Sprint Corporation

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXXX***, *** *** 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 According to the information received, Ms*** stated that in February 2017, she contacted our Customer Care department to inquire about our Unlimited Freedom plan. She stated that the representative advised her that this plan would be the best option for her. She stated the representative went over what her monthly charges would be and she agreed to the plan change. She stated that the first invoice after she changed her plan was correct, however, on the second invoice after the plan change, she was charged a subsidized phone charge on two of her telephone numbers which she was not informed of. She stated that her intent was to lower her monthly costs when she made the plan change and believed that with the information the representative provided her that is what would occur. She stated she has contacted our Customer Care multiple times and has been unsuccessful in getting assistance with this matter. She is requesting a resolution to this issue We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone Charge. However, the price plan Ms*** selected, stipulates that customers who elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are 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 Our records reflect that Ms***’s service plan was changed back to her previous plan, therefore, she will no longer be charged a Subsidized Phone Charge. In addition, a credit adjustment was made for the subsidized phone charges that were assessed to her account Ms*** notified us via email on June 6, 2017, advising that the issue was previously resolved to her satisfaction 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

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-reference complaint of Mr***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** stated that upon the activation of service, he was advised that if he tradhis previous wireless service provider’s device he would receive a $Visa Prepaid Card as part of Sprint’s Contract Buyout promotion. Mr*** further stated that although he tradhis device he did not receive the $Visa Prepaid Card; therefore, he cancelled his accountAs a result, Mr*** requested that Sprint review this matter and honor aforementioned promotional offer 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 During our conversation with Ms*** ***, an authorized user on the account, we apologized for any inconvenience she may have experienced as a result of this matter. Further, we advised her that our records do not reflect that she registered for the promotion at the point of sale. Additionally, we advised her that although the promotion has expired and she is no longer eligible for the promotion because the account is cancelled; however, in an effort to resolve her complaint we have processed a Visa Prepaid Card for $120. We advised her that the Visa Prepaid Card was for $since our records reflect that she received an $credit at the point of sale for the device she tradand that credit is deducted from original $Visa Prepaid Card that she was eligible for. Ms*** accepted the offer and is aware that she will receive the Visa Prepaid Card within two weeks of approval. We appreciate Mr*** taking the time to provide us with the details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’ feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time Sincerely, *** ** Executive 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

Tell us why here...April 26,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of Mr*** *** submitted on April 4, 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 $upgrade credit, upon receiving a promotional e-mail offer from SprintMr*** stated that he received an email from Sprint in December offering a $service credit, if he upgraded his device by January 5, 2017, which would apply to his account within 1-billing cyc***Mr*** requested that Sprint review this matter and adjust his account accordingly
Sprint has reviewed Mr***’s complaintWe spoke with Mr*** on April 5, 2017, to discuss his concern in detailDuring our call, we advised him that we would review his account concern and follwith him accordinglyOur records indicate that Mr*** upgraded his device associated with phone line ending in *** on January 5, At that time, he purchased a device via Sprint’s Monthly Installment billing programDuring Sprint’s $service credit promotion, qualifying customers’ who upgrade their device to a Smartphone via Sprint Lease or Monthly Installment Billing options, effective November 24, through January 5, 2017, will receive a $service credit within 1-billing cyc***
To satisfactorily resolve this matter, on April 7, 2017, we applied a credit of $to Mr***’s account to offset the upgrade promotional offerSince our initial conversation, we attempted to follow up with Mr*** via phone and e-mail on April 7, 10, 12, 14, 18, and of 2017, to relay the above resolutionUnfortunately, we have not received a return call from Mr***Should Mr*** have any questions and/or concerns pertaining to the resolution discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience
We regret any inconvenience that Mr*** may have experienced while attempting to resolve this matterIf Mr*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

February 11,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your
assistance in bringing our customers’ concerns to our attentionMs*** has requested clarification regarding Sprint’s device unlocking policies regarding an Apple iPhone purchased in December 2014, and activated on Sprint's networkMs*** has indicated that she would like the device unlocked
Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
- Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options
- The associated account is in good standing
- The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked
We confirmed that Ms***’s Apple iPhone associated with phone number ending in *** is eligible for SIM unlockingPlease note that the SIM unlock information was transmitted to the device in question on February 8,
We appreciate Ms*** taking time to provide details of her experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
If 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 Time
Sincerely,
Michal M
Executive Services Analyst

October 10, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention. In his inquiry, Mr*** states that he believes that he was fraudulently assessed a full Monthly Recurring Charge when he terminated his service with Sprint in June As a result, he is requesting that Sprint apply a credit to his account to offset this disputed charge. We attempted to contact Mr*** regarding this matter via phone and email on September 23, 29, and 30, 2016; unfortunately, we were unsuccessful in reaching him. In order to discuss his account concern in detail, authentication of his account is required. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Mr*** can contact us at the number provided below at his earliest convenience, to complete the authentication of his account so that we can address his account concern. In general, however, we would note that Sprint advertises and provides services in monthly increments. If services are terminated before the end of a billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in a service plan. When Mr*** contacted our Customer Care department to cancel his service, his account was set to expire on the last day of his current billing cycle, and although he elected not to utilize the service following his cancellation request, the service was available to him. As such, the full monthly service charge is valid. We regret that this may not have been explained to him; however, this information is provided in our Terms and Conditions of Services. We regret any inconvenience that Mr*** may have experienced while attempting to resolve his account concernsShould there be any additional question or concerns regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Bridgette F.Executive Services Analyst /by

August 1, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customers concerns’ to our attention. According to the information provided, Ms*** stated that when she added two new lines of service on her account she was advised by our retail store representative that she was eligible to receive a $monthly discount for each subscription if she signed up for automatic payment. Further, she stated that she has not received the promotional credits although she signed up for automatic payment. As a result, she is requesting that we honor the offer she states she was offered at the point of sale. 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. As stated in the terms of the Sprint Unlimited Freedom Plan, discount applies when customer is signed up for e-bill and autopay Upon upgrading her devices and adding her two new phone numbers, Ms*** was provided with a clear disclosure of her monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of her service planBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during her recent purchase. During our conversation with Ms***, we advised her of the above information. In addition, we informed her that our records reflect that she elected our competitors percent off promotion that is already heavily discounted. Further, we advised her that the promotion to receive a $monthly discount for each subscription when subscribed to automatic payment is our Unlimited Freedom Plan. We advised Ms*** that although we are unable to honor any verbal offers, in an effort to amicably resolve her inquiry we agreed to apply a one-time courtesy credit of $to her account. Ms*** accepted the offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time. Sincerely, Tobias T.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 mePlease extend a thank you to *** for going above and beyond and providing real time resolution as well as following up with me to let me know that the device I returned had been received and that sprint would proceed with crediting my account $per month beginning March 30th,2017.
Regards,
*** ***

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, an authorized account user on Ms*** ***’s Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction, stating that he canceled his Sprit services on April 20, 2017, and that we withdrew funds from his financial institution without authorization. Further, he described unfavorable customer experiences during his attempts to address his unresolved billing issues and the length of time taken to receive return kits. He also stated that although he returned his devices to one of our retail stores, he was advised that his devices charges would not be credited until we received them in our warehouseAs a result, Mr*** requested that we refund $to his financial institution. We regret any delay in resolving Mr***’s billing issue. Unfortunately, our attempts to contact the account holder, Ms*** *** and Mr***, via telephone and e-mail on April 27, May and 8, 2017, to discuss Mr***’s reported concerns were unsuccessful. We also mailed a letter to Ms*** at her address on file on May 8, 2017, acknowledging our receipt of Mr***’s inquiry and advising that we needed to speak with her directly in order to proceed with our investigation. On May 9, 2017, Ms*** responded via e-mail giving us permission to speak with Mr***. We made an attempt to reach Mr*** on the same day by telephone and by e-mail; however, were unable to reach him Although we were unable to speak with Mr***, we reviewed his account. Our records reflect that he canceled his services on June 27, 2017, and he was billed for two Lease Device Purchase Amount and two Lease Cancelation Charges plus applicable taxes totaling $552.17. Because his account was enrolled on automatic payment, a payment was systematically processed in the amount of $552.17, on the payment due date, April 20, 2017. Our records further reflect that on April 25, 2017, the payment was refunded back to his financial institution at his request. Further, our records reflect that credits totaling $were applied to his account on May 1, 2017, to offset one of his Lease Device Purchase Price amounts. Moreover, we submitted a request to credit his second Lease Device Purchase Price Amount and on May 9, 2017, credits totaling $were applied to his account to offset the referenced charge plus applicable taxes. In addition, our records reflect that on his May 1, 2017, he was billed a Payment Return Fee; however, on May 10, 2017, we applied a credit of $to his account to offset his Payment Return Fee. As a result, his remaining balance is $114.08, which includes two Lease Cancel Charges plus taxes reflected on his March invoice. We appreciate Mr***’s taking time to provide details of his experiences with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience Mr*** may have experienced as a result of these matters as well as the loss of his business. If he needs further assistance with these issues, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie S

April 14,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of *** *** submitted on March 31, We appreciate your assistance in bringing our customers’ concern to our attention
Mr***’s filing expresses his dissatisfaction with unauthorized activity being associated with his Sprint accountMr*** further stated that he had an unfavorable customer service experience while attempting to address his concernsMr*** requested that Sprint review his concerns and provide him with compensation for time spent while attempting to resolve this matter
Sprint has reviewed Mr***’s complaint and investigated his concernsOn February 17, 2017, our Fraud Management group investigated this matter and determined that an unknown third-party activated fraudulent lines of service on Mr***’s accountAs such, we cancelled the fraudulently activated lines associated with phone numbers ending in ***, ***, ***, and ***Additionally, we applied adjustments to Mr***’s account to offset the fraudulent charges related to the aforementioned phone numbers
We received a follcall from Mr*** on April 11, 2017, and he expressed his concerns with his customer service experience and stated he no longer wish to further discuss his concerns with SprintMr*** further stated that he did not receive his final invoiceTo satisfactorily resolve this matter, a bill reprint request was submitted to send Mr*** the March 28, invoice to the address on fileAlso, Sprint appreciated Mr***’s business; however, as per the terms and conditions, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention
We appreciate Mr*** taking time to provide details of his experience with our 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 his concerns was forwarded to Sprint’s managerial staff for further review
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Hakima W
Hakima W
Executive Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated that she was not informed that she could not access the internet and be on a call simultaneouslyShe also stated that she has been experiencing issue with making callsShe further advised that she was offered a plan rate for $for three linesMs*** is requesting the rate plan be honored, her calling issue be resolved and be able to access the internal while on a call We previously spoke with Ms*** on August 28, 2017, regarding her concernsWe explained that our current network Spectrum only allow our devices to simultaneously make a call and access the internet while on WiFiWe also engaged our network team to investigate her issues with make outbound callsIn response to our network findings, we again spoke with Ms*** on September 25, She confirmed that her coverage issue has improved as she is no longer experiencing her outbound calling issueWe also discussed her billing concerns and confirmed that she is on the correct promotional planHowever, the plan requires Autopay be setup to receive a $discount which will apply to lines ending in ***, ***, and ***With the AutoPay enrollment discount the monthly service plan rate for the voice lines of service is $Ms*** advised that her issues have been addressed and she has no other concerns We regret any frustration this matter may have causes. If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** *Executive Services Analyst

January 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 of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with the length of time taken to receive her final Sprint invoice, which has led to her Sprint account balance being placed in collections status. Ms*** requested that we remove her account from collections and promptly send a copy of her final invoice to her We regret that Ms*** has not received the invoice copy that she requested. Our records reflect that copies of her November 7, 2016, invoice were sent to her address on file, via United States Postal Service, on November and 18, December 7, 21, and 27, 2016, but that those mailings were returned to Sprint as undeliverable. During our January 3, 2017, conversation with Ms***, we discussed the information noted above and requested that she verify her address or provide an alternate address to send another invoice copy. Ms*** confirmed that the address is correct in our billing system and advised that she has no other address to use. She requested that we send the invoice copy to the address on file once again. We honored that request on January 3, 2017, and invite Ms*** to contact us if she does not receive the information within the next ten days We regret any inconvenience this issue may have caused Ms***. If we can be of any further assistance with this matter, or if she does not receive her invoice copy within the next to days, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

[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:Due to the fact on NUMEROUS time I did reach out to not only customer service (which by the way bounce me from department to department) without any notice, I was inform I will be text with results of investigation on why service was not available in my area and why I experience lost of coverage.also I know how records could be manipulated to satisfy there own business agenda' and therefore do not agree with any of the above explanation about my concerns! I will be canceling my contract with SPRINT in the near future and go with a company that will handle customers concern with professionalism/honesty and most of all respect for the customer, not tell different version when I call customer service
Regards,
Richard ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Because their store manager told me he was going to register the gift cards for us I have text messages showing that we have been trying to get this fixed since August, which I have attached I know that sprint doesn't seem to care that their store managers lie to get business and then don't follow thru on their end I know that sprint isn't going to do anything I would like to be able to leave sprintt I don't think it's right that Sprint offers this promotion, I bring them new lines, the store manager says he will register everything and then doesn't I could understand, if I just didn't register them on time, but I was told that they would be registered for me Thank you for your help Revdex.com
Regards,
*** ***

October 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** A*** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr*** stated that his bill was always higher than $through out the duration of his service with Sprint. He stated that he terminated his Sprint service on September 15, 2016, and received a $bill for October. Mr*** disagreed with the past due bill As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, Sprint bills in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Therefore, when we received a port out request for Mr***’s phone number on September 15, 2016, which was prior to his billing cycle end date of September 24, 2016, his account was automatically cancelled at that time. Our records show that the balance reflected is for the monthly service charges assessed from July 25-August 24, 2016, which was due on September 17, 2016, in addition to the late fee assessed On October 14, we spoke with Pam ***, Mr***s’s spouse and authorized point of contact and provided her with the above information. We maintain that the balance reflected is valid and respectfully decline to credit We appreciate Mrand Ms.*** taking time to provide details of their experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and their concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Mr*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate 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:Dear Sir/Madam,On July 18, 2017, I indicated to you that the complaint I filed against Sprint was resolved. This was due in part to a credit of $that had been applied to my account (which I can verify with an email I received from Sprint dated July 12, 2017). On August 8, 2017, I called Sprint because the credit of $was no longer showing on my account. I was told by a representative that it would take an additional billing cycle to show, and it would be credited to my next bill.The most recent bill still does not show this credit, and when I called today, I was told that if I was credited the $159.76, it would be only to counteract a charge for $159.76. This shows bad faith in the extreme, that only after I indicated to Revdex.com that my complaint was resolved that Sprint changed the terms of the credit they offered me. Please re-open my complaint, or please advise what I need to do to reopen this complaint. Thank you for your assistance
Regards,
*** ***

Tell us why here...August 11,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
Re: Revdex.com *** *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of Ms*** *** submitted on August 3, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with the inability to receive a replacement deviceMs*** stated that her device associated with phone line ending in *** is overheating and Sprint required her to remit a $deductible for a replacement deviceMs*** requested that Sprint review this matter and provide her with a replacement device
According to our records, on August 12, 2016, Ms*** enrolled phone line ending in *** in the Total Equipment Protection (TEP) plan for $per month, which 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 warrantyTherefore, if the problem with Ms***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits
If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
We spoke with Ms*** on August 11, 2017, to discuss her device concerns and explain the Total Equipment Protection planIn addition, we requested that Ms*** take her device to a local Authorized Service and Repair Center location to have our Retail Store Technician perform diagnostic test for her deviceMs*** acknowledged the information that was relayed to her
We regret any inconvenience Ms*** may have experienced while attempting to resolve this matterIf Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory 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: it has been since before November second that was just the first day I called and it is now January and my bill has always been the $plan until this last month because I figured it would not work properly
Regards,
*** ***

June 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** J*** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** J***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that although he returned his device to our warehouse, his Lease Device Purchase charge has not been credited. He also described an unfavorable customer service experience during his attempts to resolve his billing issue. As a result, Mr*** requested that we credit his disputed charges. Unfortunately, our attempts to contact Mr*** via telephone and e-mail on June 14, 19, and 21, 2017, to discuss his reported concerns were unsuccessful. We also mailed a letter to his address on file on June 23, 2017, acknowledging our receipt of his inquiry and advising that we needed to speak with him directly to fully address his account concerns. To date, Mr*** has not yet responded to us. Upon our initial review of this matter, our records reflect that on June 3, 2017, a credit was applied to Mr***’s account to offset his Lease Device Purchase charge reflected on his May invoiceAccordingly, we believe that Mr***’s billing issue has been resolved. We appreciate Mr***’s taking time to provide details of his experiences with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience this issue may have caused Mr***. If we can be of further assistance regarding this matter, or if Mr*** needs additional account information, we request that Mr*** contact our office so that he can provide the needed account security information. He can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie S. Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** stated that when he activated service in December 2014, he leased an iPhone device. Further, he stated that the sales representative informed him that he would be billed $End of Lease purchase option price at the end of the lease agreement. Mr*** stated that although he fulfilled his 24-month lease agreement in December 2016, we have not canceled the lease and we have continued to bill him monthly lease payments. As a result, Mr*** is requesting that we process a refund for $to compensate him for the fair market price of the device Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret any misinformation Mr*** may have received regarding his lease agreement and appreciate his feedback regarding this issue. The details of his experience will be forwarded to the appropriate managerial staff empowered to make changes in this area Effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. More information regarding the Lease program is available at our website, www.sprint.com/lease. Upon the activation of his account, Mr*** was provided with a clear disclosure of his monthly recurring charges and equipment purchase price, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his Lease 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 agreements on Sprint’s part during the activation of his devices During our conversation with Mr*** ***, an authorized subscriber on the account, we provided the above informationFurther, we advised him that, our records reflect that on December 13, 2014, Ms*** ***, the account holder, accepted a 24-month lease for an iPhone device that was activated on her account. Additionally, once the lease agreement was fulfilled in December 2016, and she did not return the device or contact us to cancel the lease agreement, she was billed a month-to-month lease fee, until March 26, 2016, when the phone number was ported out. We advised Mr*** that although the lease agreement signed at the point of sale is valid, in an effort to reach an amicable resolution, we agreed to credit $to offset the final balance on the account. Mr*** accepted the offer and is satisfied with the resolutionWe regret any inconvenience this matter may have caused. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely Tobias T.Executive Services Analyst