Sprint Corporation

[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,
*** ***

According to the information provided by Ms***, he is disputing the $charge applied to his account to change his phone number
We spoke with Mr*** on March 25, 2016, and explained that he is able to change his phone number up to three times within a day period online at
www.sprint.com at no costChanges made through our Customer Care department will be assessed a $charges; however, as a one-time courtesy we will not assess the fee
We regret any inconvenience that Mr*** may have experienced as a result of this matterIf you have any questions or this matter remains unresolved, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extI am available Sunday, Monday, Wednesday and Friday from 8:a.mto 5:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

February 6, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# ***, Ms*** *** Sprint Account#XXXXX***
Sprint Case# *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** submitted on January 19, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Ms***’ filing expressed her dissatisfaction with the amount of the American Express Reward Card she received upon activating service with Sprint, as part of Sprint’s Referral programMs*** stated that she received an American Express Reward Card for $50; however, she was informed that she would receive two American Express Reward Cards totaling $Therefore, Ms*** requested that Sprint review this matter and honor the above amount Sprint reviewed Ms***’ complaint. We regret any miscommunication that may have transpired between the Retail Sales representative and Ms*** with regard to a Sprint offer; according to our records, Ms*** established service with Sprint by portitwo lines of services, on October 31, and November 1, 2016. At that time, she purchased and activated her devices via Sprint’s Installment Billing and Lease programs Based on our review, we have confirmed that Ms*** was misinformed by the Retail Sales Representative at the point of activation. As such, to satisfactorily resolve this matter, we have approved American Express Reward Cards totaling $as of February 3, 2017, which Ms*** confirmed that she has receivedAdditionally, we have agreed to approve an additional $American Express Reward Card in January 2017, which will be mailed to Ms***’ address on file within days from date of approval. We spoke with Ms*** on February 2, 2017, to discuss this matter and relayed the above information to herDuring our conversation, Ms*** acknowledged that she received the $American Express Reward Card. As such, Ms*** expressed her satisfaction with the resolution provided, as she anticipates the receipt of the final $American Express Reward Card We apologize for any inconvenience this matter may have caused Ms***. If Ms*** has any additional questions or concerns about our internal review, she may contact me directly by calling our Executive and Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Services

I could not see how to update a caseMy case is ***Sprint is incapable of making changes correctly to an accountI have now talked to different representatives on occasions and the billing is still incorrectThe week of 4/I talk to *** S and she made $adjustment to our March bill that was 95% incorrectWhat I told them to remove, they took off on line and added it to all others*** assured me $would be auto deducted from my account on 4/My husband received an IM on 4/stating they were taking $out of our accountI contacted Sprint and was once again assured that only $would be deductedI told the Sprint representative they had authorization to take $and not take one penny moreToday, 4/Sprint took $My husband made call number today and I have no confidence the billing errors will be correctedAll they said was to wait for the next bill to see if it's correctTwo Sprint employees and their website lied to meThe billing said $due and yet Sprint took $This has been the most frustrating experience I have ever had with a service company of any type.I want Sprint to compensate me for the hours I've spent attempting to fix this, and give me service next month for freeMy rate is $an hour and I estimate around hoursRight now I have a $creditI want another $credit and a $credit for a total of $Should Sprint refuse, I want out of our service with zero charges as we will be changing cell phone providersI also plan to consult my lawyer on options
Regards,
*** ***

June 7, 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 process an upgrade on two of his linesMr*** states that he was sent the wrong devices and they were shipped to the wrong addressHe states he has spent over hours on the phone and visited Sprint stores three times trying to resolve this issue.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 the eligibility requirements to process the two upgrades on Mr***’s accountWe discussed that Lease One Get One promotion he was offered for these devices and the requirements for the promotionWe were able to assist Mr*** in upgrading his two devices with the Lease One Get One promotionWe 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

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** - Rebuttal Sprint Account xxxxx44, *** *** Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms*** ***. We regret the circumstances that caused Ms*** to contact your office once again In her rebuttal, Ms*** acknowledged receipt of our response to her initial inquiry but related that she would like to review her next invoice before confirming that the matter was resolved. She requested that the matter remain open until the resolution as completed We spoke with Ms*** today and reviewed her May 1, 2016, invoice. We applied credits totaling $to her account offsetting the final device purchase charges related to her returned equipment and the assessed late payment fee. Ms*** confirmed that the remaining $account balance is correct and her satisfaction with our resolution We appreciate having the opportunity to work with Ms*** in resolving her concern. If we can be of any further assistance with this matter, Ms*** can contact me directly by calling our office toll-free at ###-###-####, ext*** and referencing case 2204283. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst Tell us why here

June 5, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # ***, ***
*** on behalf of *** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** on behalf of *** *** submitted on May 22, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the inability to receive the promotional Visa Prepaid Card offer for up to $per poline of service on Sprint Lease or Installment Billing from *** or ***. Mr*** requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed Mr***’s complaintPlease note that the above-reference promotional Visa Prepaid Card offer requires that customers register their new phone activation, within days of activation, via www.sprint.com/jointoday. Customers are also required to activate each participating line of service via Sprint’s Lease, Installment Billing agreement or they may activate a non-discounted phone. However, Bring Your Own Device (BYOD) and subsidized 2-Year Service Agreements are not eligible. If the customer meets the criteria, Sprint covers switching fees of up to $via Visa Prepaid Card minus the tracredit provided for tradevices. The customer must complete the traand/or buyback of their current working phone in good condition. Thereafter, upon receipt of their final invoice, the customer is required to register for the contract buyout. We further note that eligible fees that qualify for the above-referenced promotional offer are Early Termination and/or Equipment Installment charges. Taxes, surcharges, service plan charges, usage charges and/or late payment fees are not included Our records reflect that phone number ending in does not qualify for the promotional offer as the line of service was not registered in the required timeframe for eligibility. However, in an effort to resolve this matter, on May 25, 2017, Sprint applied a total courtesy credit of $to Mr***’s account to offset the cost of the promotional Visa Prepaid Card offer. We spoke with Mr*** on May 25, 2017, to relay the aforementioned information and resolution to him. At that time, Mr*** expressed his satisfaction with the resolution provided We regret any inconvenience this matter may have caused Mr***If Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

February 19, Revdex.com 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***’s contacting your agency once again In her rebuttal, Ms*** expressed her dissatisfaction with information included in our February 10, 2017, response to her initial inquiry, advising that we misstated the dates on which kits to facilitate the return of her device were sent to her. Ms*** also noted her frustration with the length of time taken to get a return kit to her and her unfavorable customer experiences while attempting to address, and she advised that her corresponding billing has not yet been corrected We regret any possible misunderstanding or delay that may have occurred in providing Ms***’s referenced device return kit or any account credit due to her. Our records reflect that we processed postage paid kits to be sent to Ms*** on December 9, 2016, and January 7, and 16, 2017, to facilitate the return of her leased device. During the holidays, we received notice of nationwide shipping delays, which would explain why Ms*** may not have received the initially-sent return kits in a timely manner We contacted Ms*** on February 16, 2017, and explained the details noted above. We also confirmed with her that a $credit was applied to her Sprint account on February 13, 2017, to offset the referenced End of Lease equipment charges assessed to her. Ms*** was pleased with our actions and response We regret any inconvenience these matters may have caused. If we can be of further assistance related to these concerns, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

I have returned phone calls from the Sprint employee assigned to this matter, and also sent an e- mail requesting a credit for the months I felt I was over-charged (February - June) I have had no response to thisI don't feel the explanation that my loyalty credit expired resolves my issueI was told my bill would decreaseit increasedFurthermore, if Sprint knew my credit was going to expire they should've offered me another option for my devicewhich I did inquire about during the January phone callI was interested at that time in a Galaxy 7, but was told that would cause an increase in my bill so I declined To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a rea*** why you are rejecting the responseIf no rea*** is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: As Terrance pointed out, I did express dissatisfaction with Sprint's previous responseIt seems I was sent the same response by accident which did does not answer or resolve any of the pending issues or questions that still remainPlease refer to my previous response for more clarification.The following are remaining issues/questions--I would like a response and/or action taken for each of the seven issues below:ISSUE #1: March 29th, 2017, I asked for a new number on the same account which was denied by Sprint Customer Care Supervisor, *** (Employee #***)Even after two other employees (*** Sand ***) confirmed that it was possible if I port my number outAs of today, I still do not have a working number/phone with Sprint and I am currently being charged each month for no service.ISSUE #2: This transaction took place at 10:p.min another state, more than two hours after store closing time, why? This is fraud.ISSUE #3: I had a UAI and fraud alert placed under my account stating that no further changes should be made, so how and why did Sprint employees authorize additional transactions to take place? These are loopholes, what kind of safeguard is this? In addition, the security question/answer “First Pet’s Name” was changed more than three times within a few hours at different stores in another stateThis is fraud.ISSUE #4: The FCC allows porting of numbers even after fraud has taken place and all parties have been notified of said fraud BEFORE the port out takes place? Why does it take four days to port back my number when it was ported over without my consent and fraud was reported prior to the port out? In addition, why did I not get access to the phone number until days later (March 13, 2017)? Is Sprint going to pay for this temporary phone that I had to purchase, since they held my phone/account hostage?ISSUE #5: So how does Sprint Security Plus help secure my account at Sprint Store's exactly?ISSUE #6: This is a scam, how can you open a new account for me and force me to pay more now after everything that has happened? Why doesn't Sprint want to take the blame or apologize for anything that has happened when it's clear that they are at fault?ISSUE #7: Was the stolen phone that was paid under my account permanently blocked? ESN: ***
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:The complaint was filed due to the problem of the item not working but since the complaint sprint emailed me and has reset the machine and seems to be working now. I would want the workers in the sprnt store to be trained on the problems so I wont have this problem again thanks.
Regards,
*** *** The complaint was filed due to the problem of the item not working but since the complaint sprint emailed me and has reset the machine and seems to be working now. I would want the workers in the sprnt store to be trained on the problems so I wont have this problem again. thanks. The complaint was filed due to the problem of the item not working but since the complaint sprint emailed me and has reset the machine and seems to be working now. I would want the workers in the sprnt store to be trained on the problems so I wont have this problem again. thanks

February 2, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** advised that we continue to assess equipment lease charges to her account for a device associated with a line of service that she requested to transfer from her account to another Sprint account. As a result, Ms*** requested that we cancel that line of service and waive all associated charges We regret any misunderstanding that may have occurred regarding Ms***’s Sprint billing and the referenced equipment lease transfer. Our records reflect that an authorized end user upgraded telephone number ending *** on October 18, 2016, via Sprint’s Lease program. Additionally, our records reflect that Ms*** attempted to transfer the referenced line of service from her account to another account via our online Change of Ownership process on January 19, 2017. As outlined in our Terms and Conditions of Services, not all equipment lease agreements can be transferred with the change of ownership of a line of service, based on various factors related to the receiving Sprint account. Additional information regarding the terms of such transfers is available on our website, at www.sprint.com/changeofownership During our conversation with Ms*** on January 20, 2017, we reviewed the details outlined above. We also informed her that based on our review of her disputed issue, we are unable to identify any error on the part of Sprint in this matter. As a gesture of goodwill, and in an effort to reach an amicable resolution, we completed the change of ownership and applied credits totaling $to her Sprint account to offset the charges associated with Sprint Lease TM-L-***. Ms*** confirmed that her issues have been addressed and resolved to her satisfactionWe appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further reviewIf we can be of further assistance with these matters, Ms*** can contact me by calling ###-###-####. I am available Monday through Friday, between a.mand p.m., Mountain Time Sincerely, Krisshana BPerformance Enablement ManagerKB/lk

[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
They have resolved my issues and I did get my name backSprint told me if I want to file charges I would have to find a lawyer. Thank you for helping people that need a strong arm like the Revdex.com.*** ** ***
Regards,
*** ***

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We spoke with Ms*** *** from November through November 29, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In the inquiry, Ms*** indicated she visited a retail location to set up new service. While in the store, she states she received poor customer service and inconsistent information about her cost of monthly service. As a result, she went back to the retail location in an attempt to gain resolution and canceled her service. She further states that she paid $as a down payment and has not received her refund to date. As a result, she is requesting we review the matter We reviewed Ms***’ account and confirmed that she activated two lines of service on August 30, 2016, with our leasing option, at an authorized Sprint retailer. Ms*** was required to pay taxes and make a down payment for each line of service. She canceled her service within our Satisfaction Guarantee period on September 7, 2016. Consequently, she is due a refund for her down payment and taxes totaling $547.94. Our records reflect a check was mailed to Ms*** on October 28, 2016, to the address on her account. Ms*** indicated she did not receive the check, and we confirmed it has not been cashed. As a result, we had to wait at least days to allow time for USPS to deliver the check. On November 22, 2016, we issued a stop payment on the original check and issued a new check. We confirmed Ms*** received the check on November 29, We appreciate Ms*** for taking time to provide details her experience at the retail location. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

January 13, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File #***, *** *** Sprint Account: XXXXX***
Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was served on Sprint on December 19, 2016. Ms***’s filing expressed her dissatisfaction with her account being assessed a Lease Device Purchase Amount for the device associated with phone line ending in ***, after she returned the device to her local Sprint Retail store. Ms*** further stated that she had an unfavorable customer service experience while attempting to resolve this matter. Ms*** requested that Sprint review these concerns and adjust her account accordingly Sprint has reviewed Ms***’s complaintAs such, we contacted Ms*** on January 3, 2017, to further discuss her concernsDuring our conversation, we advised her that we will investigate this matter and will follwith her accordingly Please note that we engaged the Retail Stores Management team to further investigate Ms***’s concerns. As a result, we have confirmed that on November 18, 2016, the device for phone line ending in *** was returned to a local Sprint Retail location and shipped to Sprint’s warehouse. To provide closure for this matter, on January 13, 2017, we have applied a total credit to the account in the amount of $to offset the Lease Device Purchase AmountThis credit will appear on the January billing statement In an effort to ensure that Ms*** is satisfied with the aforementioned resolution, we attempted to follwith her via phone and email. Unfortunately, we were unable to reach her directly. Should Ms*** have any additional concerns regarding this matter, we urge her to contact the undersigned directly at the phone number noted below, at her earliest convenience. We appreciate Ms*** taking the time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter. If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account xxxxx*** 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’ concern to our attention According to the information provided, Mr*** stated that he did not receive a promotional credit offer when he upgraded devices on his account. He is requesting that a credit be applied to offset the missing credit he was offered 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 offers that deviate from the formal and approved published device and/or service plan pricing We spoke with Mr*** on April 19, At that time, we confirmed with him that the matter has been resolvedOur records reflect that a one-time concession credit totaling $was placed on Mr***’s account in order to emulate the promotional credit in full that Mr*** indicates that he did not receiveHowever, prior to our responding to this matter, we identified a system error that prevented some customers promotional credit from being applied. He verified satisfaction with the resolution. We regret any inconvenience that these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO
64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, According to the information received, Ms*** stated that her phone was stolen a few years ago and she contacted Sprint multiple times to report it stolen and to cancel her account. She stated that the representatives that she spoke with were unable to assist her. Additionally, she stated that she never received a final bill and no one contacted her until recently when a third-party collection agency contacted her. As a result, she is request have the unpaid balance removed from the third-party collection agency and for her account to be credited After completing a review of Ms***’ Sprint account from May to October 2014, we were unable to determine that she reported her device stolen or that a request for cancellation was received. Additionally, we were unable to identify any billing errors Our records reflect that Ms*** ported-out her telephone number on September 10, 2014. As a result, of the port-out request her account was automatically cancelled. Our records reflect that the balance reflected as owed on her account is $406.99, which includes an Early Termination Fee in the amount of $and unpaid monthly recurring charges and was forwarded to a third-party collections agency for payment We spoke to Ms*** on May 2, 2017, and provided her with the above-referenced information. She requested bill reprints to be sent to her so she can review the account charges. After confirmation of her billing address, bill reprints from May to October 2014, were sent to Ms*** for her to review. If after review of the invoices, Ms*** has any questions she will contact us directly We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attentionWe regret any inconvenience that this matter may have caused her
In Ms***’s complaint, she advises that she was offered
a free tablet and discount off of her new phoneShe further advises that she has been charged monthly for the tablet and phone, and has made subsequent trips back to the point of sale to resolve her dispute
Our records reflect that Ms*** upgraded her phone and accepted a tablet using the Easy Pay Program in November In an effort to amicably resolve this matter for a valued customer, we canceled the monthly equipment charges and associated Easy Pay agreementsAdditionally, we applied credits to Ms***’s account to offset the two-accelerated equipment charges totaling $Further, we applied credits to her account totaling $to reduce the cost of the *** Galaxy to $As a result, her account currently reflects an $credit balance, and both lines are now set up with two-year agreements that end in November
We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care Department and retail employeesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes
If you have any questions or this matter is not resolved, you can reach us by calling the Executive & Regulatory Services Department toll-free at 1-855-848-We are available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time
Sincerely,
*** M
*** M
Executive Analyst

June 28, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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. In her rebuttal, Ms*** expressed her dissatisfaction to our response to her initial filing stating that we advised her that there were no cancelation-related charges, only lease charges, when she decided to cancel her service and not return her devices. She further stated that she believes she should not be billed for any cancelation-related charges because she was misinformed. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on June 22, 26, and 27, 2017, to discuss her reported concerns and the information outlined above in detail were unsuccessful. We also mailed a letter to her address on file on June 27, 2017, acknowledging our receipt of her inquiry in order to address any issues she may have related to her reported concerns. Our records reflect that four of the account devices were purchased on installment billing contracts. All leased devices are the property of Sprint. If the lines of service associated with the devices are canceled prior to the fulfillment of the lease contract, the account is billed for lease cancellation charges. Moreover, if the devices are not returned to Sprint, additional lease purchase charges are assessed pursuant to the terms of the lease contract. Further, customers are responsible for the Lease Cancelation charges. As we advised Ms*** in our response to her initial filing, we asked Ms*** if she was going to return her leased devices so we could credit her device’s Lease Device Purchase cost once received in our warehouse. She stated that her devices are broken. As a result, we advised Ms*** that we are unable to extend any account credit relief regarding this matter because she is being billed per the terms of her installment billing agreements and our Terms and Conditions of Service. While we regret that Ms*** is not satisfied with our response, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, we are confident that all of her issues have been fully addressed and resolved to the best of our ability. If we can be of any further assistance related to these matters, she can contact me directly 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, Minnie SExecutive Services Analyst

June 7,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the inquiry of Mr*** *** regarding Sprint account
XXXXX***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** described unfavorable customer experiences from our representatives regarding the terms of his equipment lease agreements, stating that he believes that he was misled prior to purchasing his devices and establishing service with usHe requested that we allow him to cancel his service at the end of his lease agreements without returning his devices and incurring the Lease Device Purchase Option Charges
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any misunderstanding that may have occurred related to Mr***’s equipment purchasesSprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceUpon activation of service, Mr*** was provided with a clear disclosure of his monthly lease charges, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Sprint Lease Agreements which include a description of the charges in question
During our May 25, 2017, conversation with Mr***, we advised that, as a result of our review, we sustain that the disputed charges are correct and validWe explained that in order to offset the Lease Device Purchase Charges for the referenced lines of service, he would need to return his devices at the end of his lease agreements
Mr*** indicated his understanding of our explanation but reiterated that this was not properly explained to him when he accepted his current rate plan and device financing optionsHe further stated that he did not receive his invoices
As outlined in our Terms and Conditions of Services, customers must raise any dispute that they have regarding invoiced charges within days of the date of the invoice, or they have accepted the chargesCustomers do not have to pay the disputed amounts while they are being investigated; however, they must pay amounts not in dispute by the due date to prevent services from being interruptedDisputes can only be made by calling our Customer Care department or by writing to us at the address provided on their invoiceOur records reflect that monthly lease charges are reflected on each of Mr***’s invoices from November to date, and the invoices were sent to the e-mail address of record each monthCustomers can also view their invoices via sprint.com
Although we regret that Mr*** remains dissatisfied, we have fully addressed his reported concerns and believe that we have done so to the best of our abilityIn addition, we offered to apply one-time credits of $to his account, as a one-time courtesy, if he decided to continue service after he has satisfied his lease agreements in August This offer is valid until September 1,
If we can be of further assistance regarding these matters during the interim or if he would like to accept our resolution offer, Mr*** 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,
Tiffany G
Executive Services Analyst