Sprint Corporation

Executive & Regulatory Services P.OBox Irving, TX November 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** stated that upon upgrading her device to an iPhone 6S, she turned in her iPhone 6. However, a $Non-return fee was assessed to her account, and she has been unable to resolve this issue. She has requested that we credit the $charge. We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. Our records reflect that Ms*** purchase an iPhone 6S in July via Lease agreement. During the transaction, she turned in her iPhone 6, and the associated Lease agreement for the iPhone was canceled. As a result, a Lease Cancellation fee and a Non-return fee were systematically assessed to her account. Therefore, we applied credits of $and $to her account to offset the Lease Cancellation and Non-return fees, respectively. These adjustments will be reflected on her November invoice. Should Ms*** have any questions regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst

[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 wish to commend Minnie Sof Sprint She was very gracious & handled this issue in a kind & professional manner...something the original store managers should have done or should have been able to do I also wish to commend the Revdex.com of Greater Kansas City for their prompt intervention & help in coming to a fair & appropriate resolution for all.Thank you kindly & Happy Easter.
*** E***, PhD

May 5, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** ***, submitted on April 16, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to obtain a working phoneShe states that she went into her local store within days of starting service advising that she was experiencing issues with her equipmentShe states that she was advised that in order to return the equipment she would have to pay a $restocking fee which she states that she was not made aware ofMs*** is requesting to exchange the phone and have this matter resolved in a professional manner. We spoke with Ms*** on April 25, 2017, regarding her equipment concernsWe explained to her that a $restocking fee is charged for return of any activated device (even pre-owned devices) and mobile broadband, whether exchanging or canceling serviceFurther, we advised all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warrantyWe offered to add the insurance to line ending in *** as Ms*** is within days of activationUnfortunately, she did not accept our offerFurther review of the account confirmed that a return kit was sent to Ms*** for the LG Tribute HDCurrently, the device is still active on account XXXXX***.We appreciate Ms*** for taking the time to provide us with details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToya ***Executive Services Analyst

April 13, 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 March 20, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with her account being assessed a Lease Device Purchase Amount charge, upon cancelling service with Sprint. According to Ms***, she expressed her dissatisfaction with the inability to receive a return kit, enabling her to return the device in exchange for the waiver of the referenced chargeMs*** further stated that she has had an unfavorable customer service experience while addressing her account concernsMs*** requested that Sprint review this matter and assure that her account is adjusted accordingly Sprint has reviewed Ms***’s complaint. Please note that once the customer’s leased device is cancelled, the account is assessed the Lease cancellation and/or Lease Device Purchase charges. Though the Lease Cancellation and/or Lease Device Purchase Amount charges are charged to the account, the charges will not become due until the customer’s next bill cycle due date. We further note that once Sprint receives the current device at our Returns warehouse, the Lease Device Purchase charge will be waived Our records reflect that on March 28, 2017, Ms***’s returned device was processed at our Returns warehouse and a credit was applied to her Sprint account to offset the cost of the Lease Device Purchase charge, which will appear on the April 12, billing statement In an effort to ensure that Sprint has satisfactorily addressed Ms***’s account concerns, we attempted to contact her via phone and email on March 22, and of 2017, and mailed a letter to the address on file on March 27, 2017, advising receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a return call from Ms***. Therefore, we continued with our contact efforts to Ms*** on April and of 2017, without successShould Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her 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 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 Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience We appreciate Ms*** taking time to provide details of her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to resolve this issue. If I can be of further assistance with this matter, please contact the Executive & Regulatory Services Department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

October 21, 2016 To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, his two tablet devices were stolen
prompting him to obtain a replacement for one while awaiting reimbursement from his insurance company. Mr*** indicates that during his attempt to replace one tablet, he had trouble updating the associated service plan because the original tablet had been flagged as stolen. As a result, Mr*** decided to cancel the tablet order, but since it had already been shipped, he was informed he would have to return it to Sprint or he could refuse delivery of the item. Mr*** is requesting to return the replacement tablet and not incur a restocking fee for this issue. We regret the circumstances that prompted Mr***’s complaint. We spoke with Mr*** on October 14, 2016, and advised that a return kit was ordered for the replacement tablet. In addition, we confirmed Mr*** will not incur a restocking fee as long as the tablet is unopened in its original packaging upon receipt. We appreciate Mr*** for taking the time to provide us with the details of his recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We thank Mr*** for being a valued Sprint customer. If he needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, *** ***Executive Services Analyst

November 1, 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 inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advises that she was told by our representatives if she upgraded with a two-year agreement via our website to an iPhone 6, that the $Subsidized Phone Charge (SPC) is waived. Therefore, Ms*** is requesting that we review this matter, and remove these fees from her account. We have reviewed the account and find that Ms*** upgraded two of her phones on September 17, 2016, and accepted two-year Service Agreements on both lines. As a result of these agreements, the phones are deeply discounted. Therefore, an additional $monthly SPC per line is billed when a discounted device is activated on phone lines with her current service plan. Customers can find the full details of the fee online at www.sprint.com. Due to any miscommunication or misinformation that may have been provided regarding the $SPC, we applied credits to Ms***’ account totaling $to offset the SPC plus applicable taxes that are reflected on the October invoice. Further, we waived the SPC for her two phone lines ending in *** and *** contingent upon them remaining on the current shared plan. Please note that any future upgrades via a two-year Service Agreements are subject to the SPCWe understand that this has been a frustrating experience and greatly appreciate the opportunity to rebuild Ms***’ faith in Sprint. In appreciation of Ms***’ continued patronage, we applied a one-time $account creditWe appreciate Ms***’ patience and business, and regret any inconvenience she may have experienced as a result of this matter. If she needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive 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,
*** ***

October 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Megan NB*** Sprint Account xxxxxx Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of MsMegan NB***. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information provided, MsB*** states that she did not have service at her new location and needed a solution. She states she was advised to return her devices and that all fees and charges would be removed from her account. MsB*** further states that the representative advised her that she would receive a call to confirm that she returned the devices; however, after a week, she did not receive her return kit. Additionally, she states that she received a bill for $for termination fees and was advised that she was responsible for the chargesBased on the information received, when MsB*** called back to our Customer Care department, she states that she had an unfavorable customer experience while attempting to address her concerns. As a result, MsB*** requests a written response stating that the $lease cancellation charges will be removed from her account and that she will not responsible for any other charges. We spoke with MsB*** by phone and via email regarding her account billing concerns. We advised her that we have confirmed that she was informed to return her devices and that all fees would be credited. We also confirmed that she returned the devices listed on her account and applied a full credit of $to offset the cancellation fees assessed to her account. With this credit, the cancelled account is finalized and reflects a zero balance. MsB*** accepted our resolution and did not have any further concerns We regret any inconvenience this matter has caused MsB***. We appreciate her for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If MsB*** needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at 1-855-848-3280, extension 1479. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive 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:The insult and intimidation was not only against meMy elderly mother was present, because I wanted to buy her a phone for mothers dayThe individual from Sprint caused fear and intimidation, and humiliated me and my mother(who suffers from Parkinson's disease and its currently under strict medical careFurthermore the response does not explain any action whatsoever and does not reflect the desire to provide the best services and act with ethical and appropriate business standards from this companyI can only speak for myself and my mother but I can only imagine someone else that has a foreign accent , This individual represents a company and has the obligation to represent said company in a respectful mannerAnd as of now, they don't care about disrespecting and elderly womanThat to me is a coward action
Regards,
Leo E***

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by *** *** submitted April 25, 2017. We appreciate the opportunity to address her account concerns. Ms***’s filing expressed her dissatisfaction with the inability to receive the Referral Reward Card as part of Sprint’s Referral program. Ms***’s requested that Sprint review this matter and take the appropriate action. Sprint has reviewed Ms***’s complaintSprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated. New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement. Additionally, the referrer’s account must be must be in good standing before Reward card is processed. According to our records, due to a system issue the reward cards that were approved on March 7, 2017, were not processed. This issue was resolved on April 21, 2017; Ms***’s American Express Reward Card’s were processed and is expected to be received within to business days from April 21, 2017. We spoke with Ms*** on April 26, 2017, and relayed the aforementioned information to her. During that call, Ms*** stated that her issue was satisfactorily resolvedWe regret any inconvenience this matter may have caused Ms*** If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-####, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Hakima W Hakima WExecutive & Regulatory Services

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# ***, *** L *** Sprint Account #xxxxx*** Sprint Case#*** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** L *** submitted on April 13, 2017. We appreciate your assistance in bringing our customers' concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with her account being assessed $Subsidized Phone charge per month. Ms*** stated the Subsidized Phone charge was not properly disclosed to her upon updating her price plan. Ms*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** upgraded the device associated with phone number ending in *** on January 2, 2016. At that time, he purchased an iPhone 6s device at discounted pricing in exchange for two-year Service Agreement renewal, which expired on January 1, 2018. For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditions Accordingly, 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 Early Termination Fees Our records further indicate, on March 20, 2017, Ms*** contacted our Customer Care group and requested to update her price plan to the Unlimited plan on phone number ending in ***. At that time, our Customer Care group informed Ms*** of the additional $Subsidized Phone charge that would be assessed to her accountPlease note the service plan that Ms*** selected stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone charge per month. The Subsidized Phone charge is waived only on devices that are activated on Sprint Lease or Monthly Installment optionsBased on our review, we were unable to identify any billing errors and the aforementioned charge is valid. We spoke with Ms*** on April 18, 2017, and relayed the aforementioned information to herHowever, due to any possible misunderstanding, and in an effort to resolve this matter amicably, we offered to apply a total adjustment of $to Ms***’s account to offset the Subsidized Phone charges for six months associated with phone number ending in ***However, Ms*** did not confirm acceptance of our proposed offerShould Ms*** wish to accept our proposed offer and resolution, we urge her to contact the undersigned at the phone number noted below within days from the date of this letter. Sprint regrets any inconvenience that this matter may have caused Ms***. If I can be of further assistance, Ms*** may contact me directly at the Executive and Regulatory Services toll-free at ###-###-#### Ext***, Monday through Friday, between a.mand p.m., Eastern Time. Sincerely, /s/ *** F* FExecutive & Regulatory Services Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, Jennfier W*** Sprint Account #xxxxx Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal complaint to our response of Jennifer W***, regarding the lack of coverage in her home service areaThe original complaint was submitted to Sprint on July 18, We regret the circumstances that led MsW*** to contact your office again. According to MsW***’s follfiling, she expressed her dissatisfaction with the lack of coverage in her home service area in Lithia, FLTherefore, she elected to cancel service with Sprint by porting-out her phone lines of service to another wireless service provider, prior to satisfaction the terms of her Lease Agreements. MsW*** has indicated that she received her Gift Cards from her previous wireless service provider, which she utilized to remit payments towards her outstanding account balanceAs a result, her account reflects an outstanding balance of $1,MsW*** requested that Sprint review these matters, apply an adjustment to her account accordingly to negate the disputed charges and remove all negative reporting from the credit bureaus Sprint has reviewed MsW***’s complaintAs stated in our prior response, we regret that the coverage in MsW***’s location has fallen short of his 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 Lithia, Florida is within Sprint’s “good” coverage area and operating within parameters during the time MsW*** 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. We regret any misunderstanding that may have occurred regarding the billing and MsWalkinsahw’s coverage concerns. Our records indicate that MsW*** established services with Sprint on November 19, 2016, by portiher phone lines ending in and 0360. At that time, she purchased two Samsung Galaxy SEdge devices 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 deviceCustomers 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 purchased. For additional information and eligibility requirements customers can visit www.sprint.com/easypay In addition, she portphone line ending in on November 25, 2016, and activated an IPhone device via Sprint’s Leasing program. Please note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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, MsW*** 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 Upon activation of service, MsW*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed a copies her Lease and Installment Billing Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her equipment purchases during the activation of her account Furthermore, MsW*** elected to port-out phone lines ending in and to another wireless service provider on February 9, 2017, and cancelled service on phone line ending in on February 11, 2017, prior to satisfy the terms of her Lease/Installment Billing AgreementsAccordingly, MsW***’s account was assessed the remaining Lease cancellation/Lease Device Purchase Amount charges and Installment Billing accelerated charge along with applicable late fees and taxes totaling $2,as indicated on her February 27, 2017, billing statementWe confirmed on April 3, 2017, MsW*** remitted two separate payments totaling $to offset a portion of the aforementioned charges, leaving her account closed with an outstanding balance due of $1,Subsequently, the remaining outstanding balance was forwarded to an outside collection agency, RPM Third-Party on May 24, As such, Sprint considers the charges to be valid. Should MsW*** wish to satisfy her outstanding account balance with Sprint, we urge her to contact the outside collections agency, RPM Third-Party toll-free at 877-233-for further assistance We spoke to MsW*** on July 31, 2017, and relayed the aforementioned informationAlthough we sustain that the aforementioned charges are valid, we would like offer MsW*** the ability to return the two Samsung Galaxy SEdge and iPhone devices to Sprint’s Returns warehouse in exchange for the waiver of the disputed charges. To facilitate the return of the above-referenced devices, we will send return kits to MsW***’s address on file. Subsequently, we received email correspondence from MsW*** on August 3, 2017, advising us that she had surrendered the aforementioned Sprint devices to her new wireless service provider. Regrettably, we are unable to waive the disputed charges without the return of the aforementioned devices. To provide closure to this matter, we would like to offer MsW*** a one-time adjustment of $as a final resolution, leaving her responsible for the valid account balance of $1,Please note no additional adjustments/credits will be warranted for this matterOnce MsW*** remits a payment to satisfy the remaining balance of $1,000, the outside collection agency will update the credit bureaus as paid in full Upon receipt of MsW***’s follfiling, we attempted to contact her via phone and email on August 8, and of 2017, advising her of our receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a response from MsW***. Should MsW*** wish to accept our final proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience that MsW*** may have experienced while attempting to resolve this matter. If we can be of further assistance, MsW*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext7349. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
From: *** ***Date: Tue, Feb 2, at 10:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com Although I am not completely happy with the results - we spent $for phones we don't have because we had to return them to close this account, I do very much appreciate your assistance and to be rid of Sprint once and for all. Thanks again for your help.~*** ***

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, Kevin *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It
May Concern, Sprint is in receipt of the above-referenced rebuttal complaint to our response of Kevin ***The complaint was submitted to Sprint on September 12, According to Mr***’s filing, he stated that he encountered an unfavorable customer service experience while attempting to resolve his account concernsMr*** stated that he was advised that he could activate new lines of service without being assessed additional chargesHowever, his billing statement have exceeded his expectationMr*** requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr***’s complaint. 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 Our records indicate on August 13, 2017, Mr*** visited a third party retail store location and activated two IPhone 32GB devices for his phone lines ending in *** and ***. Additionally, he upgraded the devices associated with his phone lines ending in *** and ***. During this sales transaction, he activated two IPhone 32GB devices. Please note that the aforementioned devices were placed on Sprint’s 18-Month Leasing programIn addition, the noted lines of services were configured onto Sprint’s 40GB High Speed Data Share plan Please note under the IPhone 32GB Lease promotion, qualifying customers will receive a monthly credit of $on the second IPhone 32GB device via Sprint’s 18-Month Leasing program. Upon activation of service, Mr*** was provided with a clear disclosure of her equipment and accessory purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Billing Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his new devicesPlease note that we are unable to substiante that all the four lines of service would receive a monthly service credit or lease credit per month In an effort to ensure a satisfactory and mutually acceptable resolution, we spoke with Mr*** on October 2, 2017, and discussed our findings. During our discussion, Mr*** inquired about his employee discountWe advised that our records indicate that on September 23, 2017, we verified and approved the validation for his employee discountPlease note that the discount will be applied to his eligible services within 1-billing cycles In addition, we offered and Mr*** accepted a one-time adjustment of $to offset a portion of his account balanceThis adjustment will appear on Mr***’s October 21, 2017, billing statementFurthermore, we advised Mr*** that if he elects to return his four IPhone 32GB devices we advised him that he has days to contact the undersigned from the date of this response to send return kits to his address on file in exchange for the waiver of the Lease cancellation chargesHowever, Mr*** advised that he would like to keep the account active at this time and we have addressed this mater to his satisfaction We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care group and third-party retail store locationWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance Mr*** 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

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the delay in our providing materials to facilitate the return of his leased handset to us upon the cancellation of his Sprint services, citing that he has not received the promised return packaging despite his multiple requests. He also advised that, as a result of his inability to return that device to us in a timely manner, his Sprint account was assessed equipment charges that should have been credited. Mr*** requested that we credit the incorrect billing from his account and remove any negative information related to this matter that may be reflected on his credit report We regret any possible misunderstanding that may have occurred regarding the terms of Mr***’ equipment lease, as well as any delay in processing his referenced device return. During our conversation with Mr*** on May 20, 2016, we confirmed that he returned his leased device to one of our retail location on May 20, 2016, and that our representatives provided credits totaling $to his account to offset the final equipment lease charges included on his April invoice. We then assured Mr*** that his Sprint account is closed and reflects a final balance of $for services used through April 23, 2016. Our records reflect that Mr*** remitted a payment of $on May 20, 2016. In addition, we have contacted the third-party collections agency assigned to this matter and requested that further collection efforts on his account be discontinued. Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue. Mr*** should please allow up to days for completion of this process We are pleased that we were able to resolve Mr***’ reported concerns to his satisfaction. If we can be of further assistance with 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 a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

November 3, To Whom It May Concern: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Mr*** *** regarding Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns
to our attention. In the information provided Mr*** indicated he purchased a white iPhone SE on July 10, 2017, and when he attempted to return it he was outside the return policy. He stated he requested the device to be unlocked; however, since it was not immediately unlocked, he lost a buyer. As such, he requested to return the equipment for a refund As outlined in our Virgin Mobile Terms and Conditions of Service, we have a "no questions asked” policy within the first daysTo be eligible for a refund, the merchandise (device) must be purchased through either our website or Care with a VMU live advisor over the phone. Customers have days from date of purchase to return for full credit. After days from the date of purchase, we will not issue a refund for the purchased equipment During our discussion with Mr*** on October 18, 2017, we advised him of the above informationAs such, although we regret the circumstances, as a courtesy we offered to apply a $credit to his account to offset one month of service charges, but he declined. Although he may not be satisfied with our response, we feel that we have fully addressed his refund concern On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as result of this matter. If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, La T*** *Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** To Whom It May Concern:
Sprint is in receipt of the above inquiry submitted by your office on behalf of *** ***. We appreciate your assistance in bringing Ms***’s concerns to our attention According to the information provided, Ms*** is disputing a damaged device fee she was assessed for a leased device she returned. Ms*** also states that she accepted an offer to get her Samsung Galaxy Sdevice for free; however, she is only receiving partial credit towards the monthly installments Our Sprint Lease program is an industry-first 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. With a lease option, Sprint owns the device. At the end of a lease term, you can turn it in and upgrade to a new phone, buy it, or continue leasing month-to-month. If a customer chooses to turn it in to upgrade, the device must be in good working condition, meaning that the device powers on and does not have any screen damage. If the device is damaged and the customer is enrolled in our Total Equipment Protection (TEP) program, they can file a claim. If a customer is not enrolled in TEP, they can pay a damaged device fee. The fee will vary based on the type and extent of damage, up to the original value of the leased device As stated in our past promotion, starting in October and for a limited time, new customers and existing customers with an eligible upgrade who obtain a Samsung Galaxy Swith a 24-month installment agreement, can get a second Samsung Galaxy Sfree via a monthly service credit. A credit of $will be applied monthly to offset the associated installment charge for the Samsung Galaxy S7. The Samsung Galaxy SEdge was eligible for this offer. After the $service credit on a 24-month installment agreement, the Samsung Galaxy SEdge will be $a month. Credit begins to reflect on the invoice within two bill cycles On June 9, 2017, we contacted Ms*** to discuss her concerns in detail. At that time, Ms*** confirmed that her device was not damaged when she returned it. Although we maintain that the damage fee is valid, we applied a credit of $to her account credit this fee in full as a courtesy and to resolve this matter. Additionally, we confirmed that Ms*** is receiving a monthly credit of $towards her monthly installment charges of $on the telephone lines ending in *** and *** We regret any inconvenience this matter may have caused 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

[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 have emailed Travis saying that I will call First, he called when I was on vacation last week Then when I was back, he was out of the office I do have a busy work schedule and am trying to balance that with dealing with this issue that I shouldn’t even have to deal with in the first place My earliest true free time is over this weekend This is unacceptable
Regards,
*** ***

June 5, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of *** *** Sprint Case *** Dear Mr***: Sprint is in receipt of the
above-referenced complaint of Mr*** ***, regarding Sprint account XXXXX ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to obtain his final invoice from SprintMr*** states that he is not able to log on to his Sprint.com account and when he calls in, his security PIN and the answer to his security question do not match our records.We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. 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 any miscommunication that may have occurred regarding Mr***’s attempts at obtaining his final invoice with SprintAfter a customer has cancelled services the Sprint.com account is terminatedAlthough we were not able to authenticate Mr*** with his security PIN and answer to his security question, we were able to make an exception and verify the account name, billing address and Social Security NumberWe ordered a bill reprint for Mr*** and mailed it to his home addressThere is normally a $fee, which we waived.We are pleased that we were able to resolve these concerns to Mr***’s satisfaction. If we can be of further assistance regarding these matters, you or Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely,Dianah A.Executive Services Analyst Tell us why here