Sprint Corporation

January 26,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Mr***
***We appreciate your assistance in bringing Mr***'s concerns to our attention
In the information received, Mr*** indicated that he was dissatisfied with the level of service that he received via a representative from one of our Sprint authorized third-party retail storesIn addition, he experienced dropped calls while using Sprint service within his local calling areaFurther, he expressed dissatisfaction with phone features, specifically an inability to use network voice and data services at the same timeFinally, he advised that his invoice balance was higher than the $that he expectedAs a result, he attempted to return the devices to the retail store via the Sprint Satisfaction GuaranteeUnfortunately, the return was not acceptedMr*** advised that he contacted Sprint and was able to receive a prepaid shipping label for the return of the devices, and expressed dissatisfaction with the delay in processing the returnHe requested that Sprint complete the Sprint Satisfaction Guarantee return that he requested
Technical issues can occur any time that the radio signal between our network and a wireless device is interrupted or blocked by natural, man-made, or weather-related obstructions, when traffic spikes to exceed capacity, and when multiple or conflicting transactions occur within a deviceAlthough these technical issues are not necessarily the result of a Sprint error, we understand that such issues are a frustrating aspect of wireless communicationIn addition, the simultaneous use of voice and data services is not a feature that was offered by Sprint or purchased by our customerAs a result, we publish coverage maps with general signal informationFurther, we offer the Sprint Satisfaction Guarantee, which allows our customers to test their recently purchased device and Sprint service for a specified period of timeFinally, Sprint is continuously monitoring and improving our networkEach time that a call is dropped, information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage
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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
Our research revealed that Mr*** selected the Sprint Gigabyte (GB) Shared Data plan to share between four phones for $per month plus taxes, surcharges, and additional purchasesIn addition, he leased four Samsung Galaxy Sdevices for $per month eachHis invoiced charges matched his selection
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policyCustomers may return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf the selected service plan required a subscriber agreement, no termination fee is charged when canceled within days of activation and the product is returned complete and undamagedCustomers who purchased their device via an installment agreement, such as Sprint Easy Pay or Sprint Lease, and return their device will be billed the remaining device balanceThe remaining balance will be credited when the device is received and processed by Sprint
With the Sprint Satisfaction Guarantee, we will refund any activation fees for returns completed within three days of activationCustomers are responsible for all monthly service charges, access and airtime charges, and related taxes, surcharges and fees accrued through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on a final invoiceThis policy may not reflect the return policies of our authorized third-party dealers or retailersFor additional information on the Sprint Satisfaction Guarantee, please visit our website at www.sprint.com/guarantee
We regret that Mr*** experienced difficulty, and that the third-party retailer did not offer the guaranteeAs Mr*** advised, Sprint made an effort to resolve his concerns by facilitating a return that emulated the Sprint Satisfaction GuaranteeWe regret any delay in facilitating this return; however, we would note that the return required manual processing, as this exception was not part of our procedure
With the information in Mr*** provided, we were able to identify the retail representative involved in the original sale and return attemptPlease be assured that this experience is not indicative of the level of service we expect from our representativesThe feedback that he provided regarding his experience will be forwarded to the appropriate management staff empowered to make changes in this area
We are pleased to inform you that the return was completed on January 15, Currently, Mr*** account reflects a $credit balanceDuring our January 25, 2016, conversation with Mr***, he expressed satisfaction with our resolution
If we can be of any further assistance in this matter, Mr*** can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case ***I am available from a.mto p.m., Central Time, Monday through Friday
Sincerely,
Stan S
Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I want to point out that they were extremely useless in regards to returning my phone They sent me incorrect packaging but I used it anyway because *** was rude and the phone kept turning on by itself like it was possessed I'm willing to close this but I am not satisfied with how it was handled
Regards,
*** ***

January 19, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint *** *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above referenced inquiry of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** stated that in September 2016, he upgraded his two devices and was advised that he qualified for the iPhone on Us promotion and would receive a monthly credit of $with the traof his two devices. Mr*** stated that he tradboth devices; however, he only received one of the promotional credits. As a result, he is requesting that we honor the offer and apply the promotional credits to both of his subscriptions In our effort to provide clear communication about our devices, features 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. During our conversation with Mr***, we apologized for any inconvenience he may have experienced as a result of this issue. Further, we advised him that our records reflect that when he upgrade his two devices he signed up for the iPhone on Us promotion which provides a monthly statement credit of $with the traof an eligible device. We advised Mr*** that we have confirmed that he qualifies for the offer on both of his subscriptions; however, one of the devices he elected was on backorder and the order was not fulfilled until October 25, 2016. The promotional credits can take up to billing cycles to be appliedMr*** accepted our explanation and is satisfied with the resolution. 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

[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,
Gabriela ***

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms*** to contact your office once again In the additional information provided, Ms*** stated that she returned her two devices; however, she has not received the promised adjustments to waive the Early Termination Fee and the lease cancellation chargesAs a result, she is requesting to have the charges removed During our subsequent conversation with Ms*** on July 17, 2017, we explained that our records reflect that the devices associated with phone numbers ending in *** and *** were confirmed as received in our warehouse on June 21, As a result, the Early Termination Fee and lease cancellation charges for those devices were removed. We informed Ms*** that her balance owed on her account is for the monthly service charges on her May and June invoices. As outlined in our Terms and Conditions of Services, Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Our records reflect that Ms*** cancelled her service on June 8, 2017, and her account was billed the monthly service charges until the end of her billing period July 4, 2017, as outlined above. However, in an effort to bring about an amicable resolution to this matter, we offered to provide a service credit in the amount of $to offset the monthly service charges reflected on her June invoice. As a result, her account is closed and reflects a balance owed in the amount of $225.75. Ms*** confirmed that her issue is resolved We regret the circumstances that led to her decision to cancel her services If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** F* FExecutive Services Analyst

February 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 Mr*** *** filed on behalf of Sprint accountholder Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** advised that we are not honoring the terms of a promotional equipment pricing offer presented to him and Ms*** during a recent device upgrade. He requested that we correct Ms***’s monthly equipment billing to match the promotional offer and provide a refund for the erroneous charges paid thus far. We regret any possible misunderstanding that may have occurred in regard to our noted referenced iPhone Trapromotional offer. Our Marketing department works diligently to ensure that our mass-media, website, and other marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide. Our records reflect that Ms*** traded in iPhone devices to participate in the referenced promotion on September 30, 2016; however, although we confirmed that she met the qualifications for that offer, the promotional credits have not applied to her Sprint account. Our records further reflect that Ms*** contacted our online Chat team on January 18, 2017, and that her billing concerns were escalated to our promotions fulfillment department for further review. Representatives of that team also determined that Ms*** met the qualifying criteria for the promotional offer but that an unknown systems anomaly was preventing the monthly device installment credits from applying to her monthly device installment charges. To remedy the matter, we applied one-time credits totaling $2,to Ms***’s Sprint account to offset the full value of the remaining promotional credits for her four iPhone devices purchased in September on January 30, During our February 1, 2017, discussion with Ms***, she provided her account authentication information and authorized us to speak with the complainant, Mr*** ***. We explained the information outlined above and that we were continuing to work with the promotions fulfillment team to determine the status of the remaining credits due for the disputed amounts already assessed and paid. Mr*** agreed to a follas additional information became available We attempted to contact the ***s on February 8, 2017, to advise that we terminated the equipment installment billing purchase agreements associated with Ms***’s four referenced devices to prevent further billing for those devices and applied additional credits totaling $to her account to offset the disputed monthly device charges of $previously assessed from October to current. Unfortunately, we were unable to speak with Mror Ms*** at that time; however, we trust that the actions noted above have completely resolved this matter to their satisfaction We appreciate Mr***’s taking time to provide the details of his and Ms***’s experiences with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience these matters may have caused the ***s and for the delay in bringing their reported concerns to resolution. If we can be of further assistance with these issues, or if Mror Ms*** would like to discuss our actions in further detail, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell ** *** **Executive Services Analyst

May 11, 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 supplemental inquiry filed by Mr*** *** in response to our April 25, 2017, response to his inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention once again. According to the information provided, Mr*** rejected our response and again expressed dissatisfaction by stating that he is paying more than he signed up for. Mr*** requested his monthly charge reviewed With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. 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. Upon further account review, Mr*** signed up for Sprint service on March 8, 2017, we maintain that he subscribed to the promotional Unlimited Freedom plan for lines of service, at $before $per line auto-pay discount, device charges and taxes, through March 31, 2018. No changes have been made to his service plan since he signed up. We made additional unsuccessful attempts to contact Mr*** on May and 4, 2017, in order to discuss his basic monthly service charges as indicated above. We regret his dissatisfaction, however, we uphold the terms of the promotional offer, which remains valid until March 31, 2018. We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

January 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** R*** Sprint Account XXXXXX***, *** C*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the inquiry filed by Ms*** ***, filed on behalf of the account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advises that she recently ordered an iPhone 7, and despite providing the shipping address multiple times, it was mailed to the wrong address, and she did not receive it. Therefore, she is requesting that we cancel this order, and refund the $phone payment Our records reflect that this agreement has been removed from her phone line, and the phone was marked lost so that it cannot be activated. Further, Ms*** contacted us via e-mail on January 7, 2017, and advised that she received a refund for this phone, and considers this matter resolved. We appreciate Ms*** taking time to provide details of her experience with our customer service and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes If Ms*** needs further assistance with this matter, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive 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:Again, the salesperson misled me. The salesperson kept showing me what my bill amount would be and kept telling me to then subtract $from the bill and that is what my monthly bill will be. The salesperson kept saying the credit won't show up on the computer but not to worry, it would show up on my bill. I understand now that Sprint sales personnel are not to be trusted. Sprint does not expect consumers to believe anything the salesperson says. Sprint expects the consumer to read up on Sprint employee and company sales guidelines prior to going to their store. Sprint expects the consumer to get everything in writing. If I had known in March when I was in the store that the salesperson was lying to me, did Spring expect me to confront her and ask to talk to her manager? What exactly did Sprint want me to do in this situation?If I had been told the truth, I would not have given up my old phone. If I had been told the truth, I would not have leased the new phone, I would have purchased it. The salesperson told me in order to get the promotional monthly credit of $I would have to lease the phone. If I had been told the truth, I would not have also bought a new ipad. As I have also told multiple Sprint employees, the salesperson at one point told me my phone was ineligible for the credit. She then said she would talk to her manager. When she came back out to the floor, she said not to worry that it was approved to still give me a credit. I had no idea at that point in time as a consumer that the salesperson and manager were unable to do that. Sprint has a personnel issue with this employee and their manager. It should not be up to the consumer to read up on how Sprint employees are supposed to act and what they can and can not do prior to making a purchase. Sprint obviously does not have proper training in place for their personnel. When I went into the Sprint store, I trusted that the salesperson would not lie to me and mislead me. My trust in Sprint was misplaced. I had been a *** Wireless customer for years and was never lied or misled at ***. I went to Sprint because it looked online like their prices were lower. Now I am paying more per month than I was at *** because on Sprint personnel issues. If you want to be lied to, go to Sprint. If you want to be treated like a human being, go to ***.Sprint should not employ sales personnel who mislead Sprint consumers. I am done talking to Chanda at Sprint about this. If Chanda at Sprint wants to make this right, she can give me the credit that I was promised by the salesperson who is a Sprint employee. It is not my fault that the Sprint sales person acted in a manner that was not in accordance with Sprint guidelines. Yet I am the one being punished for it. I should not have to spend hours trying to get this resolved. What is Sprint doing in regards to this employee and her manager? Is the salesperson I dealt with still working at Sprint? Is she still misleading other consumers by making up promotions in order to get a sale?
Regards,
*** ***

August 24, 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 rebuttal complaint to our response of *** ***, regarding our prior resolutionThe original complaint was submitted to Sprint on August 2, We regret the circumstances that led Ms*** to contact your office again. According to the information provided, Ms*** expressed her concern with our prior response, pertaining to the resolution that was provided to her on August 8, 2017. Ms*** has indicated that she was advised that she had until August 31, 2017, to resolve her outstanding balance and that her account would be removed from collectionsHowever, these actions were not relayed in our prior responseMs*** requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintAs stated in our prior response, we spoke with Ms*** on August 8, 2017, and advised her that we realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance department can assist with payment arrangements, if available. However, not all payment arrangement requests can be honored. According to our records, on August 2, 2017, Ms*** initiated a Chat session with our Customer Care group and established a payment arrangement, which is scheduled for processing on August 12, 2017. Please be advised if Ms*** does not meet the terms of the scheduled payment arrangement, she will be subjected to service interruption since her account reflects an outstanding balance. Furthermore, an additional payment arrangement may not be granted Upon receipt of Ms***’s filing, we spoke with her on August 23, 2017, and confirmed that her account is not delinquentAlthough we sustain that her account charges are valid, in an effort to satisfactorily resolve this matter, we offered and Ms*** accepted a one-time courtesy adjustment of $to offset a portion of her monthly recurring charges and taxes as reflected on her July 12, billing statement, leaving her responsible for the current balance due of $This adjustment will appear on Ms***’s September 12, 2017, billing statementAccordingly, Ms*** agreed to remit a partial payment of $to offset a portion the aforementioned balance by August 31, In addition, Ms*** is aware that her September 12, 2017, will reflect new charges for the billing period of August 9, through September 8, 2017, as well as her past due account balance of $Ms*** acknowledged the information that was relayed to her and was satisfied with Sprint’s efforts to resolve her account concerns We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matter. 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

April 14, Revdex.com of Greater Kansas 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 inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms***-*** stated that she has not been receiving the service credit towards the promotional Buy One and Get One (BOGO) free phone purchase. She also stated that she requested the subscription for her tablet cancelled in October 2016, however, the rate plan was reduced to $2.50, and not cancelled as requested. She is requesting a resolution to this 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. Upon reviewing Ms***-***’s account, it reflects that her subscription for the tablet was subscribed to the 25MB for $rate plan on November 13, 2016, and was cancelled on March 4, 2017. Although no credit is due, we applied a $credit towards the monthly service charges. Further, our records show that because she cancelled and then resumed one of her phone numbers, she no longer qualified for the BOGO promotional credit; however, to bring about an amicable resolution; we cancelled the installment agreement associated to one of her phone numbers and applied a credit to the associated installment charges to emulate the BOGO offer We spoke with Ms***-*** on April and we made unsuccessful attempts to contact her on April and 14, 2017, in order to provide her the information above. However, we have not received a response We regret any inconvenience Ms***-*** may have experienced while attempting to resolve these matters. If I may be of further assistance, Ms***-*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

June 26, 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 In the information provided, Ms*** states that she was forced to change to switch to an unlimited plan because of the lack of service at her home; however, she further states that she was not advised of any data limitations. She states that after one of her phones was suspended due to the data cap being exceeded, she switched back to her original service plan, which was at a higher rate, with the expectation that her data usage would not be limited. Ms*** is requesting to return to a plan without data limitations or to cancel her services without cancellation charges Based upon our initial review of Ms***’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service. We spoke with Ms*** on June 12, 2017, and relayed our findings. Ms*** confirmed that she does not experience issues at her home address on file, but that in her second home located in Hazel, South Dakota, where she visits a multiple times per month. After further review, we confirmed that we currently do not offer coverage in Hazel, South Dakota. Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage. As a result, if customers change their service address, we cannot guarantee the availability of Sprint coverage. Consequently, if the lack of coverage at the new service address causes customers to cancel their service, the cancellation fees associated with their Subscriber Agreement, Lease, or Installment Billing Agreement (IBA) are applicable. However, in an effort to resolve this matter amicably, we offered to cancel the services without cancellation charges, contingent upon receipt of supporting documentation of the out of coverage address and return of the account’s associated Sprint devices. Ms*** accepted our offer and agreed to provide the supporting documentation once she obtained it. We advised Ms*** of the acceptable forms of supporting documents. Accordingly, Sprint considers this matter fully addressed We regret Ms***’s desire to cancel her Sprint service; however, we have made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation. When our network expands to provide coverage in Ms***’s second home area, we hope that she will again consider Sprint as her wireless service provider. We further regret any inconvenience this matter may have caused Ms*** and if we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

[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 meHowever, I would like to note that Tiffany's statement that the charges were valid and the credit was a courtesy is wholly inaccurateThe practice of telling new customers there is no setup fee, then charging it months later is deceptive overallMy suggestion is that Sprint discontinue this course of action.
Regards,
*** ***

[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: As you can see from Sprint response, they charged me late fee, while my account was never late, furthermore in the past months, my account never exceeded 1GB form the 15GB of the account how could my phone exceed this in one month.I have send there phone via UPS in perfect condition not even a scratch in the body or screen and yet I have not received a credit for that. The lady whom I talked to did not do any thing except reaffirm the amount of money they should receive, just a repeat of customer service asked.now the phone is in their hands, I do not owe the company any money, furthermore I have a strong believe that the company does not value good customers, and does not train their representatives to professionally treat people
Regards,
Mahmoud ***

Executive & Regulatory Services ** ** *** *** *** ** *** June 14, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account
XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she inquired about cancelling her line of service ending ***, but accepted an offer for an unlimited monthly service plan for $60. However, she was also advised that should she accept the $unlimited plan, she would incur a Subsidized Phone Charge for any lines of service associated with a device purchased at a subsidized price. In her inquiry, Ms*** expressed her dissatisfaction with the Subsidy Phone Charge and the level of customer service she stated she received when attempting to address this matter. As a result, she is requesting that Sprint provide her with a monthly service plan that does not exceed $65, and one will not require a device subsidy charge. We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. We regret if the terms of our advertised service plans did not meet Ms***’ satisfaction. However, certain discounted service plans, such as the one referenced in Ms***’ complaint, require a subsidy charge for phones purchased at a discounted price. Our records further reflect that Ms*** elected to cancel her service effective June 8, 2017. However, we appreciate her taking the time to provide us with her customer service experience, which we will utilize to improve our training processes We regret the circumstances that led to Ms***’ decision to cancel her service. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

July 12, 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 two years ago she purchased her device on installment billing. She further stated that in April she contacted our Customer Care department to inquire about her charges to pay off her device and was advised that she owed $151. Ms*** further stated that she thought that after she paid her device’s charges totaling $720, she would own her device. Furthermore, Ms*** stated that she is disputing that the device was leased. And last, she described unfavorable customer services experiences while attempting to address her concerns. As a result, Ms*** stated that she wants to own her device and no longer wants Sprint services. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on June 29, July 10, and 11, 2017, to discuss her reported concerns and the information outlined above in detail were unsuccessful. We also mailed a letter to her address on file acknowledging our receipt of her inquiry. Ms*** will need to provide a valid telephone number so we can discuss her reported concerns. Upon our initial review of this matter, our records reflect that Ms*** began leasing a device in May and signed a contract outlining the terms. At the end of the lease term, our customers have the option to purchase the device (at End of Life pricing), turn the device in per the terms of the lease, or keep the device and continue to lease the device on a month-to-month basis. As a result of our review, we were unable to identify a Sprint billing error. However, should Ms*** have any outstanding concerns or if she would like more details of our account findings, we invite her to contact us and provide the needed account security information. Regrettably, our records further reflect that Ms*** recently canceled her services. 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. If we can be of further assistance regarding these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

Revdex.com:Thank you for your help in this matterI find it very important to add some detail and correction to Sprint's report.1) I had to have several hour plus long conversations before I was sent a return kitThis is important to noteit was not sent on the first or even second phone callI was only sent one after several days of frustrating communication over phone and FacebookIt was not until I pointed out that I believed this was fraud that anyone agreed to take the Iphone 6S backIt was very clear that they wanted me to keep a device I had stated over, and over that I did not wantThe methods aimed at my keeping the device included; keeping me on hold until I gave up; repeating every detail to several people over the phone and facebook, telling me that the $fee was "normal" and to be expected, telling me it would take months before I would get the actual item I did want, stalling, stalling, stalling2) Harassment: After refusing to deal with one Customer Sales person, *** ***, and making it clear I was hanging up - he actually called me back and further, repeatedly called my husband "madam" and would not allow us to speak with a manager.3) The Tablet: I was told this was FREEI was not informed of any fee connected to using the tablet, periodAnd they sent me TWOFurthermore, they charged me $each, not including the monthly feeThis is without doubt, fraudulent.4) When I escalated this to the Revdex.com I finally did get somewhereHowever, I feel that Sprint phone sales is working in a fraudulent manner, that is not in line with fair and good business practiceI would not refer anyone to use them because of thisThere is no reason why someone should have to spend over ten hours on the phone, time online and have this kind of experienceIt's regrettable that Sprint is acquiring a terrible reputationIf I had thought to check Facebook first - I would have saved myself an enormous headache
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
*** *, has also assured me she will review my upcoming bill to ensure all changes she made carry over and that all issues remain resolved. Thank you
Regards,
*** ***

[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: Sprint answers for the most part are boiler plated responses and do not address in detail why I was unable to exchange the Note for a pre-owned device. The Note recall policy that ANY DEVICE could be exchange was/is and misleadingNot one Sprint department had authorization to cancel my Note contract except for a retail store with no loaner nor pre-owned requested device for exchangeA retail store neither had authority to order a pre-owned.The Samsung Note recall was exceptionalAsking for a replacement while awaiting my new exchange is not an inconvenience to Sprint, especially in light of the fact that I had to order a pre-owned once the Note contract was removed.I was not seeking a monetary refund for returning the Note Only that the contract be canceled once I shipped the Note to Samsung directly.I find it unacceptable that Sprint does not have an device/apparatus that can strength/boost mobile signal in a home environmentThis was one of the reasons I ended with Sprint a few years ago, due to signal coverage only to be revisted once again with the same problem.The difference between paying a month installment for a pre-owned device of either $or $indicated a problematic issue depending on how the device is acquired, i.e., exchange or adding a new lineThe agent that stated my credit was not excellent is a mute point and clearly establish a problem with using the online order system.I also find that it difficult why Sprint is unable to afford me the opportunity to end the *** line and move the *** line LG Vas I return the Note to Samsung, thus removing the $monthly I should had never be charged as the rep notedMy data plan with *** was $monthly, so my 50% off would come to $a month + taxes, plus device installmentsSince this is a monetary issue that needs to be addressI will first go to Sprint store for correction with documentationIf it cannot be adjusted, I may file a complaint with FCC or leave the Sprint network.My monthly total is not $It is $141.05.I appreciate the offer, yet the problems are not entirely resolved to satisfaction or thereof admirable resolution.Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11188197, and find that this resolution is satisfactory to me
Regards,
*** ***