Sprint Corporation

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 1***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on June 8, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s follfiling, she stated that she had an unfavorable customer service experience while attempting to resolve her account concerns. Ms*** stated that she is disputing and claims that she is being charged $per monthIn addition, she stated that the terms of her monthly charges and Lease Agreement were not properly disclosed to her upon adding a new line of service in February, 2017. Specifically, stating that she was advised that the device associated with phone number ending in *** would be free as well as the Tablet device associated with phone line ending in ***Ms*** requested that Sprint review these matters and adjust her account accordinglySprint has reviewed Ms***’s complaintOur records reflect that on February 25, 2017, Ms*** upgraded the device associated with phone line ending in *** and purchased a Samsung Galaxy Jdevice via Sprint’s Monthly Installment Billing programSprint 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 device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There 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 purchased. If Ms*** is on an Installment Agreement cancels service prior to completing their device payments, the remaining unpaid balance on the device will be due on customer's next invoice. For additional information and eligibility requirements customers can visit www.sprint.com/easypay. Additionally, Ms*** updated the price plan on phone line ending in *** to the $Unlimited Freedom, which includes 10GB Mobile Hotspot and HD Streaming plus a $monthly installment charge Upon completion of the device upgrade, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copy of her Lease Agreement, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her agreements on Sprint’s part during the activation of her device Furthermore, on May 24, 2017, our Retail Store’s Management team contacted Ms*** and discussed the charges that were assessed to her accountWe advised Ms*** that her Tablet device corresponding with phone line ending in *** was updated to the 3G/4G 25MB Tablet plan for $per month which will become effective on June 1, 2017, the beginning of her billing cycle and the changes will appear on Ms***’s June 4, billing statementIn addition, we advised Ms*** that she is not receiving the $Automatic Payment discount per line/per month since she has not enrolled in Sprint’s Automatic Payment programHowever, upon her enrollment in Sprint’s Automatic Payment program, the total cost of her monthly recurring charges would be $per month prior to applicable taxes and feesPlease note that our records state that Ms*** can enroll in Sprint’s Automatic Payment program by logging onto www.sprint.com. We spoke with Ms*** on June 15, 2017, and discussed our findings. In addition, Ms*** requested that remove Sprint’s Total Equipment Protection (TEP) plan associated with phone lines ending *** and ***As such, we complied with her request and cancelled the TEP plan effective June 15, As an effort to resolve this matter and, we offered Ms*** an adjustment of $to offset a portion of the monthly recurring charges , late fees and TEP monthly charges as reflected on her May 4, through June 4, billing statementsPlease note that the adjustment will appear on her July 4, billing statementMs*** was satisfied with our resolution and did not have any further concerns We appreciate Ms*** taking time to provide details of 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 that 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 ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

March 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX3984, *** *** Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** on behalf of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** is disputing the outstanding balance reflected on Ms***’s account. According to Mr***, he stated that one of their devices when services was activated was used; although they signed an agreement for a new device. He stated that upon repair the screen for the device; he was informed of this information. In addition, he stated that due to coverage issues they elected to port out their phone numbers and that upon contacting a Sprint customer service agent that he was informed that with the appropriate paper work their cancellation charges would be waived. As a result, he is requesting the balance be credited As stated in our Terms and Conditions of Service, coverage is based on the address provided at the time of activation. March 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account XXXXX3984, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr*** *** on behalf of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** is disputing the outstanding balance reflected on Ms***’s accountAccording to Mr***, he stated that one of their devices when services was activated was used; although they signed an agreement for a new deviceHe stated that upon repair the screen for the device; he was informed of this informationIn addition, he stated that due to coverage issues they elected to port out their phone numbers and that upon contacting a Sprint customer service agent that he was informed that with the appropriate paper work their cancellation charges would be waivedAs a result, he is requesting the balance be credited
As stated in our Terms and Conditions of Service, coverage is based on the address provided at the time of activationOur coverage maps show our coverage estimates using services outdoors under optimal conditionsCoverage is not available everywhere nor is it guaranteedCoverage is also subject to change without noticeService speeds are not guaranteed and depend on the service purchased as well as other factors, such as your device, your location, structures, buildings, weather, geography, topography, server speeds of the websites you access, network problems, network or internet congestion, software, signal strength or the actions of third partiesWith respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameBased on the address on file, our records show that Mr*** is located in fair voice coverage and excellent data coverageIn Fair voice coverage, customers may experience issues using service outdoors and indoors and indoor coverage isolated to certain locations in a building
Upon activation of service, Ms*** was provided with a clear disclosure of her monthly equipment chargesFurthermore, we were able to locate signed copies of her electronic service agreement and Lease and Installment Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her Lease or Installment Agreements on Sprint’s part during the activation of her account
During our conversation on March 14, 2018, with Mr***, an authorized end-user on the account of ***h ***, we offered to credit the Lease Cancelation, Device Purchase Price and accelerated installment agreement charges in exchange for the undamaged returned equipmentMr*** advised that he no longer has possession of the devicesFurther, our records show that all of the equipment received and activated at the time of purchase were new devicesAs such, we respectfully decline his request to credit the charges
If Ms*** would like to discuss this matter further, I can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Kala C
Executive Services Analyst

Here is the screenshot of the "promo" that was not available for existing customersBut as you can see on the screenshot do not say anything about "only valid for new customers" as the law required

June 9, 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. In her inquiry, Ms*** stated that she went to one of our Sprint stores on May 4, 2017, to pay her bill and it was not applied to her accountShe further stated that she received notification that her payment is past due and that her services will be disconnected. As a result, Ms*** is requesting that we correct the error and also to be compensated Our record reflects that Ms*** went tone of our corporate stores on May 4, 2017, and made a cash payment of $182; however; the payment was inadvertently applied to another account in errorWe reached out to the store management and the $payment was transferred back to Ms***’s account on June 7, 2017. We also applied a $courtesy credit to the accountDuring our June 9, 2017, conversation with Ms***, the information was explained to her. She thanked us for our help We appreciate Ms*** for taking time to provide details of her experience with our retail care representativesWe 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 this matter may have caused, and are happy that Ms***’s issue is resolvedIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

November 29, 2016 Kansas City Revdex.com*** *** *** *** *** *** ** *** Re: *** *** Case # ***Sprint Account # ***Sprint Case # *** To Whom It May Concern: We appreciate your assistance in bringing our customer’s concern to
our attention. We at Sprint Nextel do see customer satisfaction as our priority and therefore regard every issue as critical and important. Ms***’s filing expresses her dissatisfaction with a refund request. Ms*** states a refund was not provided for her down payment or monthly payment towards her Samsung Note 7, after returning it to SprintMs*** requests that we investigate her concerns and respond accordingly.Sprint investigated Ms***’s concerns in November and determined that her account was credited for the agreements for tied to two Samsung Note devicesAfter a review, we determined that automated credits would have appeared on Ms***’s December monthly statement. As a courtesy, we manually processed additional adjustments equal to the value of her down payment and a monthly payment for the Samsung Note 7. We notified Ms*** that a credit card refund was processed. Ms*** was notified that her bank may take business days to process this refund. Ms*** expressed her satisfaction with this resolutionWe apologize for any inconvenience this matter may have caused If I can be of further assistance, you may contact me directly by calling ###-###-####, Monday through Friday, between 9:a.mand 3:p.m., Eastern Time. Sincerely, /m/ MrM*** MrM*** Executive & Regulatory Services

November 23, 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-mentioned complaint of Mr*** ***. Sprint received this inquiry on November 10, 2016, and we appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** is seeking assistance with his account billing concerns. He states as a year customer, he recently had an issue with his device and account billing. He states he decided to file an insurance claim and received a new device through the Total Equipment Protection plan and returned his damaged device. Mr*** states he received a confirmation of the return. A month later he states he discovered that his account was assessed a non-equipment charge that increased his account balance to $610. He contacted our Customer Care department regarding this matter and a states that a promise to pay was added to this account until the issue was resolved. A few weeks later, his account was suspended because he exceeded his account spending limit. Mr*** states he made several calls in an attempt to resolve this matter; however, his service continues to be interrupted due the account balance. As a result, he is seeking assistance with this matter. We spoke with Mr*** regarding his account billing concernsWe advised him that we received confirmation that his device was returned. We further advised him that his account received credits totaling $to offset the equipment return and late fees on November 9, During our discussion, Mr*** expressed his dissatisfaction regarding how the case was handled because his service was interrupted at least three timesWe regret any inconvenience this matter has caused Mr***. We appreciate Mr*** for taking the time to provide us with the details of his experience regarding his account concerns and customer service experiences. We are continually striving 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 review. As a gesture of goodwill, and as a demonstration of our appreciation of his long tenure with Sprint, we applied a one-time credit of $to offset charges reflected on his October billing statement. Mr*** accepted our offer and resolution and did not have any further concerns regarding this matter We regret any inconvenience this matter has caused Mr***. If Mr*** needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** A*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above referenced inquiry of Ms*** A*** submitted on December 2, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with the level of service she received from our Customer Care group while attempting to address her billing concernsAccording to Ms***, her bill increased to $a month on the Sprint’s Framily planMs*** was informed that her discount was removed due to family member’s leaving her Framily Group ID, which would alter her discountFurthermore, Ms*** stated that her plan has a group Framily ID that she is not familiar withMs*** requested that Sprint review this matter and adjust her account accordingly 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 Sprint has reviewed Ms***’s complaint. According to our records, on May 15, 2015, phone line ending in *** and *** was activated on the Sprint Framily plan. The Sprint Framily plan offers unlimited talk and text, and gigabyte (GB) of data, while on the Sprint network for as little as $per month per line (with to subscribers in group) with no requirement to share data. Further, the Sprint Framily plan allows all Framily members to invite family members, friends, and others who are eligible to join Sprint and save. The Framily group can be made up of multiple phone lines from one account or lines across different accounts. New customers can join an existing Framily group or start a new one. Existing customers can create a new Framily group or join a Framily group already associated with their account; however, existing subscribers cannot join a group outside of their account. Once on the Framily plan, future device purchases must be made using Sprint Easy Pay or by paying the full retail price Existing Sprint customers who purchased a discounted device in exchange for a Service Agreement on or after January 10, 2014, are assessed a $per month Framily service charge until the device upgrade eligibility date is reached or after consecutive months of billing for the $per month unlimited data plus annual upgrade option, whichever comes first. Customers must confirm acceptance of this charge, when applicable, to select this service plan All lines reflect the standard monthly charge of $and then discounts are applied based on the number of active lines within the Framily group. Please note that the applicable discounts are applied within one to two bill cycles after each line is added to the group. Another added benefit is that each Sprint Framily member can customize their own plan. Each member has the option to bto unlimited data plus get annual upgrades with Sprint Easy Pay for an additional $per month per line or bto gigabytes of data for just $per month per line. If a Framily member exceeds their data allotment, additional on-network data above gigabyte or the gigabyte bis cents per megabyte. Additional information regarding Sprint Framily can be viewed via www.sprint.com/framily We spoke with Ms*** on December 15, 2016, and relayed the aforementioned information to herDuring that call, we advised Ms*** that we updated her plan to the Family unlimited talk, text and data per her request to begin on December 26, 2016. Further, we advised her that although the cost of the Framily Plan is clearly outlined, due to any possible misunderstanding that may have occurred, and in an effort to resolve this matter amicably, we offered to apply a $service credit to her account to offset the a portion of the monthly billMs*** has accepted our offer and has expressed her satisfaction in Sprint’s effort to resolve her complaint We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive 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
Regards,
*** *** ***

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** ** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing Ms*** ** ***’s concern to our attention. We apologize for any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** states that she has not received two Sprint Buyout Reward Cards that she anticipated receiving in September 2015, when she established her Sprint account. She states that she provided the required invoice from the other carrier to the retail store representative to submit to Sprint in order that she may receive the Sprint Buyout Reward card. She also indicates that account credits that she anticipated were not reflected on her account. And last, based on the information received, she also states that she had an unfavorable customer experience while attempting to address her account concerns. During our discussion with Ms*** on February 3, 2017, we confirmed with her that she ported her two account phone numbers to Sprint from another carrier on September 29, 2015. We also confirmed with her that she also ported the two phone numbers from Sprint to another carrier on February 1, 2017, thereby cancelling her Sprint account. We advised Ms*** that the terms of the Sprint Buyout Reward Card promotion require the account be active for the requested Rewards cards to be processed. However, in an effort to reach an amicable resolution in this matter, we advised Ms*** that with our receipt of the other carrier’s invoice reflecting the phone cancellation charges for the above-referenced two phone numbers, and confirmation that she turned in the two phones from the other carrier according to the promotion’s terms, we will process the Sprint Buyout Reward Cards up to the amount of $per phone number. Our review of the account records also indicates that as further gestures of goodwill, our Customer Care representatives previously applied two $credits to offset account service charges in regard to the matter. As a further demonstration of our commitment to excellence, we advised her that we will apply account credits to offset the difference in the Sprint Buyout Reward Cards processed up to the amount of $and the phone cancellation charges incurred upon validation and completion of the processing of the above-referenced Reward Cards. She stated that she will send us a copy of the other carrier’s phone cancellation charge invoice via email in order that we may submit it for processing of her requested Sprint Buyout Reward Cards We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and will utilize this input to improve our training and processes. If Ms*** 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

Thank youThey did in fact refund my $I greatly appreciate your assistance

April 25,
Revdex.com
*** *** *** *** *** *** *** ** ***
Re: Revdex.com File ***
Sprint Account ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** advised that incorrect information provided by our representatives led to her monthly Sprint billing being higher than she expected or agreed to when she ported her services from another carrierMs*** requested that we correct those billing concerns
We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billingDuring our conversation with Ms*** on April 21, 2016, she advised that she was initially informed that the Phone Access Fees reflected on her monthly Sprint billing would be waived for monthsWe explained that the promotional offer for that waiver is only applicable for months as reflected on her monthly invoicesHowever, although we sustain that the disputed Phone Access Fees are valid, we offered to apply one-time credits totaling $to her Sprint account to offset an amount equivalent to a portion of the Fees as a demonstration of our commitment to excellenceMs*** accepted that offer, and we applied the credits, as agreed
We appreciate Ms***’s taking time to provide details of her experience with Sprint’s 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 that her concerns will be forwarded to the appropriate managerial staff for further review
We appreciate Ms***’s business and are pleased that we could address her reported concerns to her satisfactionIf we can be of further assistance with these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time
Sincerely,
Lori K
Executive Services Analyst

August 3, 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 since she upgraded her devices, she has been over billed by $25. Further, she stated that she was advised that she would be billed a $Subsidized Phone Charge for months on line of service (xxx) xxx-*** and that her estimated monthly charges before taxes would be $267.62. However, she stated she is being billed a $Subsidized Phone Charge (SPC) instead and the $Total Equipment option was not canceled as she requested. As a result, Ms*** requested that we credit her account retroactively stating that her credits should total $140. We regret any possible misunderstanding that may have occurred regarding this matterOur records reflect that on August 25, 2015, Ms*** purchased the device associated with line of service (xxx) xxx-*** at a subsidized price with her acceptance of a two-year service agreement. Our records further reflect that her service plan was later changed and her service plan is for devices that are leased or purchased via our installment billing program. As a result, Ms*** was correctly billed a $Subsidized Phone Charge for one of her lines of service. During our conversation with Ms***, we provided the information detailed above. Ms*** stated that she was aware that she would be billed a Subsidized Phone Charge; however, she was advised that she would be billed a $10. We advised Ms*** that the two-year service agreement associated with line of service (xxx) xxx-*** will be fulfilled in August 2017. After that time, she will not be billed the $Phone Subsidize Charge. Although we were unable to identify a Sprint billing error, as a goodwill gesture, we applied a $credit to offset a portion of her past Subsidized Phone Charges and the Total Equipment Protection option. Ms*** accepted our credit offer and was satisfied with our handling of the matter. The Total Equipment Protection option on line of service (xxx) xxx-*** was canceled on July 3, 2017. We appreciate Ms*** for 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 her input to improve our training and processes. If we can be of further assistance with these issues, Ms*** can contact me by calling our department toll-free at ###-###-####, extext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Dishonesty creates distrust and since the Campus employees lied to me and my mother and I, I don't feel I can trust them to do the right thing. I cannot trust them with my personal information. They Sprint and Asurion have broken the law and my trust. They have used deceptive practices to profit and hold my personal information as well as my contract hostage. My mother who is older and has health problems has suffered the same problems. Nothing has been offered except excuses.
*** ***

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com ***, *** *** 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*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to address device issues, citing that, although a manufacturer’s defect was confirmed with his device, we did not proactively notify him of the potential for his device to experience this specific issue. Additionally, representatives of our Customer Care department sent him to the incorrect service and repair center for a replacement device and due to the fact that there was no replacement inventory available for his device model, a replacement device was ordered; however, he has been left without a working device until the replacement device arrives. He requested that we apply a credit to his Sprint account to offset the purchase of a different device model. We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. With the information in his account records, we were able to identify the employees that provided inaccurate information regarding his service and repair visits. Please be assured that we value customer feedback and that his concerns have been forwarded for additional review We regret any difficulty Mr*** may have experienced with the replacement of his malfunctioning Sprint device. Our records reflect that Mr*** took his device to one of our service and repair centers on September 8, 2016, and that a replacement device was ordered for him, pursuant to the terms of the one-year manufacturer’s warranty. Our records further reflect that Mr*** was offered a $credit to his Sprint account to compensate him for the delay with that replacement device, which he accepted and we applied that credit on that date. Mr*** received and activated his replacement device on September 13, We contacted Mr*** on September 15, 2016, and confirmed the actions referenced above with him. Mr*** continued to voice his dissatisfaction with our not proactively notifying Sprint customers with his device model that they could be affected by the reported defect. We invited him to log on to the Sprint website at www.sprint.com in an effort to provide the area used to display device known issues. Although he agreed and we were able to locate the information in question, he continued to disagree with our defective device protocol. We invited him to review our device warranty protocol, which can also be reviewed with our Terms and Conditions of Service on our website at www.sprint.com/termsandconditions. As such, we must respectfully decline his device credit request While it is our goal to bring all concerns brought to our attention to amicable resolution, we regret that we have been unable to do so in this case. However, we are confident that we have not deviated from the previously-referenced device warranty protocol and that we have addressed this matter to the best of our ability On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***, and we appreciate his continued business. If we can be of further assistance with this issue, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell ** *** **Executive Services Analyst

August 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the inquiry received, Mr*** is disputing the $balance on his canceled Sprint account. According to the information received he stated that he cancelled services due to his dissatisfaction with the coverage in his service area. Mr*** also stated that he brought his own devices and therefore should not be billed any Early Termination Fees. As such, he is requesting the balance to be waived 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 Mr*** accepted a Sprint service agreement on March 27, 2017, and consented to retain services for two years from that date. As a benefit of his agreement, we provided him with a discount and/or rebate off of the cost of his new device purchase. Therefore, because he ported-out his service effective July 10, 2017, prior to the fulfillment of the agreed-upon term, his account was cancelled and automatically assessed a $Early Termination Fee. We spoke with Mr*** on August 21, 2017, and discussed the aforementioned information. Although no credit is warranted, Sprint has agreed to credit the Early Termination Fees and finalized his account with a zero balance. With this action, Mr*** confirmed his inquiry to be fully addressed and resolved We appreciate Mr*** taking time to provide details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the decision that led Mr*** to cancel his account. 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 A 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 11427861, and find that this resolution is satisfactory to me
Regards,
*** ***

March 30,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account XXXXX4560, *** *** Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above referenced inquiryWe appreciate
your assistance in bringing our customers’ concern to our attention
According to the information received, Ms*** stated that her device fell in a washer and was submerged in water for less than minutesShe stated that the device is supposed to be water resistant in up to feet of water for minutesShe stated she was advised to visit a Sprint service and repair center where it would be repaired at no charge, since she has Total Equipment ProtectionShe was advised by the store representative that the phone was damaged and she would have to file an insurance claim and a $deductible would applyShe is requesting a replacement device, as she believes the device was defective to begin with
All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyOur records reflect that Ms*** subscribes to Sprint Total Equipment Protection (TEP) on her telephone numberTherefore, 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 visitsIf the problem with her device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
Further, our records show that the device currently active on Ms*** number is water resistant for up to meter of waterHowever, as stated in the user guide, no device is impervious to water damage in any situationWe attempted to contact Ms*** via email and telephone on March 22, and 23, and 24, 2016, but were unsuccessful in reaching herIn addition, a letter was sent to her billing address on March 24, Unfortunately, we have not received a return callIf Ms*** would like further assistance with this matter, we encourage her to contact us at her earliest convenience at the number referenced below
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,
*** *
Executive Services Analyst

August 3, 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 received, Ms*** states that she was offered the iPhone Lease One, Get One (LOGO) promotion at one of our 3rd party retailers. However, Ms*** stated that she has not received the promotion as offered. She is seeking the credits offered at time of purchase to be applied Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret any misinformation Ms*** may have received regarding our device promotional offers. The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area 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 pricingAs stated in our now expired Lease One iPhone or Plus (128GB or 256GB) and Get Another Lease On Us, customers’ must add new lines of service or one upgrade with one new line of service on an month lease agreement in order to qualify. In addition, our percent off competitors plan do not qualify as well as any other device promotional offersOur records reflect that MsSingh does not qualify for the promotion due to the Month Lease Agreements she elected and because she is on a percent off competitor service plan We spoke to Ms*** on August 1, 2017, and advised her of the aforementioned details. Although we maintain that no credit is warranted, due to any possible misinformation and in an effort to bring about an amicable resolution, we agreed to apply a one-time lump sum adjustment of $to emulate the $service credit that would apply monthly for the remaining months. Please note that account credits are not applied toward equipment installment billing or lease charges. Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date. Ms*** confirmed her inquiry has been fully addressed and resolved If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

March 2, 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 filed by Mr*** *** on behalf of account holder, Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr*** states that he has been unsuccessful at obtaining a copy of his final invoice from Sprint. As a result, he is requesting Sprint mail him a copy of his final invoice We are pleased to inform you that we have resolved this matter to Mr***’s satisfactionOn March 2, 2017, we sent a copy of his September through December invoicesHe should allow up to ten days for receipt. We appreciate Mr*** for providing us with the details of his experience. We are seeking ways to improve the quality of service provided to our customers. We apologize for the manner in which his concerns have been handled and assure you that Sprint is committed to providing excellent service on every contact, with every customer, and prides itself in the telecommunications industry as “the standard by which all others are measured”. Feedback, such as his, is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If I can be of further assistance with this matter, Mr*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Sean JExecutive Analyst

July 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she has not received the American (AMEX) reward cards for switching services to Sprint in February 2015. She indicates that she recently received notification that only one reward card was processed and she is seeking immediate processing of the remaining balance owed We regret the circumstances that prompted Ms***’s complaintAlthough we weren’t able to speak with her directly, we were able to communicate via email regarding the AMEX reward cards. Our records indicate that Ms*** ported in two lines to Sprint in February 2015. However, the numbers were not registered for the Switch to Sprint offer as outlined in the terms of this promotion until recently. We determined that one AMEX reward card was issued for $for line (xxx) xxx-***; however, this line actually reflected a $Early Termination Fee. As a result, an additional $AMEX reward card was processed for the same line. Line (xxx) xxx-*** was also recently approved for $150. All three cards should be received within to business days. Based on any misunderstanding that may have occurred regarding the promotional offer and registration process, a $goodwill credit was applied to Ms***’s account We appreciate Ms*** for taking time to provide details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We apologize for any inconvenience Ms*** may have experienced as a result of this matter. Should she need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Sprint Executive Analyst