Sprint Corporation

October 4, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Justin ***
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 In his complaint, Mr*** stated he canceled his account as a result of his dissatisfaction with Sprint’s coverage in his local calling area. Mr*** further expressed his dissatisfaction with the final payment that was drafted from his financial institution. Mr*** is requesting that Sprint refund the final payment, credit the remaining account balance and remove any negative reporting from the credit bureaus We regret that the coverage in Chaplin, Connecticut has fallen short of Mr***’s 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 As stated in the Terms and Conditions of Service, which can be viewed on www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control. Our records reflect that Sprint provides good coverage in Mr***’s local calling area based on his address in Chaplin, Connecticut. In addition, Sprint confirms coverage based on the service address our customer provides at the time of activation. Continuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Please note that our records reflect that on September 20, 2017, the above-reference payment was refunded to Mr***’s credit card ending in ***. We have made multiple attempts to reach Mr*** regarding his concerns. We attempted to contact him via phone and e-mail on September 26, and 29, 2017. We have been unable to reach him Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us 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, Taheera LExecutive Services Analyst

February 15,
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*** expressed his dissatisfaction with the length of time taken to receive a refund for his recalled Samsung Galaxy Note device that he returned to one of our retail locations in December Mr*** requested that we provide the refund owed to him
We regret any delay that may have occurred in providing Mr***’s requested refundSprint has no higher priority than our customers, and customer safety while using our products is synonymous with that prioritySprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Notedevice and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model
Our records reflect that Mr*** returned his referenced device to one of our retail locations on December 14, At that time, we took action to cancel the 24-month term agreement associated with that device to prevent the assessment of any Early Termination FeePursuant to the terms of the manufacturer’s recall, the replacement Samsung device model he purchased was offered at a deeply discounted, subsidized price associated with a new 24-month term agreement to be satisfied December 13, Our records further reflect that the $refund for Mr***’s returned device was processed by our Finance department on February 10, 2017, subsequent to our confirming its receipt in our warehouse
Our attempt to contact Mr*** on February 10, 2017, was unsuccessful; however, we left a detailed message at his daytime telephone number and sent an e-mail to him advising him of the actions noted aboveWe also advised him that most banks normally post the transaction to customer accounts within five business days but that some institutions, such as credit unions and smaller banks may take longerThat same day, we received an e-mail acknowledgement from Mr*** of his satisfaction of our resolution
We appreciate Mr***’s 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 customersPlease be assured that we value customer feedback and will utilize his input to improve our customer service training and processes
We regret any inconvenience these matters may have caused but are pleased that we were able to resolve Mr***’s reported concerns to his satisfactionIf we can be of further assistance with these issues, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between 7:a.mand 6:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

Tell us why here May 24,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of Mr*** *** submitted on May 4, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expressed his dissatisfaction with the inability to receive e-mail notifications from Sprint regarding his account as part of Sprint’s electronic billing (E-bill) programMr*** stated that he attempted to contact our Customer Care group with the intent to resolve this matter; however, he was unable to bypass Sprint’s Interactive Voice Response (IVR) system to speak with a Customer Care representativeMr*** requested that Sprint review this matter, resume receipt of his paper billing statements
Sprint has reviewed Mr***’s complaintAccording to our records, on August 4, 2014, Mr*** enrolled his account in Sprint’s electronic billing (E-bill) programPlease note that E-bill provides our customers with a no cost, convenient option to access up to eight years of invoices hours a day online at www.sprint.comCustomers can also access a detailed image of their most recent invoice via Sprint Zone from their device, and it is in the same format as the paper invoice that was previously mailedE-bill customers are also sent an e-mail reminder alerting them when their invoice is ready to viewCustomers have the option to select the best method of invoicing for their needsCustomers can opt out of e-bill and receive a paper invoice by updating their billing preferences via www.sprint.com
We confirmed that no changes were completed on Mr***’s account regarding his billing preferencesTo address Mr***’s concerns, on May 23, 2017, we applied a credit to his account to offset the late fees as reflected on the March and April billing statements
We regret the inconvenience that Mr*** may have experienced while attempting to speak with a representative from our Customer Care group, please note we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representativeCustomers may visit our web site, www.sprint.com, and login to their MySprint account to perform general account maintenance and to make paymentsCustomers may also use your 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
In order to ensure a satisfactory and mutually acceptable resolution, we attempted to contact Mr*** via phone and e-mail on May and of 2017, and mailed a letter to the address on file on May 11, 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we were unable to reach him directlyTherefore, we continued our contact efforts to Mr*** on May 15, and of 2017, without successShould Mr*** require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist his with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience
If Ms*** would like to further discuss this matter, he can contact the Executive and Regulatory Service Department toll free at ###-###-####, ext***I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive and Regulatory Analyst

August 12, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your agency once again In her rebuttal, Ms*** denied knowledge of the referenced account, which was referred to an outside collection agencyShe stated that she previously had a Sprint account; however, that account was included in her bankruptcy. Ms*** is denying all knowledge of Sprint account xxxxx*** We regret any possible misunderstanding that may have occurred related to the status of Ms***’ referenced Sprint billing. As outlined in our previous response, our records reflect that Ms*** activated Sprint services on March 19, 2015, and that her Sprint account was closed due to non-payment of her past-due balance on November 9, 2016. Information regarding her past-due $1,account balance was forwarded to an outside agency for collection on that date During our July 11, 2017, conversation with Ms***, we explained the information outlined above and sustained that the account balance and subsequent collections referral are valid. Ms*** advised that she is not disputing the amount but that she was advised that she could remit payments in installments to prevent referral to the credit bureaus. Regrettably, we have no record of any payment arrangement between her and the outside collections agency assigned to her account. Further, we confirmed that we have received no payment regarding the debt in question. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 4, and 10, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms*** at her address of record on August 10, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance with this matter. However, we have not yet received any response from her. Although we were unable to speak with Ms*** directly about her rebuttal, we believe that her reported concern has been completely addressed. However, if we can be of further assistance with this matter, or if Ms*** would like to discuss this issue in further detail, we invite her to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

October 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Omar *** Sprint Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrOmar ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’s inquiry, he advised that he purchased an iPhone Plus device from Apple, and he has requested that we unlock this device or provide him a refund for the amount he paid for the device. Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s iPhone Plus device associated with the phone number ending in *** is eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to this device on October 9, 2017. Mr*** also sent us an email dated October 11, 2017, and confirmed that he was able to activate this phone with his new carrier, and that this matter has been resolved. We appreciate Mr*** taking time to provide details of his experience with Customer Service and store 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 that this matter may have caused Mr***. If he needs further assistance with this matter, he can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Sprint reached out to me and partially fixed the issueHowever even though I explained to the person who called me from sprint that my account keeps getting locked for non payment when I have auto pay, I was reassured it wouldn't happen againSure enough it didI wasn't able to make phone calls because of past due paymentI reached out to spring again and I was told I owed $but they couldn't explain where was that money owed from which was unbelievable that they couldn't even explain their own charge that leads to my line being blocked for non paymentFinally after much frustration I told hte rep this wasnt acceptable and again notified them that I was set up for auto pay so how can it be that I haven't paid? I was told they would remove the $charge and reactivate my lineThe line was reactivated but then noticed a charge in my bank ac for $WHAT WAS THAT?? how do you go from to 80? next day without an explanation? I reached out to the executive office who was the one to call after I contacted you and sent an email explaining how this is continuing to be a problemNever heard back from themSo here we go againSPRINT has no clue whats going on with its extremely poor customer service
Regards,
*** ***

October 20, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, Andrea D*** Sprint Account XXXXX Sprint Case 2280141 To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsAndrea D***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, MsD*** stated that she has connectivity issues on her three devices. She further stated that she is billed $for three lines of service and we offer a new service plan that bills $per line of service. She also stated that she requested the aforementioned service plan and was advised that she needed to remit her account payment before changing her plan. Furthermore, she stated that she was not allowed to cancel one of her lines of serviceAnd last, she stated that her service is suspended. As a result, MsDejounette requested that we compensate her for any amount she was overcharged. We regret that our network in MsD***’s referenced areas may not have met her wireless communication needs or expectations. Our records reflect that our network in those areas is performing as designed, with no recent outages or issues that would lead to the concerns outlined in MsD***’s inquiry. However, as outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customers. Our records reflect that MsD*** has the Unlimited Family plan for $100, with the first two lines of service being included in the cost of the plan, and the third line being billed at $per month. Furthermore, we confirmed that the $per line of service plans that MsDejournttes requested is only available to new customers on a promotional basis. Our further records reflect that MsD***’s service was recently suspended due to non-payment. Upon our review of her charges, we did not find a Sprint billing error; therefore, no credit is warranted. Moreover, MsD*** can cancel her requested line of service; however, if her device has not fulfilled the associated Installment Billing Agreement, she will be responsible for the related cancelation charges. We spoke with MsD*** on October 18, 2017, and she requested that we contact her the following day. We made another attempt to contact her again by telephone and by e-mail on October 19, 2017; unfortunately, we were unable to reach her. In order to address MsD***’s connectivity concerns, we respectfully request that she contact us so that we can collect the necessary information to determine if this is a device issue or if we need to open a network trouble ticket. We regret any inconvenience these issues may have caused MsD***. If we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie 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,
Douglas ***

December 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 complaint of Ms***
*** submitted on November 16, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with being provided with misinformation from a Sprint Retail Sales representative, after she established service with SprintAccording to Ms***, she was informed that she would be placed on a $Unlimited price planHowever, her monthly charges have exceeded the quoted amountMs*** further expressed her dissatisfaction with not being properly informed of the $Account Spending Limit (ASL) FeeMs*** requested that Sprint review these matters, and remove the Account Spending Limit Fee
Sprint has reviewed Ms***’s complaintBased on our review, we are unable to substantiate the conversation between Ms***’s and the Sprint Retail Sales representativePlease be advised that we have engaged our Retail Stores management team with regards to Ms.***’s account concernsPlease note that we were advised that Ms*** has returned to the Sprint Retail Store location and they have explained the price plan and charges associated with her accountAlso, they have advised Ms*** that the $Spending Limit Fee is based on qualificaiton by the credit evalution performed at the time she established services with SprintMs*** was also informed that if she enrolled in our automatic payment and electronic billing e-Bill programs, we would waive the monthly $Spending Limit FeeHowever, Ms*** declined to enroll in the above options
We have contacted Ms*** via email, per her request, and she has confirmed that her account concerns have been resolved by the Sprint Retail Store location and she was satisfied with the resolution providedWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter
We trust this letter responds to your inquiryIf we may be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen LM***
Dar-Sheen LM***
Executive & Regulatory Services

August 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal submitted by Ms*** ***. 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*** described unfavorable customer experiences during her attempts to address her previously-reported payment concernsShe further stated that she has not received two refunds of her referenced payment, as indicated in our response to her initial fillingMs*** requested that we terminate her services. We regret any remaining misunderstanding that may exist related to Ms***’s referenced payment dispute. As outlined in our August 1, 2017, response to her initial filing, our records reflect that we posted cash payment of $to her Sprint account on June 2, 2017, and a check payment of the same amount posted to her account on June 4, 2017. However, because we provided a refund of one of those payments, at her request, on June 8, 2017, and subsequently received notification from Ms***’s bank that the check payment was reversed, her account reflects a balance of $496.44, which is past-due. Although Ms*** posted two payments toward that balance, both payments have been reversed, and we sustain that the balance is valid. As a result, we suspended services to her Sprint account on June 9, 2017, due to non-payment of her past-due account balance We also explained that we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment toward past-due balances. Ms*** indicated that her bank reprocessed her check payment; however, we assured her that we have no record of that action or of those funds being paid to us since our original conversation with her. While we regret that Ms*** remains dissatisfied with our response to her payment dispute, we assured her that we are unable to identify any error on the part of Sprint related to that matter. As such, we informed her that collection activities will commence for her past-due charges. If new information is received regarding this matter, we will gladly suspend collection activity once again while we further investigate We then invited Ms*** to remit a payment to satisfy her past-due account balance in order to have her Sprint services restored. Ms*** declined and reiterated her service cancellation requestWe respectfully informed Ms., *** that she is free to cancel her services at any time but that, if she elects to do so prior to the satisfaction of her existing device financing agreements, she would be responsible for any associated cancellation chargesMs*** indicated her understanding of the information provided. 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 such feedback and will utilize this input to improve our training and processes. We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, 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., Central Time Sincerely, Sean JExecutive Services Analyst

May 12, 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 rebuttal inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to ***’s subsequent complaint, she remains dissatisfied with the Contract Buyout promotion not being fulfilled As outlined in our previous response, we were unable to locate records confirming that Ms*** had completed the required registration for our Contract Buyout promotion. To address this matter, we requested that Ms*** provide a copy of her previous carrier’s final invoice reflecting cancelation or equipment fees that resulted from porting to SprintMs*** contacted us via email on May 11, 2017, and advised that she reached out to her previous carrier to obtain the needed informationShe stated that her previous carrier agreed to mail her an itemized bill reflecting the requested charges, with an expected delivery time of to days. In an effort to allow Ms*** additional time to provide us with the aforementioned document, we will make our offer to assist with her Contract Buyout concerns available to her for the next days If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

This problem has been resolved as of yesterday with a employee at the business office by the name of ***. Thanks,***

[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 ***, this resolution took two more phone calls to Mr Monk as the dates provided for the credit were not metMrMonk did, however provide more than I had requested and I am satisfied though I still have little faith in Sprint as a company as you do get an extreme amount of "run around"
*** ***

[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: I did not request Sprint to reset phone Only requested that I be advised who to contact regarding my concerns I was told by Sprint, Google there was nothing they could do to send back to Samsung I sent phone back to SamSung to do a flush per representative from Google SamSung sent it back to me with written notice that they were unable to repair due to reactivation lock I informed *** * with Sprint, she confirmed I would receive credit to return phone back to Sprint I did but still had problems with getting a replacement phone along with paying additional fees I obtained additional lines so that I could have access to communicateOne cellphone line was activated on a loaner phone I no longer had in and didn't know it was active until *** * informed meAlso, not sure what Sprint representative is speaking of when she states I made statements not in regards to my inquiry All statements I made were about the service I experienced with Sprint in regards to purchasing an Android phoneStill have phone because I could not return to Sprint store I'm waiting on shipping label to return
Regards,
Tracy ***

April 14, 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 promotional pricing she was quoted over the phone but not honored, stating that she called Sprint to troubleshoot her device and was extended an offer to waive the activation fee and no down payment, with an $credit towards her lease agreement. However, she stated that was not honored when she was transferred to purchase the deviceShe requested that we honor the terms of that quoted offer for the Apple iPhone Plus We regret any possible misunderstanding that may have occurred related to Ms***’ device purchase and any delay that may have occurred in resolving that matter. We contacted Ms*** on April 10, 2017, and advised that we would review the call to investigate her concerns and contact her with our findings. After review of the call, we again contacted Ms*** and advised that we show that she was given incorrect information regarding promotional pricing. As a result of our findings, we offered to rerate her billing for the term of her upgrade once she upgrades her device. Ms*** accepted our offer and will contact our offices when she decides to take advantage of the upgrade offer. In addition, as a courtesy, we applied an adjustment of $to her Sprint account to assist with the payoff of her current End of Lease fees. We appreciate Ms***’ 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 matters may have caused Ms***. If we can be of further assistance related to these concerns, she 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 *** Executive Services Analyst

January 27,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
We appreciate your assistance in bringing Mr*** ***’s account
concerns to our attentionWe regret any inconvenience that may have been experienced in this matter
According to the information provided in the complaint, Mr*** indicated that he received two Visa Rewards Cards to offset the phone cancellation charges that he incurred with his previous carrierHowever, when he attempted to use the cards, they were expiredAs a result, he requested to recover the value of the cards
During our discussion with him on January 26, 2016, we advised him that we are processing a check in the amount of $for the value of the above-referenced cards which he received, but didn’t attempt to use until they expiredWe advised him to allow up to days to receive the checkHe indicated that that the matter was resolved
If Mr*** 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 10:a.mand 6:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

May 23, To Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint account XXXXX***. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** expressed his
dissatisfaction with the charges that were assessed to his account for overage while roaming and being left with two phones he cannot use after canceling the service. He also expressed his dissatisfaction that his account was reported to an outside collections agency and reflected on his credit report. Therefore, he requested that Sprint waive the charges and the remove the account from his credit report. He also requested to have his phones unlocked for domestic use with a different provider or a refund provided to himWe communicated with Mr*** via email, and addressed his concerns. We researched his account and confirmed that no Sprint error occurred and his charges are valid; therefore, his account was forwarded to an outside collections agency and subsequently reported to the credit bureaus. His concerns were reviewed by our Executive Team and a final resolution was rendered. In an effort to mutually resolve his concerns and as a courtesy, credits totaling $were applied to Mr***’s account today to waive the overage charges reflected on his October invoice plus the activation fee and late fee he incurred. His remaining balance is $235.43, which is the result of unpaid service plan charges reflected on his November and December invoices for unlimited services on both of his phone lines. Mr*** was also advised that if payment is remitted to satisfy his account balance, his credit report will be updated to reflect this account as paid in full and he may contact our office directly to have his iPhone 5s device unlocked. However, his iPhone 4s is not a device that is eligible for domestic unlocking. More information regarding unlocking is available at www.sprint.com/unlockingWe advised Mr*** that we regret any inconvenience that this matter may have caused. If I may be of further assistance with these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

February 1, 2018 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx
Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted to Sprint on January 17, 2018. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she encountered an unfavorable customer service experience while attempting to resolve her account concernsMs*** expressed her dissatisfaction with being assessed monmonth lease charges totaling $per month for the two devices associated with her account, after receiving notification from Sprint that her lease terms were satisfiedMs*** requested that Sprint review this matter and adjust her account accordingly. According to our records, on December 22, 2015, Ms*** visited a third-party retail store location and upgraded the devices associated with phone lines ending and At that time, she activated an iPhone 6S and IPhone Plus devices via Sprint’s 24-Month Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Further, in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. We note that on December 22, 2017, Ms*** satisfied the monthly lease charges for the aforementioned devices, and she elected to keep those devices. However, she did not satisfy the balance of the Lease Device Purchase Amount option, per line in accordance with the terms of Sprint’s Leasing programTherefore, the leases associated with the aforementioned devices were converted to a month-to-month lease for $per month/per line as indicated on her billing statements. Should Ms*** cancel the remaining terms of her respective Lease Agreements, her account will be assessed the Fair Market Value (FMV) charges totaling $for phone lines ending in and 4205; however, Ms*** has the option to return the IPhone 6S and IPhone Plus devices to our Returns warehouse undamaged and in good working condition in exchange for the waiver of the Fair Market Value (FMV) charge(s) Based on our review, the month-to-month lease charges are valid and we are unable to substantiate or identify any errors on Sprint’s partWe spoke with Ms*** on January 23, 2018, and relayed the aforementioned informationMs*** confirmed her understanding of the information that was relayed to her and expressed her satisfaction with Sprint’s efforts to address her concerns. We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Ms***If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

We appreciate your assistance in bringing our customers’ concern to our attention
In her inquiry, Ms*** stated that she her billing amount has been incorrect since upgrading/activating two of her devices in November She stated that at that time she was informed that her monthly
charges would be billed at $137, plus taxShe also stated that her monthly installment for her two leased devices would be $each and that her monthly access charges of $for each device would be waivedAs a result, she is requesting that a credit be applied to her account for the difference she states that she was overbilled
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 provideIn 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 informationFurther information can be viewed on our website, www.sprint.com
With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes
Sprint has reviewed Ms***’s account and our records reflect that based on the Customer Summary provided at the point of sale, when she activated/upgraded to new devices in November 2014, she is on the service plan she elected at that time and that her monthly rate charges are correct based upon that plan selectionOur records reflect that based on the service plan elected, Ms*** received the promotional Access Charge waivers as advertised, which expired in December Further, our records show that MsMurdock was also receiving the a service credit for her ported in leased device, however our records also show that she was inadvertently misinformed that her existing phone number qualified for that same service creditAs a result, we offered to apply a one-time $credit for the disputed portion of Ms***’s bill, with the understanding that future invoices, as her plan is currently configured will bill at an estimated $Alternatively, we have offered to waive her current account balance of $and allow her to return her leased devices for a waiver of the remaining lease chargesThis offer will be available to her for days from the date of this letter
We regret any inconvenience that these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time

Re: Revdex.com Case # ***,*** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced complaint of *** *** submitted on April 27, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information received, Mr*** is dissatisfied with a third-party’s ability to access his deceased daughter’s Sprint accountMr*** requested that Sprint review this matter and allow him to take ownership of the account Sprint has reviewed Mr***’s complaint. Please note that our account transfer process for deceased individuals requires the person taking responsibility for the deceased’s account to validate the date of death of the account holder and complete a Transfer of Liability form. Once the paperwork is received by Sprint, the transfer of liability is completed. Our records indicate that Mr*** visited a Sprint retail store location on April 3, 2017, and changed the security PIN on his daughter’s account. However, a change of the security PIN will not prevent a validly submitted Transfer of Liability from being processed. Our records show that a Transfer of Liability was completed by a third-party on April 13, The third-party properly verified the deceased’s date of death and filed a Transfer of Liability form with our Customer Care group. Mr*** informed our Customer Care group that he had his daughter’s Power of AttorneyHowever, Mr*** declined to provide us with the necessary information, and he did not complete and return the Transfer of Liability form which had been provided to him on April 14, 2017, and again on April 17, We spoke with Mr*** on May 11, 2017, and relayed the above information to him. During our call, we explained that we would allow him to activate an account in his name and submit a Change of Ownership to transfer the lines of services associated with his daughter’s account to his account. This process requires Mr*** to provide Sprint with documentation of his daughter’s Power of Attorney. Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information. We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need and disclosing customer information unless authorized by the customer or otherwise permitted by law. For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr*** may visit our website at sprint.com/legal/privacy.html After thoroughly reviewing Mr***’s concerns and our records, we have confirmed that our position regarding this matter has been addressed in accordance with Sprint policies and procedures. While we regret that Mr*** may disagree with our findings and position, we are confident that his concerns have been fully addressed to the best of our ability. We trust this letter responds to your inquiry. If we can be of further assistance, Mr*** can contact the Executive and Regulatory Services Department at ###-###-#### ext., ***. We are available Monday through Friday from 8:am to 4:pm, Eastern Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services