Sprint Corporation

Hello,I was contacted by Sprint in regards to my complaint and all issues were resolvedThe complaint can be closed. Thanks,*** ***

June 2, 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*** ***, an authorized user on the Sprint account of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** described unfavorable customer experiences during her attempts to reduce her and Mr***’s monthly charges and expressed her dissatisfaction with the pricing offers presented to her. Ms*** requested that we upgrade the three devices associated with Mr***’s lines of service and provide an unlimited rate plan for $or less per month. We regret that Ms***’s dissatisfaction with our pricing may have led to her and Mr***’s decision to terminate services with us effective May 19, 2017. Our records reflect that Mr***’s three lines of service were active on our Everything Data Shared Plan with Anytime Minutes for $per month for the first line of service and $per month for his other two lines of service, with an additional $per month for Premium Data and $per month for the service plan. In addition, he subscribed to our Total Equipment Protection option for $per month per line and accepted two $25-per-month equipment lease agreements. Those amounts do not include applicable taxes, regulatory fees, or surcharges. We spoke with the account holder Mr*** ***, on June 1, 2017, and he gave us permission to speak with Ms***. During our conversation with Ms*** on the same day, we discussed the information outlined above and confirmed that, based on her and Mr***’s chosen rate plan and equipment options, we were unable to identify any billing error associated with his account. Ms*** acknowledged that information but advised that their current provider offered better pricing and is going to pay pending device lease buyout amounts for Mr***’s leased Sprint devices. 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 will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Mrand Ms***, as well as the loss of their business. If we can be of further assistance with these matters, they 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 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***-Rebuttal, *** V*** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** V***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** expressed her dissatisfaction with our attempting to contact her at time she is not available to address her previously-reported billing dispute. She provided specific times that she would be available and requested that we accommodate her schedule We regret any misunderstanding that may have occurred regarding Ms***’s Sprint billingHowever, we were unable to identify any billing error associated with her account based on her chosen rate plan, equipment, and other account options. We spoke with Ms*** on July 24, and explained the information outlined aboveShe disputed those findings and requested that we review the call between her and our sales representatives, advising that she was offered a lower monthly rate during that interactionWe agreed to review the matter further and follow up with her promptly Based on our review of Ms***’s referenced sales call, we remain unable to identify any error on the part of Sprint related to her dispute. We confirmed that her monthly invoices reflect her service charges, as described on the call, with her chosen Unlimited Freedom Plan billing at $per month for her first line, $per month for her second line, and $per month for lines her third lineHowever, we also identified that additional charges authorized by Ms*** are assessed in addition to her monthly service charges and that she has not qualified for a monthly rate plan discount offered to customers on that rate plan who subscribe to our automatic monthly payment (Autopay) program Unfortunately, our attempt to follow up with Ms*** as agreed on July 31, 2017, was unsuccessful. However, we left a summary of the information outlined above in a voice message for her and invited her to contact us directly to discuss our findings in further detail We appreciate Ms***’s taking time to provide details of her experiences with our sales 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 that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Ms***. We believe that we have fully addressed her reported concerns. However, if these matters remain unresolved, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

July 26,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the complaint of Ms*** ***
submitted on July 7, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with being misinformed of the terms associated with the Tablet device that was activated on her accountMs*** stated when she agreed to add the Tablet device on her account; she was not informed that it would be associated with a two year Service AgreementMs*** further expressed her dissatisfaction with being assessed monthly recurring charges for the Tablet device, after she ported-out her service to another wireless service providerMs*** requested that Sprint review this matter, apply an adjustment to her account to offset the monthly recurring charges and waive the Early Termination Fee
Sprint has reviewed Ms***’s complaintIn 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
According to our records, on July 15, 2015, Ms*** purchased a Tablet device at discounted pricing in exchange for a two-year Service Agreement associated with phone line ending in ***Further, our records show that she incurred monthly service charges for the above device as reflected on the August through July invoices for the service plan she elected at activation
We spoke with Ms*** on July 13, 2016, and discussed her concerns in detailUpon further review of her account, we cancelled the Tablet device associated with phone line ending in ***, which was prior to the fulfillment of the Service Agreement end date of July 13, As a result, her account incurred a pending Early Termination Fee of $Due to any misunderstanding regarding the Tablet promotion we agreed to waive the charges related to her Tablet device from April to presentAs such, we applied a total adjustment of $to offset the monthly service charges associated with the Tablet device as reflected on the April through July invoicesFurther, we applied a partial adjustment of $to offset a portion of the pending Early Termination Fee, leaving a balance due of $65.44, which Ms*** agreed to payMs*** confirmed that she was satisfied with the resolution provided
We apologized for any inconvenience this matter may have caused Ms***We appreciate Ms*** taking time to provide details of her experienceWe 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
If I can be of any further assistance, please contact me by calling our Executive and Regulatory Service department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Eastern Time
Sincerely,
*** ***
Executive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** K*** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint submitted by Mr*** ***. We regret any inconvenience that he experienced in regard to this matter. According to the information provided in the inquiry, Mr*** disputes service charges assessed to the account. As a result, he requests that his concern be reviewed. During our discussion with Mr***, we confirmed with him that the charges reflected on his account are valid and in accordance with the Electronic Subscriber Agreement (ESA) that he signed at our retail store. However, we also reviewed another concern that he expressed to us regarding his dissatisfaction regarding the network coverage that he receives in his service area. According to our review of Mr***’s network coverage concern, we confirmed that Sprint is in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience in his service area. While the end result of the upgrades is a superior product with unparalleled network service, customers may notice temporary service issues during the transition process. However, our technical teams are continually monitoring the effect those changes may have to our customers. As a demonstration of our commitment to excellence, and in an effort to address this matter amicably, we advised Mr*** that if he chooses to port his phone numbers to another carrier, with the return of his phones in good condition, we will apply account credits to offset the remaining balances associated with his Installment Billing Agreements (IBA). We advised him that our offer is valid for days. Mr*** indicated that his account concern is resolved. If Mr*** needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia 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 as long as there is a zero balance and the $is then refunded to me I have paid fully up through and including 12/20/and on that day, I switched to another carrier Therefore, there should only be a credit left which should be refunded to me I only want what is owed to me, nothing more and nothing less According to tracking, the phones have been in Sprint's possession since Jan 6th and they were returned in mint condition (i had the phones for less than month)
Regards,
*** (***) ***

According to the information received, Ms*** expressed dissatisfaction with level of customer service she received from Sprint while attempting to resolve her account concerns. According to Ms***, she cancelled her services with Sprint in January and returned the airave deviceShe
received her final bill which includes Early Termination Fees, which she paidHowever, she received a subsequent bill from Sprint charging her equipment non-returned feesAs a result, Ms*** requests that we review her account Sprint has reviewed Ms***’s complaint and confirmed that the Airave device was returned on January 21, 2016. As a result, a credit in the amount of $was applied to her account on September 19, 2016, to remove the non-equipment return charge. We appreciate Ms*** for taking the time to provide us with her feedback regarding our customer service and retail store representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewMs*** was contacted on September 21, 2016, and we advised her of our findingsMs*** expressed her satisfaction and confirmed she has no further issues

June 9, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** 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. In the information provided, Ms*** stated that her bill is higher that the $bill estimate she was provided by the sales representative. She stated that her issue was not resolved after multiple contact attempts. Ms*** requested that the $monthly quote be honored In our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com and we have not deviated from the published information. Based on her service plan election, on May 17, 2017, our records reflect that Ms***’s monthly bill is approximately $Based upon further research our records confirm that inadvertently Ms*** was given an incorrect quote which did not include the requirement of auto-pay for the additional discount We spoke with Ms*** June 6, 2017, and provided her with the above information. In an effort to resolve this matter amicably, we offered to apply the $difference to her account for the term of her month lease agreement ending January 2019. She agreed, and as a result, we applied a one-time $lump-sum creditMs*** confirms that the $monthly service charge with $discount auto-pay credit will continue to charge on the third subscription for the remainder of her agreementShe confirmed satisfaction with our resolution We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

April 12,
Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** L*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr*** L***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he is disputing the two-year service agreement and monthly service charges associated with a tablet line that is active on his account. He states that he didn’t sign any agreement with Sprint for a tablet We regret the circumstances that prompted Mr***’s complaint. We spoke with Mr*** and advised that we have a two-year service agreement on file with Sprint that was signed and acknowledged at the original point of sale on June 17, 2016. Based on these findings, we advised that we are unable to provide him with a refund of the monthly service charges associated with the tablet line; however, in an effort to resolve this matter amicably, we agreed to cancel the line and reduce the Early Termination Fee to $50. Mr*** accepted our offer and the issue is now resolved If Mr*** has further questions regarding this issue, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

January 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Boost Mobile Inquiry Sprint Case ***
To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention. In his inquiry, Mr*** indicated that he purchased a device on November 27, 2017, and he contacted our Customer Care department shortly after his purchase to cancel his orderDespite being assured that the order was cancelled he received the device the following dayHe contacted our Customer Care department for a refund, but he was advised to return the device to a FedEx location. Because he did not receive a prepaid return label from Boost Mobile he was not able to send his device back. As such, Mr*** returned the device via the United States Postal Service (USPS) at his own expense and he was assured that he would receive a refund for the device and shipping charges; however, he only received a refund for the device and the overnight shipping charge he paid at the time of purchase. Mr*** requested additional assistance with securing a refund for the costs he incurred to return the device. During our initial conversation with Mr*** on January 2, 2017, he explained that after locating a better price for the device he was interested in at a local Boost Mobile retailer he canceled the order he placed online, but he received the device the following day. While we regret any misunderstanding that may have occurred, because Mr*** remitted a payment to USPS to ship the device back to us we are unable to provide a refund for his transaction with USPS. We explained that we are willing to apply a $credit to an active Boost Mobile, Virgin Mobile USA, or Sprint account; however, he declined our offer and explained that he no longer has an active account with us. We appreciate Mr*** taking time to provide details of his experience with our Customer Care department. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

May 18, 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 purchased an HTC Bolt device in December and recently he experienced difficulty with the device function being very slow. He visited one of our service and repair centers for assistance where a factory reset was done, but within eight hours after the store visit, he stated that the device began to repeat the same issue. He visited the service and repair center again and is dissatisfied with the process of being without a device for several hours, no loaner device being available, and the overall experience with his device. As a result, he is requesting that Sprint replace his device with a different model We communicated with Mr*** today and confirmed that he received an HTC Bolt replacement device, which has been provisioned on his account since May 16, 2017. Mr*** stated that the device is working satisfactorily to date. The device was replaced with the same model device. We also informed Mr*** that as a result of this matter, one of our retail representatives applied a $goodwill credit to his account effective May 8, 2017, and he confirmed that he was aware of the adjustment. He stated that he was satisfied with the device; however, he is dissatisfied with the level of customer service received and he provided feedback in reference to how the device matter was handled and offered suggestions. Mr*** is a valued and tenured Sprint customer and we appreciate him taking the time to provide us with the details of his experience with our retail representatives, and with our processes. 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 review We regret any inconvenience that this matter may have caused. Should there be any additional questions or concerns with this issue, we can be reached by calling the Executive & Regulatory Services department for review. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

August 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***-Rebuttal, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced follinquiry of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your office once again
In his rebuttal, Mr*** indicated his dissatisfaction with our response to his initial filing, citing that we did not provide details related to the terms and amount of his refund amount or service optionsHe also indicated that we have not sent a requested detailed breakdown of his monthly charges
We regret any misunderstanding that may have occurred related to the specific terms of Mr***’s referenced refund or his service options and billingOur records reflect that the $monthly loyalty credit is now reflected on his account, as well as on his August 8, 2016, invoiceDuring our August and August 15, 2016, conversations with Mr***, we explained that we applied credits totaling $to his account in lieu of a refund for the difference between the actual charges and the amount that was quoted to him prior to upgrading the device on his line of service
We also explained Mr***’s monthly billing, with any applicable discounts, to himHe stated that he was quoted a monthly billing amount of approximately $before taxes, surcharges, and feesWe confirmed with Mr*** that he selected our Everything Data price plan at $and has added our Premium Data Add On at a monthly cost $As a result, Mr***’s monthly charges are $per month, plus applicable taxes, surcharges, and feesIn addition, he currently receives an employer-based service discount and a $loyalty credit per monthMr*** also elected to lease his device on December 18, 2015, at a monthly rate of $through October 5, We also made him aware that more information regarding our equipment lease, billing, and payment options is available on our website at ***
We are pleased to inform you that Mr*** is satisfied with the above-noted actions taken on his accountIf we can be of further assistance with these matters, Mr*** 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,
Tiffany G
Executive Services Analyst

March 17, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # ***, *** J
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** J*** submitted on March 3, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the requirement of the $deductible for the replacement of his Samsung Galaxy Note device. According to Mr***, he filed an insurance claim with our program administrator, Asurion as part of Sprint’s Total Equipment Protection (TEP) program, for the damaged device, prior to the manufacturer recall for the Samsung Galaxy Note devices. As the manufacturer recall accepted return of the device in any condition, Mr*** requested that Sprint apply a courtesy credit to his account to offset the cost of the TEP deductible Sprint has reviewed Mr***’s complaintWe spoke with Mr*** on March 6, 2017, to address his billing concerns. Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect 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 warranty Mr*** subscribes to Sprint Total Equipment Protection (TEP) plan on his phone line ending in ***. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We further explained that as the TEP claim was filed for a damaged device, prior to the recall, the deductible is valid. However, to mutually resolve this matter, Sprint applied a $courtesy credit to the account to offset the disputed cost of the deductible. Mr*** expressed his satisfaction with the resolution provided We regret any inconvenience this matter may have caused Mr***. If Mr*** would like to further discuss this matter, he may contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

September 29, Revdex.com Ward Parkway 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 you bringing our customers’ concerns to our attention According to the information received, Ms*** expressed her dissatisfaction with Sprint’s policy on returning a power cord. She stated that she evacuated due to the recent hurricane in Florida and left her power cord at home, thinking she misplaced itShe purchased a new one; however, upon returning to her home, she found the one she already owned. Ms*** stated the same retail location who sold her the accessory refused its return upon her visit, despite presenting the receipt. Ms*** is seeking assistance with this matter 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 the impact Ms*** experienced during the noted hurricane in her area. We contacted Ms*** on September 26, 2017. Because of the noted, unique circumstances, we agreed to accept a copy of the receipt via email and apply an account credit for the total amount paid for the new power cord. As an additional goodwill gesture, we allowed Ms*** to keep the new accessory. With this action, Sprint considers this matter fully addressed and resolved We appreciate Ms*** for taking time to provide 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 customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX November 18, 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 while attempting to purchase a phone using her friend’s credit card on October 30, 2016, she received a message that said try again, which she did several times. The card holder later learned that a $payment was processed eight times for a total of $2,138.08. She has been unable to resolve the matter and has requested a refund and credit for late fees and compensation We attempted to contact Ms*** on November 4, 14, and 17, 2016, by telephone and e-mail to discuss this matter in detail. Unfortunately, we have been unsuccessful. Considering the seriousness of the concern outlined in Ms***’s inquiry, it is necessary that we speak with her personally to fully ascertain and resolve her issue. During our initial review, we were unable to confirm that an order was processed on the date in question nor was a payment(s) processed Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder prior to speaking with an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, we ask that Ms*** contact us at her earliest convenience so that we may discuss her concerns. We regret any frustration this matter may have caused. Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst

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
I was sick at the time they contacted meThey have made a reasonable agreementsThanks!
Regards,
*** ***

June 12, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** ***, submitted on May 21, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received, Ms*** states that she has had an unfavorable customer experience while attempting to address her equipment issuesShe states that she received a new phone a few months ago after waiting two months to receive it; however, the device is overheating, the screen goes black, calls drop, and she states that the screen has something on itMs*** is requesting that her device be replaced or Sprint refund the money spent for the phone and the balance to the account be waived in full so that she can take her business elsewhere. We spoke with Ms*** on May 30, 2017, regarding her concerns. In an effort to address her device concerns, we offered to partner with store management at the local repair center in her areaHowever, during that conversation we were disconnectedOur office attempted to contact Ms*** back by phone and email; however, we were unsuccessfulWe also attempted to speak with her on May 31, 2017, and June 1, Those attempts were also unsuccessfulShould Ms*** have any further questions or concerns she can contact our office directly at her earliest opportunityWe appreciate Ms*** for taking the time to provide us with 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.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToya ***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 meThe specific issue regarding the service provided by *** *** has not been addressedWhen I returned to the Sprint store for my cash refund, I asked the store manager, ***, and he said it was "out of my hands" since this issue has escalated to the corporate levelI would like to be notified on what disciplinary actions will be taken for the inappropriate behavior from *** ***.
Regards,
*** ***

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on February 2, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Mr***’s concern According to the information provided, Mr*** expressed his dissatisfaction with the charges assessed to his account upon cancelling his services. Mr*** requested that Sprint review this matter and asked that appropriate action be taken Sprint has reviewed Mr***’s complaintOur records indicate that Mr*** ported-out phone number ending in *** to another wireless service provider on October 23, 2016. Upon the cancellation of phone number ending in ***, Mr***’s account was assessed a $Early Termination Fee due to not completing the terms of the two-year Service Agreement. In addition, phone number ending in *** was ported-out to another wireless service provider on December 19, 2016. Also, phone number ending in *** was assessed a $Early Termination Fee due to not completing the terms of the two-year Service Agreement. Furthermore, our records indicate that Mr*** remitted a payment of $to his account on October 22, 2016, leaving his account closed with a final balance due of $354.53. The balance represents monthly recurring charges and Early Termination Fees as reflected on the November and December invoices We spoke with Mr*** on February 27, 2017, regarding his concerns and relayed the above information. During that call, we explained to Mr***, due to his account being cancelled five days after the start of a new billing cycle, as a courtesy, we will apply an adjustment to offset his last month charges. In addition, Mr*** agreed to return his devices in exchange for the waiver of the Early Termination Fees. Upon the receipt of his devices, we apply an adjustment to his account to offset the two Early Termination Fees. However, he will have a remaining balance of $as reflected on his November invoice. Mr*** expressed his satisfaction with the resolution provided. We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We contacted Ms*** *** on November 14, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In her supplemental inquiry, Ms*** states that she attempted to terminate her service prior to October 28, 2016, and is thus disputing our findings. As a result, she is requesting that this matter be reviewed once again. As outlined in our prior response, Ms***’ service was suspended on October 28, 2016, due to a past due balance. Our records further reflect that on the same date, Ms*** contacted customer service and requested the cancellation of her account. We sincerely regret any possible misunderstanding regarding a prior service termination request. We contacted Ms*** via phone and e-mail on November 14, 2016. We received a reply e-mail from Ms*** indicating her issue is resolved. We have a follow up scheduled to review Ms***’ November invoice when it becomes available We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** HExecutive Services Analyst