy that the account was closed, I'm not entirely sure why it was stated that I did not provide a police report when I did (sent by email to Leland on the 26th of September as we spoke on the phone--and I was told he would forward it to the Fraud Department which I'm assuming is why the account was closed)At any rate, my dispute has been resolved.
Regards,
Charisse W***

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Ann mentioned the following: The line is paid for till the end of the billing cycle The line will be disconnected by the end of the billing cycle (Aug 26)At that time, I can switch to ***, ***, *** and get a new number and port back to Sprint to get under the BYOFD plan.I spoke to a customer service rep who confirmed the above understanding (Actually assured he will call back once the account is cancelled by Aug to port the new line using my phone).Its Aug 28, the phone line is still not cancelled yetI called up to find out the number is active yet, and I was told someone put a note not to cancel the line !!Someone is working on cancelling the line, so we are still on step of the above process
Regards,
*** ***

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Mr*** indicates we took an unauthorized payment on March 31, We reversed the payment, and he states he was advised he would receive a refund within hours. He further states he did not receive the refund within hours and his service was subsequently suspended. As a result, he is requesting we review this matter We attempted to reach Mr*** on April 10, and 2017, via phone and email, but we have been unable to speak with him. We also mailed a letter on April 13, 2017. Unfortunately, our contact attempts have been unanswered. In an effort to address Mr***’s concerns, we have reviewed our records. We realize that situations may arise that prevent customers from making required payments by the due date, and Sprint can often assist with payment arrangements, if available. However, not all payment arrangement requests can be honoredWe reviewed Mr***’s account and confirmed his service was suspended due to a past due balance in March 2017. Mr*** set up a future dated payment for March 31, 2017, which restored his service. The payment on March was charged according to the payment arrangement. However, per Mr***’s request, the payment was reversed resulting in suspension of service again on April 3, 2017. Based on our review, we were unable to identify a Sprint payment error or an error with regard to the charges assessed to the account. To address Mr***’s outstanding account matters in further detail, we request that he contact our office so that he can provide the needed account authentication. For further assistance with this matter, Mr*** can contact us 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 TimeSincerely, Ann HExecutive Services Analyst

Thank you for your responseOnce I copied sprint with my complaint they contacted me and resolved the complaint 100%Thank you
Regards,
*** ***

May 11, 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 Ms*** has also requested clarification regarding Sprint’s unlocking policies regarding two devices previously purchased and activated on Sprint's network. Ms*** has indicated that she would like the device unlocked. Based on the information received from Ms***, she states that she had an unfavorable customer experience while attempting to address her concerns and is requesting compensation We attempted to reach Ms*** to discuss her concerns in detail on April 27, 2017, and May 8, 9, and 2017, by phone and email, without success. We also mailed a letter to her home address confirming receipt of her inquiry and alerting her of our need to speak with her. Unfortunately, Ms*** has not responded to us. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. 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 fully address and resolve the concerns brought to our attention via your office 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 network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (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. We confirmed that Ms***’s iPhone devices are eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to the device in question on April 28, We appreciate Ms***’s taking time to provide details of her experience with our Customer Care department. 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 will be forwarded to the appropriate managerial staff for further review. We respectfully decline any credit for this customer service matter For further assistance with this matter, Ms*** can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

August 22, 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 the information received, Ms*** stated that she has contacted Sprint on multiple occasions to receive a refund for retuned equipment. Ms*** is requesting that Sprint review this matter and provide her with a refund check accordingly Sprint has reviewed Ms***’s complaintIn an effort to resolve Ms***’s concerns, we attempted to contact her via phone and e-mail on August 10, and 15, 2017, to no avail. Unfortunately, we have not yet received a return call from Ms***. Should Ms*** require further assistance, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** 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 Services Analyst