Sprint Corporation

May 23, 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. In the information provided in Ms***’s inquiry, she stated that she remitted cash payments of $on March 16, 2017, and $on March 17, 2017, using the automated payment machine at one of our retail locations but that, on both occasions, the machine malfunctioned and did not provide any proof of paymentBecause those payments did not post to her account, Ms*** requested that we credit her account $1,for her cash payments We regret any difficulty Ms*** may have experienced with our noted automatic payment machine. However, as we explained during our May 18, 2017, conversation with her, we have no record of her two cash payments of March or March 17, 2017. Based on additional information she provided, we agreed to review the matter further and follow up with her promptly. We contacted the manager of the referenced retail location and confirmed that all of the money remitted to the instore payment machine is accounted for daily and that no recent malfunctions or discrepancies have occurred. As such, we are unable to identify any error on the part of Sprint related to Ms***’s dispute During our May 22, 2017, conversation with Ms***, we explained the information outlined above and advised her that we must respectfully decline her request. We also invited her to provide any additional validation she may have to substantiate her payments While Ms*** may not agree with our response to her inquiry, we believe that we have fully addressed her reported concerns. However, if we can be of further assistance with this matter, or if Ms*** can provide additional information for our consideration, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. 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,
*** (***)***

[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, the representative fails to point out that they did make a mistake, which I would like to make clearThey blamed the entire issues on PayPal without accepting any responsibility for the following: The agent told me on the phone that my order was indeed cancelled, and provided me with a cancellation number to prove soThe fact that the order was not cancelled had nothing to do with PayPal or my method of payment, that was entirely on Virgin Mobile. When speaking to the representative from Sprint, she stated that to her knowledge an order can NOT be canceled once placed, it can only be canceled by shipping back the device once receivedThroughout all of my experience contacting various representatives within this company, no one seems to have a grasp on what their actual policy is, and how their operations normally function. I am only accepting this resolution because it is the only offer they would give me, and I don't want to waste any more of my time trying to ask for moreI believe that I deserve more than they are willing to offer, however it is not worth my time.
Regards,
*** ***

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxxx*** 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*** states that he activated five lines of service with Sprint by visiting one of our retail stores to port his numbers, and he also activated service with his own devices. Mr*** states that he was never able to use his devices on the Sprint network; therefore, he ported four of the five numbers he activated with Sprint to another mobile carrier. Mr*** states that he requested that the fifth line of service be canceled; however, the number is still active. As a result, he is requesting that the one line of service remaining with Sprint be canceled, and he is requesting that no charges be assessed since he was unable to use the service We regret any possible misunderstanding that may have occurred regarding this issue. Based on a review of our records, we confirmed that four of the lines of service on Mr***’s account ported as he requested. Further review of our records determined that the line of service remaining on the account ending in *** has been set to cancel at the end of the billing cycle, March 24, 2017. Since four of the numbers have already ported, and in an attempt to immediately resolve this matter fully, we canceled the line of service ending in *** effective March 13, 2017, and we applied a $credit to Mr***’s account to offset a portion of the $balance. A pending credit of $is also reflected on his account; therefore, when the next invoice generates, the two above-referenced credits will negate the $balance, and Mr***’s account will be in final status with a zero balance We regret the circumstances that led to Mr***’s decision to cancel his service, and we regret any inconvenience he may have experienced while attempting to resolve his account concerns. Should there be any additional questions regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[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:
Regards,
*** ***

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** on behalf of *** ***, the account holder. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with coverage in her area. She further stated that the service was spotty and unavailable at her last two apartments As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. After investigation, our network engineers reported that our network is performing within parameters. We regret that the coverage in Ms***’ area has fallen short of her 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. We spoke with Ms*** on September 26, 2017, and confirmed planned maintenance with the tower servicing her local area, impacting 4G LTE services Because Ms*** stated that her service experience occurs everywhere she tries to use her phone, we recommended that she visit her local Apple or an authorized service and repair centers for diagnostic testing. At that time, our service and repair technicians can determine if the device is eligible for repair or exchange. There is a $fee for each repair, a $fee for cracked screen repair, and up to a $fee for each exchange. Replacement equipment may be remanufactured and of the same or comparable model with similar features as the original device, and some devices may not be eligible for in-store service. We regret any inconvenience that this matter may have caused. If we can be of further assistance related to this matter, Ms*** *** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Analyst

July 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt
of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with not receiving the promotional offer that was quoted at the point of sale when her husband upgraded his equipmentShe stated that he was advised that by upgrading his device and accepting a new device for an additional line of service, their charges would be approximately $169; however, she has received invoices of over $for the past five months and she has been unable to resolve this matter with the store manager. Therefore, she requested further assistance. We spoke with Ms***, and reached a mutual resolution for her concerns. We advised her that we regret any misunderstanding that may have occurred regarding the details of the monthly charges with her husband’s new equipment and the new line of service he accepted. We agreed to accept the return of her Samsung Jdevice in exchange for the waiver of the corresponding equipment fees that will be assessed upon cancelation of that line. To facilitate her return within the next days, we mailed a prepaid UPS package to her address on file. Ms*** stated that she is satisfied with this resolution If I may be of further assistance with this matter, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

[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]
II have sent you all the chat responses and I was never told about proration on the Oct conversation, but was told it was prebilled and would be getting a credit on my October conversation with the manager. I was never credited any amount of money like they said and never knew about the dollars and change until this response was sent to me. Their own supervisor told me I would be credited a month bill
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

April 13, 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 a billing issue. Mr*** stated he was going to cancel his service and was offered additional discount off the monthly installment of his devices, along with $off his monthly price plan with automatic paymentMr*** accepted the offer and decided to stay with Sprint; however, the additional discount off the devices was not appliedAs a result, Mr*** is requesting that we honor the additional $off his device as offered Our record reflects that a $lump sum credit was applied to Mr***’s account on March 28, 2017, to honor the offer previously extended. During our March 31, 2017, conversation with Mr***, he thanked us for calling and confirmed that his issue has been resolved 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

July 17, 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 June 29, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she states that she has been paying $per month over the last months for line ending in 0786, and the device was not in useMs*** is requesting a credit of the $over the last months for the line in question Our office received e-mail correspondence from Ms*** on July 12, 2017, regarding her concernsShe advised that this matter has been resolved, as she opted to cancel her servicesWe have reviewed the account in question and confirmed that the account is currently in a suspended status and has not been cancelledShould Ms*** want to discuss this matter further, she can contact our office directly at her earliest opportunity. We appreciate Ms*** for taking time to provide details of her experience with our customer service 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. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, Ms*** can contact me 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,LaToyaP.LaToya P.Executive 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:
All of the information in the response is not true and or correct. I was conveniently told that they could not find the conversation that was held between me and their associate in regards to telling me that I was grandfathered in. The line that they are referencing that I upgraded is not the main line on my plan. The phone number ending in *** is a secondary line that I upgraded in December which is the first time that I was told that I was grandfathered in and would be eligible for upgrade for $199.99. I find it very hard to believe that they tell you the calls are recorded but they can't find my recorded call. The representative from Sprint was very crass expressing no care or concern with her tone only using professional terms to protect herself however, there is no way that a company a reputable as sprint can not retrieve phone conversations from only days to validate my complaint. I plan on writing a letter to the CEO of the company because fair is fair. The only reason I bought a new phone for the secondary line is because I was told that I was grandfathered in and they were not honest when I was told that and they have the records but they did not do the adequate research because they don't care and it was strongly expressed by the nature and tone of the conversation that I had with the rep from the executive office. when I expressed to her that I was going to write a letter to the CEO she sarcastically said that the letter will just come to her so I could address the letter to her because she would be the one getting the letter anyways. I expressed that I prefer not to send the letter to her. It is not fair how they have treated me and the amount of money that it will cost me to leave this company has me stuck with them due to them not being clear upfront and honest from the beginning. I am disgusted by this and I am going to continue to fight this matter. Regards,
*** ***

August 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed with your office by Ms*** ***. We appreciate your assistance in bringing her concerns to our attention. In her complaint, Ms*** states that she felt pressured into purchasing two device cases when she recently established Sprint service, and although she was told the cases would be reduced to $each, she was charged $per case. She further states that she had second thoughts about the case purchases and attempted to return both within days of purchase; however, the store refused to accept the return. Ms*** is requesting that Sprint either refund her for the full purchase price of both cases or apply an account credit for the difference in the price quoted and what was actually assessed. We had the pleasure of speaking with Ms*** on July 28, 2017, and extended an apology for any frustration this matter may have caused. Her device upgrade took place at an authorized third-party retailer and while Sprint offers a 14-day Satisfaction Guarantee return policy on all of our products, third-party retailers may have additional conditions for returns. To address Ms***’ immediate concern, we offered to apply a $account credit, which represents the $difference in the price she states she was quoted for the cases and the price she was actually charged. Ms*** accepted our offer. As a result, the noted account credit was applied on July 28, 2017, and Ms*** confirmed that her concerns have now been satisfactorily resolved. We assure Ms*** that Sprint has no higher priority than its customers and appreciate her for taking the time to provide us with the details of her experience with our third-party retailer. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Ms***’ feedback will be shared with the appropriate managerial staff, and our hope is that she will allow us the opportunity to rebuild her faith in Sprint. We regret any inconvenience that Ms*** may have experienced and appreciate her business. In the event that additional assistance is needed, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday between the hours of 7:a.mand 3:p.m., Central Time Sincerely, Minnie S.Executive Services Analyst

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** ***-*** Sprint
Case *** To Whom It May Concern: The above referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms***-*** is dissatisfied with her customer experience while trying to address concerns with her deviceMs***-*** stated that she was experiencing issues with her device and attempted to have her local service and repair store assist with backing up her device information; however, was informed due to the device not powering on, backup could not be performed. She also stated that she attempted to complete an upgrade online; however, she was unable to do so as her account profile was incorrect, and as a result, she visited her local Sprint store to complete the upgrade and therefore was unable to take advantage of the waiver of the online upgrade fee waiver promotion. As a result, she is requesting an account credit of $ 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 Ms***-*** subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending ***. Therefore, if the problem with Ms***-***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms***-*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***-***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she 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 After review of Ms***-***’s account and replacement concerns, we have confirmed that she completed an upgrade to a new device on January 13, While we believe the matter has been resolved, we tried to contact Ms***-*** in response to her Revdex.com inquiry, but were unsuccessful in reaching her and we invite her to contact us at her earliest convenience if she would like to discuss the matter. We regret any inconvenience that these matters may have caused. If I can be of further assistance, Ms***-*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, pin ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

March 10, 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 the complaint, Mr*** stated that he was experiencing issues activating a replacement device he received when he filed a claim with Asurion. As a result, Mr*** is requesting that we activate the replacement device and compensate him for the ***e he has been without service During our discussion, with Mr***, on March 6, 2017, we apologized for any inconvenience he may have experienced regarding this issue. Further, Mr*** informed us that our Customer Care group was able to activate the device. We advised Mr*** that although no credit is due, as a gesture of goodwill, we applied a one-***e courtesy credit of $to his account to offset one monthly service fee. He accepted the offer and is satisfied with the resolution We appreciate Mr***’s taking the time to provide us with the details of his concerns. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review. We are continually seeking ways to improve the quality of service provided to our customers If we may be of further assistance with this matter, please contact us 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 TExecutive Services Analyst

March 29,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
We appreciate your assistance in bringing Ms*** ***’s concern to
our attentionWe regret any inconvenience that she may have experienced in this matterAccording to the information provided in the complaint, Ms*** disputed phone lease charges reflected on her account for two lines of service
During our discussions with Ms***, she stated that a retail store representative advised her that the phone leases associated with each of the four phone upgrades would reflect a $monthly charge for each of the lines of serviceWe verified with her that two account lines of service reflected a valid discounted $monthly promotional phone lease for the iPhone 6sWe also advised her that the remaining two lines of service reflected a valid non promotional $phone lease for the iPhone Further, we confirmed that the four above-referenced phone lease documentation reflected the respective above-referenced monthly chargesHowever, in view of any misunderstanding in regard to this matter, we applied a $account credit to offset the $difference in the phone lease charge for each of two lines of service for the month length of the leasesShe 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 at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

June 29,
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 June 22, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer experience while attempting to address her equipment concernMs*** expressed her dissatisfaction with the inability to receive a valid Proof of Purchase regarding her iPhone 5s Gray 16GB device associated with phone number ending in ***, after she established services with SprintMs*** further stated that she was attempting to reset the aforesaid Apple device and the manufacturer, Apple would not assist her without a Proof of Purchase with Sprint’s Letterhead in a document form such as PDF fileMs*** requested that Sprint review this matter and provide her with an acceptable Proof of Purchase
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** purchased an iPhone 5s Gray 16GB device associated with phone number ending in *** at discounted pricing in exchange for a two-year Service Agreement on October 1, For details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about Early Termination Fees
We spoke with Ms*** on June 27, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our discussion, we advised that we would prepare a document with the relevant information from our order records with specific regard to her purchase of the iPhone 5s Gray 16GB device associated with phone number ending in *** at discounted pricing in exchange for a two-year Service Agreement on October 1, MsMarshal confirmed that she was satisfied with our resolution and had no further concerns
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize this input to improve our training and processes
We regret any inconvenience 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 a.mand p.m., Central Time
Sincerely,
David H
Executive Services Analyst

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Nisha *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsNisha ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with her monthly Sprint billing being different than the amount quoted to her and described unfavorable customer experiences during her attempts to address that matter. Ms*** requested that we honor the monthly billing quoted to her. We regret any misunderstanding that may have occurred related to Ms***’s Sprint charges. However, we are unable to identify any billing error associated with her Sprint account based on her chosen rate plan, equipment, and other account options We spoke with Ms*** on September 19, 2017, and explained her monthly charges to her in detail. We also advised Ms*** that she could save an additional $per month if she would enroll in our automatic monthly payment (Autopay) program, which would then meet her billing amount expectations. Ms*** indicated her understanding of the information provided and her satisfaction with our response 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration these matters may have caused Ms***If we can be of further assistance with her reported concerns, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

August 9, 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he has not yet received a refund for equipment he returned during the Sprint Satisfaction Guarantee time period. As a result, Mr*** is requesting that the refund be processed immediately We contacted Mr*** and apologized for any inconvenience this matter may have caused him. Our records indicate that Mr*** paid $at the original point of sale and that amount was originally refunded by check in June 2017; however, the check was mailed to the address on Mr***’s account, which was determined to be incorrect. As a result, we stopped payment on the check and issued a new check on August 2, 2017, that was mailed to the updated address Mr*** provided. As a result, the issue is now resolved We thank Mr*** for trying our service. If he has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It
May Concern: The above referenced inquiry of Ms*** *** has been received by our office and we appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated she was offered a free tablet, however is being billed for it. Ms*** is requesting to terminate service on the tablet and not be billed the associated Early Termination Fee (ETF) 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 we are able to provide. In our effort to provide clear communication about 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. As stated in our Free Tablet 12-months Free Service promotion, credits will begin appearing on your second bill and will continue for months. Based on your plan, the customer will pay the first monthly charge. In addition, charges will resume in the months following your free year of service We spoke with Ms*** on September 20, to discuss her account issueBased on the information available we have advised that she was receiving a monthly promotional credit to offset the monthly service charge for the tabletHowever, due to any confusion regarding the transaction, we resolved her concerns by canceling the tablet service and waiving the valid Early Termination Fee (ETF)Ms*** confirmed satisfaction with this resolution We regret any inconvenience that this matter may have caused the Ms***. If I can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 1, Kansas City Revdex.com Ward Parkway 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 May 15, 2017. We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Newcastle, CAIn addition, Ms*** expressed her dissatisfaction with being assessed an Installment Billing accelerated cancellation charge of $associated with phone line ending in ***Furthermore, Ms*** stated that she had an unfavorable customer service experience while attempting to resolve these matters as well as the extended hold times while attempting to contact our Customer Care group. Ms*** requested that Sprint review these matters and apply an adjustment to her account accordingly. Sprint has reviewed Ms***’s complaintWe are aware that on occasion customers may experience extended hold times when contacting our Customer care group by phone, due to various factors. Although we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow customers to avoid waiting to speak to a representative. Customers may visit our web site, www.sprint.com, and login to their MySprint account to perform general account maintenance and to make payments. Customers may also use their Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information We regret that the coverage in Ms***’s home service area of Newcastle, CA is falling short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that our network serving the area near Ms***’s billing address is located within Sprint’s “best” coverage area. Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We spoke with Ms*** on May 19, 2017, to obtain further clarification of her account concernsDuring that call, she indicated that we can disregard this complaint since it was satisfactorily addressed and resolvedHowever, she stated that phone line ending in *** was assessed an Installment Billing accelerated charge of $after a subscriber on the account ported-out to another wireless service providerHowever, she reactivated the device on phone line ending in ***We advised her that we will review this matter and follow up with her accordingly According to our records, phone line ending in *** was activated on April 3, 2017, via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail *** (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Further research on the account indicates that phone line ending in *** was ported-out to another wireless service provider on April 26, 2016, prior to fulfilling the terms of the Installment Billing AgreementAs a result, the account was assessed the remaining Installment Billing accelerated cancellation charge of $161, as indicate on the May billing statementFurthermore, on May 9, 2017, an adjustment of $was applied to her account to offset the aforementioned charge. This adjustment will appear on the June billing statement. Please note that no additional adjustments are due for this matter We spoke with Ms*** on May 31, 2017, to relay the aforementioned information and resolution to her. At that time, Ms*** stated that her account was assessed equipment charge for phone line ending in *** on the May billing statementWe advised Ms*** that our records do not reflect an equipment charge on the May billing statement for the aforementioned phone lineMs*** indicates that she will review her statement and follwith the undersigned accordingly, should she have any additional concerns regarding this matter. We appreciate Ms*** for taking time to provide 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 will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, 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 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst Tell us why here