Sprint Corporation

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To
Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed his dissatisfaction with the inability to receive the Visa Reward Cards as part of Sprint’s Contract Buyout promotionMr*** requested that Sprint review this matter and honor the above promotion. Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer. As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday. Our records indicate that Mr*** established services with Sprint on March 11, 2017, by portiphone lines ending in ***, ***, *** and *** Upon the activation of service, Mr*** tradher previous wireless service provider’s devices at the Sprint Retail Store location and did not receive any buyback credits towards the purchase of new devices. However, our records indicate that Mr*** did not complete the Contract Buyout registration for the aforementioned phone linesAs a result, we are unable to process Mr***’s Visa Reward Cards at this time and we recommend that he submits his final billing statement from his previous wireless service provider in order for us to honor the above promotion Our records further indicate that we received Mr***’s final billing statement from his previous wireless service provider on May 26, 2017. As such, we processed Visa Reward Cards totaling $for phone lines ending in ***, ***, and ***. In addition, a Visa Reward Card in the amount of $was processed for phone line ending in ***. These Visa Reward Cards were scheduled to be delivered to his billing address on file on or before June 5, 2017. Mr*** may check the most up-to-date status online via our website, www.sprint.com/jointoday We spoke with Mr*** on May 30, 2017, to discuss his concerns in detail and relayed the aforementioned information to himAccordingly, Mr*** informed us that this matter has been addressed to his satisfaction and he expressed his understanding with the information provided to him. We regret any inconvenience that Mr*** may have experienced while attempting to resolve this matter. If we can be of further assistance, Mr*** 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

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. According to the information received, Ms*** stated that she made the decision to open an
account with Sprint to take advantage of our “Switch to Sprint”” promotion. She stated that at the point of sale, she selected two Galaxy Note 5’s because there was a promotional offer in which she would receive two Samsung Gear VR headsets at no additional costShe stated that the representative informed her that the headsets were on backorder and it could take up to two months for her to receive themIn addition, she stated that she was advised that her cancellation fees from her previous carrier would be paid as part of the promotion and they were not paid. She stated that she has since been advised that she was suppose to register for the “Switch To Sprint” promotion as well as for the headsetsShe stated that she was not advised of this at the point of saleIn addition, she stated that she was put on the incorrect service plan which caused her account to be assessed overage chargesShe stated that she contacted Samsung regarding the headsets and was unable to get a resolutionShe stated that she has contacted Customer Care and the representative at the retail store location on multiple occasions and has been unsuccessful in getting a resolution to the above-referenced issuesIn addition, she stated her dissatisfaction with the level of customer service she has receivedShe is requesting a resolution to these issues. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing As stated in our past Switch to Sprint promotion, customers who port their number from another postpaid carrier and activate new service with Sprint 24-Month Installments, Sprint Leasing, certified Preowned or full SRP devices are eligible to get their Early Termination Fee (ETF) and/or Equipment Installment Balance reimbursed on an American Express Reward Card. In order to be eligible to receive the offer, customers must register for the American Express Reward Card at www.sprint.com/joinsprint within days of switchingThey must also upload their final wireless bill from their previous carrier showing their ETF or Installment Billing balance, their Sprint account must remain active and in good standing and they must turn in their device from their previous carrier Our records reflect that Ms*** met the requirements to receive the promotional offer for the Samsung Gear VR headsets. In addition, Ms*** account was assessed data overages charges on her July and August invoices totaling $181.75. Further, Ms***’s service plan was changed to the Unlimited Freedom plan on August 26, 2016, to ensure that she does not encounter any further overage charges. We spoke to Ms*** on September 23, 2016, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to credit the data overage charges in the amount of $In addition, we offered to credit the account $200, which is equal to the retail price of two Samsung Gear VR headsets. Ms*** accepted our offer and credit in the amount of $was applied to her account. We advised Ms*** that if she would provide us a copy of the invoice indicating the cancellation fees from her previous carrier, we would attempt to get her an American Express Reward Card for the cancellation fees We appreciate Ms***’s feedback regarding her interactions with our Sprint retail store and 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 will utilize her input to improve our training and processes. We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, *** * Executive Services Analyst

March 14,
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 the concern of Ms***
*** to our attentionWe apologize for any inconvenience that she may have experienced in this matterAccording to the information provided in the complaint, Ms*** is disputing the service charges reflected on her cancelled account
During our discussions with Ms***, she requested an account credit to offset unused service charges reflected on her cancelled accountShe also indicated that she returned her phone to Sprint and requested an account credit to offset its lease cancellation chargesDuring our discussions with her, we advised her that in accordance with the Terms and Conditions of Service that she agreed to when establishing her account, monthly service charges are not prorated if her service is cancelled before the end of the billing cycleTherefore, the account service charges reflected on her account are validFurthermore, an account credit to offset phone cancellation charges is not applicable if the service is cancelled past the day Satisfaction Guarantee timeframeUnfortunately, we were also unable to verify the return of the phone previously activated on her accountHowever, in an effort to reach an amicable resolution, and as an exception to our above-referenced Terms and Conditions of Service, we applied $in account credits to offset unused monthly service charges and one-half of her phone’s lease cancellation charges reflected on her accountThe applied credits included taxes, applicable fees and surchargesConsequently, her account is closed with a zero balanceMs*** stated that the matter was resolved
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 S
Executive Services Analyst

January 27,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on December 30, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she was improperly charged for certain third-party content and has requested that Sprint credit her account in an amount equal to the disputed portion of the invoices
Sprint has reviewed Ms***’s complaintDuring our conversation with Ms*** on January 17, 2017, we explained that our records indicate that the third-party content was subscribed to and purchased through Google Play on her phone number ending in *** as reflected on her November 25, and December 25, invoicesAlthough we consider the charges valid, to resolve the matter, Ms***’s account was credited a total of $for the disputed amounts reflected on her November and December, billing statementsAs a result of Ms***’s election to cancel services, we are unable to unsubscribe the above-mentioned phone number from the disputed third-party provider or block all third-party content for the aforementioned phone numberMs*** expressed her satisfaction with this outcome
Sprint regrets any inconvenience Ms*** may have experienced while attempting to resolve this issueIf we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

June 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advised that she contacted our Customer Care group in February 2017, and requested to cancel her account; however, her request was not processed and she was billed additional monthly recurring charges. As a result, Ms*** is requesting that we cancel the account, credit any additional charges she may have incurred and remove any negative remarks from her credit report We apologize for any misunderstanding that may have occurred regarding this matter. Additionally, although we were unable to confirm her request to cancel her account in February 2017, in an effort to resolve her concerns and due to no usage since February 20, 2017, we applied credits totaling $to offset all of the monthly service charges she incurred since she stopped using the service. As a result, the account is closed and reflects a zero balance We were unable to reach Ms*** at the contact information provided in her complaint. Additionally, we mailed a letter to the address provided; however, we have not received a response to our contact attempts. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her account. We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

Tell us why here...September 26,
Consumer Specialist
Kansas City Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case # ***, *** ***
Sprint Account # ***
Sprint Case # ***
To Whom It May Concern,
Sprint is in receipt
of the above-referenced complaint of *** *** submitted on August 30, We appreciate your assistance in bringing our customer’s concern to our attention
In Mr***’s filing, he expresses his dissatisfaction with an unauthorized third-party attempting to add a new line of service on his accountAccording to Mr***, an attempt to add a new line of service on his account was identified by our Fraud Management groupHowever, Mr*** asserts that due to his account not properly being protected by Sprint, his phone number was later ported-out to another wireless service provider without his consentMr*** also expressed concern that the third-party has engaged in other forms of identity theft using his identity that may have been acquired from SprintMr*** requested that Sprint investigate these matters and take the appropriate action
Sprint has reviewed Mr***’s complaintOur Fraud Management group performed an investigation on Mr***’s account in August and determined that a line of service was fraudulently established on the account by an unknown third-partyPlease note that the fraudulent line of service was cancelled, and our Fraud Management group has applied the appropriate adjustments to negate the fraudulent charges
With respect to Mr***’s concern regarding the porting of his phone number ending in ***, our records indicate that the line of service was ported from Sprint to another wireless service provider on August 25, We note that Number Portability process is regulated by the Federal Communications Commission (FCC) and Sprint strictly complies with that processUnder that process, in order for a carrier to initiate a port on behalf of a customer, the customer must provide pertinent billing information regarding the account from which the number is to be portedThe pertinent information may include, but is not limited to, the account number, account holder's name, phone number, the 5-digit ZIP code, and passcode or PIN that is referenced on that accountThe information provided is then input into a port request, which is then transmitted to the customer’s existing carrierThe existing carrier verifies that the number to be ported is associated with the account and that the account information provided in the port request matches the information in their account recordsIf the information is accurate, the port will be approved in accordance with FCC guidelines
Based on our investigation, we determined that pertinent information was provided to the new wireless service providerAs such, Sprint considers the port to be validHowever, on August 29, 2017, Sprint was able to retrieve the phone number ending in ***, which was ported back to Mr***’s Sprint account
Sprint also investigated Mr***’s concern that his information was compromised through his Sprint.com accountBased on our investigation, we are unable to substantiate Mr***’s concernHis personal information may have been compromised though other means, and we recommend that Mr*** work with local law enforcement regarding this concern
In an effort to ensure that Sprint has satisfactorily resolved Mr***’s account concerns, we attempted, without success, to contact him via phone and email on September 5, 13, and 15, We also sent him a letter to the address on file advising him of our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a response from Mr***We take measures to verify that a person is authorized to make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we make any changes to the accountWe look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his accountMr*** should have his account’s security information available when he contacts the undersigned
We regret any inconvenience Mr*** may have experiencedIf I may be of further assistance, Mr*** may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time
Sincerely,
/s/ *** *
*** *
Executive & Regulatory Services

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed dissatisfaction with the level of customer service that he received from our customer care representatives while trying to resolve his price plan and device issues. Mr*** said his device was sent out for repairs, and he called Customer Care to activate one of his old devices as he was not provided a loaner device to useHe said the representative told him about the unlimited plan, that it will and said it would only be $more than what he was currently payingMr*** said the representative did not allow him to say no and he thinks he was forced into saying yes to the plan change On April 27, 2017, Mr*** said he checked the new plan change and saw his bill is $instead of the $he was paying previouslyHe then called Customer Care on April 28, 2017, and spoke with a supervisor. The supervisor said all they could do was apologize. Mr*** also said when he gave his LG device to be repaired, it was unlocked and now the replacement he was provided is not unlocked. Mr*** is requesting that we unlock his device, and also give him his old plan back, or a better plan Our record reflects that Mr***’s plan was changed from our 40GB High-speed Data Share plan for $per month on April 28, 2017, to our Unlimited Freedom plan with lines 3-free for $through January 31, Unfortunately, he was put on the wrong plan for $instead of $We were able to change his plan to the 40GB data share plan for $effective May 24, 2017. We also unlocked the LG deviceDuring our May 16, 2017, conversation with Mr***, the information was explained to himMr*** said he would like to stay on the Unlimited Freedom plan, as he was told by customer service supervisor the discount will go into effect on his next invoiceWe informed Mr*** we will review his next invoice to make sure and he accepted. He thanked us for our help Sprint will unlock a device if any associated with 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. We appreciate Mr*** for taking time to provide details of his experience with our customer 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 Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr*** 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

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We regret that Mr*** has again contacted your agency In his original filing, Mr*** expressed his dissatisfaction with a Sprint television advertisement that referenced the term “unlimited” to describe some of our services but goes on to suggest that those services are limited. In his rebuttal, he reiterated that dispute by providing a dictionary reference to the term “unlimited.” We again regret any possible misunderstanding that may have occurred in regard to our referenced advertisement. As reflected in our April 26, 2017, response to Mr***’s initial inquiry, we were unable to identify a Sprint error in this matter. Sprint is proud to offer our Unlimited Freedom PlanThe marketed promotional materials related to that plan discussed our offering unlimited talk, text messaging, and data services for up to four lines of service, as well as additional details about the promotion During our April 20, 2017, e-mail conversation with Mr***, and subsequent correspondence we confirmed that our advertising is correct and valid. Our reference to “unlimited” denotes the number voice minutes, number of text messages, and number of data kilobytes available per month to customers on that rate plan and is not a reference to all networks, attachments, data speeds, or any absence of restraint. While Mr*** remains dissatisfied with our response to his inquiries, we believe that we have addressed his reported concerns fully and have clarified the terms of the referenced rate plan. Regrettably, he expressed a continued dissatisfaction with our position. In an effort to reevaluate our position, we forwarded Mr***’s dispute to our executive management team, and we sustain that, although it is our goal to meet the expectations of our customers and potential customers, we clearly cannot provide a service absent of all restraint, as requested by Mr***. As such, our position remains unchanged We appreciate Mr***’s candid feedback related to our advertising strategy and have forwarded that information to the appropriate managerial and marketing teams for additional review and possible future changes. However, if we can be of further assistance with this issue, Mr*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

March 27, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***:
On March 21, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** stated that she canceled her account due to dropped calls and returned her device; however, she continues to be billed for the returned device and for services she did not request. We appreciate your assistance in bringing Ms***’s concerns to our attention We contacted Ms*** on March 27, 2017, to discuss her concerns in detail. At that time, we confirmed that credits totaling $were applied to her account on March 20, 2017, to offset the lease cancellation charges associated with the telephone line ending in *** and the charges associated with the telephone lines ending in *** and ***. As a result of these credits, the canceled account reflects a zero balance We appreciate Ms*** for taking the time to provide us with the details of her experience with Sprint. 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 have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms***. If additional assistance is required, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

August 22, 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*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a billing issue. Ms*** stated she purchased an iPhone 5s device and did not pay anything as she signed up for two-year term agreementShe further advised she was not aware of any subsidized fees; however, she realized she has been paying the $fee for the past fourteen months on her invoice. Ms*** stated she then contacted customer service and was given credits for the past fourteen months, and the representative refused to apply credits for the remaining ten months. She is requesting to have the credits applied to her account, for the remaining ten months Our records reflect that Ms*** purchased a device on June 13, 2016, on a two-year term agreement. Furthermore, we determined line ###-###-#### was charged $subsidized fee, due to the promotional plan Ms*** is on, a discounted device is not compatible During our August 2017, conversation with Ms***, the information outlined above was explained to her. Ms*** reiterated her dissatisfaction with her experience. Due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we offered to apply $courtesy credit to offset the $subsidized fees for the remaining ten months. Ms*** accepted our offer to retain her service with Sprint We appreciate Ms*** for taking time to provide details of her experience with our customer 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 we are happy that we were able to resolve Ms***’s issue. If we can be of further assistance with this matter, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[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]Tehara never told me that I had days like previously statedI am in the process of changing providersI do not agree with the resolution seeing that my original contract stated that they would check my credit after the first yearSprint has yet to ask to see the contractSprint doesn't care about their customersThey are only concern with making money and not doing what's right for the customerSprint is very rude and they lack customer service skillsI will never do business with Sprint ever again.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

July 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: File ***, *** *** on behalf of *** ***
Account XXXXX***
Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on June 25, We appreciate your assistance in bringing our customers’ concern to our attention
According to the information provided, Ms***, an authorized user on the above account, expressed her dissatisfaction with her plan pricing, after she upgraded a device on the above referenced accountMs*** requested that Sprint review this matter, and provide her with an explanation of account charges and a return kit for the device upgraded
With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes
Based on our research, our records reflect that Ms*** was placed on the promotional service plan that was offeredHowever, she stated that she believed that the quote provided at the time she agreed to the new service plan was all inclusiveMs*** was advised that the quote provided did not include the current Lease and Installment agreements, which are in excess of $per monthHowever, due to any misunderstanding that may have occurred, she was offered and accepted a one-time account credit of $to offset a portion of her account balanceFurther, she was offered and accepted a plan change to Sprint’s 15GB 50% off competitor plan
On July 14, 2016, we reached out to Ms*** directly to discuss her concerns in detailMs*** advised Sprint that she is in receipt of the return kit and is satisfied by the reflected balance on the above referenced account as of the invoice dated July 1, Ms*** confirmed that this matter has been resolved to the best of our ability and that she has no further concernsWe regret any inconvenience that this matter may have caused Ms***
If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on June 11, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with the final balance reflected on her closed Sprint accountSpecifically, stating that she settled the outstanding account balance with the outside collections agency, AFNI. Ms*** further stated that she contacted Sprint’s Customer Care group and was informed that her account would be satisfied if she settled with the outside collections agency. However, after settling the past due balance, Ms*** attempted to re-establish service with Sprint, without success. Therefore, Ms*** requested that Sprint review this matter and ensure that all negative reporting is removed from the credit bureaus Sprint has reviewed Ms***’s complaint and notes that after thoroughly reviewing our records, we have been unable to locate an account with the information providedTo help us research Ms***’s issue, we request that she provides us with additional information, such as a Sprint account number or phone number. In some instances, we may also be able to locate her account information using the Electronic Serial Number (ESN) from her device, if available. In an effort to further discuss this matter with Ms***, we attempted to contact her via phone and e-mail on July 3, and of 2017, and mailed a letter to the address on file on July 10, 2017, advising her of our receipt of her complaint and our need to speak with her directly. Unfortunately, we have not received a return call from Ms***. Therefore, we continued with our contact efforts to Ms*** on July 17, 2017, without success. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts the undersigned We regret any in convenience this matter may have caused Ms***. If Ms*** would like to further discuss this matter, she can contact our Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Eastern Time. Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

November 9,
Revdex.com
*** *** *** *** ***
*** *** ** ***
Re: Revdex.com Case ***, *** ***
Sprint Account ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-noted inquiry of Ms
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** expressed her dissatisfaction with our repeatedly double charging her for device accessories purchased at our retail locations, citing that we have informed her that our payment processing systems but that she has not yet received a refund owed to her for the most-recent overcharged interactionMs*** requested that we provide a $refund for the overcharge
We appreciate Ms***’s providing details of her experience with our payment processes and retail representativesWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review
During our conversation with Ms*** on November 8, 2016, we requested that she provide a copy of her bank statement reflecting the $duplicate transaction referenced in her inquiryShe forwarded that information to us on November 9, 2016, and we forwarded the documentation to our Finance department for further review
Based on the information provided by Ms***, representatives of our Finance team required additional documentation in order to process her requested refundAs such, during our subsequent follcall to her on November 9, 2016, we provided the response form our Finance department and, in an effort to expedite resolution of her reported issues, we offered to apply a $service credit to her Sprint account in lieu of the requested refund as a demonstrate our commitment to excellenceMs*** accepted our offer, and we applied the credit to her account as agreedShe indicated satisfaction with our actions
We regret any inconvenience these matters may have caused but pleased that we were able to resolve Ms***’s concerns to her satisfactionIf we can be of further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext####I am available Monday through Friday between 7:a.mand 4:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

Latoya had stated several times that their records do not go back to January so she is unable to confirm that I called several times, yet every rep that I spoke with stated they could see that I was correct and should not have been billedThey stated they would submit a dispute to have it correctedAnd every time I called to check the status, I was told the bill was for something differentWhen I called in January, I asked to confirm that when I paid my bill on 1/15/that it was my final bill and was told that yes it would beI don't appreciate their fraudulent business practices of making up different reasons for billing people when they discontinue service after fulfilling the terms of the contractFurthermore, I abided by the contract despite being charged $a month more than I was quoted for two years.
Complaint: ***
I am rejecting this response because:
Regards,
Stacey R***

March 7, Revdex.com of Greater Kansas City 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** states that she has been experiencing billing issues because her initially ordered devices were undelivered due to an incorrect billing address. In addition, she states that she has yet to receive her $contract buyout gift cards. As a result, she is requesting all billing errors be corrected. She is also requesting that her gift cards be sent 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 website 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 We spoke with Ms*** on March 7, 2017. In an effort to resolve this matter, we informed her that we have applied a lump sum credit to her account to make up for the full device charge on one of the two iPhone 6s devices to honor the BOGO promotional offer. She was also informed that a $account credit was applied for the months worth of monthly installment charges for the device, leaving her balance at a surplus of $68.76. And last, because Mr*** states she has not received the gift cards that were previously mailed to her, we have re-processed and mailed the gift cards for our contract buyout promotion. She will receive them in to days from the February 24, 2017. She accepted our resolution. Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####, extension ***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case ***,
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** cited her dissatisfaction with the level of customer service received from our representatives during his attempts to resolve an issue regarding network service in her home service area. Ms*** noted that she was provided an Airave signal boost device and it stopped working. Ms*** feels she is not getting the service she is paying and requested to be allowed to cancel without being assessed any fees We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial teams for further review We regret that coverage in Ms***’s home service area is falling short of her wireless communication needs or expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. The specific network coverage depends on the radio transmissions your device can pick up and services chosen. A member of Sprint’s escalation management team contacted Ms*** on August 25, and advised that she is in a fair coverage area and extended an offer to allow her to cancel her Sprint account with the return of the undamaged devices associated with her account. Ms*** advised that she would think about the offer and contact other carriers to review offers. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance related to this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, 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, Mr*** stated that he signed up for automatic payment due to a $discount per line offer presented online at www.sprint.com at the time of upgrade of one of the lines of service on his account. When he contacted our Customer Care representatives to inquire about the incentive, he was informed that the $discount was not applicable due to the discounted service plan provisioned on his account. Mr*** indicated that his attempts to resolve this matter have resulted in unfavorable customer service experiences. As a result, he is requesting that the $per line discount be honored We regret any possible misunderstanding that this matter may have caused. We spoke with Mr*** on August 18, 2017, regarding this issue, and as a result, he forwarded a copy of the information he received at the time of upgrade, which reflected the $discount per line offer with the siof automatic payment. Further, based on a review of our records, we determined that the $per line discount with the siof automatic payment is applicable with the discounted percent competitor service plan on Mr***’s account. We attempted to reach Mr*** again today but received his voicemail where we left a message informing him that we will monitor the next 1-invoices, and if the $discount does not systematically apply, we will manually apply a $per line discount for each of the four lines of service on his account for months. This will result in a $credit to the account if the systematic credit does not apply We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused. Should there be any additional questions or concerns with this issue, Mr*** can contact me 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

Ms***’s filing expressed her dissatisfaction with the level of customer service she received from our Customer Care group when she attempted to remit a payment on her accountAccording to Ms***, she stated that she was provided with the incorrect payment information and was assured
that her service would not be interruptedHowever, her service was interrupted due to the misinformation providedIn addition, Ms*** stated that she signed up for the free 32" *** TV promotion, which she has not receivedAdditionally, Ms*** expressed her dissatisfaction with her employee discount not being applied to her accountMs*** requested that Sprint review this matter
We appreciate Ms*** taking the time to provide us with the details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value your feedback and that your concerns have been forwarded to the appropriate managerial staff for further review
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** contacted our Customer Care group on January 15, 2016, and reported that she was unable to remit a payment via our website, www.sprint.com due to the payment option being disabled for hoursOur records show that Ms*** was advised that her service would be interrupted unless a payment of $was remitted to her account immediately Thereafter, Ms***’s account was interrupted on January 17, 2016, for non-paymentOur records show on January 17, 2016, Ms*** remitted a payment of $to her account, which restored her service
With regard to the *** TV promotion, customers that purchased or leased a *** Galaxy S6, *** Galaxy Sedge, *** Galaxy Sedge+ and *** Galaxy Note devices at selected retail channels by December 24, are eligible to receive a *** 32” Inch TV
Please be advised that there are certain criteria’s to receive the promotionCustomers must register by December 31, Upon the completion of registration, *** will verify the customers claim within 2-weeks and TVs will ship beginning on January 26, Customers that registered and received confirmation and/or shipping notice will receive TV within the standard timeframeAll shipments are expected to be delivered by end of February According to our records, on December 19, 2015, Ms*** purchased a *** Galaxy S deviceAdditionally, Ms*** received an email confirming that her registration was successful
Sprint notes, on December 19, 2015, Ms*** activated her account and requested to add the monthly discount through her employerOn January 21, 2016, we advised Ms*** that the verification time limit has expired and was instructed to re-verify her employee discountPlease be advised that the employee discount was applied to her account on January 28,
In an effort to amicably resolve this matter, we spoke to Ms*** on February 8, 2016, and apologized for any misunderstanding that may have occurredFurthermore, we advised Ms*** of our findingsDuring our conversation, Ms*** confirmed that she received her first email confirmation on her submission for the free TV has been submitted successfullyMs*** was advised to visit www.***promotions.com/***TVFlashSale to check the statusMs*** accepted the resolution and confirmed she has no further concernsWe apologize for any inconvenience this matter may have caused Ms***