Sprint Corporation

April 24,
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 April 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his equipment concernsMr*** expressed his dissatisfaction with the performance of his iPhone 128GB devices associated with phone numbers ending in *** and ***, which has fallen short of his expectationsMr*** requested that Sprint review this matter and provide him with a new comparable device without further cost to him
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** activated an iPhone Gold 128GB device associated with phone number ending in *** and an iPhone Black 128GB device associated with phone number ending in *** via Sprint’s Leasing program on November 8, Please 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Please be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty
Mr*** subscribes to our TEP option on his noted line(s) of serviceIf the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period
If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep
We spoke with Mr*** on April 20, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised Mr*** that he may visit a local Authorized Sprint Service and Repair Center location or an Apple Retail Store location to have his iPhone devices diagnosed by a Retail Store technician to determine if his device is defectiveMr*** confirmed he is aware but remains dissatisfied and contends that Sprint should replace his devices at no costAlthough Sprint sustains that between Mr***’s provisions of the limited one-year manufacturer’s warranty and the terms of Sprint’s TEP he has options with which to pursue for assistance with his possibly malfunctioning device; in order to provide an amicable resolution and closure to the matter
Sprint has agreed as a one time courtesy to reset his upgrade eligibility associated with phone numbers ending in *** and *** and advised him that he will be responsible for all charges associated with upgrading his devicesHowever, we did advise Mr*** as a further one time courtesy we would send him return kits to facilitate the return of his iPhone devices and upon confirming their return to our Returns warehouse we will adjust any applicable cancellation charges with their respective Lease AgreementsMr*** confirmed his understanding with the information provided and he expressed his satisfaction with our resolution
We appreciate Mr*** taking time to provide details of his 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 Mr***’s feedback and will utilize his input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA product. In her inquiry, Ms*** expressed her concerns regarding the two service payments she was billed when making a service plan change to her account. Although she was given a confirmation number that one of the payments she made were refunded through VMU, she further advised that our system did not accept the confirmation number she was provided and she filed a dispute with her financial institution. A week later she confirmed that her account had been credited $43.17, and discovered that her service was interrupted for non paymentShe requested her service to be restored and a credit of $be applied to her account towards next month’s service charges Our records reflect that Ms***’ VMU account is currently setup on monthly auto-pay; therefore, her account was charged $on August 23, 2016. Furthermore, because the account was not properly updated, a second payment in the amount of $was processed on August 29, 2016. However, VMU received two chargebacks, one for $and a second charge of $on August 24, and August 30, 2016; therefore, her service was interrupted. During our August 30, 2016, conversation with Ms***, we explained the information outlined above. Due to any possible delay in providing her refund back to her credit card, and to resolve the chargeback, we applied a $credit to Ms*** account on August 30, 2016. Ms***’ account was restored and is currently active and in use On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any further questions regarding this concern, she can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** E*** 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 delayed activation of his recently-upgraded iPhone device, advising that the delay was the result of an additional security setting put in place without his knowledge or consent by one of our retail representativesMr*** requested that we allow him to keep his current device with no further equipment billing or allow him to return his new equipment to us and provide his recently-surrendered back to him We regret any misunderstanding or delay that may have occurred with the activation of Mr***’s referenced deviceOur records reflect that Mr*** accepted upgraded an 18-month equipment lease agreement when he upgraded to that device on January 8, 2018, and that the activation of that equipment was completed on January 9, 2018. We spoke with Mr*** on January 19, 2017, and confirmed the information outlined aboveWe also confirmed that we are unable to identify any error on the part of Sprint related to his equipment-activation issue and assured him that, as a result, we must respectfully decline his requests. We advised that his equipment lease charges will be considered valid if he retains possession of his current device but also advised that, although he is welcome to return the device to us under the provisions of our Sprint Satisfaction Guarantee processes, we are unable to return his surrendered device to him, as it became the possession of Sprint and has been forwarded from the point of sale to be refurbished. As such, if he returns his new device to us, he will need to obtain a different device via the sales channel of his choosing. Mr*** expressed his continued dissatisfaction with the options provided and requested that we reconsider or escalate his concerns further. At Mr***’s request, we forwarded his dispute to our executive management team for additional review. A member of that team attempted to contact Mr*** on January and 30, 2018, without success. To date, we have not received any response from him, and our position remains unchanged We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Mr***If we can be further assistance with these concerns, he can contact me directly by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

June 27, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concern to our attention. In the information received, Ms*** ***, an authorized user and the
spouse of our account holder, *** ***, stated that on May 14, 2016, she visited a Sprint retail location to upgrade two devices. She stated that she was advised that she would receive a monthly $loyalty credit for each upgraded device, making the lease payments $a monthly for payments. In addition, she stated that she was offered a free tablet, which she accepted. She stated that on the next invoice, her bill was $and that the tablet was $per month, not free. She stated that she contacted our Customer Care department to inquire about these charges and was advised that the $loyalty credit should go into effect within two billing cyclesShe stated that she was advised that the monthly recurring charge for the tablet is $a month. She stated that she was still dissatisfied and spoke with a supervisor who advised her that she did not qualify for the $monthly loyalty credit because she was not on a qualifying planShe stated that she was advised that she could return the tablet by June 14, 2016, and since it was within our trial period, she could cancel the line associated with the tablet with a waiver of the Early Termination Fee. She sated that she went back to the point of sale to return the tablet on June 14, and was advised that it was too late to return it because there were days in May and she would have had to return it by June 13, 2016. She stated that the representative stated that he would speak with his management to see if we could credit the account $for each line, which is equal to the $loyalty credit for monthsShe is requesting to return the tablet and to receive the $monthly loyalty credit for her two leased devices In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our products. A Customer can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated). If the service plan required a service agreement, no termination fee is charged when cancelled within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. The customer is responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation dateWe spoke to Ms***, on June 22, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to waive the Early Termination Fee with return of the tablet to our warehouse, we also offered to credit the monthly recurring charges associated with tablet. In addition, we offered a one-time lump sum credit in the amount of $240, which is equivalent to the $monthly service credit for two devices. Ms*** accepted our offer and credit in the amount of $was applied to the account. A postage paid return shipping label was sent via email for her to return the tablet to us. Once it is received in our warehouse, the Early Termination Fee will be waived We appreciate Ms*** taking time to provide details of her experience with our Customer Care and retail store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and have forwarded it to the appropriate management for review We regret any inconvenience this matter may have caused. If we can be of further assistance with this concern, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday between 9:a.mand 5:p.mCentral Time Sincerely, *** * Executive Services Analyst

July 31, 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*** ***. We appreciate you bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that her bills are higher than anticipatedAdditionally, Ms*** stated that she would like her previous employee discount reinstated. As stated in our Terms and Conditions, Sprint bills in monthly increments and payments are due as stated on your bill. If payment is not received in full by the due date on your bill, late fees may be assessed, in amounts up to the maximum amount permitted by law in the state of your billing address During our conversation with Ms***, we advised that her balance is consistently past due. Additionally, between January and July 2017, two payments were returned as insufficientMs*** requested to cancel two lines of services, each with an active lease agreementAlthough, she is outside of our Returns Policy period, we mailed Ms*** two postage paid kits to facilitate the return of those devices. We advised that contingent upon our confirmation of receipt of both devices in our warehouse, and in good condition, within the next ten days, we will credit both the lease cancelation and device purchase chargesIn accordance with Ms***’s request, we have attached a chart that summarizes her carryover balances, current charges, payments, adjustments, late fees and ending balances from January to July 2017. In order to receive a Sprint Discount Program discount, upon activating new Sprint services, customers must provide proof of eligibility within days, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount. Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation. Once eligibility is validated, customers are not prompted to validate eligibility again for at least months. During our conversation with Ms***, we informed her that to reinstate her employer discount, she will need to visit www.sprint.com/verify and submit the requested information for review. If approved, Ms*** may receive a credit of up to $per active line of service If we may be of further assistance with this matter, Ms*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst Enc *See Adjustment Chart for Details Adjustment Chart Adjustment Amount Date Added Adjustment Type

[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:This is NOT true they sent me a phone then within a day or the phone was giving me problems no text no calls in or out drop calls if they came in or if I called out...I stated im years old and I have to have someone put all my emails download all my information all my linked in facebook Insta gram ect with passwords and they stated the phone has a defect in it thats only 1-days oldThe guy was rude nasty and I also was mad after going to the sprint store times on a lunch breakThis company is not good and corporate needs to know..not the esculation department they do NOTHING! I did not refuse I stated I cant do this all over again with passwords and downloading all this info again!***Sent from AOL Mobile Mail
Regards,
*** ***

March 30, 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 Mr*** ***. We appreciate your assistance with bringing our customers’ concerns to our attention In his inquiry, Mr*** stated that he has been unable to obtain an explanation for cause of his fluctuating account balance. He also stated that his account balance is more than the $estimate provided. Mr*** further stated that he was misinformed regarding the Buyback promotional offer. We attempted to reach Mr*** via phone and email on March and 28, 2017, to discuss his concerns in detail. We also mailed a letter to his address on file requesting that he contact our office to address his concerns. To date, we have not received a response from 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 complaint Upon initial review, we were unable to identify a Sprint billing error, as Mr*** is being billed per the service plan and equipment associated with his account. Also, we were unable to confirm that Mr*** was informed his monthly service charges would total $200. Furthermore, the Buyback promotional offer allows customers who switch their service to Sprint to turn in their device and final invoice from their previous carrier, and Sprint will reimburse any applicable cancellation or unpaid equipment charges (less the buyback credit received) once the online registration is completed and requirements satisfied. We look forward to speaking with Mr***. We encourage him to contact us at his earliest convenience to address his outstanding account concerns. If I may be of any further assistance regarding this matter, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

[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 need to clarify that the fact is they said a special phone did not qualify I asked for written proof of the so called special phone and they could not or shall I say refused to provide a copy of said acknowledgement and was told directly the only way they could show me said rules was to obtain a subpoena from a courtReally?? A subpoena to prove themselves correct?? Not buying it
Regards,
*** ***

We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** cited that, although he returned his Airave unit to us, we have not applied the appropriate credit to his account to offset the charge for that deviceMr*** requested that we
expedite the $credit
We regret any delay in processing Mr***’s referenced equipment credit to his Sprint accountUnfortunately, we have no record of our receiving Mr***’s Airave unit in our warehouseHowever, to resolve Mr***’s billing issue, we applied credits totaling $to his account on March 8, 2016, to offset the charge for that equipment
During our conversation with Mr*** on March 11, 2016, we provided the information aboveMr*** was satisfied with resolution
We regret any inconvenience this issue may have caused Mr*** but trust that the actions noted above have satisfactorily addressed his reported concernIf we can be of further assistance regarding this inquiry, Mr*** 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,
Minnie S
Executive Services Analyst

June 21, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File *** Sprint Account XXXXX***, *** M*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, his former Sprint account was written off and the debt was referred to a collection agency. He indicates that he entered into payment arrangements with the collection agency, but the debt was subsequently moved to a different agency. As a result, he is requesting that Sprint recall his account from the outside collection agency so that he can pay the debt. We regret the circumstances that prompted Mr***’s complaint. We contacted Mr*** and advised that we are unable to recall the account from the third-party collection agency, AFNI, because the account balance is valid and remains unpaid. However, if he prefers, he can remit payment directly to Sprint and once the debt it paid, we will notify the collection agency to cease further collections efforts. In turn, the collection agency will notify the credit bureaus to update his credit file to reflect that the debt has been paid in full. Mr*** accepted our findings and advised he will pay the account balance at his earliest opportunity. If he has any further questions, 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

[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:
What an awful, self-promoting letter from SprintToo bad they don't talk about the twice weekly or more harassing phone calls they continued to make to merely tell me they were working on it but still hadn't made progress due to terrible customer service record keeping and accounting practicesAdditionally, it's too bad they failed to mention that they refuse to communicate in writingSee prior sentence.I received my refund days agoFinallySprint should fire all their "customer service" agents and start from scratchTheir business model is shameful
Regards,
*** ***

October 12, 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’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the length of time taken to receive his new Apple iPhone purchased on September 9, 2016. Mr*** requested that we deliver his new handset as soon as possible and a full refund as compensation During our conversation with Mr*** on October 11, 2016, we advised that the demand for his specific device model exceeded our supply when he purchased it via our web sales channel on September 9, 2016. We regret that the handset was not shipped as originally promised; however, we confirmed that the handset is currently in route with the shipper and scheduled for delivery by the end of day on October 11, We appreciate Mr***’s business; however, as outlined in our Terms and Conditions of Service, Sprint does not provide compensation to customers in an effort to resolve concerns that are brought to our attention. Therefore, we respectfully declined Mr***’s credit request We appreciate Mr***’s taking time to provide details of his experience with our online order and delivery process. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We are pleased that we were able to address Mr***’s reported concerns to his satisfaction. If these matters remain unresolved, he 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, Lori KExecutive 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
complaint of *** *** submitted on May 2, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Colmar Manor, Maryland. In addition, she expressed her dissatisfaction with being advised that she would be required to extend her agreement with Sprint upon updating her price planMs*** requested that Sprint review these matters and allow her provide her with an amicable resolution and allow her to cancel without any cancellation fees. Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms ***’s service area 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 within Sprint’s good and was operating within parameters during the time he stated that he 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 his coverage should become stronger. Our records further indicate that Ms*** upgraded the device associated with phone line ending in *** and activated a new line of service associated with phone line ending in *** on March 2, At that time, she purchased devices at discounted pricing in exchange for a two-year Service Agreement per lineShould Ms*** wish to cancel the aforementioned phone lines prior to satisfying the terms of her Service Agreements, she would be assessed a prorated Early Termination Fee per line, which are valid Further, on April 5, 2017, our records indicate that Ms*** contacted our Customer Care group inquiring about the Unlimited Freedom plan and expressed her interest in lowering the cost of her monthly recurring chargesDuring the call, we advised Ms*** that if she elected to update her price plans she would be assessed $Subsidized Phone charges per line. We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone charge. However, if Ms*** elected to update her plans and elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement she would be assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans Furthermore, on November 25, 2016, Ms*** upgraded the device associated with phone line ending in *** via Sprint’s Monthly Installment Billing 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 Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypayShould Ms*** wish to cancel phone line ending in *** prior to completing the terms of the Installment Billing Agreement, she will be assessed an Installment Billing accelerated cancellation charge, which is valid We spoke to Ms*** on May 4, 2017, and discussed our findings in detail and relayed the aforementioned information to herMs*** confirmed her understanding of the benefits of our new price plans. Although we are unable to identify any billing errors, to mutually resolve this matter we offered and Ms*** accepted a one-time courtesy adjustment of $Ms*** expressed her satisfaction with the resolution provided to her 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
Cindy *** from Sprint was extremely helpful and instrumental in getting our number ported back I appreciate her help in resolving this matter.
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 meThe representative, ***, was one of the nicest, most understanding people I have spoken to Thank you for handling this case
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Upon receipt of my complaint, Mr*** *** promptly called me and said that a Sprint phone was being sent. I looked at his Revdex.com complaint response; there was one error in his statement about my complaint. I had said: “My *** *** phone has intermittent problems which began Aug 2016. It would not turn on or wouldn’t always stay on. At one point a ‘system error’ was displayed.” I did not say that the “*** *** device is shutting off and turning on by itself.” On September I called Sprint PCS Customer Service @ *** to activate our new phone; *** answered. She was very nice but said that she couldn’t activate the Sprint phone because it wasn’t a consumer account; she further said that the Pioneer Plan was ended a few years ago. After I told her that I had received the phone only after writing the Revdex.com, and told her that if she couldn’t help me that I would follow up with *** ***, she made a call, and that the local Sprint Store in Carmel Mountain, where I had begun my efforts to correct this problem, would activate the unit. I drove over to the Sprint Store. *** assisted me, ensuring that there wouldn’t be an activation fee, and did a great job.I am NOT wanting to go through this trek again. It is my hope that Sprint will live up to our agreement in the future
Regards,
*** ***

Ms*** ***’s filing expressed her dissatisfaction with the level of customer service she received while attempting to resolve her account concerns. According to Ms***, she requested to have her account cancelled on February 15, 2016. However, only one line was cancelled
and the additional line remained active until June 22, As a result, Ms***’s account was assessed additional monthly recurring chargesMs*** requested that Sprint review this matter and adjust her account accordingly Sprint has thoroughly reviewed Ms***’s complaint and we regret the delay in processing Ms***’s cancellation request. Please be advised that we only received a cancellation request for phone number ending in *** on February 15, 2016. However, the phone number ending in *** is associated with a Tablet device, which remained active. Please note that we have confirmed that service was not utilized on the aforementioned numberFurthermore, the aforementioned number was cancelled on June 22, 2016, leaving her account closed with a balance of $ We spoke with Ms*** on August 16, 2016, and relayed the aforementioned information to her. To amicably resolve this matter, we offered to apply a one time adjustment of $to the account to offset the account balance, leaving her account closed with a zero balanceMs*** accepted the offer and confirmed that she had no further issues. We apologize for any inconvenience this matter may have caused Ms***We appreciate Ms*** taking the time to provide us with details of her experience with our Customer Care group. We are continually seeking ways 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 processes

May 20, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms*** *** submitted on May 13, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention. We regret that she has contacted your office once more citing dissatisfaction with our prior responseIn Ms***’s follfiling, she advised that she is has not received a refund check for the last payment she made on the account. Ms*** stated that she requested to cancel her account but that her request was not processed. As a result, she is requesting that we cancel the account, credit any additional charges she incurred, and process a refund for the last payment she made on the accountDuring our conversation, we apologized for any inconvenience Ms*** may have experienced as a result of this issue. Further, we advised her that our records reflect that she requested to cancel her account on January 21, 2016, and the account was canceled on February 4, 2015, the end of the billing cycleWe advised her that due to any possible misunderstanding that may have occurred we applied credits totaling $to offset the final balance on the account. Additionally, in an effort to mutually resolve her concern we processed a refund check for $20.42, equivalent to the last payment she made on the account. Please allow to business days for the refund to be processedIf Ms*** needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

October 27, To Whom It May Concern: *** is in receipt of the above-referenced inquiry of Mr*** ***. *** received this inquiry on October 17, 2016. We appreciate your assistance in bringing our customers' concern to our attention. According
to the information provided, Mr*** states that he was advised that *** would pay for the Early Termination Fees billed by his prior carrier; however, he was not advised that to receive this offer, he would be required to return his prior carrier’s devices. Further, he states that the Total Equipment Protection (TEP) plan was not cancelled after days as advised by at the point of saleAnd last, he states that he was billed for accessories that he was advised would be free, and he reported coverage concerns. As a result, MrParmely is requesting that *** credit his final balance in full. He is also requesting that collection efforts be discontinued As we discussed with Mr***, our records reflect that an *** *** Rewards card was issued for one of his lines of service ending ***. Respectfully, the terms of the promotion require the return of the prior carrier devices to issue a gift card for the associated Early Termination Fees. Therefore, the reward cards were denied for the other lines of service. Further, our records reflect that a credit of $was previously applied to his account on March 15, 2016, to offset a portion of the disputed TEP charges. As we discussed with Mr***, our records also reflect that the accessories were purchased via an Installment Billing Agreement (IBA) and thus the charges are valid. However, due to any possible misunderstanding, and in an effort to reach an amicable resolution regarding this matter, we have applied credits totaling $to offset the balance on the account. In addition, we have adjusted the Early Termination Fee that will be billed for the tablet line ending ***. We requested that the device be sent back to us to offset the valid fee, but Mr*** stated that he did not have the device in his possession. As an additional gesture of goodwill and to get final closure to his matter, we will not require that the device be returned to waive the noted fee; however, we will place the tablet on negative file so that it cannot be utilized. We will follto review Mr***’s November invoice to adjust any residual charges To date, the referenced account has not been referred to any third-party collections agency. Consequently, no negative information pertaining to this account has been reported to the credit bureaus. We regret any inconvenience Mr*** may have experienced. If I can be of further assistance, he 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.mCentral Time Sincerely, *** *Executive Services Analyst

May 12, 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 above-referenced complaint of Mr*** *** ***-***. Thank you for forwarding our customers concerns to our attention. In his inquiry, Mr***-*** indicated he signed up for new service and leased an iPhone. He started using the service and was not satisfied with the coverage. As a result, he contacted us to cancel the service but was advised he would have to pay $for his device. He stated he paid $for the phone at the point of sale, then days later received a bill for $57.67. He stated he signed up for automatic payments and we took the money but it left his bank account negative. He is requesting to return the device, receive a refund of $107, and for Sprint to waive the $device balance We reviewed Mr***-***’s account and confirmed he signed up for service on March 4, 2017, with one line of service. He also leased an iPhone SE device. He contacted customer service on March 16, 2017, to report coverage issues and a network ticket was created for further review. On March 27, 2017, our records reflect that he contacted customer service to inquire about cancelling the service on the account but decided to remain our customer During our conversation with Mr***-*** he indicated his coverage complaint is for data only, as his voice service works fine. We reviewed his data usage and confirmed that Mr***-*** used Gigabytes of data in March and over Gigabytes in April 2017. We submitted another network ticket to review his data issue. Our technical support team spoke with him on April 28, 2017, and refreshed network settings on his device. Mr***-*** was going to continue to test the updates and technical support would follow up. Our follow up calls to Mr***-*** on May and 10, 2017, were unanswered and he did not return the call Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. Customers can return their device to the point of sale within that time period for a full refund (day of the days starts the day after activation). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If the service plan required a service agreement, no termination fee is charged when a customer cancels within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation Mr***-*** is outside of our 14-day Satisfaction Guarantee return period. Should he elect to cancel his service he will be assessed a cancellation fee according to his device lease terms. We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance, he 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, Ann HExecutive Services Analyst