Sprint Corporation

December 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account xxxxx***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint filed by
Mr*** ***We appreciate your assistance in bringing our customers’ concern to our attentionWe are pleased to inform you that we researched Mr***’s concerns and reached an amicable resolution
In his inquiry, Mr*** advised that, due to inadequate coverage, he would like to cancel his Sprint service and not incur any cancellation chargesWe announced and are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speedsWhile the end result of those upgrades will be a superior product with unparalleled network service, customers may notice occasional and temporary service issues during the transition processOur technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact
Because of Mr***’ ongoing coverage concerns, we agreed to allow him to cancel his account and we will credit the charges associated with his Lease Agreements with the return of his equipment in good conditionTo facilitate the return of his equipment, we sent a return kit to his home addressAfter the equipment is received in our warehouse, we will apply a credit to his account to offset the disputed chargesPlease be aware that the label is time sensitive; therefore, the equipment should be returned within days from the date that the return label is received
The above-referenced account will remain in “escalated status” with our office until December 29, 2015, to allow sufficient time for the equipment to be received in our warehouseAfter December 29, 2015, the account will be released to our Customer Care department for general assistance
We also appreciate Mr*** for taking the time to provide us with the details of his most-recent coverage experiencesPlease be assured that we value his feedback, and his concerns have been forwarded to the appropriate managerial staff
We regret any difficulty that these issues may have causedIf we can be of further assistance regarding these matters, you can contact our Executive & Regulatory Services department toll-free at ###-###-####, entering PIN ***I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time
Sincerely,
Sean ***
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

March 12, 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 supplemental inquiry of *** ***, which is in response to our February 14, 2018, correspondence. In his supplemental inquiry, Mr*** states that he ported his number on or around December 5, 2017, and that that service was paid. Mr*** believes that Sprint does not send active accounts to collections with any balances over days. He continues the dispute the account balance and believes that Sprint is in violation of Federal and State lawsAs a result, Mr*** requests that his account balance be credited in full In our previous discussion with Mr***, we explained to him that his account has an outstanding, past due balance that includes the service charges assessed on his November and December 2017, and a late fee assessed on his January 2018, billing statements. We further explained that his last payment of $posted to his account on November 20, 2017, and included usage from September through October 16, 2017. Although he utilized Sprint’s service until he ported his number to another wireless provider on December 4, 2017, no payment for his November and December 2017, bills was received. Because his account balance went unpaid for in excess of days, the balance was referred to an outside collection agency on January 22, 2018. No Sprint error was identified, and as such, we respectfully declined his request to credit valid charges assessed for services rendered or recall the account from collections. At Mr***’s request, we notified the collection agency to halt any further collection calls, which can take up to days for completion. It is important to note, however, that halting further collection activity does not negate the balance due. If Mr*** would like to make a payment or establish payment arrangements for the balance due, he can contact Diversified Adjustment Services toll-free at 1-877-573-0771. While we regret that Mr*** 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 Mr*** issues have been fully addressed and believe that the action taken is equitable We appreciate Mr***’s past business with Sprint, and regret any inconvenience this matter may have caused him. If we can be of further assistance with these matters, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea B. Executive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Rebuttal - *** *** Sprint Account xxxxxx3896, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the aforementioned subsequent complaint filing of Mr*** ***, an authorized end user on the account of Ms*** ***. We appreciate your assistance in once again bringing our customer’s concerns to our attention. In his rebuttal, Mr*** states that while the information regarding eligible devices under Sprint’s Bring Your Own Device (BYOD) offering may be available on Sprint’s website, he was provided with inaccurate information by an actual Sprint representative. He further states that had he been referred to the Sprint website and realized that his devices were ineligible, he would have traded them in at the point of sale and taken advantage of Sprint’s Contract Buy Out offer, which included reimbursement of up to $per line for equipment cancelation fees assessed by his previous carrier when he ported his service to Sprint. Mr*** believes that Sprint should take responsibility for its employee’s actions. As previously explained, Sprint offers BYOD options for its customers; however, our BYOD program is limited to specific, eligible devices at this time. Our eligible device lineup and the details associated with our BYOD program are located online at www.sprint.com/landings/bring-your-own-phone/. Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device. Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint network, systems and software choices to ensure the best possible wireless experience. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our previous discussions with Mr***, we confirmed that his previous carrier’s devices are not eligible for our BYOD program and are not supported for activation on Sprint’s network. We regret any possible misunderstanding that may have occurred regarding our BYOD program and in an effort to reach an amicable resolution to this matter, we offered Mr*** the option/ability to take advantage of any of our current device promotions, as well as top dollar for the travalue of his Verizon devices, in addition to waiving his activation and shipping fees, which Mr*** declined. Respectfully, we are unable to grant his request to exchange his Verizon devices for Sprint branded devices; however, should he reconsider, the aforementioned offer is available to him until February 10, 2018. Sprint regrets any inconvenience or frustration this matter may have caused Mr***. If additional assistance is required or he would like to accept the aforementioned offer, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Service Analyst

This is in response to the letter received by our organization on April 14, 2015, regarding Mr*** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and
important
Mr*** has requested clarification regarding Sprint’s unlocking policies for a *** Galaxy Sdevice purchased on January 18, and activated on Sprint's networkMr*** has indicated that he would like the device unlockedIn addition, Mr*** also expressed his dissatisfaction with the outstanding balance reflected on his April invoiceMr*** requested to have his concerns thoroughly reviewed
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 your device to allow you to insert another carrier’s SIM card (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
We have confirmed that Mr***’s *** Galaxy Sassociated with phone number *** is eligible for MSL unlockingPlease note that we provided Mr*** with the MSL code associated with his device on April 16,
We have thoroughly reviewed Mr***’s billing concernsWe determined that on December 9, 2014, Sprint suspended Mr***’s account due to non-paymentOn February 22, 2015, Mr*** remitted payment; therefore, Mr***’s account was restoredAs stated in our Terms of Services, which can be viewed at www.sprint.com, a reconnect fee of up to $may apply to reestablish services on all accounts that have been disconnected for non payment or discontinuous of serviceAccordingly, Mr*** was assessed the aforementioned charge upon reconnection of his service, as reflected on his March billing statementOn February 23, 2015, Mr*** contacted our Customer Care department and requested to terminate his account
To resolve this matter, we applied an adjustment of $to offset the reconnection fee reflected on the March billing statementPlease note, Mr***’s account is closed with a zero balanceWe contacted Mr*** on April 16, and discussed our findingsWe apologize for any inconvenience this may have caused Mr***
If you have any questions concerning the issues discussed herein, please do not hesitate to contact me directly by calling *** *** or the Executive & Regulatory Services department toll-free 1-855-848-I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
*** *
Executive Services Analyst

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

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

[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 ***I ask that you not post this to the Revdex.com website or change my name to allow me anonymity.
Regards,
*** ***

Tell us why heAugust 1,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account: xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of ***
*** submitted on July 7, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms*** filing expressed her dissatisfaction with her payment of $being reversed and returned to her credit card ending in *** without her knowledgeAccording to Ms***, in March she scheduled a payment arrangement of $via credit card, which was scheduled for processing on March 5, 2017, and she submitted an additional credit card payment of $for March 19, Ms*** requested that Sprint review this matter and provide her with an amicable resolution
Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on July 24, 2017, to discuss her concernsAt that time, she was advised that we engaged our Customer Care Finance group and was informed that the credit card issued by *** *** *** bank was used to remit the two payments of $The first payment of $was paid on March 5, 2017, which was not reversed
The second payment of $was remitted to Sprint on March 19, 2017, and on April 10, 2017, Sprint received a chargeback for this payment from her financial institutionAs such, the funds were returned to the credit card on April 11, Sprint chargenged the chargeback on April 28, 2017, as being a valid payment and the financial institution returned the $paymentOn May 19, 2017, the financial institution sent Sprint a second chargeback on May 19, 2017, and the $payment was returned to her financial institution on the same dayMs*** acknowledged the information that was relayed to her
We regret any inconvenience Ms*** may have experienced while attempting to resolve her issueIf we may be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services
re

April 28, We appreciate your assistance in bringing Mr*** ***’s concern to our attentionWe regret any inconvenience that he may have experienced in this matterAccording to the information provided in the complaint, Mr*** is disputing taxes reflected on his invoice
associated with his purchase of two phones on Installment Billing. He states that he remitted the applicable taxes for the two phones up front upon the establishment of the Installment Billing for the two lines of service. Therefore, he is requesting an account credit to offset taxes for the purchase price of his two phones on the Installment Billing which were reflected on his invoice. During our discussion with Mr*** on April 28, 2016, we confirmed with him that one of our Customer Care supervisors previously applied $in account credits to offset the above-referenced disputed taxes. Mr*** advised us that his concern is resolved. We apologize for any inconvenience Mr*** experienced in this matter. If he needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, *** *Executive Services Analyst

September 16, 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 customer's concerns to our attention. In the information provided, Ms
*** stated that she canceled her service for both of the devices she agreed to purchase via monthly payments because she did not receive the discount that was offered to her at the point of sale. She cited that although she paid off one device and most of the other, she is being contacted by a third-party collections agency on behalf to Sprint. She is seeking a settlement offer to resolve these matters. We spoke with Ms*** today, and addressed her concerns. We advised her that our records reflect that her outstanding balance of $is valid for the remaining equipment charges that she agreed to upon initiating her equipment Installment Billing Agreement; therefore, no credit is due. However, in an effort to resolve her dispute amicably, we offered Ms*** the opportunity to pay $and receive account credits totaling $to offset her remaining balance and update her account as paid in full. She stated she will accept this offer and contact us directly within the next days to remit her payment and receive the account credit We regret any inconvenience that these matters may have caused. If I may be of further assistance, Ms*** can reach me by calling the Executive & Regulatory Services Department at ###-###-####, ext***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, *** *Executive 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:
Regards,
*** ***Sprint never resolved the issue , apple resolved the issue. The phone had software issuesManufacturing problem.I always said we had insurance, purchased from advice of Sprint.within all guidelines sprint would not replace phone at their center.please have Sprint state they did not resolve the issue it was Apple.any and all phone calls should go to Mr *** ending in *** and not Mrs ***.Thank you!!!

Revdex.com Case ***, Nicholle *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Nicholle ***, regarding Sprint’s actions to resolve her network concerns. We regret the circumstances that led Ms*** to contact your office again According to the information provided, Ms*** expressed her dissatisfaction with the lack of coverage in her home service area in Lavalette, NJ and surrounding areasMs*** requested that Sprint review this matter and take the appropriate action Sprint has investigated Ms***’s concernsWe regret that the coverage in Ms*** area has fallen short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that MsPierce’s home service area is within Sprint’s "good" coverage area Please note, as stated in our Terms and Conditions of Service which can be viewed at ***, the coverage and quality of wireless services and data speeds 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. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. We spoke with Ms*** on October 3, 2017, to relay the above information. Ms*** stated that she was experiencing coverage issues while driving in her home service area. In addition, Ms*** provided us with the physical address that she is experiencing coverage issues in to investigate her coverage concerns. Accordingly, we have submitted a network ticket to our network team and the investigation will be completed within 7-business days. Once the investigation is completed, we will provide our findings to Ms*** We regret any inconvenience Ms*** may have experienced regarding this matter. If Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

[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,
***e ***

To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention. In his inquiry, Mr*** indicated that he made
a payment of $to cover the cost of his monthly service charges and associated taxes, but he was charged $74.30. He requested clarification of how taxes associated with his service payments are handledWe spoke with Mr*** on May 10, 2016, and explained that while we regret any misunderstanding that may have occurred, per the Boost Mobile Terms and Conditions, State & local sales taxes/fees may apply when adding funds to accounts. Although Boost Mobile does not apply a sales tax to the price plan Mr*** purchased, due to the use of his credit card, certain fees and taxes may be applicable. For more information we recommend that he contact his local taxing authority. In addition, we advised that he needs to only input the amount of his service charges when making a manual payment and the taxes will be figured automatically off of that amount. He expressed his understandingWe regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

August 29, 2017 Revdex.com Ward Parkway Kansas City, MO 64114 Re: Revdex.com File ***, Sprint
Account # XXXXXX***, *** *** Sprint Case #*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advised that she contacted our Customer Care group in March 2017, and requested to cancel her account; however, her request was not processed for all of the phone numbers on her account and she was billed additional monthly recurring charges for a tablet. As a result, Ms*** is requesting that we cancel the account and credit any additional charges she may have incurred During our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issue. Further, we advised her that our records show that she ported out four of her subscriptions on March 5, 2017. Further, a tablet with phone ending in *** remained active on her account. Additionally, although we were unable to confirm her request to cancel her tablet in March 2017, in an effort to resolve her concerns and due to no usage since March 2017, we applied credits totaling $to offset the final balance on the account. As a result, the account is closed and reflects a zero balance We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. 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, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

January 31, 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’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during the Sprint Satisfaction Guarantee periodShe stated that she is dissatisfied with not receiving a refund for the down payment made at the point of sale Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We spoke with Ms*** on January 27, and discussed her concernsShe confirmed that, prior to our receipt of the inquiry, that the matter was resolved to her satisfactionBased on our findings, we confirmed that, per Ms***’s request, a $credit was applied to her account to offset the disputed device chargesMs*** confirmed satisfaction and had no additional inquiriesWe regret any inconvenience that these matters may have caused. If I can be of further assistance, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, John CExecutive 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 did not sAY THAT IT WAS MY FAULT THAT I DID NOT GET THE SWITCH TO SRINT PAY OFFI SAID I CONTINOUSLY TRIED TO GET A FORM, COMPUTER HELP CONSTANTLY. AFTER SEVERAL MONTHS OF TRYING TO GET HELP THEY TOLD ME MY TIME WAS UP TO QUALIFY
Regards,
*** ***

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

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***,
*** M*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Mr*** ***, also known as Mr*** M***. We appreciate having the opportunity to address his account concerns In the information provided, Mr*** stated that he was advised by our representatives not to remit payment toward his Sprint account balance due to our confirming fraudulent activity on his Sprint account. However, although he has not received credits to offset fraudulent charges assessed to his account, he has received notification from us advising of pending service interruption due to non-payment. Mr*** requested that someone from our Fraud department contact him promptly to address this matter, that we credit all fraudulent charges from his account, and that we send a copies of his recent invoices to his correct billing address for his review We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint account status and billing, as well as any delay in addressing those concerns. During our conversation with Mr*** on July 10, 2017, we verified that fraudulent activity was confirmed on his account on April 11, 2017, and that all credits related to that activity were applied to his account on April 12, and May 12, 2017. In addition we sent copies of Mr***’s May and June invoices to his confirmed address for his review and asked that he allow up to ten days for receipt. To prevent the unauthorized activation of another line of service or account in Mr***’s name, we have added instructions to our database that will require individuals attempting activation using his personal information to visit a local Sprint store for identification verification. As a result, if Mr*** chooses to activate a new line of service with Sprint, he will be required to present a valid picture ID, his Social Security card, and a current lease or utility bill in his name with his correct billing address in person before a Sprint account can be established or an additional line added to his existing account. Mr*** indicated his understanding of that information and his satisfaction with our resolution We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this concern, 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 4:p.m., Central Time Sincerely, Sean J Executive Services Analyst