Sprint Corporation

April 24, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File # ***, *** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on April 17, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention In Mr***’s follfiling, he stated that he had an unfavorable customer service experience while addressing his concerns. Mr*** further stated that he has agreed to visit a local Retail Store location to complete the process of unlocking the Phone Activation associated with his iPhone 6s device as well as complete the device upgrade at that time Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on April 24, 2017, to discuss this matter. During that call, he stated that will visit a local Sprint Retail Store location at his earliest convenience to have his device unlocked and to complete his device upgradeFurthermore, he confirmed upon completion of unlocking the Phone Activation on his iPhone 6s device, he will contact the Executive & Regulatory Services department at the phone number noted below in order to have a return kit sent to his address on file We appreciate Mr*** taking time to provide details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s 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 Mr*** would like to further discuss this matter, Mr*** can 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/ *** L *** LExecutive & Regulatory Service

July 6, 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Mr*** expressed his dissatisfaction with the level of service he received during a recent store visit. Mr*** stated that information on his mobile handset was erased after a recent service visit and was unrecoverable. As a result, Mr*** elected to port his services to another carrier and disputed the equipment charges assessed for a device that was originally offered to him as free. Mr*** requested to return all of his equipment and settle his account for a final payment of $ 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 pricingFor a limited time, customers who bought one Samsung Galaxy Scould get a Samsung Galaxy Sfor free in the form of a monthly service credit We regret any possible misunderstanding that may have occurred regarding Mr***’s referenced billing and subsequent leased equipment charges. Our records reflect that he purchased two Samsung Galaxy Sdevices with Sprint Lease Agreements *** and *** on April 30, During our conversation with Mr*** on July 5, 2017, we reviewed the above-information. Although we sustain that the leased charges are valid, we offered Mr*** the option to return the leased equipment, in good condition. In exchange, we will cancel his lease agreements and apply service credits totaling $to offset a portion of the accelerated leased equipment charges assessed to his Sprint account when he ported his two lines of services to another carrier on June 26, 2017. Mr*** accepted and a return merchandise authorization (RMA) kit was requested and mailed to the billing address of record. Additionally, during our conversation with Mr***, he requested to cancel his remaining tablet line of service and waive the Early Termination Fee. Our records reflect that Mr*** accepted a Sprint service agreement on April 30, 2016, and he consented to retain services for two years from that date. As a benefit of his agreement, we provided Mr*** with a discount and/or rebate off of the cost of his new device purchase. Therefore, because Mr*** canceled his service effective July 5, 2017, prior to the fulfillment of the agreed-upon term, his account was automatically assessed a $plus tax, Early Termination Fee. As a result, we respectfully decline his request to waive the Early Termination Fee As a gesture of goodwill and in an effort to reach an amicable resolution, we offered and Mr*** accepted service credits totaling $to offset a portion of monthly recurring service charges for services used between June 16, and July 15, 2017. Mr*** confirmed that his issues have been addressed and resolved to his satisfaction We appreciate Mr***’s taking time to provide details of his experience with our Retail and 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 that his concerns have been forwarded to the appropriate managerial staff for further review. We regret the loss of Mr***’s business and any inconvenience these matters may have caused. If I can be of further assistance, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, Lori KExecutive 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 they keep their wordAs of today, October 11th, 2017, I have followed the steps outlined in Sprint's email, and have reset the iphones to their factory settings and they are ready to be returnedHowever, Currently, I am just waiting for Sprint to send me the packages they need me to return the phones in.I have attached a picture of the phones, which are in good working conditionI will follow up with a phone call this week
Regards,
Yovany ***

June 7, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with the length of time taken for us to provide a copy of her detailed final Sprint invoice and prepaid shipping materials to facilitate the return of devices as previously requested on multiple occasions. She also described unfavorable customer experiences during her attempts to address those concerns We regret any delay in Ms***’ receipt of invoice copies and prepaid shipping materials. During our May 26, 2017, conversation with Ms***, she confirmed that she had received the device return materials but had not yet received copies of her March, April, and May 2017, invoicesWe confirmed her billing address, sent additional copies of the requested invoices, and waived the associated Bill Reprint fees. In addition, we updated her account to suspend collections activity for days to allow her the opportunity to receive and review her invoices. Ms*** expressed satisfaction with our response, and requested that this matter remain open in our office until she had received the invoice copies. We confirmed that Ms***’ invoices were mailed to her at the address provided on May 29, 2017. We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review. We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these issues, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** was frustrated that she had to make multiple attempts to get a lease cancellation charge and a non-return fee adjusted for a device that was returned to SprintWe spoke with Ms*** on May 16, 2017, and reviewed the account, locating the previous credit mentioned of $and the updated charges of $for the non-return fee and $for lease termination fee. In an effort to resolve, we have applied the necessary adjustments to these charges and updated the customer with her current balance. With this action, Ms*** confirmed her complaint has been fully resolved 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 On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she 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 Tell us why here

June 8, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** ** Case *** Dear Ms***: On May 24,
2017, Sprint received an inquiry submitted by your office on behalf of *** **. According to the information provided, Ms** accepted an offer to buy an Apple iPhone and get an Apple iPhone for free; however, she continues to be billed for the Apple iPhone devices. We appreciate your assistance in bringing Ms**’s concerns to our attention Starting in December and for a limited time, new customers and existing customers with an eligible upgrade who obtain an Apple iPhone or Plus with a 17- or 18-month lease or 24-month installment agreement, can save up to $on an Apple iPhone (16GB) with a 24-month installment agreement on a new line of service. A credit of $will be applied monthly to offset a potion of the associated installment charge for the iPhone On May 25, 2017, we contacted Ms** to discuss her concerns in detail. At that time, we contacted the management team of the Sprint kiosk location for further assistance in addressing Ms**’s concerns and they contacted her on June 7, 2017. Regrettably, Ms** did not qualify for the above-referenced promotional offer due to a new line not being added to her account. However, in an effort to resolve this matter and due to any possible misunderstanding that may have occurred, the installment agreement for the iPhone device on the telephone line ending in *** has been canceled. Additionally, a credit in the amount of $has been applied to offset the accelerated equipment charges associated with this device We regret any inconvenience this matter may have caused Mrand Ms**. If additional assistance is required, Ms** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

[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 acceptable to me because I don't want to waste more timeAs I described in the complaint letter, the reason I quit Sprint is for the trouble brought by their inconsistent replies, not the iPhone misfunctioning I really appreciate Revdex.com's help in solving my issue, you are really doing great job
Regards,
*** ***

May 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a refund issue. Ms*** advised that back in November 2016, an unauthorized purchase was made on her Sprint account; however, it was resolvedShe stated she then requested to transfer her number to one of the new devices on her account, and our representative confirmed this would be at no costWhen she received her invoice, she was billed $for device cancellation, and contacted our customer care department who advised her not to make any payments until the invoice is correctedHowever, she said she checked her account a week later and realized Sprint drafted a $1,payment from her account. As a result, Ms*** is requesting the $1,be refunded back to her account right away We regret any frustration that Ms*** may have experienced. We attempted to contact Ms*** by phone and via the e-mail provided, ***_***@***, on May 2, 4, and 11, 2017, to discuss her concerns in detail, but we were unable to reach her Although we have not had the opportunity to speak with Ms*** directly, our records reflect that on April 14, 2017, the $device charges were adjustedWe then requested the $1,payment to be refunded back to the checking/savings account on file. We also emailed Ms*** on May 11, 2017, to provide our findingsWe received an email from Ms*** thanking us for our help. If 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, Tuesday, Thursday and Friday, between 7:30a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst Tell us why here

[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
I would like to update a complaint with a positive outcome for the recent Sprint complaint
Regards,
*** ***

June 1, 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 the information provided, Mr*** described an unfavorable customer experience at one of our service and repair locations when he attempted to have his device’s cracked screen repaired, advising that he was initially advised by the person who greeted him that it could be replaced but was later referred by the technical agent to Asurion, our equipment insurance vendor, to file a claim. Because Asurion representatives referred him to a different service and repair location, Mr*** was successful in having his device repaired, but he is dissatisfied with the delay and misinformation provided to himHe requested that we provide a $account credit to offset the repair fee as reimbursement for his time spent We appreciate Mr***’s taking time to provide details of his experience with our referenced service and repair location. 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 were forwarded to the appropriate managerial staff for further review During our May 26, 2107, conversation with Mr***, we thanked him for his candid feedback related to his experience. He expressed his satisfaction with our taking note of his interaction and forwarding his concerns to the appropriate management staff. We informed Mr*** that, as outlined in our Terms and Conditions of Services, we do not provide compensation for time spent addressing account or equipment concerns; however, as a demonstration of our commitment to excellence, we offered a $courtesy service credit due to the misinformation provided to him by our staff. Mr*** accepted, and we applied the credit as agreed We regret any frustration this matter may have caused but are pleased that we were able to resolve Mr***’s reported concern satisfactorily. If he has any further questions regarding this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W. Executive Services Analyst

August 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***, *** ***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention
According to his rebuttal, Mr***, an enduser on the account of *** ***, stated that although the account was authenticated via the program administrator, Asurion, for a claim that was processed; he expressed his dissatisfaction with the resolution of his account concernsTherefore, Mr*** requests for Sprint to advise Asurion to process a $refund based on the insurance deductible charge that was applied towards the account holder’s account balance, and respond accordingly
As per our initial response, Sprint has reviewed Mr***’s complaint and our records reflect that on June 5, 2017, the program administrator, Asurion processed an insurance claim associated with phone number ending in ***As a result, a $deductible was applied towards the account balance and was reflected on their June invoice
Our records further reflect that on August 4, 2017, our Fraud Management team reviewed Mr***’s billing disputeAs a result, our Fraud Management team applied adjustments of $towards the insurance deductible chargeThe aforementioned adjustment will be reflected on the next invoice
We spoke with the account holder, Mrs*** *** on August 7, Unfortunately, she was unable to authenticate her account via the PIN and security information available on her accountShe was encouraged to visit a Sprint Retail Store location and provide two forms of valid identification to further authenticate her identity and update her PIN and security informationAt that time, Mrs*** confirmed her understanding of the information that was relayed to her
We attempted to contact Mr*** via telephone and e-mail on several occasions to explain the charges on the monthly invoices, clarify any specific charges in his dispute and address any additional concerns he may have with the charges reflected on the account; unfortunately, he has not responded
We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with the accountMr*** should be advised that in order to discuss the details of the account, he must be able to authenticate the accountAs a result, we want to advise Mr*** to have the PIN and security information available when he contacts us
We regret any inconvenience this matter may have caused Mrand Mrs***If we can be of further assistance with this issue, Mrand Mrs*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

July 6, Revdex.com Ward Parkway 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 complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** stated that an unauthorized line of service was added to his account. According to Mr***, he has been getting billed for the unauthorized line of service since January Mr*** is requesting that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr***’s complaint. Our records reflect that on February 18, 2017, while processing an upgrade for Mr***’s phone number ending in ***, due to a clerical error, phone number ending in *** was added to Mr***’s account on a month Lease agreement. Thereafter, on February 22, 2017, the disputed Lease Agreement on phone number ending in *** was canceled and credited. However, the line of service inadvertently remained active On June 8, 2017, Sprint reviewed Mr***’s account, canceled the line of service for phone number ending in *** and applied a credit to Mr***’s account to credit the cost of the disputed monthly recurring charges During June and July 2017, Sprint made several attempts to reach Mr*** at the phone number provided in his complaint, to no avail. If Mr*** would like to follin regard to this matter, we urge him to contact the undersigned at his earliest convenience We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me by calling our 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 Service Analyst

January 26, 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 filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Mr*** indicates he signed up for new service with Telesales and was offered a Buy One Get One (BOGO) for two devices; however, he states that his invoices only reflect one BOGO credit. He also states that he signed up for a gigabyte plan for $a month, but he was not using all of the data. As a result, he changed to a GB plan for $60, but instead of his bill decreasing, it increased. As a result, he is requesting we review these mattersWe reviewed Ms***’s account and confirmed it was established on August 26, 2016, via Telesales. We confirmed he was offered BOGO’s on two iPhone 6s devices and two Samsung Sdevices. He is receiving the BOGO credit on the iPhone 6s devices, but not the Samsung devices. Our records reflect that the BOGO on the Samsung Sdevice is not awarding because the promotion was not available on the date of his service activation. In an effort to reach an amicable resolution regarding this matter, we canceled the equipment installment on phone number ending ***. Mr*** understands and accepts this resolutionWe also confirmed that Mr***’s signed up with the GB percent off plan on five lines of service for $per month. On December 9, 2016, a plan change to our GB plan went into effect. The cost of this plan is $but also includes a $access fee for each of his five lines of service. As a result, Mr*** had an increase in his plan cost as reflected on his invoice. As a result of this service plan price increase, we changed his fives lines of service back to the GB percent off plan effective January 23, 2017. We issued credit for the cost difference reflected on his January invoice. We have a follow up to review Mr***’s February invoice to confirm the charges. We are confident his issues have been addressed and resolvedWe regret any frustration this matter may have caused and thank Mr*** for his feedback. If Mr*** has further concerns about the above issues, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, *** *Executive Services Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, Holly *** Sprint Account #xxxxx*** Sprint Case #***
To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Holly ***, submitted on September 12, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction with the lack of coverage in her home service area of Burlington, Iowa. Ms*** has indicated that she ported-out her lines of service to another wireless service provider and her account was assessed Early Termination Fees and accelerated Lease cancellation chargesMs*** further indicated that she returned the device associated with phone line ending in *** at a third-party retail store location in exchange for the waiver of the disputed chargesHowever, the adjustment was not applied to her accountMs*** requested that Sprint review these matters and apply an adjustment to her account accordingly Sprint has reviewed Ms***’s complaint. We regret that the coverage in Ms***’s home service area has fallen 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 in Burlington, Iowa is within Sprint’s “good” coverage area and operating within parameters during the time Ms*** stated that she experienced poor service. As outlined in our Terms and Conditions, the coverage and quality of wireless services 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 and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors coverage should become stronger. Our records indicate on September 23, 2016, Ms*** visited a third-party retailer and purchased an IPhone device at discounted pricing in exchange for a two-year Service Agreement for phone line ending in ***. In addition, on November 18, 2016, she visited a third-party retailer and purchased an IPhone 5S device at discounted pricing in exchange for a two-year Service Agreement for phone line ending in ***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 terms. If 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 the Early Termination Fee. Furthermore, on May 9, 2017, Ms*** visited a third-party retailer and upgraded her device associated with phone line ending in *** to an IPhone device via Sprint’s 18-Month Leasing programOur records further indicate on August 9, 2017, Ms*** elected to port-out the aforementioned phone lines to another wireless service provider effectively cancelling her account prior to satisfying the terms of the aforementioned agreements. Accordingly, her account was assessed the remaining Lease cancellation/Lease Device Purchase Amount charges, and Early Termination Fees for phone lines ending in ***, *** and *** totaling $1,as indicated on her August billing statement. We confirmed that the device associated with phone line ending in *** was returned to a third-party retail store location on August 12, In an effort to ensure a satisfactory resolution, we spoke with Ms*** on September 26, 2017, and discussed our findingsDuring our discussion, we offered Ms*** a one-time courtesy adjustment of $to offset a portion of the Early Termination Fees associated with phone lines ending in *** and *** in exchange for the return of the device associated with phone line ending in *** Ms*** agreed to return the device associated with the noted line of service. As such, we sent her a return kit to facilitate the return of her device to Sprint’s Returns warehouse within days from the date of this responseIn addition, we offered and Ms*** accepted an adjustment of $to offset the Lease cancellation and Lease Device Purchase Amount charges for phone line ending in ***, leaving her account closed with a remaining balance due of $171.01, which Ms*** agreed to payPlease note these adjustments will be reflected on Ms***’s October 24, 2017, billing statementShould Ms*** wish to make payment, she can contact our Customer Care Finance department toll-free at *** ***Ms*** expressed her satisfaction with Sprint’s efforts to resolve her account concerns We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

[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,
Stephanie ***

[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:Although Sorint FINALLY gave me the discount I was due right from the start, it took 7MONTHS TO GET THIS FIGURED OUT!! That is ridiculousIt should have been done immediatelyAfter all, if my plan increases, I am expected to pay that immediately, right?so I am still not satisfied I had to makem numerous calls each month and want monthly compensation over the next years, which will help me to not switch cell phone providersMi feel like an additional $40/month is fair
Regards,
*** ***

*** 22,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Complaint ID ***, *** ***
Dear Ms***:
Sprint is in receipt of the above complaint of Mr*** ***We appreciate the opportunity to address Mr
***’s billing concerns
Mr*** indicates that his secondary line was to be established under his existing Framily group; however, the line was established under a new Framily groupAs a result, he did not receive the $Framily discount for line ###-###-#### for roughly months
We reviewed Mr***’s account records and determined that his existing Framily group is maxed out at linesAs such, no further lines can be added to the groupWe are unable to determine when the group reached the maximum number of members; however, based on the information Mr*** provided, we applied credits to his account totaling $as reimbursement of the missing discount and applicable taxes for the disputed periodGoing forward, we are unable to discount the monthly service charges for his line due to the maxed Framily group limit; however, we offered to place line ###-###-#### on Sprint’s $Unlimited plan, which will save Mr*** $per month as compared to his existing planMr*** accepted this offer; however, we cannot facilitate the changes to line ###-###-#### until Mr*** brings his account current and his services are restoredMr*** advised he will pay the account balance in full and then contact me to facilitate the plan change
If you have any further questions, I can be reached toll-free by calling the Executive & Regulatory Services department toll-free at ###-###-#### or directly at ###-###-####I am available Monday through Friday, from a.mto p.m., Central Time
Sincerely,
*** ***
Executive Services Analyst
***

August 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*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr*** expressed his dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with fraudulent activity on his Sprint account. Mr*** stated that fraudulent replacement phone orders were placed on his Sprint account and he was assured that all charges would be removed; however, his Sprint account is still assessed a $deductible fee that has not be removed. Mr*** request that fee be removed We contacted Mr*** on August 8, 2017, and advised that there was confirmed fraud on his Sprint account; however the investigation has been completed and we removed the $deductible from his Sprint account. As a courtesy, we also applied an additional $credit to his Sprint account We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If we can be of further assistance with this issue, Mr*** 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, Twana T. Executive Services Analyst

April 28, 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 the information provided, Mr*** stated that he upgraded his devices with an offer of percent off each device’s monthly charge and that he would continue to receive an additional $monthly loyalty credit he is already receiving per deviceMr*** stated that his recent upgrade resulted in a monthly billing increase of $91, and as a result, he is requesting to have the outlined promotional credits awarded We regret any possible misunderstanding regarding this matter. Our records reflect that on December 17, 2016, Mr*** completed a device upgrade for his lines at one of our Sprint retail storesAll of the lines were provisioned with our $Loyalty credit with an Installment Billing Agreement (IBA); however, only phone ending in *** was provisioned with our percent off Galaxy Supgrade offer, as it was the only line of service eligible for this offerAccordingly, we have confirmed that the $Loyalty credit has been awarded accurately since the upgrades were completed. However, we further confirmed that the percent off IBA offer for line ending in *** has not awarded because both offers are not combinableFurthermore, our $Loyalty credit with an IBA offer is contingent upon the account remaining on one of our legacy plans; however, in order for the percent IBA offer to be awarded, the service plan would have to be updated to one of our current service plans which would result in a bill increase for Mr*** During our discussion with Mr*** on April 26, 2017, we explained our aforementioned findings. Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, and in appreciation for Mr***’s tenure with us, we offered to apply a one-time credit to his account totaling $to offset the monthly credit of $that would have been awarded by the percent off IBA offerWe are pleased to inform you that Mr*** accepted our offer and expressed his satisfaction with our handling of this matter. Accordingly, we consider this matter fully addressed and resolved. We regret any inconvenience these matters may have caused Mr***, and we appreciate his continued business. If we can be of further assistance with this matter, 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, Leslie *** Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX February 9, 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*** ***, filed on behalf of Mr*** ***. We appreciate your assistance with bringing our customers’ concerns to our attention In her inquiry, Ms*** stated that she called to update her billing address, and was informed by a customer service representative that a couple of adjustments will be made to her monthly service plan to decrease her monthly service charges. However, her subsequent monthly invoice reflected a higher account balance. Ms*** has requested that we update our records to reflect her previous monthly service plan. She also requested an account credit equal to offset the difference of the two monthly service charges After a review, our records reflect that Ms*** contacted our customer service department on December 12, 2016, and requested that we update her billing address. During that interaction, we informed Ms*** that the Unlimited Data Plan would save her money, and with our perceived acceptance, we changed her monthly service plan. However, Ms***’s subsequent invoice reflected monthly service charges higher than she anticipated. We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. We spoke with Ms*** on February 8, 2017, and confirmed that her January invoice reflects her initial Everything Data 1,monthly service plan. Our office applied a $credit to her account to offset the late fee and a portion of service charges reflected on her December invoice. If I can be of any further assistance regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** so that we may fully address her concerns. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst