Sprint Corporation

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** D*** Sprint Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in Ms***’s inquiry, she advised that she was not aware that the preowned Apple iPhones she purchased did not have equipment protection or insurance. She also advised that she was directed to the manufacturer, Apple, who replaced the phone. Therefore, she requested a bill credit for all of the issues that she has encountered since activating her phones, and to keep her services active because she was unable to extend her bill due date. During our conversation with Ms*** on September 12, 2017, she advised that she believed that the Telesales representative did not provide accurate information on the equipment protection for the phones, and also that the promotion to switch her service from another carrier to Sprint has not been honored. We reviewed her interaction with our sales representative. We confirmed that during the call, equipment protection was not discussed. The representative advised that the certified preowned iPhones have a day manufacturer warranty. After reviewing the interaction, we made two subsequent attempts to contact Ms***. Unfortunately, we have been unable to reach her, and she has not returned our calls. In order to address any outstanding account concerns, it will be necessary for us to speak with Ms*** Ms*** advised that she had unfavorable customer service experiences while trying to resolve her account concerns. We appreciate her taking time to provide details of her experience with our 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 that these matters may have caused Ms***. If she needs further assistance, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, *** *Executive Services Analyst

October 4,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Patricia *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of
MsPatricia *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** stated that there was a delay in cancelling her Sprint service, and that that she moved her lines of service to another Sprint account in July Ms*** requested assistance in closing her Sprint account
Our records reflect that four of Ms***’s seven lines of service moved to another Sprint account between May and August 3, Our records reflect that the remaining three lines of service remained active on her account, and continued to bill a recurring monthly chargeFurther, two of the lines of service billed monthly equipment charges through their 24-month equipment installment agreements are scheduled to be satisfied on May 12, Our records further reflect that usage of our services is reflected through the billing period ending August 11,
During our October 3, 2017, conversation with Ms***, we explained the information outlined aboveWhile Sprint does not reflect any billing errors occurring related to her account, in an effort to resolve her desire to cancel the services on her account, we cancelled her service effective that same dateFurther, the accelerated equipment balances for the three lines of service are valid; however, in Sprint’s effort to bring closure to this matter, we agreed to waive the accelerated equipment balances in the amount of $Further, we applied a $credit, as a gesture of goodwill, for the September billing statement that did not reflect any usage of our services for the billing period of August through September 11, We advised her that the outstanding balance of $is valid for charges through August 11, Ms*** expressed her satisfaction with our resolutionAccordingly, Sprint considers this matter fully addressed and resolved
We regret any inconvenience these matters may have caused Ms*** and the loss of her business, but we are pleased that we were able to resolve her reported concerns to her satisfactionIf 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, Tuesday, Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

Sprint
is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our
customers’ concerns to our attention.
In
Ms***’ complaint, she stated that she was dissatisfied with information
received regarding
payment arrangements.
Upon receipt, we forwarded Ms***’ complaint to our Customer Finance
Services team for review
We
realize that situations may arise that prevent customers from making the
required payment by the due date and Sprint can assist with payment
arrangements if available. However, not
all payment arrangement requests can be honored
Our
records reflect that Ms*** previously arranged to make a payment of
$on April 1, 2016, and this arrangement was completed successfully. As a one-time courtesy and in appreciation
of Ms***’ business, we applied credits totaling $to offset one-half
of her monthly recurring charge, excluding any equipment lease charges. Ms*** will see these credits reflected
on her next invoice.
We
regret any inconvenience this matter may have caused. If I may be of further assistance with this
matter, you can reach me by calling the Executive & Regulatory Services
department toll-free at ###-###-#### I am available Monday through
Friday from a.mto p.m., Central Time
Sincerely,
*** *
Executive
Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Lauren *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of MsLauren ***We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the length of time taken for us to update her Sprint account after she returned a device to us, advising that we are continuing to assess charges for that leased device and that she is unable to pre-order a different device model upgradeShe requested that we update her Sprint account promptly We regret any misunderstanding that may have occurred regarding Ms***’s referenced equipment return and associated charges and account updating. Our records reflect that Ms*** upgraded to the equipment noted in her inquiry on August 10, 2017, and that the device was returned and received in our warehouse on August 25, Our records further reflect that, at that time, the corresponding device lease was canceled, removing all charges for that device from Ms***’s account, and that her equipment upgrade eligibility was reset on September 15, We spoke with Ms*** on September 29, 2017, and explained the information outlined above. Ms*** acknowledged that her issues have been resolved We regret any inconvenience this issue may have caused Ms***. If we can be of further assistance with her reported concerns, 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, Leland *** *Executive Services Analyst

November 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX3759, Nicole M*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, MsM*** stated that she purchased a device on July 5, 2017, and has been having problems with the phone. She stated she visited a service and repair center store and was advised that it would cost up to $for them to diagnose the issue and repair the device. She stated she was then advised that someone from technical support would contact her and that has not occurredAdditionally, she advised that she contacted our Customer Care department and was advised that a replacement phone would be sent to her and to date, she has not received the replacement device. As a result, MsM*** is requesting a resolution to this issueWe regret that MsM***’s experience with service in her local calling area is falling short of her expectations. We constantly monitor 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. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Our records reflect that at this time our network is functioning within operating perimeters based on the address provided at the time of activation 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. 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. The customer 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. Replacement devices may be of a like or comparable model. Further details regarding TEP and the coverage under ESRP and ERP are available on our website at www.sprint.com/tep. Our records reflect that MsM*** does not subscribe to the TEP option on the telephone number ending in We spoke to MsM*** on November 8, 2017, and provided her with this information. In an effort to reach an amicable resolution, we offered to send her a replacement device. Because MsM*** does not subscribe to Total Equipment Protection, her account will be assessed a $fee for the replacement, which we offered to waive as a one-time courtesy. MsM*** accepted our offer and a replacement device was sent to her billing address. She stated that she considers that we reached a mutually satisfactory resolution We appreciate MsM*** for taking the time to provide us with the details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience this matter may have caused MsM***. If I can be of further assistance, MsM*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***, *** *** 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 her inquiry, Ms*** expressed her dissatisfaction with the issues she encountered when attempting to pay off of her devices. Ms*** is requesting that we credit her account in the amount of $and confirm that her husband’s device is paid off. We regret any misunderstanding that may have occurred regarding Ms***’s request to cancel the Lease Agreements and purchase the leased devicesOur records reflect that Ms*** contacted our Customer Care department in December 4, 2017, to discuss her billingDuring that interaction Ms*** states she was informed that she could make a payment of $to purchase the leased devices. As a result, Ms*** submitted payment of $to own the leased devices. However, upon further review, we find that the total payment required to own the lease devices was $($215.07, $147.51, and $171.16) as indicated on the December invoice. Ms*** has since canceled service and paid the December and January balance in full to own the devices. We spoke with Ms*** February 8, 2018, and explained the information outlined above. Additionally, we advised that we would review the February invoice to confirm the account balance is zero We regret any inconvenience these issues may have caused Ms***If we can be further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

June 30,
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 the information provided, Mr*** disputed an additional required down payment of $for his Galaxy S8, stating that when he established service, he traded in his device from his previous service provider, and paid a down paymentMr*** further stated that the retail representatives advised him that he could return the Galaxy Sand get a model of less value if he did not want to pay the additional down payment, which he believes is an unfair sales practice
We regret any possible misunderstanding that may have occurred regarding Mr***’s required down payment at the point of saleOur records reflect that Mr*** established new service with us on June 12, 2017, and activated one line of service with a 24-month equipment lease agreement to be satisfied on June 12, That same date, Mr*** also purchased accessories through a 12-month accessory installment agreement
Our records reflect that Mr*** received a $equipment buyback credit at the point of sale for his device from his previous service provider that was applied towards his accessories and Galaxy SOur records reflect that we received a $down payment from Mr***, but due to a system error, the Galaxy Swas not processed correctly and was not completed as a sale on June 12, Our records reflect that our Sprint retail location attempted to process the sale of the Galaxy Swith our Finance department without the additional down payment, but because of his credit evaluation, an additional $was required to process the sale that did not completeOur retail representatives contacted Mr*** on June 14, 2017, to advise him of the additional down payment required due to the system error not processing his device as a saleOn June 15, 2017, Mr*** visited the point of sale and returned a speaker that was included in his accessories to offset the required down paymentOur records reflect that he paid out of pocket an additional $to offset the sale of the Galaxy S
Unfortunately, our attempts to contact Mr*** via telephone and email on June 19, 23, and 30, 2017, to discuss his dispute in detail were unsuccessfulWe also sent a letter to Mr*** at his billing address on record on June 23, 2017, acknowledging our receipt of his inquiry and inviting him to contact us directly to discuss his reported concerns in detailAs of June 30, 2017, we have not received a response
We appreciate Mr***’s taking time to provide details of his experience with our retail representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that his experience has been forwarded to the appropriate managerial staff for further review
Should there be any outstanding account matters, we believe that we can fully address themAs such, if we can be of further assistance, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand 6p.m., Central Time
Sincerely,
Sincerely,
Linda W
Executive Services Analyst

December 24,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
We appreciate your assistance in bringing our customer’s concern to our
attentionWe
apologize for any inconvenience that Ms*** *** may have been experienced as
a result of this matterAccording to the information provided, Ms*** disputed
service charges and payment arrangements reflected on her accountShe also expressed
her dissatisfaction in regard to a reconnection fee that would be assessed should her account service be suspended to the above-referenced account matters
During our discussions with Ms***, we confirmed that a Retail Sales representative changed the account’s service plan in September, 2015, in the course of upgrading one of
the account phonesIn an effort to reach an amicable resolution, we advised her that we changed the account’s service plan back to the deeply discounted $Unlimited Talk, Text
and Data Plan for two account phones which was previously provisioned on the accountThis plan change will take effect January 4, Further, we applied $in account credits to offset the difference in the above-referenced service plan charges reflected on the October, November, and December invoicesAdditionally, in regard to the concern put forth regarding a $Reconnection fee, this fee is applicable in the event of account suspension and reconnectionHowever, we confirmed with her that her future invoices will reflect approximate charges of $201, including a recent phone upgrade lease for ###-###-####, Easy Pay Installment billing for another account phone number and Total Equipment Replacement Program charges reflected on the accountShe stated that the matter is resolved
We appreciate Ms*** for taking the time to provide us with information in regard to this matterPlease be assured that we value her feedbackShould you or Ms*** have
any questions, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, from 10:a.mto 6:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

Good Morning I want Revdex.com to know I didn’t receive the email where I needed to respondHad I received it I would have replied and thanked you as always for your help THANK YOU this was resolved thanks to your intervention as mediators. With respect,*** ***

[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:The information that Sprint has sent me is insufficientI have replied to them stating that I am reviewing my previous bills and will respond by Friday, May This issue has not been resolved in my opinion I believe they are trying to bully me into taking their incomplete offer Once I review all the important information I will promptly respond to them
Regards,
*** ***

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he has attempted on multiple occasions to update his caller ID. At this time, he is requesting an update to his caller ID immediately We spoke with Mr*** on July 6, 2017, and addressed the issues outlined in his inquiry. Mr*** confirmed that his caller ID was successfully updated upon his visit to our retail location on July 1, 2017. At this time, Mr*** confirmed his inquiry has been fully resolved We appreciate Mr*** for taking time to provide details of his experience with our customer care team. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. . I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

October 5, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ID ***, Craig ***
Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MrCraig ***. We appreciate you bringing our customers’ concerns to our attention According to the information received, Mr*** is seeking to upgrade to the next generation iPhone by taking part of the iPhone Forever program. Mr*** stated that he has been provided conflicting information about the due at signing down payment. Mr*** is seeking assistance with upgrading his phone at no out of pocket cost at time of activation 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. As stated in the terms of our iPhone Forever Program, customers are able to upgrade to a new iPhone with each next generation iPhone launch. However, customers’ are required to make up to monthly payments of their current lease in order to be upgrade eligible. At their next upgrade, customers are required to tu(give back) their current lease device and enter into a new lease agreement. Pricing is for well-qualified buyers and varies by memory configuration We spoke to Mr*** on September 29, 2017, to address the above information. We advised Mr*** that we have promotions where a down payment would not be required, however due to his interest in a higher memory configuration, a down payment would be required. Although Mr*** remained dissatisfied with these terms, we respectfully decline his request to waive any down payment requirement. We regret any inconvenience this may have caused. If we can be of further assistance, Mr*** 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

July 11, 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 Ms***’s concerns to our attention According to her complaint, Ms*** stated that she should have received a free gift for changing her plan. She stated she is getting billed $per month for the free giftMs*** further stated that she has been unable to receive a copy of Sprint’s Terms and Conditions of serviceMs*** is requesting that Sprint review this matter 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 After completing a review of Mr***’s Sprint account, we were unable to identify any billing errors. We have made multiple attempts to contact Ms*** regarding her concerns. We attempted to contact her via phone and e-mail on June 28, and 30, and mailed a letter to the address on file on June 30, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have been unable to speak with Ms***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Mr***, the account holder, and have him provide us with the aforementioned security information before we can discuss the account or assist Ms*** with the concerns raised in her complaint. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** should have the account holder 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

August 17, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File 12301462 Sprint Account xxxxx1471, *** *** *** Sprint Case 2269778 To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Mr*** stated that he canceled his account due to the multiple billing issues he experienced. Further, he stated that he paid the installment agreement and lease accelerated charges for his iPhone 6s and iPhone devices, however, they were not unlocked. Additionally, he has requested clarification regarding Sprint’s unlocking policies regarding the iPhone 6s and iPhone devices purchased and activated on Sprint’s network. He stated that after he canceled service he requested to have the device unlocked immediately and was advised that the full balance on the account must be paid before the devices are unlockedAs a result, he is requesting his remaining device unlocked, his bills reviewed and a credit for any incorrect charges and not to have any negative report on his credit During our conversation with Mr*** on August 15, 2017, we informed him that unlocking a device is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) 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 network. Unlocking also refers to enabling the Subscriber Identity Module (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 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.We confirmed that Mr***’s iPhone 6s device associated with phone number ending in is eligible for SIM unlocking and was unlocked on July 23, 2017. Further, we advised him that since the lease accelerated charges for the lease on phone ending in have not been billed or paid we would have to wait until his current billing cycle closes on August 15, 2017, and a bill is generated. Once payment is made to satisfy the balance owed on his account the SIM unlock information will be transmitted to the device in question.We appreciate Mr***’s taking the time to provide us with his feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, you can reach me by calling 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, *** *.Executive Services Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: We appreciate your assistance in bringing the concern of Mr*** *** to our attention. We apologize for any inconvenience that he may have experienced in this matter. In his inquiry, Mr*** indicates that per our Buyout promotion, he anticipated receiving a reward card to offset his previous carrier’s device cancellation charge when he ported his phone number to Sprint. He also disputes charges reflected on his account. As a result, he is requesting his reward card and for his account to be reviewed. He also expresses his dissatisfaction with the level of customer service he received when he attempted to resolve his concerns. We discussed the above-referenced matters with Mr*** and subsequently advised him that his above-referenced reward card has been processed and is being sent to him. He also indicated that he was being improperly charged for certain third-party content and requested that Sprint credit his account in the amount of the disputed portion on his invoice. We advised Mr*** that our records indicate that the third-content was subscribed to and purchased through the Playphone application on September 12, 2016, on the phone number ending in ***. To resolve this matter, his account was credited $to offset the disputed amount on December and 20, 2016. In addition, we unsubscribed the above-referenced phone number from the disputed third-party provider. We also confirmed with him that the other monthly service charges reflected on the account are valid. Mr*** indicated that his concerns are resolved. We appreciate Mr*** for taking the time to provide us with the details of his customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If Mr*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

September 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Linda *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of MsLinda *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** disputed the final balance due reflected on her Sprint account, advising that her attempt to terminate her Sprint services due to unresolved connectivity issues were unsuccessful and that we continued to bill her for services she could not use. She requested that we finalize her account and credit her balance due to zero. We regret that our network services may have fallen below Ms***’s wireless communication needs or expectations, as well as any possible misunderstanding that may have occurred related to her service cancellation or account balance. We spoke with Ms*** on August 22, 2017, and confirmed that her most-recent payment of $posted to her account on April 26, 2017, and that her services were not used after that date. We further explained that we have no record of any service cancellation request from her on that date and that her services were suspended for non-payment on July 18, 2017, with a balance due of $77.34. At Ms***’s request, we canceled her services effective immediately. In addition, although we were unable to identify any error on the part of Sprint related to her dispute, we applied credits totaling $to her account to offset her final balance in full, as a courtesy, leaving her account in closed status with a zero balance. We also verified that no negative information regarding this matter was reported to the credit bureaus. Ms*** stated that she is satisfied with our resolution We regret any inconvenience Ms*** may have experienced as a result of these concerns, as well as the loss of her business. 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 from a.mto p.m., Central Time Sincerely, Clara CExecutive 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*** was a big help on this matter and I feel that after he was put on this case everything went smoothly and I received great customer service.
Regards,
*** ***

June 23,
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-noted of Ms*** *** regarding
Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** described unfavorable customer experiences from our representatives regarding the terms of her equipment lease agreement, stating that she believes that she was misled prior to establishing service with usShe requested that we credit the Lease Device Purchase Option Charges that are reflected on her April 2017, invoice
We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and lease agreementsSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Ms*** was provided with a clear disclosure of her monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Sprint Lease Agreements which includes a description of the charges in question
During our June 19, 2017, conversation with Ms***, we advised that, as a result of our review, we sustain that the disputed charges are correct and validShe indicated her understanding of our explanation but reiterated that this was not properly explained to her when she accepted her current rate plan and device financing optionsAlthough the charges are valid, due to any misinformation that may have been provided to her and in an effort to reach an amicable resolution due to her tenure as a Sprint customer, credits totaling $were applied to Ms***’s account, as a courtesy, to offset the disputed chargesThose credits left an undisputed balance of $200, which she satisfied in fullAs a result, her account is now in canceled status with a zero balance, and no additional payment is due
We are pleased to inform you that Ms*** accepted our resolution offer and is satisfied with the actions taken on her accountIf we can be of further assistance regarding these matters, she can contact me 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,
Tiffany G
Executive Services Analyst

August 15, 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 above-referenced complaint of Mr*** *** regarding Sprint account XXXXX***, established in the name of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** states that he attempted to call 9-1-due to a family emergency on June 12, 2016, but was unable to connect. He cited this as the reason the service on the account was canceled. He also expressed his dissatisfaction with not receiving return packages for his family’s leased devices that he eventually had to drop off at a local store. Therefore, at this time, he is disputing the charges associated with early cancelation of the lease agreements for the equipment. He is also requesting that Sprint waive the final month’s service charges due to making several trips to the store. On July 29, 2016, we advised Mrand Ms*** that we would research their account concerns regarding the problems experienced when attempting to dial 9-1-and contact them back. Upon completion of our research today, we advised Mr*** that Sprint did not locate a record of a 9-1-call attempt on the Sprint network from June 12, through June 13, 2016. We further advised him that our investigation also confirmed that the Sprint network did not incur any issues during the time in question and was functioning as designed In accordance with FCC rules, when a call to 9-1-is placed, a wireless device will automatically seek the strongest available wireless signal, even if it is on another carrier’s network. Therefore, it is possible for calls to 9-1-to be completed even when Sprint service is unavailable, provided a signal is available on another compatible wireless network. Unfortunately, Sprint would not have information available related to calls that were handled by another carrier’s network A number of factors may affect the ability to place calls, including calls to 9-1-1. As disclosed to our subscribers, coverage and quality of wireless services 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, a subscriber may experience difficulty making or receiving calls when indoors. There may be gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control, may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. The very nature of wireless signals restricts wireless carriers from providing coverage at all times and Sprint has made no warranty regarding coverage availability Our records reflect that the service on Ms***’s account was canceled effective June 20, 2016, after porting her wireless numbers to different carrier. In an attempt to resolve this dispute to Mrand Ms***’s satisfaction, we verified the return of all four of their leased devices and applied credits totaling $1,to her account to offset applicable Lease Cancelation and Lease Device Purchase Charges that were assessed plus applicable taxes, surcharges and late fees. Additionally, Mr*** authorized a $payment to satisfy the final month’s charges. As a result, of these actions, the account is now in final status with a zero balance. Mr*** expressed his satisfaction with this action as final resolution of his dispute We regret any inconvenience that Mrand Ms*** may have experienced. If I may be of further assistance with these matters, Mror Ms*** may 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, Clara CExecutive Services Analyst

May 26, 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 Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that she switched from Sprint to another mobile carrier. She also stated that she returned her iPhone device in lieu of the remaining accelerated cancelation charge, and she paid the balance due for the iPad, and these transactions were done in one of our retail stores. However, she received an invoice reflecting a $balance, which she is disputing. As a result, Ms*** is requesting that the charges be removed. We regret any possible misunderstanding that may have occurred regarding these issues. Based on a review of our records, we determined that the $and $lease and device cancelation charges reflected on the May 12, 2017, invoice totals $639.08. This amount is offset by the $payment remitted by Ms***, and is also reflected on the above-referenced invoice. Therefore, the charges offset by the payment resolve the billing issue for the iPad line of service ending in ***. Further review of our records determined that Ms*** was billed a $cancelation/acceleration charge for the number ending in *** for an iPhone 7Plus 128GB device that was confirmed returned on April 17, 2017. Therefore, we applied a credit of the above-referenced amount, effective today, and this reduced the balance from $to $ Additionally, there is a $previous balance reflected on her May 12, 2017, invoice and this monthly service charge is for service from April to May 8, 2017. Two of the numbers on the account ending in *** and *** ported to a new mobile carrier effective April 17, 2017, and the iPad line of service was canceled at the end of the billing cycle, May 8, 2017. Ms*** is disputing the charges incurred after cancelation occurred on April 17, 2017, and she stated that the tablet line of service should have also canceled on April 17, 2017. We explained that Sprint advertises and provides services in monthly increments. If services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan. When Ms*** contacted our Customer Care department on April 17, 2017, to cancel the iPad line of service ending in ***, the service on her account was set to expire on the last day of the billing cycle, May 8, 2017. Although she may have elected not to utilize the service following the cancellation request, the service was available, and the full monthly service charge is valid. This is also applicable for any line of service that cancels due to porting before the end of the billing cycle. The services are interrupted due to the port, but since the port occurred during a current billing cycle, no proration is due. We regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Services. Although the $monthly service charge is considered valid, in an effort to amicably resolve this matter, we manually prorated the service charge based on the April 17, 2017, cancelation date, and based on Ms***’s indication that she experienced difficulty while attempting to use the Internet on the Sprint network. As a result, we applied a one-time credit of $to offset the remaining amount of charges for the April to May 8, 2017, timeframe. Also, the remaining new charges of $reflected on the May 12, 2017, invoice are lease and device cancelation charges for the iPhone 6s device that was not returned. Therefore, this charge is valid and will not be credited. As a result of the actions taken, the $balance due has been reduced with the application of the $credit for the return of the iPhone 7, and by the credit of $for service proration resulting in a $combined total for adjustments. The account now reflects a $balance that will need to be paid to finalize the account with a zero balance. We regret Ms***’s decision to cancel her service and regret any inconvenience that she may have experienced while attempting to resolve her billing concerns. Should there be any additional questions regarding this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Bridgette FExecutive Services Analyst